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:02/21/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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.

  On January 20, 2025 Marina carpet came to install carpet in my basement. It snowed the night before. I shoveled my driveway and walkway. They came without drop clothes. I put down towels. Upon bringing the carpet in they damaged moldings upstairs around two doors. They also damaged a bifold door in the basement. They cut the wire to my landline. I contacted the company and ***** told me to get an estimate. I went to her with estimate but she requested an invoice and said she would pay them directly. Later that day she offered me $250. After receiving the invoice she offered me $300. She said the installers claim they didnt do the damage. I had sent her photos after first conversation. I had asked if they can recommend someone to use since they think estimate is too high. She didnt. I stopped at ********** on my way home and spoke with someone. She thought the estimate was reasonable but ********** wouldnt do that job. She also said they deliver carpet wrapped in plastic. Marina carpet did not.

  Business Response

  Date: 02/21/2025

  we did install carpet at  the ******** home....At that time apparently the installers did scratch areas of her trim and moldings ......her first estimate to us was  for $682.57......which included a new bifold door ,all products needed to sand and stain and labor ...............we feel all can be correceted with some sanding and staining..........not a new door ....we offered her $300 to settle based on not knowing if all damages were done by us since it was trim that was existing and not just installed ........as far as  a wire our contract clearly says we are not responsable for wires around or across any room.....

  then suddenly she sends a new estimate for $1132.00....

  we feel we gave her a fair offer for $300....

   

  thank you

  Customer Answer

  Date: 02/21/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The bifold door cannot be sanded because there are chunks removed . Therefore a new door must be purchased and customized then finished. 
  The phone wire was taped to the wall. They must have knocked it down but that a minimal price. 
  The original quote was lower because I thought the $450 labor was total labor for two days work not per day. I found this out when I requested invoice. He added on more labor because now hes picking up the material instead of myself. Thus option was done when I was informed they would pay the contractor

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ********* ********
  
  
  
  
   
  

  Business Response

  Date: 02/24/2025

  My installer does not remember  chipping the doors ...they do understand they hit SOME trim work.which we will take responsability for ....as far as the wire ..wherever it is we are not respondsable..........i will make one last offer at $500.....after that i'm sorry we can't go any further

  Customer Answer

  Date: 02/25/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

  I do not accept the offer of $500. I had asked earlier today if they would  settle for $600 before I file with small claims court . $600 is lower than the initial estimate of $682. I was told shes out of the office and will get back to me Wednesday. 

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ********* ********