Carpet One Floor & Home

The installation in question met and exceeded the terms of the warranty provided to Uptmore BuildersSince the installation is well outside the terms of the warranty there is no warrantable action for us to take

This claim was made on a home where we installed tile in for Uptmore buildersWe provide the builder with a full year warranty on our installThese issues were not reported during the warranty periodFurther, the engineers report states that the cracking was not noticed until “approximately one month prior to” the engineers inspectionThe engineers inspection shows to have been performed in December of so these cracks occurred sometime late in 2015, years or more after the warranty had expiredAs there is no warrantable action to be taken in this home, we did offer to provide the homeowner an estimate to replace the tile but that offer was declined by the homeowner

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my dispute Please enter your reason(s) for rejecting the business response below Regards, [redacted] It seems Floors Incis not interested in doing anything about said tile or even looking at itThe only excuse they use is that it's past the warranty dateI will take the report and will proceed with legal actionsI have contacted my lawyer and will meeting with them next weekI thank the Revdex.com and feel good that other customers can know about the service of Floors IncThank You

In response to the complaint listed on I*** Floors Inchas spoken with the customer and although we feel this is wear on the carpet we have agreed to get with the manufacture of the product and have an independent inspector look at the carpet to determine if it is considered
defective. Thank you for time. *** ***Floors Inc.Operations Manager817-552-

On August 22, Carpet One installed laminate flooring in Mrs***’s family room. Upon completion, Mrs***’s paid for our services with no complaint of how the floor looked.A couple of weeks later we sent our installation manager back out to apply some trim metal around a trap door as
she requested. Manager said floor looked good and again at this time, Mrs***’s said nothing about any issue’s with the floor.After receiving her concerns about the laminate edges curling up, we sent our installation manager back out to see what could have caused the problem. He did moisture tests and said there was higher than moisture readings from the subfloorAlso, she mentioned to him about a plumber leaving due to leak in kitchen. Even though this is not where we installed the laminate, her subfloor is over a crawl space that may have trapped the moisture. High moisture from coming underneath or in a Home can cause laminate joints to swell up or peak. This is not an installation problem nor a material defect.Being that there were no issues after initial installation and months later saying the whole floor area is peaked at every seam, the problem is due to high moisture issue. Attached is information relating this this issue. Thank you for your participation and mediation with this.*** *** ***Owner

Great place to get your carpet If you think *** or any of the other chain stores are cheaper think again That's what I was thinking prior to going to carpet one
First, these guys have a great reputation so I'm thinking they will be pricierHow wrong I wasThey matched the best price I could find and the kitchen design process was flawless
I don't have any critiques and if you're reading this, give this team an opportunity, its well worth it

I will respond to *** ***'s complaint as orderly as possible...Attached is a copy of our purchase agreement with the *** It clearly states the price was contingent upon "existing underlay may be used with no prep needed" Upon the installation it was discovered by the flooring
installer and brought to the homeowner's attention that IF the existing tile was removed, the existing underlayment would be damaged and would require NEW underlayment At that time the homeowners stated they were not in a financial position to pay for new underlay and/or subfloor and requested the installer install the new floor over the existing floor Our installer did not "refuse" to do any work The money saved by not removing the existing tile and not installing a new underlayment was a money savings to the customer NOT Carpet One When Carpet One detaches and resets toilets a new wax ring is ALWAYS provided, obviously to prevent leaks Our mechanics carry cases of wax rings in their vehicles as this is a REQUIREMENT and a necessity when handling toilets Our installer/s would not refer to "how they remove a toilet" as there is only one way to remove a toilet and reusing an old wax ring is not recommended nor possible The customer states they noticed the water leak "about a week" after the installation This job was installed September 23, 2014...the first noticed we received from the *** regarding the water leak was November 6, The next day, November 7, 2014, I dispatched my serviceman to their home to inspect At that time, he disconnected the toilet, installed another new wax ring and reset the toilet It is standard procedure to place toilet tissue around the toilet and water line after a toilet is reset to inspect for any water leaks, which is what our repairman did At that time he flushed the toilet different times...there was no water leak The reason the homeowner "never saw" the old wax ring or the package of the new wax ring is because ALL of our employees are trained to remove ALL INSTALLATION DEBRIS from our customers' homes IF we placed old wax rings in our customers' trash receptacles, the complains would be INNUMERABLE We received a phone call from *** *** October 2, 2014, nine days after the installation, stating the bathroom "looks great" There was no mention of any water leak The customer states in their complaint they noticed the leak "about a week" after the initial installation yet their first contact with Carpet One regarding any water leak was November 6, 2014...more than SIX WEEKS later.On November 10, the customer called stated their toilet was still leaking...that same day, November 10, I immediately sent the store owner and our repairman back to the *** home At that time, again the toilet was removed to see if the wax ring had moved out of place A small sliver of the wax had migrated to the drain collar It didn't seem like anything that would cause the toilet to leak; however the store owner reformed the wax ring and reset the toilet As procedure, he placed toilet tissue around the toilet and water line to inspect for water leaks They flushed the toilet to times and again, there was no water leak.On November 13, 2014, the customer call again and said their toilet was leaking again At that point, the store owner had exhausted options regarding the water leak We are not a plumbing company, we are a flooring company Our contract states "Carpet One will neither perform nor be responsible for...any plumbing" At that point the store owner offered to reimburse the customers $(the total cost charged for handling the toilet) and recommended they contact a plumber as the toilet was not leaking any of the three times our representatives were at the home When *** *** arrived at the store, November 13, 2014, to collect her refund check, her demeanor was very pleasant and she indicated she would be back for more flooring in the future.The next day, I believe it was *** ***'s grandson, called and said some of the flange screws were broken We at Carpet One do not handle flanges or any other components of toilets We simply unbolt the toilet and remove it Install the new flooring, then install a new wax ring and re-bolt the toilet in its original place Again, we are not plumbers, we are a flooring company.Regarding the statement the customer made; "vinyl flooring was beveled around the toilet" I am not clear as to what the customer is referring to When vinyl is installed in a bathroom, a hole is cut around the drain hole allowing the toilet to drain properly "beveled" is not a term we would use to describe our installation procedure The toilet is then placed ON TOP of the vinyl floor If the weight of the toilet affects the vinyl, that is to be expected as toilets are very heavy and sit directly on top of the flooring As far as the condition of the wax ring, if indeed the toilet was leaking "dark colored water", as the customer claims it was, I cant imagine the wax ring would be in a very appealing condition.Now as far as the "stained" floor...this is the first notice we have received regarding any stains The floor was not stained when my serviceman was there on the 7th of November, nor was there a stain when the store owner was there on the 10th of November, nor did the homeowner complain about any "stains" when she was in our store the 13th of November A full reimbursement of $(which is the original purchase price) is NOT an option The homeowner has already been refunded $of the original purchase and secondly there is an issue with their toilet...not our flooring installation The vinyl flooring the customer purchased is high quality It has a fully encapsulated fiberglass layer on the top and bottom of the vinyl making is very highly water AND stain resistant If the homeowner would like to file a claim with the manufacturer regarding "stains" we would be happy to oblige At that point the disposition of the flooring would be at the manufacturer's level and based on their warrantyCarpet One does not imply any manufacturer's warranties To begin this process, we would need a letter from the homeowner stating their concerns with the vinyl floor.*** *** did call our store Monday, November and asked if we would be willing to "pay half" of the expense for her to hire a plumber The store owner informed her we could not; but that she could use the $refund from Carpet One towards the plumbers fee. We consider this complaint handled and closed If we receive a letter from the *** requesting a claim be filed, we will initiate the claims process with the manufacturer

