Complaints

This profile includes complaints for Carpet One Floor & Home's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Carpet One Floor & Home

  1609 SW 17th St STE 500 Ocala, FL 34471-1224

  
• 

  Carpet One Floor & Home

  940 Bichara Blvd The Villages, FL 32159-7714

  

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:05/29/2025

  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.

  Carpet One was contracted to replace all of the carpeting in my home. The cost of the project was $3900.00. The project was completed in the last week of November. About one week after when I first vacuumed I saw a spot of glue in the hallway and called to report it. Since then, they have had three service managers, each of which have failed to return my calls and lied to me. After the second ****** took over, he did arrange for the installers to come back. They were unable to remove the glue with solvent and CUT THE SPOT OUT WITH A SCISSORS! They said that was the best they could do. I called the owner to say that this was not acceptable. I told manager #2 that I wanted the hallway carpet replaced. He said I would have to pay $250. He was going to call the factory to see what could be done. He never called me. I went to the store 5/22 and met manager #3. He assured me that he would handle it and call me the next day. No surprise - I have not heard from him. It would probably only cost the store $100-$150 to replace the small amount of carpet needed. They are just being very nasty.

  Business Response

  Date: 06/13/2025

  We originally provided flooring for ***** **** back in 2014 to provide resilient floor covering. We contracted a second time with ***** **** to provide carpet and professional installation in November of 2024 and satisfactorily installed the carpet on 12/04, please see attached Completion Certificate of Satisfaction which was signed by ***** **** the day after the installation.  I have also attached a copy of the signed contract which clearly states the balance is due upon completion,but we were challenged to collect the balance for our completed work for a full week. Please also see attached the final credit card payment to pay the outstanding balance which was finally paid on 12/12/24.  It should be noted that even after ***** **** signed the Completion Certificate of Satisfaction and did not pay the balance due for over week nothing was ever mentioned about a spot in the hallway.  When we were notified by ***** of an issue our operations manager inspected the job,  sent the original installer to inspect and attempt to repair but the glue she describes was not something our installer would have used glue in that location and was not there when we completed the job since it is very obvious and must have happened a long time after the original installation.  ***** continues to reach out to anyone in our company she can complain in an effort to get a different answer since we have informed her that it was not a warranty issue but could be replaced with a pay item repair.  We do not feel it would be appropriate to make an installer perform a repair for something that he did not do, especially since it has been months since the original installation.  Carpet One Floor & Home takes great pride in offering our customers the very best value as well as the very best warranties in the entire industry including a Beautiful Guarantee, which simply states We promise that you will love your new flooring or we will replace it for FREE, including installation.  ***** **** had a full 30-Day Beautiful Guarantee but never mentioned an issue during the first month following the installation. It appears to be very obvious that whatever was spilled on the carpet happened after that time and was not done by our installation crew.  

  Customer Answer

  Date: 06/24/2025

   
  Complaint: 23394053
  
  I am rejecting this response because there are many inaccuracies in the response. I did not "reach out to anyone" as they stated. They have had three operations managers since December. Each said that they would help and did nothing. The store's response was probably written by the most recent one who was definitely no "up to speed".
  The installation started on 12/4 and was completed on 12/5 when the certificate was signed. When the installers left, they forgot to hang a door. They did not have me sign anything and they did not mention a balance. The store sent a man later to hang the door and bring the certificate to be signed. Again, no mention of a balance. Per my phone log, the first call from the store was 12/12 at 4:08. A **** charge was emailed to me and I signed it electronically at 7:37. They were NOT, as they said, "challenged" to collect the balance. It was the next day when I was vacuuming for the first time that I saw the spot. The spot was NOT "very obvious" as Carpet One stated. It is a small spot in a dark hallway. It was either a spot of glue or melted fiber from the iron. It was hard, not a stain. The spot is only three feet from where they were gluing the hall to the completed bedroom. It is a very likely place where equipment or feet would have been. On 12/13 at 2:22 I called the store to report the spot. They returned my call on Monday and arranged for ***** to come. He took a picture and assured me that he would look into it. When I spoke with him at later times he only made excuses for why nothing was done.                                                                                                                                  At some point, I was told that ***** was fired. As I recall, *** was the name of his replacement. He made an appointment for the installer to come. The visit was delayed a month because the installer was in the hospital. Per my calendar, they came on 4/7. They cut out the spot with a scissors and said that was "the best they could do". I told *** that this was unacceptable. He said that they could not replace the carpet because the color would not match, I told him to order a sample from the factory. He said that he would and I never heard from him. He also no longer worked for Carpet One. When I stopped at the store two times to talk to the owner he was always out of town. The next time that I stopped I was told that ******* was the new operations manager. He said that he would look into it right away and call me the next day. He never called.                                                                                                                                                                    Carpet One's failure to correct their mistake will cost them a lot more that a strip of hall carpet. My neighbor will not be calling them to replace all of the flooring in his ***** sq. ft. home. At every opportunity, I negatively "advertise" Carpet One. I have probably reached ***** people already on various social websites, at group gatherings and via emails.                                                                                                                                                                                                                                                                                                                                         

   

   

   

   

   

   

   

   

   

   

   

  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:06/10/2024

  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.

