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:04/30/2024

  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.

  Spoke with Rick one of the Coastal Tile Owners and he indicated that they were going to issue a payment for the drain repair. As of today we have not received payment and keep getting the run around. We had several tiles that were lipped and they repair some of them. There are two they having come back to repair. Very frustrating, thought Rick was going to take care of this quickly and issue the refund. Now we are getting no response.

  Business Response

  Date: 06/12/2024

  All repairs were finished. Check was mailed to the condo not his personal address. We did not have that information. That was communicated to him. He cashed the check on 5-29-2024.

• Initial Complaint

  Date:10/26/2023

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  June 2nd Coastal Carpet & Tile Carpet One (In Destin, FL) was hired to install a carpet that I purchased through them with the help of the sales rep 'Laura Lee'. Both Laura Lee and the installer came to my house to look at the project and assured my family the carpet would look 'amazing'. After the installer came over, Carpet 1 raised the install price by $500 (notice the two different invoices) to ensure it will be perfect due to the complexity of the job. The day he started, he told me he has never carpeted stairs before, and this was his last day on the job! He also told me that I will need to hire a carpenter to 'trim out' the stairs due to the fraying!
  
  When I brought this to the attention of the sales rep, Laura Lee, she came to my house and told me that she took responsibility and assured me that Coastal Carpet & Tile Carpet One would replace the carpet free of charge. The owner, Rick has refused to do so. When I reached out to Stanton Carpet (the manufacturer), they voided the warranty because the install was not correct. Ray Davis is the quality control at Stanton (see emails). Ray offered a discount to Coastal Carpet & Tile Carpet One as a way to help. Coastal Carpet & Tile Carpet One offered me a wholesale price towards a new carpet plus I'll need to pay for the install cost if I want to move forward replacing this. I believe I deserve a full refund as I did not receive the warranted carpet free of frays as I was purchased. The carpet looks like trash due to incorrect installation (bonding is required by the manufacturer - and was never even discussed at all with me) and is not 'looking amazing' as promised.

  Business Response

  Date: 11/08/2023

  ********* ******* came into the store after the carpet was installed on her steps stating that in her
  opinion, they were not done correctly and they were unraveling at the edges at which time I told her I
  would go and look at the problem. She said that she had been in my store 50 plus times.
  Before going to the house Lisa, one of our most experienced sales reps informed me that she
  had talked with Christine most of the times when she had come in and had told her that if she wanted this
  particular product the only way to prevent raveling was to have the edges bound.
  On her next visit she spoke with a different salesperson instead if Lisa. She worked with Laura
  Leigh who had no knowledge of any previous discussions that she had with Lisa. She then completed the
  sale with Laura Leigh using the carpet she was warned against using on stairs.
  On my inspection of the job the, I found that the carpet was installed expertly, though because of
  the style of carpet there was some evidence of raveling at some of the edges. I explained to her that the
  only way to stop the raveling was for it to be bound because it was a woven carpet. This style of carpet
  fabric is a lot like a sweater that is cut, it will eventually show signs of raveling. She replied that no one
  had informed her of that.
  I was then curious as to why she dealt with Laura Lee instead of her original store visits with Lisa
  since she had talked to her first. She said she thought they were the same person. There is no way
  possible to mistake one for the other, but this point can be argued all day.
  When we next spoke, I suggested that she could come pick out new carpet and we would split
  the cost of the replacement carpet and labor 50/50. She became angry about the offer and said she
  would have me talk to her husband.
  Mr. ******* seemed very understanding so I asked him call me to insure I was available to assist
  him pick out a new carpet when he visited next. Unfortunately, he came to the store without calling me
  beforehand and ended up working with Lisa. Though he was upset that I was not there, he took two
  samples home with him. He returned a few days later and pronounced that he could not find anything in
  our showroom. I reiterated my offer split the replacement carpet and labor at my cost. Whereupon he
  stated that they did nothing wrong and that deal would not work. I asked him what he wanted and his
  response was that he wanted a FULL REFUND and that they would go somewhere else. I explained to
  him that that was not possible.
  He said he had a problem with another store, Carpet One in Fort Walton Beach as well with a
  purchase of some LVT, but he chose not to pursue any relief, but with us he said he would do everything
  he could to get his refund. Maybe because we are both Carpet One stores, he felt that this is how he can
  recover any damages, but we are independently owned and operated.
  He then called the manufacturer and told them the carpet was bad. He called them so much they
  told me they would credit my cost back to the job. He then called our Carpet One headquarters to
  complain, to no avail. I called him and left a message that the manufacturer said they would credit the
  cost of the carpet which would reduce the cost of replacement. To this date he has not returned my calls.
  I am disappointed that he has taken this path and does not reply to any attempts to resolve the
  issue. I wonder if he paid another store to replace the LVT he mentioned he had problems with. At this
  point it seems that he merely wants a free carpet.

   

  Rick Owens
  Vice President
  Coastal Carpet & Tile Carpet One

  Customer Answer

  Date: 11/13/2023

  
  
  Complaint: 20785196
  
  
  
  I am rejecting this response because: The story is a lie.  My wife never spoke with this Lisa woman.  Perhaps Rick is mixing up my wife with another woman.  The sales woman came and inspected the job before hand.  She also sent the installer to my house a few days later to inspect the job.  After the installer's visit, the saleswoman updated the invoice and charged $500 more in installation fees to ensure a perfect professional installation job.  We didn't hesitate and agreed to the increase and the final job was far less than professional, but defective.  The warranty was voided by the manufacturer and the Carpet One Guarantee was denied as well, both for improper installation.  No mention of binding the carpet ever took place, and I would have paid ANOTHER $500 to do so if that was an option I was made aware of by the so called professionals. 
  
  
  
  Sincerely,
  
  
  
  ****** ****