ComplaintsforCustom Carpet Centers

• Initial Complaint

  11/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7/26/23 I purchased a kitchen floor from Custom Carpet yo be installed. I placed the puchase for total amount of 1742.14. This charged was split between 2 credit cards. I was told that day by Noah (salesperson) that the tile was in stock and just had to be delivered to Tonawanda location where installation would be set up. I called numerous times to gave no one return my call. I also went in store where I was told there was no one there to speak to me. I was given names and numbers. I sent numerous texts and sent voicemails with no response. In Sept installation finally set up after 2.5 months. When my husband and I lifted the countertop we found major water damage. I left a note on the door because no one would answer or call back explaining that I needed to cancel installation, as the floor needed to be repaired before I could put a new floor in. Company never delivered any materials, or ever stepped foot into my house. I had to hire a new contractor to fix floor and install floor. The company finally called back today 11/16 stating they were not going to refund me because suddenly my order was special order. This floor was not special order and they waited all this time to finally call me after several calls. Messages were left with bookkeeper (Pam) who never returned call. Today spoke to Matt who was not only rude, but told me he would gave tile sent to me, as he was not refunding money. Job was never done, along with no communication.

  

  Business response

  02/21/2024

  We have already discussed this in detail with our BBB rep.  We were told that because this customer had an open dispute with her CC company that the BBB would not get involved and that the "complaint" would be closed and not published.  Since that discussion, the customer was refunded $1,000.00 for the labor we never did (because when we showed up to do the install, we found note on the front railing saying she was not proceeding with the installation. We had an installer with a fully loaded truck with her material on site and with no prior notice she felt a note on her railing was all she needed to do).  Her claims that no one told it was special order material is unfounded, which we have already explained to the BBB rep.  If a BBB rep would like to call me, I can be reached at ************ (Jay McDonnell)

• Initial Complaint

  07/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am very dissatisfied with Custom Carpets. I had flooring installed on May 5th and May 11th of 2022. I have tried to have the concerns addressed by contacting Customer Service, the installer and have gotten the run around from everyone. It has been 10 weeks and the issues still have not been addressed. The poor workmanship and communication with the installer to us is totally unacceptable and not what we expected from a reputable company. Disappointed we spent our money in Custom Carpets. And to make matters worst you can not contact the owner, Jay M  President of Custom Carpets to see if that motivates a response from anyone. A extremely dissatisfied customer. 

  

  Business response

  07/26/2022

  This customer purchased both carpet and hard surface materials and installation from us.  We have different installation crews and service crews for carpet and hard surface installations and that certainly added to the amount of time that passed for us to address the service issues cited by the customer.  We apologize for that delay in response.
  
  On July 20th, our Hard Surface Service Manager was at the home and addressed the issues regarding the hard surface installation.  On July 22nd, our Carpet Service Manager was at the home and attempted to repair some cosmetic issues having to do with a trim metal and a carpet seam that needed grooming.
  
  Upon completion of the carpet service, the customer refused signing off that the work was completed satisfactorily, citing her unhappiness with the locations of the seams from the original installation.  Our carpet Service Manager, whose installation expertise spans over 25 years in the field, explained to the customer that the location of the seams were exactly where he would’ve recommended they be located and that alternating the plan would’ve located seams in doorways and pass through, which standard operating procedure calls for avoiding that. 
  
  The customer claims that no one discussed seam layout with her prior to the installation, but it is important to note that she did not indicate any preference for location of the seams during the sales conversation or prior to approving the order.  Our contract states the following:
  
  Item #6  All seam placements are the decision of the installer unless otherwise specified at the point of sale and noted on the order.  Seams are not guaranteed to be invisible.
  
  The seams were all checked and are tight, sealed and free from overlap.  They are slightly visible which will improve with time, but there no compelling reason to redo them, as the result will likely be the same.
  
  This installation includes a metal trim piece that is arced.  This type of metal requires the manual bending of the piece and is extremely difficult to bend into a perfect arc.  That said, we offer to return to the site with a fresh metal and attempt (if the customer would like us to) to see if we can improve the look of the arc of the metal. 
  
  Again, we apologize for the amount of time it took to complete the service for this customer, but we are closing the service ticket on this project for the reasons stated above, unless the customer would like us to return to try to improve the arc in the metal.

  Customer response

  07/28/2022

  I disagree because the placement of the very visible carpet seam in our living room goes from wall to wall across the living room, which is only 12 x 16 feet wide, and four feet into the room from the wall, see attached photos. It was never discussed where would be the preferred placement of the carpet seam. The carpet to smooth floor metal "T-Bars" were installed poorly in both locations, as you can see in the attached photos.

