Complaints

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• Initial Complaint

  Date:04/03/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  ****** Floors installed ******** carpet & pad in 12/19 for $6,238.00. Mstr bedroom carpet was seamed with hot glue tape, & apparently cut also, directly on top of pad seam. This is contrary to *** guidelines which calls for seams to be 6in apart or perpendicular. The installation as such allowed ********** mold to form on the glue tape used, which ran directly under the head of our bed. My wife has since been diagnosed with asthma - which we never had before. **** ****** was contacted & advised of this & he inspected the carpet/pad. We only asked for the Mstr bdrm carpet & pad to be replaced under his lifetime warranty. He has refused. At this time, I can only find that he has a business license to sell carpet - not install it. I have asked for copy of his Cert of Insurance & have had no response from him. We were never told the installation would be sub-contracted out.

  Business Response

  Date: 04/15/2024

  Please see attached documentation. No matter where the carpet seams were placed, there was no way for the mold to NOT go through the padding. This is not an issue of seam placement, this is an issue of extreme moisture intrusion. Without the seams, mold would still be growing in the padding and seeping into the carpet. Mr. and Mrs. **** will need to address the moisture issue before ****** Floors can help them replace their carpet. We have offered to replace at our cost, a huge discount, but not for free as this is not a warranty issue, but a wet slab issue that no carpet or padding could have ever stopped fungus from growing. The product Mr. **** placed on his floor- ****** contributed to this locked in moisture and he omitted that information from BBB, and the outside moisture seeping into the slab. If they had an inspection done, they would know they were obligated to professionally clean the carpet every 12 months, and that alone would have identified the moisture issue in the bedroom, and would have found the fungus sooner. Warranty requires customer do proper care and cleaning to keep the warranty valid. ****** Floors has tried to meet the customer half-way because we feel bad for the ****'s. We do not believe the installation caused this moisture issue, we do stand behind our installations. The installation is not the reason the ****'s bedroom grew fungus. 

  Business Response

  Date: 04/15/2024

  For email correspondence, please email ************************

  for mailing address: Please remove **** ******* *** *** ******* ******

   

  Thank you,

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

  Customer Answer

  Date: 04/17/2024

  
  
  

  [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 Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because: All of the repeated comments concerning planter beds, ****** and water intrusion are baseless and an attempt at shifting blame. The ****** has nothing to do with the mold on the glue tape used. Known fact: Concrete slabs on grade absorb moisture. The ****** was used in an attempt to mitigate the moisture. Mr. ****** saw this and was aware of it when he inspected our house prior to the carpet/pad installation. If an issue, he did it bring it up back then. Comments on the “planter bed” are false. The dirt is and has been 4in below the top of the slab; there are oversized gutters & downspouts on the house and there has NEVER been any water intrusion in the house. Yes, there is dirt against the footing of the slab. That’s called construction. High moisture content in the slabs in this area is a known fact based on my conversation with several floor companies and something they have known since the houses were built.

  I do not know what inspection report is being referred to. We had a ***** take air samples and samples from the carpet/pad. If that is the report, I would be happy to send a copy. Basic science: mold growth occurs with appropriate food source and moisture. Low and acceptable traces of Aspergillus/Penicilium/Cladosporium were found in the house. However, the issue with ****** is the **********(Black Mold) growth found on the glue tape used directly over the seams in the pad in the Master Bedroom. Mycotoxins produced by ********** makes it deadly and leads to respiratory symptoms/issues. As to cleaning of the carpet, we were told this was needed to keep the manufacturers warranty; something we do not have an issue with. If the carpet had been cleaned, the mold growth would have been worse as the carpet was installed over a pet stain resistant pad that would have trapped any water moisture between the top of the pad and the tape. Unless ****** detaches all of the carpet prior to cleaning and dries it completely before reattaching, his statement is false. It was found only because the remediation company we used detached it to inspect it.

  As stated before, the carpet and pad were not installed per *** guidelines. Irregardless of his comments, this did have a direct affect on the mold growth as it appeared on the hot glue tape used directly over the pad seam and the seam apparently created when they trimmed the carpet on top of the pad. Removal of the carpet/pad by the remediation company showed that the mold was contained between the tops of the pad and the tape. There was NO mold evident on the concrete slab along the seam. The moisture came through and fed the food source - the paper tape and glue on it.

  As an aside, I asked ****** to provide me with a copy of his Certificate of Insurance on Jan 3, 2024. I have yet to receive a copy. I am currently traveling and do not have all of my papers and information available right now but, in checking online and talking to various state/county people, I found that ****** voluntarily surrendered, I believe, his residential builders license in 2011. I have not found the details behind this yet. I was also advised that he is currently only licensed to SELL carpet. If he has any other license that covers installation, I have not been able to confirm it. We were given the impression that the “installers” were his people. Either way, he should be responsible for their work.

  
  

  Regards,

  
  

  **** ****