BBB Accredited Business since
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A BBB Accredited Business since
BBB has determined that Mid-Tex of Midland, Inc. meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 16 factors. Get the details about the factors considered.
Factors that raised the rating for Mid-Tex of Midland, Inc. include:
- Length of time business has been operating.
- Complaint volume filed with BBB for business of this size.
- Response to 2 complaint(s) filed against business.
- Resolution of complaint(s) filed against business.
- BBB has sufficient background information on this business.
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||2|
|Total Closed Complaints||2|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Type of Entity
Business ManagementMr. Paul Renz, Vice President Mr. Alan White, President
Carpet & Rug Dealers - New Floor Materials - Retail Tile - Ceramic - Contractors & Dealers Hardwood Floor Contractors
Industry TipsTips for hiring a contractor
5206 W Wadley Ave
Midland, TX 79707 (432) 697-2282 Directions
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Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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Star Rating scale
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Problems with Product/Service
Read Complaint Details
Complaint: Had a lot of carpet installed in home. Within 24 hours started stepping on nail strips. A supervisor came and said he fixed. Continued stepping on nail strips then noticed carpet pilling up. They had razor edged the entire install instead of properly tacking down! I ordered stain resistant carpet and its worse than what I had! It shows everything and won't release stains. I called and was connected with a manager who was rude and ugly to me about entire situation. I was going to go ahead and fork over money to have it fixed but I shouldn't have to! I paid a lot for this! It's been 3 years and its horrible! Fraying everywhere, constantly stepping in nails !
Desired Settlement: I just want recognition that they were wrong and compensation for bad services and product! They act like I'm bad for wanting what I paid for?
Re: Complaint ID #*******
To Whom It May Concern:
I have received a copy of the complaint filed with you by Ms. **** who lives at **** ******** **., Midland, TX 79707. I am at a loss as to how to correctly answer this complaint because the facts asserted by Ms. **** in her complaint do not agree what so ever with what my records show.
I do show that we installed two rooms of carpet for her in September of 2011, which is over a year later than she says. Her carpet was installed in the same manner as all carpet is when it is stretched in over pad. The installer that did this job is one of the most experienced and capable installers in Midland. I have no idea what she means by "razor edged", it is not a term that I have heard before except when referring to the sharpness of a blade. I am also not sure what is meant by "pilling up".
I have check the job folder and have found no record of a complaint by Ms. ****. I have also asked the salesperson and installer if they were aware of a problem and neither can recall one. If she talked to a manager here it would have been myself and try never to be "rude and ugly" to our customers.
The only notation I find out of the ordinary related to this job was that we had to refer this account to a collection agency on 1/27/12 for non payment of the balance due of $1428.22. We would not do this if we were aware of a problem on the job. We were paid the balance on 3/21/12.
The last thing I can say that if she does have a problem with stain resistance or wearing of the carpet this would be filed with the manufacturer. We would normally assist the customer in doing this if we were aware of the potential problem. For the warranty to apply the carpet, it must be cared for and treated decently and to their specifications. This includes yearly cleaning by a professional carpet cleaner. Also a stain resistant carpet is not stain proof; there are many substances that are excluded from these warranties such as pet urine, oil or grease, and paints or stains.
Vice-President & Co-Owner
Sent: Tuesday, November 26, 2013 3:42 PM
Subject: Rejection of business response:
We actually had three rooms of carpet installed, two living rooms and a bedroom.
I noticed I typed 2010 instead of 2011, I apologize!
The carpet was cut but not tacked, I sent two photos from two separate locations in home.
I spoke with front desk associate who forwarded my complaint.
I was contacted by Mr **** and he was very very rude. He brought up the fact we paid in two installments and that the second was late, I informed him we were not wanting to pay for a bad product and service but in the end paid and decided to handle with him.
When I explained the issues he said he had had this same problem occur with other customers before me with these installers, he admitted he had know of this happening before.
I did contact my sales person Mr ***** ******** about the issue and he came a week after install and inspected the problem, he looked at the razored edges and offered no help.
I'm happy to send other pictures of this mess if it helps!
Thank you so much for your help!
12/05/2013 06:44 Mid-Tex (FAX)432 694
BBB Corporate Office
Re: Complaint ID #*******
To Whom It May Concern:
I have received Ms. ****'s rejection of our response. I still do not agree with her statements regarding my employees, installation crew or myself. As I stated previously the crew that did her installation is one of the best and we very rarely has problems on their jobs. Therefore I know that I would have never made the statement about "same problem occur with other customers" to her. I have also found Mr. ******** to be very responsive to handling his customer's problems. He would not take the trouble of going to a customer's house to look at a problem only to "offer no help". As for myself I have been accused of many things over the years but being rude to a customer has not been one of them.
Since my previous response I have had both Mr. ******** and the installation crew drive by Ms. ****'s house to see if it would jog their memory about any issues on the job. Both remember the initial installation but didn't recall any call backs on it. This along with the lack of any notations or correspondence in the folder is why I believe we were unaware of any problem.
It has always our company policy to try our best to deal with any complaints from our customers and to take care of any legitimate ones. Both Mr. ******** and the installation crew have offered me to go by and see if they can take care of the problems. However I believe that the best solution is for me to do this myself. If Ms. **** will agree to this then I will call her and set a time to do so. If she plans to claim any soiling problems with the carpet then I would ask her to have copies of any cleaning receipts for me to see. If she will not agree to this then I have done all I can do on this matter. Thank you
From: ***** **** [mailto:*********@yahoo.com]
Sent: Monday, December 09, 2013 5:31 PM
Subject: Rejection of business response *******
I'm afraid I'm going to reject the follow up response of MidTex of Midland. Without a third party such as the Better Business I have no assurance that the matter will be resolved amicably. I have in the past attempted to deal with Mr ****, had that been successful I would not have sought assistance. Without help from BBB, I can't believe that the matter will be resolved. I can clean the carpets, but I can't fix poor installation. I've sent photos (and can send more). I would love to have a BBB representative look at the install in my home. I would be happy with a partial refund and apology. I will not allow MidTex to EVER work in my home again.
Thank You So Much
BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.
|8/24/2012||Problems with Product/Service|