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:08/10/2022

  Type:Product 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.

  ******* brought ******************* floor samples to the house. We agreed upon the ******************* hardwood. The contract signed on 7/8/2022 states "matching" and *****". The installer came to the house. He alerted me that the treads, risers, and floor boards that they provided were 3 different colors and different brands. He took all materials with him and said that he would try to get the correct matching materials and return the same day. He never returned. I emailed and spoke directly with ******* from Bucks County Carpet & Floor. They are unable or unwilling to provide matching materials as per our contract. I asked for a refund and they refuse to refund my deposit. I asked for options and all of their options require me having mismatched materials installed and paying additional money. They said if i want matching materials then I would have to pay an additional $2,100 and have unfinished materials stained on site. (******* later admitted that ***** does not make stair treads and risers, which she never told me when we agreed to this installation.) Attached below are pictures of the samples that ******* brought to the house that we agreed upon, and the actual materials that the installer brought to the house that he correctly pointed out were not matching and were of different brands. Also attached is the receipt that reads matching and *****.

  Business Response

  Date: 08/18/2022

  Please read the attached documentation.  The attachment titled "*********************** BBB Response" is our response to the complaint and all the other attachments are supporting documentation for the response.  I'm not sure if your system shows color pictures, but if it doesn't, let me know and we can email them separately.  As of right now I was only allowed to upload 4 attachments. I am going to attempt to access this page again to upload the other attachments, but if that doesn't work I will try to email them to your listed email address. Thanks, *******

  Customer Answer

  Date: 08/22/2022

  [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:

  The contract clearly states "matching" and "*****"  The installer came to the house and informed me that the materials were not matching.  He showed me that they were 3 different colors.  The treads do not match the risers.  The risers do not match the floor boards.  The treads do not match the floor boards.  Please see attached picture.  He told me that he would try to get the correct matching materials and return on the same date.  He never returned.

  They are unable or refuse to provide matching merchandise.  They are in breach of contract.  I am in receipt of nothing.  I am in receipt of no merchandise.  They have provided no service to me.   

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

  Business Response

  Date: 09/13/2022

  To Whom It May  Concern, 
  We stand by our original response to this complaint. Please review the lengthy documentation that we have already submitted.   ****'s credit card company reviewed this same evidence and found in our favor.  **** has now requested arbitration by the card company because they did not find in his favor the first time.  We clearly state everything we are going to provide to a  customer, in writing, prior to accepting any deposit monies from them. We did this with ****. Unfortunately **** changed his mind about his order after the goods had been purchased from our suppliers and after our installers lost a day's work. We will continue to abide by our contract. 

  Respectfully,

  Bucks County Carpet & Floor, LLC

  Customer Answer

  Date: 09/15/2022

  [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:

  I ordered matching materials.  The company is either unable or refuses to provide matching materials.  The materials that they brought are 3 different colors.  The Treads do not match the Risers, the Treads do not match the floor boards, and the Risers do not match the floor boards.  When they came to my house they showed me ******* hardwoodsand said they would provide matching materials.  They never said that the materials would be different brands.  Their installer informed me that the materials did not match and said that he would try to obtain matching materials and return.  He never returned.  I tried to reach a compromise with the company but they said if I want matching materials I would have to pay more money and they admitted in conversation that  ***** does not even make treads or risers.  They withheld this information and then said it really doesn't matter.  The contract clearly says matching.  I don't understand why they are being so difficult.  Please see attached picture.

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

  Business Response

  Date: 10/22/2022

  To Whom it May Concern,
  
  ************************** has repeatedly re-opened this complaint without providing any new evidence, because there is NO EVIDENCE of his claim. Since the last time we responded to this complaint, **** requested arbitration through his credit card company. We responded to that request immediately and wanted to pursue arbitration.  One of the terms of arbitration is that the loser of the process is responsible for up to $500.00 in fees. We are 100% confident in our stance and we have all the evidence to prove that we acted in a reputable manner, adhering to industry standards every step of the way, so therefore had no problem with the possibility of the fee. When we responded that we wanted the arbitration, **** backed out. The case is now completely closed, and can't be filed again. The attorney general has also closed ****'s spurious claim.  We would appreciate it if this complaint could also be closed, however, we will continue to respond and defend ourselves against this malicious libel for as long as it takes. 

  Respectfully,

  Bucks County Carpet & Floor, LLC

  Customer Answer

  Date: 10/24/2022

  [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 failed to provide matching materials as per contract.  Their intstaller took all materials with them.  I have recieved zero materials and they have provided zero services.  They are in breach of contract.  Please see the picture below of the 3 different color materials that they brought to install and that their installer said were not matching and took back to the store to try to get the correct materials.  Multiple eye witnesses were in the house and heard the entire conversation and saw the materials.  Please see the attached attestation.
  
