ComplaintsforSouthwest Floor Carpet One

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In October 2023, I went by the store and talked with **** ******, salesman, and asked her to come and measure my house for flooring. I had decided on luxury vinyl and had existing tile floor. She told me that I could lay the luxury vinyl over the tile or take it up. When I questioned her, she assured me that it would be no problem to lay it over the tile. I was given 2 bids, one to remove tile and the other lay the vinyl over it. May 2024, I had an area in my dining room that was starting to raise up. The installer was sent out and he said that tiles were coming up. **** called me and said all that could be done is take the whole floor up, remove the tile, and put down new flooring. This was quoted me at over $6000, which was the same as the first install. I am deeply disappointed with this flooring company. They are now wanting me to have almost $13000 in my floor.This company takes no responsibility for what they advise people and the floors they install, even though they are supposed to be "Professionals". That's why people go to them because they are supposed to know about flooring and "qualified" to make recommendations on what will work and what won't work! Do not use this store to shop for flooring. They obviously don't know any more than the rest of us. They have not warrantied my floor or the install job. They have taken advantage of me!

  Business response

  07/17/2024

  Southwest Floor Carpet One has kept a line of open communication with ******************* throughout this time.  In the beginning we provided her with two optional bids, one to tear out the existing ceramic tile and another bid to lay the new vinyl plank flooring over the existing ceramic tile.  ******************* chose to lay over the existing ceramic tile.  It is always a better choice to remove the old existing ceramic tile but if the existing tile never comes loose it is a great savings.  Most of the time the tile does not come loose, but there is no way to guarantee that it will not.  I have an appointment with ******************* this Thursday at 1:30pm to discuss how we can resolve this flooring issue.

  Kindest Regards,

  ********************* Owner, Managing Member

  Customer response

  07/22/2024

  **************** came out and looked at my floor. Nothing has been done yet. I am waiting to see a positive response to this. Hopefully, the right thing will be done.

• Initial Complaint

  06/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had my flooring done by this company. They were beautiful, but we had a piece of flooring pop up that needed repairing- they had only been down 1.5 months at the time of my first attempt to get repair and they have a guarantee on their flooring. I have been ghosted on three different occasions now. They have said they are coming to repair and never show up. Im now having to get someone else to do the repair so it doesnt get worse.

  Business response

  06/12/2023

  hello this is jim  on our complaint #********  we have trying to get a hold of *********************** she is out of town when she returns we will attend to a floor issue   we  did hear back from her  and she agreed thanks *****************

  Customer response

  06/12/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

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