ComplaintsforWest Point Carpet One

• Initial Complaint

  09/09/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On December 9, 2021 I ordered tile and installation from West Point for my home. Installation was discussed as I have a 120 year old home, no concerns were expressed by C. Ruth, and I specifically requested the minimum grout line I could get (1/16"). The job was to take approx. 5 weeks as I needed time between rooms to move furniture. All prep work was done by me so a clean bare floor was ready for them to install. After the first room was done, I contacted C. Ruth and had her come out to view several concerns and did not feel she addressed any of them. When the job was finally completed in mid-April, I requested C. Ruth and Ty G***** (owner) come to review the project and conveyed my unhappiness. They did come walk thru my home and stated they would get back to me after the weekend. I did not hear from them again until May 11, 2022. They did give me 3 options to correct the problem. The only option to correct the problem is a complete replacement, which they added several costly stipulations to above the original estimate. I sent them a certified letter on May 24, 2022 including a narrative of issues and pictures. I had no response from them, so again sent a certified letter on June 13, 2022 requesting a response within 10 days. I received an e-mail from them on June 17, 2022 stating they needed MORE time to review the project and I would hear from them by July 7, 2022. Again I did not hear from them until an email dated August 23, 2022 which included the same 3 options as the email from May 11, 2022 with a price adjustment for total replacement, however the stipulations were still attached (costing me several thousand $ more). If the stipulations were not a concern in the initial estimate, they should not be now. I do not feel they WANT to do the replacement, nor do I have the confidence it would be done correctly. I have reviewed standards for installation and received additional estimates for the job to be re-done.

  Business response

  10/11/2022

  ***** **** ****** ***************************** *** ************************ ************************ ***** *** *** ***** **** ** ******** *** **** * ********
  
  Hi *****,
  Please see attached response for Case #********.  Please call me with any questions, comments at all!
  Thanks so much,
  
  Tina G*****
  West Point Carpet One
  Business Manager
  ***** ************ **** ************ ***************************
  
  To Whom It May Concern,
  
  This letter is in response to *. ******’s claim to the BBB case 
  # ********. 
  At the time of project planning with *. ****** we discussed many great options for her 120 -year-old home.  Essentially, we ended the planning with 2 options of LVT and Floor tile. L. ****** did share that she was not a fan of grout joints and wanted to avoid them. Due to her dislike for grout, the LVT product was strongly encouraged. Against the recommendations of LVT, L. ****** did in fact select a large profile tile. It was explained to her that it would be difficult to accommodate a “crush fit” installation or a small grout joint installation due to the imperfections of a 120-year-old home. We did install the chosen large format tile with the standard 1/8” grout lines, which is only 1/16” of a difference than her claim.  We also proceeded against our best installation knowledge (to try an accommodate L. ******) and cut the large format tile up to the baseboards. This type of install is very difficult but can be done in most circumstances, however, please note that in a 120-year-old home, it is even more challenging.  
  
  There were several scheduling obstacles throughout the project. Initially, L. ****** was notified via email that the tile she was interested in was on back order. She approved waiting on the back ordered tile and adjusting her timeline. It was not until late in the project planning that L. ****** shared that we would need to do the installation in phases because she was not able to remove any of the furniture from her home. She also requested that we only cut tile outside of her home. With these obstacles and the fact that it was winter, many schedule adjustments were made. During the different phases *. ****** had opportunities to review the work completed. There were several jobsite visits by the Project Manager or Field Supervisor throughout the project. During those visits *. ****** did not express any dislike for the grout joint size. 
  When project was completed, we reviewed a few items that needed to be touched up and agreed to take care of them. A few days after that discussion *. ****** called back and requested a supervisor visit to review the work. The owner of West Point Carpet One, Ty G***** and C. Ruth, Project Manager, immediately scheduled time to review the work together. The review was done with  * ****** on a Thursday and a response was given the following Tuesday via email. 
  Ultimately, we presented *. ****** with three options to rectify the situation. For these options, schedules and several meetings with our Project Manager, installation crews and lawyer took time to ensure we were doing all due diligence and the right thing for our client. 
  One of those options included a full replacement with the stipulation of allowing us to install all tile at one time and having the baseboards removed or a molding added. The other options included substantial discounts. 
  If you review our 3 options proposed to *. ******, we feel we have provided the best solutions for her to choose from.  They also meet the requirements of Colorado statue of small business construction laws. The expensive stipulations she mentions that were still attached to our proposed options are only base work or scribe molding to better assure a desirable look.  
  
