Hired to install carpet in my home - destroyed baseboards - refuse to compensate.
I hired Carrol Johns to remove and replace the carpet in my main living area, master bedroom, two guest rooms, four closets and a small hallway. I scheduled the install a few weeks in advance.
ONE DAY PRIOR to the scheduled install date I had still not heard when the installers were coming. I emailed my contact, ******* ******* to find out when the installers would arrive. He informed me that the carpet was not in and that they would need to push the install back to Saturday (originally scheduled for Wednesday). We were also coordinating my time off, painters and other issues - so moving the install to Saturday wasn't really an option. We settled on Friday - even though I was assured at the outset that we had scheduled in plenty of time to install that Wednesday.
The install was interesting. The installers showed up late on Friday without calling, but immediately got to work removing the old carpet. This left my house a dusty mess (which was to be expected). They remove the old pad, start installing the new pad and carpet. Everything seemed to be going well.
The carpet I picked is lush - very nice and thick with a thick pad. I'm not sure these installers had much experience installing carpet so thick. It took them quite a bit of time to get it attached to the tack boards and stretched. But, after making a ton of noise, they finished up.
Outside of a very light vacuuming, almost no cleanup occurred. They hauled off the old carpet - but fragments remained in the yard and throughout my house. It was Friday evening around 6 p.m. at this time and it was clear they wanted to go home.
THIS IS WHERE THE REAL ISSUES START: Upon inspecting my carpet, I noticed that nearly all of my baseboards had been damaged. From scuffs to major scratches and grooves to nails sticking out that had come loose. I also had grooves in almost all the door frames from the equipment and a small crack in the drywall in one of the guest rooms. THIS WAS UNACCEPTABLE. I attempted to discuss this with the install crew, but he didn't quite understand my issues and I said I would take it up with my contact.
I signed off on the install at that point because I was assured my contact would take care of the issue. I also paid the remaining balance (both bad mistakes).
The following Monday, I emailed ******* ****** with photos of all the damage and an explanation of what had happened on Friday. I said I wanted this fixed and I wanted a contractor of my choosing to do the work. ******* insisted to have his contractor come back and fix the damage - but I refused. Why would I let the contractor that caused the damage try to repair it?
******* said that approval would have to come from the owner of the company to do it my way. I said that was fine - but the owner happened to be "out of the country" for a few days. In the meantime, I placed a stop payment on the check I wrote a few days earlier to try and ensure this would be fixed. About two weeks later, I heard back from ******* that the owner had approved me using an outside contractor.
So, I proceed to have the baseboards replaced and spent a good deal doing so. I submitted this number to ****** ***** and was rebuffed. At this point, I was dealing directly with the president *** ********. He told me there was no way I could have spent so much having baseboards replaced - and went so far as to say he never approved the work.
At this point, I told *** that the work was done and I had spent what I spent. Based on my calculation, we had spent more in time / effort / materials than what was still "owed" to Carrol Johns, but *** disagreed. I told him to suggest an alternative sum and I would consider it, but I didn't hear from him again for several weeks.
Bottom line - they installed carpet, damaged my home - refuse to pay market value for damages.
I want ****** ***** to pay what it cost for me to have my baseboards replaced - as they said they would. $1358.00
To Whom It May Concern:
Please note that the complainant wrote us a "HOT" check that we intend to turn over to the Tarrant County District Attorney's Worthless Check Division. Here is our response to the above-referenced complaint:
** Scuffs and scratches to baseboards do happen. It is a normal part of what can be a rough process, installing floors. The damage was minor and some appears to be dated, normal wear and tear. I OFFERED TO SEND OUR PAINT AND TRIM CREW IMMEDIATELY UPON RECEIVING MR. *********'S PHOTOS. Mr. ********* would not allow it.
** Mr. ********* SIGNED and dated a satisfaction form, checking all four boxes "yes" to the various questions about his experience. Several of the complaints in his review are brand new despite two months and scores of emails having passed since this installation.
** I have made many offers to settle for less than the original amount owed, asking only for a contractor's estimate, invoices or receipts for the repairs made or related material. Mr. ********* has never provided one piece of documentation. I offered to personally inspect the installation to assess the situation. Mr. ********* would not allow it.
** In Texas, placing a STOP PAYMENT on a check issued for products or services provided in good faith is a CRIME. Mr. ********* committed this crime, a felony, without warning.
** My current offer of $250 off the amount owed ($1,625) still stands. I will forgo legal, bank or administrative fees incurred until such time as I am forced to file a criminal complaint. Once that happens the offer is null and void.
We are not perfect. We make mistakes like everybody else. I feel we have done everything that anyone could reasonably expect from a business to try to fix this situation before it reached this point. I am proud of my company, its employees and our fantastic customer base that we have worked so hard to build.
(O) 214-390-0850 ****
Carrol Johns Flooring
Carpet - Hardwood - Tile
Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
Mr. Ratcliff continues to maintain that I wrote a "hot" check. He fails to see that I am within my rights to withhold payment for services that were not received or did not meet expectations. I did sign a satisfaction form that referred to the carpet itself, NOT the surrounding areas. I brought the baseboard issue to Carrol John's attention immediately, but have had issues getting them to cover the actual costs of the repair. Mr Ratcliff keeps offering me $250, which is about $1 per LF for my baseboard repairs. My baseboards had to be REPLACED, which cost significantly more. He maintains he could have done it for cheaper, but seems to forget that he allowed me (in writing) to choose my own contractor. If I overspent having these baseboards repaired - fine. But, $250 is ridiculous and unrealistic. I've told Mr. Ratcliff I'm willing to meet somewhere in the middle, but he refuses.
I'm not sure what allowing Mr. Ratcliff into my home would prove. I sent him photos (with the new carpet installed) taken the day of the install of the damage. Many of the baseboards in question WERE PAINTED THE DAY PRIOR in preparation for the new carpet installation. I do have a receipt for the painting work and would be happy to provide it (and have already provided the painter's contact info to Mr. Ratcliff). Now, I've had the baseboards fixed and they look great. I'm not sure what Mr. Ratcliff expects to see in my house - but, he's right, he's not welcome - especially now. And again, I have in writing from Carrol Johns permission to use my own contractor.
From the beginning, Carrol Johns and Mr. Ratcliff has been determined to dictate how the damage they caused to my house would be fixed. THIS IS MY HOUSE THEY DAMAGED. I will dictate how it is fixed. If I let someone wash my car, and that person ran it into a pole, would that person get to dictate the terms of repairing the car? Absolutely not. I'm not sure why Mr. Ratcliff thinks this would be the case for a house.
A NOTE TO THE BBB: Mr. Ratcliff isn't accusing me of a crime above - he's flat out saying that this has occurred, which can only be determined by a court and jury. Please remove this info from his response. Before this discourse goes public. Thank you.