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Business Profile

New Carpets

Bachmeier Carpet One Floor & Home
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BBB Accredited BusinessA+Rated by BBB

Complaints

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:07/08/2024

    Type:Service or Repair 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.
    In late 2022 I renovated my kitchen, living room, dining room area, the stairs and hallway going up to the second level. I purchased luxury vinyl flooring from Bachmeier Carpet One, **********, **** and they did the installation. In July, 2023 I noticed that the planks of flooring were bowed and the end tab were popping up, in one area. I contacted Bachmeier and they sent the original installers to look at it. The installers examined the entire floor and noticed that the bowing and popped tabs were throughout the entire floor. ***********************, manager/owner, *********************, sales person, and company rep from the flooring manufacturer came and looked at it. There was no definitive outcome from that meeting.***** and I have been communicating, through emails, over the last year. He kept telling me he had not heard from the company. This past Spring he said that it had gone up to another level in the company, with no action. The first part of May, 2024 ***** said the company had hired an independent inspector to do an evaluation. No one has contacted me. On June 26, 2024 ***** sent me the following email:"I am still pursuing the upper management for your floor. I had a phone call on Monday. They were all getting together yesterday. There was a change over from reps and businesses right in the middle of all this and I don't think they knew who was doing what. I am still trying to get answers from them."I have heard nothing since then.The resolution to this problem is a replacement of the current flooring with a quality product to include installation. Should that not be possible I expect full compensation for the price of the flooring, and installation.Supporting documents available upon request.Bachmeier is a member of the BBB.I have been more than patient. This has been a very long and stressful situation.I appreciate any assistance you can provide.

    Business Response

    Date: 07/11/2024

    Once again, I have contacted the regional rep, via e-mail, this morning. I attached the comments directly to from the BBB site and informed him this is the first complaint, that I know of, we have had in my almost 30 years of business. I informed them I expect them to replace the floor including all labor needed to accomplish this. I have told them this before as well. Since they original company was bought out the service has been bad at best. My appologies and I am working on a resolution.

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

    Customer Answer

    Date: 07/14/2024

     
    Complaint: 21953316

    I am rejecting this response because:  Bachmeier Carpets does not want to give me the current market value of the vinyl flooring.

    I purchase the flooring in May, 2022, at $1.63 per square foot.  It was installed in October, 2022.  The problem with the flooring was brought to their attention in July, 2023.  Bachmeier did not file the complaint until December, 2023.  I have been in contact with ***************** by email since that time.

    At the time of purchase the Firmfit Ridge Core vinyl was $1.63.

    I researched current Firmfit vinyl flooring :

    Firmfit Intown $4.49 sq ft

    Firmfit Stateside $4.29 sq ft

    Firmfit Pro $3.29 sq ft

    Firmfit XXL $3.19 sq ft

    Total15.26 Average cost is $3.81

    This is a difference of per sq ft is: $2.18

    I should receive $1477.43 credit for new flooring.  This does not factor in the installation cost.


    Sincerely,

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

    Business Response

    Date: 07/16/2024

    I am not sure where these numbers came from. Cost of the product in 2022 was much higher than the $1.63 sq/ft. Price at the time of purchase was $6.01 sq/ft.

    One of my other staff members filed the initial claim on 11/15/2023. I then took over right after that. We had installers there to inspect it a few weeks before that date. This is according to the emails sent back and forth between ***** and ******.  

    There are plenty of products that will fit into this range. I let ****** know that I could show her products that would not be at any cost to her. 

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