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:02/06/2025

  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.

  Knowles home furnishings sold a carpet which should not have been installed against tile because the unstable edge prone to unraveling; significant damage occurred in less than one year, yet no warranty was honored; the owner, *******, claimed he "would contact the manufacturer". We waited 3 months for a response, and when we called him back expressing our growing frustration, he simply hung up on us. Admittedly, we were not certain what "contacting the manufacturer" would accomplish as the carpet should have never been installed with an unstable edge prone to unraveling: a responsibility falling on Knowles, the company which sold and installed the product

  Business Response

  Date: 02/07/2025

  This customer purchased carpet from us for a nightly rental in ****. One year later, they complained to us about carpet damage. We went out with our carpet installer to look at the situation.(I offer a one-year installation warranty for installation only, carpet warranty is done through the manufacturer. ) There were a few places that had runs in the carpet. When we first noticed those, we thought it could be a bad seam job, which we would have gladly fixed. But after looking closer, some of those runs weren't near a seam. This carpet had clearly been damaged due to misuse. we found a chunk near the tile that had been badly damaged. It was clear to us that an animal was likely the cause. Since this is a nightly rental, carpet warranties are usually tough. Manufactures typically wont warranty carpet in nightly rentals because they get a lot of abuse. And there really isn't any way to verify if animals were allowed into the units, or what people are doing in those units. Even still, I reached out to our sales *** to come down to look at the carpet. He lives 5 hours away. He said he would not make a special trip for this since there would likely not be anything he could do anyway. 

  My customers did not like this news. They told me that saying animals were to blame or it being a nightly rental was just a cop out. They told me that they are trying to sell this condo and want the carpet to look better for resale value. 

  I would have been happy to help them with a warranty issue, but this was clearly not a warranty issue. The carpet had been damaged. 

  Here is what I think happened: Our customer, who lives hours away from this condo, came to town to see what they needed to do to get the house ready for sale and noticed the carpet damage. It must not have been ***orted by the cleaners, so they knew they would have to pay for the ***air themselves. I think they thought they could trick us into taking care of this for them since it was just at the warranty deadline. 

  During our last phone conversation, my customer threatened me. He said if I did not take care of this, he would attack my business in every way he could. He would go to social media, the BBB and every other outlet he could use. He said that he could be very vindictive and would not stop going after me. He said he would be a constant pain in my side. He tried to intimidate me. It didn't work. 

  Had he not threatened me, I would have tried to help him more. But since he did, I hung up the phone and ended it there. They are no longer allowed in my place of business. 

  Hope This helps