ComplaintsforFlooring Expo by Carpet King

• Initial Complaint

  01/13/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  January 5, 2023 wall to wall carpet ordered for master bedroom. Incorrect carpet pulled from manufacturer and carpet company billing customer for this incorrect order. Size of room 15 by 15. Carpet ordered 12 by 12. Told by installer that carpet does come in size 15 by 15 but company says 12 by 12. Billing us for incorrect order.

  

  Business response

  01/17/2023

  On Friday, 01/13/23 I received word the client did not want us to install their carpet. The product they decided to go with only comes 12 feet wide. After I spoke with the manufacturer, I learned there is no 15 foot wide version of this carpet. Unfortunately, the client assumed we would go with a 15 foot wide carpet.  We work with 12 foot wide carpets by default and the decision to go with a 15 foot wide carpet was never mentioned during the initial measure process and sale. I spoke with the manufacturer to see if they would allow a return on the product but they do not take back carpet under 12x40 Linear Feet. Since we could not return the carpet to the manufacturer carpet king could only take back the carpet at a 40% restocking fee. I explained the options we had. The client decided they wanted to go with the initial sale at the same price it was sold at from the start. We moved the fill seam to the south wall and changed where the seam would be in the closet. The client agreed to staying with the 12 foot wide carpet and the job was set for completion on Monday, 01/17/23.

  This has now been completed. Unfortunately, since the decision to go with the 12 foot wide carpet was made during the sale, measure and ordering timeline of the job and there was no mention of using a 15 foot wide carpet from client, we were only able to take back the carpet at a 40% restocking fee. The client decided to go with the initial plan and that decision was made over the phone with me to stick with the 12 foot wide carpet.

  I sent the revised measure to the client and the client approved to go with this plan over the phone as well.

  We rescheduled the job from Friday 01/13/23 and moved it to Monday 01/17/23.

  
     This job has now been completed, with NO additional charges to the client.

  This process was all been agreed upon over a recorded line, and Carpet King now considers this matter resolved.

• Initial Complaint

  12/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  10/22/22: Purchased flooring (lvp and carpet) to be installed by Flooring Expo via a representative coming to my condo, taking measurements and showing samples. I was told by the representative that the flooring would be installed in one day. When calling to schedule install, told it would be two days. (ok, no problem). 11/14/22: LVP installer did very poor, unprofessional job. 11/15/22: LVP installer back out to finish lvp. When I showed and discussed with him what I was unhappy with, he became defensive, almost hostile. Called for f/u to fix poorly done trim, spoke with **************** ********* CSR, new crew to come out to inspect job on 11/19/22, company was no call/no show. 11/21/22: Called ******* to discuss no call/no show and once again, attempt to fix problem. 11/28/22: A new rep, the fixer, came out, deemed job was not done well, would order new replacement trim, and fix once replacement arrived. 12/15/22: Fixer out with product, wrong product. Fixer stating that CSR said I had agreed that wrong product to be installed. This was a blatant fabrication as I had not discussed with CSR the specifics of the replacement, only discussing when to expect the delivery of new product and set up install of new product. 12/16/22: Spoke with a different company rep, as I was not willing to work with previous CSR anymore, and told flooring would be fixed by 12/16 or 12/19 at the latest. Offered $175 refund. Relayed to New CSR that this is not satisfactory. Texted fixer on 12/16 and 12/19, fixer texted he was working getting the needed trim. Texted fixer for updates on 12/22/22 and 12/23/22 with no response. Still waiting for flooring trim to be fixed.

  

  Business response

  01/05/2023

  We apologize for any miscommunication during this process!  We have provided custom-stained trim, at no additional charge to the customer.  The repairs are complete.

   

  Again, we are very sorry for the miscommunication during this process!

  Customer response

  01/06/2023

   I am rejecting this response because:
  The two day job took two and a half months. There never should have been trim, the baseboard should've been removed and the flooring put in correctly, rather than trim covering up the gap in the floor between the baseboard and the flooring due to the baseboard not being removed. So the excuse of putting "custom-stained trim" is not acceptable due to the trim covering up a poorly done job to begin with. There are pieces of trim not secured properly and the closet tracks were still not put back in. Also, the communication and lack of professionalism during this process were beyond suboptimal. I have had months of unnecessary stress over this project and it delayed putting my home on the market by over two months. I do not accept this response. 
  
  

  

  Business response

  01/17/2023

  We have addressed every concern of our customer, and, unfortunately, we had to schedule inspections, ordering, and installation of products as needed.  We can continue to address any service issues, like loose trims, and schedule a repair person to the site.  Flooring Expo cannot address any issue outside the scope of our service, such as real estate listings.

  I apologize for any miscommunication, realized or perceived, during this process!

  Customer response

  01/17/2023

   I am rejecting this response because:
  The reason things had to be inspected and reordered as the job was not just not done right to begin with, it was done poorly. I am disheartened and disgusted at this company's lack of accountability and integrity. I was inconvenienced multiple times over the course of two and a half months and the job is still not done. I am not letting anyone from this company back into my home. I still have not been offered any type of an actual apology, just incessant excuses. "Perceived" miscommunication is beyond insulting. Offering $175 or 20% the partial price of the materials is a joke but the even worse joke is being offered a "possible" discount for future service. I was told by one of the representatives that there was just no more room to offer anything else. Yet, somehow, I, as an individual, have had to come up with expenses covering this nightmare, between two months of lost mortgage payments, two months of utilities, multiple days taken off work, multiple hours dealing with this via phone, multiple trips with the added expense of gas going to these flooring follow **** I was told by the same representative that in her 29 years of working for the company, this is the outlier. If that is truly the case, wouldn't a company do the right thing and make it right?  My only consolation for now is my coworkers, friends, fellow condo residents, and the company my realtor represents will not be using this company. I have given Flooring Expo many opportunities to make this right and they continue to fail to do so. 
  
  

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