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:09/11/2023

  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.

  I contacted them to install a new floor throughout my upstairs area. Unfortunately, the technician they sent to my home was inexperienced and unfamiliar with the job. I have evidence to support this claim. Subsequently, I contacted other flooring professionals who confirmed that the installation was done incorrectly.Given that I maintain 24/7 surveillance in my home, I have a recording of a floor installer acknowledging the poor quality of the work and predicting that the floor would begin to deteriorate soon. As expected, the floor has started to warp and come apart. I invested significant money into this project, and seeing these issues arise is heartbreaking.I have attempted to communicate with the person in charge at the company multiple times throughout the year, but my attempts have been met with more silence. In my frustration, I even hired someone to repair some of the flooring and had to pay for those services out of pocket. I informed the company about these expenses, and they assured my wife they would reimburse me.However, it has been months since that promise was made, and I have not received a reimbursement check as of yet. I'm starting with the BBB to see if I can get this job fixed. I will not be paying any more money for this job. I want the company to come to fix the problem the right way. Suppose I do not see anything happen about this soon, within weeks. I will fill in the court of law and bring my lawyers through my house to show them my messed up floor. Thank You. You have my number on file, and you know who I am, Lenawee Carpet One Floor & Home.

  Business Response

  Date: 09/25/2023

  Lenawee Carpet One visited the ******** home on Monday Sept 18 to do an inspection of their complaint.  There are a few minor issues that have nothing to do with the installation of the floor or the flooring itself, some of which I choose not to address in this response.  In his complaint ******************* states that the floor was installed by an inexperienced installer.  That is not true at all, our installer has 30+ years in the business and is considered to be one of the best in the industry.  Where ******************* got this information is beyond me.  He also states that he hired someone to repair the floor and paid them himself.  That too, I disagree with., as I sent the installer he is referencing.  The installer misunderstood that he was to charge the store for the repair and inadvertently charged ******************** $35, which is the out-of-pocket expense that he is talking about.  I hand delivered or check # ***** in the amount of $35 to the Crossmans on the 18th at the time of my inspection.  The repair was minor, or the installer would have charged much more.  I have left messages for the Crossmans for repair dates of the morning of Sept 29 or the morning of Oct 4 and will send a crew to address the minor issues that are in our control to repair.  I also addressed with ******************** the fact that they had not contacted the store about their latest concerns and had instead just taken the route of the BBB and trashing me on ****** Reviews and ********.  For the record, no one in over 30 years of business has done that to me because customer satisfaction if my highest priority and I have never shied away from any customer issues.  I would venture to say that ****% of the issues that I have ever had have been more related to abuse than anything else, but I have taken care of what I could often out of my own pocket just because at the end of life all you have is your good name.  I am not on ******** myself because I believe that social media is a platform used to abuse non-deserving people who get up early, work hard, and do the best they can everyday with the resources God has blessed them with.  These complaints are unwarranted of the attacks that my company has endured, that is all I intend to say, so, respectively BBB, please read between the lines.  Feel free to contact me personally to discuss if you require additional information for your files.  Thank you so much.

• Initial Complaint

  Date:12/29/2022

  Type:Customer Service 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.

  On March 8, 2022 I signed a contract with Carpet One Floor and Home for Carpeting, edging, and metal work. The total amount of the job came to $2115.30. On 4/2/2022 two men came to my home to complete the job. Unbeknownst to be only one of the men was contracted through Carpet One. At no time was I made known that there would be 2 men installing and no positive identification of who they would be. I had multiple things missing (jewelry, coins, and a gun) after the installation happened. From there I filed a police report and talked to their insurance company. However they said that they could not do anything about it and to contact my home insurance. When I contacted Carpet One again, all I was given was that installer would no longer be working for them and this has never happened before.

  Business Response

  Date: 02/21/2023

  Customer and her son came into store around same time and complained that 5 gold bracelets that she always wore had been stolen along with a rifle and a plastic container with coins.  A subcontractor who had worked for us at times for over 30 years, *****, had done work previously for **** ******** and she loved him and requested him to do her carpet.   According to **** ********'s son, *****, the installer brought a "black" helper with him and now all these items were missing.  I told them both that there had never been an instance in the history of our store that anyone had ever stolen anything.  The house was torn up and stuff was piled all around and I cannot honestly remember why she said she took the bracelets off, but she thought she put them on the diningroom table and later took them up to put them in the safe.  Then she said that when she opened the drawer of her jewelry box they were gone.  There would have been no reason for anyone to be upstairs, as we were installing carpet downstairs.  The plastic container of coins was also upstairs somewhere.  The gun was supposedly leaning in the corner of the front porch.  That area is off of the diningroom, through a set of double doors, down a couple of steps and the room was full of furniture moved from the "to be carpeted areas".  She said they called the police.  I contacted the police department and went downtown and gave them all of the information with regard to the installer, name, address, phone#, ss#, etc.  **** ******** called and wanted my insurance company info, which I gave her, knowing full well that her claim would not be covered as again, the installers that work for our company are subcontractors and own their own businesses.  We did have to let ***** know that he could no longer work for me until the situation was resolved, which I relayed to *** ******** and that taking a helper we did not know to a customer's home was unacceptable.  The deputy told me that they would have to find the items on him or his helper to prove that they actually stole the items.  My company is not liable for the stolen items, if, in fact, they were stolen.  There was no proof, ie, appraisals etc for the miising jewelry, guns etc. and just "say so" on the amount of the coins, which is now $200.