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:01/05/2025

  Type:Customer Service 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 had luxury vinyl tile replaced on my flooring originally in October in 2021. Within a year, the flooring in my kitchen began to buckle which ultimately led to the luxury vinyl tile. In 2022, the company replaced the flooring in my kitchen at no cost since it was under warranty. Then in 2023, the same issue with the flooring in the kitchen has been happening and a few people who are contracted with the company has looked at the flooring in the kitchen and realized that the flooring is uneven and would not replace the flooring with just luxury vinyl tile. The communication between me and carpet one has been difficult, and I still have a floor that is broken, and I would like the flooring to be fixed. I have reached out to them a few times and I have to keep calling to talk to the person that I have been dealing with, but still with no resolution. I just would like my floor fixed.

  

  Business Response

  Date: 01/11/2025

   First I want to apologize to *** *****. We have gone round and round with her flooring issue in her kitchen. To this day we have sent an installer out twice to fix/replace part of her kitchen and both times ran into issues. First time there appeared to be water under the floor from the dishwasher and we were told not to take up the floor at that time if we couldn’t promise to get it back together that day. Obviously we couldn’t promise that so the installer left with no work completed. Then her sister in law called who said they fixed the dishwasher, which apparently the drain was clogged, the floor was dry and we could come out. We scheduled another time and when our installer came out and went to get the material that the customer had that we were to use to repair/fix the floor, but once he saw the material it was mostly chipped and the tongues were cracked which made it unusable. So unfortunately for all involved no work was able to be completed again. After the installer left and I spoke with *** ***** we determined that there could be a few different reasons their kitchen keeps having issues and I want to may sure we do this once and for all. Mrs Shipik sent me a picture of what was underneath her floor and since then I was looking and have found different material to install in her kitchen. I will call *** ***** to discuss and explain the next steps. To answer her question yes our goal is not to “just repair/replace” her floor but to figure out any and all reasons why the first one failed and to make sure the one we replace it with doesn’t do the same thing! I will be out of the office and at convention from 1/12/25-1/19/25 and I will call *** ***** the week I get back 1/20/25.

  Thank you,

  ****** *****

• Initial Complaint

  Date:10/28/2024

  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.

  Ordered new flooring in August and it was installed & finished August 16th. When placing the original order, I ordered several extra boxes of flooring to have for future projects. During the installation process, some of the flooring was ripped up and redone because it was not done well and needed to be fixed. Company said they would cover the cost and order us new flooring to replace the extra boxes they used. The flooring arrived to the store before the job was done. The flooring was never delivered to us. A sales associate reached out in September to ask if I still wanted my extra flooring (that I paid for in full before any work had been done) and said to receive it I must pay the remaining invoice of $363.80 (to cover a last minute change in job). I wrote back that yes, I would still like the flooring that I paid for. I also said that I was surprised they were asking for that money, as they never finished the job. Their installers were supposed to come back to finish up and clean up some damage and never came back. I also proceeded to let them know of several errors, messes, and damages that were caused throughout the process. I also told them that all of these things had been mentioned at some point along the way to at least 1 person but wanted to list everything together. 3 weeks went by with no response from company. I sent a total of 3 emails in that time (confirming I wanted my materials) before I heard back. The store manager emailed me back and I once again confirmed I wanted the flooring and once again expressed that the job was never completed and that I don't think I should have to pay for a job not done BUT that they had the right to charge my card if they felt that their work was adequate and complete. It's been 2 1/2 weeks since then and not only have I still not received my flooring (5 1/2 weeks from when I originally said I wanted them, and 2+ MONTHS from when they received them), I have not even received a reply from anyone at the store.

  

  Business Response

  Date: 11/18/2024

  Business emailed the BBB response:

  This was a very difficult customer and every trade who did work in her home she was completely unsatisfied with. I knew when I first meet with her and her husband it was going to be difficult to make her happy as she had unreasonable expectations so I took over the job as the owner from her salesperson so I could personally try everything possible to make her happy. We had sent one of our installers to her home to check out the condition of her floor and it was so uneven he refused to install at her house with the product she had picked. I then stepped in and told her she could not do a floating floor that it must be a glue down floor. That we would do some floor prep and that the floor would be better than it was but without her jacking the entire floor up from the basement we could not level her floor. With the product she went with it would bend to the condition of her floor and she would still be able to see imperfections. She understood this and I stressed this before she signed her contract and gave us any money. Our policy on payments is 100% down upfront. This matches what all big box stores have as their policy. We only sell special order non returnable products so that is why we have gone to this policy. We finished the Valentino job on 08/18/24. We reached out to Holly on 08/24/24 to collect her balance and make arrangements to get her the balance of her flooring but she chose not to respond to us until 09/19/24 which at this time is the first time she mentioned all the issues she has at the job. She states that I was only at her home for 15 minutes. This is a complete lie. I was at her house daily as I drove right by her development on my way to and from work everyday. They were not living at the house yet so they were not always there when I was with the installers but most days either her or her husband were there and I talked with them. On Friday 08/17/24 I stopped and went over entire site with the installer and all he had left was the baseboards which he was doing on Saturday and there was no mention of all this damage that was done because there was not damage done by us to her home. In regards to glue on her floor  that is probably true because this happens with every glue down we do. There will always be some glue haze left behind which we tell customers will come off with the next 3-4 good washings. I believe the email communications I have shared above will show her demeanor towards myself and my company. After the nasty email she sent back on 10/14 I knew nothing I said would make a difference and she calls me a liar which I have not lied or exaggerated anything on her project.  If you would like to talk with my installer I am more than happy to put you all in touch. She can’t deny he was at her house everyday trying to go above and beyond to get her project completed in a very tight window so she could move into her new home

