Complaints

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• Initial Complaint

  Date:12/08/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had carpet installed in my Condo the beginning of August 2022. complaint the company was 2 hours late in arriving and only sent 1 man to do the entire job. the installer was not very good at all and took 2 days to do a 1 day job. the installer took apart my beds to move then into the other room and drug then on the floor and against my newly painted walls and left noticeable damage. Installer put both beds back together wrong & I found 1 pc. of my bed in my laundry room after they left. I have several spots where the seams are very noticeable. Where the seams meet the carpet is flattened down and the finish strips are exposed and you can feel them when you are walking with bare feet. The seams also make a crackling nose when walked on because I say the installer use duck tape and plastic under the carpet at the seams. The owner of the company ***** ****** came to my place and He was not able to make any repairs and he did not seem like he really gave a ****. He just stood there looking at me and did not say a word. I have seen other carpet installs with seams and nothing looks as bad and unprofessional as my job. I would like new carpet laid in the problem areas or at least a refund on my original purchase and I will have someone else make my carpet look good instead of looking like a 12 year old did it for a school project and got a F grade.

  Business Response

  Date: 12/29/2022

  In response to the complaint from ***** ****** ** *********

  Carpets Plus ordered Carpet 6/29/2022. The carpet was scheduled for a two-day installation August 22 and 23. On the Morning of August 22 Carpets Plus Called to let the Customer know the installer was running behind. The customer rudely and profanely cursed out Manager ***** ******. The Owner, ***** ******* took her next phone call and explained that the installer and Manager were on their way to her home.

  Carpets Plus did send the store manager to help the installer move furniture, remove the old flooring, and to get the job started. This was scheduled as a 1 ½- to 2-day job with the customer weeks before.

  Carpets Plus used premium 4” seam tape to hotmelt all seams together as per carpet industries standards. We also duct tape pad seams together. We used ******** transition strips to transition carpet to hard surface flooring as she had previously.

  When the job was completed on August 23 as scheduled, the customer asked the owner to make sure the carpet color was correct and inspect the job before she paid the final invoice. ***** ****** went out to the jobsite with the carpet sample to compare color of actual carpet vs sample. The Carpet matched the sample. ***** inspected the job and found everything to be in good order. While there, ***** installed a bed cross beam support that had been left standing up in the closet.

  I truly thought the job looked very good and that the carpet indeed matched the sample. The store manager ***** ****** had already inspected the job as well when the installer finished.

  After meeting the customer in her home, she told me how good she thought the installer was. She proceeded to ask me about remodeling her bathrooms.

  The customer came in later that day and paid her bill. The customer has never reached out to Carpets Plus after that.

  ** **** ***** ***** **** ***** ***** ** ***** ****************** *** ************ Upon receiving this complaint, Carpets Plus Store Manager ***** ****** reached out to the Customer and was told she did not want to talk to him, she would only talk to Shawn. ***** called on 12/21/2022 and asked if he could come out and look at the customers concerns. She explained that she was taking care of a family member with medical conditions and would call next week to set up a time to meet.

  Sincerely,

  ***** ******

  President

  Carpets Plus/Cabinets Plus

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