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Business Profile

New Carpets

Rock Bottom Carpets, Inc.
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:01/08/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 went to Rock Bottom Carpets for ordering vinyl flooring. I picked out some very nice vinyl for my kitchen, dining and two bathrooms and laundry room. I was given a date it would be installed. The two installer's worked hard and I thought they were professional and know what they were doing. Much to my confusion the place that I placed the order had me pay the installer instead of the business for the finished job when done. After payment it was like they could care less what problems or anything else I needed. I even ask for another room be measured for matching vinyl to be told four times someone would definitely come measure it for me and complete the final room. It started when putting my refrigerator back they tore the vinyl in three places and had to order more to replace the damaged. It took forever to receive the new vinyl! Then the last day of installation one of the installers told me he would need to come back to fix the seams because they didn't have any glue! We waited weeks while talking to each person that were suppose to be the decision makers but still got the same run around day after day by the management. The owner even got Irate about the issues. So they sent the lead installer out to fix the "seams" but it turned into it had so many bubbles in the whole floor he could only take pictures to show the boss and it would be a big job if it could be fixed. Now the vinyl looks terrible and I just keep being lied to and no resolution. Please tell me what to do. I'm going to get an attorney if they do not give me some answers! they've made it clear they don't plan on doing anything about this mess! No care about the customer once they have paid the final bill even though I wanted to wait until they finished the vinyl completely. They had the boss to call me and tell me to pay it all so they can pay the other installers. So now I have all the vinyl getting big bubbles in it because it wasn't installed correctly according to the head installer. TY ** ko

    Business Response

    Date: 01/29/2024

      In Response to *************************** letter we regret her dissatisfaction with our service and delay on getting her resolved. We are pleased to announce that we were able to satisfy her completely. She has even invited us to bid on future projects. Rock Bottom Carpets strives to resolve issues in a more prompt manner.

     

                                                                                    Sincerely

                                                                                  *************************

                                                                                 District Manager

Rock Bottom Carpets, Inc. is BBB Accredited.

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