ComplaintsforCarpet Mills of America

• Initial Complaint

  02/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My name is ************************* and I had Cma Flooring and design which is the carpet mill of America come out to the home and give me a quote on some remodeling in my kitchen. They had a financing program through synchrony Bank. He went ahead and charged over $20,000 and opened up an account in my name. I just got off the phone with synchrony Bank, which has been trying to get a hold of this business with no results. I put in a dispute approximately two months ago with synchrony bank, and the dispute is still an open case. Carpet Mills, of America has not reached out to synchrony Bank , like they mentioned, they wouldve a previous conversation that I had with Cma Flooring and design. That is why Im putting in this dispute with the Better Business Bureau.

  

  Business response

  02/21/2024

  ************************* signed a contract with us on September 6, 2023 for home renovations, a copy of which is attached. At that time, he gave approval for us to open two Synchrony accounts in order to finance the project. $15,600 was charged through Synchrony. ******************** was aware of this payment, which is clearly shown on the contract which he signed. No account was opened without his approval. 

  We worked with ******************** to create a design for his kitchen and select the flooring material. This took several months since he has a very busy schedule and it was very difficult to reach him and schedule time with him. He then decided he wanted to cancel the project but instead of informing CMA, he put in a dispute with Synchrony. 

  CMA received the dispute from Synchrony and responded as per their instructions. As a result, one of the two accounts opened in his name were closed. If Synchrony is not responding to ********************, that is beyond our control.

  Subsequent to the dispute, CMA called ******************** to discuss the issue. After several attempts, we were able to reach him.  We met with ******************** at the showroom to discuss the reduced scope of work.

  It is not clear why he submitted a dispute with the BBB as we have been in contact with him and have every intention to continue working with him to address his issues and complete his project. 

   

   

   

   

  Customer response

  02/21/2024

  I expressed my willingness not to move forward with this project.  CMA and I had a phone discussion along with my Mother to convey our willingness not to move forward with this project.  We discussed CMA reaching out to ************** to close the account.  No work at the home has ever been started from a work standpoint.  Have left various voicemails as well as text messages trying to reach ***** at CMA flooring.  No phone calls or text messages have been returned over a two month span.  Would like CMA flooring to close this account since we communicated multiple times that we did not want to move forward with any of the work and no work was ever started in the home.  Would like CMA to close the account.  
  

  kind regards,

  *********************;

  Customer response

  02/26/2024

  I am rejecting this response because:   

  I expressed my willingness not to move forward with this project.  CMA and I had a phone discussion along with my Mother to convey our willingness not to move forward with this project.  We discussed CMA reaching out to ************** to close the account.  No work at the home has ever been started from a work standpoint.  Have left various voicemails as well as text messages trying to reach ***** at CMA flooring.  No phone calls or text messages have been returned over a two month span.  Would like CMA flooring to close this account since we communicated multiple times that we did not want to move forward with any of the work and no work was ever started in the home.  Would like CMA to close the account.  
  

  kind regards,

  *********************;

• Initial Complaint

  10/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I contracted Carpet Mills of America to change out the floors in my entire home and remodel my kitchen and bathroom. The existing floors were tile, carpet and hardwood and I wanted vinyl everywhere. I hired Carpet Mills because the promised that unlike other contractors, they would work with us throughout the process and will provide a one year warranty from the last day we officially mark the job as complete. 1. They demolished a wall in my kitchen where there were 3 light switches, and rebuilt the wall without re-routing the electricity, so we had no power for weeks. They came back, re-broke the completed floor to get to the electricity, and re-routed it, but did not complete re-finish. So, one part of the floor is uneven with sharp edges as they never returned to fix the problem. My toddlers were constantly getting scratched.2. When they removed our old floors, some areas had dried concrete which wasn't sanded or filled so when you step on it, some places feel like you're stepping on stones, which is very unpleasant. 3 floor professionals confirmed that due to the feel of the floors, it's unlikely that concrete patching compound was used. They also have confirmed that no moisture barrier was used which is a best practice in laying vinyl in ***** because of the weather. We were advised by Carpet Mills that a moisture barrier was used but none was used.3. We never marked the work as complete as there were a few things they that were left unfinished that we were told will be fixed before the work is officially complete. I've tried to contact them for months with no response. I finally called the office again and spoke with the owner. Who apologized and said he will rectify the problem. After visiting to show the problem areas which are still under warranty, he never answered our calls and texts again. All together, after paying several thousands of dollars, the service is still incomplete and the floors are falling apart already.

  

  Business response

  11/02/2023

  CMA is always committed to ensuring customer satisfaction and visited the home of ***************** to address her concerns. We determined that there are a few issues to address and the next step was to schedule an installer. It is not true that ********************* calls and texts were not addressed. In fact, the owner called her to schedule an installer but his call was never returned. Instead, we received an email from the BBB with this letter of complaint. We suggest that CMA be allowed to correct the issues that the owner noticed on his visit, however, ***************** needs to return our calls. Without giving us this opportunity, we don't feel it's appropriate to request a refund from us. 

   

  Customer response

  11/15/2023

  which posed a safety/fire risk. The company finally came to repair their mistake but did not complete the work. And never apologized for the issue.

  
  

  Also, the demo was done in a way that a plumbing pipe in the kitchen cracked in the process which brought about a leak and rotting of our cabinets and a bad mold condition. We covered this cost ourselves as ******** & RJ did not agree to rectify the problem.This mold fix cost us $7500.

