ComplaintsforCarpet Outlets of Texas, Inc.

• Initial Complaint

  11/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Carpet Outlets of Texas installed a new wood floor in my home in November of 2018. The installer used a glue as the water barrier to keep moisture out of the wood. In several areas of my floor I noticed wood dust, upon inspection I found what I know now to be wood boring weevil that eat decaying or rotten wood. I sent one of these bugs to a lab at Cornell University with a full report. My complaint is that the glue was not sufficient enough to prevent water from damaging or rotting the wood. I have two separate areas that are effected that need to be replaced. Carpet Outlets of Texas has been less than helpful they told me that it must be termites and my bathroom is leaking that's what caused this issue but the areas effected are not even close each other and when I said that the window is leaking but the area is 2ft away from my window. Their lack of help is very disappointing considering I gave them my business, my sisters business and others.

  

  Business response

  01/28/2022

  Business Response /* (1000, 7, 2021/11/17) */ This consumer purchased wood and tile from our company on October 17, 2017 and it was installed on October 30, 2017. We were not notified of any problem until September, 2021. Our installation warranty is 1 year from the date of purchase. We went to the customer's home to look at his concerns once notified. We spoke to the next door neighbor and they had been infected with this beetle as well. It can move and evidently migrated to the home next door. The first allegation was that the beetles were in the wood prior to installation. There has been no other complaints of these beetles in the wood according to the manufacturer. The second allegation was that the beetles were enticed by rotting wood. We used the proper manufacturer recommended adhesive that did include a moisture barrier. That only protects against moisture migrating from the concrete not any other sources of moisture such as a leak. There is no indication or proof that anything we did caused the damage to the wood. We could order more material and replace the affected areas but it would be at a cost to the consumer. Consumer Response /* (3000, 9, 2021/11/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) Our main complaint is the Carpet Outlets of Texas' lack of customer service. Their initial response was to blame the customer and offered no solution(s) to the problem. We accept their offer to repair/replace the damaged portions, however, at 50% cost to the customer. Business Response /* (4000, 11, 2021/11/26) */ The consumer is stating he is unhappy because we did not respond, however, we went to his home to inspect the SAME day he called us. We did that even though his warranty had expired 3 years earlier. We are not responsible for the damage to the floor. It was caused by insects which is the customer's responsibility. Consumer Response /* (4200, 13, 2021/11/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't accept their accounts of the problem. The problem was caused by improper or lack of water barrier that allowed water to penetrate the wood causing the wood to rot which gave the beetles a food source. I did not notice it sooner because the problem was under my couch and we did not notice till we moved the couch to clean under it. I called several times the first time someone from the MFG. was going to call and never did so I called back and finally they sent some out to look and he said it was termites. All I want is my floor fixed I will pay for repairs if they will send someone out to fix. Business Response /* (4000, 16, 2021/12/30) */ We offered to do the repairs but the cost would be the responsibility of the customer. We will still do this, however, once we tear into the floor, we do not know how far the damage from the insects goes. We would want prepayment on the removal of the flooring. That amount is undetermined until we see how far the damage is. If the entire floor would have to be removed, the cost would be $1993.50. We would require that amount as a deposit and it would need to be paid by cash, cashier's check or personal check. If all of the wood doesn't have to be removed, we can apply the balance to the wood purchase and installation. Once the deposit is received, we will schedule the tear out with the customer. We would need to check availability of the wood before scheduling the removal. Consumer Response /* (4200, 18, 2022/01/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) I had the problem fixed by another company. The new installer said there was very little glue in the areas that where effictive. Said the water penetration was caused by lack of glue barrier which open the wood up to moisture from the slab. No leaks just a bad installation job. The carpet outlets of Texas has the worst customer service of any company I've ever delt with I would not recommend this sorry company to anyone not even to people I don't like. Terrible!!!

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