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Business Profile

New Carpets

Smart Carpet, Inc.
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Smart Carpet, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Smart Carpet, Inc. has 5 locations, listed below.

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    Customer Complaints Summary

    • 3 total complaints in the last 3 years.
    • 1 complaint 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:09/28/2022

      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.
      Approximately 2 years ago my wife and I had smart carpet install brand new carpet in our or upstairs.It is just my wife and I walking on it but it is worn and we are trying to get it replaced under the warranty that smart carpet offers. After weeks/months of of emails and phone calls, we finally got a response from smart carpet.. They informed us that the manufacturer will cover the cost of the carpet but not the cost to reinstall it again. We simply don't have $1400 to have carpet installed again. We spent 5 or $6000 having these floors done and do not want to come out of pocket again. We cannot get ahold of anyone at smart carpet to try and help us. Our sales rep is completely ignoring us. Although they were very eager to reach out when they were trying to make a sale? We simply want what's fair. New carpet and installation at no cost to us or a 100% refund. My wife has been sending at least one email a week and calling smart carpet at least once a week with no response.

      Business Response

      Date: 10/03/2022

      Dear Mr. and *********************. We understand your frustration with a product that did not perform to your satisfaction. We have been responsive to your requests. The manufacturer requires pictures of the affected area, and for carpets, they require a receipt from a professional cleaning company. I have reviewed every note regarding our communication with you. We had opened a claim on your behalf once we received those items from you, and after review, the manufacturer agreed to replace the carpet. As for the manufacturer's warranty, if the claim is within 1 year, the manufacturer will include labor costs in the replacement. After 1 year, the manufacturer will only replace the carpet material. In this case, the original order for $2,968.86, including tax, was installed 2 years ago, on August 10th, 2020.

      As a result of the date the claim was filed and approved, we would need to pay installers to rip up and remove the old material and then install the new carpet. As noted to you, the cost of this labor would amount to $1,485.45 based on the 843 square feet that was originally installed.

      I tried calling both of your phone numbers this evening and left a voicemail with my direct number on each.  In order to help your situation and complete this process satisfactorily, we would like to offer to absorb half of the labor costs that we would incur, and ask that you contribute $700 towards the labor to have the new replacement carpet installed.

      Please call me at your convenience. Thank you, *********************

    Smart Carpet, Inc. is BBB Accredited.

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