ComplaintsforAmerican Carpet South

• Initial Complaint

  05/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an order for flooring to be done on the first floor of my home from **********. The floor was placed incorrectly and then I received a voicemail stating a problem with the flooring. I told the installer **** who spoke primarily Spanish that I wanted the flooring flat without a transition strip in one of the rooms. I was told by ***** that that would be fine because the size of the room was not that big. In my contract it states they will tell me if the floors dont meet and I could have the option of plywood so that the floors could meet between the living room and foyer. I now have a three-quarter inch difference in the flooring with a transition strip that already cracked because of the tension. I was not offered the option of the plywood. I specifically told three people I did not want a transition strip there. Now it looks ridiculous because the floors dont even meet, and the transition strip is sloped. They called me when the floors were done without giving me the option to make it level with plywood. The floors had already been installed . It is in my contract that they would tell me if they need to build up the floor. They refuse to come out and fix it unless I pay for the labor again for them to put the floors down that shouldnt have been put down in the first place. ACS knew I wanted the room flowing without a transition strip in that area. ******************** and ****. The floors were put down and then I was informed there was a problem with the floors. I have a voicemail from **** at ASC stating such. Throughout the whole project, I had to use an interpreter from ACS via telephone to speak with the gentlemen doing my floors. ACS is stating they Will not come out to fix the floor unless I pay for it to be pulled up again and replaced. **** informing me there was a problem with the floors at completion so I dont understand now while theyre saying they did everything right. .

  

  Business response

  05/24/2024

  Thank you for letting us know about the issue with your installation.
  
  We have thoroughly examined the details of your order and contacted ********** to address the issue. If you would like to contact the ********************* at ACS, please call us at *************. Additionally, we have emailed you our contact information so that we can arrange a convenient time to discuss the matter further.
  
  We truly value your feedback and look forward to hearing from you soon.
  
  Sincerely,
  ACS *********************

• Initial Complaint

  12/03/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Original floor installed 9/20/21 through ****************************.by ACS. The Lv flooring started separating November 10,2022. ********** via the manufacturer inspection deemed flooring defective . New flooring (same brand LV as original) installed April 2023. Same installers ****** have been calling ACS since April because the 2nd flooring is also separating. I spoke to ***** from ACS corporate ************. Sent someone to hammer down the plank. I was talking to ***** up until October 21st about baseboard issues ACS didn't install. He had the quarter rounds sent October 31st *************************************** ********** corporate. I did report to them with case#******** phone number for corporate ************. I have boards separting all throughout the house. I am requesting a complete refund from ********** for this job. I will have a local privately owned company redo my floors. ********** sent someone to inspect the 2nd flooring put in and they said "no defect" in the flooring. So is this due to poor installation or product? I'm a consumer and just want a product that is installed correctly. I paid $10,000 for a faulty floor and or installation. Thank you

  

  Business response

  12/12/2023

  Hello,
  
  ACS and ********** have collaborated to find a solution. You should expect a call from the District Specialty Manager regarding the decision, and they will provide you with the necessary paperwork to review and sign. Please don't hesitate to reach out if you haven't been contacted or provided with the paperwork yet.
  
  Thank You,
  ACS ****************

  Customer response

  12/17/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***********************

• Initial Complaint

  07/11/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  ACS installed carpet in my apartment, workers refused to reinstall the moldings back saying that they did not have the proper tools to do it (which mostly just a hammer). The moldings were damaged and ***** during the initial removal. The company manager has a different excuse saying that it was not in the contract to reinstall the moldings and workers did not have the right tools to finish the job completely. It was an extra 15 min. job and everyone would have be happy. Very bad and poor customer satisfaction practice, never do business with them again. At the end I reinstalled the moldings back by my self in 45 min. and I not a handyman.

  

  Business response

  07/28/2023

  Hello,

  After reviewing your installation, I regret to inform you that the carpet installers do not have the required tools to install quarter-round as it is typically included in Hard Surface installation. ACS has received your email and responded by offering further assistance. If you wish to reach the ********************** please call ************** between Monday to Friday from 8am to 4:30pm.

