Complaints

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

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  CC Carpet

  7600 Ambassador Row Dallas, TX 75247-4808

• 

  CC Carpet

  1300 S Bowen Rd Arlington, TX 76013

• 

  CC Carpet

  1805 Reliance Pkwy Bedford, TX 76021-6109

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:02/12/2024

  Type:Billing 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.

  Was told before installation of all new floors by CC carpet that they would cover my ********************* would be clean, I would not have a problem.I myself at 63 yrs old moved all furniture to garage-which they knew, but workers used my clean-organized w new shelves-garage as a work station, dust everywhere!!. Took weeks of cleaning. I also have many TOO many valleys and dips and cracks and glued together pieces w/half cut planks. The subfloor was not level so every time you walk through the house its big valleys and dips. Again lots of repaired 1/2 cut planks. This is supposed to be brand new flooring. **The mess was unbelievable over 1/2 of grout on every single item I owned, I spent over $1000 with people cleaning $12,000 cash to these people. I still have a loan for $7000 of it. Im not happy welcome to *****. I have been in RE fir 25+ years Ive never seen a company treat its ************** clients like this, they took the money and nvr came back!!

  Business Response

  Date: 03/07/2024

  Please see attached document for response to complaint. 

• Initial Complaint

  Date:01/25/2024

  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.

  We had all our home flooring replaced with carpet, engineered hardwood & ceramic tile by CCs Carpet in ********, 11/2009.Paid in two payments, the 2nd was picked up by the salesman upon completion.We were given a complete Bona kit by salesman & instructed to ONLY use this Bona product on the wood floors.I contacted Mannington, the manufacturer of the floors in 2022.I sent their cust serv an email/pictures of our wood floors with horrible buildup.They suggested I buy their product, Mannington Ultra Clean, which I did.I mopped the floor w/solution & the microfiber attachment many times.The CSR, *****************************, stated she could turn in a claim then.I thought that I would try the solution first, I mopped the floor numerous ********** would not come off. After seeing on *********** website about 2 months ago, it said to contact your dealer to file a ********* did.On December 3, I talked to a young lady at CCs Carpet, she could not find our file/invoice & I told her I would locate mine.I sent it by text.Then another lady contacted/started helping me.We went back & forth with texts.I have received several messages - they cannot help me with the buildup. The install manager said for us to get on our hands/knees & work the product on floor w/a microfiber cloth & call Bona.We are almost 67 yo.I have done so much to get the floors back to the original state, as you can see in the pictures attached.I asked for 1 of 3 things for ********* to remedy this problem. Free of charge, to have a couple of their guys come out to our home to do the hands/knee work to remove the buildup, refund us for the wood flooring/install of the three areas or replace the flooring in the kitchen, living area and office. She wrote me back saying that I need to call Bona.I feel that since their salesman told both of us to only use this product that he gave to us, CCs Carpets is responsible..I have not had visitors or family over because of the floors unsightly condition.I am truly too embarrassed.

  Business Response

  Date: 01/30/2024

  ******************** purchased her flooring from CC Carpet in November 2009. This product carried only a 15-year ****************** from the manufacturer and a one-year labor warranty on the installation. She now has reported she
  has residue on the floor from the cleaning product she has been using.
  
  The customer contacted ********** and purchased their cleaning product and was able to clean up the residue from the cleaning product she had been using in some areas but not all that needed to be cleaned.
  
  ******************** is requesting that we clean the area because she does not feel she should have to do this because we recommended the cleaning product Bona, and that we should clean the area, refund, or replace her floors.
  
  CC Carpet is not responsible for how the customer maintained this flooring for almost 15 years.
  
  We have had no previous complaints from the customer or other customers about the cleaning product Bona.  

