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Business Profile

New Carpets

Crest Flooring

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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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  • Initial Complaint

    Date:04/25/2023

    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.
    Date was May 13,2022. They offer a 1 year warranty on the installation of the carpet and I had them back to fix a seem in the hallway which you can still see and I am afraid eventually it will come apart. They came back again and i was told there is nothing they can do about it more than once and told me that they are not going to do anything about it. I paid $7946.78 for the carpet and that is the answer I get from them. Not acceptable to me. The total installation charge was $2125.50 for the job. I am very unhappy at this point to hear that from a company. I even had someone point the seam out to me that came for a visit.

    Business Response

    Date: 05/23/2023

    Hello,  
    Crest acknowledges your concern regarding the possibility of the seam coming apart in your hallway. 
     
    Crest installed the carpet in your home on 6/2/2022 and a service request was made on 6/8/2022 regarding the carpet seam in the hallway at the doorway. The original installer came out and addressed the proposed issue on 6/22/22. Then, Crest came out on 4/3/2023 to steam the seam. Shortly thereafter, Crest sent a different installer out to look at the proposed issue. 

    Crest has a 2-year installation warranty for all installations. Your installation warranty would be valid until 6/2/2024. However, seam visibility is not considered warrantable if the seam was made correctly.  

    Our professional installation crew made an acceptable seam according to the ********************************. A proper seam has tight edges without gaps or overlaps. Unfortunately, no seam can be guaranteed to be invisible. Seam visibility is highly dependent on the texture/color of the carpet as well as the lighting and furniture placement in your home. The seam tape and glue that is used is extremely durable and Crest is confident that it will not come apart. The way seams are made, they are actually stronger than the carpet itself!  

    I understand that you would accept the installation and be content with a refund of the installation charges of $2125.50. Unfortunately, this is not an option for us as it would be admitting we did not do a workmanlike job.

    Thank you, 
    *************************************
    Executive Assistant 
    Crest Flooring 

    Customer Answer

    Date: 05/26/2023

    [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

     Complaint: ********

    I am rejecting this response because: They only came out the one time to re seam the seam and it was still visible so they sent another gentleman out and he did not want to try to re glue it and suggested that maybe they could just install rug in the hallway but could not guarantee the color lot would be the same. I do not have any furniture at that spot since it is a hallway. The least they can do is refund some money to me to try and make me happy since I did send a customer to them who did their whole house in the same color carpeting. I guess that is the thanks you get for recommending a customer to them. Well never again and I only hope they don't have any trouble with their seams. And by the way I was told that I had a 1 year warranty on all installation including seams. I guess lesson learned and I should have went with the other company and I will never refer your company again. Sorry but that is the way I feel since you can't even offer me anything.

    Regards,

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

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