  Hired Carpet One **** Gilbert owner. He had company Elite Floor Crafters install our tile owner *********************** and his brother. All was beautiful then months later tile started popping loose and chipping everywhere throughout the house. We have no children so its not from mis-use. Called and went to store asking for **** numerous times. My husband finally talked to him. He said he would send someone out. Well he sent the installers of tile. Elite Floor ***********************. ************* did say it was really bad. He took numerous pictures of tile popping up. Said he had an issue or two with carpet one owner **** but would not elaborate. Found out that our house was not measured properly and we were severely over charged for this additional square feet. Owner ************* from Elite Floor left said he would let **** know what he found. To date no one else has called and **** not returning calls. Also we had two inspectors **** and ********************* came to our home. Would not give us a copy of report but took pictures and told us tile was not good. They are from ********* FL. Phone ************. We called them twice but they said they could not help us. Please help us with this tile. I fell went to Ocala Orthopedics at 7 am one day had X-rays both knees were big as melons. Had a brace put on my leg and crutches. 99 year old Dad has fallen twice thankfully not injured severely but any day he could have a fatal fall. We did see an attorney. They want $20,000 up front we could not do that. She did tell us to focus on Chapter 558 in any letters we write. This is horrible. Its so bad you cant help tripping constantly. The pictures show a bit but you must see in person to really see how bad the tile is. Please help us and help this company do the right thing.

  Business Response

  Date: 06/17/2024

  *************************** purchased flooring from ********************** One Floor & Home in November of 2022, please see attached signed contract.  The professional installation was completed on 12/09/22, please see attached "completion to satisfaction" form signed by customer accepting the job to satisfaction.  I had personally inspected the job both during the installation and after the completion since it was a new product in our industry.  I received a call from **************** on 05/10/2023 threating to sue ********************** One since he believed we overcharged him and told him he needed to buy more materials than needed for the job etc.  This was obviously a bogus claim since ********************** One Floor & Home uses a professional estimator and a software called "Measure Square" to accurately calculate every job.  I returned his call and explained all this with his continued accusations and threats.  ****** called again in June 2023 stating that the floor was breaking at the edges and a formal claim was filed with the manufacturer and distributor A&M Supply, who sent and independent inspector to the sight to determine if there was a problem.  It appeared there may have been some abuse of the flooring including rolling loads which is specifically addressed in the warranty and void the warranty since it can break the locking edges, but the manufacturer agreed to supply product for an attempted repair and the inspector stated that the flooring was installed tight to edges which would be an installation warranty covered by Elite Floor Crafters - *************** whom installed the flooring.  I called *************************** on 08/01/23 to discuss the inspection report and let him know the current availability of the product was on back order.   On 08/14/23 *************************** sent a crazy notification through our online lead request sight stating they wanted a full refund and how they never heard from anyone at ********************** One etc. along with numerous threats.  We responded via email stating again that the product was back ordered, and we would reach out when materials were received.  09/06/23 received another crazy email from *************************** stating to ONLY contact him via email, which I responded to again.  We received product in January of 2024 and I scheduled with ****** for our installation technician to go to the home on 01/22/2024 after ****** finally agreed to let us into the home and provided an available date.  When the installation technician went to the site no one was home and the repair had to be rescheduled due to an emergency per the customer.  It was rescheduled for 02/12/24 when the technician inspected the job he felt that the spacing for expansion was sufficient but additional damage was found which could not be repaired with the 3 boxes we had ordered and took to the sight so additional material was ordered.  Received another call from *************************** on 03/05/24 inquiring about product and I returned his call to inform that it was still on back order due the manufacturing facility had been moved.  On 06/12/24 I left a message for *************************** that he returned on 06/14.  I informed him that I had located some material, and we would like to schedule a repair which I still have not received a date that they would be available.  I believe it is very obvious that we have a very precise operating system that tracks all incoming messages with date/time stamps and all calls are returned so I take offense to the customers statements about me always being gone on vacation (I wish) and about phone calls not being returned.  This particular customer has been challenging to communicate with but as always, we will continue to strive to provide stellar customer service and take care of a situation which does not appear to be a warranty related issue but abuse of the flooring outside the parameters of the warranty.  

