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:12/26/2024

  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.

  We had **** from Exeter Carpet Company install a carpet for my grandparents in law apartment on August 26 and have issues since the first day. When he finished the carpet he couldnt get out of our house fast enough but I noticed he took their bathroom door off the hinges and didnt put it back on. I ran outside to stop him as he was pulling out of the driveway and told him he didnt put the door back on. He came back inside and the door would no longer fit on the hinges and he said he would come back with his wood working guy to fix the door. He left and it took 2 days for him to come back to fix it. We then had noticed issues with the carpet, including huge seems and the carpet pulling up off the floor. I sent him a ******** message asking him to fix it on October 16th. I sent multiple pictures, as requested, and he said he would come fix it and didnt show up 3 times in a row (I still have screenshots of the messages and texts). When he finally did come on November 4th he told us he needed to ask the carpet people what to do and would let us know. I texted him multiple times asking for an update and he kept saying he hasnt heard back. On November 18 he said they want him to try and fix it. He was supposed to come November 23rd and didnt show up. On November 25 he came again and said the exact same thing as last time and that he needs to file a claim. We told him he want to have our money refunded and he said he could write us a check to cover the cost of the carpet but he still needs to file a claim. From November 25th until today (December 26) there is still no progress. He refuses to send claim numbers, he said he would include me in communications about the claim but hasnt, said he has no written copies of warranties because nots not standard for anyone to have written copies of warranties, and is now trying to refund us $360 for the carpet when his invoice we paid says carpet cost $1400. He continues to blame everyone else and refuses to answer questions

  Customer Answer

  Date: 12/27/2024

  Hello I have a lot of additional information that my initial request couldnt fit that I would like to speak with someone about. Examples include the business trying to change the breakdown of prices, refusing to send me warranty information, refusing to follow the process of a warranty that the carpet manufacturer asks for, refusing to provide me with information about the warranty claim filed for the carpet, the business lying to me and sending me false information, the business charging me for things that did not occur (like moving furniture) and more. Ive been trying to avoid filing a complaint and have been more than patient but now the company is refusing to work with me on what I feel is reasonable requests and I would like help resolving this situation so we can never have to deal with this place again. Please let me know the best way to communicate this with someone. Over the phone is preferred but also able and willing to send more details in writing, meet in person or virtually, etc. I have a lot of this proof in texts I can screenshot and send. 

  Customer Answer

  Date: 12/27/2024

  Hello I have a lot of additional information that my initial request couldnt fit that I would like to speak with someone about. Examples include the business trying to change the breakdown of prices, refusing to send me warranty information, refusing to follow the process of a warranty that the carpet manufacturer asks for, refusing to provide me with information about the warranty claim filed for the carpet, the business lying to me and sending me false information, the business charging me for things that did not occur (like moving furniture) and more. Ive been trying to avoid filing a complaint and have been more than patient but now the company is refusing to work with me on what I feel is reasonable requests and I would like help resolving this situation so we can never have to deal with this place again. Please let me know the best way to communicate this with someone. Over the phone is preferred but also able and willing to send more details in writing, meet in person or virtually, etc. I have a lot of this proof in texts I can screenshot and send. 

  Customer Answer

  Date: 12/31/2024

  Thank you so much for your explanation. I did hear back from the business and he has been pretty intense since I filed. He has been trying to pressure me into accepting a $500 refund within a short amount of time (that day) and to withdraw my BBB immediately. I told him I did not feel that was right since his reimbursement amount does not match the invoice and that I wanted guidance from the BBB before responding. He is now refusing to issue me the refund of $362 that he received for the defects of my carpet under the manufacturer's warranty. He said since I did not accept his $500 offer everything must go through to BBB which is why he is not issuing my refund. He is refusing to send me details to how I start a claim on the install warranty his company offers and I am not sure what more to do. He said that he and his lawyer provided everything needed to the BBB so moving forward he will not be communicating with me, only the BBB. Does this sound accurate? I am not sure why he will not issue the refund he already received for my carpet and he will not send me anything about the install warranty to get that process started. Does the BBB help provide guidance on what my options are and the best course of action? Is it normal for a business to completely cut off communication and only deal with a customer through the ********************? He is saying everything is all set with the BBB and I will be hearing from you about next steps but I do not trust a word he says. 

  Business Response

  Date: 01/06/2025

  I had done a job for ****** **** and he was happy and paid on full the day of the completion. A few weeks later the granddaughter called with a few issues. When I went there she was very picky about everything. There were a few areas where the carpet was delaminating from the backing of the carpet. I took pictures and sent them in for a warranty claim. After quite a while the which is normal dealing with these issue with warranties I told her they were cover the replace the carpet. She asking me the amount of credit she was gonna get and when I told her she instantly got mad and said she wanted a refund of the complete job. Keep in mind this is not the customer of the job. The complete job is a bundle of cost like the cost of the carpet cost of the pad, cost of freight of the carpet from the mill to Me installation charges. ***. I have explained to her multiple times the warranty of the the carpet only covered the cost of the carpet she picked out. They dont reimburse me the cost of freight or install of the new carpet and that I would have to pay for that out of my pocket. Then there was the case of $150 of furniture money she claims I charged when we didnt move it. The original estimate has the furniture charge on it cases they werent sure if they were gonna be able to move it .i told them if we showed up and it was moved I would take it off the final balance due which I did that day and actually sent her a copy of the cancelled check to prove to her. I have jumped thru hoops for the granddaughter who isnt even the customer and have been called a liar and a theft many times and been threatened by lawyers and police many times. To resolved this we came to a resolution that we would install and upgraded carpet thats 15 ft wide so there are less seams. The cost of the upgrade is over $800 and even with her credit applied I am still paying over $400 out of my pocket to resolve this. I can send screenshots of all of this. It the format isnt working thru this app. I can email you them all.  this is now after me paying over $400 out of pocket  resolved and the new carpet is already order and paid for. You can reach me at ************ with any questions or if you wanna see the screenshot of the threats etc. thanks and have a good day.

  Customer Answer

  Date: 01/08/2025

  Im not sure what to do. Most of what the business wrote is not true. We agreed to him installing a new carpet and he told us it was going to cost $119 more but he would take on the cost due to all these issues- never was $400 or $800 mentioned. I also never threatened him multiple times with the police or lawyers. I did tell him that since he was refusing to refund my grandparents on the carpet he got covered under warranty and the furniture he did not move we would have no choice but to file a police report and consult with a lawyer and we were hoping to avoid that by going through the BBB and he continued to refuse to provide any resolution until I drop the BBB claim. I dont want to accept his message and it he seem as true since it is not. But we are also am willing to let him replace the carpet and hopefully end all of this.  

  Customer Answer

  Date: 01/18/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. They completed an install on the new carpet and provided us a copy of the warranty as requested. 
  
  Sincerely,
  
  ******** *********