ComplaintsforLone Star Carpet

• Initial Complaint

  12/06/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On 11/7/2020, ******** Carpet billed me for installing surround tile and shower flooring tile in my master bathroom. The total amount was $3833.83.The bathroom tile for the shower floor-from the moment it was starting to be installed - turned out to be the wrong color and did not match the surround tile as planned. I stopped the workers and called the salesperson. He stated that the product said it was "white" and that the work had begun and must be finished. I also found out during this time that there was a showroom where I would have been able to talk to design people and choose the right color tile in person. This was never suggested as an important step in the process.I asked for an adjustment in the billing, but it was refused. I spoke to the owner, but he claimed he could not do anything. I received a $90.00 credit for a returned box of the tile that did not match.During the next year, 2021, my partner spoke to the company and to the salesperson. We asked for the flooring to be re-done properly. This request was refused again, and the answer was that it was impossible to do once the flooring had been sealed.I am now working with a remodeling company that said there was no problem with re-doing the flooring of the shower.We ask that ******** Carpet refund the cost of the flooring for the shower or offer an acceptable amount to contribute to this project - which has to be re-done.This occurred during covid-19 and we were all in isolation and fear. Though I stated my case more than once, I did not receive a reasonable response. As seniors, my partner and I were very concerned about the epidemic. We did not wish to post a poor review nor negatively impact the company's business. We were concentrating on staying healthy. We do, however, feel that the issue was never handled properly or honestly.

  Business response

  01/06/2023

  Tell us To whom it may concern,
  
  This job was started 3/9/2020. We had an agreement to do 2 shower surrounds for ****************. ******************************* Remodeling was also involved in the project. I personally met at my office with **************** and brought samples to Ms. ************* in which she picked the samples and approved. Im not sure of who she is referring to about a design center because we dont work with one and that wouldnt be something Lone Star would have been involved with. She agreed with all the selection and gave us a deposit. **************** is miss remembering the installation. The tile on the walls are a bright white and the tile for the floor is a *******************, because you cannot install glossy on floor. They dont match nor will they ever match due to the finishes. We discussed it on the jobsite and she agreed to proceed. I would never proceed with install if not approved., She also, changed her mind on the direction of the tile installation from vertical to horizontal or vice versa. We accommodated here on that. There were no other issues or discussion about the tile after that, and covid hits. We had no discussions about doing the second part of for months because of covid. I reached out to her to see about finishing but she didnt know when she would be ready. We agreed to bill out for the labor for the one shower & materials for both showers. At that point she said  she didnt like the tile for the shower floor and wanted a credit. It was passed time for us to return the materials because 30 day return policy, but we adjusted the invoice $90.00.
  
  So about a year later she starts demanding that we come back and change out shower floor that she agreed to and paid us the final balance. The shower pan is water proof and you take off the tile you can disrupt the water proofing and can subject to leaks. She asked about putting pebble tiles or ***********************  rounds over top of it and I told her probably not because of the drain. This job was done properly, but because she doesnt like her selection doesnt mean I need accommodate or contribute to her request to change her selection,  that has been settled for well over 2 years.  The pan is not leaking and the workmanship was accepted by her.
  
  Im kind of at a loss as to why if we such a bad job for her and were not honest, why she had me bid another one of here properties at 303 East 38th on 5/21/2021?
  
  I have emails & text correspondences with **************** available upon request.
  
  Thank You!
  
  CT ***
  
  Lone Star Carpet
  807 *********************
  ****** ** 78758
  Mobile ************
  Office 512-836-9311why here...

  Customer response

  01/09/2023

  Complaint: 18517452
  
  I am rejecting this response because:

  1.  I discovered very quickly when work on tile just started, that the color tile was not correct.

  2.  I was told the tile that was in boxes and unused could not be returned or exchanged at Inter Ceramic.

  3.  I was told the tile could not be changed on the small area that had started and that the work would have to be completed as is.

  4.  I have spoken to several contractors and researched remedies online. One of those contractors is re-tiling the shower floor right now. The information given by ******** Carpet & Tile was not correct.

  5.  There was no effort by the salesperson or owner to remedy the situation in a fair and just manner.

  Thank you.

  
  
  Regards,
  
  ***********************

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