Complaints

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:06/29/2023

  Type:Order Issues
  Status:

  AnsweredMore 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.

  Hello,I have tried to communicate with Carpet Planet's owners, they won't speak to us since we had ***************** with all 3 of the flooring jobs. I have talked with the sales representative assigned to us, 3 staff members & the contractors that are trying to help us. There have been many issues with communication, misinformation & contrasting information. There have been numerous ***************** that created negative impacts on our family & caused us to sleep in an empty house, on air mattresses, for 10 days. Our family likes the contractors that did our floor work. I believe the mistakes are primarily coming from the sales representative & communication issues from office staff. At this point, despite all the problems, our family is relieved to finally have the work completed. We are looking forward to having the final issues for ********************************* that was not provided and/or did not need to be done, reimbursed to our family. There are also questions about being Charged Taxes on Labor/Installation & not being able to determine if a $200 Company Discount was ever applied due to the unusual way the sales representative, *******, is stating by supposedly lowering the carpet by square yard price & not adding a freight charge to the vinyl floor order? I have personally never had a company provide a discount you can't see or verify in this way. There's no way to erase the negative experiences our family has gone through from all the mistakes, delays, related expenses, schedule issues, excessive inconveniences. We are seeking resolution for reimbursements regarding the over charges for all 3 of the flooring jobs. 1. Hardwood Floor = Stain $97 & Taxes $54.92 2. Vinyl Floor = Underlayment Material $99.95 & Underlayment Installation $99 & Discount?3. Carpet Floor = Price ************************ been 3 weeks & thus far the only Reimbursememts we received are for the Appliance Moving Fees $100 & Vinyl Removal Fees $ ***** Thank you,******

  

  Business Response

  Date: 07/12/2023

  Hello, ********************* or whom this may concern. I am here to discuss the matter at hand with you. I can be reached by the following info :

  *********************;

  Ph# ************

  Email : ************************************

  Monday - Friday 9am - 5:30pm 

  Customer Answer

  Date: 07/14/2023

   
  Complaint: 20253545
  
  I am rejecting this response because:

  The only response I see is from **** to have BBB contact him. Unless there is another response from Carpet Planet I am unaware of? I have already tried to talk with **** & he insisted Carpet Planet did not charge an appliance Moving fee then only sent 1 Itemized Statement for the carpet work. He never sent the Itemized Statements for the Vinyl or Hardwood Floor work. I emailed him to request it again & he never replied. Then, I spoke to the sales rep ******* & he sent an email stating the only reimbursements would be for the Appliance Moving Fees & Vinyl Removal. I called & talked to a front desk staff member & she put me on hold to talk to the owners wife. When she talked to me again she said **** would call me that afternoon but he never did. Our family's experience has been trying to communicate with several carpet planet staff that don't seem to be trained well or make mistakes or provide the wrong information. I am a single parent trying to support my special needs daughter with 6 hip surgeries this year, therapies & appointments. We do not have time to continue going through these problems with Carpet Planet. We need to be reimbursed for the materials that were not provided, installation that was not done & taxes that ******** does not allow businesses to charge customers. Then, we need to be able to move forward in our lives, focus on more important things & regain our peace for my family's sake during this challenging year.

  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 07/20/2023

  Hello, good day to you. To whom this may concern. This is the response to complaint #******** Concerning *************************. In this case, customer ************************* hired us to do flooring work at her residence. After, the agreed to work was done and ******************* was satisfied with the finished work. She reached out to the salesman (*******) that was involved with her project and begin complaining about certain charges. So, the salesman ******* resolved her issue by adjust her final price and explain to her that the adjustments would be in the final price, which she agreed upon over the phone with ******* before making her final payment. Shortly, after ***************** begin calling Carpet planet for about a week complaining about issues that was previous resolve between her and ******* about pricing. At this point ******************* was then sent to our customer complaint department (****). When **** spoke with *******************, He explained everything in which Her and ******* spoke about concerning her concerns regarding pricing. After explaining (****) to ******************* that we had done all to accommodate her, she then became very irate and began complaining about personal issues that had nothing to do with the work Carpet planet Provided for her.

  Customer Answer

  Date: 07/20/2023

   
  Complaint: 20253545
  
  I am rejecting this response because:
  

  Complaint: 20253545
  
  I am rejecting this response because:

  There are several inaccurate statements being made about me due to the communication and numerous problematic issues at Carpet Planet .

  I have provided *********** Documents showing the amount I paid for all three floor jobs. Those Bank Statements also show the date I was finally reimbursed the Appliance Moving Fees & Vinyl Floor Removal Fees.I also provided all three Itemized Statements showing the over charges.

  Carpet Planet's Contractors, that did our floor work, have confirmed these are charges that need to be reimbursed because the materials were not provided and the Installation did not occur. One Contractor ( Kaysi ) talked directly to Carpet Planet's Owner, in person, about the over charges. Carpet Planet's Owner is aware our family has been overcharged for several weeks.

  I had to make numerous efforts to communicate with Carpet Planet because quite often they don't call, email or contact the customer back.

  Below are the Reimbursements that remain:

  1. Underlayment Material - Vinyl Floors
  2. Underlayment Installation - Vinyl Floors 
  3. Stain - Hardwood Floors
  4. Taxes - Hardwood Floor Labor
  5. Discounts - $200 Total - All Floors

  The reviews on Yelp, for Carpet Planet, showed 2 1/2 Stars & many of the same, similar or worse complaints by other customers. 

  Sincerely,
  
  ***************************