  

  Business response

  07/29/2022

  We stand by our original response and offer..

• Initial Complaint

  05/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased some flooring and never received a receipt only the receipt where I made my purchase using my credit card. I placed the order on Saturday and I called back that following Monday. Was then I was emailed my receipt and requested to cancel my order and was told by Carla that I could not. Also showed the sales guy my measurements Stan and I am not a carpet installer nor do I sell carpet it was up to the sales guy to verify the amount I needed. I ordered 1 box too much and called the store to ask would they return it. After speaking with Mac who refused to give me his managers name. Told me that he would not refund my money as per the receipt I received. Again the receipt was emailed to me that following Monday and I requested to cancel the order as of April 4th and now per the email Mac M******** sent me states I had until April 5th to cancel. Just want my refund for this box of tile.

  

  Business response

  05/16/2022

  What follows is detail from 2 emails that were sent to this customer regarding this complaint.  It is important to note that this order was a "Material Only" purchase.  This customer had an installer outside of Custom Carpet Centers who gave her the quantity of materials needed for the job.  It is clearly indicated on our invoices that special order material is non-cancelable, hence our justification for turning down the refund request. Here is the email exchange between our GSM, Mack M******* and the customer:EMAIL #1I have looked into your request for the return of the flooring. We ordered the amount of flooring that you had asked us to order for you and you accepted the flooring. I tried to explain to you on the phone, this floor was specially ordered on your behalf. Per term #2 of the contract that you were e-mailed, “All special orders from manufacturers are non-cancelable by buyer” . If you had any concerns regarding the terms and conditions, it should have been expressed no later than April 5th, 24 hours after you received the contract. We do not do refunds on special ordered goods. It is unfortunate that the person that estimated your floor figured too much, but we are not responsible for that mistake. Perhaps you should speak with them about reimbursement to you for the cost of the floor. EMAIL #2I am aware that you called in on April 4th and spoke to Carla. You were concerned because you thought you had ordered the incorrect color. I am the one that spoke to you and we worked through the facts to discover that you had in fact ordered the correct color. April 4th at 4:49 pm is when I emailed you the receipt. That is why I mentioned that if you had any concerns regarding the terms and conditions you should have mentioned it by April 5th. It is also obvious that by the end of our conversations on April 4th you did not want to cancel your order. I can confidently say that because if you had, you would not have come in and taken possession of the materials that were ordered for you. You also had the materials installed in your home . Again, it is unfortunate that whom ever estimated your job told you to order to much. The discussion should be had with them regarding that.

  

  Business response

  05/17/2022

  We stand by our decision.  A copy of the order stating the no refund policy on special order material is attached.

• Initial Complaint

  03/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  7/14/21 Bought carpet and Vinyl flooring 8/14/21 Works extremely rude and offensive to my wife. Left tack strip exposed. 9/27/21 Vinyl flooring done but were 1 box short 10/10 Spoke with ordering manager who came to house to see how they miss measured 10/12/21 New box arrived but was damaged 10/19/21 Spoke to Mac district manager. Promised compensation after work was completed. Vinyl flooring completed 12/19/21 My daughter cut her foot on an exposed tack from tack strip. 12/20/21 Talked to Thomas Vice President who also promised to talk compensation after the tacking was fixed. Flooring manager came to fix the exposed tack strip. Who then damaged the transition piece. Manager said he would order a new piece. 2/7/22 Transition piece still not fixed and unable to reach to Tom. JC called and said transition piece just arrived. JC was informed that we no longer wanted their services and would like Tom to call us about compensation. 3/29/22 Still have not heard from Tom except for a letter informing us that there will be no compensation and he is consider the matter closed. Please see attachment for full details and pictures.

  

  Business response

  04/13/2022

  As evidenced in the attached letter to the customer that was sent on March 4, 2022, we recognize that there is a minor amount of work to be completed at the customer home to fulfill the contract between Mr. ********* and Custom Carpet Centers. We state once more that we are completely willing to finish the work and fulfill the contract. We are however, unwilling to discuss compensation for the amount of time that it took to complete. Due to a several of minor complications, this job took longer than we would have expected.  Quoting from Mr. *********’s BBB complaint, “JC (our installation manager) was informed the we (the *********’s) no longer wanted their services”. Should Mr. ********* change his position and decide to allow us to complete the transition piece, we are willing to do so.

