ComplaintsforCarpet Creations Inc

• Initial Complaint

  05/07/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  November 2020, Carpet Creations was to install LVT in Dining Room, Front Hall, Bathroom, Family Room, Kitchen and Laundry Room for $7239.34 (which included taking off/reinstalling baseboards - $400). When first installing product, a little over halfway through we noticed it was the wrong product (we paid extra for). They came to look at it, decided it was the wrong product, and later had to finally remove and reinstall the proper product. Once it was determined it was the wrong product, workmanship was shotty and they weren't going to even make any adjustments to the price! When they asked for the final payment we asked for a deduction for the inconvenience of the installation, the fact that they didn't notice wrong product, & shotty workmanship and all they reduced it by was $820. Now the flooring is already falling apart (coming apart even though it's supposed to be snapped together with a track) There way of fixing it is a lazy way to "get us by"

  

  Business response

  05/18/2021

  We worked with this customer when we realized about half way through the installation of vinyl plank that there was a manufacturer's defect.  With the consumer's agreement, because this occurred around the holidays, we went ahead an put the defected flooring in so they could have their family over.  The consumer was aware that we were filing a warranty claim with the manufacturer.  Due to this occurring during the height of Covid-19, it did take longer for the claim to be warranted.  We received the new flooring about 3 weeks after the initial claim.  Took out the defected flooring, installed the new flooring all at our expense.  The consumer came back to us two months after the project was completed and asked for additional compensation for the inconvenience.  We understood and applied for a labor claim which we received about $850 which we applied to his balance.  The consumer still owes $2969.67.  We have reached out over 15 times via phone and just as many emails to receive the compensation that he owes.

  Customer response

  05/18/2021

  Complaint: ********
  
  I am rejecting this response because:
  

  They did not reach out to us 15 times by phone or email and he never responded to the shotty job performance.
  
  
  Sincerely,
  
  ***** ***********

  

  Business response

  05/26/2021

  In January of 2020, customer,  Mr. ***** ***********, came to us looking for estimates on new flooring in regards to an insurance claim for his basement. During the bidding process we went and field measured several areas in his home, not one of which was the basement. It became very clear that he was just using our complimentary services to submit several quotes to his insurance for his basement claim.  At that time, we respectfully declined the offer to continue bidding on his project.

   

  The customer resurfaced with another project for bid in June of 2020 and assured us that the cost will be taken care of by him personally. We agreed to bid. We supplied the customer with 5 bids between June of 2020 - October of 2020 before finally reaching a material agreement that would warrant his budget. This included multiple field measurements, as well as, time to rewrite each bid. All of this work was done free of charge.

   

  A bid was accepted on 10-1-2021 and an installation date was set for November 16th-19th. During the installation it was brought to our attention that a portion of the flooring had a slight discoloration on the painted micro bevel. We immediately called the manufacturer and they agreed to replace the discolored micro beveled material with the proper colored micro bevel. Since it was around the holidays and he was entertaining family, we agreed to install the defective product throughout the remaining areas and put customers house back together until the new material came in. We did this to minimize any discomfort for our client. The customer was informed that the claim process would be slowed slightly due to short staffing of the manufacturer, as this was at the peak of the COVID-19 pandemic.

  The new product with the correct colored micro bevel arrived nearly 3 weeks later, in which a new installation date was set at customers convenience. This date was set on December 7th of 2020. We doubled our labor force, free of charge to, again, ensure that the project would be completed in a timely manor and to avoid discomfort for our customer. Additionally, we issued a credit of $250.00 for being inconvenienced. The customer was not satisfied with the compensation of $250.00. We agreed to get back in contact with the manufacturer and see if they would warrant a labor claim for compensation to pass along to our customer. This process was again, extended due to covid-19 protocol, but eventually was warranted a labor compensation of $570.50. Which was immediately passed on to our customer. An additional $400 credit was issued to the customer for removing his own baseboards. This technically broke the terms of our contract, however we saw no issue with this and passed the savings over to the client. This adds up to savings of $1,220.50. However, we were not able to get in contact with the customer for over 2 months to inform him that the labor claim of $570.50 was warranted by the manufacturer and that we were ready to pass that along. We tried reaching the customer 10 time from our office phone line, 5 phone calls from our cell phones, left voice messages each time, and sent multiple emails. I must say that after a little investigation during this process, that the email we had been given was incorrect, however, the phone number was not. It became apparent that the customer was trying to avoid us. 

  On April 15, 2021, we saw the customer sitting at the stop light out side of our building. I politely let him know that we were able to settle compensation with the manufacturer and asked if he could come in soon to pay the remaining balance of his bill. He, in a friendly manor, told us that he would be in the following day to take care of the bill. This did not happen. The following week of the April 19th, we received a phone call from ***** stating that "everything looked great, but there was a slight gap in one of the planks. We immediately sent one of our installers over there at his convenience, along with our Vice President, Jason Johnston to assess the gap and do a final walk through of the job. Final payment was in fact received, roughly 2-3weeks later and processed on5/20/21. 

  In Mr. Wagenkenecht's complaint he states that " Now the flooring is already falling apart (coming apart even though it's supposed to be snapped together with a track) There way of fixing it is a lazy way to "get us by"". He claims that the flooring is already falling apart, but has never called, emailed or stopped into the showroom to express his concern or share photos to back his claim.  If this is in fact the case, we would need to get in contact with the manufacturer and submit another claim. Not only is this the correct procedure, this would also validate whether it is a "shotty" installation by us or if in fact, the product is faulty. 

  If there were further issues, during this time period, we have not been made aware of nor given the chance to make them right.

  Above, is the attached documentation that reflects all of the estimates that were given, a call log of phone calls made, and a credit memo reflecting the monetary compensation of $1.220.50 that was passed on to the customer. 

   

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