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West Point Carpet One

Phone: (970) 353-7847 Fax: (970) 304-0495 6001 W 10th St, Greeley, CO 80634 http://www.westpointinteriors.com

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BBB Accreditation

A BBB Accredited Business since

BBB has determined that West Point Carpet One 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 16 factors. Get the details about the factors considered.

Factors that raised the rating for West Point Carpet One include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 1 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

1 complaint closed with BBB in last 3 years | 1 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 0
Billing/Collection Issues 0
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 1
Total Closed Complaints 1

Customer Reviews Summary Read customer reviews

0 Customer Reviews on West Point Carpet One
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

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BBB file opened: September 21, 2009 Business started: 01/01/1998 Business started locally: 01/01/1998 Business incorporated: 09/17/2009 in CO
Type of Entity

Corporation

Business Management
Mr. Rocky Gentry, President Ms. Pam Breiner, Office Manager
Contact Information
Customer Contact: Ms. Pam Breiner, Office Manager
Principal: Mr. Rocky Gentry, President
Business Category

Carpet Stores Counter Top Suppliers Drapery Curtain Fabric Retailers Flooring Retailers Interior Designers Window Shades Suppliers Carpet And Rug Distributors Natural Stone Suppliers Tile Sales Floor Laying, Refinishing and Resurfacing Companies Ceramic Tile Companies Remodelers Hardwood Floors

Alternate Business Names
Muskrat Properties Inc West Point Interiors

Additional Locations

  • 6001 W 10th St

    Greeley, CO 80634 (970) 353-7847

  • 1
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  • Guarantee or Warranty

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Complaint Detail(s)

8/27/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: ***** ****** owner of this company has failed to stand behind his warranty work on wood floors, we have an issue on the stain on the wood floors , ***** says it's something were doing. To it , he has came out to see it but again he says it's something were doing , I understand the scratches that isn't the issue it's the stain on the wood as I sweep with a duster and mop with the **** cleaning system it getting worse , I showed ***** what I CLEAN with and again he says when you find out what's doing this we can re sand and stain at our cost , this is a new house moved in in Nov 2013 and the stain shouldn't look like this all I'm asking for is to have it redone to our satisfaction , from the start of the floors install and staining we've had problems the guys ***** hired was staining with there CELL PHONES FLASHLIGHTS , REALLY , THAT THE QUALITY OF WORKERS THIS COMPANY HIRES , . You can see circles from the sander then a light coat of stain it's in the main living area where it gets swept more and cleansed more than other rooms of the house , I also seen him in a public place he did everything to avoid me I seen him and seen he was keeping his distance and wouldn't look at me what a cowered, what a horrible company experience I've had with West Point I would never recommend him or his company ,

Desired Settlement: Want floors re sanded and re stained with a quality of stain and finish to where it doesn't wear off with in 6 months these floors should last a good 10 years we were told by ***** ****** .

Business Response: ***** ****** ******* *** ******* ********** ************************ ********* ***** ****** ************************ *** ************************ ************************ ***** **** *** ** **** ** **** ** ******** ********** ** ********* **** ****** ******* * * ********

*****, This is a new experience for me. After 15 years and 70 million dollars worth of business in this community, this is the first written complaint that I know of.  We are not perfect - but we try to be.
         ****** and her husband built a new house last September.  It has been a challenge.  Every phone call from ****** or her husband ( and there has been many ) was returned.  Every scheduled appointment was met per their time frames, not mine. Every service issue or complaint, during and after construction , was addressed. They had several design issues, that were not in my scope, that I helped and fixed at no charge. Per their changes, I absorbed over $ 2000 worth of hardwood and labor at no charge to them.  I could go on.
            To her complaint that the stain is leaving her hardwood, she is completely incorrect.  All of the stain is still on her hardwood.  The 3 coats of finish ( oil based polyurethane ) is what is being abused, apparently by lots and lots of small scratches. ( The third coat was at no charge, trying to appease her.) I have photos of these scratches, which I showed to her and her husband the day I inspected her floor. He also agreed, upon close inspection of the areas that they were indeed small chec /  hex like lines  scratches. ( I will pass along these photos to you).  She has approximately 60 sq ft of hardwood area, in her living room, that the finish has been destroyed by her dogs. She admits that in her complaint. It appears that the other areas throughout her home are being damaged the same way only not as dramatic. I don't know this as a fact because I don't live there. I do know for a fact that the same finish ( polyurethane ) is used by our installers everyday here at West Point with no issues similar to this. So far this year at West Point, we have finished about 50,000 sq ft. with no issues of this sort.
          If I thought resanding, finishing , and investing another $ 3500 in her floor would fix the problem,  make her happy and end this issue, I would do it. However, from my experience, and the professionals I've spoken to about this, I would be doing again in 9 months. I don't have an endless supply of cash.
         As a recap, her complaint states that she understands the scratching on the floors and she is not concerned about it at all.   She wants the stain fixed.  My contention is the stain in not the problem. It is still there. The problem is the multitude of scratching that is happening to the top coat of the urethane.
          I doubt that you would need it, but I could get a letter from every sub-contractor and supplier that worked on this home to give you a report on the amount of knowledge and experience , in this area of home building,   that the *******'s don't have which created an incredible difficult experience for all concerned.
          Thanks for reading my response, I appreciate it.  Please let me know if you would need anything else.
 
