ComplaintsforMillcreek Carpet & Tile Inc.
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Complaint Details
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Initial Complaint
02/07/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
My original quote was $5,400, but following multiple issues with installation (not showing up on the scheduled day, failing to deliver the flooring early to get it acclimated, a crew that did not show up, late arrival twice, showing up at the same time as moving trucks after I had scheduled them to install several days earlier). In November, the Manager, *******, agreed to discount the bill for $300. She indicated that I would see the amount in the bill but to ignore it because she would handle it and I would not owe it. I did ignore it in November, but in December the $300 was still shown so I called ******* who again agreed to have the bill adjusted. Now I am receiving a Past Due statement. I have near perfect credit and their failure to follow through is troubling. My experience with this business was horrible.Business response
02/08/2024
Hello, my name is ***************************. I am will Mill Creek Carpet & Tile. I want to apologize for the trouble and I would like to help resolve the issue. I can get you a credit for the amount you were promised. Please feel free to contact me at **************.
Customer response
02/12/2024
I have reviewed the business response and accept this resolution. Thank you!Initial Complaint
01/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have attempted to get Mill Creek to respond to a warranty claim on flooring installed in Dec 2019.I first contacted ************* Early 2023 to discuss options and was told I'd receive a call back from *****. I never heard back and in the summer of 2023, I again reached out to discuss issues in the materials used through the flooring job. Again my information was taken, but this time I referenced the original paperwork. I was ensured I'd hear back from someone.I again reached out between Thanksgiving and new years and again talk to the same woman. She again ensured me she was looking into it.Fast forward to January of this year and AGAIN discussed this issue with a *****. (He is newer to Mill Creek than the original ***** that worked on my order.)It has been over 2 weeks and I have not heard back. I am filing this BBB report to get a response from teh business on warranty of defective vinyl plank flooringBusiness response
02/06/2024
Hello,
My name is *******************************. I am the *************** Manager. I can come out to look at your floor and try to get you taken care of on Friday of this week if that will work. Please contact me at **************.
Customer response
02/09/2024
The regional team came by to see the floor TODAY, 2/9/2024 and agreed to start a claim with the material manufacturer.
Once claimed approved I will close this request.
Thank you!
-****
Customer response
02/22/2024
****, the consumer, is asking for this complaint to not be closed bc he had an assessment done, but still hasn't heard anything further from the company.
He also said that they validated that it was a valid claim with the materials manufacturer.
He has been waiting 2 full business weeks to hear back from the company.Initial Complaint
09/21/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Millcreek installed doors and flooring in my custom built home. Flooring had to be replaced and still not correct. The main issue I have now are two of the three thresholds. I have been in contact with Hank at the store on May Ave in OKC but keep getting the runaround. He told me last week that he turned it over to his service department but I still haven't heard anything. The first two pictures attached are the 2 thresholds that need fixed. The third picture is the other door that is correct. Hank did mention that wood trim would be needed and that is not acceptable since one of the 3 doors was done correctly.Business response
12/29/2022
Business Response /* (1000, 5, 2022/09/23) */ We spoke with Ms. ***** ***** on Thursday-Sept 22 at 10:45am shortly after receiving the BBB case via email at 7:15am. She informed us that she was unhappy about the transition from her wood floor to her exterior door thresholds(2). After discussion, we agreed that her builder had the door installers elevate her doors by 3/4 inch to allow for nail down/sand & finish wood flooring which is an 1-1/2 thick. Later in the construction process, the ***** family changed their wood floor choice to a glue down engineered wood floor that is only 1/2 inch thick. This created a gap between her wood floor and the exterior door threshold. The builder should have had a carpenter modify the door installation prior to trimming out the interior side of the door, bricking the house and pouring concrete. These factors leave us with only one solution. Even though Mill Creek Flooring or Mill Creek Millwork did not create this problem, we have decided to manufactured a custom molding that can be attached to the face of the threshold. We will stain the molding to match the wood floor. These solutions will be at no charge to the customer. There is no structural or esthetic defect in this installation or solution. We spoke with Ms. ***** on Friday-Sept 23 at 2:15pm to discuss a time that we can come out and install the custom molding. We agreed on Tuesday-Sept 27 at 9:30am.Initial Complaint
01/18/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
Back in March of 2020, we went into Mill Creek and spoke with Richard. we looked at many different floors and decided on Coretec. We loved it. With Covid we knew that it would take some time to get our order in, we were fine with that. We were approved for the 3 year financing. We were given a quote of just over 6,000.00 for flooring and install. We also had to take out the hardwoods and tile floor we had. We waited and then I, *******, received a call that the installers were coming that day, it was a Friday and we were not ready at all. The installers agreed to wait until that Monday. They came that Monday and we prepped as much as we could, but did not realize that there would be dust all over out house. and it was not a light dusting, it was thick dust that caused me to have asthma flares. We paid a cleaning person 300.00 to come and clean and dust all of it up. The installers put the floor in and then forgot to reinstall the baseboards back, when i asked them about it they said they do not usually do that; however they did put it back on. However, my 16 year old could have done a better job. The baseboards all have to be replaced. The floor is not complete, we do not have dividers in between the new flooring and old flooring and there is a 2 inch gap between the floor and the baseboards. The floor when walked on sounds and feels like it is coming up in spots and I can feel the foundation underneath. which tells me they did not us subfloor. I have tried to call and email a number of times, but have got the run around of...someone will call you back, or we will send someone out, or the best one, Richard is not working today. We are upset and need something done. Not only that, we were told that this flooring would last for a good 10 years. however, there are dents, and scraps all over it. I also feel that is because of no subfloor.Business response
03/02/2022
Business Response /* (1000, 5, 2022/01/20) */ Contact Name and Title: ***** ******** Contact Phone: XXX-XXX-XXXX Contact Email: *********@millcreekcarpet.com ******* *** is correct. Mill Creek has failed to finish the job due to backordered reducers. Mill Creek should have done a better job of communicating this to the *** family. Mill Creek is going to inspect the floor on Friday-January 21 at 3:30pm. Following inspection, Mill Creek is prepared to install the reducers in that the backorder has been fulfilled. Consumer Response /* (3000, 7, 2022/01/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) They are coming on January 22, at 3:00 pm; however, Richard told me the reducers are in, the person that was supposed to install them has been paid and said the job was completed. It is not just the reducers. The flooring is not installed correctly and my baseboards are needing repaired or replaced. I understand back order with covid, I do not understand the installed and crazy work that was done. I will ad a statement after the meeting todayInitial Complaint
12/20/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
The installer broke my Tv and the company is giving us the run around to replace it. Companies have insurance for mistakes like this. It shouldn't be a big deal. (please see attached)
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Customer Complaints Summary
5 total complaints in the last 3 years.
2 complaints closed in the last 12 months.