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Business Profile

New Carpets

Carpet-Tyme

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint 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:02/11/2025

    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.
    We purchased carpet and flooring from Carpet Tyme - Abbey Carpet and Flooring in Thousand Oaks. The flooring began to dimple, oozing a white paste, and rippling within months of installation. I immediately contacted Alex, the owner of the store. After several months of phone calls and text requests, he finally came out to look at the floor, agreeing there was an issue. Alex eventually sent his installer out to repair the floor, well over a year and a half of the installation. However, Alex provided his installer with only two boxes of planks for the repair. Upon examination of the floor, the installer stated that the flooring has problems and the entire floor would need to be replaced. The adhesive used on the installation was still wet 18 months after being installed. I contacted Alex and he stated he would file a claim with the flooring manufacturer and replace the floor. He also claimed an adjuster would be contacting me to schedule an appointment to examine the floor. I was never contacted by an adjuster nor have I ever spoken again with Alex. Any attempt to contact Alex remains unanswered. I have called and emailed multiple times since that last conversation, he will not respond. I went to the store and could not meet with Alex, a sign is posted in the window stating meeting by appointment only. Again, he refuses to respond to me. I have contacted my home designer, who initially referred Alex to me to see if she can get a response. He tells her that he will give me a call and does nothing. This issue has been going on since 2022. The floor is worse than ever and their warranty reads lifetime guarantee. This issue began within months of the installation and should be taken care of Abbey Carpet and Flooring. I would sincerely appreciate any help you can provide.

Carpet-Tyme is NOT a BBB Accredited Business.

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