Complaints

This profile includes complaints for The Carpet Guys's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  The Carpet Guys

  977 E 14 Mile Rd Ste 100 Troy, MI 48083-4519

  
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  The Carpet Guys

  845 W University Dr Arlington Heights, IL 60004-1821

  

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:08/07/2023

  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.

  Date of work: New Hardwood floor installed on 2/21/2016 Cost: Total work total: $7,633.00 Work performed: Remove existing tile/carpet/linoleum floor installed hardwood floor Nature of Dispute: quality of hardwood floor, the whole floor creaks Creaks started in late 2019, reported to the Business mid-2021 No problems detected with the subfloor Has business tried to resolve:Business visited home in 2021, tried to cut extra wood under baseboards,which did not help. Business contacted floor manufacture, who did not visit home and did not take any responsibility for product quality Business basically reported that they didn't know what the problem was, but did not help replace floor to make problem go away The hardwood floor still creaks every time we walk on it.This will reduce home resale value significantly Invoice#: *****

  

  Business Response

  Date: 08/16/2023

  We have been out to this customers home on several occasions due to concerns with the floor squeaking.  Flooring installation was performed in 2016.  Customer did not contact us until 2020 and we sent out an inspector. We then sent a crew out in 2021 and customer issue was noted, repair was attempted however it is not the product failing but deemed existing issue with subfloor not installation or product defect and humidity issues int he home.  Customer also indicated he has been mopping floor all this time with water which goes against manufacturer recommendations and could be making the problem worse as the sub floor is what is squeaking and this is not a waterproof floor thus potentially creating more issues for the subfloor underneath. After filing a claim, reviewing our work and the specs of the materials it was determined the issue is the customers preexisting subfloor.  We did not install the sub floor nor is condition of sub floor a part of the installation warranty.  The product they had installed has not failed or is not causing the issue.  The sub floor would need to be repaired or replaced to eliminate this issue.  We are happy to work with this customer to remove the existing floor so they can have a contractor repair sub floor and if possible, flooring may be able to be reinstalled however this is not under warranty and would have costs associated with this process.  We also must caution the customer against using water on the wood as it may be causing more issues and may be why in 2016 they were very happy with the installation (we have documentation indicating such) but by using non recommended cleaning methods, and potentially issues existing in the home prior to install, this problem will not resolve with out infrastructure repair on the house.  As mentioned, we would be happy to help if we can but cannot guarantee the squeaking wont continue as we do not warranty sub floors.

  Our goal is 100% customer satisfaction.  Having not heard back from this customer since December 2021 we were unware they had not found another resolution.  They are welcome to contact us for further information.

  Customer Answer

  Date: 08/16/2023

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ************ have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]

  In 2021, when I contacted the vendor, their floor had started squeaking only a few months prior. After their initial inspection and attempted repair, no mention was made of a potential subfloor problem. The person that came on site in 2021 did not indicate that a light water mop was a problem, as I mop and dry the floor right after.
  

  The vendor was contacted in 2022 as well, as the problem had not gone away. This time, they did not visit my home.

  The subfloor was not mentioned as a source of any potential problem when the floor was installed over it in 2016, I would think the installer would have at least raised a concern before installing the new floor.

  Regards,
  
  *****************************

  

  Business Response

  Date: 09/07/2023

   

  As noted, we have provided all the solutions we can as we do not perform construction and cannot anticipate what may be an issue under the floor they had and a part of the subfloor.  As this problem was not occurring at the time of install and the manufacturer determined it was not an installation issue, we are not able to assist the customer with a pre-existing condition of their home that did not manifest until years after we installed flooring.  As the subfloor is a part of the construction of the home, and not something we installed, we suggest that the customer have his sub floor repaired and we will be more than happy to assist with any future flooring issues and will provide appropriate assistance in any future issues.
  