  Customer Answer

  Date: 12/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]

  December 6th, 2024 - the flooring was received. This case can be considered closed. 

  I originally reached out to BBB to obtain the flooring that we pre-paid for. I decided to keep the message as professional as possible, just listing facts and not trying to 'get personal'. Unfortunately, the manager of the store seems to have a strange personal vendetta against my husband and I and prefers to take every opportunity to drag her customers' names through the mud. I had zero desire to continue this any further but unfortunately I feel like I was left with no choice but to speak to the manager's latest response which, yes, is greatly made up. (which I already told her in emails - that for some reason she thought appropriate to share?)

  She seems to be forgetting that just a week before we personally started working with her, her company installed carpet on my entire 2nd floor with zero issues. zero complaints. A smooth transaction, if you will. The manager also seems to be forgetting that literally the only reason she *started* working with us was because we went to the store after my husband got off work to pick out our flooring and the sales woman that we had been working with for the first project (carpeting our 2nd floor) and for the beginning of our 2nd project (laying hard floor on our 1st floor), was about the leave for the day. Only because of that, we started working with the manager. Simply because she was staying later than the original associate we were working with. And don't get me wrong, my husband and I were happy to work with the manager - someone who was supposed to have much more knowledge and experience. We thought it could be very helpful, as we knew our floors were not 'perfect'. And finally the manager seems to forget that ALL relationships were very positive, friendly, personable, etc... until day 2 of install. On day 2 of install, I held back tears from our installers and we talked through the disappointment of our floors going from (visually) bad to worse. When I left the project, I went back to my temporary housing in tears and told my husband I didn't know what to do. We were using all our savings for these floors and they looked horrible. I felt stuck. He called the manager in hopes that she may have some advice for us or be able to guide us to how we can make things better. This is where everything went south. As quick as a light switch, the manager immediately turned on us, got defensive, and started gaslighting us...and it never stopped and it never got better. [So no, she didn't 'know we were going to be impossible to please since the first day'. That's just false and a flat out lie to save face. Our relationship was EXTREMELY positive up until that point. And our relationship with the sales woman was always positive. Our relationship was even positive with the installers. We did seek guidance from them and they knew how we felt but nothing was every brought up to them in a demanding or hostile way.]

  The manager speaks about my 'demeanor'. Yes, after months of... this...my demeanor changed. I have zero problems admitting that. I am not going to be as nice and understanding as I was at the beginning. Someone constantly gaslighting you will make you change your demeanor. Someone slandering you left and right will do that to you.

  Among some of the other lies the manager claims that 1) We were unhappy with every other contractor/worker we had in the house. ...that's just a flat out lie. And I told her this. I would love to know where she gets this information. I told her that she's either getting us confused with someone or she's straight up lying, as we had numerous positive experience will all different types of vendors that we had in our home. (in fact - have even recommended several) The only thing she could possibly say we were 'unhappy' with was the fact that spending tens of thousands of dollars on our new house and not being able to move into our new home for 2 months after we purchased it (and after living with our 2 small children in temporary housing for a year) stinks. So yeah, that's not the most fun thing to go through but that doesn't make us 'unhappy with every other contractor'. They're not remotely the same thing. The manager also said that 2) 'No other person would work on our floors' (because they were 'so bad'). This is also just a flat out lie...unless she knows something that I don't know about my own house and own estimates. Because for months, I had our other estimate companies calling and emailing, asking if we were going with them. So...how does that compute to no one would do our floors? Our floors that her and the installers even agreed weren't 'that bad'. 

  The manager also claims that it's 'standard practice' to receive 100% of the money up front which, again, not true. It's never been true of any flooring I've received (not to mention, my family & friends who I also asked about their experiences with other companies), and not the case with our other estimate. In fact, it's never been the case for ANY type of work we've ever had done. As I told her, this should had been a red flag. Had this not been a personal recommendation, I would have never gone through with purchasing through this company, knowing that their policy is to pay for all materials and labor 100% upfront. I knew better and went against my better judgement, so it's shame on me. 

