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:01/23/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  We were required by our builder to use Carpet Den during the construction of our home in 2022. We moved in during July 2022, and began noticing cracks in our laminate vinyl flooring in September. We notified Carpet Den in October, and again in December. In January, some of the flooring was replaced. We noticed more cracks in other areas again in summer 2023, and again some areas were repaired. On our third complaint, we were told the flooring was a manufacturer defect, and a claim would be filed with the manufacturer. Instead of filing the claim, Carpet Den sent the same tech out to repair the same area-he again told us and his supervisor the flooring was defective. A complaint was filed with the manufacturer, who sent their own inspector out. They denied the claim. On Dec. 5 23 Carpet Den sent another tech and the installation supervisor to do their own inspection, and claimed our floors should not have failed the claim. We reached out to Carpet Den again January 4, and have not been able to get any clear information or response about our floors. We contacted the stores GM on January 8 and 12, and received a call back on the 12th, stating he would follow up on our claim; he did not call back. Not only do we have cracks in the flooring throughout the majority of our house, the flooring in our kitchen has been held down with tape for several months due to repeated inspections that involved moving the flooring and simply laying it back down. Throughout this process we have always had to be the ones to reach out to Carpet Den, often repeatedly, in order to get a response. At this point we have had cracked flooring in our brand new home for nearly 1.5 years, and would simply like our flooring to be replaced. We understand this is an issue with the flooring manufacturer (****) but also have to go through the retailer (Carpet Den) in order to get the issue fully resolved.

  Business Response

  Date: 01/24/2024

  *******************, *************** for Carpet Den Interiors on your issue. *********************** has informed me that he spoke with your husband, forgive me if it was you as well at the time. Explaining the process of claiming, then appealing decisions. I was able to obtain today that **** has denied the appeal as well. As *********************** the General Manager explained he is now going to try to push for this claim.  As you so eloquently stated it is through **** and technically it is denied, but know that **** is diligently working on it. I hope this resolves questions you have and status. 

  Kindest Regards, *****************************, Director of Marketing

  Customer Answer

  Date: 01/24/2024

   
  Complaint: 21183844
  
  I am rejecting this response because:

  The response I received from my original complaint references conversations had with the Carpet Den ** **** prior to the inspection of our floors on 12/8/23. **** had already explained to my husband that the claim Carpet Den made on our behalf to **** had been denied, but they were doing their own inspection in order to challenge the claim. Repeatedly we were told we would get new flooring but they were trying to determine if that would be paid for by **** or Carpet Den. Since 12/8/23 no one from Carpet Den has answered us with specific updates about our claim. An email to our account rep on 1/4/24 was answered with a statement that someone else would call us-no one did. A phone call and message left for the ** on 1/8/24 went unresponded to. Another phone call to the ** on 1/12/24 was responded to with a lack of recognition for who we were and what our claim was about. **** told us he would check on the claim, and call back, but we have not heard anything since. Again, we have been told multiple times since summer 2023 that our floors are clearly defective and should be fully replaced, but there has been no haste to make this happen, nor consistent effort to keep us updated on progress or barriers. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 01/31/2024

  *******, I am looking into where this is at and will respond to you as soon as I know more information. 

  *******

  Customer Answer

  Date: 01/31/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************