ComplaintsforCarpet One, Inc

• Initial Complaint

  02/08/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  They install LVP throughout my home. I thought they might install something under the flooring my home is on a concrete slab my floor is very cold and feels damp. When i called to discuss they told me they "installed it by the book" offering no ideas or resolutions. I asked about carpeting at least the bedroom and was told you don't want to cover that nice floor with carpet.

  

  Business response

  03/17/2022

  Business Response /* (1000, 5, 2022/02/08) */ I talked with Ms. ***** last week. Her floor is properly installed. The manufacturers will void any warranty if a pad is installed under an lvt flooring that already has a pad attached. If Ms. ***** would like to purchase a rug to go on top of her flooring, we would be glad to help her with that. If she would like to purchase wall to wall carpeting, we would have to take up the lvt floor where the carpet would go. We value Ms. ***** as a customer and hope that one of those two options will work for her.

• Initial Complaint

  10/25/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 9/30/2019 I paid Carpet One $4,l00.00 to install vinyl flooring in my mobile home. I used the type flooring that was recommended to me by ***** *****, owner of the company. I had to have some subfloor repair done which was also done by subcontractors of Carpet One. I paid Unity Construction $470.00 for that repair. On 9/9/20 while my flooring was still under warranty, I noticed the flooring was unlevel in my living room. I called Carpet One and talked to ***** *****. He told me as of September 2020 they were not recommending that type of flooring for mobile homes. ***** tried to say I had a leak problem with my floors but I had a plumber come out to check and he found no problem. ***** & **** came out on 10/6/2020 to look at the floor. I also showed him a piece of flooring in the kitchen/bedroom threshold that had cracked. **** replaced that piece of board. On 2/4/2021 ***** came back out to my house and moved my love seat over the sinking floor in the living room because there was danger of falling through the floor. After a 6 week wait for an appointment, l contacted ***** on 3/17/2021 and also sent pictures of sinking areas of flooring in my bedroom and the same piece of board at the kitchen/bedroom threshold had cracked again. He said we would need 2 sheets of plywood for that area. On 8/4/2021 Brad was sent out to do the repair. He bought 3 pieces of plywood for the living room subfloor but only used 2 l/4 pieces and took the leftover plywood with him. However, I was still billed for 3 pieces at $85 each and $100 each to install and replace. He said he wasn't told to do anything but living room floor. After numerous calls to ***** & ***** ***** for another appointment to finish the kitchen/bedroom area, I had an appointment set up for this morning with Brad at 9:30. He did not show up and when I called the store ***** said she could not reach me to confirm so they cancelled Brad. I have already paid half of the $919.15 bill for the repair.

  

