Complaints

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.

• Initial Complaint

  Date:03/23/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  August 3, 2022 I paid $4,650 with my Amex credit card for services by Carpet Depot for carpet and vinyl in my home. During the installation process, I specifically went to the house (as it was vacant) to ensure everything was going as expected. I took photos of the progress. In the kitchen, I specifically stated to the workers to make sure they install the vinyl wall to wall and under all appliances as the previous tile had been done. a few months later, in December 2022, I notice spots forming on the tile, which seem to spread to a larger area. Not knowing what it was, I called ***** at Carpet Depot. He asked me to send pictures to him, which I did. A month later he comes to the home to visually see for himself. He left stating he would let me know something by Friday 2/10/23. He did not. I called him back myself multiple times 2/13, 2/16, 2/20. No response.I begin to call other contractors out myself to try and identify and resolve this problem, only to find out mold had been forming under the vinyl and was growing rapidly. Due to incomplete and poor installation, moisture got under neath the tile and developed mold. The dishwasher leaked, and due to the tile not being sufficiently installed under neath the appliance, water was settling in between the old tile and the new tile which is where the mold started growing. Yes, they left the old tile down and did not pull it up. This was discovered when I had another company to come to my home and remediate and remove the damaged tile as my home was not safe to live in due to the mold. As a result, my children got sick and so did I from breathing the mold. I did not have this problem prior to Carpet Depot installing their tile. I explained all of this to ***** on 2/28/23 with Carpet Depot and he refused to work with me to resolve this issue. He was very unprofessional and rude. He hung the phone up in my face multiple times and my son who tried to call on my behalf when I was sick 3/2/23.

  Business Response

  Date: 03/31/2023

    Back in Aug 2022 ******************* contracted us to install carpet / padding and sheet vinyl in her home of which the sheet vinyl cost was $931. We really appreciate **************'  business and we have expressed to her that we were sorry to hear about this issue. Unfortunately, as we have tried to communicate to this customer, we are not responsible for this.

  -Leaking water is a problem for ANY floor except real tile. We have never expressed or implied that her new flooring would  be impenetrable.  Also, it is the industry standard that sheet vinyl does not get installed under dishwashers completely. just about the first foot or so in front. We were not contracted to do anything different. It is also, normal to install on top of existing vinyl if conditions allow unless its specifically requested (additional fee) to remove. The Sheet vinyl installation was professional. 

   

   

  Customer Answer

  Date: 04/04/2023

  It is my honest belief that Carpet Depot, who installed Vinyl flooring put in August 2022 failed the public and me as a customer.  When discussing the installation, I requested for them to remove the old floor and install new vinyl flooring which was not done. I specifically requested that they put the flooring beyond the face of the dishwasher, which was not done.  My request most likely was compromised due to the installers not understanding english.  It is my firm belief the company failed me and should be held accountable and refund the money due unto me for the failed installation on my kitchen floor.  

  
  This company, Carpet Depot in Jonesboro, does not want to assume responsibility and is taking advantage of an innocent consumer.  Out of good business, they should be willing to make this right, and take care of their customer especially considering the Vinyl was put down in August and mold began growing in November, just 3 months later.  The public should know - Service beyond the sale is not their intention.  I do not understand why they do not want to make this right.  I am simply asking for a refund, due to doing a poor job.  Most warranties on carpet is up to 10 years.  I respectfully ask they take care of this issue and refund the money $931.00 paid, for a floor that I can no longer enjoy. 
  
  Additionally, I have spoken to other carpet/flooring companies, and they have all agreed, it was a poor job, and they should make it right.  

  Regards,

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