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Carpet Mart, Inc.

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Carpet Mart, Inc. Reviews (2)

Review: On July 16, 2015 we put a deposit down to have our bathroom tiled which included the shower/tub area and the bathroom walls. Carpet Mart sent out a person from their store to measure the bathroom. I then had gotten a call from the person whom Carpet Mart was going to have do the job, they subbed it out. Carpet Mart ([redacted]) then gave me a price of $3597.00 to gut the bathroom and have it tiled. I gave Carpet Mart ([redacted]) a $2,000.00 deposit since the job was to be completed within the following week. Three days later I received a call from Carpet Mart ([redacted]) stating that the tile person they got back out and actually couldn't do it, so she assured me that they would get someone else or their guys would do the job. They then called me at the beginning of August to tell me they found some else but he couldn't do the job until September 1st, so I told them I would wait till then and agreed to wait. I was told that the tile guy they got was going to be at my house at 9 am that day to start, I left work to meet him there, due to traffic I arrived at my house at 9:04. Waited until 9:45 then called Carpet Mart ([redacted]) to ask when the tile guy was coming, she said she would call him to see where he was at. She called me back to say that he had some kind of melt down and was not going to go the job. So we were back to square on with them looking for another tile person to do my bathroom. Carpet Mart ([redacted]) called me to say that they found another person to do the job. A person, [redacted] I believe his name was come out on a Saturday September 5th to look at the job, he stated that he would be back on Monday September 7 to start the demolition to get ready for the tile. He showed up on that Monday and did demolition of the shower/tub area and part of the walls. Tuesday [redacted], owner of Trade [redacted] Tile and his helper [redacted] came, they put up a half sheet of regular drywall on one of the walls they demolished and nothing else. I had come home on my lunch hour to see what was happening and saw that no one was there working. So I called Carpet Mart ([redacted]), she called the tile guys. [redacted], the tile guy called me and said that I would have to have the toilet and vanity removed before they could do anything else, which his helper had told me on Saturday that was something they could do if they needed it removed. I also questioned him on the drywall they were putting up and he said that what they were planning on doing and then painting a sealer on. [redacted] also told me that had he looked at the job he wouldn't have taken it, another reason we felt we were getting shotty workmanship. We know that in a high moisture room you should use blue or green board to help protect from moisture. This was not going to happen. Also, I wanted a niche put in one of the walls, which [redacted] said couldn't be done and never heard of something like that, I explained to him that it was just a shelf and he said you couldn't do that on my walls and told me he didn't have the tools to do something like that. Again odd that an experienced tile person wouldn't know how to do that. We had gotten 3 other tile people to give us an explanation of how to properly water proof a bathroom area. We decided to to tell Carpet Mart that we didn't want someone that was not going to do the job correctly with the corrected water proofing, and to how we wanted the shower area done for the price we were paying and fired the tile person and Carpet Mart on Saturday 12th. We told Carpet Mart ([redacted]) that we were planning on purchasing the tile and had found a professional tile person to tile the bathroom ourselves. Since we had put down $2,000.00 on July 16th we expected a refund from the difference of the cost of the tile, and 4 hours of the tile guys time for demolition. We understand that businesses have their [redacted]up on their products and need to make money as well, but we never expected to be ripped off and far as a $154.00 refund they gave us. The whole job was going to be a little over $3500.00. We feel that they [redacted]ed up their product 300 percent if not more. We feel this way because of the price of a wall medallion we purchased which was in stock in the store for $339.00. ( I do have a picture of their sales tag with their name on it) But on the refund slip they gave us they billed us $375.00, so they charged us $36.00 more for that. I have priced some of the tile from another store and it is quit a bit higher from Carpet Mart. We feel that because we had to wait for so long and the issues with them trying to find a tile person, my time off that I had to take from work, we feel that we should have gotten a refund between $600 to $800 back. Plus we have a bathroom that has been demolished and can't use the shower.Desired Settlement: We desire a better refund. And for them to understand that we were the paying customer and deserved better respect for the business we were giving them for the price we were paying.

