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Business Profile

New Carpets

Vogel's Carpet

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in New Carpets.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:02/14/2025

    Type:Delivery Issues
    Status:
    Resolved
    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.
    Full document available upon request To save a lost sale, **** said they could get the correct carpet and correct binding on an expedited schedule and be able to provide me with my carpet right away. **** said Id get a call that afternoon by close-of-business. I got a call ****** said they had no way to reach the other customer who had the sample at her house. I asked that ****** call me as soon as he had more information, which he agreed to do.That was in the morning of Tuesday, January 28, 2025. It is now 10:36 AM Tuesday, January 4, 2025 as I write this, and I have once again heard nothing back from ***** Flooring. I called and left a message for **** yesterday (Monday) afternoon. I said I had heard nothing for a week, and I want to cancel the order. I cannot trust them to get my order done correctly and/or within a normal timeframe. Nothing back yet from **** or ******.The 65% of the order that I paid January 2, 2025 was $5,044.00. Since they cannot seem to get my carpet correctly ordered and delivered, and since they cannot seem to get their business together to change such incompetence, I told **** and ****** last Tuesday that I was beginning to doubt their ability to fulfill my order which is when **** said he could expedite, including overnighting the carpet, to keep me as a customer.I just want to get my deposit back so I can start over with someone who can do the job as Id asked from day 1, and in a timely fashion.

    Business Response

    Date: 02/27/2025

    This complaint has already been addressed and resolved directly with the consumer, Ms. ************ She has been refunded the $5,044 deposit she made on January 2, with US Bank check #***** dated February 10th and cleared on February 12th.   Ms. ***** has indicated to us that she would drop this complaint.

    There were mix-*** in terms of the carpet and binding colors.   We were attempting to resolve these issues, though we accept that we did have lapses in communication.   As soon as we knew for certain that she wanted her deposit refunded (after our GM spoke with Ms. ***** on February 6th) we prepared a check for her.  We continued after this to try to find a solution and met with her by phone and in person.  Ms. ***** finally decided to cancel the project on February 10th and she deposited our refund check.  

    We would be happy to provide more details if needed.

    Sincerely,

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

     

    Customer Answer

    Date: 02/28/2025

     
    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,

    Thessalonika *****

  • Initial Complaint

    Date:09/16/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    August 24, 2024, I contacted Vogels and spoke with *******. I requested they come to re-tack approximately 8x8 ft of carpet in my apartment which had been pulled up due to a leak. ******* didn't tell me how much the padding would be and I didn't think it would be much because carpet padding ranges from a few cents to a few dollars per sq. ft. ******* arranged for ***** to come on Monday, August 26th, then sent me an invoice. I was shocked to find the carpet padding charge was nearly 1/4th of the total bill. Had I known, I would've purchased it myself. ***** came out and inexplicably, removed more padding than necessary as well as the glue. He did half my living space in new padding and specifically stated - while I watched him work - that he wasn't going to use glue. He bumped the stretcher extra hard to remove wrinkles - appreciated - but he forgot to check the other wall. After he left, I noticed carpet pulling away from the wall under my desk (difficult to get a photo of but can provide later). I left a polite but disappointed ****** review and was contacted by ******* who offered to redo the job or provide a gift card to a restaurant. I'm disabled and undergoing surgery so neither was really feasible. ******* promised a gift card to be sent out that day. The work was done but it wasn't done right. I think an adjustment would be an amicable compromise and I would reflect in my ****** review that an amicable solution was reached. Not happy at this point. It's a rented apt, which I am financially responsible for.

    Business Response

    Date: 09/25/2024

    We are so sorry that the quality of our work didn't meet your standards or the standards we hold for ourselves.   When we learned that the only way to make this right was to offer a discount, we gave a full refund immediately.  If you would ever like us to come back and fix the problem we would be happy to do that free of charge.  Thank you for your understanding and we wish you nothing but the best. 

    Customer Answer

    Date: 09/25/2024

     
    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,

    ****** *****

Vogel's Carpet is NOT a BBB Accredited Business.

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