ComplaintsforFloor Trader

• Initial Complaint

  12/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased carpet in December that had to be ordered and measured by one of their installers. We met with ***** and told them we wanted to replace the carpet in the master. Bedroom and closet. When they measured the carpet our real estate agent had to let them in because we didn't have access to the house. He decided to measure the entire house and order carpet for three bedrooms and three closets. I didn't know that until today December 21st, when they showed up to install. They more than doubled the amount of carpet needed therefore charging us considerably more than it should have been. Whe. I called to speak to the person that helped he said it was our fault for not being there. There 2as a clear language barrier that made the problem worse. After ***** yelled T me on the phone he put me on hold and a person named **** got on the phone and said he was a ma ger eventually. He said the sMe thing ***** did.

  

  Business response

  01/04/2024

  What I have been told about this job is that the customer did indeed come in looking for carpet so after selection the installer went out to the house and what was left out in the complaint was that the realtor not the actual customer met the installer and told him to measure 3 rooms. We don't know where the miscommunication was but the installer measured what he was told to and then called in those amounts to us. 

  We go by the amounts given to us because we don't know if people add rooms or do anything like that however my manager mentioned that there can be large master bedrooms and closets that could warrant a decent amount of material so it wasn't like the amount we were given was a whole house that might have set off a red flag that it was too much. And it was a patterned piece which would require more material and possibly more waste depending on seems etc because of having to match the pattern. 

  Any labor bids would have been handled between the installer and the customer so we don't know the timing of all that but our understanding is that when the customer maybe saw that he had extra carpet or had that carpet and was told to do 3 rooms he told him to go ahead and lay it and then called to complain with us to get money back after it had been installed and i'm pretty sure the installer was paid to do all the work. 

  So the customer didn't stop the job before the material had gone down or tried to bring material back or anything, my understanding is he wanted something back after telling the installer to go ahead an lay it. 

  There was a miscommunication between the customer and realtor apparently of what was supposed to get measure but we think it should have been brought to our attention sooner to have a chance to fix the situation instead of taking all the carpet and then asking us to do something about it after the fact. 

   

   

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