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:09/16/2023

  Type:Service or Repair 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.

  ********* installed carpet in my townhouse on July 3rd & 5th. When the owner (****) came out to collect the balance due on July 10th I pointed out to him a few things I was dissatisfied with - the bulge/seam running across the living room & the misplacement of the desk. He asked me to wait 6 weeks & the bulge would take care of itself & that he would contact his ********************* a time for them to put the desk in its proper place. I agreed to wait the 6 weeks & told him I did not need the desk moved till the 1st of September as they would not be installing the new windows then. I have heard nothing from him, have left numerous phone messages on his store recorder, & the 1st has come and gone. I had to hire an outside company to move the desk for the window installers which cost me $100.00. I would like the bulge taken care of and reimbursed the extra cost I incurred to hire people to move the desk to its proper place.

  Business Response

  Date: 10/18/2023

  
  To Whom it may ****************** are concerned by the complaint from **********************  Quality and Value, Responsiveness, Knowledge with Integrity and Loyalty & Respect are our core values.
  
  I visited ****** home to personally inspect the installation because she had expressed concerns with her carpet installation experience.  One was the previously mentioned seam.  The seam was done perfectly as per the *** (************************) 105 **************************** for Residential Carpet, Sections 5.1 and 10.0.  The link for reference:
  
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  I explained that carpet seams are most visible right after installation and become less noticeable with time.  There are no invisible seams.  The heat from the seam iron and hot melt tape *******s the yarns at the seam.  The yarn in the rest of the carpet is compressed from being rolled and shipped from the mill, it takes time for the rest of carpet to ******* which the seam less noticeable.  We have seen it take weeks to months depending on the carpet and the humidity conditions in the home.  
  
  I would like to reinspect the carpet seam and will repair it if needed.
  
  Although we placed the desk exactly where ***** directed us to and the installers didnt leave her home until she approved of all furniture placement, I did tell her we would move it to accommodate the door.  We hadnt received a call from her to let us know when she needed it done by and assumed it was a non-issue.  I will reimburse ***** the $100 she paid to the window installers to rectify that portion of her complaint.
  
  I have already reached out to ***** in an attempt to resolve her complaint and left her a voicemail, as of the time of this response we are waiting for her to reply.
  
  Regards,
  *********************

  Customer Answer

  Date: 10/21/2023

   I am rejecting this response because:
  The problem has not been solved yet.   **** did reach out to me on 10/18 and we have been playing phone tag since.  I left him a message yesterday saying we should meet and asked if he was available 10/23/23 around 4:00 pm.   Waiting to hear back from him.

  Also, the desk was not placed where I directed them as I never directed them - they put back the furniture without every asking me anything about where to put anything.   And, I did call ******* Flooring @ the number included in my correspondence twice and left messages.   The window company notified me on 8/26/23 that they were installing the windows & door the week of 9/10/23.   I left a voice message for **** on 8/27/23 @ 12:11 pm stating this and asked him to contact me with a time his guys could move the desk.   Not hearing back from ****, I left another message on 9/4/23 @ 2:11pm stating the same thing and again heard nothing from him.   Hoping we can meet this week and resolve the issues and will let you know

    *********************