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:01/16/2025

  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.

  I am writing this on behalf of my elderly parents who hired Carpet Consultants to install carpet and linoleum in a basement area. We met with ***** ****** personally and did a walk through and an invoice was written up by ***** on 4/23/24. The invoice states that carpet was to be installed in a lower level room and that furniture (sofa, pinball machine, and piano) were to be moved, old carpet taken up and hauled away. Carpet Consultants was paid a total of $3773.00 with the carpeted room portion being $2149.00. On 6/5/24 two men came to install carpet, which appeared to be complete in my parents view.. In December 2024 upon visiting my parents from Florida, it was discovered that the piano had not been moved and the carpet was laid around the base of the piano, leaving the old carpet under the piano. I called ***** after the holidays and told him about the issue. He stated that he would have to check with his employees and call back. We spoke on 1/10/25 with ***** via speaker so that my parents could hear the conversation. ***** told us the piano was too heavy to move and that his employees had spoke to my mom about this. My mom told him that his employees never came and talked to her because she would have never approved for them to cut and carpet around the piano. We asked ***** how he knew this conversation occurred since he wasn't there for the job, he said because it was documented. My mom then said "so you are calling me a liar and believing your employees over your customer?" He stated that he had no reason to not believe his employees. My dad overheard the conversation chimed in and said that he had moved the piano several times by himself and asked ***** to send his employees to the house and he would show them how to move the piano. ***** said the only resolution would be for us to have the piano moved and they could "patch" the carpet under the piano. ***** then said that if we wanted to have a decent conversation to call back and hung up on us.

  Business Response

  Date: 02/06/2025

  Thank You for the opportunity to respond to the customer's concern regarding the basement carpet installation performed last spring.

  Our company as a regular practice, does move "furniture" ( couches, chairs, tables, empty book cases, etc) on job sites as many are occupied spaces. We do not offer to move breakable items, electronics, pool tables, grand father clocks, piano's or organ's due to liability concerns involving breakage / damage as well as potential risk of injury in moving such.

  While measuring for the flooring in the home, it was discussed that we typically do not move piano's but during the course of the conversation the offer was extended that if the installers felt that they could move it, they would. There was no charge or fee added to the invoice. It was also discussed that if the installers couldn't move it would be the owners responsibility to take care of it.

  On the day of the installation I spoke to the installers while on the job, they stated that the piano was an antique "player" piano, extremely heavy and concerned that it might be damaged by trying to push it across the floor. They discussed with the owner to either reschedule the job or to cut around the piano with the offer to install the carpet under it at a later date.

  I apologize if there was any confusion in relaying this information to the customer. It is not our intention to mislead or deceive in any way, anyone in the course of conducting business.

  I would be happy to replace the carpet in its entirety in the lower level room with new material the same as is currently installed at no cost provided that the piano is moved prior to installation.

  Sincerely,

  *** *********, V.P.

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

  Customer Answer

  Date: 02/10/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: At the time that the carpet was installed, there was only a couch, a pinball machine, and piano to be moved.  Currently the space is fully furnished and decorated, which would make it extremely difficult to move everything.  Instead of the offer to reinstall the basement in it's entirety, would it be possible to offer a discount/refund of some sort for the work that was not completed to our satisfaction?
  
  
  
  Sincerely,
  
  
  
  ****** **** ***********

  Business Response

  Date: 02/12/2025

  We would be willing to refund $ 500.00 to the customer per their request for a price adjustment.

  Sincerely,

  *** ********* V.P.

  Customer Answer

  Date: 02/13/2025

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ****** **** ***********