Complaints

This profile includes complaints for Custom Carpet Centers's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Custom Carpet Centers has 8 locations, listed below.

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  Custom Carpet Centers

  2847 Southwestern Blvd Orchard Park, NY 14127-1418

  
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  Custom Carpet Centers

  2200 Walden Ave Cheektowaga, NY 14225-5126

  
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  Custom Carpet Centers

  2905 Sheridan Dr Tonawanda, NY 14150-9440

  
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  Custom Carpet Centers

  111 Fairdale Ave Lakewood, NY 14750-2105

  
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  Custom Carpet Centers

  12 Jamestown St. Gowanda, NY 14070

  

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:08/14/2024

  Type:Order 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.

  In May 2024, I visited Custom Carpet Center at 5085 Transit Road, and decided to purchase hardwood flooring from the company. Salesperson Kathy E******* indicated verbally and via email that if I purchase the products only, I will receive an additional 10% discount but then will pay sales taxes, as they will not provide a labor warranty. If I use their installation services, there will be warranty, no sales tax but no additional discount on the product. On 6/12, we signed a contract with products at $7,219 and installation services at $4,740, and 75% downpayment at $9,000. On Wednesday 7/24, their workers came to install the hardwood flooring, after tearing about 250 sqft carpet off, they declared that the subfloor was uneven, so they would not install the flooring, unless I give up my rights on the labor warranty. A week later, Kathy provided the material warranty info to me, which shows that the warranty does not cover uneven subfloor situation. After two weeks of discussing with Kathy without any positive outcome, I hired my own contractor to install the floors. Kathy wrote she'd refund me $2478, which is the prepaid labor $1781 plus product discount of $697, Then she wrote that she'd only refund $1781. Then after I complained about it, she said she'd talk to the owner and today she wrote to me that they would only refund me $1149.12, because they will charge sales taxes on the product. This company does not list their product price in the store, keeps changing the price, did not disclose the information clearly when signing the contract and shared a lot of wrong information all way through, which has caused me not only financial losses but also mental distress. I paid extra $ for the products as I wanted it to be simple by using their installing services, however they took advantage of me by trying to keep as much as possible from the 75% downpayment. Their practice is beyond unethical. I wish BBB can help solve the dispute before I take legal action. Thanks.

  

  Business Response

  Date: 08/27/2024

  Customer *** **. Order # *****Purchased hardwood, tear-out and installation from us. When our installer tore out the existing carpet he noticed that the sub floor was uneven and she needed a new one. Whenever we do a tear out, we require that the customer sign a form (which she did), stating that if we find any issues under the layer we are removing, that the customer is liable for any repairs, prep or replacement to whatever is underneath. Our Installation Manager called her and provided 3 options:1.Install the hardwood over the existing floor, however it will void the warranties, due to the condition of the subfloor. 2.  Have her contractor install a new subfloor. Once complete, we could/would come back to install the hardwood and it would be warranted. 3. Customer could hire their own installer, and we would refund for the labor for the installation. She decided to get her own installer, wanted a refund for the labor, but demanded an additional discount of for the hardwood. We initially gave her 10% off the hardwood and told her that we had already discounted the material and would not give her an additional discount. She decided to keep the hardwood and get her own installer, but did not replace the subfloor. We calculated the refund for the full labor to be $1781.00, and it included the tear-out and haul-away labor we performed prior to install, even though we did the work. On the original order, because it was an installed hardwood, we charged no sales tax, due to it being a capital improvement.  Once she decided that she only wanted the hardwood and not the install, it was no longer a capital improvement and therefore, was subject to NYS Sales Tax.  The refund was recalculated to be $1149.12. Through over 30 emails back and for with this customer we explained everything above in great detail and we credited her **** card as noted.The customer accused us of “robbing her” and told our sale representative that she was going to sue. Throughout the entire ordeal, she was verbally abusive, threatening and insulting.Everything outlined above is documented in emails.We are closing our file on this account and consider it resolved.We’re sorry that this customer feels the way they do and felt the need to lodge this complaint.Over 96% of our customers say they would recommend us to a friend.  Unfortunately, we were not able to satisfy this customer, however, we take great exception to the suggestion that we did anything illegal or unethical and we categorically deny any similar accusations in her complaint.

