ComplaintsforSmart Carpet, Inc.

• Initial Complaint

  09/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Approximately 2 years ago my wife and I had smart carpet install brand new carpet in our or upstairs.It is just my wife and I walking on it but it is worn and we are trying to get it replaced under the warranty that smart carpet offers. After weeks/months of of emails and phone calls, we finally got a response from smart carpet.. They informed us that the manufacturer will cover the cost of the carpet but not the cost to reinstall it again. We simply don't have $1400 to have carpet installed again. We spent 5 or $6000 having these floors done and do not want to come out of pocket again. We cannot get ahold of anyone at smart carpet to try and help us. Our sales rep is completely ignoring us. Although they were very eager to reach out when they were trying to make a sale? We simply want what's fair. New carpet and installation at no cost to us or a 100% refund. My wife has been sending at least one email a week and calling smart carpet at least once a week with no response.

  Business response

  10/03/2022

  Dear Mr. and *********************. We understand your frustration with a product that did not perform to your satisfaction. We have been responsive to your requests. The manufacturer requires pictures of the affected area, and for carpets, they require a receipt from a professional cleaning company. I have reviewed every note regarding our communication with you. We had opened a claim on your behalf once we received those items from you, and after review, the manufacturer agreed to replace the carpet. As for the manufacturer's warranty, if the claim is within 1 year, the manufacturer will include labor costs in the replacement. After 1 year, the manufacturer will only replace the carpet material. In this case, the original order for $2,968.86, including tax, was installed 2 years ago, on August 10th, 2020.

  As a result of the date the claim was filed and approved, we would need to pay installers to rip up and remove the old material and then install the new carpet. As noted to you, the cost of this labor would amount to $1,485.45 based on the 843 square feet that was originally installed.

  I tried calling both of your phone numbers this evening and left a voicemail with my direct number on each.  In order to help your situation and complete this process satisfactorily, we would like to offer to absorb half of the labor costs that we would incur, and ask that you contribute $700 towards the labor to have the new replacement carpet installed.

  Please call me at your convenience. Thank you, *********************
  

• Initial Complaint

  09/15/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired Smart carpet to replace my flooring and replace carpeting in the 2 bedrooms. Before I made my mind up to hire this company, I asked the sales rep several times if they will s**** down the subfloor so that they dont crackle anymore. I did express my desire to have that done or I will look for another company to do it. She told me that is something I would have to do on the side. And that it would cost extra. Confirmation was made that my floors were going to be screwed down and I gave her my debit card. However they did not s**** down the bedroom floors nor the floors in the linai. If I would have known this, I would have went with a different company. I have spoken to them on several occasions, and they have done nothing. I even advised them how a brand new piece of furniture of mine was broke during this process. Again nothing. I paid over $6000 for flooring and carpeting that was not installed to my satisfaction and spent 9 hours cleaning up after they left.

  Business response

  10/20/2021

  Complaint was not received until 10/18/21. The president reached out to the customer. She understands that the s******* of the floor does not guarantee no squeaks. He agreed to send installers out to pull up carpet , s**** down the floor, and reinstall the carpet. She is concerned that it might not re-install the same. He assured her that if she is not satisfied, we would replace the carpet with new.

• Initial Complaint

  06/23/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I contracted Smart Carpet to install carpet in my basement. Approximately 2300 square feet. Total cost $5,390. During the installation which occurred on 5/27 my property was damaged by the installers. I brought this the sales person and the customer service departments attention immediately before the installers left the site on the day of installation. I also noted the problems on the close out document the installers asked me to sign. I did not sign it and noted the damage. To date Smart Carpet has failed to take responsibility and resolve the issues. We had agreed to arrange for a painter to make the repairs and for Smart Carpet to pay the painter directly however Smart Carpet stopped responding to my e-mails and to the painter.

  Business response

  07/16/2021

  Member purchased 1329 sq. ft. of Phenix Lucky One carpet  to be installed in the basement & stairs on 4/26/21.  The carpet was installed on 5/25/21.  The customer contacted us on 5/26/21 to state that our installers had scuffed the paint on some of the walls & baseboards. The customer sent some photos to the sales rep for this job who forwarded then to our installation department. When discussing the situation with the customer we told him to hire a contractor to fix the paint job and we would reimburse him for the cost of the painting. Customer felt that should be our responsibility to find and hire a painting contractor. After several discussions we agreed to contact the painter that the customer had just used but had to coordinate the two as we did not know customer availability. Eventually everything was worked out and we credited the customer $800 on his ******** card on 7/2/21 as that was how the customer paid his down payment.  the customer also had some issues with the installation of the carpet which we went out and repaired on 6/10/21.  At this point we believe the matter is resolved.

  Customer response

  07/16/2021

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *********** ********

*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. ↩