*****
***** ******
West Point Interiors Carpet One
6001 West 10 Th St
Greeley, CO 80634

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

Consumer Response: Complaint: ********

I am rejecting this response because:first of all ***** you have no say into bringing anybody else into this problem of the floors and you never took care of other problems we had on building this house , really you want to go that direction *****, stay on track with the complaint , i do want to say the granite counter tops , tile work and even the install of the floors we were very happy with , I'm not happy with the finish product of the staining and polyurethane , there is a difference in a scratch  and to color coming completely off the wood , there wasn't enough coats put on it , I do know there wasn't 3 coats applied like you stated , the guys may have told you they put on 3 coats I was here through it all and when I called you telling you those guys you had out here was trying to stain this floor with there flask lights you agreed that was going to be , Remember that *****? We also told you we didn't want them guys back out here , we ask you to send other guys out to finish the job , .  ***** we were the General  Contractors on this custom house we built and we had and have every right to see things were done properly you don't need to drag other contractors into this matter and as far as you saying you resolved other problems that didn't pertain to you you resolved REALLY ***** YOU WANT TO GO THAT DIRECTION .?? I'm not afraid to face you on this matter , what a coward you are looking at me in line at the motor vehicle  and leaving the line to avoid me I saw you and you were avoiding me because you are avoiding this problem , you know there is a problem with the staining on the floor , it is only in the areas where there is a lot of traffic , or setting at the table or a chair in the living room ,it is dull and something whether it's just the walking in our socks around but the stain is being removed and you told us we shouldn't have to do any thing to these floors for a good 10 years and it's not even a year yet . All I want is to resolve this problem I'm not asking for the whole house to be done but I would like this to be fixed , I WONT FIGHT WITH YOU ***** OR DRAG OTHER PEOPLE INTO THIS MATTER WHEN ITS BETWEEN YOU AND YOUR PRODUCTS STAY ON THE SUBJECT  ***** , MAN UP . ITS TO BAD YOU FEEL LIKE YOU HAVE TO TALK US DOWN , WE HAVENT DRUG ANY ONE INTO THIS BECAUSE ITS NOBODY BUSINESS BUT BETWEEN YOU , I and Dan . But I can go that way to if I need to I've talked to people that haven't been happy with your company but that's there business I should of listened to people before we even started working with your company , shame on me . But that's neither here or now we are where we are because you won't warranty your products , what a shame . I won't continue going back and forth on this please take  responsibility and let's get this resolved , 

Regards,

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

Business Response: ***** ****** ******* *** ******* ********** ************************ ********* ***** ****** ************************ *** ************************ ************************ ***** **** *** *** **** ** **** ** ******** *** ********** ** ********* **** ****** ******* * * ********

Good Afternoon ***** , I apologize for the time you have spent on this issue.  I'm sure there are lots of productive things you could be doing besides this.  As you can tell, ****** and I have had a difficult time in communicating and understanding the other persons point of view.  At this point, I think the only thing that " might " help to get some clarification, in this matter, is a neutral opinion from someone in this field.  I am more than willing to have someone credible  inspect this installation.  There are lots of floor covering shops, in this area, that might be willing to take a look.  I have personally inspected several wood floors, after they have been installed, for shops around the Greeley  area with dissatisfied customers.  I have done this, at no charge, just to help.  I don't know what others might charge but I would be willing to split a reasonable charge with the ********.  ( no matter what the results might be )
          The initial meetings, for the new home, were started in March of 2013, the first products were ordered in Sept of 2013, the final invoice was on Oct 18 of 2013. At that time there were no remaining issues noted or discussed.  Everything was done per ******** wishes and directions. There was no remaining punch list, of any kind, that I was notified of. She and her husband seems very satisfied with me and my company.  A month or so later, there was a call back on some vinyl flooring which we responded to and fixed immediately.  No other communication was done until the service call on the hardwood.
 
                  Thanks for your time,
                       *****

Consumer Response: Complaint: ********

I am rejecting this response because: I also apologize for this time I"m  taking out of your Day , As ***** Mentioned . this wouldn't be happening if he would take responsibility  on his workmanship.   period , I don't need his help with any one looking at this floor other than his crew coming out getting the job done and  completed.  then  this issue will be completed .  I will not drag any one into this matter but ***** and his guys , this is about my wood flooring and the finish of the stain , so what ever ***** thinks he's doing by putting other things out there is not the issues here . I've got better things to do then keep responding to his mumble jumble I just want this resolved , as soon as possible .

                      thank you  ******  

Regards,

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

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

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