  The “invoice” that Bucks County CPT & FLR provided either is not mine, or is incomplete. They are hiding the fact that they ordered different brand products that do not match, as reported by their own installer...and first hand witnessed by multiple workers who were in the house at the time. (Please see uploaded letter from *** ********)The materials on the invoice that they provided to you are not enough to have completed the job. The invoice they sent says continued next page.
  
  In fact, there are a total of 12 treads, 14 risers, approximately 20 square feet of flooring (for the landing), 4 lnft of stairnose, 10lnft of ¼ round molding.
  Please see the original contract, that states: “Hardwood single piece Treads and matching Risers, color Gunstock on steps from first floor to basement. 2.25 bruce 3/4 solid, 3.25" wide on landing. White Primed Quarter round on landing Haul Away old carpet”
  
  They are in breach of contract. They did not provide matching materials. There were 2 different brands of materials, as reported by their own installer and witnessed by numerous painters who were in the house at the time. (Please see letter from *** ********.)  Please see a picture of the ***** sample materials that that ******* brought to my house and that we agreed on.
  
  Please review all documentation that was submitted. There are multiple reviews on line that described the unscrupulous behavior of this company. This company has been taken to court and lost for bait and switch in the past. (Please see uploaded review from **** * Bensalem, PA and other unfortunate individuals who have also been duped by this company.)
  
  Please help resolve this issue at your earliest convenience.  
  Thank you,

  Business Response

  Date: 01/04/2023

  Hello,
  
    ****************** has apparently spent some time looking for anything negative he could find regarding our company, apparently including a review accusing me of sexual solicitation. As a woman with almost two decades of experience in a male dominated industry, I'm used to the misogyny, so this isn't exactly a surprise, but it's still a disappointment. Our company has been in business for more than 45 years, with hundreds of thousands of happy customers, and unfortunately a few dissatisfied ones. Although our goal is always 100% satisfaction, we are still working towards it. Additionally, although **** is presenting this as new evidence, these unverified reviews posted by strangers on random websites have nothing to do with the matter at hand and are in no way evidence of anything regarding ****'s contract with our company.  

    Our company stands by it's original response to ********************** complaint. He has now submitted this same complaint to his credit card three times and they've found in our favor every time. The most recent complaint to the credit card company was withdrawn when ****************** was told he would have to pay if the arbitration division found in our favor as well.  We would have had to pay if they had found in his favor but we submitted the form stating acceptance of that fact, since we are 100% confident in our stance. We have done nothing wrong. We had a signed contract for the goods ****************** ordered. We supplied the exact goods specified in the contract. ****************** changed his mind about what he wanted. Regarding ****'s alleged letter from a contractor stating that the floors don't match:  **** has continually stated that the materials don't match each other. We have supplied photographic evidence that they do indeed match each other, and they are exactly what he ordered per his contract, flooring in the color "********.". ****************** simply didn't like the way they look with his EXISTING flooring in his home, on a different floor of the home, not provided by us, and not the same as what he ordered from us. Everyone acknowledges that the new flooring is not the same color as the flooring that was already present on a different floor in ****'s home.   We have adhered to every industry standard.  We will again upload the evidence that has been provided numerous times in the past. 

  Thank you for your time.

  *******

  Customer Answer

  Date: 01/05/2023

  [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 Bucks County Carpet and Floor did not provide matching materials.  There were 2 different brands of materials,as reported by their own installer and witnessed by numerous painters who were in the house at the time.  The invoice that Bucks County CPT & FLR provided to you either is not mine, or is incomplete.   The invoice that Bucks County CPT & FLR provided to you either is not mine, or is incomplete.   Im guessing that they are hiding the fact that they ordered different brand products that do not match, as reported by their own installer...and witnessed by multiple workers who were in the house at the time. (Please see uploaded letter from ************.) The materials on the invoice that they provided to you are not enough to have completed the job.  The invoice they sent says continued next page. 
  
