ComplaintsforThe Carpet Guys

• Initial Complaint

  08/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of work: New Hardwood floor installed on 2/21/2016 Cost: Total work total: $7,633.00 Work performed: Remove existing tile/carpet/linoleum floor installed hardwood floor Nature of Dispute: quality of hardwood floor, the whole floor creaks Creaks started in late 2019, reported to the Business mid-2021 No problems detected with the subfloor Has business tried to resolve:Business visited home in 2021, tried to cut extra wood under baseboards,which did not help. Business contacted floor manufacture, who did not visit home and did not take any responsibility for product quality Business basically reported that they didn't know what the problem was, but did not help replace floor to make problem go away The hardwood floor still creaks every time we walk on it.This will reduce home resale value significantly Invoice#: *****

  

  Business response

  08/16/2023

  We have been out to this customers home on several occasions due to concerns with the floor squeaking.  Flooring installation was performed in 2016.  Customer did not contact us until 2020 and we sent out an inspector. We then sent a crew out in 2021 and customer issue was noted, repair was attempted however it is not the product failing but deemed existing issue with subfloor not installation or product defect and humidity issues int he home.  Customer also indicated he has been mopping floor all this time with water which goes against manufacturer recommendations and could be making the problem worse as the sub floor is what is squeaking and this is not a waterproof floor thus potentially creating more issues for the subfloor underneath. After filing a claim, reviewing our work and the specs of the materials it was determined the issue is the customers preexisting subfloor.  We did not install the sub floor nor is condition of sub floor a part of the installation warranty.  The product they had installed has not failed or is not causing the issue.  The sub floor would need to be repaired or replaced to eliminate this issue.  We are happy to work with this customer to remove the existing floor so they can have a contractor repair sub floor and if possible, flooring may be able to be reinstalled however this is not under warranty and would have costs associated with this process.  We also must caution the customer against using water on the wood as it may be causing more issues and may be why in 2016 they were very happy with the installation (we have documentation indicating such) but by using non recommended cleaning methods, and potentially issues existing in the home prior to install, this problem will not resolve with out infrastructure repair on the house.  As mentioned, we would be happy to help if we can but cannot guarantee the squeaking wont continue as we do not warranty sub floors.

  Our goal is 100% customer satisfaction.  Having not heard back from this customer since December 2021 we were unware they had not found another resolution.  They are welcome to contact us for further information.

  Customer response

  08/16/2023

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ************ have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]

  In 2021, when I contacted the vendor, their floor had started squeaking only a few months prior. After their initial inspection and attempted repair, no mention was made of a potential subfloor problem. The person that came on site in 2021 did not indicate that a light water mop was a problem, as I mop and dry the floor right after.
  

  The vendor was contacted in 2022 as well, as the problem had not gone away. This time, they did not visit my home.

  The subfloor was not mentioned as a source of any potential problem when the floor was installed over it in 2016, I would think the installer would have at least raised a concern before installing the new floor.

  Regards,
  
  *****************************

  

  Business response

  09/07/2023

   

  As noted, we have provided all the solutions we can as we do not perform construction and cannot anticipate what may be an issue under the floor they had and a part of the subfloor.  As this problem was not occurring at the time of install and the manufacturer determined it was not an installation issue, we are not able to assist the customer with a pre-existing condition of their home that did not manifest until years after we installed flooring.  As the subfloor is a part of the construction of the home, and not something we installed, we suggest that the customer have his sub floor repaired and we will be more than happy to assist with any future flooring issues and will provide appropriate assistance in any future issues.
  

