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Business Profile

Floor Materials

At Home Carpet & Flooring

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Floor Materials.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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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Complaint status

Complaint type

  • Initial Complaint

    Date:09/25/2024

    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.
    Installation of 2 rooms plus steps of carpet for $3,500.00. Installed on 7/27/24. Immediately upon completion, there were 3 noticeable issues. The owner was called several times (very difficult to get a hold of him) and 4 days later sent a worker to look at the issues. They were late in arriving and made excuses for the problems and did a cursory fix of 2 of the issues. This was not satisfactory and I have been calling and trying to get resolution ever since. Pictures were taken. The owner finally showed up a month later with more excuses and no fix.

    Business Response

    Date: 09/25/2024

    **** was recommend to us by a. mutual friend . **** was shown numerous carpets and he selected that carpet he liked. The area that is in question is curved that runs behind a metal railing . We do not remove railing and **** never mentioned that he wanted the railing off until the job was completed. At that point the carpet was installed around the railing (**** was home when we did the install and did not say anything until the job was completed). Now that the carpet is cut there is not much we can do . There is a large curve behind the railing were the steps go down. Carpet does not stretch like rubber so a seam was needed, **** now says there should not o been a seam there again after the job was completed. All this was told to **** prior to installation and he agreed to the way it was being done . Now that it is completed and he does not like the wa he originally agreed to do it he is complaining . The only resolution is for **** to purchase a new piece of carpet at cost and we will replace it for him . I am sorry there is not much more I can do for him..

     

  • Initial Complaint

    Date:11/23/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    Saturday men were sent to my home to install flooring. It is Wednesday and there is a noticeable dip in the flooring that was installed. I have not heard back from the contact regarding confirmation of payment nor how to receive support regarding the warranty, so I'm not sure if this is a normal occurrence, though I imagine my floor should not squeak. I would like to be contacted and a time worked out where someone could come and take a look at the floor to eliminate the dip felt when walking, as well as the squeaking sound.

    Business Response

    Date: 11/28/2023

    Please keep in mind when the home owners states its Wednesday it is the day before Thanksgiving and we closed for the week as nobody's wants people installing flooring the week of Thanksgiving and Christmas . I am the owner and I spoke tot he homeowner. The homeowner never called the office she texted my phone and I was out of the country and not receiving calls at that time . Her salesperson ***** also was off for the week . I asked ther consumer if she called the office which she replied No. If she called the office someone would have helped her immediately . Regardless of that once I had cellular service from being in another country I contacted the homeowner. I set up a repair and my installer went out the next day to look at the floor . The home owners painter was there also when my installer arrived. My installer explained tot he end used this is a floating floor its the way the floor is . The painter who we do not know also told her that this is normal . No repair needed to be done so we left and went on our way . We always try our best to make everyone happy. we also repsct our employees time off from work and do not expect them to answer their phones while there are on vacation and or we are closed . Our office is always open it's unfortunate the home owned did not call the office and this would have been resolved the same day . In all the home owners is very nice its unfortunate it came to this kind of complaint

    Customer Answer

    Date: 11/28/2023

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

    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.

    Regards,

    *********************************

At Home Carpet & Flooring is NOT a BBB Accredited Business.

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