Complaints

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• Initial Complaint

  Date:10/07/2022

  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.

  Almost one year ago, I had floors to go install my carpet in my home. When I went to the store to discuss carpe options, I was told that I would pay half of the total when the carpet was ordered, and then I would pay the other half when it was installed. I paid half of the upfront cost, and waited for the date that my carpet would be installed. Once the carpet was installed, I paid what I believed to be the second and final half of the upfront cost. For almost a year, I did not hear anything about this payment. I assumed that it was paid in full and I did not owe anything else. About a month ago somebody reached out to me through a voicemail stating I still had an unpaid balance. Before I could return the phone call, I received a letter in the mail stating the same thing. When I called floors to go, I was not able to get ahold of who initially called me. I did not receive a return call for two weeks. When I finally spoke with someone, she stated that I did in fact owe the second half of the upfront cost for my carpet. I told her that I was unaware of this and that I thought I had paid it, since I paid the installers. She stated that the installers for the carpet are not contracted through their company, and that was a separate cost. I was confused by this, because that is not what I was told I would be paying for. I asked the woman if I could receive a discount or something since I was not made aware of this payment. She stated that I would have been told this is how it works. I was not told this information. She also stated I would have to pay the amount due or she would send me to collections. She wanted me to make a payment then. I told her I was unable to make the payment at this time and was uncomfortable doing so based off of what has transpired. I have not called Floors to go back at this time and assume my account has been sent to collections. I am extremely unhappy with this service and feel I should not have to pay for something I was unaware of.

  Business Response

  Date: 10/10/2022

  08/18/2021 Original order was placed for 600 sq ft of carpet and pad plus miscellaneous tack strip - $1,293.98 (material costs only copy of sales order attached noting 50% deposit is required at time of Order on products and/or installation.  Balance due upon completion of product deliver and/or installation)
  08/18/2021 Deposit of $600.00 was paid by **************** against materials
  

  01/13/2022 -01/13/2022 - EM **** final invoice - ******************* (GM of Floors To Go)
  06/20/2022 -Emailed request for payment and copy of invoice.  Jorna
  
  08/01/2022 -No reply, sent a letter re: collections. Jorna
  08/15/2022 -**** called, Jorna to call her @ ************. KK
  08/19/2022 -Ph number is to NW **************** ****** is closed on Fridays. Jorna
  08/29/2022 -LMTC for **** on ************. Jorna
  08/29/2022 -She called back and LM for me.
  08/31/2022 -LMTC for **** on ************. Jorna
  09/19/2022 -I called ************, closed for lunch.  I called ************ and spoke with *****  I explained that she still owed $693.98 for the balance of materials.  She said she paid the guy that came out.  I apologized and said that the installer is always paid separate but the materials are paid for with a 50% deposit and the balance (of materials) when it is installed.  She was very unhappy that someone didn't call her months ago.  I apologized and asked if she would be able to make a partial payment, NO - she works only part time and has bills to pay.  No one told her that she owed this money.  She thought when she paid the guy that that was the end of it.  I explained again and she said "yes, I got that".  I asked if she would be able to clear this ** in 60 days?  She said no, she will talk with her husband.  I asked for a call back in **** days...she said she would see what she could do.  I was very blunt and said that if I don't hear from her in a week I have no other option than to send this to collections. 
  
  The 50% deposit amount was paid when the order was placed.  How would she know to pay the 50% deposit if it had not previously been explained to her that the balance of the order (50%) would be due when it was ready to be installed?
  
  The sales order clearly states that ****************** would be installing the carpet (which happened on 01/13/2022) and that the Customer will show you an area in hall to leave bare where they will put the washer and dryer they will put laminate and flat bar in Labor paid to Contractor, install carpet, pad and tack strip $545 ********************* is installing
  
  The balance of the original sales order is $693.98 and is due when the material is installed.

  Customer Answer

  Date: 10/19/2022

   Good evening, 
  
  I received a notice on 10/10/22 that I would need to respond in 7 days for this complaint. As today is the 17th, (the 7th day since 10/10) I assumed today was the last day to respond. 
  
  I see that in the response to my complaint, ***** stated that $693.98 was due at the time of the installation. To my knowledge, when the carpet installers came to my house and installed the carpet, this amount was paid. Regardless of what amount is stated on the side of the invoice, it is not stated in the total of the invoice. Again, I was not informed that the installers were not through Floors To Go as they accepted the form of payment without hesitation after the carpet was installed. Based on that transaction, it seemed like I had completed the full payment of $1,293.98 as I did not hear anything about it for several months. 
  
  It had been several months before Floors To Go had made contact with me stating I owed this balance. The contact number placed on the invoice is my cell phone number *************). Jorna stated that she had tried to call ************ (Northwest Family) which is my place of employment. I DID NOT add this number as a point of contact for me and am unsure how Jorna knew to call my place of employment. ***** stated she contacted this number several times, but did not leave messages. At this point it is several months past the carpet installation. When we finally spoke, she notified me that I had a remaining balance of $693.98 which I did not believe per the information above. ***** wanted a payment to be made that day which I was unable to do on such short notice. Once again, I was not informed that the installers were paid separately. Jorna stated that all employees will notify their customers, but I was not aware of this. 
  
  If I had been aware that I would have to pay an installer fee, and the Floors to Go carpet fee I would have not bought this carpet. I feel that is extremely expensive and that is not what I believed I was paying for. 
  
  I appreciate your help in coming to a resolution as that is what I had previously tried to do. 
  
  Thank you,
  
  *********************