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:02/13/2024

  Type:Billing 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.

  I called the company on scheduled them to come out for an estimate on a carpet stretch on or about Feb. 6, 2024. They said they would call when they were on their way. They got to my house and rang the bell but my husband, who works from home, (in the home office in our lower level) did not hear the bell, they left and put their card in the door. As soon as they pulled away my husband called them to say he was home and apologized and they rescheduled the appointment. The rescheduled estimate appointment took place on Feb 12, 2024. The owner gave my husband an estimate to re-stretch the carpets and the price was higher than we could pay so we thanked the owner and he then informed us there was a 50.00 service fee. This service fee was never discussed or never told to us prior to either visit. My husband questioned the fee and the owner became very irate and told my husband it was money for gas. My husband felt very uncomfortable with the demeanor of the owner and gave him the money. We then checked his card and website and no where does it say there is a service fee for any estimates and this was never disclosed to us prior to this visit either time. We feel the owner was mad we did not hire him and so he made up this charge. We also spoke to other who used him in our complex and they said that they never paid a service charge for their estimates.

  Business Response

  Date: 02/14/2024

  Dear Customer,
  I apologize that you felt the need to falsify information to try and harm a small family owned business. On 2/2, I set an appointment for 12 noon for the date of 2/6, to which I never promised to call back, since it was only a few days away. The $50 fee was because I needed to come out for the estimate twice, a 40 mile round trip. I was left to wait the first trip for almost a half an hour. No one answered the door or the phone (our office received a call an hour and a half after the appointment). Since it was never canceled or postponed the day of the initial appointment and I requested a service fee, but Never demanded cash, as we accept checks.
  My estimate was based upon moving your furniture, to do the job correctly the first time, with a lifetime guarantee.
  I apologize if your significant other felt threatened by my calm and non-confrontational demeanor, I only explained why the fee was requested. I never raised my voice, nor was I ever aggressive or irate, as I was very professional.
  Please know that there are not many carpet repair men in this area and I am referred by 5 carpet stores as well as 9 carpet cleaners and 2 rug repairmen. I have been in business for over 25 years, and Never received a complaint.
  I am willing to go outside of my company SOP and refund the money of $50, since you feel my time, gas and worker should not be compensated for 2 trips. I am not confrontational in any way, that I am willing to do this the one time.
  Well wishes, and best of luck in all your endeavors.

   

   

   

  Steve H***** 

  Strictly Carpet Repairs

  Business Response

  Date: 02/14/2024

  Dear Customer,
  I apologize that you felt the need to falsify information to try and harm a small family owned business. On 2/2, I set an appointment for 12 noon for the date of 2/6, to which I never promised to call back, since it was only a few days away. The $50 fee was because I needed to come out for the estimate twice, a 40 mile round trip. I was left to wait the first trip for almost a half an hour. No one answered the door or the phone (our office received a call an hour and a half after the appointment). Since it was never canceled or postponed the day of the initial appointment and I requested a service fee, but Never demanded cash, as we accept checks.
  My estimate was based upon moving your furniture, to do the job correctly the first time, with a lifetime guarantee.
  I apologize if your significant other felt threatened by my calm and non-confrontational demeanor, I only explained why the fee was requested. I never raised my voice, nor was I ever aggressive or irate, as I was very professional.
  Please know that there are not many carpet repair men in this area and I am referred by 5 carpet stores as well as 9 carpet cleaners and 2 rug repairmen. I have been in business for over 25 years, and Never received a complaint.
  I am willing to go outside of my company SOP and refund the money of $50, since you feel my time, gas and worker should not be compensated for 2 trips. I am not confrontational in any way, that I am willing to do this the one time.
  Well wishes, and best of luck in all your endeavors.

   

   

   

  Steve H***** 

  Strictly Carpet Repairs

  Customer Answer

  Date: 02/14/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  **** *****

  Customer Answer

  Date: 02/14/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  **** *****