ComplaintsforAbbey Carpet & Floor

• Initial Complaint

  02/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  In August, 2022, I went to Abbey Flooring to view bathroom replacement flooring for my home. I had a 10% off coupon. I selected a potential flooring. I saw a picture of the flooring showing how the installed floor would appear. I requested an estimate of the cost. I was also considering L****** as a possible choice to do the flooring since L****** had previously done s excellent remodeling for me. On 9/1/2022,David D****** Abbey employee came to my home to give me flooring estimate cost. He informed me that the toilet was leaking. Since the toilet was old, I instructed him to add toilet replacement to estimate. He confirmed that I could use the coupon. He told me that L****** was closing & that many of L****** staff was going to work for Abbey. Both the approved coupon and the news that L****** was closing, induced me to proceed with Abbey. David told me all work would be completed before Christmas. The quoted estimate was $1,800. I gave him a check for $900. On 10/31/2022 and 11/1/2022, the flooring was installed. The workman did not cover my hardwood floors. The weather was very wet. He was in and out of my house numerous times. The floor was filthy. Lack of concern for my property. The finished flooring didn’t look like the sample picture which I was shown. Multiple issues needed to be addressed. I informed Abbey and was told they would fix the problems. I paid the remaining balance of $894.19 with my credit card. On 11/14/2022 and 1/18/2023,I discussed the remaining problems in person with Abbey staff. The following poor workmanship still remain to be addressed: 1. The finished appearance of the floor doesn't match the sample picture 2. Three broken ceramic tiles need replaced 3. A patch next to heat register needs rectified 4. A mitered corner needs repaire 5 . Cut section of quarter round showing bare word needs repaired 6. Replace damaged heat register 7. Sticky section of quarter round attract dust/lint It is ofinterest that L****** is still open.

  Business response

  02/22/2023

  From* ****** ****** ********************************>
  Date: Fri, Feb 17, 2023 at 4:42 PM
  Subject: RE: You have a new message from BBB serving Western Pennsylvania: complaint *********
  To: [email protected] <[email protected]>
  
  
  I have tried to login to respond to the complaint **********  We do not have access to the complaint to advise you that we have reached out to *** ******* and have an appointment scheduled at her home on Thursday, February 23 23023 at 10:00AM
  
  Elaine K D*****
  ****************
  AEI Interiors, LLC
  
  d/b/a Abbey Carpet and Floor
  
  *******************************

  Customer response

  03/17/2023

  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, details of the offer I reviewed appear below.
  

   

  From: ****** ******************t>
  Date: Thu, Mar 16, 2023 at 11:22 AM
  Subject: **** *********
  To: <[email protected]>
  
  
  
  I am requesting that ************* be reopened.
  On February  23, 2023, representatives of Abbey Carpet and Floor came to my house. They looked at flooring and vanity problems and took multiple pictures. They measured the floor. They told me they would call me. That was three weeks ago. I have not received any type  of communication regarding their plan to rectify problems.
  Thank you for your assistance.
  ***** *******
  

  
  

   

   

  Customer response

  03/20/2023

  From: ****** ********************
  Date: Sat, Mar 18, 2023 at 7:55 AM
  Subject: **** *********
  To: <[email protected]>
  
  
  Update:
  Carol from Abbey called. She stated they were waiting for quarter round to come in and then would schedule flooring replacement at no charge. At that time, they will
  repair vanity drawers and take vanity doors to shop to repair flaws which occurred when Abbey refinished vanity.
  
  ***** ******* 
  

  
  

• Initial Complaint

  06/05/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Dec 2020 I signed a contract for re-tiling my master bathroom. I paid 50%, $9000. Due to product shortage, they could not give an exact start date, but figured Feb 2021 would be starting. I was to get an electrical line made available to them for the infloor heating, and get the plumbing valves for in the wall. I contacted them multiple times to get info, and it was very difficult to get any information. Finally heard that they were going to start April 28th, 2021, demo for 3 days, tile install for 5 days, and 2 days to finish connecting things. The person doing the demoing on day 1 finally got me the info I had been asking for months. After multiple issues of wrong product, bad install of the tile, poor workmanship on cuts, many emails have gone back and forth sharing of pictures. I was told it would be fixed, but they never did fix it. Very bad grout job, would not undercut for doors, they put tile chips in to fill bad cut spots, the entire floor had extra grout and haze. They kept telling us they would fix things, but they did not. They had measured for the shower, and wanted me to sign off on their measurements, we were not present when they measured, and we did not understand them, so would not sign for them, so they would not finish the project nor fix anything we requested. Last day they were there was July 8th, 2021 and would not fix any of their issues we saw, they said everything was fine. They also were to install infloor heat, which did not work, and wanted us to pay for them to fix what they did not do. Present date, the tile they did install is now lifting due to the poor tileing job that they would not listen to us about, nor tried to fix as we saw problems during install, and will need to be entirely ripped up due to water damage. I am seeking my $9000 back. Please see documents of scope of work, pictures, emails, txt messages, FB messages, letters over this period of time.