  The quick version of the remedies we offered for reference were as follows (*. ******’s original estimate was $17,653.15):
  
  1) Repair up to TCNA guidelines with an additional $4,000.00 discount from original estimate.
  2) Full replacement with her paying only what estimate originally states.
  3) Accept as is with a $11,223.15 discount. 
  
  As you will see, the 3 options were entirely just. It is just a matter of which one the client prefers. Our only concern is that the client has lost confidence in us. This does make for a difficult working environment for all involved. 
  
  Thanks for your time,
  
  Ty G*****
  Owner

  Customer response

  10/18/2022

  Complaint: ********
  
  I am rejecting this response because: at the time of planning my project , while options were discussed, I was very specific on the floor I wanted.  At no time during the planning (including a walk-thru at my house with the installers and C. Ruth) did they give any indication that the floor I wanted could not be provided by West Point.  They had the opportunity to reject the project but led me to believe it could be done to my specifications.  I did have 2 other estimates from professional companies who never indicated any problems.  I chose West Point because of their BBB A+ rating.  

  
  

  The biggest part of the timeline frustration came from their delay in answering my concerns at the completion of my project in a timely fashion. Many times it took weeks for a response to my phone calls, emails, and letters. 

  
  

   At the initial walk-thru with C. Ruth and the installer I did advise that I would need a day or two (one day for the tile and grout to set, and a day to move furniture) between rooms for the preparation of that next room to be done.  The project was to begin in January and I could not move and leave items outside.  I did not have any place inside the home for them to cut tile, so I fully understood the weather complications of doing that outside. 

  
  

   There were only 4 visits from the project manager or field supervisor: 1.  at the initial home walk-thru  2. when I initially voiced concerns after the completion of the first room  3. when the installers crew was changed  4. When I requested a final walk-thru with both C. Ruth and T. G*****.  I voiced my concerns with grout each time. 

  
  

   Two of the options provided by West Point would not fix the issues of uneven and cracking grout lines, grout lines that should have been 1/16 of an inch , chipped and jagged cut edges on tiles, and raised tile that catch furniture and when walked over catches the foot.. The only clear option is total replacement of the floor I wanted and contracted for.  T. G***** is correct when replying that I have lost confidence in their ability to provide this professional job. I have had an inspector review the project and his recommendation was to have a total replacement of the floor done as well.   I most definitely would prefer a different company replace the flooring.

  
  

  Again I feel the best way forward is a refund of my money to hire a different company, and an additional $5735 to have the new company demo the floors to the condition they were in when West Point began my project.
  
  Regards, 
  
  **** ******

  Business response

  10/19/2022

  
  
  To Whom It May Concern:
  
  This is in response to *********’s rejection of our previous multiple remedies and multiple offers. 
  With all our experiences over the past 25 years of doing business along with our BBB A+Rating we consistently strive to ensure our clients are well informed and happy with their project. 
  *. ******* has requested a refund for a project we did perform the work on; along with additional monies to demo the work we performed originally.
  We will adhere to her requests to ensure our client is well informed and happy with her project to be done by others.

  We will be sending a check to *.****** for the refundable monies of $6,430.00 and the additional $5,735.00. A total check of $12,165.00 per *. ****** request. 

  Sincerely,

  Ty G*****

  West Point Carpet One

  Owner

*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. ↩