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ComplaintsforCarpet City
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Complaint Details
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Initial Complaint
06/06/2023
- Complaint Type:
- Order Issues
- Status:
- Answered
We purchased our house I September of 2020 and had carpet purchased through the builder with Carpet City. The carpet has been subjected to normal use, regular cleaning, and the product has become so matted and worn the carpet is beyond help. I reached out to Carpet City Feb 4, 2023 for a warranty claim. An individual from Carpet City came to take pictures and a copy of my receipt for professional carpet cleaning. After months, I was informed a warranty claim wasnt submitted which required the same individual to come back and take pictures again to submit a warranty claim. Shortly thereafter, we were informed the manufacturer wouldnt warranty the claim. No reason was given even though we were well within the warranty period. We were offered a resolution of $0.90/sq ft off the purchase of new carpet with free install even though rip up/haul away and stairs would be extra. This offer would require us to spend over $5000 to replace a product we had paid for less than 2.5 years ago. We are interested in paying to replace the product with a better product but only at the cost difference the builder would have paid for if the better product would have been installed first. We dont believe we should pay for install since this is no fault of ours expect for being sold a inferior product.Business response
06/07/2023
Hi **************,
Carpet City Flooring Center is wanting to work with you to find an upgraded product with greater density and performance at a cost that will be substantially less than the $5,000. that you stated.
We respect your privacy and confidentiality so please contact the store manager at ************ to discuss your final cost. He will also reach out to you today to discuss your options to get the quality you desire.
Thank you and have a wonderful day,
Carpet City Flooring Center customer careCustomer response
06/07/2023
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 below.
I received a call from the General Manager and we are working out a time to discuss options in person. Im not comfortable closing the complaint at this time until after that discussion and a resolution is reached.
Regards,
*******************Business response
06/09/2023
Status update, The customer is meeting with the store manager on 6/9/23 to discuss his replacement options.
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Contact Information
Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.