  Customer Answer

  Date: 02/05/2024

  I am rejecting this response because:   The response from CCs Carpet did not even touch on the fact that a complete Bona kit was given to us and stated by their salesman who is listed on our Invoice provided to all parties that we were to only use the Bona Cleaniing product given to us when we gave our 2nd and final installment of our bill. This is truly unacceptable business practices if they did not know over years that the product built up like it did in my pictures attached. CCs Carpet is not accepting that the product they gave us for no charge has completely ruined our flooring. They need to step up to the plate and at least send a couple of their contract workers to our home free of charge to us and get the horrible build-up off of our floors that they installed and we were told not to use ANYTHING ELSE but what we were given. We did use this product since the installation in November of 2009 and were told to use it by the representative who worked for their company.  It is not our fault as I asked what we were to use during  the final visit. Our floors are very embarrassing and they need to remedy this situation. I am tired of them trying to escape their responsibility of a product that  ruined our hardwood floors. We thought we chose the best company for the job, but they have let us down terribly. We are both senior citizens and have ailments where we cannot wipe the Mannington cleaner on our hands and knees with a great deal of pressure. I could only do a very small section that I put in pictures doing what the installation mgr. said and I was in the bed for several days just from doing that one tiny spot. They need to do their due diligence to a customer that has lived here for 31 years in this home and Mesquite for 42 years. It would not be much out of their pockets to pay two guys to take care of this dullness and most horrible build-up. We are good people and cannot do the things that we have done in the past. It is unfortunate but they should never have recommended something that was not proven over time to not build up. I seriously would like a resolution as ********** was going to file a claim for me in 2022 when I spoke to them. I find CCs has very poor business practices and customer service. I had to find my invoice for the *************** as they could not find their copy of our job which was over $7000 in 2009. I respectfully ask that they at the least will remedy this situation with sending out two guys and let them get this off of our floors. This is the least they can do. We did everything that was asked of us and now they can do for us in the situation that we have been left in by their negligence. Thank you. 

   

  Business Response

  Date: 02/12/2024

  ******************** purchased her flooring from CC Carpet in November 2009. At the time, CC Carpet recommended two Bona products, Bona hardwood floor cleaner or Bona hard surface floor cleaner. At our locations we stocked the product, sold the product, and provided a complimentary bottle to thank our customers for their purchase. Bona sells a variety of products; they have many products not suitable for prefinished floors we never carried or sold. The Bona hardwood floor cleaner we recommended and gave complimentary did not have any polish or chemical that would have left a film as described. There is no record of a purchase of Bona hardwood floor cleaner by the Chenaults at any of our locations after the initial sale of the hardwood floor. We do have record of a carpet purchase in 2013 with no record of any issues with the hardwood installed previously.
  
  It is our experience that would tell us that another product other than the initial bottle of Bona Hardwood Floor cleaner given at the time of purchase has been used and subsequently left a residue. We have had no previous complaints from the customer or other customers about the Bona hardwood floor cleaners that we sold for over 15 years. If the bottle provided by CC Carpet caused residue in her flooring the customer would have noticed within months of her installation and reached out to us. CC Carpet advised ******************* to contact **** for further assistance. There is an option for homeowners to submit a contact us request on Bona.com website.
  
  It is unfortunate that Ms. *************;feels CC Carpet should clean residue from her floors some 14 years after her purchase as we are not a cleaning service and are unable to accommodate her request. 

  Customer Answer

  Date: 02/22/2024

  I am rejecting this response because:   I had a chance to call the ************ yesterday as per CCs Carpet recommendation but I needed to hang up. I plan to call back in the next day or so when I have more time to talk. I thought I would go on Bonas website and look up the reviews and see if anyone had the same problem I have of build-up of residue. Residue and haze were both mentioned in numerous reviews and more that I was unable to attach because of the limit of 5 review pictures. 

