Business ProfileforAmerican Flooring II

I had purchased carpeting in two living rooms and a hallway where my bedrooms are. The first installation was about 4 yrs ago, which was done in the TV living room and they did a great job and no issues, even still today! I still had to do my front living room and hallway, which I ended up doing a year later so about 3 years ago now. Never had any issue with the front living room up until recently, about 6-8mths ago. This room did not get much traffic, but due to COVID and working from home for almost 2 years now, I now work in the front living room. There's definitely a lot of traffic in this room now, which means I also vacuum more, etc. I want to point out that I take care of my home and everything in it! The carpet still looks great as far as cleanliness, however, I noticed my carpet started to loosen up near my workstation and also in the middle area of the living room. I know this isn't supposed to happen if carpet is installed properly and also seeing no other issues in my other living room (even more traffic) or hallway. I called and explained my situation and they were really understanding and sent someone out within a week or so. I cleared out the entire room and the installers came and left within 10min. I was present and saw they only pulled the carpet on one side, which was where my workstation was at, the left side of room. I was like "wow that was fast," not knowing at that time they should have pulled the ENTIRE room because weeks later another section of the room appeared loose. I called again and explained what happened initially and weeks prior. Matt, the owner said, "I'll have to charge you $325 because you're passed our 1 yr. warranty, which I should have looked the first time we came out." He insisted I had to pay and was NOT understanding at all about how the installers did not do their job right the first time, 3 yrs. ago OR the 2nd time. We started to argue a bit and he proceeded to say, "I don't care what you do, put it out on FB!" and hung up on me. How rude and unprofessional is that? You would think morally and just from the customer concern, there would be an understanding because the job was NOT done right the first time or 2nd time (to fix the problem from 3yrs ago). That is not my fault! As a company, if a job is not done properly and I don't care if it was 3yrs ago, a business should want to keep their customers and do what's right! Why wouldn't you? I understand there is a warranty, but if carpet was not installed properly to begin with, it should be your responsibility to fix it. It is not my fault the installers did a poor job both times. So now, I am stuck with carpet that is not properly finished. Matt, has anger issues because I visited him to confront him about hanging up on me and thought maybe face2face he would be more understanding, but nope! He immediately got offensive again and said he wasn't going to argue (mind you, I hadn't raised my voice yet) with me and began SCREAMING at the top of his lungs for me to leave! Who does that? He also proceeded to ignore me as a customer.

American Flooring prides themselves on customer service and great installation. American Flooring has a two year labor warranty. Twice as long as most competitors. Ms ****** called three year after the carpet had been installed and complained that the carpet needed restretching, as a courtesy American Flooring did the restretch free of charge. Ms ****** purchased a residential carpet for her living area and now for the past two years has been using this area as a 40 hour a week commercial work area. Chairs with rollers are especially hard on any carpets. Unfortunately because of this, Ms ****** must realize this wrinkling is going to be an on going problem.