   Thank You

• Initial Complaint

  05/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  26 May 2023 Price paid - a little over $9000 for the hardwood and installation.American Carpet South are hardwood floor installers.The installers informed me that they ran out of hardwood, so they started using the left overs. They installed very discolored wood, wood with holes, and wood that was previously cut. I noticed they weren't using the moisture barrier. I requested for a third party inspector to review the work. The third party inspector said there are two areas where it appears to be no moisture barrier. He said my floor will eventually buckle. At that point, I'll have to pay full price to have my floor redone. ACS installers rammed my china cabinet into the wall damaging the drywall, but never mentioned it. ACS offered me $400 to cover the damage to the drywall. They also offered me $200 for the workmanship. The main company offered me an additional $5000. If this happens to you, write the ********** Attorney General and the Federal ************************* at www.ftc.gov.

  

  Business response

  05/17/2023

  Hello,

  
  

  We have previously collaborated with you through care tickets and a ******** claim. After starting the resolution process, there was a pause in communication from your end. However, we would like to inform you that ACS has already sent the $400 for your Sedgwick claim, and they are still committed to addressing your concerns about the workmanship, as previously discussed.

  
  

  Thank You,

  ACS

• Initial Complaint

  01/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased hardwood and installation from *************** The ********** used American Carpet South (ACS) as installers.-ACS failed to pick up from the store, the moisture barrier from the store, as it was listed on the work order and they started work without it. The ********** employed a third-party reviewer to evaluate the work ACS did and the reviewer said there were two areas that didn't appear to have moisture liner. He said, over time, the floor will buckle because it does not have the barrier.-The ACS installer informed me that they ran out of good wood, so they used damaged and heavily discolored pieces. They did not stop work and order new wood. Now, I have lots of areas with 4-5 dark colored wood which makes the floor look dirty.-ACS installers rammed my china cabinet into the wall causing damage to the drywall. They never told me.-ACS left excessive amounts of wood puddy on the floor and walls.The reviewer noticed it as well.-ACS failed to use material appropriate for a room transition and now it sounds like you're crashing through the floor as you step on the transition. They used cardboard for the transition material.-ACS offered me $400 compensation for workmanship and $400 to repair the wall. The amount for workmanship does not cover the cost to correct the discolored floor. The never paid me for repair to the wall.

  

  Business response

  01/10/2023

  Good Afternoon

  
  

  We apologize for the delay As per an email that was sent out by ****** earlier today she stated the following...

  Upon your signature we can have check overnighted to you. We apologize for any inconvenienced caused. 

  
  

  Hello ******,

  My apologies in the delay in getting back to you regarding the damage claim.  Of which you accepted the $400 settlement for damages.

  I had not received a signed copy of the release form in order to process payment.  This was email on 12/13/22.

  In todays follow up email, I recognized 2 typos in the previous release form.  If you would please review the new form attached to this email.  Sign and return the signed copy to ************************************** or send a picture of the signed document to cell phone number ************.

  As per our process, payment cannot be process until a signed release form is received.

  Thank you kindly and AGAIN, my sincerest apologies.  I definitely own my error and look forward to hearing back from you.

  
  

  
  