  We have been out to this customers home on several occasions due to concerns with the floor squeaking.  Flooring installation was performed in 2016.  Customer did not contact us until 2020 and we sent out an inspector. We then sent a crew out in 2021 and customer issue was noted, repair was attempted however it is not the product failing but deemed existing issue with subfloor not installation or product defect and humidity issues int he home.  Customer also indicated he has been mopping floor all this time with water which goes against manufacturer recommendations and could be making the problem worse as the sub floor is what is squeaking and this is not a waterproof floor thus potentially creating more issues for the subfloor underneath. After filing a claim, reviewing our work and the specs of the materials it was determined the issue is the customers preexisting subfloor.  We did not install the sub floor nor is condition of sub floor a part of the installation warranty.  The product they had installed has not failed or is not causing the issue.  The sub floor would need to be repaired or replaced to eliminate this issue.  We are happy to work with this customer to remove the existing floor so they can have a contractor repair sub floor and if possible, flooring may be able to be reinstalled however this is not under warranty and would have costs associated with this process.  We also must caution the customer against using water on the wood as it may be causing more issues and may be why in 2016 they were very happy with the installation (we have documentation indicating such) but by using non recommended cleaning methods, and potentially issues existing in the home prior to install, this problem will not resolve with out infrastructure repair on the house.  As mentioned, we would be happy to help if we can but cannot guarantee the squeaking wont continue as we do not warranty sub floors.
  

  Our goal is 100% customer satisfaction.  Having not heard back from this customer since December 2021 we were unware they had not found another resolution.  They are welcome to contact us for further information.

  Customer response

  09/11/2023

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]

  The Business has indicated a subfloor problem but has not indicated what the problem is. The home was built in ****, I moved in in **** and have not had any problems with the floor until this new floating floor was installed. Yes, it worked for a few years and then started creating a lot of noise 3-4 years later. The floating floor boards actually shift, causing noise from the friction against each other. 

  Light mopping with water was deemed OK by *****, the consultant that came to my house back in 2021. The floor is always dried immediately with a towel, I don't let water sit on the floor. The business has not recommended an alternate cleaner for this floor.

  I called and spoke with ******* in 2022 as well, to say that the problem had not gone away. She mentioned a potential subfloor problem without a reason. 

  I have consulted with another flooring company, and they do attribute the current floor noise to the subfloor.

  I will call the business and ask them to visit my house again, since that is what they asked for.  But I would like to keep this complaint open. 
  
  Regards,
  
  *****************************

• Initial Complaint

  02/22/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I contracted with this company to install flooring in my home on 12/5/22. They did a really terrible job, damaged quite a few places in my home, including my leather couches that they got glue on, they cut holes in cabinets that didnt need to be cut, they raised my floors, 3/4 of an inch higher than the rest of the house, they left a really bad gaps all over the place, and didnt make the tile flush with the wall. The contract states that they would remove the old tiling and place it neatly at my curb before installing the new tile which they didnt do. They actually put new subfloor on top of my existing tile, and then install the new tiling on top of that resulting in an inability to place a transition strip because the floors are too high.After reaching out for over a month, they sent a gentleman out to investigate who shook his head and said, I cannot believe how poor of a job they did here. He tried to fix the transition strips as best I could, and then said someone would be out to finish/repair the job. No one showed up and no one called me for that. After several phone calls, they reached out and offered a $200 settlement or the option to purchase new molding and quarter round and the carpet guys would do the installation for free. I requested they come out the beginning of the following week to write up a new contract to cover what they offered and write down everything theyre willing to do on that contract. The carpet guys did not honor that agreement either. The cost to repair the poor installation job they did exceeded $200. The repair products were $212 not including the labor hours of **** hours.They did not honor that agreement either. Every opportunity they had to do the right thing they chose not to. Im currently paying for flooring thats terrible. Ive even had tiles coming up at the edges. Im willing to entertain a billing adjustment > 200 however, it needs to completely cover my cost to repair the destruction & bad job

  

  Business response

  02/22/2023

  Thank you for bringing these issues to our attention.  Our customer service team will get involved tomorrow and we will come up with a suitable resolution for this customer.  We will update this complaint once research and accommodations are made.  The Carpet Guys stand behind their work with a lifetime installation warranty.  We will do our best to satisfy this customers concerns.

   

• Initial Complaint

  07/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have called and asked for a manager. Ive emailed the salesperson that came to my home. We are two weeks out and I cant get an answer on whats going on. Are we getting a sample, is it in stock, out of stock? Salesperson was to contact me last Wednesday and I still havent heard a word.This really makes you want to go to other places.