  We have been out to this customers home on several occasions due to concerns with the floor squeaking.  Flooring installation was performed in 2016.  Customer did not contact us until 2020 and we sent out an inspector. We then sent a crew out in 2021 and customer issue was noted, repair was attempted however it is not the product failing but deemed existing issue with subfloor not installation or product defect and humidity issues int he home.  Customer also indicated he has been mopping floor all this time with water which goes against manufacturer recommendations and could be making the problem worse as the sub floor is what is squeaking and this is not a waterproof floor thus potentially creating more issues for the subfloor underneath. After filing a claim, reviewing our work and the specs of the materials it was determined the issue is the customers preexisting subfloor.  We did not install the sub floor nor is condition of sub floor a part of the installation warranty.  The product they had installed has not failed or is not causing the issue.  The sub floor would need to be repaired or replaced to eliminate this issue.  We are happy to work with this customer to remove the existing floor so they can have a contractor repair sub floor and if possible, flooring may be able to be reinstalled however this is not under warranty and would have costs associated with this process.  We also must caution the customer against using water on the wood as it may be causing more issues and may be why in 2016 they were very happy with the installation (we have documentation indicating such) but by using non recommended cleaning methods, and potentially issues existing in the home prior to install, this problem will not resolve with out infrastructure repair on the house.  As mentioned, we would be happy to help if we can but cannot guarantee the squeaking wont continue as we do not warranty sub floors.
  

  Our goal is 100% customer satisfaction.  Having not heard back from this customer since December 2021 we were unware they had not found another resolution.  They are welcome to contact us for further information.

  Customer Answer

  Date: 09/11/2023

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]

  The Business has indicated a subfloor problem but has not indicated what the problem is. The home was built in ****, I moved in in **** and have not had any problems with the floor until this new floating floor was installed. Yes, it worked for a few years and then started creating a lot of noise 3-4 years later. The floating floor boards actually shift, causing noise from the friction against each other. 

  Light mopping with water was deemed OK by *****, the consultant that came to my house back in 2021. The floor is always dried immediately with a towel, I don't let water sit on the floor. The business has not recommended an alternate cleaner for this floor.

  I called and spoke with ******* in 2022 as well, to say that the problem had not gone away. She mentioned a potential subfloor problem without a reason. 

  I have consulted with another flooring company, and they do attribute the current floor noise to the subfloor.

  I will call the business and ask them to visit my house again, since that is what they asked for.  But I would like to keep this complaint open. 
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:02/22/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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 contracted with this company to install flooring in my home on 12/5/22. They did a really terrible job, damaged quite a few places in my home, including my leather couches that they got glue on, they cut holes in cabinets that didnt need to be cut, they raised my floors, 3/4 of an inch higher than the rest of the house, they left a really bad gaps all over the place, and didnt make the tile flush with the wall. The contract states that they would remove the old tiling and place it neatly at my curb before installing the new tile which they didnt do. They actually put new subfloor on top of my existing tile, and then install the new tiling on top of that resulting in an inability to place a transition strip because the floors are too high.After reaching out for over a month, they sent a gentleman out to investigate who shook his head and said, I cannot believe how poor of a job they did here. He tried to fix the transition strips as best I could, and then said someone would be out to finish/repair the job. No one showed up and no one called me for that. After several phone calls, they reached out and offered a $200 settlement or the option to purchase new molding and quarter round and the carpet guys would do the installation for free. I requested they come out the beginning of the following week to write up a new contract to cover what they offered and write down everything theyre willing to do on that contract. The carpet guys did not honor that agreement either. The cost to repair the poor installation job they did exceeded $200. The repair products were $212 not including the labor hours of **** hours.They did not honor that agreement either. Every opportunity they had to do the right thing they chose not to. Im currently paying for flooring thats terrible. Ive even had tiles coming up at the edges. Im willing to entertain a billing adjustment > 200 however, it needs to completely cover my cost to repair the destruction & bad job

  

  Business Response

  Date: 02/22/2023

  Thank you for bringing these issues to our attention.  Our customer service team will get involved tomorrow and we will come up with a suitable resolution for this customer.  We will update this complaint once research and accommodations are made.  The Carpet Guys stand behind their work with a lifetime installation warranty.  We will do our best to satisfy this customers concerns.