  CCs Carpet, of course can say that I did not use the correct Bona Hardwood Floor Cleaner, but I always bought the same exact cleaning product consistently. I never deviated at any time from the product as I mentioned in my first complaint letter. I always used and bought the Bona Hardwood Cleaning bottle and refills with the Bona microfiber pad and mop kit that was given to us. I never knew that there was a Bona Floor Polish or a huge line of Professional Series Products until I looked at the reviews last night. There are thousands of reviews BUT there were also thousands of reviews that Bona Products were given as a promotion. I believe that when people are given free Promotional Products by a company of any kind, the reviewers will say positive things about them. This has always been my philosophy. I could not get through to the end of all the promotional giveaway reviews to see any reviews of the time that we first had our floors put in in 11/2009 as there were only so many that would pull up at a time. This is not my fault. There was way over 5000 reviews to be read. 
  I am reaching out to Bona tomorrow hopefully but I have a busy day. I will agree to do this as I have done everything in my power to follow instructions BUT this complaint will not stop yet. I am very interested in hearing Bonas side to this issue. I have read on several Cleaning Ladys sites in ******** and there are so many people that tell others NOT to use Bona that it streaks, leaves a residue, and is very sticky. I have done a lot of research on the problem and have these resources to go by for why I came to this determination and wrote Mannington Flooring first in 2022 and then CCs Carpet in December 2023. It is not only me with this problem and I do not know how CCs does not feel any responsibility at all in this issue with our floors. 
  To the BBB and CCs Carpet, I do not want to close this complaint yet until all options are on the table. We have Easter Sunday lunch with our entire family at our home and I want a resolution with Bona or CCs Carpet with Bona. The work needs to be completed by Palm Sunday weekend.
  ***At our expense, we would like to have some planks of our ******* planks removed and replaced with extra planks from a couple of boxes we bought as extras where the CCs installers did not put enough paste underneath certain planks in our home, and they make a lot of noise when someone wears heels or other shoes on them. 
  Thank you to all parties to get this complaint taken care of and closed before Easter Weekend. 
  ********************************;

  Customer Answer

  Date: 02/22/2024

  I forgot to mention that CCs Carpet stated in their last rebuttal dated 2/12/2024 to me that I am attaching to this letter now, which is attachment #1 dated 2/22/2024. It states that we bought carpet in 2013 from them and we never mentioned the problem with our hardwood floors. This is absolutely false. We have not done business with them but one time and this was 11/2009 when we bought carpet, ceramic tile, and hardwood in 11/2009, for a total way over $7000. 

  If you will remember also that I mentioned in my very first complaint letter that two CCs Carpet personnel could not find our invoice anywhere in their company for our household flooring purchase in 11/2009. I told them I had ours and would send a copy of it to them when I located it. I had to go back in our filing of projects completed while in our home of 33 years, to find the pink copy that was given to us when we paid the balance due, to the salesperson. I really wonder how this company manages to keep up with their sales from customers over the years.  I was totally taken back when they had no record of doing business with us in 2009 but have us doing business with them in 2013, for sure. It makes no sense to us. Their record-keeping leaves a lot to be desired for a company of this size.

  I am certainly not pleased at the way they are handling themselves in our complaint. They stated too that they are not a cleaning business. In that case, they do remove and replace flooring so maybe I should have just asked for that. Sometimes in business, we have to take a step back to keep our customers happy and want a return of their business and/or a referral from said customers. I sure am feeling and seeing a definite lack of customer service and customer care right now.  

  Customer Answer

  Date: 02/22/2024

  I forgot to mention that CCs Carpet stated in their last rebuttal dated 2/12/2024 to me that I am attaching to this letter now, which is attachment #1 dated 2/22/2024. It states that we bought carpet in 2013 from them and we never mentioned the problem with our hardwood floors. This is absolutely false. We have not done business with them but one time and this was 11/2009 when we bought carpet, ceramic tile, and hardwood in 11/2009, for a total way over $7000. 

  If you will remember also that I mentioned in my very first complaint letter that two CCs Carpet personnel could not find our invoice anywhere in their company for our household flooring purchase in 11/2009. I told them I had ours and would send a copy of it to them when I located it. I had to go back in our filing of projects completed while in our home of 33 years, to find the pink copy that was given to us when we paid the balance due, to the salesperson. I really wonder how this company manages to keep up with their sales from customers over the years.  I was totally taken back when they had no record of doing business with us in 2009 but have us doing business with them in 2013, for sure. It makes no sense to us. Their record-keeping leaves a lot to be desired for a company of this size.

