ComplaintsforMacco's Floor Covering Center, Inc.

• Initial Complaint

  10/03/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Maccos required treated plywood be installed on my deck prior to installing outdoor carpet on my deck. I hired a builder to install the treated plywood. Maccos installed the carpet after approving the plywood installation. A few days later it rained. This caused the carpet to bubble up and the glue released between the carpet and treated plywood. Maccos blames the treated plywood that they required to be installed. Treated plywood is NOT waterproof. Treated plywood is intended for occasional bouts with rain. Damage occurs with submersion of the plywood in water as is the case when the carpet was saturated with rain. The glue used to hold the laminated pressure treated plywood together is not waterproof. My deck is ruined! All the plywood has to be removed. The removal will be nearly impossible to do because the treated plywood is glued, nailed and screwed down to the original decking. I paid Maccos $1897.75 (one half of total quote of $3795.50). Plywood cost $983.92. Labor $500

  Business response

  10/17/2021

  We did in fact recommend treated plywood. There are no other wood options in this situation. It's the same material installed on rafts for instance that sit out on a lake for months on end, exposed to heavy rain. This situation is no different. As a courtesy, we removed the carpet carefully so it can be reinstalled once new underlayment is installed. We did indicate to **************** we would reinstall the carpet for a fee. However, as a courtesy, we will reinstall the carpet at no charge. That said, we fully expect the balance to then be paid. It should be noted we've remained communicative to **************** as we've tried to be flexible in getting this resolved. Refunding his down payment is not an option. I will call **************** Monday, October 18 to discuss his unfortunate situation further and as we always do, work toward a positive resolution for him. 

   

  *********************

  CEO 

  Macco's Floor Covering Center. 

  Customer response

  10/21/2021

  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 below.
  
  I received an email from ***************** and find his offer to reinstall the carpet at no charge falls far short of the cost to repair the deck and prepare it for carpet installation. ************** agrees that ********************** required treated plywood be installed prior to carpet installation. I disagree with his statement that it is the fault of the contractor that the plywood failed. The contractor simply followed the directive on the quote from **********************. The bottom line is ********************** requested the wrong material as underlayment for the carpet. I have no intention of attempting to install carpet on this deck after this total failure. The cost to remove and dispose of the plywood from my deck and to restore it to a useful condition will no doubt far exceed the down payment I paid. I will not be able to get a contractor to work on this until next spring. Until then I will look out on a big mess and have to explain to guests over the holidays why it looks the way it does. I already have spent a great deal of money to purchase the plywood, glue, nails and labor to have it installed. I emailed a response to ************** requesting my down payment be returned and the carpet be picked up. I appreciate Mr. ********************** involvement in this matter and hope that he can appreciate and understand the terrible mess that needs to be resolved.
  [Please type your response here.]
  
  Regards,
  
  ***********************

  Business response

  10/25/2021

  I spoke with **************** this morning. We had a thoughtful, respectful and ultimately productive conversation. We agreed that Macco's would release **************** of the balance owed Macco's of $1897.75. Additionally, I agreed to send **************** a check for $500 to help mitigate additional expense he'll incur having someone remove his subfloor. For his part, **************** agreed to sign a simply document releasing Macco's from further responsibility, warranty, etc. with respect to the installation of his outdoor carpet. A check will go out in today's mail along with the release.

   

  *** Macco 

  Customer response

  11/01/2021

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***********************
  

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