Complaints
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 1 complaint closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:06/10/2025
Type: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 had issues with carpet installed around fireplace and in hall. Made several calls to **** *****, mgr and visits to the store for a resolution over several months. ***** finally came 9-11-24 and took pictures. ***** came 10-2-24 and worked on fireplace issue but not the hall. Said would have to talk to ****. Called **** a week later. He said ***** would have to come and take pictures. He had already done that but came again 2 weeks later and took more pictures. Called **** 2 weeks later to ask what they were going to do. He kept stalling. Kept putting it off on *****, asking what ***** had told me. Never looked at issue himself or acted like he cared-very dismissive of problem. I asked for **** to put in writing what they would do to fix the problem. He refused. Said he could not do that. I asked to speak with the owner. **** refused. Finally, ***** came Nov 1, 2024. to fix issue. Handed me a paper to sign when he arrived which I refused because this was the first time they had come to look at issue and they had not told me what they planned to do. ***** said they were going to install a new piece of carpet with no seam which they had previously said could not be done. Said it would not match the lines in the other carpet. I did not want that. They had not even looked at the issue/ tried to fix it at that time. They took up a section of the carpet and said no problem. ***** pulled the door up so I could not see what they were doing when they replaced the carpet. Why hide what you are doing? What they did ended up making the issue worse. ***** wanted me to sign when they left. I refused due to issue not resolved. ***** said it was my door.-if so why worse now? Also the issue ***** worked on before around the fireplace is a problem again. I left 3 phone messages for ****** ******, owner ************ (11-5-24 11-11-24 11-18-24 and wrote a letter to his home address 1-27-25 asking to speak with him and get a resolution. No response.
Business Response
Date: 06/12/2025
Due to complainant Beck retaining an attorney, Carpets By Direct cannot respond for the reason of potentially impeding future litigation.Customer Answer
Date: 06/17/2025
I am rejecting this response because: They are incorrect. I requested an attorney friend to reach out to CBD since they had not resolved the issues and were not willing to discuss a solution but I have not formally retained an attorney at this time. She reached out to them and they again declined to discuss the issues or a solution stating they considered the matter closed. Attorney friend recommended a small claims action. Prior to doing so, I reached out to BBB for assistance in resolving this dispute.
Thank you in advance for your consideration and assistance.
Business Response
Date: 06/19/2025
Carpets By Direct was contacted via phone by Nancy Meyers, attorney from Turning Point Litigation Lawyers stating that she was calling on behalf of complainant Beck. She called our store three times stating the same. Therefore, Carpets By Direct maintains its initial response that any discourse through this forum could impede future litigation.Business Response
Date: 06/25/2025
See attached response.
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