ComplaintsforCarpets Plus of Wisconsin

• Initial Complaint

  06/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This all started in December 2021. ***** the salesperson took measurements at our newly purchased home for carpet. He then went on vacation and did not provide the measurements to anyone else at the store pushing our installation date back several weeks. Then we scheduled an install date and paid half of the price which was approximately $5000 dollars and scheduled the install for ******* 6th/7th. Then after waiting my wife contacted ***** about the install and then was told that the carpet would not be in on time and tried to schedule the install at the end of the month but later said he could do the 12th-15th. Then on the first day of install ***** told my wife several times the carpet was in town and ready. But after the first day no carpet had been installed just the pad. I later was told by the installer that ***** had lied and the carpet didn't even get to him until the day after the install. Then on the last day of the install the job was not completed and we had not been contacted. The following day no one showed up to finish. I then contacted several people at the business and in the end they found a person to finish the install because they had allowed the previous installer to start another job. We were also told by a managing partner we would be contacted about compensation for our trouble. This was a horrible experience that caused us to live and pay for two homes, we had to change childcare, and our movers. Additionally, because of the lack of communication and not finishing the job the movers had to leave our items in the downstairs of our home and we had to move the items because we could not get the items upstairs due to carpet install being finished. Then after carpet was finished we were never contacted about the carpet until my wife received a voicemail this week and we received a 30 day letter for the intent to place a lien for the full cost.

  

  Business response

  06/12/2022

  Dear Sir or Madam, 

   

  We would like to meet with the customer either at our showroom or at their home. That meeting to include the individuals mentioned in the complaint.   We could meet the week of June 20th or 27th.    Please advise.  

   

  ******* Peters 

  Carpets Plus of Wisconsin Inc. 

  Customer response

  06/12/2022

  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 

  We would not be able to meet in person. It would be incredibly difficult due to us working and that we just had our second child just over a month ago. We would happily talk on the phone if that is possible but cannot commit to an in person meeting due to childcare and work.

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

  
  

  Customer response

  06/27/2022

  Complaint # ********. We were contacted by Carpets Plus and are not satisfied. When we were contacted by the managing partner he would not offer to us any discount but instead asked us say a number. It was a very uncomfortable process. Then when we told them we would like a a 20 percent discount they responded with 10 percent. After that process was over the salesman we had problems with continued to contact for the entire price. Even after the entire process it felt like we continued to be pressured and treated like we did not matter. Basically, after all the issues we had they continued to not care or apologize but continued to squeeze us.

  

  Business response

  07/09/2022

  Thank you for your recent payment and for your taking the time to share your experience with us here.   We will make it a point of emphasis to explain to all our customers that products are not ordered until a down payment is received and that non-stocking items are subject to revisions in shipping dates. In the case of the former it can be off putting or come off as pushy. I think we can do a better job of explaining that without pressuring the customer for the order. In the case of the latter - as we deal with shipping daily, we should again reinforce to our customers that due to supply chain issues and labor shortages dates may be revised.  If this was explained it is completely understandable that with all you have going on in your move, it wouldn't hurt for us to explain this more than once.   Attached shows our placing the order at the time of the deposit, approximately mid December. The product was not immediately available as is shown.  This delayed our installation date as you know only too well.  My understanding is the stairs remained undone as the movers arrived. I believe that was the rationale for the credit that was issued to your account.  The credit was not due to a payment, rather a journal entry cleared the balance. Unknowingly the associate was not aware of the arrangement between yourself and our managing partner.  I apologize that this work was completed later than we had all hoped for. 

  Customer response

  07/11/2022

  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.
  
  The thing about the process is that your salesperson took measurements and then those measurements stayed with him while he went on vacation so we were unable to place a down payment. In addition the reason the stairs were not done was not done was due to the installer being allowed to begin another job before finishing our house. Then after not being informed about that I had to call and talk to several employees to find out that information. Then we were able to have a different installer come to finish the job. But because of that delay our movers then had to leave our items downstairs and in our garage that then we had to move ourself after paying movers. I really do not know if through this process how upsetting the actions taken by your salesperson has been.
  
  Regards,
  
  *************************

  

  Business response

  07/16/2022

  I an sorry we were unable to satisfy your timing needs regarding the delivery and installation of your carpeting in January of this year.  Thank you for your payment last month. Management did authorize the aforementioned credit of $1,000. to your account, due to the fact that the stairs remained unfinished when the movers arrived. Your account is now considered paid in full with a zero balance and no interest due.  A quote sent prior to December 3rd was altered in scope and the revised quote was emailed December 3rd. The associate had returned to work on or before sending you the requested December 3rd correspondence indicating that he was back in Wisconsin and would wait to hear from you. Separately but also on December 3rd we sent the revised proposal per your final selections and a request for a down payment which would allow us to order the carpeting at the mill.  We received your deposit on December 16th. This time gap would prove critical as the mill closed for the year end maintenance and you know the rest, but for the benefit of the uninformed we could not get delivery of the carpet till the 1st day of the rescheduled installation. Therefore we removed existing carpet, prepped the surface and installed the padding on Day 1. BTW - With the schedule revision, only a one man team was was available to install the carpeting so this became a 3+ day installation rather than a 3 or 2 day job. This is  where our having received the deposit and in turn the carpeting, days sooner could have seen the work completed in less than 4 days. There is every reason to think that had the deposit been received and the carpet order having been placed earlier in the month, we would have had a much greater chance at meeting your deadline. In today's world, supply chain issues and labor shortages are real.  That is why we have expanded our stock offerings in the Covid and post Covid era.   I will use this experience to emphasize to staff that sometimes repeated requests for deposits are in the customers' best interest, lest we end ** in the predicament you found yourselves in. Also hindsight is 2020 but I wonder if completing the stairs AFTER the movers were through would have allowed them to place the upstairs furniture upstairs, rather than the first level. An option that might have been missed.  Tell us why here...

  Customer response

  07/18/2022

  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 wish to reject the response and complete/close this complaint process as conversations between Carpets Plus and us are not going anywhere. It feels that while the business has acknowledged some of the issues brought forward with every message they bring up a reason why it is our fault. 
  
  Regards,
  
  *************************

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