Complaints

This profile includes complaints for American Carpet South's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  American Carpet South

  347 Broadway Passaic, NJ 07055-2738

  
• 

  American Carpet South

  1714 Bannard St Cinnaminson, NJ 08077-1842

  

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:04/22/2025

  Type:Product Issues
  Status:

  AnsweredMore 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.

  Subject: Complaint Regarding Unfinished Flooring Installation, Incorrect Molding, and Unjustified Charge To Whom It May Concern,I am filing a complaint regarding a recent flooring installation by American Carpet South. I was charged $277.50 for removing glue-down laminate flooring, which I was willing to pay. However, upon inspection, I found that only 25% of the laminate was removed. The installers laid down a moisture barrier and proceeded with installing luxury vinyl flooring. This incomplete work was not communicated to me, and I did not receive the service I paid for.Additionally, the company used composite molding instead of the agreed-upon wood primed 3/4 inch molding. Composite molding swells when exposed to moisture, which is unsuitable for the area. I request that the company replace the composite molding with the proper wood primed molding.I request the following:A refund of the $277.50 charge for incomplete laminate removal.Completion of the flooring installation with full laminate removal.Replacement of the composite molding with wood primed 3/4 inch molding.A call from an owner or district manager to resolve this issue.I expect prompt attention to this matter and a resolution that meets the agreed-upon standards.Sincerely,**** and ******* Case

  

  Business Response

  Date: 04/23/2025

  Hello,
  
  Thank you so much for bringing this to our attention.
  
  We truly appreciate your patience, and were eager to assist you through our ********************** An email has already been sent to initiate communication, and we will contact you by telephone, as you requested, to discuss your concerns and work together on a solution.
  
  We sincerely apologize for any frustrations or inconveniences you may have experienced due to delays in your installation or any lack of communication.
  
  Thank you again for giving us the opportunity to address this matter. We look forward to resolving it together!

  The Resolution Department

• Initial Complaint

  Date:05/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  I purchased an order for flooring to be done on the first floor of my home from **********. The floor was placed incorrectly and then I received a voicemail stating a problem with the flooring. I told the installer **** who spoke primarily Spanish that I wanted the flooring flat without a transition strip in one of the rooms. I was told by ***** that that would be fine because the size of the room was not that big. In my contract it states they will tell me if the floors dont meet and I could have the option of plywood so that the floors could meet between the living room and foyer. I now have a three-quarter inch difference in the flooring with a transition strip that already cracked because of the tension. I was not offered the option of the plywood. I specifically told three people I did not want a transition strip there. Now it looks ridiculous because the floors dont even meet, and the transition strip is sloped. They called me when the floors were done without giving me the option to make it level with plywood. The floors had already been installed . It is in my contract that they would tell me if they need to build up the floor. They refuse to come out and fix it unless I pay for the labor again for them to put the floors down that shouldnt have been put down in the first place. ACS knew I wanted the room flowing without a transition strip in that area. ******************** and ****. The floors were put down and then I was informed there was a problem with the floors. I have a voicemail from **** at ASC stating such. Throughout the whole project, I had to use an interpreter from ACS via telephone to speak with the gentlemen doing my floors. ACS is stating they Will not come out to fix the floor unless I pay for it to be pulled up again and replaced. **** informing me there was a problem with the floors at completion so I dont understand now while theyre saying they did everything right. .

  

  Business Response

  Date: 05/24/2024

  Thank you for letting us know about the issue with your installation.
  
  We have thoroughly examined the details of your order and contacted ********** to address the issue. If you would like to contact the ********************* at ACS, please call us at *************. Additionally, we have emailed you our contact information so that we can arrange a convenient time to discuss the matter further.
  
  We truly value your feedback and look forward to hearing from you soon.
  
  Sincerely,
  ACS *********************

• Initial Complaint

  Date:12/03/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  Original floor installed 9/20/21 through ****************************.by ACS. The Lv flooring started separating November 10,2022. ********** via the manufacturer inspection deemed flooring defective . New flooring (same brand LV as original) installed April 2023. Same installers ****** have been calling ACS since April because the 2nd flooring is also separating. I spoke to ***** from ACS corporate ************. Sent someone to hammer down the plank. I was talking to ***** up until October 21st about baseboard issues ACS didn't install. He had the quarter rounds sent October 31st *************************************** ********** corporate. I did report to them with case#******** phone number for corporate ************. I have boards separting all throughout the house. I am requesting a complete refund from ********** for this job. I will have a local privately owned company redo my floors. ********** sent someone to inspect the 2nd flooring put in and they said "no defect" in the flooring. So is this due to poor installation or product? I'm a consumer and just want a product that is installed correctly. I paid $10,000 for a faulty floor and or installation. Thank you

  

  Business Response

  Date: 12/12/2023

  Hello,
  
  ACS and ********** have collaborated to find a solution. You should expect a call from the District Specialty Manager regarding the decision, and they will provide you with the necessary paperwork to review and sign. Please don't hesitate to reach out if you haven't been contacted or provided with the paperwork yet.
  
