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:01/21/2025

  Type:Order 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 purchased carpet on November 11, 2024. Before the purchase, Flooring expo sent out someone to measure the space where the carpet would go. I told the measurer that all of the current carpet would be replaced and watched him measure each part of the house. The subsequent quote and contract for services provided to me was for completion of the job - replacement of all current carpet in the home. While speaking with the salesperson about the quote, I was very clear about what areas of the house were to be carpeted. The quote and contract provided to me did not contain any details of measurements, however, with the assurance of the salesperson in our discussions, I signed the contract with the understanding that all current carpet in the home would be replaced. The contract guarantees that material will be sufficient for installation Installation occurred in early December. Installers took out all old carpet and installed pad in all carpeted areas, however they did not have enough carpet to complete the job. I was told I would be called by customer service I subsequently called the store and have contacted customer service several times (I had to initiate call, they did not call or follow up). They have claimed that they did not have enough carpet material because it wasn't measured. The diagram of the measurement showed to me (which wasn't shown to me at time of sale) was missing information for the top landing of the stairs. They wanted further payment to finish the job even though they had already measured and included this area in the original contract. It was also odd that they claimed to finish the job as the stairs were also unfinished even though that was included in their measurement *********** early January, I was promised completion of the job without additional payment but have not heard anything from them in some time.

  

  Business Response

  Date: 01/21/2025

  We are taking full responsibility for this miscommunication, and we plan to install new carpet and pad as needed on 01/24/25.

  Thank you for your assistance with this complaint!