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Business Profile

New Carpets

Millcreek Carpet & Tile Inc.

This business is NOT BBB Accredited.

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Complaints

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

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Millcreek Carpet & Tile Inc. has 10 locations, listed below.

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    Customer Complaints Summary

    • 4 total complaints in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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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    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/19/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 4/15/24 we agreed to tile in masterbath, tile in kitchen backsplash, laminate flooring on both levels, carpet on stairs all installed for $41213.27. At that time we also paid a deposit of $20692.12. After numerous missed start dates when they finally did get started they showed up 1 or 2 days a week and worked as little as 2 hours a day. I understand and accept minimal touch up paint required but the damage they caused was extensive. They damaged drywall so bad that it broke the drywall tape. They damaged our glass cooktop and counter tops by cutting tile on both. They damaged several electrical outlets. The original tile work was horrible. The 2nd tile crew was better and fixed a lot but still unacceptable. He actually left a bottle of acid and told my wife how to use!! to finish their job! We requested epoxy grout and was told "yeah it is all epoxy grout nowadays" we found out toward the end it was not. The first laminate floor crew and was not installing the vapor barrier correctly. We found liqueur bottles after they left the first day so they were drinking on the job. We had saleman and the installation company come out, they committed to making everything right...nothing changed. The last day they showed up was 8/2/24. I contacted the company requesting a $2073 refund I will attached the letter. They has since reached out and agreed to $1000 refund. We believe a $2073 refund was very reasonable and the fact that they would not even meet that we now expect $4000 that is less then 10% of the total bill.

      Business Response

      Date: 09/12/2024

      ********************************* & **** has resolved the dispute with *****************************. 

      Customer Answer

      Date: 09/12/2024

      I am satisfied. You can closed the case.

      Customer Answer

      Date: 09/12/2024

      I have reviewed the business response and accept this resolution. 

       

      Most Recent Message

      Date Sent: 9/12/2024 5:58:11 PM
      I am satisfied. You can closed the case.

    • Initial Complaint

      Date:02/07/2024

      Type:Billing Issues
      Status:
      Resolved
      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.
      My original quote was $5,400, but following multiple issues with installation (not showing up on the scheduled day, failing to deliver the flooring early to get it acclimated, a crew that did not show up, late arrival twice, showing up at the same time as moving trucks after I had scheduled them to install several days earlier). In November, the Manager, *******, agreed to discount the bill for $300. She indicated that I would see the amount in the bill but to ignore it because she would handle it and I would not owe it. I did ignore it in November, but in December the $300 was still shown so I called ******* who again agreed to have the bill adjusted. Now I am receiving a Past Due statement. I have near perfect credit and their failure to follow through is troubling. My experience with this business was horrible.

      Business Response

      Date: 02/08/2024

      Hello, my name is ***************************. I am will Mill Creek Carpet & Tile. I want to apologize for the trouble and I would like to help resolve the issue. I can get you a credit for the amount you were promised. Please feel free to contact me at **************.

       

      Customer Answer

      Date: 02/12/2024

      I have reviewed the business response and accept this resolution. Thank you!

    • Initial Complaint

      Date:01/23/2024

      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.
      I have attempted to get Mill Creek to respond to a warranty claim on flooring installed in Dec 2019.I first contacted ************* Early 2023 to discuss options and was told I'd receive a call back from *****. I never heard back and in the summer of 2023, I again reached out to discuss issues in the materials used through the flooring job. Again my information was taken, but this time I referenced the original paperwork. I was ensured I'd hear back from someone.I again reached out between Thanksgiving and new years and again talk to the same woman. She again ensured me she was looking into it.Fast forward to January of this year and AGAIN discussed this issue with a *****. (He is newer to Mill Creek than the original ***** that worked on my order.)It has been over 2 weeks and I have not heard back. I am filing this BBB report to get a response from teh business on warranty of defective vinyl plank flooring

      Business Response

      Date: 02/06/2024

      Hello,

      My name is *******************************. I am the *************** Manager. I can come out to look at your floor and try to get you taken care of on Friday of this week if that will work. Please contact me at **************.

      Customer Answer

      Date: 02/09/2024

      The regional team came by to see the floor TODAY, 2/9/2024 and agreed to start a claim with the material manufacturer.

       

      Once claimed approved I will close this request.

       

      Thank you!

      -****

      Customer Answer

      Date: 02/22/2024

      ****, the consumer, is asking for this complaint to not be closed bc he had an assessment done, but still hasn't heard anything further from the company. 
      He also said that they validated that it was a valid claim with the materials manufacturer.
      He has been waiting 2 full business weeks to hear back from the company. 

    • Initial Complaint

      Date:09/21/2022

      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.
      Millcreek installed doors and flooring in my custom built home. Flooring had to be replaced and still not correct. The main issue I have now are two of the three thresholds. I have been in contact with Hank at the store on May Ave in OKC but keep getting the runaround. He told me last week that he turned it over to his service department but I still haven't heard anything. The first two pictures attached are the 2 thresholds that need fixed. The third picture is the other door that is correct. Hank did mention that wood trim would be needed and that is not acceptable since one of the 3 doors was done correctly.

      Business Response

      Date: 12/29/2022

      Business Response /* (1000, 5, 2022/09/23) */
      We spoke with Ms. ***** ***** on Thursday-Sept 22 at 10:45am shortly after receiving the BBB case via email at 7:15am. She informed us that she was unhappy about the transition from her wood floor to her exterior door thresholds(2). After discussion, we agreed that her builder had the door installers elevate her doors by 3/4 inch to allow for nail down/sand & finish wood flooring which is an 1-1/2 thick. Later in the construction process, the ***** family changed their wood floor choice to a glue down engineered wood floor that is only 1/2 inch thick. This created a gap between her wood floor and the exterior door threshold. The builder should have had a carpenter modify the door installation prior to trimming out the interior side of the door, bricking the house and pouring concrete. These factors leave us with only one solution. Even though Mill Creek Flooring or Mill Creek Millwork did not create this problem, we have decided to manufactured a custom molding that can be attached to the face of the threshold. We will stain the molding to match the wood floor. These solutions will be at no charge to the customer. There is no structural or esthetic defect in this installation or solution.

      We spoke with Ms. ***** on Friday-Sept 23 at 2:15pm to discuss a time that we can come out and install the custom molding. We agreed on Tuesday-Sept 27 at 9:30am.

    Millcreek Carpet & Tile Inc. is NOT a BBB Accredited Business.

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