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Business Profile

Flooring Contractors

Value Carpet One
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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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Complaint type

  • Initial Complaint

    Date:02/14/2024

    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.
    Purchased ********* ***** LVP from Value Carpet 12/10/19; which came with a Lifetime Residential Warranty; flooring starting to buckle in several areas; contacted Value Carpet and Mr. D******** came out; inspected the flooring prior to Thanksgiving; each conversation amounted to how strong and durable the LVP was and nothing could be wrong with it; from the conversations regarding the problem and addressing/ taking care of the problem it appeared that it was something that we as the homeowner did to cause the problem; attempted to contact several times with negative results; actually made contact in December; was informed that ********* had went out of business or something to that effect and he was waiting to hear from someone; not sure who; to see how to proceed; actually received a follow up call that evening; the last contact was in early January; after he distinctly told me he would get back with me; integrity non-existent; it is now the 14 th of February; no follow up; issue initiated prior to Thanksgiving.
    I have been a customer of Value Carpet since 1996; during the initial building of my home and through the years all of my flooring; tile; counter tops and back splash up grades was done through Value Carpet; never a problem with sales or customer service until now; if a problem occurred; it was addressed . I need my flooring issue addressed.

    Business Response

    Date: 03/04/2024

    In response to this complaint, the
    floor in question which was installed over an existing floor has a one-year installation
    warranty through our company. ********* had a limited lifetime residential
    warranty. Unfortunately, ********* has gone out of business and those warranties
    are no longer valid through the manufacturer. This is no fault of our company. We
    have explained to the plaintiff that ********* is out of business. We also
    explained after the examination of the floor that it appears that subfloor is rising
    which has caused the floating floor to rise. One solution would be to unlock
    the floor and check the subfloor for issues. If the locking floor is damaged by
    the subfloor there is no replacement flooring since the manufacturer is out of
    business. We are willing to unlock the flooring and check the subfloor. If the
    locking system is compromised by the subfloor this is not an installation issue
    and we cannot be responsible for the replacement of the floor. We are willing
    to pull up the flooring and fix the subfloor and reinstall the flooring only if
    the existing flooring is not compromised. If we pull up the flooring and the
    subfloor has damaged the flooring, then the plaintiff should be responsible for
    the replacement of the flooring since it is nothing, we did to cause the
    damaged flooring.

    Customer Answer

    Date: 03/11/2024

    The complaint has not been resolved as indicated with the attachments sent with the initial complaint; no where is the warranty identified as (1) one year in the warranty issued at installation; Value Carpet still should be responsible for a product that they sold even if the company went out of business; please view the warranty submitted with the original complaint

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