Complaints

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:04/03/2023

  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.

  We purchased a home from *************** in 06/2022. The week before closing we did a walk through with the *************** construction representative. One of the kitchen cabinets was missing in addition to other cabinets pieces and items in the home that needed to be repaired/replaced. The cabinet parts and replacement items still have not been replaced to date. After following up multiple times with *************** and their vender Carpets N More. The original missing cabinet was replaced but with one that was of a different color. When installing said cabinets the contractors from *************** also stood on the counter top and cracked it underneath the gas cooktop. Throughout the last several months it has been nothing but follow up from me to both *************** representatives and Carpets N More attempting to get these things repaired and replaced. It has been a constant and consistent revolving door and extremely unsatisfying outcome. Last month I had both *************** and *************** employees (construction supervisor/warranty representative) in our home stating that the cabinets would be repaired/replaced/ and corrected within 30 days, in addition they stated that the cracked counter would be replaced and sealed. *************** also advised they would be paying to have the new counter sealed. Now it is going on 30+ days that anyone from *************** and/or Carpets N More have contacted me in regards to the cabinets. I have however spoke to a representative from DR ******* ************************************ multiple times in the last two weeks trying to figure out the payment and scheduling of the counter sealing but have had no luck with them giving me a solid answer as to if and when it will get done and how payment will be processed via ***************. At this point I have lost all hope, I am extremely frustrated and exhausted by the entire ordeal. I believe I have been more than patient and accommodating with everyone's numerous requests of access in and out of our home during hours that my husband and myself work, time with our family/extended family, or other plans in general to constantly meet someone at our home throughout the last 6-7 months for "a photo/s" to send to "upper management" or "someone in charge" that have already been taken by the same person or another representative and originally sent via email/text myself and via warranty website for submission. I have continued to follow up with everyone I believe to have been involved with the repairs and never seem to actually get any resolution. As I stated to both representatives from *************** and Carpets N More, I have had to cancel hosting Christmas in our BRAND NEW home with family that was scheduled to fly in from different states due to being advised that the cabinets were going to be arriving the week prior and scheduled to be installed during the holiday week. Last month I opened our home and met with representatives from both companies and expressed my frustration. We trusted that when they said that they would have coloring samples done within a week-week and a half and the repairs would be done in 30 days that they would fully intend to have the project completed. But instead we have yet to have someone reach out, show ** any of the samples, or even advise ** that the cabinet replacements and items are in and will be installed. We now have that same family that was supposed to come during Christmas scheduled to come the second week in March for our daughters' birthday and a family reunion that we are to host and our cabinets are still not finished! This is beyond comprehensive, extremely unprofessional and absolutely unacceptable.

  Business Response

  Date: 04/13/2023

  Meeting with Homeowner occurred on 04/13/23.

  Attendees: ************************ (Owner), ********************** (Dir. of ****** Services), Homeowner.

  Carpets N More is in agreement with replacing items reviewed during this meeting. Items are being produced for approval relative to color. Additional meeting for approval will be required once items are available. Carpets N More will continue to work with Homeowner on timing and review.

  Customer Answer

  Date: 04/14/2023

   
  Complaint: 19882732
  
  I am rejecting this response because: Waiting for Carpets N More to meet their timeline before accepting this and moving on. This has been an ongoing issue for the last 9 months and has yet to be resolved. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 04/27/2023

  Homeowner and Carpets N More are in agreement on a repair installation date of Tuesday, 05/02/23.

• Initial Complaint

  Date:08/09/2022

  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.

  This is the 2nd time Carpets N More sold me a defect manufacturer flooring. 1st flooring took 2 years to replace with a new laminate. But 1 year later, I encountered same issue. I emailed Lyle re: flooring issues (buckling up and protruding) on 12/27/2021. He arranged for Adam (customer Service) 2/14/2022 to follow up. Tony (inspector) came by to take pics and evaluate. Then on 3/1/2022 was told 3rd party vendor inspector would evaluate. waited for few months to get this approved as it was determined AGAIN manufacture defect. (they discontinued laminate I had) 6/21 Lyle asked me to select laminate replacement. Picked out. WAITED. I took numerous days off from work to accommodate their inspection. WAITED for supplies. 7/22 Delivered ONLY 2 boxes of laminate. (when they did not supply more to cover my entire house) they were short. I opened the box ONLY to find out the laminate was NOT the correct size as original (significantly smaller); asked for replacement. WAITED for another replacement; went to office to select laminate 7/28; was told 2-3 weeks to get supply; would NOT expedite freight $275; passed ** to Stacy Y******* (carpets n more customer service) received status they received laminate 8/8 Monday. WAITING again for install/acclimiating date. It's been a horrible process with no resolution. Taken 12/XXXX-X/9 Pending resolution. I would like REFUND or need them to expedite install over weekend. I am unable to take anymore time off from work. I'm very very upset and losing my patience. (I have text /email orrespondence as proof with our communication IF needed)

  Business Response

  Date: 09/21/2022

  Business Response /* (1000, 8, 2022/09/01) */ Carpets N More through communication with the customer have installed and resolved concerns as of 08/25/22. There are no further action items at this time.

• Initial Complaint

  Date:05/27/2022

  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.