  Business response

  07/29/2022

  *** ************** Complaint

  Yes, this project did not go as planned in the original scope of work.   We called to set a time that would accommodate the homeowners schedule, which took numerous attempts to find a solution that would satisfy the homeowner. These issues were addressed once allowed back in the home,  Our installation warranty is for 1 year, the project started on April 28, 2021.  All work had been completed except for the shower door which was a custom made door.  Our fabricator requires a final measurement once the exact measurements can be verified.  The allowance of the shower door was $1,800.00 The homeowner refused to allow us access to the home to do so. 

  The project that was completed was $16,595.15 which a deposit was made in the amount of $9,000.00  The balance of $7,595.15 has been credited to the customer in compensation.  

  *** ********* has called and spoke with our office regarding some of the problems that he was having with the heated floors that their electrician could not figure out and we offered solutions to rectify those problems.

  Customer response

  08/07/2022

  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, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]

  I am sorry Karol but I do not agree with this letter.  There is haze and grout over everything. The drain is even caked in it.  
  Then white thin set was use with the grout and it is all over the shower walls, probably poorly clean tools.   Also missing grout in places.  Door frames not undercut. I have a tile in the closet not even set. 
  3 tiles on the tub incorrectly cut.  I can send pictures of those if you like.  A poorly cut side tile, not aligning with the others, 
  You call me out of a meeting with. I moments notice to look at a wet bathroom. 
  You ask me about measurements when I was not present for how they align. No one can give us the answer on how they do align.  Give me the answer to my questions. How many times did I ask what needed for the shower plumbing prior to the project starting.  No one can get me answers.  
  If no one can give me answers, I can not approve. 
  You tell me to call David,  but won’t give me his contact info.  I can not get him to call me.  Every time I do, he is out of the office. 
  I have talked about the undercuts of doors and about the bad cuts of tile, and used tape on multiple occasions and it doesn’t get fixed. 
  So multiple issues, mentioned many times, apparently not capable of being fixed by Abbey Carpet.  It has turned into a DIY special with hack fixes. 

   

  The information they provided is not correct.  They had the installer start at 7am even every day, and I also accommodated that offer, everything they asked, I gave them.   They made no effort to fix things.  They kept spreading water over everything hiding the issues.  They had to send a sales lady to babysit the installer because it was taking so long.  I had emailed them, and they never replied with the issues.  I have video of the condition of how they left things unfinished, the day they said they would no longer work at the house, which was July 8th.  Took them 2 months!  I have txt messages, emails, and facebook messages of the multiple times I tried to contact the owner for him to personally see how poorly the job was done.  They left a thresh hold that was a trip hazard.  
  
  Regards,
  
  ******** **** *********

  Business response

  08/17/2022

  The issue of the grout haze was addressed and cleaned to your satisfaction prior to Scott and Karol leaving your home on July 8 2021. 

  The materials that were set in the closet where placed there not to hide anything but to move out of the direct path to access the surrounding areas.  These items were stored not to hide anything.

  Thinset and grout can not be mixed together.  The two mixed would cause a separation of color and the product would then have a distinct color variation which would appear blotchy.  Meaning one color leading to another color and then another.

  *** **** stated that he would adjust the threshold.

  To reiterate the letter of July 9 2021, it explains the reason for the shower curb appearing to run on an angle.

  Regarding never being able to reach David.  *** **** has spoke with David many times in reference to the heated floor, even as late as 6 months ago.

  We were willing to return to correct the tub deck and the door jambs, but under *** *********** direction we were told never to return to the home to look at anything and not to touch one more thing.

  Customer response

  08/21/2022

  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, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  ******** **** *********

  Information in the response to BBB is not correct, it was never to our satisfaction as per letter that was sent to them.  They had a subpar installer, and would not fix anything.  They kept putting water on the tile to hide the issues.  I will take the matter up with the PA Attorney General, and start using social media to circulate pictures of their subpar installation.  

   

*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. ↩