Business ProfileforMetro Carpets, LLC

Here is the email that I sent the owner ********************* on December 9, 2022. In addition, I requested a meeting with ************** to discuss my concerns, and he declined.Dear *************:On November 3, 2022, I met with *************************** during a home appointment. While we were in the foyer of my home, I showed her my recently renovated home office. She told me she plans to retire in early 2023 (January/February). In preparation for the appointment, she brought several carpet samples, and we discussed color options. I told her I hoped to have the carpet installed before the Thanksgiving holiday. During the appointment, she briefly mentioned the carpet brand and the 25-year warranty. Again, she reminded me that she would not be around to address any carpet warranties because she was retiring soon. After much discussion regarding the carpet samples, she kindly offered to order carpet samples to assist with the final color selection. I decided on the carpet design; however, I would make a final color selection after receiving the carpet samples. ****************** measured the master bedroom and closets and gave me a verbal quote for the selected carpet. She did share that there was a $189 additional fee if the installer had to move any furniture. I told her the room would be emptied before the installation. The quote she gave me was approximately $3000, and she told me a 50% deposit was required before she could order the carpet. I gave her a check for $1500 (check #****) on November 3, 2022, and she handed me her business card. During the appointment, we never discussed padding options, nor did I receive any proper documentation (written contract, paperwork to support the verbal quote, purchase order, etc.). As of date, I have not received an invoice/bill or sale/contract that purports the pricing, carpet brand, padding, taxes, or any other pertinent information and the terms of purchase. On Monday, November 14th, I received a phone call from ***************************** to schedule the installation. I asked her at that time if she could tell me if the quote included padding. She stated it did, and I shared with her that ****** never mentioned padding during our initial meeting. I shared with ***** that my current padding was nice, and we paid for upgraded padding when we built the home in 2006. She shared with me the 8lb. warranty requirement that the manufacturer imposed to ensure warranty protection. ***** told me that if I had further questions, to contact ****** regarding the padding. Based on the conversation that I had with *****, I was led to believe that I was required to purchase new padding to receive the warranty protection. I contacted ****** by email inquiring about the padding, and she stated the quote included 8lb (7/16) padding, and she asked if I wanted to upgrade the padding. Not once was I allowed an option to keep my existing padding, nor did she inquire about my padding preference before I asked on November 14, 2022. (See the email correspondences outlined in Exhibit A.)The carpet was installed on Tuesday, November 29, 2022. My husband asked the installer, ************************* if the new padding was the same as the existing one or better, and the installer stated it was the same. However, we have since learned that it is not the same quality, thickness, or density. In addition, to the padding issue. I have concerns about the visible seam in the carpet. My husband mentioned the visible seam in the carpet to the installer, and he replied, It wont matter once you put your furniture on top of it. The response is not acceptable because I do not have furniture over the entire area. Lastly, the newly painted baseboards received damage during the installation. On Friday, December 2, 2022, ********************* examined the carpet installation, and he stated that the seam would eventually be flattened out over time. I shared with him my concerns regarding the padding, and he confirmed that the installed padding is not the same quality as our previously installed padding. During the appointment, I shared with **************** about my transaction with ****** regarding the padding concern. I told him I would agree to pay for the difference in the 7/16 and padding, but I would not pay for the re-installation. He told me he would return to the office and let ****** and the manager know my proposed solution. I told him that time is of the essence since I have delayed the new furniture delivery during the installation phase. I have made numerous attempts with ****** to resolve the issues stated above. However, throughout all email correspondences with ******, the resolution is a moving target. See the examples below:November 22, 2022: *******************: Do you want the standard padding included in the estimate, or do you want the upgraded pad that would be an additional $191.25?December 1, 2022: *******************: If you decide you want to change out your pad in the bedroom and closets, I have priced the cost below.Patron thick - $980.00 ***********. **** - $940.00 If you decide to change out the bedrooms only and leave the closets with the existing pad, the cost is below:Patron Thick - $780.00 ***********. **** - $740.00 December 8, 2022: *******************: My email on 11/21 gives you the pricing options for keeping your same pad, using the 8lb. pad, or using the 8lb. pad. I told you in that email that $198.94 was the savings you would have for using your existing pad. I will be willing to deduct that from the outstanding balance. Unfortunately, the sales representative, ***************************, did not exercise due diligence in providing written documentation outlining the terms of the sale agreement. Furthermore, the terms of sale, including the carpet brand, quantity, padding, warranties, and other pertinent information, were not provided to the buyer. To date, the buyer is still waiting for the requested documentation. My proposed resolution has not changed since I notified ******************* of the installation and padding concerns on November 29, 2022. To resolve the problem, I propose the following resolution, to install the upgraded padding Patron thick padding in the master bedroom and closets with the initial quote of $191.25 to be paid by the consumer/me, and re-installation charges to be absorbed by the retailer/Metro Carpets. In addition, I kindly ask for a $100 credit to have the baseboards repainted. I look forward to your reply and a resolution to my problem. January 18, 2023: Mr. ********************* the owner refuses to meet with me regarding my concerns.