  In fact, there are a total of 12 treads, 14 risers, approximately 20 square feet of flooring (for the landing), 4 lnft of stairnose, 10lnft of round molding. 
  Please see the original contract, that states:
  Hardwood single piece Treads and matching Risers, color ******** on steps from first floor to basement.
  2.25 ***** 3/4 solid, 3.25" wide on landing.
  White Primed Quarter round on landing
  Haul Away old carpet

  BREACH OF CONTRACT
  01/05/2023
  Customer Name: *************************
  Complaint:  ********  
  Transaction Post Date: 07/10/2022
  Merchant Name: Bucks County Carpet and Floor
  Purchased: Merchandise and Service
  
  Dear Better Business Bureau,
  I am writing to dispute a charge of $2,000 from Bucks County Carpet and Floor.
  Pursuant to the contract titled W-***** and dated 07/08/2022, Bucks County
  Carpet and Floor conducted themselves in such a way that they have breached
  the Agreement due to the fact that they are in violation of the agreed upon terms
  and conditions of a binding contract. They failed to deliver the promised assets
  detailed on Page 1 of 3 of the signed contract. (Please see attached Contract
  labeled Document 1). Please see previously submitted pictures of the ***** sample that ******* brought to my house and we agreed upon and the  unmatching products that were brought to the house.
  
  Bucks County Carpet and Floors own Installer/Employee reported that the wrong
  materials were provided, and this fact was also witnessed by an unbiased 3rd
  party. (Please see attestation letter from *** ******** labeled Document 2.)
  

  The Consumer Rights Act states that items must be as described. Unfair or
  deceptive acts or practices listed by Pennsylvania Unfair Trade Practices and
  Consumer Protection Law, include but are not limited to sellers passing off goods
  or services as those of another and failing to comply with the terms of any written
  contract for the purchase of goods or services. No (Tit. 73 201-1 to 9) Unfair
  Trade Practices and Consumer Protection Law.
  Below, are several quoted sections of the contract that have been breached:
  They did not provide the products and services detailed on Page 1 of 3. (Please
  see Contract Page 1 of 3: Buyers signature below authorizes the work described
  above)
  
  They changed the products without signed agreed upon Amendments to the
  original contract. (Please see Contract Page 2 of 3 : “Company will not change or
  cancel an order once it is placed.“)
  The products were 3 different colors and were different brands. They provided
  retreads not treads as detailed in the contract. (Please see Image 2) The contract
  specifies matching ******************* floors, matching treads and risers. (Please
  see Contract Page 2 of 3: Placing an order. ***** confirmed and will accept the
  style(s) and color choice(s)indicated on page 1 of this contract.)
  They refuse to resolve the problem by providing the agreed upon assets and
  services provided in the contract or refund all deposited monies. (Please see my
  request letter for fulfillment of the specified contract materials/services or
  refund, labeled Document 3)(Please see Contract Page 3 of 3: Warranties-
  Buyer must allow any and all inspections deemed necessary by ******* or the
  manufacturer to resolve any problems, or all warranties are rendered null and
  void.) They refused to resolve the problem by fulfilling their contract obligation
  or providing a refund.
  
  They did not provide the agreed upon materials and did not request an
  Amendment to the contract stating that they would provide different materials.
  Please see Contract Page 3 of 3 Amendments - All changes in this Contract shall
  be made by separate document and executed with the same formalities. No
  Amendment was created.
  
  They failed to meet the standards of practice required by law. They failed to
  meet the standards of the Consumer Rights Act, of the Unfair Trade Practices and
  Consumer Protection Law, and Chapter 27, Title 13 of the Commercial Code.
  (Please see Contract Page 3 of 3 Remedies - Company will perform this Contract
  in conformity with customary industry standards and practices.)
  
  Accordingly, Bucks County Carpet & Floor had a duty to supply and install
  matching ***** hardwood floors,treads and risers. This did not occur. I am in
  receipt of no merchandise and no services. Therefore, the purpose of this
  correspondence is to provide written notice of default pursuant to the signed
  Contract, as detailed above.
  
  It is important that consumers know that this business is unwilling or unable to honor their contract and are unwilling to make amends.  I prefer not to pursue legal avenues as this will result in further loss of money and
  time both to myself and to Bucks County Carpet & Floor. I request that Bucks
  County Carpet & Floor provide a viable solution to this disagreement, and/or
  documentation as to why they refuse to provide the specific materials and
  services as provided in our contract or refund my deposit. I request copies of the
  full invoice (all pages) for the materials that Bucks County Carpet & Floor ordered
  for my project. If they are unable to provide these things, then a full refund
  needs to be issued immediately.
  
  Enclosed are copies to support my position and experience. Please correct the
  error promptly.
  
  Sincerely,
  
  **************************
  
  Enclosures:
  Document 1 (Contract)
  Document 2 (Attestation letter documenting that Bucks County Carpet and Floor
  did not provide the ordered materials specified in the contract
  Document 3 (Letter requesting that the specific materials and services in the
  contract be met or Bucks County Carpet and Floor provide a refund of deposit)
  
  Regards,
  
  ***********************