  Thank You,
  ACS ****************

  Customer Answer

  Date: 12/17/2023

  [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,
  
  ***********************

• Initial Complaint

  Date:07/11/2023

  Type:Order Issues
  Status:

  AnsweredMore 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.

  ACS installed carpet in my apartment, workers refused to reinstall the moldings back saying that they did not have the proper tools to do it (which mostly just a hammer). The moldings were damaged and ***** during the initial removal. The company manager has a different excuse saying that it was not in the contract to reinstall the moldings and workers did not have the right tools to finish the job completely. It was an extra 15 min. job and everyone would have be happy. Very bad and poor customer satisfaction practice, never do business with them again. At the end I reinstalled the moldings back by my self in 45 min. and I not a handyman.

  

  Business Response

  Date: 07/28/2023

  Hello,

  After reviewing your installation, I regret to inform you that the carpet installers do not have the required tools to install quarter-round as it is typically included in Hard Surface installation. ACS has received your email and responded by offering further assistance. If you wish to reach the ********************** please call ************** between Monday to Friday from 8am to 4:30pm.

   Thank You

• Initial Complaint

  Date:05/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  26 May 2023 Price paid - a little over $9000 for the hardwood and installation.American Carpet South are hardwood floor installers.The installers informed me that they ran out of hardwood, so they started using the left overs. They installed very discolored wood, wood with holes, and wood that was previously cut. I noticed they weren't using the moisture barrier. I requested for a third party inspector to review the work. The third party inspector said there are two areas where it appears to be no moisture barrier. He said my floor will eventually buckle. At that point, I'll have to pay full price to have my floor redone. ACS installers rammed my china cabinet into the wall damaging the drywall, but never mentioned it. ACS offered me $400 to cover the damage to the drywall. They also offered me $200 for the workmanship. The main company offered me an additional $5000. If this happens to you, write the ********** Attorney General and the Federal ************************* at www.ftc.gov.

  

  Business Response

  Date: 05/17/2023

  Hello,

  
  

  We have previously collaborated with you through care tickets and a ******** claim. After starting the resolution process, there was a pause in communication from your end. However, we would like to inform you that ACS has already sent the $400 for your Sedgwick claim, and they are still committed to addressing your concerns about the workmanship, as previously discussed.

  
  

  Thank You,

  ACS

• Initial Complaint

  Date:01/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  I purchased hardwood and installation from *************** The ********** used American Carpet South (ACS) as installers.-ACS failed to pick up from the store, the moisture barrier from the store, as it was listed on the work order and they started work without it. The ********** employed a third-party reviewer to evaluate the work ACS did and the reviewer said there were two areas that didn't appear to have moisture liner. He said, over time, the floor will buckle because it does not have the barrier.-The ACS installer informed me that they ran out of good wood, so they used damaged and heavily discolored pieces. They did not stop work and order new wood. Now, I have lots of areas with 4-5 dark colored wood which makes the floor look dirty.-ACS installers rammed my china cabinet into the wall causing damage to the drywall. They never told me.-ACS left excessive amounts of wood puddy on the floor and walls.The reviewer noticed it as well.-ACS failed to use material appropriate for a room transition and now it sounds like you're crashing through the floor as you step on the transition. They used cardboard for the transition material.-ACS offered me $400 compensation for workmanship and $400 to repair the wall. The amount for workmanship does not cover the cost to correct the discolored floor. The never paid me for repair to the wall.

  

  Business Response

  Date: 01/10/2023

  Good Afternoon

  
  

  We apologize for the delay As per an email that was sent out by ****** earlier today she stated the following...

  Upon your signature we can have check overnighted to you. We apologize for any inconvenienced caused. 

  
  

  Hello ******,

  My apologies in the delay in getting back to you regarding the damage claim.  Of which you accepted the $400 settlement for damages.

  I had not received a signed copy of the release form in order to process payment.  This was email on 12/13/22.

  In todays follow up email, I recognized 2 typos in the previous release form.  If you would please review the new form attached to this email.  Sign and return the signed copy to ************************************** or send a picture of the signed document to cell phone number ************.

  As per our process, payment cannot be process until a signed release form is received.

  Thank you kindly and AGAIN, my sincerest apologies.  I definitely own my error and look forward to hearing back from you.