• Initial Complaint

  Date:02/11/2024

  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.

  Date of Transaction - 3/21/22 Carpet One Floor and Home committed to the removal of our existing laminate floor, installation of LVP and new base boards, move and replace furnishings. Cost $13,641. This quote did NOT have a concrete sealer or moisture barrier included.Dispute: Carpet One is unwilling to resolve our flooring failures, denies any Installation failures per manufacturers guidelines, and basically says that its a moisture issue and there is nothing they can do about it. Why wasnt the moisture issue discussed prior to the floor being installed? Only until there were noticeable problems was it ever discussed. They made several attempts to appease us but did not stand by their installation is guaranteed for the life of the floor. Management recommended we submit claim to our ******************** for the moisture issue; they had also given us another quote of $13, 521, which included a concrete sealer, to fix the problems. Upon both claims being denied by our ******************** companies ******* and Tower Hill) based on the fact that there was evidence of moisture and that the Manufacturers Installation Instructions stated that a moisture barrier was REQUIRED during install. Carpet One failed to acknowledge this error and meeting with **** Gilbert, he had no recommendations to assist us. ************************* finally suggested the installation of porcelain tile as an option, which **** was to get back with us with further options. At no time did he try to make things right with us.Our home is 20 years old and our previous laminate flooring had no moisture issues.Although we have tried to work with Carpet One, the communication issues, follow up calls, and customer service have been terrible. They are unwilling to stand by their warranties and guarantees.************************* ********************************************************************************* Quote #: ***** 3/21/22 at ************ Carpet One location Installation date: 5/12/22

  Customer Answer

  Date: 03/05/2024

  The owner of the store is:  

  **** Gilbert

  Please try this email for further communications:  *******************************************

  Business Response

  Date: 04/23/2024

  Please see attached documents with full explanation of status. 

  Business Response

  Date: 04/23/2024

  Business

  Most Recent Message

  Date Sent: 4/23/2024 2:57:45 PM
  Please see attached documents with full explanation of status. 

• Initial Complaint

  Date:01/04/2024

  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.

  We hired Carpet One to install a backsplash in our kitchen. The installation was was done on December 14&15 2023.The installers truck leaked transmission fluid on our driveway and stained an otherwise perfect driveway. The installer also set up his wet saw in our landscaped yard and to close to our house which stained our lanscape rocks and pavers and our house house with tile dust. Two attempts to repair the damage were made and both failed. Carpet One has stated that is all they are willing to do leaving us with a stained driveway, house and landscaping. We have tried to be reasonable every step of the way. We think the least expensive resolution to restore our driveway based on our research will be a coating that will cost us $2500, and a $500 power washing of our house and the landscape pavers that were stained. We do not think it's fair to us as consumers to have to incur the cost to restore the appearance of our property to what it originally was, due to Carpet Ones negligence.

  Business Response

  Date: 01/22/2024

  Business

  Most Recent Message

  Date Sent: 1/19/2024 10:52:12 AM
  

  Carpet One Floor & Home contracted with ******************* to supply materials and labor to install a small backsplash for $1710 (see attached singed contract).  The customer changed the layout of the tile to a herringbone installation pattern after the installer arrived on the *******, and although this is a much more expensive installation requiring additional time and materials we proceeded and completed the job at NO additional charge to the customer since it was not specifically documented.  The customer allowed the installation technician to park in the driveway all day and later found a spot of what he described as transmission fluid which he first attempted to clean himself with his own pressure washer.  The customer notified our operations manager of the spot and although the professional cleaners stated such ca spot should always be pre-treated prior to pressure washing Carpet One paid a professional to do the best job possible to clean the remaining residue.   We believe Carpet One has acted professionally and responsibly and should not be liable for the $2500 driveway coating suggested. 

  Sincerely,

  **** Gilbert

• Initial Complaint

  Date:05/23/2023

  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.

  Unprofessional to say the least. They collected up front, didn’t finish the job, refused to call or email me back for months. Then the owner, Gary, had the nerve to threaten to call the police and charge me with a FELONY when I simply disputed PART OF the credit card charge that they insisted on Collecting UP FRONT. I would love to see them in court.
  
  If you don’t like bullies, avoid these people. I won’t be threatened into paying in full for a job half finished.