  I am certainly not pleased at the way they are handling themselves in our complaint. They stated too that they are not a cleaning business. In that case, they do remove and replace flooring so maybe I should have just asked for that. Sometimes in business, we have to take a step back to keep our customers happy and want a return of their business and/or a referral from said customers. I sure am feeling and seeing a definite lack of customer service and customer care right now.  

• Initial Complaint

  Date:10/18/2023

  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.

  In November 2022, CC Carpet installed vinyl plank flooring in our kitchen, breakfast room, and hallway. I was assured that the selected flooring would be the best choice for those areas. In February 2023, I noticed several loosened planks in the breakfast room. I contacted the company about the damage and was told someone would come and assess the damaged area. In April 2023, an inspector came to assess the damage. A few days later, someone from the company called to say that a claim would be filed which could ***********-8 weeks for resolution. In July 2023, since I had not heard from the company, I called to inquire about the issue, and was told that I would be contacted as soon as the manufacturer contacted them. In September 2023, I again called to inquire about the issue since no one had contacted me. At that time, I was informed that someone else would be coming to reassess the damage. An appointment was made for September 14, 2023.On October 2, 2023, I received a letter dated September 19, 2023, stating that the manufacturer had denied the claim twice, and that the damage was caused by the dining room chairs which was not covered under the manufacturer's warranty. Also, CC Carpet was unable to obtain approval to replace the damaged area.I was never given an option or quote for the cost of repair or replacement. When I called requesting the names of the **************** manager, and company manager to file a complaint with the company, I was given the first name only of the **************** manager. I was told they are not permitted to give her last name, and that they do not have a company manager since they are a corporation.As a longtime customer of **********************, I am very dissatisfied customer service. All of the flooring in our four-bedroom home, except for the foyer and laundry room, has been installed by CC carpet. I will not patronize CC Carpet again or recommend them to anyone.Also, on October 14, 2023, I noticed another loose plank.

  Customer Answer

  Date: 10/20/2023

  FYI:

  Today, October  20, 2023, a letter was received from ********* at CC Carpet in response to my letter of complaint to CC Carpet, dated October 6, 2023. The letter included a copy of the product warranty from the flooring manufacturer,  **** Floors. The warranty states that " The following is not covered by this warranty: Damage caused by castor chairs/rolling loads-use chair pads under castor desk/rolling chairs" .

  This was never discussed with us when the flooring was purchased, and why did it take several months for us to receive this information. We would not have purchased the selected flooring if we had been informed of this stipulation.

   

   

   

   

   

  Business Response

  Date: 11/29/2023

  The warranty on the flooring is provided by the manufacturer, not CC Carpet. We filed a claim with the manufacturer on ****************** behalf. The issue with cupping in the flooring was determined to be caused by the use of rolling chairs without chair pads over a prolonged period.After three inspections, it was concluded that her problem is not covered by the manufacturers warranty. Attached is a copy of the letter mailed by CC Carpet with the claim decision. Before signing any contract, the sales representative and coordinator go over floor protectors. They explain they must go under office chairs or any kind of chair. Warranty brochures are accessible for customers as soon as they inquire about them.

  Customer Answer

  Date: 11/30/2023

  I am unsatisfied with the CC Carpet response to my complaint.

  First of all, neither the sales representative, nor the coordinator discussed the necessity for chair mats with us at the time of purchase, or at any other time. The first time we learned of this recommendation was in a letter dated October 17, 2023, in response to my letter of complaint addressed to the **************** manager. The letter from the **************** Manager apologized for inability to obtain approval of the claim from the manufacturer, **** Floors, and included a copy of the manufacturer's warranty suggesting the use of chair pads under castor desk/rolling chairs. This is the first time this information was given to us. This was never mentioned at any inspection of the damaged flooring.

  We were never offered a repair option, even at our expense. 

   

  Business Response

  Date: 12/04/2023

  I am unsatisfied with the CC Carpet response to my complaint.
  
  First of all, neither the sales representative, nor the coordinator discussed the necessity for chair mats with us at the time of purchase, or at any other time. The first time we learned of this recommendation was in a letter dated October 17, 2023, in response to my letter of complaint addressed to the **************** manager. The letter from the **************** Manager apologized for inability to obtain approval of the claim from the manufacturer, **** Floors, and included a copy of the manufacturer's warranty suggesting the use of chair pads under castor desk/rolling chairs. This is the first time this information was given to us. This was never mentioned at any inspection of the damaged flooring.
  
