Complaints

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:06/07/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Carpet Sense installed carpet at our house in October 2021. I've contacted them about the issues many times since then, mostly in the first six months following, and posted a negative ****** review etc. I also emailed the owner and left him voicemails. I was expecting them to contact me and didn't want to have to file a *** complaint but, since it has been over a year since I've contacted them with the issue, I have decided to take this route. This is what I wrote the manager, *****: I'm writing because I've had a long standing concern with a carpet installation from last Fall. We moved into this house last August and didn't know any contractors in the area but your colleagues at *********** ******** suggested we contact you, *****, and said Carpet Sense would take good care of us. You were on holidays when I went into the store so *** helped me. Your team ended up installing carpet on the stairs of my house at ** ***** ****** **** ********** ** ****** and were quick and professional. I noticed soon after that there were issues with the install, such as exposed sharp objects and obvious seams and bald areas where a lot of staples had been applied. *** had the team come back out and they hammered the sharp objects down but said they couldn't do anything about the obvious seams and bald areas. We have had many back and forths over this but my concerns haven't been resolved, which is why I'm contacting you. It is a small bit of carpet in the house but it is very disappointing every time I walk up and down the stairs. This is our forever home and we intentionally picked a very high grade carpet. I am hoping that customer service satisfaction is important to you and you can help me resolve this issue. The stairs need a re-install with new carpet. I'm attaching photos of examples of the problem areas as well as a photo of the stairs before the install, the one I initially shared with ***, for reference.

  

  Business Response

  Date: 17/07/2023

  The carpet on the stairs were installed on October 2021 and the customer paid their bill in full on November 2021 thru e-mail transfer.  ***** **** called us for repair and we sent our technician to check and fix the issue.  The repair was pertaining to the alignment of the pattern of the carpet in a small area on the spindles (stairs), as seen on the pictures.  Our technician did the best he could to fix the issue at acceptable condition.  The customer contacted our sales representative *** several months after and *** offered to send a technician to take a look but she refused and wanted to change the carpet to a new selection at no charge, for she is not satisfied with the carpet she selected.

  A full replacement of the carpeted stairs because customer is not happy with her original selection is not acceptable considering that the area in question was a very small portion and it was fixed.

  Customer Answer

  Date: 17/07/2023

  
  
  Complaint: 20280623
  
  
  
  I am rejecting this response because:

  The poor installation is not a small part. It is along the side where multiple seams are visible and at various points where obvious folds are noticeable. It is a messy install.

  
  Sincerely,
  
  
  
  ***** ****

  

  Business Response

  Date: 18/07/2023

  From the pictures (2 photos taken at very close up angle) that were provided indicates that these areas of concern are small and unnoticeable.  Since the customer doesn't want us to fix or refuse any repair but to replace the entire carpet which she is not happy with her selection as she expressly told to our sales rep, we deny this request.  To understand, we also require more photos that shows all the issues.  But for a good gesture, we are willing to send a technician to investigate these multiple and various issues and to repair.

  Customer Answer

  Date: 19/07/2023

  
  
  Complaint: 20280623
  
  
  
  I am rejecting this response because:

  The issue with the carpet still remains but I accept your offer to have someone come out to look at it. There are visible seams on every stair, as well as along the side, and folds at the top stair. The pictures I shared are just examples. I am available between July 31-August 4th for someone to come by. Please let me know what time. 

  
  
  
  Sincerely,
  
  
  
  ***** ****

  

  Business Response

  Date: 02/08/2023

  The repair was completed on August 1, 2023 as coordinated directly to the customer.  ***** **** is satisfied with the repair done to her stairs.  Proof of completion is attached with her initials.

  Customer Answer

  Date: 04/08/2023

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20280623, and find that this resolution is satisfactory to me.
  
  

  Thank you for fixing the imperfections on my stairs. 
  
  
  
  Sincerely,
  
  
  
  ***** ****