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:10/07/2023

  Type:Service or Repair 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.

  Complaint Details: 1. On September 13th, 2023, I communicated with **** ********* from ‘Durango Tile and Carpet Store’ regarding defective tiles supplied and installed at my home. I proposed a settlement amount as a resolution. 2. I set a deadline of September 29th, 2023, to receive a response. Despite several follow-ups (September 29th, October 3rd, and October 6th), I experienced delays and a lack of timely communication from the business. 3. As of October 6th, 2023, there is no proposed resolution and and they are NOT upholding the terms and conditions of the tile warranty. Desired Outcome: 1. I seek a timely remediation and settlement consensus from the ‘Durango Tile and Carpet Store’,

  Business Response

  Date: 10/19/2023

  We have been in contact with the distributor from the time the issue was first noticed, and have been actively working to correct the issue. We have submitted the proposed settlement to the distributor and have been checking status on a regular basis with little to no response. Yes, this has taken a while due to the distributor not giving us an answer in a timely fashion, but all progress was relayed to the client as it arrived. The distributor has recently decided to send the claim to the manufacturer and *** ****** was informed of this on October 6th. We will continue to work with both the client and the distributor to resolve this issue. Once again, we are waiting on a decision from distributor and the manufacturer, and once we get their answer, we will take further action if needed. We seek to find a positive resolution for all parties involved.

  Business Response

  Date: 11/10/2023

  Dear Sir/Madam
  I am writing in response to the complaint submitted by *** *** ******* ** ********** First and foremost, I would like to express my appreciation for the opportunity to clarify the situation from our end.
  We understand *** ******' frustration and the inconvenience caused due to the issues with the tiles purchased from our store. It is never our intention to deliver anything less than the highest quality products and service to our customers.
  The defect with the tiles, as reported by *** ******, was an unexpected issue that we take seriously. Upon learning about this, we initiated contact with our distributor to resolve the matter. It is important to note that the fault lies in the manufacturing process, which is beyond our direct control.
  Despite the challenges, we have been proactive in handling this matter. We have been in constant contact with our distributor to expedite a resolution. Upon their decision to only credit the cost of the tile and freight we have employed our insurance company to help resolve the matter. After doing so, the distributor has passed our claim to the manufacturer.
  While we cannot issue a refund directly in the form of a check, we are fully committed to rectifying the situation. We are exploring all avenues to ensure that *** ****** is compensated appropriately for the inconvenience and the defective product. This process, however, takes time, and we are working diligently to expedite it.
  I want to assure you and *** ****** that there has been no lack of urgency on our part. The situation is complex, involving multiple parties, but we are committed to resolving it as quickly as possible.
  We kindly ask for *** ******' patience as we navigate this process. Our goal is to ensure that he is satisfied with the outcome. We are more than willing to keep him updated on our progress and will do everything within our capacity to rectify this matter.
  We value our customers and their satisfaction immensely and regret any distress this situation has caused *** ******. We are committed to upholding high standards of customer service and accountability.
  Thank you for your attention to this matter and for facilitating this communication. Please feel free to reach out if further information or clarification is needed.
  Sincerely,
  ******* ********* - General Manager - Tile and Carpet Store of Durango, LLC

  Customer Answer

  Date: 11/13/2023

  Complaint: ********
  
  I am rejecting this response because:

  Dear ******* *********,
  
  Thank you for your response to the Better Business Bureau regarding complaint ID #********. I appreciate your acknowledgment of the situation and your efforts to address it. However, it is crucial to reiterate the legal obligations of the Tile and Carpet Store of Durango and the urgency of resolving this matter within the specified timeframe.
  
  While I understand that the manufacturing defect lies beyond your direct control, the legal responsibility to the consumer does not. As the retailer, the Tile and Carpet Store of Durango has the duty to ensure that the products sold are ‘fit for purpose’. Under the Colorado Consumer Protection Act, consumers are protected against the sale of defective goods and are entitled to seek redress when those standards are not met. This principle holds regardless of the complexities involved in the supply chain. Additionally, I’d like to reiterate Under the Colorado Consumer Protection Act (CCPA), consumers are safeguarded against deceptive trade practices, including the sale of defective products. 

  Your commitment to resolving the issue is noted. However, the ongoing delays since our first notification of the problem to our contractor on April 19th, 2023, have caused significant inconvenience and financial strain. It is important to stress that our business transaction was with your store, making it your responsibility to ensure a satisfactory resolution.
  
  As stated in my previous correspondence(s), and in line with the consumer rights under Colorado law, I demand that this matter be resolved by November 17th, 2023. This deadline was ‘previously’ set to prompt a timely resolution and to prevent the issue from being drawn out indefinitely.
  
  Failure to meet this deadline may realize further legal action. This action may include, but is not limited to filing a lawsuit, seeking damages pursuant to the provisions of the Colorado Consumer Protection Act (CCPA), codified at §§ 6-1-101 to 6-1-115, C.R.S. This Act provides recourse for consumers who have been subjected to unfair or deceptive business practices. Given the circumstances of the sale and subsequent handling of the defective product in question, it is my belief that this situation falls under the purview of the CCPA. Therefore, I may pursue all relevant damages, remedies, and relief as provided for under this Act.

  I urge the Tile and Carpet Store of Durango to take immediate and effective steps to rectify this situation within the stipulated timeframe. Please understand that while patience is a virtue, it has its limits, especially when consumer rights are at stake.
  
  I look forward to your prompt action and resolution of this matter.
  
  Sincerely,
  *** ******

  
  
  
  
  Regards,
  
  *** ******

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]