Complaints

This profile includes complaints for Carpet Outlet Plus Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Carpet Outlet Plus Inc

  4301 Rosedale Hwy Bakersfield, CA 93308-6136

  
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  Carpet Outlet Plus Inc

  66 E Escalon Ave Ste 102 Fresno, CA 93710-5137

  

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:04/26/2024

  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.

  In 2014 I purchased new ********* vinyl ***** flooring from the ****** Rep (***************************@CarpetOutletPlus). November 29, 2022, I contacted ***** regarding the flooring "warping/raising" where the planks meet. ***** came to my house, inspected the floors and agreed there was a problem. He then had another to gentleman come to measure how much the floors were raising. It was determined in 2022 that the product, not the installation, was defective. The original cost of the vinyl flooring was $8380. 900 sq. ft. and came with a 20 year warranty. ***** and I began searching for a new replacement product. In 2014 I remodeled my whole house with new cabinets, flooring etc. I looked for a long time to find the flooring that I liked and went well with my cabinets. Again, finding a color and pattern for a replacement, was an issue. The original product is no longer available as ********* has gone out of business. January, 2024 an acceptable replacement was found. ***** has stated that the product costs more than the original product and that I must pay an additional $2200 plus it will be my expense to hire and pay someone to repair damage to the baseboards when the new flooring is put down.The bottom line to my complaint is that ***** has dropped the ball for SIXTEEN MONTHS. He does not follow-up on commitments and just leaves me hanging in limbo. I do not feel that this warranty issue is a priority to him and therefore I wait. This has been a totally unacceptable experience. I want the job done and out of my hair. I also do not feel I should pay extra because costs have gone up, nor do I feel repair to the baseboards should be my responsibility. I have a thick stack of text/email messages between myself and ***** which show his lack of responding and taking care of this matter. One prime example of his lack of follow-thru: On 2/23/24 he wrote that "he should know the upgrade fee by Monday". 4/3/24 I wrote and asked him "Monday of what year?"

  

  Business Response

  Date: 05/21/2024

  This sale is over ten years old and the floor has been inspected by a third party that has determined that the install of product was not the result of the floor failing.  All warranties for the actual floor material are provided by the manufacturer which has gone out of business since the time the floor sold.  We have advised the customer that even though we are in a completely no fault situation we would install the floor at no charge which we are in no way obligated to do.  The customer would like to select a product of her choosing however ****** has given her a budget based on the amount she spent previously on the floor 10 years ago.  Since time has passed and things are more expensive she is upset that there will be an up charge of roughly 2k for the floor or type of floor she is wanting.  All we can do is try to help apply logic that things cost more a decade later and we are really trying to help her out in a situation that would end with any other company in "sorry that company went out of  business there is nothing we can do for you."  We are making a more than ******* effort to accommodate her but there needs to be some concessions on her part since she will have a brand new floor 10 years later.  There will be a cost associated with it.