Abbey Carpet & Floors

Our home’s previous owner had all of the flooring replaced before we purchased the house and used Abby Carpet for the installation. He provided us with the receipt, and when we completed our final walkthrough, the floors looked beautiful. We were very happy with how they turned out.

Unfortunately, after only six months, the flooring in our kitchen began peeling, bowing, and separating. Before long, the same issues started appearing throughout the entire house. We contacted Abby Carpet, and multiple representatives came out to inspect the flooring. They confirmed there was no water damage and appeared to recognize that the installation had not been done correctly.

I spoke with the manager, Gary, several times. During those conversations, he acknowledged that the installer (who has since passed away) had installed the flooring without a vapor barrier at the previous homeowner’s direction to save cost. However, the flooring manufacturer clearly states on the packaging that a vapor barrier is required and that the flooring should not be installed without one. Abby carpet had a duty of care to obtain to the future owners.

Despite acknowledging the issue, the only resolution offered was approximately 50 square feet of replacement flooring, with no labor included. That amount wouldn’t even cover a single bedroom, let alone address the damage throughout the house.

For months, I tried to work with the company, making phone calls and pleading for a fair resolution. Eventually, I sent a formal demand letter, but I never received a response.

To make matters worse, I learned the company did not have the required CSLB bond coverage in place at the time of installation, leaving us with virtually no recourse. We are now facing approximately $16,000 in losses because the flooring was installed improperly.

This has been an incredibly frustrating and disappointing experience. We have small children, and the damaged flooring has created raised edges and separated planks that have caused them to trip and get hurt. I expected a company to stand behind its work, especially after acknowledging what went wrong. Instead, we are left to bear the full cost of correcting a preventable installation error. It’s been 5 years and are still dealing with this. It’s very sad.

My flooring project turned out amazing! Seth was a huge help in making decisions regarding which flooring would look good in our condo I had replaced the carpet two times in yrs due to renters damage and it needed replacement againThis time we went with cork flooring and with Seth's help the HOA of the condo approved the installation as cork is not considered a hard surface flooring I am extremely pleased with how it turned out, just beautiful, looks like wood flooring They completed every detail with perfection! Thanks Seth for all your help, you're the best! ***

My flooring project turned out amazing! Seth was a huge help in making decisions regarding which flooring would look good in our condo. I had replaced the carpet two times in 10 yrs due to renters damage and it needed replacement again. This time we went with cork flooring and with Seth's help the HOA of the condo approved the installation as cork is not considered a hard surface flooring. I am extremely pleased with how it turned out, just beautiful, looks like wood flooring. They completed every detail with perfection!
Thanks Seth for all your help, you're the best!
[redacted]

Review: On 7/8/13 tile was installed in approximately 1300 sq of the home. The grout was mixed incorrectly and contaminated throughout the house. Poorly installed tile throughout the house (raised tile, mis-cut tile, damaged baseboards). Repair work was performed to fix discolored grout. The repair work performed caused additional damage to floor with scratches on tile all throughout the repaired area. Grout exposed to stainless steel appliances causing damage to refrigerator. We complained about the repair work not properly repaired and additional damage caused to floor and appliances. Abbey Carpet said they will no longer fix their damaged tile installation and we should contact our home owners insurance.Desired Settlement: Abbey Carpet should reimburse homeowners for all out of pocket expenses incurred and pay for repaired floor by another company due to their incompetence and inability to complete job.

Business

Response:

[redacted],

I just got a letter from the Revdex.com in regards to your complaint about your flooring and also noticed both your negative google/yelp reviews. What I don't understand is that I'm waiting on you to contact the store about scheduling a repair and you're stating we aren't doing anything to fix your issues. We had bent over backwards to resolve your concerns and make the both of you happy.... I came out and endured you screaming at me for nearly two hours while trying to help resolve the problem, a problem that was not caused by us originally at all but caused by you hiring a company (or maybe possibly cleaning yourself as well) to clean new grout too soon with the wrong method. I can't do anything if you refuse to get back to me to schedule a time for us to resolve your scratched tiles, 4" of damaged base board, and base shoe for the upstairs bathroom issues. I got your email late in the day on 9/24 and have responded to you twice since (9/30 & 10/7), please get back to us if you'd like to move forward.

This will be the last time I reach out to you on this matter if you choose not to make contact with us.

Revdex.com: [redacted], Please see this and all attached correspondence and attachments between our company and [redacted]. Thank you.

Respectfully,

Abbey Carpet & Floors

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I am currently cc the Revdex.com agent assigned to my case on all email correspondence. The business is not offering a reasonable course of repair. The company has not inspected work performed to correct damage they incurred.

Regards,