  

  Business response

  07/27/2022

  We are unclear about this complaint as the customers installation was successfully performed on or about 7/11/22.  She returned our call yesterday and told us her installation was great and she left us a positive review on social media.  She had a special order carpet that took sometime to order.  Our notes show multiple attempts to contact her.   We believe this is resolved and that customer is happy with our company and service

  Thank you

   

   

  Customer response

  07/27/2022

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]
  I have not had an installation with you in July. I am not sure what they are talking about. I think they should check their records .
  Regards,
  
  *****************************

  

  Business response

  08/01/2022

  Please have the customer further identify herself as ****** is a common name.  The only ***************************** we have in our system was installed on July 11, 2022 and lives in ****.

  We'd very much like to help this customer resolve any concerns

   

  Thank you

   

  Customer response

  08/03/2022

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  
  I am sorry that they only show a ****** that was installed on July 11th.  My name is *****************************, on ******** Dr in Warren.  Someone came to my home to do a quote for a kitchen floor.  We asked for a sample of the tile that we wanted and didn't hear back.  I contacted the salesperson the following week. He said he thought someone else would contact me.  They do not have this sample.  No no one contacted me. He said he would follow up the next day. I never heard from him.  A few days later, I contacted salesperson again.  He said he would try and find out. Again, heard nothing back from him.  I called the phone number and talked to a nice person on the phone who brought a board with all samples of different floors, which was nice, but not what I was looking for. I asked for a manager to call me back and I never heard anything.  

  So finally someone from the office finally called (about 3 weeks later) and said they ordered a sample.  Problem was there was No communication from this company. We are going on almost 4 weeks, and I FINALLY got a sample.  Bad customer service if you want to make a sale.  Not a problem if I know I have to wait for a sample.  It would have been nice to have some communication. I was very interested in getting my floor done with The Carpet Guys.  How do I know they would be easy to work with if this is how they do business? 

  
  Regards,

  
  
  *****************************

  

  Business response

  08/24/2022

  We are so sorry for your concerns and the fact that your experience was not what you had hoped for.  I know our team has reached out and is resolving your concerns and we appreciate you allowing us to turn your negative into a positive.

• Initial Complaint

  07/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When the carpet guys came and installed my new vinyl plank flooring and carpeting they did extensive damage to my walls to my trim and to my home including ripping out closet doors and breaking the tracks for them they started to resolve the problem but have since quit communicating and have done nothing they have caused over $4000 in damages that need to be fixed and resolved and I would like this taking care of. The company has been rude and makes promises to fix these issues and never follows thru on their promises.

  

  Business response

  07/27/2022

  We have been working closely with ***** to resolve her concerns.  It is our understanding that we have done all the repairs and services necessary and provided financial accommodations for the customers troubles.  We appreciate ***** allowing us to fix the issues that occurred during her installation and believe this matter is now resolved.

   

   

  Customer response

  07/27/2022

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]
  
  Regards,
  
  ***********************

• Initial Complaint

  05/25/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Company rude every time I called. Installer always late and takes a lot of beaks, this company is so not worth the hassle

  

  Business response

  05/25/2022

  We would like more information from this customer to clarify the work performed and when.  We do not have a contract or customer with this name or telephone number in our system.

  We pride ourselves on providing the best flooring and installation processes in the area and will do everything we can to ensure our customers

  have a fantastic experience with us.  We provide all our customers with a lifetime installation warranty and our installers are the best in the area.  Installing flooring is difficult and time consuming however we always

  appreciate feedback from our customers experience so we can continue to grow and improve.  If this individual is a customer of ours, we'd love to talk to the to get additional information on their installation.

  We will reach out to the number provided although we are concerned that this is not our customer.  

• Initial Complaint

  10/20/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Company sent the wrong crew to install product that had been ordered almost 2 months in advance.

  

  Business response

  10/21/2021

  We are so sorry for any inconvenience our valued customer experienced while we redirected our installation teams after making an internal scheduling error.

  We were able to move things around and send the correct installers and were still able to perform the installation and complete the customers

  job in a timely manner the same day.  We strive to give every customer the best possible experience and apologize if we fell short and appreciate the customers

  feedback.  We will use this experience to learn and better our processes.

   

   

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