ComplaintsforJoy Carpet Co.

• Initial Complaint

  05/09/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I purchased a carpet from Joy carpet w/ installation at 11/17/21 a few weeks later they came, installed it I don’t have that exact date. I paid $2367.63. It was for a living room and bedroom. I asked him at the time of installation why I could still see the seam on the carpet. He told me it would go away with time and took a little pair of scissors and snipped some of the fibers. I called again around September ‘22 to tell them the seam was still visible , I waited for them to get back to me calling them repeatedly finally on 12/12/22. The owner Joe came over. He arrived all agitated and came in asking to see what he needed to repair that somebody else messed up. I informed him that they had install the carpet. He said he thought he was here to make money fixing somebody else’s screwup! He looked at the seams and how the carpet was coming apart in certain areas he told me that it was not his fault, and that my dog must have done it or that I was using the wrong vacuum cleaner! He then told me to simply cut off any strings that kept coming up! During this visit, he was screaming and yelling at me and waving his arms and very honestly, I was afraid, and simply wanted him out of the house! He refused to listen to anything I had to say. I called his business shortly after he left and talked to his wife Patty, and told her how upset I was, and how I was treated! It continued to get worse, and about three weeks later I put down a large area rug in order to cover the same and stop it from getting any worse. I told Patty that I was doing this and she said to be careful because it could rub on that area make it worse. She warned me what kind of backing to make sure was underneath the area rug. I made sure it was ok. I finally decided to have somebody else present when he came back to talk to him again about repairing this! He came after several delays. over six months had gone by since I originally had called. He came back with his wife, and totally refused to do anything!

  Business response

  05/31/2023

  I was never informed until recently of the situation, unlike what she stated. The seam was fine at the time of the installation. Even though it is out of the 1 year labor warranty, I attempted to help her. The finding was that the seam is in tact. The backing is still fused and sealed. The fibers have been ripped from the backing. I have been an inspector for the MBD Floor inspection Service for over 30 years. The evidence indicates that an animal caused the damage. I inspected the carpet for the second time because she hounded my wife with a barrage of phone calls and even stopped in my store for an hour, My wife really wanted to help her. The second visit I witnessed two rambunctious dogs jumping all over the back patio doors which confirmed my beliefs. That was the conclusion that I suspected, The dogs were not present upon the first inspection. I assure you that I really wanted to assist Mrs. ***** but she was very demanding and insulting both times I made the attempts. And please realize that it is out of the installation warranty. Since she is so dissatisfied with my conclusion she could submit a claim with the manufacturer, ******, and let them hire an independent inspector to tell her what she should already know that the dogs did it. Please don't let this go, Deem this claim to be unfounded and believe that an honest attempt was made to help her,  Sincerely, Joe Commisso dba/ Joy Carpet Co. since 1986.

  Customer response

  06/05/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  BBB received the following response from the customer: I am not sure what Mr. Commisso considers recently because this is the actual timeline of my attempted contacts to rectify the situation. December 2021, the carpet was installed. Fall of 2022, well within the 1 year labor warranty I contacted Joy Carpeting AKA Joe Commisso, that the seams were separating. He came to my house and looked at the shoddy installation job and verbally harassed me and claiming it wasn't his fault. Although I should have contacted the Better Business Bureau then, I tried to be reasonable and instead on 3/22/23 recontacted Mr. Commisso through his wife Patty. Since I was concerned about his violent attitude and harassment at our 1st meeting. 3/8 I sent Patty a text, "Any thoughts about my carpet yet?" She responded he was going to try to stop but it didn't work out. 3/25 I again asked what the plan was to make my carpet right. Patty replied that she had reached out to Joe. 4/22 I asked again what was happening and she said she'd reach out to Joe again. 5/1 I sent her another picture and told her the problem was getting worse and she responded that she would show it to him. 5/7 He came to my house, looked at my carpet, claimed my dog caused the problems while shouting "Claim denied." The 2 dogs he referred to in his response in my original claim were actually visiting from Pennsylvania for the weekend. Their pet parent witnessed his uncalled for and threatening behavior. In conclusion, my carpet wasn't installed properly and it needs to be corrected or replaced. Regards,  ***** ******** ******  

• Initial Complaint

  08/20/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Half of kitchen is scratched on new flooring due to negligence from the installer. There are dings and marks in the dining and entry way. Installer broke molding on the entry way and did not tell us. Installer attempt to cover up molding damage on entry way door with caulk. Estimated 700 dollars in damages to have areas repainted. Seeking resolution to be reimbursed of 700 dollars in damages from installer and have kitchen flooring replaced as it is scratched from installer throwing tools around. The scratches were brought up to the installer, but my wife and I were advised "it would come right out". This is not the answer we are seeking. We paid close to $7,000 dollars for this job.

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