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:09/03/2024

  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.

  Carpet with lifetime warranty installed May 2023. April 2024 I contacted Iskalis to advise there were spots and wear showing on the carpet they advised to get it professionally cleaned which cost me $377. from Optimum Carpet Cleaners who advised the spots were reverse pile and not dirt. I sent the info to Iskalis who sent an inspector out 5-31. who advised the spots were wear but not the responsibility of the manufacture. they refused claim twice then offered to replace the carpet with "equal weight and quality" but would not pay for the install which would cost me over $1,000.. I asked for more information and the manufacture to contact me directly July 2024 and never heard back. This is new carpet and shows a lifetime warranty from Dreamweaver Engineered Floors ************* sales). This carpet shows a lifetime warranty and should not be showing wear after less than a year. I can't sell the house with the carpet showing the two large dark spots and shouldn't have to pay for something under warranty. I live alone the dog I have was adopted November 2023 and did not contribute to these stains. I should not have to pay to have the current carpet removed and the new installed.

  Business Response

  Date: 10/22/2024

  Thank you for sending me Mrs ******* claim. This carpeting was installed roughly 18 months ago and there was no issue with the installation.   What I can tell you is this client called complaining about a defective carpeting. The carpeting did not have any spots on it when we intially installed the carpeting.   The information she was being given was by a carpet cleaner and not a certified inspector.  So in order to address her complaint, we hired an independent carpet inspector(at my cost) who I believe was Lances Professional Installation & Inspections.  ***** is a master mechanic and certified flooring inspector.  He is the same person that the carpet manufacturers hire directly when issues arrive.  ***** went out to inspect the area in question and deemed the carpeting non defective.  Mrs ****** did not accept the independent inspectors conclusion.  So what we did next was bring in the manufacturer in  to help out.  They were willing to offer Mrs ****** new carpeting and not cost.  All she had to do was cover the cost of installation and she would of received brand new flooring.  She rejected this offer as well as her complaint states.  So after rejecting the independent inspectors conclusion and the manufacturers offer there was nothing left for us to do.  These are the normal steps that we have to follow once a claim arises.   So she decided to contact the BBB and here we are today. 

  Customer Answer

  Date: 10/27/2024

   
  Complaint: 22224423
  
  I am rejecting this response because I am not seeing any offer.  What I will accept is for them to remove and replace with the same carpet and color the hall area where the issue is.  This area is roughly 7.5 feet wide by 23feet long (but will need to be measured).  I feel since they are not replacing all the carpet the install should be included with this offer.  
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 10/28/2024

  This claim is now over a year and half old.  I am not sure the same carpeting is even made.  This client should of excepted the off from the manufacturer back then.  The manufacturer has since closed out the claim because there offer was rejected by Mrs ************* This offer was an olive branch since the independent inspector found nothing wrong with the original carpeting.  Unfortunately, at this point there is nothing more I can do since Mrs ****** rejected the original offer and now the claim has been closed.  

  Customer Answer

  Date: 11/01/2024

   
  Complaint: 22224423
  
  I am rejecting this response because when I asked Iskalis American Floor Show and Dream ****** what the carpet they were offering as a replacement they never responded what carpet they were replacing it with so I could research.  Now that I asked for just the area where the defect is to be replaced they are saying they are not sure if this carpet is still made.  If they sell it why can't they confirm?  All they had to do is replace the carpet in the area that the defect is.  The claim was made in the 11th month on the warranty there is clearly something wrong with this carpet and I already had to pay a professional carpet cleaner to process the claim then they wanted me to pay for install.  This is not the only complaint for this brand with the BBB. 
  
  Sincerely,
  
  ****** ******