• Initial Complaint

  03/13/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased carpet and vinyl tile to be installed, July 20,2021. Prior to this date the company sent someone to measure all areas and suggest what additional products needed. I was told by the person who came to measure that there would be transitions in the doorways and where the floor met the cabinet. When we ordered our products, the salesperson, Karen, only asked what color trim I was told that the vinyl floor had to be installed before carpet. Rec. call from Cliff, said carpet was ready to be installed, he didnt know I had vinyl floor ordered floor delivered 11-3-2021 delivery person called the installer and asked where to leave materials outside in garage or in house the delivery person left flooring in garage, on 11-6 the installer came, said he couldn't install because material was in the garage was too cold. Now my install date is Dec 14th dog chews on flooring On install date he says he cant use some of the flooring, needs to order 10 cases says he may not need all but have to order because 10 were damaged Spoke with owner Tom M******** he works with manufacture, whatever extra flooring we dont use can be returned if not opened new flooring delivered 1/12/2022 Installer opens boxes states that three boxes are damaged, he winds up opening all the boxes to compensate for the damaged boxes, he then states that he put back together five whole boxes. Unhappy with the install, the molding is too big and sticks out too far, the floor in front of cabinet has nothing there, no transitions, installer says you cant use those spoke with owner Tom, told him about all my issues, asked him to send someone to look at my flooring so he could see what needed to be corrected, he asked me to send pictures, finally he said oh well he sold a product and it was installed asked for refund for the damaged cases we received he said he would check with installer from 1-21-22 I have been trying to get this resolved with owner

  

  Business response

  03/29/2022

  As per this consumer's request, we have texted her to confirm that we will be refunding her $220.87.  WE APOLOGIZE FOR THE AMOUNT OF TIME THIS TOOK TO COMPLETE.

  Customer response

  03/31/2022

  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, but please don't close my case as he has made promises to me in the past and has not kept them. Regards, ****** *******

• Initial Complaint

  11/05/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased flooring May 29th, total $8617.62 with a proposed installation date late June early July. Did not hear from them, called late July to be told delivery of material Sept. 2nd, installation Sept 8th. Pushed back twice to September 11th, 1st installers came 9/11/21, worked 4 days and left job unfinished. 2 rooms partially finished, did not return on 9/16 as promised. Went to the store Manager with photos of mess they left, he was to escalate to Corporate. After weeks of phone calls and emails to the store owner, Tom O******** and John O********, a second crew was sent on 10/8/21, worked for one hour, said they would be back on 10/11. Called and said they had truck issues. Came back on 10/12, worked for two hours and said there was an issue, the 1st installers had put the floor in wrong and the entire floor would have to be redone. They took pictures and sent them to the Manager. On 10/14 the Manager came onsight and agreed the entire floor needed to be removed and reinstalled. We spoke to the store owner Tom O******** on Oct 21st to be told the material would be in and installation would occur the week of November 8th, worst case scenario 11/15. We have photos and documents of every conversation. 11/5 we received a call from the customer Service Rep, Peggy to say the installation would not be until December. I then sent an email to the store owner, John O******** to say that was not acceptable after constantly getting the run around and idol promises this would get resolved and has not after 2 months of my house being disrupted. Said we wanted a full refund. Then we received a call from Cliff the installation Manager saying he could get someone here day after Thanksgiving. Later, 11/5 we received a call from the installer, Jon saying he could not be here until Nov 30th. This issue is not getting resolved, time and time again given the run around. Our house in un-useable now for over 2 months. Is this what service a reputable company gives? NO WAY!

  

  Business response

  11/29/2021

  There are many moving parts and delays with regard to this consumer's project.  We are scheduled to be back at the customer's home on 11/30 with a new crew that should be able to complete the project.  We are sorry for our part in the delays and mis-communication.

  Customer response

  11/30/2021

  Better Business Bureau: 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.crew came on 11/30, worked 2 hours, told us the installer tested positive for Covid and left. 2nd installer said he had to get tested Friday, could not return before Monday December 6th. If he tests positive would be delayed again till who knows. Company has no credibility, this is the third crew in 3 months and our house is a complete disaster. Photos taken today tell the story.Again, this pattern happens each time, we are no closer to resolution than in September. Bogus excuses over and over. No one accepts responsibility or takes ownership of this issue.we have been more than patient and have given this company several opportunities to resolve this issue to no avail. We have no alternative but to request a refund for installation cost as we will now have to hire someone to finish this job. Regards, ****** ******

  

  Business response

  12/01/2021

  BBB spoke to Tom at business and the following was relayed:

  We are going to get this done and done correctly for the customer. I am currently working to get another installer if necessary. Currently, John will know the test results by Saturday. If the test is negative, he can return first thing on Monday to the customer's residence and expects to be done by Tuesday. We will contact the customer on Saturday to let them know what the result is and also if we are able to find another installer in case the test is positive.

  Customer response

  12/07/2021

  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. 

  The business did return and this is now resolved. Everything is done and they did a great job.
  
  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. ↩