ComplaintsforCarpetland

• Initial Complaint

  08/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 2018, Carpetland did another plank flooring in my home. I have a 7-25 year warranty, I've emailed them about the flooring separating in different places throughout my home, and can't get a response back from them. I originally asked for laminate flooring but was strongly advised to go with luxury vinyl plank flooring. After several redos the company seems to be done acknowledging my warranty and this is not fair. I received the same installers and I felt if they could not get it right maybe the company would send out other installers. Not so. I'm seeking my warranty to be honored and my flooring done right. No one I know has had this trouble with vinyl plank flooring so it is either racial or unqualified installers. Only the company/salesman knows the common factor. This is very tiresome for me being physically challenged and dealing with depression disorders. Please help me get justice.

  Business response

  09/12/2021

  We checked with our I.T. provider and the only two emails that were received from the email address ******************** were received the afternoon of 8/27/21 and then a follow up on 8/28/21, a Saturday and the same date the complaint was filed with the BBB. Please advise if additional emails were sent from a different address.
  
  Carpetland originally installed flooring for Ms. ********* in September 2012.
  
  In June of 2014, Ms. ********* contacted us stating she was having issues with some joint separations in the flooring and claimed that the original installers in 2012 cut the exterior backdoor door down. Being flooring contractors and not carpenters, we do not perform alterations to exterior doors. Although almost two years had gone by since the original install, Q.C. technicians were sent to address the separations in the floor and as a courtesy,  we replaced the existing door threshold with one we stained to match the flooring and a door sweep was installed to help with the draft under the door.
  
  January of 2015, the customer contacted us again about the exterior back door and the door to the basement. We replaced the back door and had a custom threshold made for the door to the basement.
  
  In December of 2015 we received another call about separations and for the first time in almost 3.5 years since the original installation date, the customer complained that we also cut her front exterior door short. We fixed the separations in the material and advised the customer that we could not entertain addressing her claim regarding the front door over 3 years after originally installing the flooring, especially considering it had never been brought up in the multiple previous visits.
  
  After multiple attempts to address concerns with the flooring, we replaced the floor in February 2016. 6 weeks after we installed this floor, the customer claimed we broke her gas line even though it had not leaked for that 6 week period and at the same time demanded we address the front door. Again out of courtesy, we covered the expense to repair the gas line and advised her again that we could not entertain addressing the front door.
  
  After replacing the floor, replacing the back door, paying for the gas line repair, and all the repairs in between, in April 2016 we offered the customer $1500 refund from her original $4400 purchase as a full and final settlement. She refused the settlement.
  
  November 2017 the customer called in again regarding the new floor having joint peaking issues. We agreed to replace her floor again as at the time there was definitive evidence as to the cause of the joint peaking.
  
  March of 2018. At the time of installation of the 3rd floor, when we pulled the floor up, we discovered significant damage from pet urine had caused the adhesive on the locking tabs to fail which caused the joints to peak. At this time , the customer was advised that we would install the new flooring, however, the problem is locally caused damage, this is a one-time replacement, and we would not further service any warranties.
  
  We did return a couple weeks later to adjust the refrigerator legs for it to rest soundly and properly.
  
  We feel as if we have went well above and beyond servicing this customer’s flooring for the past 9 years and cannot service this floor. Carpetland considers this concern closed. 

  Customer response

  09/13/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

   

  All the return visits to my home addressed legitimate issues done by installers hired by Carpetland, and all incidents of broken items, many were not reported. Their installers cut doors and damaged gas lines, broke speakers and furniture that I had to digest. Still my flooring has a warranty that they are not honoring. This is illegal on soo many grounds. I asked for laminate flooring and was strongly advised by a salesman to go with vinyl. If they do it 100x, and it's the wrong material, it's not my fault. Give me what I asked for, by competent installers!

  Tammy, to address the pet urine, it was under the carpet which was removed. That pet was deceased by the time I had them install. I argued that with them, only after they realized I had a dog outside, and they still proceeded to do a reinstall. The fact is that they did a less than professional level installation and kept sending the same installers out so the installers would not loose revenue. As told me by one of the installers. Again,  not my problem. My problem is that I purchased flooring from them with a warranty and I would like for them to honor it or refund my money. At this point with their lack of customer satisfaction towards me, I will accept a refund.
  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. ↩