ComplaintsforKerns Carpet One

• Initial Complaint

  02/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 5,2022 Kerns carpet came and inlaid a gray, vinyl floor in kitchen and in hall. They claimed they were bonded and insured and could be left alone while I went to work. They did not put the floor all the way in one corner of the hallway. They *** deep *********** to door frame in hall by one bedroom. By the basement stairwell, they actually cracked the wall by the silver strip to hold the floor down. They went in the livingroom and knocked over decorations on a table. They left loose nails on the floor of the bedroom and in the basement. They left a Japaneese knife on the basement floor. Why they needed to go in the livingroom and basement is beyond me. They knocked over a new mop and pail in stairwell and just let it fall and stay at bottom of stairs. I would like some money refunded to call someone else to fix holes in walls. When I called Kerns he laughed. When I called their scheduler she said she would send same crew to fix it and I said I want someone else, I am afraid of them. And she said there is no one else.

  

  Business response

  02/16/2023

  Kerns takes all customer complaints seriously, and tries to the best of its ability to resolve them in a complete and timely manner.  The installation took place on October 6-7 2022.  Prior to the installation, Kerns is transparent with customers by going through an installation checklist.  **************** signed the checklist on 9/13/22 that included a statement ''after the flooring is installed, customer may need to touch up paint on walls, moldings and baseboards".  She also signed a document giving permission to the store to charge her credit card after the installation.

  Ten (10) days passed before **************** contacted the store regarding her concerns.  Kerns scheduled the installer to return on 11/2/22 to address her concerns.  However, on 10/27/22, she responded that she would get someone else.  She referred to issues with a wall, loose nails, and a knife in the basement as her reasons for getting someone else.   **************** assumed her concerns were due to Kerns installers, particularly the knife without giving Kerns the opportunity to remedy the situation.  The store manager reached out to her after her refusal of the same installers, but she never responded.

  Kerns confirmed with the installation company that their installers were never in the basement.  The knife asserted in the complaint appears to be a steak knife.  Standard practice with sheet vinyl installation is to use standard utility knives, also confirmed with the installer.  Furthermore, nails are not used in sheet vinyl and subfloor installation.  Adhesive along with staples are used instead.  Installers bring their own equipment to clean up.  Appliances had to be moved for the installation which was covered in the checklist, and would explain why the installers may have been in a different room in the house.

  It is not unusual for the customer to leave the home during the installation.  Kerns has done several jobs for **************** in the past and no history of issues.  This installation company is highly trusted by Kerns and together we have a long standing, excellent working relationship.  Furthermore, both companies have the right to cure by law.  Kerns values that law so that the company has the opportunity to rectify concerns to a customer's satisfaction.  

  Kerns would like to as originally intended and in the normal course of business, reschedule the home inspection with a Kerns manager and this installer to address her concerns, a process in which **************** can feel safe.  

   

  Customer response

  02/17/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer   *********** did use nails to hold down silver pieces on the floor between rooms. I do not want the same team there as they did a poor job last time they were here. 
  
  Regards,
  
  *********************

  

  Business response

  02/20/2023

  BBB:

  I understand ******************** concerns and we have found a different installer to look at the job with a member of our staff.  We would appreciate **************** providing us with dates and times that she is available.  We will do our best to make the time or times work.

  Thanks you,

  Kerns Carpets

   

   

  Customer response

  02/22/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I want a refund so I can pay descent people I found to repair the damage Kerns inflicted. I do not trust their people or choices. 
  
  Regards,
  
  *********************

  

  Business response

  02/22/2023

  Dear BBB,
  

  ******************** request for a refund is out of line for the following reasons:

  1). The customer has accused ********************** of damaging a wall, leaving a knife in the basement, and leaving loose nails around the house.   More than 10 days passed before *************** contacted Kerns with these accusations.  We do not know if we were the only contractor in her home since the installation because the knife and nails are not items used in sheet vinyl installations.  Kerns believes these issues are without merit but is willing and wanting the opportunity to schedule an in home inspection.   **************** refuses.  
  

  2). Every attempt to schedule a time to visit her home and address her concerns has been rejected.  

  3). The State of ** law states that businesses have the right to cure if something is not right.  We have tried to be accommodating, but all attempts have been rejected. 

  4) Kerns has been in business for 88 years, and **************** has purchased from Kerns several times prior to this.  It is unclear why she claims we cannot perform the work as necessary.

  5) From her responses, it appears that she is only interested in a refund instead of allowing Kerns the right to cure.

  Thank you -

  Bill Kerns
  

   

   

  Customer response

  02/23/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear wrong. They were aware of problems right away and lied and said they dont use ********** they do there are nails in the room dividers now to hold them down. I do not want their crew back in Im afraid and I live alone and am a senior citizen. It would be just me against them. They did a bad job the first time who knows what they would do a second time. *********************
  
  Regards,
  
  *********************

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