Complaints

This profile includes complaints for Carpet Land's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Carpet Land

  4301 Industrial Ave Lincoln, NE 68504-1108

  
• 

  Carpet Land

  11010 Emmet St Omaha, NE 68164-2915

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/09/2023

  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 purchased thousands of dollars in LVP from carpetland for my home & had a subcontractor who works at carpetland install it for me . A few months later all the LVP in my kitchen started peaking, I called Mike at carpetland in January & told him & he sent a 3rd party inspector & they came & then I never heard anything from Mike so I called & called & called & finally I had to threaten to sue him before he returned my call . So it’s June now & I finally got new flooring from him for my home but I spent $**** getting it laid the first time by the *** ********** & Mike said he’ll only give me back $*** . He says the inspector said it wasn’t laid properly & there wasn’t 1/4 in gap between the floor & the walls but I’m a carpenter & I popped the quarter round & checked & there is in fact 1/4 in gap . Then he said the inspector said the direct sun light from the door shining in the floor made it peak & by my kitchen table away from the light it’s not peaking but in fact the floor by my table away from the window is peaking the worst. This guy owes me $**** in labor & he only wants to give me $***

  

  Business Response

  Date: 06/09/2023

  Mr. ******* Purchased the materials from Carpetland and had his own installation. Once he started having issues, we contacted the manufacturer, and they sent an independent certified inspector to inspect the job.  This does take time to submit and the manufacture to process.   Attached, you will see the issues are not the product, but installation, variables, and factors within the home. Also, attached is the manufactures decline letter. Once this was received, we contacted Mr. ****** and informed him of the decline. I also requested some time to work on the issue with the manufacture. In time I was able to get full credit and get Mr. ****** new product which he picked up last week. There was a request for labor which we were going to extend even though this is not a manufacturing defect. Unfortunately, Mr. ****** has made multiple threats (against myself and staff by phone and text) and has crossed the line and is completely wrong regarding the entire chain of events and facts. I’m sorry this happened. It is not how we do business and we take care of our customers. We gave him new product at no charge and we’re going to give him labor on a product that we did not install that was clearly caused by installation and on site related issues provided by a certified flooring inspector. I believe Carpetland has gone above and beyond to resolve the situation and I’m sorry it has come to this.   Jeff agreed the money we offered for labor on a non-defective product was fair.  But Jeff now has changed his mind and due to his continual harassment unfortunately this offer is no longer available and will not be paid.  

  PLEASE READ THE ATTACHED INSPECTION REPORT AND MANUFACTURES DECLINE LETTER.  

  Below are the results from the inspection report from an industry certified independent inspector:  

  "Site Related Issues Observed:"
  "The warping and cupping of the material in a specific area of the dining area in front of the sliding glass door is the result of direct sunlight exposure. This is
  site related and locally caused. Manufacturer‘s information states: “Avoid exposure to direct sunlight for prolonged periods as such exposure may result in
  discoloration. Excessive
  temperatures can cause the flooring to expand and lift away from the subfloor. During peak sunlight hours, the use of the drapes or blinds is
  required.”
  

  Customer Answer

  Date: 06/09/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  Jeffery ****** **, the inspector supposedly said in the report there was no 1/4 in gap from the floor to the walls, here’s pics I took of the 1/4 in gap & the inspector said in the middle of my kitchen by my table there was no damage to the floor but as you can see the pic with the level is in fact by my kitchen table & not in any direct sunlight at all & it’s the worst spot for damage. The *** ********** who laid the floor does in fact work at carpet land & mike said the manufacturer said he would give me back $*** of the or$**** I paid for labor , why would I accept anything short of the original $**** I paid when it’s his material that’s the problem & not the installers? He’s trying to rip me off .. plus Mike said the manufacturer is gonna give me back $*** not him , so what’s he gonna do just keep the $*** the manufacturer was gonna give me ? **** * **** ! The manufacturer was never gonna give me any $ back , Mike was & he was trying to low ball from the beginning.. I want all my $ back for labor! 