  Business Response

  Date: 06/01/2023

  Carpet One Floor & Home supplied materials and labor to complete our contractual agreement on 12/28/22.  Please see attached fully documented signed paperwork including the contract, "get ready" form, credit card authorization for $7582.80, signed completion certificate of satisfaction, emails authorizing charges and work etc.  We have an elaborate and detailed operating system to keep track of every job and all communication from customers and never heard a word from this customer until we were notified by our credit card processor that she had complained and requested a $4500 refund, which they gave her since she provided them inaccurate information including an "un-signed contract as well as stating that we did not provide the proper materials when in fact the only thing not completed was the installation of the vinyl cove base at her request since she changed her mind and wanted to do something different.  The cove base value is approximately $150 and we did additional labor to remove trim that she authorized the additional $175 labor which was never paid.  We were advised by the credit card processor to contact the local Sherriff department since this could be a felony credit card fraud case.  Details available at incident report #**********.  I personally contacted **** ****** and stated that if she would reverse the credit card claim I would personally meet her at the jobsite and make certain she was happy with everything, but she refused.  Carpet One's quality control manager was on site 12/30/22 and took pictures of the completed job and documented any concerns.  The installation technician was on site on 3 separate occasions to verify completion to satisfaction.  The only issue remaining is the customer chose the least expensive option of the 5 proposals and is now not happy with the cove base selection which we woudl be happy to sale her something else and provide professional installation services, but she refuses to accept calls from our management team and has fraudulently stolen $4500.  

  Customer Answer

  Date: 06/01/2023

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

  This is the exact type of response I received on the phone from this business, just like they did on the phone. Not trying to actually finish the job, simply trying to threaten me with 'criminal' penalties and a 'lien' on the house (which they can't legally do) because we made the mistake of paying UP FRONT for work that was never completed. There is no way that an entire house full of baseboards is only $150 like they claim.

  They did call the Sheriff's department - and the deputy called me. The deputy told me, just as I have maintained, that this is a civil matter. 

  I submitted detailed photos, emails, text messages and other evidence to support my claim to my credit card company, and after reviewing everything sent from both sides, they decided in MY favor. CaroetOne completely ignored all of my attempts to get the project completed properly for FOUR MONTHS. Now that the credit card has reversed part of the charge, they magically started communication with me...only to threaten me!

  
  It's a civil matter - I'll happily meet CarpetOne in court - if they really want to take advantage of a CHARITY that badly, we have attorneys that will represent us Pro Bono. We will let a judge decide, I'm not worried.

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

• Initial Complaint

  Date:11/22/2022

  Type:Customer Service 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.

  Submitting for documentation incase issue persists.
  
  I had a carpet installation scheduled for October 24, 2022. I woke up that morning with a fever of 102, headache, nausea, ********, body aches. I notified Carpet One at 6:27 A.M. I was sick and it would be best to reschedule. Carpet was rescheduled for November 7, 2022.
  
  On Nov 7 (one day before mid-term elections), the carpet installer arrived in a beat-up dingy greenish rusted out van. Upon entry to my home and after a casual exchange and short version of why I bought this money pit, the installer lectured me about COVID being a conspiracy, global inflation caused by democrats, and hordes of immigrants coming unchecked across the southern border daily. And then he challenged me in my own home to prove him wrong. I did not encourage or start the conversation. I suggested it would be best if the tech finished his job and leave as I wasn't interested in debating.
  
  I informed Carpet one I wasn't pleased with them sending over a nut to install my carpet. The carpet got installed and the tech left without additional incident.
  
  On Nov 21, 2022 I received a surprise bill from Carpet One for $120.00 without explanation of the charge. I inquired with the carpet rep and was informed new management was billing me for the cancelation. I was never informed of this policy when I cancelled. I also have no paper work what so ever from the time of sale indicting such conditions. Further more, I probably had COVID and was certainly contagious on the day I cancelled. This suggests Carpet One prioritizes sales over safety. I did the right thing by cancelling to protect people and I got penalized. Carpet rep said I was not responsible for the cancelation fee and she would take care of it. She was helpful. However, between the creepy unprofessional carpet tech, the suspiciously deceptive billing (no explanation of fee), and Carpet One's poor judgement concerning safety, I won't be using them again. I absolutely do not trust them.
  

  Business Response

  Date: 12/23/2022

  Business Response /* (1000, 5, 2022/11/22) */
  We do not have a customer Edward Morrow. If you look at the invoice it is from Rochester, MN. We are in Florida. Please remove this complaint and send to the correct Carpet One location.