  We were never offered a repair option, even at our expense. 
  
   

  Customer Answer

  Date: 12/05/2023

  I am rejecting this response because:    

  CC Carpet returned my response to their response to my compliant without any offer of resolution. 

  Business Response

  Date: 12/20/2023

  Attached is the decline letter from the manufacture in regard to ********************* claim. 

  Customer Answer

  Date: 12/30/2023

  I am rejecting this response because:   

  I have read the manufacturer's response to the claim sent by CC Carpet. My rejection of this response remains that we were never informed of the manufacturer's suggestion that mats be used under rolling chairs, at the time of the flooring purchase. If that information had been given, we would have selected different flooring. 

   

   

   

   

   

   

• Initial Complaint

  Date:08/21/2023

  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.

  I met with a salesman that represents CCs carpets approximately 2 weeks prior to date of installation of a new staircase in a brand new home we purchased. I knew that I would replace the stairs when I purchased the house because I didnt like them. 2 months later I seen a CCs carpet ad in the mail. Unsure if they installed stairs I called to confirm. The young lady ask me to send a picture of what I wanted , so I did . She called me back to confirm that they did. This brings me to my meeting with ****, their salesman I mentioned in my opening sentence. **** came out, and I showed him the same picture and more pictures of what I wanted for my new stairs. I told him I did not like what was put in the new house, so I wanted to change it. I had been looking at new houses prior to buying this one and the staircases were much prettier. **** and I talked about wood tread, and then he mentioned vinyl. He said its less expensive and looks great and would be more durable. I know that stair tread comes in vinyl so I agreed to vinyl. He brought in some sample colors and I chose one. My sister was here and she heard the whole conversation and even put her input in . I made it very CLEAR to the salesman I did not like what materials they used for the staircase in the house and that was the reason for the change. I wanted the rounded tread and I kept asking him if it would be round at the end of the tread . He assured me it would . The day came for installation. The installer came in to verify that he had the right color and I asked him where is the round tread . He told me it was the exact as thing I have in my house except a different color. I told him no. I showed him the picture of what I wanted. He said the wrong materials were ordered. At this point, I was very upset and told him not to install anything and I called to ask for a refund. I have yet to speak with a manager, but was told Id get a refund in ***** days. Its been 18 days and no refund and no explanation.

  Business Response

  Date: 09/02/2023

  The consumer was refunded and a check was mailed. The consumer reported to ***** coordinator ***** that she had not recieved her refund the accounting department stopped payment on her mailed check. ***** contacted the consumer and let her know we could mail the second check or if shed like she could pick it up from our showroom. the consumer picked up the refund from our showroom and has deposited it. The consumer and sales representative did not agree on what was discussed in the home the crews arrived ready to preform her installtion materials were ordered that are not restockable for this installation and the crews required a trip charge to be paid since they were no able to work that day. CC Carpet took a loss on materials and installation for this consumer. 

• Initial Complaint

  Date:05/11/2023

  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.

  Purchased flooring from CC Carpet in May of 2021 for my home. The flooring is not butted up correctly. They claim it's a beveled edge. However their Installation Manager came out and measured the distance in the separation of the flooring and said that if we had extra flooring to lay it out in the area and they would fix. Then, within the next couple of weeks, calls to **** (her dad owns the company) she decided to have an independent inspector come out. He did and told us they would have the report withing 2 weeks. Well repeated calls to **** she returned one call. Said they were still waiting on the report and that was about 3 months after the inspector had come out. We have been waiting for almost a year to hear something. Making repeated call with no return calls. Then a few days ago I received a letter from their Installation Manager stating that the manufacturer had declined the claim because it's a beveled product. If that is the case why isn't every edged beveled? It should not gap between the planks. There have been several issues with this company. The issue is poor installation not product quality. If that had been the case, why initially were we told to climatize the left-over product we had so it could be repaired?