  Business response

  11/18/2021

  Business Response /* (1000, 5, 2021/10/26) */ On November 7, 2019, Carpet One installers arrived to install 823 ft of luxury vinyl plank at Ms *******'s mobile home at *** ****** ***** ******* SC When the installers pulled back the carpet, they found several holes in the particle board subfloor. We took up the damaged particle board and replace it with plywood. Only the area that had damaged particle board was replace with plywood (2 sheets). About a year later, Ms. ******* called Carpet One about her floor buckling. An installer and ***** ***** went to her trailer to look at the problem. Using a moisture meter, they found that the subfloor was saturated with moisture and the area with particle board (which we had not replaced before) was buckling. Mr. ***** explained to Ms. ******* that in order to keep the rest of the floor from doing the same thing, she needed to put plywood throughout her trailer, but she did not want to go to that expense. On August 5, 2021, Mrs. ******* wanted an additional area replaced with the plywood. Our installer used two and a half sheets of plywood to make that area better. The subfloor work and installation of the lvp charges were $919.15. Mrs. ******* called several times to have even more work done, and we said we could not come because she had not paid her bill for the work we did on August 5. So she send a check for half of the invoice, $460, and we agreed to come on Monday, October 25, 2021, to do some work in a doorway. We always call the day before to confirm installation. We called repeatedly on Friday, October 22, and left messages. We came into the store on Sunday, October 24, to call AND email Ms. *******. No response, no call back. We didn't know if she had gone out of town or forgotten our appointment. So we made arrangements for the installer to do another job that day. Ms. ******* needs to pay her balance of $459.15 for work we have already done. Then we can quote her on any further work she wants done at her mobile home. Consumer Response /* (3000, 12, 2021/11/09) */ I have been out of town on business and have just read the response to my complaint and this is far from being resolved. Carpet One's answer to my complaint is not addressing the fact that ***** ***** recommended the wrong type flooring for a mobile home. (I have this stated in a text to me from him.) His subflooring guys, 3 different ones at different times, did not prep the subfloor correctly initially and this is why I've continually had problems. ***** has tried to put the blame on everything and everyone but where it should be...himself and Carpet One. I complained well within the warranty period and he has not honored the warranty on the material or labor. He agreed to do this final repair (kitchen door & area leading into bedroom) if I paid half of the invoice of which I did. He is not honoring that agreement either (I have this stated in a text message). Once I complained to BBB he actually stated that he was through with me (in text message) so that shows his unwillingness to resolve this problem. I wish I had read the multiple complaints on Yelp about Carpet One and ***** ***** before giving them my money. All they can do at this point is refund my full $4,l00.00 so I can get the floors professionally replaced. I would like for my complaint to remain on record. If a full refund is not received, I plan to sue Carpet One. In the meantime, I plan to spread the word of my horrible experience with Carpet One and ***** *****. Business Response /* (4000, 14, 2021/11/12) */ We have explained the problem with Ms. *******'s floors several times in our prior answer, but for the record, I will explain it again. It is her subfloor that is the problem, not the floor covering product. In October 2019, I personally measured Ms. *******'s mobile home and during the measurement, I noticed sinking spots in the subfloor under the carpet. I explained to Ms. ******* that we would not know what condition her subfloor was in until the carpet and pad were removed. I explained that she may have to pay for plywood and installation of the plywood in places where the particle board was damaged. In November 2019, we took up all the carpet and pad and found several holes in the particle board. The installer replaced all the noticeable damaged particle board with plywood, and the customer paid for it. Her floor was in standards at the time we finished installing her floor. Approximately a year later, she called to complain about the floor buckling. My installer and I went over to look at the problem. The floor was buckled but it was in areas where the subfloor had not previously been replaced and now, again, the particle board has obviously been exposed to moisture. When you stepped on the floor, it was as if you were going to fall through the floor. We were prepared to take up the floor and show her it was the subfloor, not the luxury vinyl plank flooring, that was the problem. But she refused to let us take up the floor because she had a relative staying with her, and the only time she would allow us to fix the floor was on a Friday. We offered to put the couch over the dangerous spot so someone would not fall through the floor. Particle board is a subfloor that is made out of sawdust put together with glue and pressed to form a 4 x 8 sheet. When particle board gets wet, it swells. This is what is happening at Ms. *******'s home. I explained to her she needs to find the cause of the moisture and get it fixed. We do not investigate the source of moisture. The problem is not the luxury vinyl plank that Carpet One installed. Carpet One cannot be responsible for the subfloor failure of particle board absorbed with moisture. In 2021, we agreed to fix another area that was bothering her, and we completed that work on August 5, 2021. The bill for that repair work was $919.15. She started calling wanting more work to be done, and we said we cannot return until the bill for August 5th work was paid. She then paid half, so we said ok we would come address a doorway that was bothering her. However, we called and could not reach her to confirm that appointment so we did not go. It should be noted: the work we did on August 5, we were able to reuse the luxury vinyl plank that we took up to replace some warped particle board underneath the planks. The problem was not the planks supplied by Carpet One but the subfloor. And the subfloor will continue to be a problem in other areas, but they would have to be analyzed and quoted for a future project. If Ms. ******* would like us to replace two luxury vinyl planks at her bedroom doorway as part of the balance that she owes of $459.15, we will be glad to do that. But any further major subfloor replacement would have to be quoted as a whole new project.

• Initial Complaint

  10/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1) The original tile that remains in the home (laundry room) has no issues. Could the movement you are suggesting effect only your work? 2) The original tile was fine in the bathroom. Your 3 tiles cracked within 30 days. There are no movement lines in the grout. Why has this not been repaired? 3) There was trash on my porch and nails left all over my house. The window screen was removed so your installed could jump out of the window was damaged and never replaced. Is this is quality of installation I paid for? Oh, and my toddler fell into the open vent. 4) There are multiple tiles that were installed already damaged by the shipper. Will this be corrected? 5) There is a waxy substance on the tiles that was never removed. Come see it - it very well could have interfered with bonding? It is still visible. Will you replace the discolored / damages tiles? 6) Did the installer take a photo of the tile that was replaced in the kitchen? SCAM Company when things go wrong

  

  Business response

  11/12/2021

  Business Response /* (1000, 5, 2021/10/25) */ Carpet One installed ceramic tile in Mr. ******'s home in April 2018. Since that time, some work has been done in his home (not by Carpet One) which affected the subfloor. Carpet One cannot be responsible what has happened to the tile as a result of that work. Mr. ***** is meeting with Mr. ****** on Tuesday, October 26. Consumer Response /* (3000, 7, 2021/10/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) After almost 4 years, Mr. ***** finally made it to the jobsite! He has agreed only to replace 3 original cracked tiles and one he deems not covered under warranty. He stated he will not address the other moving tiles. When asked, he specifically declined to address the concerns mentioned in the inspections report that tile movement is suspected installation error (improper backbuttering). ** His response turned angry as he made statements like - what do you want me to do if a tile isn't back buttered? ** Mr. ***** called the inspector a friend of 20+ years over the phone, but suddenly tells me its not his friend face to face. Now I have new concerns over the neutrality of the inspector. ** Mr. ***** attempted to intimidate me by stating his attorney will cut me my story up" (or something like that). I asked him to leave. Business Response /* (4000, 9, 2021/10/28) */ In response to the claim Carpet One denies any wrong doing. The customer has a one year warranty on tile labor and that is Stated on his contract. The problem he has is over 3 years later and was caused my sub floor movement. ***** ***** Owner

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