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Business Profile

New Carpets

Trotter Brothers Carpets
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BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints 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:03/12/2024

    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.
    In March of 2023 I purchased Luxury Vinyl Flooring from Trotter Brothers. I bought top of the line **** flooring to last ***** years. I paid in full at time of installment. The flooring has not lasted one year. It began popping up in the den first, and then in the doorway between the kitchen and dining room. The installers were sent back out to repair the issues. Then the flooring came loose in the kitchen in two places. Again, installers were sent out and pieces were glued down to avoid replacing flooring. That did not work. I reported all problems immediately. No solution was offered and for awhile I couldn't get a call back. I understood from the installer that ****** Trotter's wife was seriously ill, therefore I tried to be as patient as possible. However, someone must be running the business even if I they aren't paying attention to our issues. I called in again and explained how long I have waited to one of the women who run the office. ****** finally called, but said he had to talk to the **** rep. ** called last week to say the **** rep could not give him a date, but he would definitely get a date today. I did not get a phone call at all. New problems with the floor peeling up have been found in another room. I have been very understanding for almost a year, but my health is poor also and I am facing more surgery soon. I need this flooring completely replaced as there is obviously something wrong with this new line of product. I chose a reputable dealer and a name brand, top of the line flooring. I should not be dealing with this. Even after this started I gave ****** Trotter more business replacing carpet in the three bedrooms. I've been a good customer and should be treated like one. Honestly, I no longer trust what little I am being told.

    Business Response

    Date: 05/02/2024

    Hi *******, 

    All has been resolved.

    Thank you!

     

    ****** Trotter

Trotter Brothers Carpets is BBB Accredited.

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