ComplaintsforThe Carpet Guys

• Initial Complaint

  12/21/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Oct 2022 Flood in apartment due to broken washing machine hose.Company #1 ************ was called to vacuum water ,remove wet padding and place fans thru out the apt.Company 1 did move furniture in order to remove padding. Company 2 The Carpet Guys came to replace the padding ,repair seems ,clean and deodorize carpet. They charged for 75 yards of padding when the living room ( no padding was remeoved and the small bedroom only half the padding was removed because there is a L shape glass desk and printers which cannot be moved . They charged for the whole apartment to be replaced .They also charged $300 to move furniture to be moved when in fact I ask ****** if they were going to put the furniture back his response was "call maintenance it's not our job, we don't move furniture ." He then proceeded to continually walk around singing Money ,Money, Money. I was very uncomfortable about this.Why was I charged $300 for moving when he refused to do so. They also never repaired the seems as you can see in the pictures .When I asked the office manager of the apartment complex if they were coming back to complete the work I was told that because I didn't want ****** in my apartment *********** had no one else qualified to do the repairs the job was considered finished .I do not feel I should pay for work not done by The Carpet guys and have to pay for another company to come and complete the job.

  Business response

  01/05/2023

  We were contracted to come and do the relay from another companies flood by an apartment community we do business with and not the tenant. Unfortunately, there were several cuts the previous company made at seams and closets that were not properly removed so the repairs for those were much more difficult than they needed to be. We did send out 3 different technicians to complete the job and were not allowed to complete the work in the unit. We were told that the resident did not want a particular technician in the apartment and when we sent another he was also denied entry. We did not bill the resident as they were not our customer but rather the apartment community. If there was no furniture moving done at all we can revisit that charge and if there were seams not completed that someone else had to repair we can take those off as well when provided an invoice for that work. This bill was not submitted to this resident though as it was submitted to the property where we work as they are our customer. We would never wish to leave someone with unsatisfactory work and were happy to repair it but were denied entry.
  
  If ************** behaved in that manner we do apologize and will address the situation immediately. We unfortunately walked into water extraction not done entirely properly and were trying to repair poor work on that end. We apologize for any stress on the resident and are happy to revisit the bill but again the resident is not our customer in this situation - we work directly for the apartment community and they have not contacted us regarding this bill. We cannot speak to what they have sent the resident or what they are charging her.

  Customer response

  01/23/2023

  I apologize for not responding sooner as I was in the hospital.I do not accept the response from The Carpet guys. Their response is not correct. The workers were not refused 3 times, only once when ****** came to my door I would not let him in based of prior experience with him. Also the fee of $300 for moving furniture is also incorrect .They moved 1 piece of furniture ,hardly worth $300 ,when the prior company moved all furniture for $75. Incorrect charge for padding ,Padding was not replaced tin the living and only in the center of the small bedroom, but was charged for entire apartment. Lastly they did not seal the seems and charged for them to be sealed.

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