Complaints

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• Initial Complaint

  Date:06/05/2023

  Type:Service or Repair Issues
  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.

  On 5/25/23 We had carpeting installed in 3 bedrooms. The rooms were off a tiled hallway that runs north-south. Two of the bedroom thresholds opened to the west, with the hallway continuing north into the threshold of the master bedroom. The carpet presents as a linear pattern in one direction and small squares in the other direction. The rooms totaled about 700 sq ft. 1008 sq feet of carpet were ordered. The cost was $7,220+tax including pad and installation. The carpet was installed, the installer left without a walk through. The carpet was installed so that the two west rooms presented the square pattern to the threshold, seams completely undetectable. The carpet in the third room presents the linear pattern to the threshold with the seam clearly visible as it bisects the linear pattern. The rooms appear to have completely different carpet as the pattern is 90 degrees different through the thresholds. I immediately contacted Enchantment Carpet and told them that the carpet was installed incorrectly, described the situation and sent photos. They say that it was installed correctly and will re-lay the carpet, but we will have to pay an additional $1900.00. They will not come and look at the carpet for themselves. There is no way a person could walk up my hallway and say that the carpet is properly installed based on the pattern and seam placement. They blamed it on us for not telling them to where to locate the seams or place the pattern, but their information clearly states that "going with the pros is just smart" with their years of experience at locating seams, matching patterns, matching transitions etc. We believe that they should re-lay the carpet without an additional charge and should walk through the work with us in person.

  Business Response

  Date: 06/14/2023

  Carpet installer asked home owner (husband) how he would like us to lay the carpet in master bed room and he said to install it same as last carpet with the seam placement in the same spot.  As per home owners direction he did.  Unless directed by owners the industry standards is always keep carpet running in the same direction through out the whole house no matter the location or the direction of the room. The carpet is install all in the same direction. Our company is not negligent for installing the carpet as per industry standards nor should be responsible for fixing something that could have been prevented if customer would have answered the installer with the way they preferred. All this was explained to customer.  After a follow up call a couple day later customer agreed to pay for us to go back out to reinstall carpet in the direction they would like it installed turned 1/4 direction from other rooms.    

  Customer Answer

  Date: 06/15/2023

  Complaint: ********
  
  I am rejecting this response because:

  I asked for two remedies. To physically inspect the work and to correctly install the carpet at no cost to us.  They are denying that there is any mistake in the installation without even looking at the work.  The are providing an inaccurate and changing account for the error in installation. I have detailed the changing accounts and inconsistencies in their reasoning in the attachment.
  
  
  
  Regards,
  
  ***** ********* 

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]