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Business Profile

New Carpets

Flooring Expo by Carpet King - Maplewood
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BBB Accredited BusinessA+Rated by BBB

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:09/09/2024

    Type:Service or Repair 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.
    At the beginning of the year I decided to replace the carpet in my porch with a laminate/tile/vinyl. I went to the store in Maplewood to talk to a salesman and describe what I was wanting to do. I told the salesman the project was for a 3 season porch, we discussed possibilities and he showed me several types of flooring I could choose. I picked one, ordered and paid for it along with a subfloor. The installer came out to put the floor in, as I watched I noticed he didnt put down the subfloor, this was being installed on bare concrete. I asked why no subfloor and he said it was not needed and they would reimburse me for the cost. I questioned this plan but he stated his boss said it was not needed. He continued and finished the job. Several weeks went by and I could see some of the flooring was coming up at the edges. I called the store to have them come out to take a look and fix the problem, which they did by trimming and reposting certain areas. Several weeks later more flooring was coming up, at this point I spoke to ***** ******** at the store and she gave me the name of **** ****, ************, who is head of their customer service per *****. I have called **** several times, always getting his voice Mail and having to leave a message for him to please call me back. I did get to personally speak to **** once and he was very apologetic and said he would like to come look at the floor himself and work out a resolution. He said hed be out the following week but I have not heard or seen any updates or correspondence from **** or the company after leaving several more voice mails for him. This has been going on for months and I would like a resolution so I can move forward with my life. Several people who have done work in my house had commented that they would not accept the shoddy job that was done, these are other professionals! Please help. I only want the type of job I was promised.

    Business Response

    Date: 09/12/2024

    We have connected with this client, and have scheduled a repair for 09/16/24.  We apologize for the inconvenience!

Flooring Expo by Carpet King - Maplewood is BBB Accredited.

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