Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/16/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  new flooring throughout house. After about a year, the installed flooring began to split at the edges with the next boards, both along the short and long edges. This occurred all over the house. A year ago notified the store who did nothing for months even with repeated calls to them. Finally they came to inspect the flooring and tried to say we had water damage. We had no water on the floor and followed manufacturer recommendations for cleaning. Two independent inspectors, both told us there was no water damage. checking the manufactures web site it is apparent their installation instructions were not followed by the installers who were hired by the store.

  Business Response

  Date: 11/08/2023

  To whom it may concern,

  This is in response to the complaint by ************************* regarding the installation of his flooring by *******'s Carpet Warehouse & Flooring. ****************** contacted us outside of the one year installation warranty with issues about the flooring product coming apart at the seams & cupping. We contacted the manufacturer of the goods immediately and had them perform an inspection with their inspector. They denied the claim. We then provided our own inspection, and the findings found that the problems were not due to any installation issues. After numerous contacts from ******************, we hired an independent inspector from *****, *******. *********************************.

   

  See attached report in this email and focus on discovered issues on page 6. 

  Discovered Issues from inspection report page 6:

  Manufacturing

  It appears there may have been an issue in the manufacturing during the "cutting / profiling" process. This is causing the planks to click and not lock together properly and causing the product to "cup" and "peak" at the joints. The product has now started to separate from the "end joints", and "side seams" and holes have started to develop in the planks themselves. The condition will worsen after time as more traffic goes across the floors.

  A piece of the Attic Stock (leftover product) can be sent to the manufacturer to examine / test the product for themselves if needed. 

  Site
  

  There were no Site related issues with the flooring.

  Installation
  

  There were no installation related issues with the flooring.

   

   

  In conclusion,

  In the past 50 plus years of owning our company, we have never received any complaints to the BBB. 

  Since the manufacturer is denying the claim for goods and product to be replaced.  In good faith to work towards a resolution, *******'s Carpet Warehouse & Flooring will provide ****************** with his choice of a different brand of flooring at comparable pricing through our store at no charge. Installation would be his responsibility using our installers at contactor pricing. 

  Sincerely,

  ***********************, Marketing Director

  *******'s Carpet Warehouse & Flooring