Complaints

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• Initial Complaint

  Date:08/24/2023

  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.

  Contact Carpet Depot to install carpet, scheduled appointment with company, they sent a representative by the name of ***. *** look over the area and took measurements, after leaving *** sent me the estimate shortly later. Because I didnt like the shown samples, I had my Brother that came into town to help me due to being confined to a wheelchair. He took me to the company to pick out the carpet, after picking out the carpet and going back in forth over the fact I tried to purchase at the discounted price special that was initiated when I was giving the quoted special discounted price and I had to stop in to pick out the sample myself. The didnt honor the discounted special that was discussed previous, so we won up, narrowing down a price that we both agreed upon. We had a date scheduled from that point on there were complications on narrowing down a date. because the date I was quoted it was getting pushed back thats not where the problem came in., the problem came in once they gotten here, previously I discuss with ***. Could they make area rugs out of some of the carpet thats in my closet he said sure talk to the guy once he come to you.. not to mention all the difficulty and problems. I had to make this work being in a wheelchair I had to sacrifice not been bathed stretch, or any Kaaris that day because they start too early and my nurses arent set up to come that early. Second problem. Once they got here they took up the closet carpet, which is the size of a bedroom and they cut the area rugs that we discuss. Unfortunately after doing that and destroying my carpet they tell me that the carpet that I purchase, they dont have enough of and we will have to do this all over again far as scheduling for more carpet. Initially they try to get me to pay for the mistake that they made and I told them your company made a mistake. Dont try to charge me for your errors. going back-and-forth, now they cant tell me when the other carpet will be delivered. I said thats unacceptable. I told them that you have my house in shambles. I had to pay people to move these things now youre telling me you dont know when you could put my carpet down I said thats unacceptable because Im doing too much to have this done and you cant even tell me when this will be completed or where I could put my house back together because now youre telling me is either deal with it or give me my money back after damaging my carpet now youre giving me a ultimatum take it or leave it. I tell the owner this is not what we agreed to and this is not how I should be treated and being in a wheelchair I cant have things all over my home and all you offering to do is give me my money back and remove the large items so my only choice is leave the rest of the things in place until I can find someone else to do it or pay people to move it back-and-forth. Once someone else come in to do the carpet I said that is not fair, there should be some type of compensation. He said Im not doing nothing for you. You could take your money and we could part ways after destroying my carpet going without bathing and stretching along with my nursing cares, and after telling me my fathers in a wheelchair I dont care about your wheelchair And I constantly had to point out what I have to go to. My life has nothing to do with your father or his condition or how he live to different situations and youre not gonna talk to me or belittle me or compare my life to your fathers. So at this point, I havent received my money back. They havent tried to compensate me in any way or fix the situation with my carpet just hung up in my face saying Im done dealing with you.. I have a video to show the damage I didnt take pictures, but I do have the video, but it wont let me upload it

  Business Response

  Date: 08/28/2023

  I'll type this out as best I can and I remember it. I will be attaching a statement from *** as well.

  First, my salesman did measure the house. He screwed up. No argument there

  Second, this discount he speaks about is an in stock only discount. It's on in-stock items only. The carpet he chose is special order, hence the wait to get it in.

  Third, *** never asked or told him he needed to pay more. Not once. As a matter of fact he told him we needed more carpet and that we were the ones that would be eating cost of the carpet, pad, and additional labor. On top of that we would have our installer move everything back to where it went until we could get the additional carpet.

  Fourth, we don't have any control over carpet manufacturers or their delivery trucks. This particular company only delivers to us on Tuesday, Wednesday, and Friday. The best we could do was tell him we were trying to get it in by Friday to come back out and do the job. 

  At this point is when *** asked me to get on the phone. He started out close to what is said above but what is left out is him yelling. That's fine. I get it. You can yell. It happens. Not often but I get the frustration when don't know understand what happened. What will not happen is you will not cuss at me or belittle my staff. That's when I will and did start yelling back. I repeated what I would do is get the carpet here but could not guarantee when or i could refund his money and we go our separate ways. The cussing kept going between "this is not how you do business", "you need to give more", "and your man made the mistake". I then asked point blank so is money what you are after? To which he replied "no, I'm very successful. I don't need your money." He then started in on his wheelchair and insinuated he needed special treatment because of this. He never mentioned to me one time about a nurse. Or bathing. Or whatever else he states he did above. He just wanted to yell and cuss. At this point I did tell him as someone whose father was in a wheelchair his using that was not going to get anything special. That's the only time I mentioned my father. He kept cussing and yelling and at this point I handed the phone back to *** and instructed him to get his credit card number and refund his money. I refuse to deal with someone like that. Again, yelling out of frustration I can deal with but you will not cuss me or my staff. 

  I then went about the rest of my job. He called back and told *** he wanted cash back plus compensation. So now it is about money? I instructed my installer to put everything back in place and leave. The customer then told *** he was calling the police(cops) and not to touch anything. While on the phone ***************** him also tell my installer he was calling the cops. He then called back again to have *** tell me I could come to the house with the cops. Not sure what or why that was supposed to be a good idea but there was never any consideration on my part to be there. What I will do now is dependent on him. We can take his call and refund the amount he paid, he can do a chargeback through his credit card company, or if this is not handled by the time I return from my vacation I will request a refund check from my bookkeeper which will be handled in **** days from request.

  This is a statement from my salesman ***:

  On Wednesday morning, I arrived to work and found out that there was a situation going on for one of the jobs that I was in charge of. After going to Mr. ******* house to find out what was going on, I returned to Carpet Depot and explained that the situation was based on seam placement. Our installer gave **************** the choice to have the carpet installed in a different way than I had anticipated. The customer liked the installers advice, however there was not enough carpet to do it that way. We told **************** that we would eat the cost of the extra carpet, however we did not have it in stock. At that point he said that he wanted to be compensated, because the people that helped him prep for the carpet job, had blocked his elevator, and he was trapped on the main floor until we finished the job. I apologized many times, and he told me that I was a good guy, but I did not understand the life of a handicapped man. He got loud and angry and asked if he could escalate the situation, and wanted to talk to the owner. At the end of **** and Mr. ******* conversation, **** had decided to refund *************** his money, and transferred the call back to me, so that I could give him the refund. **************** then hung up on us.  He called back a few minutes later, and continued to tell me that we were going to compensate him, and that **** had no right to treat him that way. I explained that we were already compensating him by eating the cost of the additional carpet, and trying to help him the best we could. Meanwhile, while this conversation was going on,********* was instructed to tell the installer to start moving the furniture back to where it originally was. I then heard **************** tell the installer to STOP and wait for the police. **************** then told me to have **** meet him at the house. **** had left the office temporarily to go to the bank or to measure. I told him that I would pass on the message, but that he was not here.He said ok, and we hung up. **************** called again a few minutes later, and said that he was still waiting, and that he was trying to give **** the "invitation" to be present for when the police showed up. I passed on the message, but that was the last I heard from ***************** 
  
  **************** has not called back to get his refund. He had paid $1706.03, and had a remaining balance of $485.68.