  In October of 2021 I ordered LVP flooring and Carpet to be installed in my home. From the start of the initial order I experienced many problems with this company. I've attached a detailed timeline of my interactions with them, along with the issues experienced. Below is a summary of main points and issues: -There was a lack of response, timeliness, and professionalism in dealing with them. -A few of the employees were rude, and unwilling to address my concerns. -In the first installation they did an unsatisfactory job: large noticeable seams in the carpet, divots or dips in certain areas, untucked edges, noticeable nails (holes) on the stairs, poor clean up after installation. -In the replacement installation they made a large error in the stairs. There was not enough replacement carpet to cover it's entirety, so they used part of the original carpet along with the replacement, which is two different tones. -In the replacement installation they ruined the base boards, left multiple dirt marks on the walls, punctured the a hole in one wall, and damaged the master bedroom door. One of the lower hinges is damaged and the door will no longer close. The stairs have multiple areas where there are noticeable bumps OR divots as well as noticeable puncture holes. There are multiple areas where the carpet is not tucked in. I have asked the company to come out multiple times to review the replacement installation so they can see the errors and have been disregarded. I've sent multiple photos, but due to the lighter shade of carpet it's hard to tell. However, in person, the errors are quite obvious. The replacement job was just as bad, if not worse than the initial installation. I would like a full refund as I'm not happy with the job, and I will need to have this fixed.

  Business Response

  Date: 08/31/2022

  Business Response /* (1000, 5, 2022/06/09) */ Customer Service Dept. called customer (M*****, Josephine) on 06/09/22 at apx. 4:00pm in an attempt to schedule an inspection of the stated issues. Customers in-box is full and a voice message is unable to be left. A text messsage was also sent requesting an inspection. Carpets N More is committed to working with the customer, inspecting stated issues and resolving. A refund will not be considered at this time and we reserve our right to inspect and repair as nescessary. No determination of issues or fault has been made and cannot be made until an inspection occurs. Consumer Response /* (3000, 7, 2022/06/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I saw a missed called on my phone but no message left. My voicemail is not full as I've received voicemails from other callers. Prior to my complaint, I had called Sandra the customer service manager multiple times and did not receive any return calls from her. I also left multiple messages and no return calls. I had to call Lyle S*** the other manager to let him know that Sandra is not returning my calls. I also told him that they could come over to do the inspection to see the mistakes if they wanted. He told me that he will let Sandra know about it. That was ultimately disregarded. Prior to my BBB complaint many days had passed with no calls from the company. I gave them ample time to correct their mistake and all I received was dissatisfaction and frustration. I sent an email to Sandra dated May 2, 2022, and copied Lyle S*** with no response until I filed a complaint. Since I have given them a chance for how many times, I have the right to reject their request to do it again. It's my right now to ask to get the refund of my money. Refund is all I want at this time. Business Response /* (4000, 9, 2022/06/25) */ Customer retains all product and services provided and there is a dispute relative to acceptable standards. Carpets N More is willing to inspect and/or provide an unbiased third party inspector to review and make recomendations of repairs. Based on the inspection findings, Carpets N More is happy to work towards a settlement agreement in lieu of replacement if that is the customers desire. Carpets N More cannot issue a refund in full when all material vendors and service providers have been paid and the customer has the finished product installed. Consumer Response /* (4200, 11, 2022/07/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) Carpets N More is a good pretender. They are saying that they will send an inspector or provide unbiased third-party inspector but I don't believe it. They've already sent 3 people to do the inspection in the very beginning of this problem. They are hiring people who they advised were experts with this kind of problem. But they are not, and they are the one's who caused the problem. They don't have great experience with this line of work. This is how this company operates. This is their MO. I already give them an ample time to do the inspections and to correct their mistakes. Do you think the three inspections are not enough? I was very understanding and cooperative with the manager Sandra and the associate Adam at the very beginning of this problem. They put me through a lot of frustration and inconvenience at the time. The result of the work they have done is not satisfactory. Instead of fixing their work, it was done poorly, lousy, changed the carpets with a different one not exactly like the one I ordered on my original order, and they broke my master bedroom lock and door hinge. That needs to be addressed and fixed. Vey unsatisfactorily and unprofessionally done. With this experience I do not what them to come back to do the work anymore nor to recommend this company to anyone. I do not wish anyone to have to go through the same experience that I went through with this company. The owner of this company should step in and do something about it. What I want is my refund of my money. The customer service manager Sandra told me that she will order the same carpet that I ordered in the beginning of my transaction last February for the replacement. But when the installation came last March 9, 2022, their installer Jovel asked me if I wanted to go ahead and install the carpet because it is not the same as my carpet that was installed in my house. I could not tell the difference at that time because it hard to see the big roll of the carpet in the plastic wrap and on the top of the truck. I could not see it very good, and I was assured by Sandra that it will be the same. I trusted her but when they were installing the carpet, I could see the difference. It was a very different color and texture. It is a different carpet that was replaced and installed in house. For this reason, I have the right to ask for a refund. The job is very unsatisfactory. The unprofessionalism of the manager and the director is not acceptable. Daniel H******* never response to my email. To resolve this problem, I am asking them to refund my money.