ComplaintsforHome Carpet Company of Boardman LLC

• Initial Complaint

  02/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello - Thanks so much for taking a look at our situation. In the fall of 2017, a major storm with strait line winds and tornadic activity hit Boardman, ****. Our house took a direct hit with multiple large trees through the roof. It was categorized as a catastrophic claim by our Insurance Company, and we were out of the house for almost 6 months as it was rebuilt. ***** Construction was the ** and Home Carpet did most of the flooring work. The laminate flooring we picked covers the living room, dining room, kitchen, downstairs bath, front hallway and upstairs bedroom. The root issue is we have 10+ areas where the laminate is coming part, and raising up on the edges. It looks horrible. This has been going on for 2+ years now. We have had multiple conversations with ***********************, owner of Home Carpet. He acknowledges the issues but keeps giving us the run around. He even sent a 3rd party investigator out to do a full investigation. It has been documented and determined it is a flaw with the material, but ****** and Home Carpet refuse to do anything (report attached) as apparently, they don't do business with this company anymore (gee, I wonder why!) This floor has a 10 year+ warranty. He has tried to blame it on everyone else, including ***** Construction, but the sub floor was completely replaced with brand new materials. It was like laying flooring in a new house. We are completely stuck in the middle of this one. But the report is very telling with detailed information and photographs. I also have numerous photos I can supply, from installation of sub floor to today. This wasn't our first purchase from him, and my wife, the Director of a local retirement home, used him for years as well. Obviously this has all come to an end. We are just looking to have this faulty product replaced, that is under warranty, and nothing more. Thanks again for listening to our situation. You are welcome to contact us for additional details.***** and ********

  Business response

  03/27/2024

  See Attached:

  Customer response

  03/31/2024

  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of my decision appear below.
  
  Dear BBB - The fact that Home Carpet would respond with this old appraisal of this issue is appalling and an absolute joke.  This is the first company that Home Carpet sent out to the house. Mind you, Home Carpet's own installers came out to look at this issue when we first called, to do some repair work and refused to touch the floor, immediately saying that it was a manufacturer defect, and refused to touch a thing.  This response kicked off that initial investigation which Home Carpet just attached.  The person that came to the house wasn't even here for 5 minutes!!  Walked in, looked down and walked out!  No measurements, or readings or any kind of a real study of this situation.  And he was the investigator from the manufacturer, so of course he is going to deny the issue and fight it...He doesn't want to assume liability!

  This then kicked off Home Carpet themselves hiring the 3rd party investigator, who came out and spent a good hour on his hands and knees, taking detailed measurements, moisture and temperature readings, high resolution photography to look at the issue in a large screen, high resolution format.  And again, the exact verbiage in his conclusion states "Based on observation, examination and testing, this inspector has determined that this concern is manufacturer related.

  And with regard to the initial investigation from the manufacturer stating it is installation related, keep in mind that half of our house was destroyed in the storm.  The kitchen floor was destroyed.  ***** Construction came in and took the existing flooring back down to the studs and started from scratch with all new floor boards....this was essentially new construction at this point.  The flooring in question was laid down directly over all new sub flooring.

  And let's not forget that after that 3rd party inspection, Home Carpet verbally said it would be taken care of and had us come out to the store to pick new flooring out, which we did, and is on file at the main desk.  They then started to stall again, as they have done the whole time, and not take responsibility of the issue.

  If Home Carpet really wants to blame this on installation, then shouldn't they take this up with ***** Construction to keep the customer happy?  But if I was *****, I would point right back at the 3rd party investigation stating that it is a manufacturer issue/defect.
  
  Thank You and Regards,
  
  ********************* Iii
  
  
  

  
  

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