ComplaintsforBob Grubbs Carpet Designers

• Initial Complaint

  04/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  About two years ago we purchased and ordered and had installed carpets from Bob G*****, using the recommended carpet manufacturer ****** Carpets. First time, the mill messed up and they had to scrap the product and reorder it, which delayed it three months. A few months after carpet was installed we started seeing loops pop up. In every room. We had the sales rep from Bob G*****, Zach, come out. He took pictures and said he would file a claim. He didnt do that. He left the company. I followed up 6 months ago and Shelly came out and took pictures. She filed a claim. ****** demanded (and paid for) their designated so called third party claims adjuster/investigator. He filed a report but refused to give me a copy. Then Matt from Bob G***** called me and promised, "we will stand behind you, our customer, all the way." Weeks went by and nothing happened. Matt then said ****** told him they would replace the carpet but we had to pay 1,200.00 for labor on the reinstallation, and Matt said he thought that wasnt fair and "would fight for me." He later came to the house and repeated that and said he recommended we split the cost of labor. I agreed to do that despite being upset with the "performance of the carpet." He recommended I got social media to put pressure on Mohawk. Then, we waited again NOTHING. So I texted them and said I could go to the Consumer Division of NC Dept of Justice. That triggered a bizarre text from them saying "they were OUT of the negotiation and told me to work with ****** directly." I asked for Matt again no reply. I asked if he was still at the company. No reply. I asked for a copy of the purchase agreement in THEIR files. NO REPLY. I asked for a copy of the ****** 20 year WEAR AND TEAR WARRANTY on all ****** Carpets. NO REPLY. I want you to get them to stand behind me, split the labor cost and install the carpet as agreed. Thank you.

  Customer response

  04/25/2023

  As I stated, the Warranty comes from ****** Carpets and was a patch on the back of the color sample.  I was not given a copy of a warranty but it was part of the sales pitch and ALL ****** Carpets have this Wear and Tear Warranty.   

  Second, the Purchase Agreement is in the files at Bob G****'s.   We paid by credit card.     PAID IN FULL.   The bill was about $5,000.00 in total, for carpet, padding and installation.  We are not challenging anything BUT the carpet itself and its not performing well, has numerous loop pops, and 3 people have come to our home and photographed the problem areas.   ITS ALL IN BOB G***** FILES.   I asked them for copies.   NO RESPONSE.  Which is also very disturbing.   CALL THEM.     ASK THEM.   336-725-8226, and ask for Shelly or Matt.    

   

  THEY HAVE IT ALL IN THEIR FILES.   

   

  Thank you.

   

   

  

  Business response

  05/02/2023

  Mr. ****'s carpet was inspected by an independent inspector. The inspector found no installation deficiencies with the materials. Despite this ****** agreed to replace the materials. They would not agree to labor. Matt told Mr. **** he would "go to bat" and try to get ****** to pay half of the labor. They declined. The labor costs are $1,200. We will be happy to install the replacement carpet for $1,200. All warranty information Mr. **** has requested is available online at mohawk.com.

  Customer response

  05/02/2023

   I am rejecting this response because:

   

  While there are installation defects, with carpet uneven-ness in spots, the PRIMARY complaint was PERFORMANCE under wear and tear Warranty, with loops popping out in numerous places.   Shelly, Matt, Zach and the inspector ALL took photos of the loops in question.     Its a wear and tear issue and CLEARLY under the Warranty by ****** and warranty does not put labor costs on the owner, to my knowledge.     Matt's promises (several times) are representations, and we expect Bob G*****  Carpets to honor them.  In addition Matt stated he would stand behind me and NOT the manufacturer and now they are trying to pitch it to ****** and hide?  NO.   I bought this carpet on the RECOMMENDATION OF Zach, their sales rep.      

   

  Matt also stated he would even put in the 600.00 himself or get Mr. G***** Sr. to put it in.     

   

  EVERYONE, Bob G***** and Mohawk, is going to spend more time, effort and money, than the 600.00 they are balking at covering (splitting the labor cost).     I think splitting it is fair.   

   

  We expect them to honor that.

   

  Thank you.

   

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

   

  
  

  

  Business response

  05/05/2023

  Thank you for your response. We feel that we have gone above and beyond what is required and what is right to assist our customer, Mr. ****. His claim was rejected by an independent inspector. We arranged to have his carpet replaced in spite of that. Our offer still remains to do this if he agrees to pay the labor. I shall consider this matter concluded. 

  Customer response

  05/05/2023

   I am rejecting this response because:

   

  Matts representations are what matters.  He did go to ****** and he said he would fight for me and get the labor shared in half, and if necessary would go to Mr. G***** personally to honor that.  He said he agreed with me, that paying labor on a carpet replacement puts the failure of the existing carpet expense on me.    

   

  This matter is far from concluded.    But now I see that Bob G***** Carpet Designers stands with their manufacurers and their PAID inspector who frankly took pictures and left and then blamed me?   ITS A WEAR AND TEAR ISSUE DIRECTLY RELATED TO THE ****** WARRANTY.   

   

  I want Bob G***** to stand with their CUSTOMER not the manufacturer and its paid "inspector" and I want Bob G***** to show me in writing where the Wear and Tear Warranty on ****** carpets says the CUSTOMER must pay the labor installation charges.  I have asked for a copy of the ****** Warranty.    ITS UP TO THEM TO PROVE LABOR IS NOT INCLUDED.

   

  And finally, I want to know if Matt is still employed there or not.    

   

  Thank you.
  
  

  
  

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