Complaints

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

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  Carpet Empire Plus

  68307 E Palm Canyon Dr Cathedral City, CA 92234-5415

  
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  Carpet Empire Plus

  81425 US Highway 111 Indio, CA 92201-6655

  

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:01/05/2023

  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.

  Agreeing to purchase new wall-to-wall carpet to be installed in three rooms of our house by Carpet Empire in October of last year was our first mistake. As when it was installed on Oct. 31, they installed the correct brand but not the color that was purchased! In fairness to them, the mill that produced the carpet mislabeled the batch used by them, which was not discovered in time to prevent its installation. They assured us that they would fix this problem to our satisfaction, and we agreed to keep the wrong color carpet in one room, but wanted the correct color one re-installed in the other two rooms.
  
  It should be noted that the first installation was done to our complete satisfaction. The crew of six men did an outstanding job, working very rapidly & getting everything done to our satisfaction. However, the second time around, they only sent us two men whose skills, competence and effort didn’t begin to compare to our first experience. For example, they leaned a mattress against a large work of art, mixed up which mattresses went with which bedrooms, put bedside tables back on the wrong sides of the bed, left gaps between the edges of the carpet and room walls, and put a very noticeable and unattractive seam across the width of the carpet in the master bedroom that even our housekeeper said was not there with the first installation.
  
  Our efforts to correct these problems have met with verbal assurances from the salesman but argumentation with an apparent business manager. We were told that drawings which we were never given or shown, for example, had such a seam in it. Our response to this was that if there was any such seam the first time around, it was not visible; but the second time around it was very poorly done, very visible and very unsightly. When my wife asked this business manager person to have someone come to our home to inspect this and other install problems, the response was to hang up the telephone on her.

  

  Business Response

  Date: 03/14/2023

  Good morning BBB,

  
  

        The original installation for the ****** was a manufacturerer error where they sent us the incorrect color. We reinstalled the correct carpet and the complaint was by the ******  that they liked the original crew better that the second crew of installers. The crew that were sent for the second installation were just a qualified as the first set. Also I want you to keep in mind that the ****** rescheduled the reinstall several times.  They insited that we go back to move nightstands into the  correct place (keep in mind they were present during the reinstallation of the carpet and could have informed us that they wanted the nightstand moved over more}. We did go out to correct the moving of the nightstand as well as they said that there was a gap between the wall/ Upon inspection from our installer the carpet that the ****** previously had was a higher pile than what they had chosen and there was a slight gap between the baseboards that were already installed before we installed any new carpet. They also complained that on the original install of the incorrect carpet in the master bedroom had "NO" seam. This impossible since the carpet was in a 12' width and the measurements of the master bedroom were greater than the width of the carpet therefore required a seam to be there, I explained this to Mrs. **** on multiple ocassions with her always disagreeing with me on this. In conclusion we did take care of all of there concerns and they are just seeking compensation or a discount by complaining to  the BBB. If you have any further questions please feel free to contact me Kim Temple, Office Manager at Carpet Empire Plus.