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Business Profile

New Carpets

Crest Flooring

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in New Carpets.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:12/28/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Business was to provide materials and labor to install bathroom floor with 2 yr warranty on materials and 1 yr warranty on installation workmanship. Installed Aug 2023 Nature of the dispute: We had a bathroom floor installed and encountered a sagging low section of the floor the next day which is unlevel and not safe in the main area of our bathroom which needs section leveled properly and tiles reapplied. The area is a 18" by 15" area directly under standing area for bathroom sink and entering/exiting bathtub. The bathroom is approx 6ftx9ft We repeatedly asked for this to be corrected and still have no solution. We seek to have the low spot area corrected and attached pictures clearly showing the missing flooring section and feel like the matter was blown off. Their original quote stated the subfloor would be removed and a new subfloor would be installed. On day of install I asked someone to come out from office to see if this looked right but there was no response. I regret we signed off too quick the same day and noticed this closer the next day and reported the matter to Installer Scheduler. At some point he came out and was going to have other installer come out which that installer pulled up one of the tiles up to examine closer and has not returned.We want the low spot fixed and disappointed at the way this matter was handled.

    Business Response

    Date: 01/29/2024

    In reply to complaint 2106698:
    While we cannot dispute that we have not contacted **************** since the time the second installer was sent to his home; up to that point we certainly did not 'blow the matter off" and were very responsive to his service request.

    OUR STATEMENT:
    On the day of installation, the mechanics pulled up the existing floor and found the exposed floor exhibited wetness.  It was our opinion that the toilet was causing the problem and we requested **************** to have a plumber reset the toilet.  When notified that this was completed, we returned to the job and installed a new sub-floor, prepared the floor to reasonable flatness, and proceeded to install the selected new floor tiles.  

    When we were contacted about the floor not being level, we went out right away and put a level on the floor.  The attached image does show that the floor is slightly out of level.  The only rationale as to why this happened is due to the floor being wet and how it dried.  Some areas were probably wetter than other areas.  We do believe the installers did a good job; however, we did discuss coming back out, pulling up tiles and doing more patching in order to achieve a better result.  **************** was allegedly ok with this as long as the cost was not excessive.  This is where we dropped the ball.  If **************** would like us to come back after reading our reply to his complaint, we will be happy to do so.  Anticipated costs will be $110.00 plus the cost of additional floor tiles if needed.   Because the floor is glued down, it may not be practicable to simply pull up a few tiles where the slight unevenness is, level it out and reglue.  Worst case is re-installing new floor tiles over what is there and prepping for level prior.  

    Respectfully,
    ***************************

    ***************************, President
    Crest Flooring
    *****************************************br>*********, ** 18016
    ************ {221}
    **********************************

    Business Response

    Date: 02/08/2024

    I was following up on the complaint.

  • Initial Complaint

    Date:04/25/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Date was May 13,2022. They offer a 1 year warranty on the installation of the carpet and I had them back to fix a seem in the hallway which you can still see and I am afraid eventually it will come apart. They came back again and i was told there is nothing they can do about it more than once and told me that they are not going to do anything about it. I paid $7946.78 for the carpet and that is the answer I get from them. Not acceptable to me. The total installation charge was $2125.50 for the job. I am very unhappy at this point to hear that from a company. I even had someone point the seam out to me that came for a visit.

    Business Response

    Date: 05/23/2023

    Hello,  
    Crest acknowledges your concern regarding the possibility of the seam coming apart in your hallway. 
     
    Crest installed the carpet in your home on 6/2/2022 and a service request was made on 6/8/2022 regarding the carpet seam in the hallway at the doorway. The original installer came out and addressed the proposed issue on 6/22/22. Then, Crest came out on 4/3/2023 to steam the seam. Shortly thereafter, Crest sent a different installer out to look at the proposed issue. 

    Crest has a 2-year installation warranty for all installations. Your installation warranty would be valid until 6/2/2024. However, seam visibility is not considered warrantable if the seam was made correctly.  

    Our professional installation crew made an acceptable seam according to the ********************************. A proper seam has tight edges without gaps or overlaps. Unfortunately, no seam can be guaranteed to be invisible. Seam visibility is highly dependent on the texture/color of the carpet as well as the lighting and furniture placement in your home. The seam tape and glue that is used is extremely durable and Crest is confident that it will not come apart. The way seams are made, they are actually stronger than the carpet itself!  

    I understand that you would accept the installation and be content with a refund of the installation charges of $2125.50. Unfortunately, this is not an option for us as it would be admitting we did not do a workmanlike job.

    Thank you, 
    *************************************
    Executive Assistant 
    Crest Flooring 

    Customer Answer

    Date: 05/26/2023

    [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

     Complaint: ********

    I am rejecting this response because: They only came out the one time to re seam the seam and it was still visible so they sent another gentleman out and he did not want to try to re glue it and suggested that maybe they could just install rug in the hallway but could not guarantee the color lot would be the same. I do not have any furniture at that spot since it is a hallway. The least they can do is refund some money to me to try and make me happy since I did send a customer to them who did their whole house in the same color carpeting. I guess that is the thanks you get for recommending a customer to them. Well never again and I only hope they don't have any trouble with their seams. And by the way I was told that I had a 1 year warranty on all installation including seams. I guess lesson learned and I should have went with the other company and I will never refer your company again. Sorry but that is the way I feel since you can't even offer me anything.

    Regards,

    ***********************

Crest Flooring is NOT a BBB Accredited Business.

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