Complaints

This profile includes complaints for DeGol Carpet's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  DeGol Carpet

  851 Plank Rd. Duncansville, PA 16635

• 

  DeGol Carpet

  Rd #5 Box 73-A Tyrone, PA 16686

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:02/25/2025

  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.

  Carpet/ padding was purchased by contractor through DeGol Carpet in 2020. The carpet/ padding was selected by me ( customer).The manufacturer of the ********************** is Mohawk and came with a warranty.During the time between installation and present there are multiple fibers including a chunk of fibers that came off my step when I used the vacuum tool.The carpet looks old and defective.Aug 2024 I reached out to "****** *******" who sold the carpet and described the issue.She sent out an employee ( *****) to take photos which would be used to submit a claim w/Mohawk.I was told this could take a couple months and to reach out late fall (2024)for an update. I did so and was told by ****** that they hadn't heard anything.From that period to the present I have called multiple times asking for updates and have been given no information regarding my claim.During one of my calls with ****** she mentioned that it was " a good time that I called" because their " Mohawk **** was there and she was going to talk with him " to see if he could expedite" my claim.I heard no response or otherwise.I called again 2/06/25 and spoke with " *****". She noted ****** was out sick and wasn't sure if she would be back the following day.I described the issue with her.I also mentioned that I had personally called Mohawk 3xs for updates twice being told it was being escalated and lastly that a claim was never filed.***** told me that she did not know where the claim info was located in their office but said "I promise you if I don't have an answer for you by Fri 2/07/25 I will no later than Mon 2/10/25". I received no response.I even provided my email address for further contact.I called again 2/12/25 and spoke with ******.During this conversation I asked for the claim number which she did not provide.I found this peculiar.****** gave me her " personal cell number" to again submit photos to her directly. I did so.She said she would contact me 2/14/25 with an update.None of my calls are returned.

  Business Response

  Date: 03/13/2025

  Hello. I am responding to the letter we received regarding ***** *****. 

  We have been in contact with Mohawk Carpet ****************** The Claim number is *********. 

  Mohawk has agreed to escalate this specific claim to the best of their ability. Now we are just waiting to see what they want to do next. 

  There is a possibility they may want to use an independent inspector to make sure this is indeed a manufacturing problem unless they feel confident by the pictures ***** provided to me via text on 

  Once I get an update, I will then respond to this Complaint ID ******** again to see how to proceed with this per Mohawk.  

   

   

  Customer Answer

  Date: 03/14/2025

  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.
  
  The retailer did not provide the date when the claim was originally submitted,warranty information or original sales documentation when this was purchased.
  
  Regards,
  
  ***** *****

  Business Response

  Date: 03/24/2025

  Customer states our company did not send her the information she requested (warranty and invoice). This was emailed to the customer directly on 3/14/25 at 1:33 pm. She even replied to our email at 1:44 pm arguing the dates of installation were not correct that I had given her, per her request. We enter dates into our system to pay the installers for the jobs. These are the dates we go by when the job is almost 6 years old. The customer also claims we have not provided her with the date of file. The customer called in and spoke to the manager of the store in a lengthy conversation regarding her claim on March 14th at 11:38 am. I am attaching the warranty info (if the size of the file allows) and the invoice I provided her on 3/14/25. 
  Regarding an update on our end, We have escalated this claim to the highest level we can ask for as a retailer. I have gotten 2 people *** *** and his boss) involved to try and help move things along and/or help get this resolved. We are waiting for their response as to why this carpet has failed. We have to await answers from the manufacturers claim department as to what our next step is. 
  

  If the Better Business Bureau would like copies of the emails between the homeowner and myself, I would be happy to accommodate. 

   

  (The 2019 Mohawk Warranty Guide is too big of a file to send thru this communication)

  Customer Answer

  Date: 03/24/2025

  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.

  I did receive the warranty information from the retailer via email as it had crossed between my last BBB response and email receipt.I did not receive any warranty information on either of my flooring purchases when installed.I did not receive any documentation of the original claim filing for Aug 2024.If my claim was being followed up on I would have been informed then that Mohawk lost all claim info.

  The date of original said installation is incorrect.The carpet was not installed until January of 2020.I noted this via email to the *********** claim was also said to have been filed Aug of 2024 therefore not making this claim " almost 6 years old".

  I had a lengthy conversation with the owner's daughter ( management) about the neglect of my claim for so many months.This conversation included all the calls I had made directly to ****** ******* at DeGol Carpet from late fall 2024 up until February of 2025.These calls were not only made for updates on my claim but also should have served as reminders that this issue deserved follow -up attention.When discussed with management she had no other explanation than that she did not know why ****** didn't follow-up.She also indicated that Mohawk was changing computer systems and all claim information was lost therefore having to resubmit my claim in 2025.The said date of the carpet install vs the resubmission of a new claim misaligns the issue to be nearing 6 years vs the factual timing I've stated.

  There has been email exchanges since the BBB involvement between the retailer and myself.I have no issue providing myself or the retailer doing so for further documented evaluation.

  The retailer has stated that they have escalated this claim with Mohawk to their maximum ability including their Mohawk *** and so forth since the *********************** stated in my original complaint alot of things were said to have been done,or were going to be done and never were for an extended period of time.Based on the history of this retailer's negligence I am not comfortable closing my case with the BBB until my claim with Mohawk is satisfactorily final.

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

  Business Response

  Date: 03/31/2025

  The consumer has been notified that as of this morning the manufacturer is sending out a third party inspector that will take notes and find out why this product is having issues.