• Initial Complaint

  Date:11/16/2023

  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 7/26/23 I purchased a kitchen floor from Custom Carpet yo be installed. I placed the puchase for total amount of 1742.14. This charged was split between 2 credit cards. I was told that day by Noah (salesperson) that the tile was in stock and just had to be delivered to Tonawanda location where installation would be set up. I called numerous times to gave no one return my call. I also went in store where I was told there was no one there to speak to me. I was given names and numbers. I sent numerous texts and sent voicemails with no response. In Sept installation finally set up after 2.5 months. When my husband and I lifted the countertop we found major water damage. I left a note on the door because no one would answer or call back explaining that I needed to cancel installation, as the floor needed to be repaired before I could put a new floor in. Company never delivered any materials, or ever stepped foot into my house. I had to hire a new contractor to fix floor and install floor. The company finally called back today 11/16 stating they were not going to refund me because suddenly my order was special order. This floor was not special order and they waited all this time to finally call me after several calls. Messages were left with bookkeeper (Pam) who never returned call. Today spoke to Matt who was not only rude, but told me he would gave tile sent to me, as he was not refunding money. Job was never done, along with no communication.

  

  Business Response

  Date: 02/21/2024

  We have already discussed this in detail with our BBB rep.  We were told that because this customer had an open dispute with her CC company that the BBB would not get involved and that the "complaint" would be closed and not published.  Since that discussion, the customer was refunded $1,000.00 for the labor we never did (because when we showed up to do the install, we found note on the front railing saying she was not proceeding with the installation. We had an installer with a fully loaded truck with her material on site and with no prior notice she felt a note on her railing was all she needed to do).  Her claims that no one told it was special order material is unfounded, which we have already explained to the BBB rep.  If a BBB rep would like to call me, I can be reached at ************ (Jay McDonnell)

• Initial Complaint

  Date:07/13/2022

  Type:Product 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.

  I am very dissatisfied with Custom Carpets. I had flooring installed on May 5th and May 11th of 2022. I have tried to have the concerns addressed by contacting Customer Service, the installer and have gotten the run around from everyone. It has been 10 weeks and the issues still have not been addressed. The poor workmanship and communication with the installer to us is totally unacceptable and not what we expected from a reputable company. Disappointed we spent our money in Custom Carpets. And to make matters worst you can not contact the owner, Jay M  President of Custom Carpets to see if that motivates a response from anyone. A extremely dissatisfied customer. 

  

  Business Response

  Date: 07/26/2022

  This customer purchased both carpet and hard surface materials and installation from us.  We have different installation crews and service crews for carpet and hard surface installations and that certainly added to the amount of time that passed for us to address the service issues cited by the customer.  We apologize for that delay in response.
  
  On July 20th, our Hard Surface Service Manager was at the home and addressed the issues regarding the hard surface installation.  On July 22nd, our Carpet Service Manager was at the home and attempted to repair some cosmetic issues having to do with a trim metal and a carpet seam that needed grooming.
  
  Upon completion of the carpet service, the customer refused signing off that the work was completed satisfactorily, citing her unhappiness with the locations of the seams from the original installation.  Our carpet Service Manager, whose installation expertise spans over 25 years in the field, explained to the customer that the location of the seams were exactly where he would’ve recommended they be located and that alternating the plan would’ve located seams in doorways and pass through, which standard operating procedure calls for avoiding that. 
  
  The customer claims that no one discussed seam layout with her prior to the installation, but it is important to note that she did not indicate any preference for location of the seams during the sales conversation or prior to approving the order.  Our contract states the following:
  
  Item #6  All seam placements are the decision of the installer unless otherwise specified at the point of sale and noted on the order.  Seams are not guaranteed to be invisible.
  
  The seams were all checked and are tight, sealed and free from overlap.  They are slightly visible which will improve with time, but there no compelling reason to redo them, as the result will likely be the same.
  
  This installation includes a metal trim piece that is arced.  This type of metal requires the manual bending of the piece and is extremely difficult to bend into a perfect arc.  That said, we offer to return to the site with a fresh metal and attempt (if the customer would like us to) to see if we can improve the look of the arc of the metal. 
  
  Again, we apologize for the amount of time it took to complete the service for this customer, but we are closing the service ticket on this project for the reasons stated above, unless the customer would like us to return to try to improve the arc in the metal.

  Customer Answer

  Date: 07/28/2022

  I disagree because the placement of the very visible carpet seam in our living room goes from wall to wall across the living room, which is only 12 x 16 feet wide, and four feet into the room from the wall, see attached photos. It was never discussed where would be the preferred placement of the carpet seam. The carpet to smooth floor metal "T-Bars" were installed poorly in both locations, as you can see in the attached photos.

  

  Business Response

  Date: 07/29/2022

  We stand by our original response and offer..