  
  

  The new faucet was not properly installed so we have a leak and also, the area around the base of the faucet that touches the countertop is rusted and continues to leak. We tried and tried to get this fixed but it continues to rust. The faucet in the bathroom has always leaked from day one. We dont use one sink in our master bathroom cos it leaks when we open it.

  
  

  The floors were cracked open to repair the electricity problem but the tiles were not properly repaired so there are gaps in the tile and food particles settle in and my kids are always scratched by the gap on the tiles. Theres also a broken tile in the bathroom and a tile that has a tear and it was just glued down. Just a year into this renovation, we should have this many issues.

  
  

  The trim around the island was improperly fixed and the trim around the kitchen wasnt sanded down, so it looks like a poor DIY project.

  
  

  
  

  After such a long time of chasing after this company. Were tired and uninterested in working with them. We want our money back so we can contract people who will respect their part of the bargain and do the work theyve been paid to do.

  
  

  
  

  Customer response

  11/15/2023

  More message screenshots and call logs proofing that CMA has been ignoring us. As you can see, from Dec 2022, we made all these reports to them with photos attached. It's now November 2023 and they've still not completed the work

  Customer response

  11/15/2023

  More proof of Carpet Mills /CMA ignoring ** for almost a year and now saying we have been the ones not answering them. We are shocked by their accusation and don't want any ties with this company.

  Customer response

  11/16/2023

  We sent a request to make these fixes on Dec 22, 2022. It's now November 2023 and they still have not responded to us. I understand the owner ***** came to our home but this company has come to our home three times now but to no avail. The issue is not the coming to our home, the issue is completing the job they were paid to do. After being ignored by ********************** and *****. We just no longer want to do business with this company. We paid $57,000 to this company and are not asking for a free service. We've paid for a service that has not been concluded. ***** came to our home, making him the 3rd person from Carpet Mills to come to check out what's wrong, but never returning to actually complete the job. You can see how that can be frustrating for us. My husband has refused to continue speaking with this company cos he is simply tired of the back and forth. ***** came to see the problems, and just like the two other guys that came, he also stopped responding to our messages. We sent 5 messages that were unanswered. Until we filed a complaint with BBB then he decided to respond to us. This was the same thing that happened to us with 2 other guys from CMA who came to see the work. They saw the work, said they'll send someone to fix since from Dec 2022. So imagine how frustrating it was when ***** came, looked at the work, and stopped responding to us like the other two people who had done the same. We've attached screenshots from Dec 2022 when we asked that the repairs be made and the work completed.

  Customer response

  11/28/2023

  Thank you BBB for mediating the situation between Carpet Mills and **.
  
  After reviewing the pending work and Carpet Mills response. We would like to give them the chance to to fix the remaining/uncompleted work as well as the pending fixes from the damages to our home from the demolition that was done improperly. We reported ******** about the cracked pipe during the demolition but he denied and refused to rectify the issue. When we brought an expert to fix it, he confirmed that there was a crack and without asking, he asked if we had done a demo. We had to fix the pipe so we paid thousands of dollars to get it fixed. We had heard great things about ***** before we contracted his company but it's clear that it's been a challenge finding and retaining good workers for his business. Another person who's contracted the company said the same thing. I would like Carpet Mills of America to do the following:
  
  Fix the shifted vinyl plank in ************** the removed vinyl tiles from the cracked pipe during demolition
  Fix the broken vinyl in the upstairs bathroom
  Fix the glued down blemish till in the upstairs guest room
  Fix the unstraight/crocked molding in the kitchen near stove and below patio door
  
  Please note that we submitted a request for these fixes since December 22, 2022 and they are still not done (one year ago and we trust that Carpet Mills will do these fixes in good faith).
  2. Fix damages due to cracked pipe that happened during Carpet Mills demolition of our kitchen. We'd told Moh about the cracked pipe.
  - Fix cabinet base shelf (removed during the fixing of the pipe)
  - Fix missing cabinet faces on island
  - Fix molding in kitchen on areas that cracked molding was used to ensure seamless ************************
  - Fix molding on top of island that's improperly fixed
  - Fix removed vinyl in kitchen as a result of pipe fix
  - Fix crocked molding pieces that look unprofessional and unstraight. Replace with good quality and straight molding.
  
  3. Re-install faucets to prevent dripping water:
  - Re-install kitchen faucet properly to prevent dripping water
  - Fix leak on both faucets in Master bathroom 
  - Fix rusted area on kitchen countertop
  
  4. Complete caulking:
  - Complete caulking job in Master bathroom around bathtub and around bathtub faucet
  - Complete caulking around toilet in guest bathroom downstairs
  - Complete caulk in bathrooms upstairs guest and **** and **** room
  - Fix floating tile transition in bathroom leading to closet
  
  We ask that Carpet Mills give us the following in writing:

  1. A specific date and time that they will come to inspect the work.
  2. A specific date and time that they will start the work
  3. As specific date and time they will complete the work.

  These requests are mostly finishing touches to the work and should be complete in a few hours so I don't see this taking more than a day. After more than a year of back and forth, and paying our hard earned money to Carpet Mills, we would like them to make a good faith effort to complete the pending work.

  Thank you
  ***** & ****

  

  Business response

  01/12/2024

  CMA will contact the customer early next week to schedule a visit to her home. At the end of the visit, CMA will prepare a list of issues to be resolved and the steps that will be taken to resolve them.  (It appears that a couple will require our installers to make minor repairs and some are manufacturer warranty issues.)

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