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Business Profile

New Carpets

Great Lakes Carpet & Tile, LLC
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Great Lakes Carpet & Tile, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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Great Lakes Carpet & Tile, LLC has 5 locations, listed below.

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 0 complaints closed in the last 12 months.

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    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.

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    • Initial Complaint

      Date:02/08/2023

      Type:Customer Service Issues
      Status:
      Answered
      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.
      They refused to show us the original invoice on 12/30/22 stating the amount of carpet ordered, and the cost per square ft. for carpeting and pad, as well as the cost of installation. Instead they gave us a “doctored” invoice dated 2/6/23 which showed a discrepancy in the amount of carpeting ordered.
      The manager said the clerk (who is a relative with the same last name) originally ordered 15’ by 19’, but he increased it to 15’ by 21’. Yet the length of the carpet going in the same direction without any seams was 23’ 4” which means they ordered a 15’ by 24’ carpet. This is shown in both their drawings and our measurement. We ended up with a remnant of carpet measuring 9’9” by 10’9” which they would not take back and give us a refund for.
      They expect us to pay for a large amount of additional carpeting that we do not want or need.

      Business Response

      Date: 02/08/2023

      The original charge was for a 15x19 of the carpet. The sales manager reviews all orders before they get ordered. He chose to increase the amount of carpet at N/C to the customer to make sure the job would be done to industry standards. Mr A**** has tried to discuss this with the customer and has also requested to sit down and go over everything in detail. The left over carpet is free to them since they were never charged for it and if they would sit down with Mr A**** he can explain it to them so that they fully understand what they were charged for.  

      Business Response

      Date: 02/13/2023

      We have no problem with giving you paperwork and also showing you how we measured the area and meeting to take care of this. All we are asking is that you let him meet with you and he can give you anything you want to see. The price that was agreed on prior to ordering is exactly the price we are asking you to pay for.

      Customer Answer

      Date: 02/14/2023



      Complaint: ********



      I am rejecting this response because:
      I am waiting for an email with Great Lakes’ original invoice/work order to Mohawk from 12/30/2022 as well as the delivery invoice from Mohawk on 1/10/2023.  These invoices should include the exact measurements ordered for the carpet and the pad as well as their costs and the cost of installation. Our lawyer wants to see both invoices. 

      The attachment is the invoice that Denise A**** sent us on 12/30/22. Our last name is spelled incorrectly in both places and it is not signed by either of us. It also does not give the measurements that were ordered. 

      Sincerely,



      ****** *******

    Great Lakes Carpet & Tile, LLC is BBB Accredited.

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