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BBB Accredited Business sinceAdditional Locations
Phone: (540) 898-0003 Fax: (540) 898-8613 View Additional Phone Numbers 4901 Jefferson Davis Highway, Fredericksburg, VA 22408 View Additional Email Addresses View Additional Web Addresses
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A BBB Accredited Business since
BBB has determined that Doug's Carpet House, 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 13 factors. Get the details about the factors considered.
Factors that affect the rating for Doug's Carpet House, Inc. include:
- 4 complaint(s) filed against business
Industry Ratings Comparison
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||4|
|Total Closed Complaints||4|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Type of Entity
Business ManagementMr. Douglas M. Simms Sr., President Ms. Sandra Brown, Office Manager Ms. Lois C. Simms, V.P. and Secretary
Carpet & Rug Dealers - New Furniture - Retail Furniture Designers & Custom Builders Floor Covering Stores (NAICS: 442210)
Alternate Business NamesSimms Furniture
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Additional Phone Numbers
- (540) 371-3990(Phone)
- (540) 898-3500(Phone)
- (540) 371-2474 (Fax)
Additional Web Addresses
Additional Email Addresses
- - Communication/Mass Email
- - eQuote
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|
BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
BBB Letter Grade Scale
Star Rating scale
BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.
Problems with Product/Service
Read Complaint Details
Complaint: We hired them, and paid 50% up front, to have 1 room, stairs, and a catwalk converted to hardwood. A process that started in the end of Feb. It is July 14th an and we still have not had the job completed. Oh the excuses; 2 weeks they said, the mill is running behind. Then, one more month, the mill lost the order. Then, "well, the paperwork never went to the mill, we need to come back and remeasure". Seriously! During this process they never reached out to me and provided an update, I had to call them (and I pulled my cell records) 32 times for updates! 32!!! June 1st, the installation team comes out to the house but they don't have risers for the steps, and the treads are not correct. The guys came back out on 9 June, and the treads were cut on the wrong side, they had them all backwards with the opening facing the wall. Back up with the railing and we continue to walk on the subflooring for another few weeks while they sort this next round of failures out. Oh, I should mention that I have 3 young children, that's a ton of fun with stairs with barely installed spindles on the railing. Came out to "finish" on June 23rd. Did not remove the old treads as agreed and just did an overlay, so now my stairs are the wrong height on the first and last steps and are officially out of code. The nosing is wrong on the top stair and extremely noticeable. The stain color is all over the place and looks very bad. Several stairs are noticeably lighter then others. They left again without completing the job and then sent me a full priced invoice. Multile requests for elevation inside the company have not been ignored. Supposed to come out on July 12th to finish. Again, they sent a worker out without the proper tools and have to reschedule. Our home was to have photographs taken for listing on the MLS, which we had to reschedule. Once again, they find a way to set a low bar and then fail to achieve it.
Desired Settlement: Finish the job, correct all the errors. Then lets start the conversation about what the final bill is going to look like. I have missed 9 days of work dealing with this issue. Plus the money I am out from the photographers this past week. 9 times 8 hours, they owe me for 72 hours of missed work. Do the job you signed up to do 5 months ago when you took my money. I have also filed a BBB report on the corporate headquarters of ***** *******
Dear Ms. ****** ******
|9/24/2015||Problems with Product/Service | Complaint Details Unavailable|
Problems with Product/Service
Read Complaint Details
Complaint: I reported a materials fault complaint to the local branch where I contracted services on or about 12/1/14. I never received a call back. After 2 follow up calls I was told my claim was forward the Fredericksburg, VA office to the attention of Louise S****. I called asking to speak to her at least 3 times never receiving a reply. On the 3 call sometime in January the branch manager accidently pick up the line. I explained who I was and why I was calling and Steve S****** took ownership of the claim. He replied to me about a week later saying my claim was out of warranty. Being upset at all my effort and getting I can't help you answer, I politely expressed how I felt about their overall service and was going to let the public know about it. Steve stated he would reconsider and get back to me. About 3 weeks later he called to say he would re-grout my tile at no cost to me and ask I give him a few weeks to set up. I was never called again. I called Steve speaking to him directly several more times. In March I caught him on vacation and he told me "if I tell you it will be done, IT WILL BE DONE I have never heard from him or anyone else since. Today is 6/3/2015.
Desired Settlement: I am extremely hesitate to allow The Carpet House to now do the work they committed to do... I may end up with a bigger problem than I have now. So really want the public to know about my experience.
We have reviewed the complaint and understand our customer hesitation
to allow Carpet House to do the work that we committed to complete. His
statement of the problem was accurate.
|10/29/2014||Problems with Product/Service | Complaint Details Unavailable|