  

  Business Response

  Date: 06/09/2023

  Please see inspection reports again.  This was caused by on sight issues and the manufacture declined the claim.  Through diligence we were able to get the manufacture to credit the materials and we provided an upgrade material to customer at no charge.  As per the labor, Mr. ****** agreed to a settlement in which all he had to do was return some of the material so we could provide to the manufacture rep.  The manufacture rep has seen Mr. ******** responses on the internet regarding both Carpetland and the product and they are no longer willing to offer labor.  Please see the inspection report by a certified registered independent inspector which validates that the issues were caused by local issues not the product.   We have been more than willing to work to resolve this issue, provided upgraded material  and originally offered labor settlement for non defective material.  Unfortunately Mr. ****** made threats to myself and staff.  At this point we will have no further contact with Jeff or offer any settlement.

  Customer Answer

  Date: 06/09/2023

  Mike said the 3rd party inspector said the install was wrong because there wasn’t a 1/4in gap from the floor to the wall , well here’s proof there is a 1/4in gap .. I’m a carpenter for ****** ******** ***** so I know what I’m talking about also Mike said the report says that by my kitchen table away from the direct sunlight there is no damage to the floor , well in this picture with the level you can clearly see the floor is peaking very bad.. that spot is next to kitchen table completely away from the sliding door where the sun shines in and it’s the worst spot in the whole floor 

  Customer Answer

  Date: 06/12/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  The install was done correctly & here’s pictures of the 1/4in gap between the floor & the wall that the inspector said wasn’t there also here’s a pic of the center of my floor by my kitchen table completely away from any sunlight where the report said was no damage .. as you can see the floor is severely peaked in this section, it’s probably the worst area in the whole kitchen . Also we purchased the materials in July of 2020 & working months it peaked & warped. I contacted carpet land & Mike took forever to send a 3rd party inspector out & then after the inspector came it took months for Mike to get back to me . I indeed did have to threaten to sue him before he returned my call . So it’s now June of 2023 & he just now replaced the materials, it took over 3 years ! This is not acceptable.. who runs a buisness this way ? He sells a junky product & then he doesn’t stand behind the product when it fails . Also I paid $**** to get the floor laid the first time & Mike wants to give me back $*** of that $****.. what kinda buisness dealing is that ? He should be refunding me the whole $**** as it’s not me or the installers fault at all that his product warped .. here are pictures to prove it was in fact installed correctly. I actually have all the materials Mike gave me for the original product failing .. I’d like to just return all the product & get all the $ I spent at carpet land refunded as I do not want anything to do with this company at all .. I’d now like all the $ back from the product & all the $ back I spent to have it installed please 
  Sincerely,
  
  Jeffery ****** **

  

  Business Response

  Date: 06/13/2023

  Once Mr ****** had issues with the product we contacted the manufacture.  The manufacture produces these products in massive runs and their claims dept researched this issue.  They had no other issues with this production run.  So the manufacture sent an independent certified flooring inspector to assess and inspect the job.  Per the attached inspection report, the cause of the issue is locally caused and not a product defect or manufacturing issue.  I used our relationship with the manufacture and they accommodated the material.  Mr  ****** then came into Carpetland and we not only gave him new product but we upgraded him at no charge.  At this point he requested labor which we did not install, was not a manufacture defect, and could not provide a labor bill.  I offered $****** and he accepted.  Within a short period of time Mr ****** went on the ******** app and slandered us with false information and threats.  The manufacture rep saw this and revolked the labor offer due to his ongoing false claims.  He has continued to provide false information and slander us on the internet. 

  His issues was caused by local factors per the inspection report.  Due to Mr ******** continual threats and false claims on the internet the labor offer is no longer available.  We provided new upgraded material at no charge for a product that we did not install and the issues were site related and locally caused.  Thanks 

  Customer Answer

  Date: 06/13/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  The install was done correctly, I already submitted the pictures of the 1/4 gap the installer left & I provided pictures of the center of my floor completely away from any sunlight and you can see the floor is severely warped.. it was in fact the material that was bad & Mike just doesn’t wanna admit it *** * **** **** * ******** ***** **** ***** ** ***** ******* ***** ******* *** **** ***** **** **** . I do have the new material that they gave me but I honestly don’t even wanna lay those in my home as I know nothing carpetland sells is a quality material.. I’d just rather give all the material back & have a complete refund please & I will never again do business with them again .. it took 3 years to get new materials from them after they’re materials failed .. I don’t know what kinda company handles buisness this way but it’s not one that I ever wanna have anything to do with . I’d appreciate a full refund of all the money I spent there & I’ll give them back the material they gave me in full 
  Sincerely,
  
