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Business Profile

New Carpets

The Carpet Store

This business is NOT BBB Accredited.

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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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Complaint type

  • Initial Complaint

    Date:12/15/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 am filing a complaint against Larry Hochwert & The Carpet Store & More after failing to install carpet on two different occasions and refusing to give me a full refund. Initially, the carpet was supposed to be installed on 9/29/22; the morning of the 29th, I got a called from Larry stating the carpet was still in Phoenix, AZ (not in Tucson, AZ where it should have been) and it would not be possible to instill it on the planned install date despite having the install date weeks in advance. During this first failed attempt at install by his company, Larry did not hesitate to offer me a full refund which I turned down in lieu of rescheduling the install. Larry & I had agreed on a second attempt on 10/8/22. The second install date came and went, with a second failed install, this time with no attempt to contact me with an explanation since it was a Saturday. I received no explanation despite calling multiple times, I finally was able to reach Larry on Monday. The carpet, once again, was not in Tucson on the Saturday when it was supposed to be. There was no explanation by Larry why no one attempted to contact me. After the second failed attempt I asked for a refund and was informed that I would not be getting a full refund as there was now a restocking fee which I would have to pay through no fault of my own, the fault clearly was on his company's failure to complete the job on two different install dates! After voicing my confusion/displeasure over having lose $195.00 due to the "shipping & restocking fee," Larry had the audacity to say, "it seems like you are having buyer's remorse" (this is a direct quote) & hung up the phone on me. I am seeking a resolution through a refund of $195. *Please refer to documentation where Larry states, in writing, that the failed install was not on the fault of the customer (me). Larry's document reads, in part, 'Carpet was not installed twice (not because of customer)." Thank you, Victoria Intili

The Carpet Store is NOT a BBB Accredited Business.

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