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Business Profile

New Carpets

Kemp's Flooring, A Division of Dalton Wholesale Floors

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in New Carpets.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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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  • Initial Complaint

    Date:09/08/2025

    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.
    During the month of August 2024, we contracted with Dalton Wholesale Flooring to remove carpet and put down *** flooring throughout the house. Several months later, we noticed humps and dips in the flooring and discovered that the *** (oriented strand board, not plywood) underlayment was faulty causing the *** to raise up (the damage was primarily in the kitchen/dining area and laundry room, possibly also in the bathrooms.) We contacted the General Manager **** but she said it was a site problem and the customer would have to pay around $4,000 for Dalton Wholesale to take up the *** and replace it with plywood. I told her that the *** that they provided was bad and that we had already paid a little over $20,000 and I felt it was definitely their responsibility to fix the problem. My wife and I are in our late 70's and we spent a large amount of our savings to get this floor done after having to live for years with a 26 year-old carpet. I want the problem resolved but I do not feel that I should bear the cost of repairing this floor.

    Business Response

    Date: 09/18/2025

    Summary of Contract and Issue Job #****** (****** ******)
    Contract Agreement
    Contract signed: 6/24/2024 (see attached).
    Flooring installation: 7/30/2024 8/15/2024 (final details completed 8/15)

    Completion & Payment
    Customer signed installation acceptance on 8/15/2024 (see attached).
    Final payment received 8/21/2024

    First Complaint
    First complaint made: 8/9/2025, regarding ridges in kitchen/dining LVP near wall.
    DWF inspected the same day.

    inspection by **** ***** (8/9/2025)
    Found 34 hard diagonal ridges under LVP, mostly in breakfast area.
    Possible ridge under island as well.
    No moisture test possible through LVP.
    Unlikely to be installation-related, as improper installation would cause round/wide bumps, not elongated/diagonal ridges.
    Recommended further investigation.
    Customer advised: DWF covers installation issues; customer responsible for site issues (e.g., leaks).

    Follow-up Inspection (8/15/2025)
    Installation manager and installer removed flooring.
    Findings: moisture in subfloor causing OSB to swell/hump (site issue).
    Customer admitted prior moisture problems and had estimate for crawlspace encapsulation.
    High moisture readings confirmed with meter.
    Customer advised: must fix moisture issue before repair/replacement.

    First Complaint
    First complaint made: 8/9/2025, regarding ridges in kitchen/dining LVP near wall.
    DWF inspected the same day.

    Inspection by **** ***** (8/9/2025)
    Found 34 hard diagonal ridges under LVP, mostly in breakfast area.
    Possible ridge under island as well.
    No moisture test possible through LVP.
    Unlikely to be installation-related, as improper installation would cause round/wide bumps, not elongated/diagonal ridges.
    Recommended further investigation.
    Customer advised: DWF covers installation issues; customer responsible for site issues (e.g., leaks).

    Follow-up Inspection (8/15/2025)
    Installation manager and installer removed flooring.
    Findings: moisture in subfloor causing OSB to swell/hump (site issue).
    Customer admitted prior moisture problems and had estimate for crawlspace encapsulation.
    High moisture readings confirmed with meter.
    Customer advised: must fix moisture issue before repair/replacement.
    Material sent to **** for defect testing.

    **** Claim
    Claim #****** filed on 9/04/2025 (Invoice #*******, $4,701.69).
    Additional material sent to **** on 9/16/2025.
    Awaiting Shaws conclusion

    Conclusion
    Manufacturer (****) covers repair or replacement if a Manufactuing defect is found. Still awaiting Manufacturer(****) findings.
    DWF/Kemps covers repair or replacement if installation defect is found.
    Customer responsible if site-related issue (moisture) is cause.
    Installation has been ruled out. Moisture readings show elevated levels, and OSB swelling confirms site-related issues.
    OSB is an approved underlayment, and installation followed manufacturer guidelines.
    All findings and responsibilities have been communicated to Mr. ****************** send document attachments to *************************************************************************************

    Please contact me with any questions - **** ******* ************************************************** or ************ - General Manager of Dalton Wholesale Floors - dba Kemps Flooring

     

     

     

     

Kemp's Flooring, A Division of Dalton Wholesale Floors is NOT a BBB Accredited Business.

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