ComplaintsforGeorgia Mills Carpet Outlet

• Initial Complaint

  07/28/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I've worked with this company 3 times in the past and it was always a great experience when there was money for them to make. Last time they were here to install carpet they "fixed" a loose seam in between 2 pieces of carpet they had installed the year prior. Their carpenter cut a 10 inch by 8 inch hole directly in the middle of my living room floor & placed a new piece of carpet into the hole to repair the seam. It instantly looked worse then the fraying seam had originally. The patch came out within a month. I've contacted them by phone 8 times over the past 4 months, visited the store personally & they finally had a carpenter come out to look at it. He glanced at it and said there was nothing he could do and he would talk to the owner. I've called twice since then and they don't even remember sending out a carpenter.

  Business response

  08/19/2022

  We installed carpet in Mr. ******'s living room, steps and hallway on March 1st, 2019.  We put in a carpet manufactured by Southwind Mills called Olympiad Color: Gray which was 57.33 sq yds of material.  The carpet Mr. ****** purchased is a carpet that we have stocked for years and was in stock when he purchased.  When we buy carpet for stock they are in large rolls which this particular roll was a 12*150 which is 200 square yards.  As I mentioned before, Mr. ****** purchased a quarter of the roll with him needing 57.33 sq yds.  The remaining part of that roll was installed in 3 other houses.  We have had no complaints from any of the other customers on this particular carpet.  The mill also manufactures thousands of yards at a time.  They track all claims by roll numbers.  I had contacted Southwind and asked if they had any other claims on this run of carpet.  The claims department said they had not.
  
  Mr. ****** had come back into the carpet store for a bedroom and said he needed the installer to look at his living room carpet. When the installer arrived on January 21, 2021 to install his bedroom, Ray, the installer told Mr. ****** the carpet was delaminated and the only way to fix the carpet was to possibly patch the carpet. The seam was still together which proves the carpet was delaminated.   Mr. ****** gave him the waste from the living room installation and he patched in the carpet.  He patched in a good piece of carpet and seamed it in.  The repair will eventually let loose because of the backing. Delamination is when the layers of carpet separate from each other.  A carpet has four layers.  The face yarn is stitched to the primary carpet backing is the top most layer.  The second layer is the primary carpet backing, which supports and enhances the integrity of the carpet.  The bonding part makes up the third section and connects to the fourth layer, the secondary carpet backing.  Delamination occurs when the second and fourth layers-primary and secondary carpet backings-detach from each other.   There is no way to correct delamination.  We sent Ray, the installer back to Mr. ******'s house on June 16th, 2022 and the patch is fraying out because of the existing delamination on the original carpet.
  
  If the carpet was delaminated to begin with, the carpet would not have been able to be installed.  Carpets delaminate with water damage, moisture on damp flooring encourages microbial growth that feeds on latex glue.  Sometimes, improper cleaning with too much water can also cause the bonding material to break down.  The latex in carpet can also dissolve when chemicals you use to clean the carpet with are not properly extracted, leaving them embedded in the fibers.  Dog or cat urine can also compromise both the latex and backing.  Pet urine composition is acidic at first and later becomes alkaline, eating away at the carpet's materials.  Spills from Petroleum-based products can also cause similar effects.  
  
  If Mr, ****** would like, we can bring a tool out and it will show any and all contaminants in the carpet that caused the delamination.  It will show any and all spills, cleaning agents, urine spots or foreign materials that are present.  
  
  Sincerely,
  ****** ************

  Customer response

  08/20/2022

  The science behind the frayed carpet does not justify the carpenter cutting a giant square hole into the middle of my living room floor & making the problem worse. He should have just left it alone & informed me the whole carpet would need replaced which is still outrageous considering its under 5 years old. The carpet on the stairs was also not properly installed and was loose but I fixed that myself. Georgia Mills is focusing on the quality of the product & my care of it when the problem lies in their bad craftsmanship and poor communication. 
  Regards,
  
  ****** ******

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