• Initial Complaint

  09/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 9/8/22, ACS attempted their first installation of carpet in our basement. Upon arrival, they were unaware of the ceramic tile in place (despite our previous conversations over the phone, and an onsite estimate by ********** employee). They had to buy glue to adhere perimeter tack strip and schedule a follow up installation. Upon leaving they asked "do you mind if we leave the carpet in the basement." Not knowing the implications, I said it wasn't a problem.On 9/15/22, ACS returned with a different crew to try again. They unrolled the carpet and noticed it was wet. Upon my review, the carpet was soaked through along an entire edge (~ 15 ft by 1 ft) followed by a dry section (~15 ft by 3 ft) followed by another section of wet suggesting it was rolled up and sitting in water. I can't recall if it was cased in plastic and it wasn't raining when delivered; I never touched the carpet then. They insinuated the wetness was our fault. However, our basement is dry (new water damage in new ceiling and no sitting water; house was just inspected). There is a drain nearby with drainage pipes from the air conditioner that clearly empty into a drain beyond the reach of the current tile floor and where the carpet will be placed. There is no water on the tile or ground and given the complete saturation of the carpet, there is 0% chance that any sitting water would be sitting on the floor and not noticeable; not to mention how much water it would take to soak the carpet as it was found. We spoke to a supervisor with ACS that day and several times since who told us there was nothing he could do and that the carpet should be fine. He further insinuated that a water leak from our basement was the problem. He told us to buy a dehumidifier ($150) and dry out the carpet. This took 5 days and I have concerns about installing water damaged carpet, even if it is under warranty, given the poor customer service experience. We just want new carpet installed or a total refund.

  

  Business response

  10/04/2022

  Hello Mr. ***** ****************,  

  
  

  Thank you for taking my brief call this afternoon!  It is much appreciated.  On behalf of our company, please accept my apologies for your experience.  I have reviewed the install order and it looks like ACS will be returning on 10/19/22 to install new carpet, replacing the wet carpet.  Please know that our managers will be providing additional training to our installers and our staff on customer services.  Back to basics.  customer care 101, "listening, hearing and resolving in a manner in which they would want provided to them" if they were in a similar situation.  I look forward to speaking with you again tomorrow around the same time that we spoke today.  I did text you our office direct phone number.  Please know that you are welcome to reach out to me at any point.  take 

  Customer response

  10/05/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *********************

• Initial Complaint

  09/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My flooring was initially installed in May 15, 21 and 7/5/21 I reported to the company there was an issue in the kitchen. Any issues were to be covered under warranty. Acs sent people 4 different times to inspect my floor telling me that the floor was unlevel. Each time they told me I need to buy more boxes of flooring (2, then 3,5, 7 ) and then self leveling cement (3 then 6). On 1/17/22, they came to rip out the kitchen floor. The installer saw there was a wet spot on the floor and left, and some from Acs called me and said I need to have my dishwasher looked at. My dishwasher was fixed in three days and despite many attempts for calling ***** never heard back. My kitchen floor was never reinstalled by them. Additionally, despite reporting issues 7/5/21 they never acted actually acted it for 6 months despite me indicating that the issue was spreading. Id like a refund for the kitchen as they stated for 6 months it was unlevel without taking any action despite me paying for leveling on 5/14/21. I can no longer access the electronic contract but kitchen floor cost me at least ******.

  

  Business response

  10/18/2022

  Good afternoon,  Our apologies for your experience!  Upon review of the installation, ACS would be willing to refund the kitchen portion of the installation.  If you would please contact me at ************ to further discuss.  In the meantime, I will follow up with the store to confirm the amount you've paid for this portion of the installation.  Again , our sincerest apologies.  I look forward to hearing from  you. C stevens 

• Initial Complaint

  07/16/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  ACS installed a carpet in our family room. The installer damaged a step in the process. Our newly installed step had a huge chunk of wood missing after the carpet installation. It looked like a hammer went through the edge of the step. The installer admitted to the damage. They did a very sloppy patch job and in the process of patching and staining the step, left stain spots on the newly installed carpet. The patched area on the step is uneven and is stained darker than the rest of the step. Despite several phone calls and emails, the problem remains. The owner of ACS visited our home to see the damages and refuses to take any responsibility and refuses to replace the step with a solid step that is not patched or do anything about the stains on the newly installed carpet.

  

  Business response

  08/08/2022

  Good Afternoon,

  
  

  .  On behalf our headquarters customer care team, our sincerest apologies for the delay in response to this BBB complaint. Upon research of the installation order, it appears that AL F was able to resolve the matter with you by distributing a check to you on 7/19/22.  It is noted that he was going to hand deliver this to you.  If you would please confirm if you have received the check or not.  If not, we will be sure to contact the *** workroom assigned to your job location.