  Jeffery ****** **

• Initial Complaint

  Date:01/31/2023

  Type:Billing 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 financed floors, carpet, & special ordered 2 carpets to be made into area rugs. Bailey in the finance department and Mike *****- the owner said I can return them. They were returned to the carpet land. They refunded the credit card where everything was financed through. All of a sudden now have an $******* bill due through carpet land- not on my financed portion- a separate bill- that the owner states is from the special ordered rugs. When emailing the owner- Mike ***** he no longer responds when I reminded him I do not have the carpet in my possession- He accepted the carpets back. I also reminded him that Bailey in finance & himself said they are returnable. I was refunded through the ********** financed portion. And now receiving a separate bill for carpets I do not have & was refunded for once before.

  

  Business Response

  Date: 02/02/2023

  This was simply a clerical error. The system sent a statement while we were in the process of correcting inventory. The balance was zero before Megan recieved the paperwork. I have tried to contact but no response. We have emailed the paperwork showing the zero balnace. If there are any questions Megan is free to call me at the store.

• Initial Complaint

  Date:08/12/2022

  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.

  My fiance and I ordered laminate wood flooring to be installed in our new home back in April 2022 through CarpetLand. The following is a list of issues we encountered during installation: (all can be proven with pictures - also our painter was there while this was occurring and witnessed it personally himself) 1. Installers put two holes into our walls from not being careful with the floor boards (our painter fixed these holes and charged us) 2. Installers scraped down the side of our cabinets in the kitchen and put a hole in one of them (again, fixed by our painter) 3. Installers left black hand prints ALL OVER fresh paint which our painter had to paint over (we tried to remove them without luck) 3. Installers messed up when they put our toilets back on and we had water leaking EVERYWHERE. Had to buy large fans to fix the mess and have walls repainted in bathrooms. 4. Installers tried to overcharge us by 600 square feet. Finally, Carpetland sent someone out to measure and agreed with us that they had overcharged by 600 square feet. We are still happy to pay for the materials but clearly a discount needs to be provided. We paid an extra $**** to our painter to fix these issues (which he has happily documented and can sign off on) and yet Carpetland refuses to discount even a PENNY from our invoice after this horrid experience. The owner and his son have not been helpful and in fact have said the contractor used "is one of the best they have" while in the same breath admitting he blatantly lied to us about square footage to try and get paid more money. We are disgusted and something needs to be done to make this right.

  

  Business Response

  Date: 09/19/2022

  Business Response /* (1000, 5, 2022/08/23) */ We have tried reaching out to Mr ******** to resolve by phone and email. I have requested a receipt but have not received a response. I have no problem crediting the $******** but am simply requesting the receipt the painter will sign off on. All Mr ******** needs to do is pay the invoice amount less the $******** with the receipt. Thanks. Please let us know how to proceed. Consumer Response /* (3000, 7, 2022/08/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) Really interesting this response comes across as though they've been willing to credit the amount for such a long time and simply waiting on us to provide a receipt. Untrue. It wasn't until we filed a complaint with the BBB that suddenly they asked for a receipt and agreed to credit the account. They tried calling once to which we responded we'd like all communications via email so we have them on record per our lawyer. Thank you to the BBB for lighting a fire and actually creating some kind of response from them. We have been dealing with this since April and have records showing they never asked for this receipt or offered a credit until we filed a complaint. Sad it took a third party getting involved. Consumers Beware! Business Response /* (4000, 14, 2022/08/24) */ I'm sorry but what this could have been resolved if he would have simply answered the phone. We had an original phone call which I did decline his refund request. But after receiving his email showing photo's of the issues I reviewed and researched and agreed there were issues that needed addressed and repaired. At this point a discount would have been discussed or issues repaired. I'm sorry Mr ******** had a bad experience but what is being stated is simply not accurate. I made multiple phone call which were not answered. This could have been resolved without the third party or BBB if Mr ******** would have responded to my calls. Thanks Sorry about the complaint. Consumer Response /* (4200, 16, 2022/08/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) Again, per our lawyer we asked that communication be done via email so we had a record of what was being said. This isn't some crazy idea - this is how businesses handle complaints when they get to this level. You're correct - we didn't answer the call since our original call got us nowhere. Instead we emailed you asking to email us back. Why is that such a difficult concept? It benefits both parties to have these issues in writing and I hope in the future you'll respect someone's wishes to do so.