ComplaintsforGuhde Flooring America & Design Studio

• Initial Complaint

  06/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In JUNE of 2021, I purchased carpet and padding for our 1385 square foot condo from Gudhe Flooring America for $10,095. It was installed in July of 2021. On FEBRUARY 21, 2022 I contacted **** ***** saying a seam stretching across the entire living room floor had become very visible. He said he would come and look at it, I called again on MARCH 11, 2022 to say I had not been contacted. **** looked at it, and said he was having someone from another company repair it, first I was told APRIL 21, then it was changed to MAY 21, that did not happen until JUNE 3, 2022, That person said carpeting would have to be replaced in its entirety as it is white and new carpet for that room would not match the rest of the rooms due to dye lots. I asked if it would continue to get worse, he said he did not know since he did not know what caused it to happen. I was told it is normal for seams to show, I have many seams that show in our home. This was not visible until seven months after installation. At that point my calls were not returned, when I called and was told **** ***** was there, they would say he just left when they heard my name. This happened repeatedly. He responded to just a couple of emails, I have them. On the day of installation the man pieced a 3 1/2 foot section of new carpeting in the entrance to a hallway to bedrooms. I stopped him and said it looked terrible. He argued with me, and I called **** *****, He said he would come and look at it, He came for the first time on OCTOBER 1ST. I was told repairs were 12-14 weeks out. I called the counter girl Tori who has been rude and unprofessional saying I have been waiting since JULY, She said they are still 10-14 weeks out. I have her emails. He came back on OCTOBER 29, 2021 and trimmed some of the fibers with scissors, and it did look better but remains looking like a repair instead of new installation. I do not want all of the carpeting replaced. I am not unreasonable. I am seeking a refund of $1,000.

  

  Business response

  06/30/2022

  In response to *** ***** complaint, we feel we have done our due diligence to inspect and resolve her concerns with her carpet seams.  Since the original install, we have sent out the owner of the company, **** Guhde Sr., as well as another very experienced installer on multiple occasions to look at the seams in the carpet.  On all occasions the seams, seam placement, and installation has been determined to be installed and constructed correctly.  The Carpet & Rug Institute as well as all carpet manufacturers specifically state that seams will NOT be invisible. (See page 20 of the attached CRI 105 Standard for Installation of Residential Carpet)

  Because our schedule is very busy, it isn't feasible to respond to every phone call and every email immediately.  **** Guhde Sr. is out in the field most days and is, in fact, not often in the office to take phone calls on the spot.  We are a family business and, like many trades, have been quite busy the past few years as one can imagine.  We do understand the frustration that delays can cause consumers, it is frustrating on our end as well.

  It's unfortunate that *** ***** feels dissatisfied with our company as we have taken many steps and efforts to accommodate her concerns with the installation.

  We feel that *** ***** request for a refund of $1000.00 is not warranted and unreasonable.

  Regards,

  Guhde Flooring

   

  Customer response

  07/10/2022

  I am unable to attach the photos showing the bad seams in our home. I have tried everything I know how to do, without success. I will forward the email I have attached them to, noting the complaint number in the hopes

  it will be acceptable.

   

  ***** *****

  

  Business response

  07/11/2022

  We regret that **** ***** is unsatisfied with her seam.  Seams are, as discussed prior, not guaranteed to be invisible, whether at the time of original install or at a later date.  Given that her seams are constructed properly, the installer and **** Guhde, Sr., both determined that keeping them intact was a far better option than trying to open the seams up and reseam them.  Seams never look as good as the original time they are done, when initially done correctly.  The seams in this install were, in fact, constructed properly the first time.  Even in the photos submitted, the seam is not very visible.  Lighting plays a large role in visibility of seams.  That is evidenced in some of the photos with shadows that were submitted.

  Many trips to her home, many phone calls, and many emails does not seem to be a lack of attention.

  We are happy to provide warranty information, if this was asked for prior and wasn't given, it is attached here.

  We strive to maintain customer satisfaction within reasonable expectations.  Invisible seams are not reasonable.  Compensation for well constructed seams is not reasonable either.

   

  Thank you.

   

   

   

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