  
  

  Thank you Kindly,

  
  

  
  

  
  

  
  

  Customer response

  08/08/2022

  
  
  Complaint: 17576391
  
  
  I am rejecting this response because:
  
  The damage to the wood step was reimbursed and our contractor is installing a new step. However. The stain on the carpet remains and needs to be addressed.
  
  
  Regards,
  
  
  *****************************

  

  Business response

  08/17/2022

  Hello,

  
  

  Thank you for the reply.  We will be sure to reach out to the workroom with your concerns about the stain to resolve this matter for you. 

• Initial Complaint

  01/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had 2 things done, carpet in bedroom, and laminate in a small hallway where washer and dryer are. Carpet was fine , but the laminate install was horrible. .They were supposed to put 3/4 round the laminate, which they never did. They left partial carpet different places which was not supposed to be, and carpet up to washer and dryer where they were told to take it up yo the tile that is under the washer,etc. I cannot believe I am even saying this, but head installer could not understand English at all. he also tooka piece ************* floor that wasused to bring wood floor and carpyet together

  

  Business response

  02/14/2022

  Good Morning~

  
  

  Our sincerest apologies for your experience thus far.  I was notified of this issue on 1/31 and had partnered with an install manager to resolve for you.  However I neglected to update this BBB source.  I am so sorry .  If you would please call me at your earliest convenience at ************.  I would like to ensure that all materials for the *** completion are on site at your home.  In review of the order, it is noted that ACS had attempted to call on 2/9/22  in order to schedule completion of installation. I would be happy to contact our scheduling department to be sure and give you a call again. In the meantime, I would like to hear back from you in the interim.  thank you, Claire *******

• Initial Complaint

  01/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In Aug 2020, I contacted ********** about installing hardwood flooring in my house at *************************************. They sent someone out to measure the area needed covering, and after 2 months, finally gave me an offer on how much it would cost. ACS was their installers (instead of ********** employees). That's when it all went south. They (either ********** or ACS) ordered the WRONG amount of flooring. ACS's first installation team had come out to install it. Only the ******* spoke english. They installed ONLY 1 set of stairs then left for the day (the job was 2 sets of stairs, 1 hall way, 1 living room, and 1 bedroom). The team left a COMPLETE mess in the garage (where they used it to cut the wood), although I asked the ******* BEFORE they started to clean it up afterwards (my garage was spotless). NOW there is sawdust everywhere. The team also ****** all over the bathroom commode. I later found out why they left... and it was due to a lack of flooring that had been ordered. I was left with ALL my furniture in the kitchen since Oct 2020 until Dec 2020 while they had to order more wood, unable to use my kitchen for cooking (had to eat out for every meal). Once they installed the 2nd part of the job (bedroom, living room, hall way), they left half the stair's hardwood flooring in the garage, moving it from inside the house to the garage. Weeks later, a day before the stairs were to be completed, ACS called to confirm the install. However, because the flooring was not acclimated INSIDE the house, they had to reschedule YET AGAIN. I'm still waiting at this point for the job to be completed.

  

  Business response

  01/14/2022

  Hello,  I have spoken to the customer regarding the ******************** complaint.  ACS has agreed to pay for cost of cleaning when the installation is completed.  Currently ACS and customer are awaiting delivery of  new materials.  On our recent visit, the product on site was damaged. The store was advised to order 5 cases of material, 7 stair noses, and 4 t-molding.  I have emailed ************ our phone number and email information.

  Customer response

  01/14/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  now we'll just see if ********** actually lives up to their promise and orders the right parts. this is their 4th time of ordering parts (original order and now 3 re-orders).  i have such little faith in ********** that I would not be surprised if they failed yet again.
  
  Regards,
  
  *********************

*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. ↩