Business

Response:

[redacted] came to Carpet Mart looking for ceramic tile and installation for her bath walls and shower area. She wanted a detailed custom designed layout including a 3’ x 3’ ceramic medallion to be centered on her shower wall, 13” x 13” ceramic field tile, 2” x 4” natural stone mosaic insert and 12” x 2” chair rail border. We sent several estimators and installers to her home due to the complexity of the job. They all said it was a difficult project with many unknowns do to the age of the house, past remodels and unforeseen conditions beneath the existing walls. On top of that Mrs. [redacted] wanted it ordered and installed in a very short time period. We tried to explain the difficulties involved but she insisted on her layout design and time frame.After scheduling the installation several times with several different installers and having conflicts with each, the [redacted] fired the current installer and decided they no longer wanted us to do the installation. They wanted us to credit the installation charge and would pay for just materials and labor already preformed, which we agreed to do. Materials were $1,691.00 (which was the original price quoted and accepted) and the labor performed was $155.00. The total of which we applied to the down payment of $2,000.00 and we refunded the difference of $154.00.As to the price dispute of the medallion; my records show that it was priced at $375.00, and I know that’s the price I quoted Mrs. [redacted]. (She even commented that it was a very reasonable price). I honestly don’t know where the $339.00 price tag came from. It’s possible that is was previously priced at $339.00, since we had it for quite some time and maybe it was never taken off. I just don’t know. We will gladly refund the $36.00 difference.Carpet Mart is a locally owned family Business that has been in operation for over 49 years. In that time we have always strived to satisfy our customers’ needs and requests. We are sorry we were not able to do that with the [redacted], but it was not for lack of trying.We appreciate that you understand and consider both sides of the story.Thank you for your consideration in this matter.Fred Townsend,[redacted]

Consumer

Response:

Review: we purchased carpet and padding in 2011 we were told that it was under warranty for 10 years less than two and a half years later I have two huge spots of matted down carpet in my living room area.I called and spoke with the manager named Scott on several occasions and he continued to give me a run around he finally came out to my home took some pictures and told me he'd get back to me two months later I still have not gotten any results.I have even talked with the district manager who is also not been helpful we spend a lot of money on the carpet and they are continuing to say that it's my fault.the first thing Scott said was maybe I spilled something on my carpet and that's the problem then he accused my carpet cleaning company of saturating it with soap and not cleaning it properly I explained to him that the problem was there before I had my carpet cleaned so it's definitely not that.I gave him the option to come out to the home and list of the carpet to examine my padding so that they could see there is no stains they refused.I have talked to Scott the manager at the Lancaster store at least 5 times and I have talked to the district manager 3 times and I still got no results this is been the most difficult unprofessional company that I have ever worked with.Desired Settlement: I want someone to come out and inspect the carpet and replace it this carpet should not look this way in the short amount of time I also believe that it wasn't installed properly and that'spart of the reason why it looks so bad you can actually lift it up

Business

Response:

October 31, 2014Dear [redacted]:We explained to [redacted] that in order to have her carpet inspected by a certified carpet inspector we would need to have a copy of her professional cleaning service's receipt. She has been unable to provide us with that. If she would like to have it inspected by contacting a certified inspection service she is welcome to do that at her own expense. As far as any repair to the carpet pulling away from the metal stripping our installation guarantee is for two years. I am sure the problems she is having did not happen overnight. To my knowledge we did not accuse anyone of cleaning it improperly. We have simply stated that in reviewing the photos, the problem looked like a maintenance issue. She feels she should get new carpeting, at our expense, because she is selling her house.If you have any questions please feel free to call me.Regards,Scott W

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: I am totally shocked by this response, to say that I'm trying to get something for free because I'm selling my home. REALLY? What I told him was the reason we purchased new carpet was because we would be selling or home in a few years and needed something that was durable and could hold up so the salesman recommended the carpet that we bought said that it was great carpet great padding and great for high traffic areas so that's why we went with this carpet.this carpet looks like it's 10 years old and its only 2&a half years old I don't think it was installed properly and I believe that that is part of why it's so worn down.when I have talked to Scott at the Lancaster carpet Mart he suggested that maybe we spilled something on the carpet or that when the carpet cleaner was here that he left the soap sit too long and that's why it looks that way both are 100% untrue.here at carpet Mart they like to play the blame game and they have blamed the mill they have blamed me they have blamed my carpet cleaning company but they haven't takin blame for anything isn't that funny.if we would have spilled something on it or the carpet company would have left soap sit too long it would be very obvious looking at the padding if you stain your carpet it obviously goes through to the padding I asked him to please come out here to lift the carpet and look at the padding if he would have done so he could clearly see that there are no stains on the padding.it's very obvious to us that they're just trying to get out of taking care of a problem that they are indeed responsible for I think it's extremely unfair and I think that the way they run things at that carpet Mart is extremely unprofessional and I will never ever purchase something from that store again.and if they do not make good on this I will be sure to tell everybody I talk to about my experience at the Lancaster carpet Mart! I'm going to attach pictures so that you can see how easily my carpet just lifts up.

Regards,

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Description: Carpet & Rug Dealers - New

Address: 1819 Milton Ave, Janesville, Wisconsin, United States, 53545

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