ComplaintsforGreat Lakes Carpet & Tile, LLC

• Initial Complaint

  02/08/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  They refused to show us the original invoice on 12/30/22 stating the amount of carpet ordered, and the cost per square ft. for carpeting and pad, as well as the cost of installation. Instead they gave us a “doctored” invoice dated 2/6/23 which showed a discrepancy in the amount of carpeting ordered. The manager said the clerk (who is a relative with the same last name) originally ordered 15’ by 19’, but he increased it to 15’ by 21’. Yet the length of the carpet going in the same direction without any seams was 23’ 4” which means they ordered a 15’ by 24’ carpet. This is shown in both their drawings and our measurement. We ended up with a remnant of carpet measuring 9’9” by 10’9” which they would not take back and give us a refund for. They expect us to pay for a large amount of additional carpeting that we do not want or need.

  Business response

  02/08/2023

  The original charge was for a 15x19 of the carpet. The sales manager reviews all orders before they get ordered. He chose to increase the amount of carpet at N/C to the customer to make sure the job would be done to industry standards. Mr A**** has tried to discuss this with the customer and has also requested to sit down and go over everything in detail. The left over carpet is free to them since they were never charged for it and if they would sit down with Mr A**** he can explain it to them so that they fully understand what they were charged for.  

  Business response

  02/13/2023

  We have no problem with giving you paperwork and also showing you how we measured the area and meeting to take care of this. All we are asking is that you let him meet with you and he can give you anything you want to see. The price that was agreed on prior to ordering is exactly the price we are asking you to pay for.

  Customer response

  02/14/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  I am waiting for an email with Great Lakes’ original invoice/work order to Mohawk from 12/30/2022 as well as the delivery invoice from Mohawk on 1/10/2023.  These invoices should include the exact measurements ordered for the carpet and the pad as well as their costs and the cost of installation. Our lawyer wants to see both invoices. 

  The attachment is the invoice that Denise A**** sent us on 12/30/22. Our last name is spelled incorrectly in both places and it is not signed by either of us. It also does not give the measurements that were ordered. 
  Sincerely,
  
  ****** *******

• Initial Complaint

  05/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We were sent to Great Lakes Carpet and Tile from the builder building our house. We met with Rick ********* the sales rep there. We went over various items that they provide for our new home, one was the floor tile. Either Rick or we had seen a tile that would match the house. Nothing was brought up that it was a matte tile normally used for shower walls, and very difficult to get or keep it cleaned. The sales rep is knowledgeable in this field but refused to let us know that. We had contacted at least 3 other floor companies and were told that they would not recommend that type of tile for that reason, but not Rick ********* all we wanted was to make a quick buck. We had numerous contacts with their store over the past 11 months now, in fact, we had contacted the very first month about the problem cleaning the tile, but every phone call went on deaf ears from them. He finally showed up at our house a month or two ago and tried to show us how to clean the tile with a solution he brought with him, and sure enough, it didn't work, so he just walked away without trying to work with us. Some of his solutions were to: 1.) Replace the broken tiles that easily crack due to not being the type of tile for a floor. 2.) Steam cleans the floor which we never heard from him about it. 3.) Replace the floors with a tile that should have been installed the first place, but of course, we would foot the bill between $26,000 and $31,000. Sure, Rick would love that, more money in his pocket, for his failure to warn us that what was picked would give us problem as it is right now. We are asking Great Lakes to replace the tile at their cost due to selling us a faulty item. We even asked them to steam clean it at first to see if that would be a solution, but no response, when Rick suggested it in the first place. For this reason, we are putting in the complaint with the Better Business Bureau, next will be an attorney to go after Great Lakes Carpet and Tile, Inc.

  Business response

  06/02/2022

  Business Response /* (1000, 5, 2022/06/01) */ The first thing I would like to address is the cracked tile. When ever you have a new slab sometimes you can get a cracked tile when you don't upgrade to a crack membrane under the floor. Your builder did not ask us to supply a membrane but on there behalf on 3/7/22 they sent an order to us to take care of a few cracked tiles from settling. Those were taken care of. As to the tile that was selected it is a very nice tile that is recommended to install on the floor. Unfortunately all flooring requires maintenance occasionally. We would never install a tile that should only go on the walls and put it on your floors. Our manager and service tech have both been to your house and both were able to clean the tile. I have also attached the spec sheet from the manufacturer that shows the quality and specs as to where this tile can be installed. Consumer Response /* (3000, 7, 2022/06/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) No, the tech only cleaned ONE tile and he had to scrub it. Talking to other companies they said they WOULD NOT RECOMMEND A MATTE floor, since it is very difficult to clean it. I will get a signed agreement from those companies to prove Rick ******** WRONG. He is only interest in making a FAST BUCK AND NOTHING ELSE!!! We want due compensation for HIS MISTAKE!!!! Business Response /* (4000, 9, 2022/06/02) */ No one here with us is trying to make a fast buck. I believe in full disclosure and The manufacturer website is ******************* if you go there on the site click on search products and type in your tile name Charisma ***** 12x24. On that page you can find the specs and the applications for where it should be installed. It clearly states Floors for residential homes and in fact most of the photos show it on the floor in Kitchens and baths. If you have any trouble looking up the information on the site let us know and we would be glad to print them out and send to you. Consumer Response /* (4200, 11, 2022/06/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) Let him try cleaning the tile and we will watch him!!! The technician only cleaned one tile and he had to scrub! When Rick came here with a chemical, he couldn't even get it cleaned. I don't believe this company's words because we heard from other sources that matte tiles are not easy to clean, and one more thing, if you would look at the floor, you could see that the order came from different boxes at different times because the floor looks like a checkerboard with different shades, so again, I do not believe a word they say. Thank you.

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