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:07/25/2023

  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.

  I purchased approximately $5000 of carpet at cost less carpet in ******** ** in early 2021. Within a year of installation (by a business that cost less recommended) it appeared to be separating at the seams and the installer came out to look at in march 2022. He said the seams were ok but the backing had separated from the carpet and told me to contact the retailer which I did. The manager took my info and said the first step was to figure out if it was an isolated event related to a single roll/ batch After a year of waiting he told me other complaints had not been received and sent my information to corporate. He did a site visit and confirmed the separation from the backing. Corporate wanted s scrap of carped and that was sent in. Corporate denied my claim saying the test run on a scrap met industry standards and the carpet was not at fault. Yet I have seams throughout my house in varying stages of separation, the most notable in the living room. The only thing I asked for in my initial complaint was to replace the carpet and corporate has offered no resolution.

  Business Response

  Date: 08/07/2023

  I will check into this issue from our Richland location.

  *********;

   

  Business Response

  Date: 08/10/2023

  After doing some additional research on this, I found the 3 attachments where the manufacturer denied the claim and provided why they did.

  I've also asked the rep to do an inspection of this carpet as a personal favor to possibly help this customer.

  He is going to give me some dates.

  More info to follow,

  ****

   

  Customer Answer

  Date: 08/23/2023

  We have been traveling and not having Wi-Fi available we did not receive the message until now 

  we will wait to hear from the company as stated in their reply 

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

  Business Response

  Date: 09/22/2023

  **************** called me on 9/20/23 to find out if the manufacturer was willing to do anything.

  I told him I had reached out to them, but hadn't heard back.  I called them again and am awaiting their response.

  I have his phone number and will update him as I find out.

  ****

   

   

  Customer Answer

  Date: 03/12/2025

  I filed a complaint against Cost Less Carpet in TriCities WA and wish to update their response as being acceptable to me.