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Business Profile

New Carpets

Potomac Tile & Carpet, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in New Carpets.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint 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:11/12/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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 had tile installed in our kitchen as a backsplash. We picked the tile out and was given details about the installation as far as color and type of tile. We picked the color of grout to be used. The tile was installed but no one said anything about the type of grout that would be used. They used a sanded type of grout that is rough looking. As soon as we noticed this we talked to the installer and he said he may be able to come back and fix it. We called the company and was given a long reason as to why they use this type of grout but no fix. I have talked to **** one of the owners and he so far will not help. Sometimes he does not call back. We feel that we should have been given all of the details and an opposition.

    Customer Answer

    Date: 11/14/2024

    We have a balance of $1250 on this contract that we have not paid. The tile was installed but it is the grout part that we are complaining about. I spoke the other day to ***** and he is suppose to get back to me. We withheld the payment hoping to get this problem fixed. What do you think?

    *** ******

    Business Response

    Date: 12/09/2024

    Customer did not like the premium grout that has been our exclusively used product for approx. 15 years. The grout type used has eliminated all of the issues associated with old style grout. When in contact with the customer I told them that we would need to test a sample of grouted product with using the old-style grout over it. Ordered the product and did the test. The repair was modified at the job/service call with the customer and the installer and was corrected. Customer paid the balance and was satisfied. Patience in the process was the only issue. 

    Customer Answer

    Date: 12/09/2024

    Our issue was we didn't like the grout at our job.  We picked out the color but were not and most importantly never told nor shown the difference that it was a quartz based product unlike what we were used to. We had our house recently built and smooth was done in all their homes.  This w as not brought to our attention. In trying to rectify this matter numerous calls were made but never returned, so the matter continued to drag on.  Finally the salesman returned a call with his solution.  He stated that the installer was bringing the sample and that they were only going to go over the current grout and if we didn't want that we were done.  Also, if we chose that no warranty was available to us.

    The installer arrived showed us the sample of which you could take your finger and when pressing on it the top grout came off.  At that point we chose not to have that done.  He then asked what would work for us.  We stated removing the quartz grout and putting in the smooth grout.  If that was something he was aloud to do.  He stated he would do whatever would make us happy.  So, he removed all the old grout and put in the smooth.  It looks amazing!  We were very satisfied with our installer on all encounters.

    Customer service and response from owner and salesman were not that of a job well done to say the least. 

    BBB:  Thank you all your help.

     

     

    Customer Answer

    Date: 12/10/2024

     
    Better Business Bureau:

     Our issue was we didn't like the grout at our job.  We picked out the color but were not and most importantly never told nor shown the difference that it was a quartz based product unlike what we were used to. We had our house recently built and smooth was done in all their homes.  This w as not brought to our attention. In trying to rectify this matter numerous calls were made but never returned, so the matter continued to drag on.  Finally the salesman returned a call with his solution.  He stated that the installer was bringing the sample and that they were only going to go over the current grout and if we didn't want that we were done.  Also, if we chose that no warranty was available to us.

    The installer arrived showed us the sample of which you could take your finger and when pressing on it the top grout came off.  At that point we chose not to have that done.  He then asked what would work for us.  We stated removing the quartz grout and putting in the smooth grout.  If that was something he was aloud to do.  He stated he would do whatever would make us happy.  So, he removed all the old grout and put in the smooth.  It looks amazing!  We were very satisfied with our installer on all encounters.

    Customer service and response from owner and salesman were not that of a job well done to say the least. 

    BBB:  Thank you all your help.

    Sincerely,

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

Potomac Tile & Carpet, Inc. is NOT a BBB Accredited Business.

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