Business ProfileforDiscount Carpet & Tile OF Indian River County Inc.

Attention: **** *******
Dear Sir,
This correspondence is regarding our floor covering transaction from late August 2021. The conversation with your salesperson and the sample that I viewed led me to believe that I was receiving a high-end floor covering that was treated with stain resistant agents that would allow easy removal of pet stains and included an upcharge of 700.00. As part of the total price, underlayment was included, which was from the manufacturer Future Foam and was advertised as a product that will bring a feel of luxury to the room. As you know I am very dissatisfied with our business dealing and believe that the contractual obligation has not been fulfilled satisfactorily.
The issue was brought to your attention immediately following installation concerning hard lumps that can be felt through the carpeting and that severely detract from the feel that is to be expected from carpeting in this setting. Your installers agreed with this assessment and my observations, prompting you to do a personal inspection along with the representative from the Future Foam distribution center. Following this inspection, you put forward an offer to reinstall an upgraded underlay that would alleviate the issue for only the labor costs for your workers and we mutually agreed.
Upon examination of the new underlay material when it was delivered, I discovered that not only was it not an upgrade, but it was from a different manufacturer and the only difference was a thin moisture barrier on top of the material itself. In addition to this discovery, the appearance of what appear to be sun stains on the underside raise concern that this is an outdated underlay that was being stored in a local facility and exposed to the elements rather than being purchased new from the warehouse as was stated by you. Accompanying this letter is photographic evidence to this fact. This new underlay was less satisfactory than the first and I perceive this as an attempt to mislead me and result in a decision based on deceptive practice, much to my detriment.
While working through this process and awaiting resolution it has also been discovered that the stain treatments are not as advertised or promised as I am unable, despite many attempts, to lift small pet stains and therefore leads to the belief that the treatment was not applied to the carpeting. This situation is causing disruption to both my business, and personal life as I am unable to fully occupy my residence and be as productive as needed particularly since placing furniture in rooms involved in this situation would prove to be fruitless and will eventually cause me to incur redundant expenditures involving labor to assist with the furniture movement.
Our conversations that followed when you offered a memory foam underlay at a sizable upcharge strike me as unreasonable based on the conduct witnessed thus far in our dealings. Furthermore, the immediate threat of litigation rather than negotiation during out last telephone conversation makes it apparent that further attempts to reach a compromise are futile. It is for these reasons that I am writing to inform you of my intention to withdraw from our previous sales agreement for the causes as detailed in this letter and cease any further business dealings with you. I believe the protections afforded by Chapter 501 of the Florida Statutes involving consumer protection will serve me should this situation be forced into the courtroom.
Mr. ******* is taking me to court. Please avoid this store.

***** *******
We are sorry to hear that doing business with Discount Carpet & Tile was anything but a positive experience.
You placed the required 50% deposit on your credit card on August 04, 2021, and we placed the carpet order for you, and held an install date. The day after the installation was complete, you came into my showroom and gave me a check for the remaining balance of your invoice. I went to the bank to deposit your check the following day, and you already stopped payment. I called you right away to inquire why, and your reasoning was because you felt hard spots in the pad, and you wanted leverage to make sure the problem was fixed. Before notifying us about the problem, you stopped payment on your check. Fast forward to last week, we received a notification from my accountant that a $1700 withdraw was removed from my bank account on October 25th. After talking to our credit card merchant, it was for your original deposit. Unfortunately, I never received a notice from the credit card company of this, and I could no longer dispute the transaction. As of today, you have new carpet, pad, and installation. I have paid 100% of the costs for material and labor, and you have not paid anything due to cancelling both your check and credit card deposit. Please read my experience below of how I have done my best to solve issues you had with your order.
Our installers did remove, dispose of your old carpet, and install new carpet with our stock rebond padding on August 19, 2021. You called to complain about hard spots in the pad after the installation was complete. The carpet pad rep from Future Foam, and myself, inspected the hard spots you complained about. After the carpet rep and I were down on our hands and knees attempting to find the hard spots in the pad, we did locate a couple areas that were questionable. You found this unacceptable, and asked us to leave your home because you wanted all the pad removed, and fully replaced (not to repair the couple areas we found).
I did offer you an upgraded carpet pad (two times the cost of the original pad) called Blue Moon (I showed you the actual sample in the showroom), and you agreed to the charges of removing the recently installed carpet, and switching out the pad. Because you wanted new carpet pad throughout the carpeted areas, your furniture did have to be moved (by the installers - you needed to just move your small personal items). Compared to regular rebond pad, the Blue Moon has a spill guard on top that protects the pad from surface spills as well as pets. Blue moon is a memory foam rebond carpet pad, which in comparison to a standard rebond, is much softer. Just as an example, mattresses are made of memory foam and are known for their soft and luxurious feel. That is the purpose of memory foam is to give it a softer feel underfoot. We only order this product as customers order it, so it does not sit in our warehouse for any length of time. We did not realize that the carpet pad was yellowing in spots, but this is not uncommon in carpet pad. There is a preservative in the padding called butylated hydroxy toluene, which is also used as a preservative in food. The main causes for the yellowing are the BHT that is present in the carpet pads and the adhesives that keep the carpet fibers into the carpet backing. The lack of natural light and the presence of moisture (Florida humidity) allow the adhesives and BHT to change into a gas that causes the yellowing.
On September 30, 2021, the installers arrived to your house to install the new carpet pad. They started to laying out the new pad, and you stopped the install process after seeing the yellow spots in the new pad. It's unfortunate that this happened, but the pad performance was not compromised in any way. You asked the installers to re-install the regular rebond pad and carpet and leave. You then called the office and proceeded to tell me how horrible my business practices were and it was then that you mentioned you couldn't get stains out of your new carpet. The carpet you purchased does have a pet stain warranty, which I **** attach. The carpet you selected is a low pile, Smart Strand Silk carpet by Mohawk. Smart Strand's Silk line is Mohawk's higher end carpet because it is much softer than a normal Smart Strand fiber. Once the order has been resolved, I can have a representative come out to see why your carpet is not preforming to the standards of a Smart Strand fiber, if that is indeed the problem. Unfortunately, I can't justify paying a flooring inspector an additional $300 on an installation where ultimately, the customer has not paid anything. I wish the circumstances were different, but unfortunately, I do have to take you to court to recoup money for the carpet, pad and installation for your residence.
Sincerely,
**** *******
Owner of Discount Carpet & Tile Of Indian River County, Inc

*****,

I did try to attach the information and warranty paperwork for the Smart Strand Silk carpet and the second pad, but I did not see a way to attach files in the response. Please let me know if I can mail or email you the information.

Sincerely,

**** *******