  Business Response

  Date: 05/26/2023

  Attached is a copy of the manufacturer product information along with a photo of the sample the customer chose from when she purchased this product. Its visibly the sample in the beveled joints as the pictures the consumer uploaded.
  
  We have inspected this project and found no gaps and discussed her concerns. Weve provided explanation of the characteristics of a micro-beveled vinyl floor that is designed to give
  the same appearance as a natural wood product and does not have a rough finish where the
  planks join as other vinyl products that are not beveled.
  
  There is no indication of any repairs needed.
  
  We previously, on Mrs. ***** behalf, received approval from the manufacturer to replace another
  product she purchased from us due to a manufacturing defect,however, the manufacturer
  found no product defect with this product.

  Customer Answer

  Date: 05/30/2023

  I am rejecting this response because:   When their Service Manager came out initially  he asked that we lay out the product that we had left over and they would fix it.  That never materialized.  Also keeping ** informed after they changed course was nonexistent. Several phones call not returned is not acceptable. 

   

  Also they fail to mention that the other project which was at my office was replaced but with a totally different product because what was initally picked out was not receommended by the manufacture for the subfloor it was going to be laid on.  I found this out from their ********************** they were going to walk off the job because they were installing the 2nd product incorrectly and their Service Manager didn't like being called out on that, however it has NOTHING to do with the fact that they were going to have someone come out and fix the areas of concern in my house originally.

  This company is very unprofessional and since they will not own up to the original agreement, reviews speak for themselves.  

• Initial Complaint

  Date:10/21/2022

  Type:Customer Service 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.

  There is absolutely no customer service support. You can't even speak to a manager to help solve an issue. I've called around 5 times and the manager won't take my calls. I get passed around to various sales associates (5 so far) with no action and promises of calls back. When selecting new carpet I made sure to select a carpet that has a pet stain warranty. It just so happened that 2 weeks after installing we had a urine stain. New carpet was installed July 12, 2022. I contact CC Carpet to find out what the warranty covered and if I can file a claim. A claim was filed and a 3rd party claims adjuster came out. Unfortunately the adjuster was not helpful and told me that she can no longer smell from COVID and she had a problem with her vision...perfect qualified person to process a claim. Not all of the pictures I provided with the the claim were reviewed with the initial claim and it has taken me almost a FULL 2 months to get CC Carpet to reply to me on if the pictures were reviewed. They keep passing the problem to a different employees and refuse to let you speak to ANYONE in management or ownership. You cannot even speak to the installation manager who wrote the formal letter of the claim verdict. 49 days after receiving a letter I'm still trying to speak to a manager. I had a conference call set up this week with the manager and the manager didn't call me and no showed. Again they refuse to clear up the issue. If the claim is denied after all of the documentation provided, then it is what it is. However, I still need the carpet replaced. I cannot get a quote or any help to solve the issue. They just keep avoiding the issue. I'm willing to pay to fix the problem and I can't get help. I'm a repeat customer. I've used CC Carpet for 5 other projects and this will be the LAST time I ever use them. A simple call from a manager to clear up the options on how to replace/fix the carpet would have been nice and gone a long way.
  

  Business Response

  Date: 01/04/2023

  Business Response /* (1000, 5, 2022/10/26) */
  Ms. ****'s home was reviewed by an independent inspector to which found the stains to be cleanable. Even the home owner advised the independent inspector that the stains would remove and come back after cleaning. This process is called 'wicking' and is due to excessive urination and will need to be thoroughly removed from the carpet to prevent it from re-saturating the tufts again.
  
  Since this stain is removable it would not be classified as a stain and thus would not fall under the consumers staining warranty.
  
  
  
  As per my discussion on 10/20/22 I advised that the home owner is welcome to hire her own Certified Independent Inspector and if that inspectors finds are different from our commissioned independent inspectors finding then Ms. **** can submit that report for reconsideration at that time.
  
  
  
  Ms. **** has asked for a patch to be installed in the concerned areas. We have advised against patch work being done. However, at her request we will preform this. Our team member has also given her a quote on full replacement of that area.
  
  
  
  Respectfully,
  
  CC Carpet Management team