ComplaintsforCooper Flooring, LTD.

• Initial Complaint

  07/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Through *********** Cooper Installations was contracted for carpet installation. The job started and was completed on June 26th. As part of the job, I paid to have the bed and dresser in the master bedroom disassembled and reassembled. Once the job was completed and the workers left, I noticed the bed was not centered in front of the window as it had been. I thence noticed two gashes in the wall and paint on the back of the bed. I have reached out to Cooper and ********** (6/27) with not so much as even an acknowledgment. I should have read the reviews prior to using them. Email to Cooper on 6/27 ************************************************ A gash was left in the wall in the master bedroom. Looks like they hit it with the bed. Picture/video available if needed. Based on the following contract language, what options/remedies are available? The home was recently painted and this is not a "scratch" but a gash about midway the wall. The wall is purple, so the white gash really is unsightly.RESPONSIBILITIES: ********** or Service Provider will complete the Services in a workmanlike manner and in accordance with applicable law without causing damage to Your Home, provided,however, that ********** or Service Provider will not start or continue with any Services upon discovery ofany condition at Your Home that ********** or Service Provider deems in its sole discretion to be hazardous orunsafe. Unless specifically contracted to do so, neither ********** nor Service Provider is obligated to repair such pre-existing hazardous or unsafe conditions. Completion agreement signed before noticing this. Text 6/30 to HD ********** A gash was left in the wall in the master bedroom. Looks like they hit it with the bed. Picture/video available if needed. Based on the following contract language, what options/remedies are available? The home was recently painted and this is not a "scratch" but a gash about midway the wall. The wall is purple, so the white gash really is unsightly.

  Business response

  08/07/2023

  Hello - We have been in contact with the consumer on several occasions, and we are currently waiting for her to respond with a bid to repair the wall. There has not been a moment where we were unwilling to fulfill the repair - just awaiting all  the information to resolve. 

  Customer response

  08/08/2023

  I have been unable to get an estimate for wall repair. ***** with Cooper Installation has offered a $100.00 ********** card. In order to bring this issue to an expeditious resolution, I have decided to accept the gift card. She was advised by email on 8/7. She responded that same evening and stated that she would handle the matter when I am back in the office on Wednesday.

  Customer response

  08/28/2023

  The company has sent the gift card. Received the card a few days ago. Unless there is a problem with the gift card, this matter has been resolved. Thanks BBB for mitigating this matter. 

• Initial Complaint

  07/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had carpet installed 7/20/22 that was bought through Home Depot and two men came from cooper instillations to install it. While installing the carpet the installer decided to pick through our clothing and decided to steal my spouses bras and underwear. When confronted about it after they left they denied it. They were the only people in the house that day and the one installer even admitted to seeing them when they started and that the clothing was gone when they were finishing up.... All we ask is for the articles of clothing back or compensation for the missing items. So sad that people can't be trusted anymore! The two installers that came were out of Topeka ks I believe

  Business response

  10/28/2022

  Business Response /* (1000, 10, 2022/08/29) */ Hello. We were in contact with the consumer when the issue was originally reported. Each of the crews working for us is a sub contracted crew - badged and background checked. They are not employees. We reached out to the crew immediately - and were told they did not in any way interfere with the consumer's clothing. Quite honestly, this is also the first time in more than 20 years of business we have had this type of complaint in reference to the specific items. Beyond questioning the crew, we advised the consumer, if they feel very positive that this happened, then they need to file a police report, which we will cooperate with the law enforcement agency to the best of our ability if contacted. Thank you Consumer Response /* (3000, 12, 2022/08/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) I find it amusing that you make a claim that this is the first time in 20 years you've heard of this but in the reviews on Home Depot's website there is a another person that had nearly the same issue that they caught them on camera stealing. We did file a police report and the individuals that installed our flooring are not cooperating with law enforcement at all Business Response /* (4000, 14, 2022/09/06) */ Hello, We are not insinuating that there has never been an accusation of theft. Our statement is that we have never had THIS PARTICULAR accusation - in regard to the items alleged as taken. There have been, though few, in the past, accusations of theft. We enter more than 40,000 homes per year - things happen. More times than not, the items have been located within the home and homeowners have called and let us know. Where this does not happen - we here at Cooper will 100% cooperate with any law enforcement needs to help bring issue to closure and would absolutely encourage the independent contractor to do the same.

• Initial Complaint

  03/31/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I am very disappointed with Cooper Houston Location. I purchased carpet from Home Depot which hired Cooper to do the installation. One of the installer stole a pair of shoes from my bedroom. This person did not realize I have cameras in my house. I seen the whole act. He put the shoes in the carpet scraps and walked outside. This is very BAD business!!!!!!!!

• Initial Complaint

  01/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Cooper Flooring started installing new carpet on 11/22/2021. They completed all the way to master closet and needed more carpet. Installer said he would be back on 12-02-2021 to finish carpet, do the carpet seems, and put doors back up. Have contacted Cooper several times and can not get them to complete the work. total cost $3864.00 and job is only half way done still as of 01-07-2022.

  Business response

  02/17/2022

  Business Response /* (1000, 5, 2022/01/13) */ We are contracted to The Home Depot. The install began on 11/22. A closet was mistakenly left off. Customer spoke to our main office on 12/01, but NOT scheduled for completion on 12/02. Material had to be ordered. Material was ordered and received 12/29. On 1/04, completion is scheduled for 1/5. The crew assign this job contracted Covid. Customer was informed and reset to 1/8. A second crew lead contracted Covid, and we informed the customer on 1/7 that we could not be there. We informed the customer that we needed to get through the weekend and see where crew capacity stood - as there were several customers that were effected. on 1/10, we contected customer and reset for 1/19. The Home Dpeot has been kept informed, as well as the homeowner. We are doing our best to make sure this is completed AND to ensure the safety and well being of the homeowner and the contractors.

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