Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Beginning in late July, 2024, I started looking into new carpet installation with Rudys Flooring. He came to my home to measure on October 3, 2024. At that time I told him that I was looking for a short pile carpet in a light color. He told me to stop by his office to look at samples. When I did, I also told his office person what I was looking for, a short pile carpet. I repeated this several times over three or four visits to his showroom. At no time did I receive any information, attention, advice, direction from either one. I selected a carpet based on a small four inch square sample. I chose based on what they offered, which I believed was a short pile carpet. It was not. I was never corrected on my assumption until after the carpet was already installed in my home. This job cost me $9482.85. The estimate was accepted on October 10, and the work took place on November *****, 2024. The combination of the fluffier pile and the two colors in the carpet, which I was not aware of, are contributing to all foot traffic glaringly showing as well as streaks left after you vacuum. It never looks nice. As soon as the work was finished, I told **** I didnt like it. I was told to give it time and let it bloom. I asked about his guarantee of my satisfaction and he said he had a guarantee. If you read his mission statement on his website, it says whetherchoosing flooring for one room or the entire house, we take great pride in helping you bring your vision to life. Also, we believe in educating our customers on which products are best suited for your home and family. I was not afforded this support, guidance or advice. No one, not ****, nor his office person, never ever talk to me about my choice and what to expect. Im widowed, retired on a pension and this money came out of my savings. Im asking that I receive a refund/credit in the amount I paid for the carpet and padding. Thats $5408.76 and $1463.16. I have asked him to make things right to no avail.

  

  Business Response

  Date: 01/13/2025

  To whom it may concern 
  

  This is in response to Mrs. ****** complaint of her carpet selection. We have had multiple phone conversations, email conversations, as well as in person conversations on how much she dislikes her carpet selection. In all these conversations between our company, the manufacturer and the customer herself, we have all concluded there is not anything wrong with the carpet or the installation only just the selection that was made by the customer. We have a selection of carpets to choose from from inside of our store and she did go back multiple times to pick up various samples and keep set samples in her possession for multiple days and upon her file visit to the showroom to return the samples, she then selected the carpet she would like to go with.

  As a company, we have spoke with the manufacturer and able to get them to discount a new selection of materials that you would like to change to. In addition to the discount, we are able to get from the manufacturer as a small business were able to apply even more discount on top of the new materials she is selecting from.

   

  As a company, we do offer a satisfaction guarantee on the insulation we provide which we have come to the conclusion there is not an issue with the installation. The carpet manufacturer that we carry does carry a customer satisfaction guarantee as well if anything wrong with The materials, such as defects which we have come to the conclusion, there is not any defects

   

  We do take great pride in anything and everything that we do and definitely take great pride and taking care of our customers the best way we can in regards to situations such as this however we are limited to our powers in regards to refunds or heavier discounts with no faults to materials or installation. 
  

  Thank you 

  Customer Answer

  Date: 01/14/2025

  Complaint: 22803547
  
  I am rejecting this response because:Rudys Flooring is missing the point of my complaint. There may be no defects with the carpet. However, I was led to believe that I was purchasing was what I was looking for. Again, I received no guidance nor advice on what I was buying. **** never once spoke to me after his visit in my home to take measurements. His office staff just placed carpet sample boards for me to look at. I asked for a short pile, light color carpet and was never told it wasnt a short pile carpet. No advice or guidance to someone that doesnt know much about carpets, in spite of advertising that they will provide such. This carpet is plush and once you walk on it, you will see all of your footprints and if you vacuum, you will have streaks everywhere. In addition and aside from this, **** only came to check the finished installation when I asked him to do so. I showed him the closet door that doesnt close easily, a very visible seam in my bedroom and another area that makes a noise when you step on it. Then theres the area rug that is shifting over the carpet because he failed to tell me that I needed a rug pad. I did ask him about placing the area rug over the new carpet prior to giving him the job and he said nothing about needing a rug pad.

  If the discounts he is offering are the same as those he has already discussed with me, I am not interested. The discounts will have to be more substantial. We both share responsibility for this situation and so he should meet me halfway. Because of a lack of attention to my job on his part, this is where we are.
  
  Regards,
  
  ****** ******

  

  Business Response

  Date: 01/14/2025

  To whom it may concern
  

  yes, we acknowledge that the customer is not happy with her selection of materials. We cannot apologize enough that Mrs. ****** does not like her carpet selection and wishes to change and as a small business we have offered as much discount as we were able to to be able to meet her request. Even though her new request is a different type of floor than the carpet she Pick and does not like. The new floor she is looking to change to is a hard surface type of floor, which is what she wanted originally, but was a bit out of her original budget so she opted to go with the carpet that she selected.

   

  As a small business, there is only so much that we can give when trying to rectify a non-material or Installation issue. 
  

  Thank you 

  Customer Answer

  Date: 01/15/2025

  Complaint: 22803547
  
  I am rejecting this response because:Rudys Flooring only carries this one type of carpet that I selected. I made my wishes known early on that I was looking for a low or short pile carpet. I wasnt told they didnt carry this type until after the fact. Again, no attention or advice was given. I was left alone during the selection process. Surely, they should know the characteristics of their products. Have they not installed this carpet before to know how its going to look? Its not about the color anymore as much as the plush pile and the display of all the foot and vacuuming traffic showing, in a household of one. Going forward, and as I continue to age, Im afraid it will become a fall risk. Rudys discount amounts to $548.14 plus a discount from the manufacturer, if theyre still willing to offer it. Since I cannot choose carpet, I would have to go with a hard surface floor, which is more expensive. His estimate is for $6,570.22 for only 4 of 7 rooms. To do all 7 rooms would cost more than $10,000. I have already invested over $9,400 and I paid them in cash. Why should I be the only one to bear financial responsibility for this situation we find ourselves in? Im asking for a more generous discount. ****, you know how much more I can spend. Make it happen! Im sorry if this message is a repeat. Wasnt sure if I sent the first response correctly.

  
  Regards,
  
  ****** ******