  And although the manager's response was full of so much other slander, I will only address 1 more statement she made. (In response to me saying how each time I communicated, it took her - a business manager - WEEKS to respond), she decides to say how after the 1st communication, it took me 3 weeks to respond. Yes, the 1st communication back on my part was not done promptly. I am not someone who checks emails frequently (and if you saw how many unread emails I have in my inbox at any given time, you would see that to be very true) and so I did not even see the email for over a week. When I did finally see it, my life was a little hectic, to say the least. A close relative of mine unexpectedly entered hospice so I was spending hours every day going back and forth to visit, until their death. After their passing, I was assisting with the things that are required when someone passes away. During my relative's stay in hospice, my husband and I were also involved in a car accident, which left our car totaled so we were dealing with our 1 car family no longer having a car and the logistics of getting a rental (that could accommodate 2 car seats) and having to do a very quick car purchase when purchasing a car was the last thing on our radar. So yes, please excuse me if some flooring was not my top priority at the time. Let's also not forget that as a business, prompt responses are generally REQUIRED and I don't know a single business that thinks it's ok to take weeks to get back to a customer. It's very different for a business to take weeks to communicate *back* to a customer vs a customer that took weeks to get back to a business when they weren't even expecting a communication. And for our final communications - she wrote me while I was out of town. I do not like advertising when I'm out of town so I wrote her a couple days after I got back and then waited to respond here AFTER we had received our materials. 

  I have no desire to ever do business with this company again or even communicate with the company (the manager) after this. She has done nothing but double down on her lies, all in the sake of...saving face? I don't know. But I do know that my husband and I deserved good service and human decency (even if our budget was only $13,000 and not $130,000). We never deserved any of this slander. It's despicable. The manager can spread all the lies she wants and that will only speak to her character as a person and a manager. I am done. I will no longer be responding to any future communications from her or the company. 

  
  Regards,
  ***** *********
  
  
  
  
   

• Initial Complaint

  Date:02/09/2024

  Type:Sales and Advertising 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.

  We picked out tile for bathroom remodel had are contractor who does many bathrooms call Carpet One with measurement. We ordered tile, were called when tile was in and contractor picked up order. Floor tile was 25 square feet and they order way to much and won’t take it back. Keep saying they are working on it and have not heard from Carpet One managet

  

  Business Response

  Date: 02/14/2024

  Hello,

  As you can see from the attachment we have on all our invoices that we do not do returns. As a courtesy, I told ******* (the sales person) to try to call the companies we purchased the material from and see if they would let us return material. I know that one company said they would with a 30% re-stock fee + the freight. But i'm not sure if she heard back from the rep of the other company. The important part here is that the customers installer measured and should have told the customer what to order.  We purposely don't measure jobs we don't install because It's no win situation. As I explain to everyone, there are 2 different installers out there... installer A) cuts a tile and throws away the scrap. Installer B.) cuts a tile and saves every scrap piece and will put the scrap pieces together like a puzzle. See how installer A and B would need a different amount of material to do the same area.  How are we to know which installer a customer is using. See how we're in a lose/ lose situation. I have no problem "helping" customers figure out quantities but in the end i've never stepped foot in their home. I didn't measure and I don't know who's installing and what % they use for waste. So I know it looks like we're being difficult but were really not. It's just that no matter what we figure were wrong and with freight being as high as it is these days companies don't let us return material like they used to. If i can help Mrs.Molnar we will.

   

   ******* is on vacation this week and will be back Monday. If The ******** still want to return the one tile that ******* got the approval on, she can call them and get that started. As far as the other one, if the company won't allow us to return the material, then we will also not be approving the return. Again ******* and **** ****** can discuss next week.

  Thank you,

  ****** *****

  Customer Answer

  Date: 02/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ***** ******
  
  
  
  
   

• Initial Complaint

  Date:06/05/2023

  Type:Customer Service 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 canceled an order placed with business and I was told the cancellation will be honored. Then I received a call from the business stating the cancellation will not be honored

  

  Business Response

  Date: 06/09/2023

  Mr ****** placed his order on June 2nd. At which that time we placed the order. He then stopped in the store on Saturday asked the salesman that were working some questions about his order but at no time asked to cancel his order. Then on June 5th called Carpet One and told his original sales person that he would like to cancel his order. At that time she said she wasn't sure if we could but that she would look into it. She then called the manufacturer who stated that the carpet had already been cut and loaded. She then called Mr ****** back and tried to tell him that we wouldn't be able to cancel his order at which that time the phone got disconnected so she called him back and so she called him again to let him know but again the phone got disconnected. 

  The resolution that I can do at this point is for us to keep the carpet and charge a 25% re-stock fee. 

  358.80 - (25%) 89.70= 269.10

  tax= 19.50

  Total Credit $288.60

  At the end the customer will have to pay for the freight and the re-stock fee. 

  In today's day in age companies try to get products out asap. Carpet mills work on Saturdays trying to get products out to consumers as fast as possible. In most cases this is a good thing and in some cases like this one its not. I would also be willing to discount his invoice to $430.00 if he wants to keep the carpet but honestly that's the best i can do.

  ****** *****