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this does not resolve my dispute
Please enter your reason(s) for rejecting the business response below
Regards,
*** ** ***
The response is NOT ACCEPTED, because this is not a warranty issueSeveral "cracks" have been found since the first year and really were not an issue because the builder stated it was shiftingThese tiles have buckled and lifted. This could only happen if the foundation moved, which it has not or if defected tile and or installed wrongBut how would Floors Incmake a decision without even looking at said tilesThis past year (2015) my ram pitruck had a recall years after warranty for a defective air bag, Dodge replaced it because they respected their nameIf Floors Inconly response is it's past warranty period and won't even have someone look at tiles, I will than pursue legal actions

Please find attached a copy of the inspection reportThe report states that the floor is not defectiveIt reports that the floor was not properly maintained or cared for and that the scratches are a result of abuseBased on the findings of the independent inspector we consider this matter
closed

[redacted]
[redacted]
[redacted]
[redacted]
[redacted] [redacted]Carpet one  is not on the up and up. Thank you for trying. I will let this matter go. [redacted]

The installation in question met and exceeded the terms of the warranty provided to Uptmore Builders. Since the installation is well outside the terms of the warranty there is no warrantable action for us to take.

In response to the complaint 12076101 there has been a meeting set up with the homeowners to re-inspect and discuss options for this install on 4-28-17. Sincerely,[redacted]

This claim was made on a
home where we installed tile in 2009 for Uptmore builders. We provide the
builder with a full year warranty on our install. These issues were not
reported during the warranty period. Further, the engineers report states that
the cracking was not noticed until...

“approximately one month prior to” the
engineers inspection. The engineers inspection shows to have been performed in
December of 2015 so these cracks occurred sometime late in 2015, 5 years or
more after the warranty had expired. As there is no warrantable action to be
taken in this home, we did offer to provide the homeowner an estimate to
replace the tile but that offer was declined by the homeowner.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my dispute.
Please enter your reason(s) for rejecting the business response below.
Regards,
[redacted]
It seems Floors Inc. is not interested in doing anything about said tile or even looking at it. The only excuse they use is that it's past the warranty date. I will take the report and will proceed with legal actions. I have contacted my lawyer and will meeting with them next week. I thank the Revdex.com and feel good that other customers can know about the service of Floors Inc. Thank You.

Carpet One installed [redacted] in my home 12/2015. It was installed completely wrong, per instructions from company. it has bubbles,streaks, and dents.Carpet One installed [redacted] flooring in my home 8 months ago. After a few weeks, the vinyl started showing indentions everywhere that there had been a seam in the underlayment. The installers came back and pulled back one indention and put more staples in, which didn't help at all. I began researching how [redacted] is supposed to be laid correctly. CARPET ONE DID EVERY STEP OF THE INSTALLATION INCORRECTLY. 1) They didn't sand any uneven spots. 2) They didn't acclimate the vinyl or plywood at all before laying it - it needed 24 hours.3) They were supposed to use a hygrometer to check for moisture in the subfloor - which they didn't do. 4) They didn't smooth fiber reinforced smoothing compound over the plywood joints.5) They didn't use a 100 lb., 3 section roller after doing each section and after finishing the entire floor. They finally returned and removed about 1/2 of the floor and installed new flooring, using both planking I had paid for and some they ordered. The owner says he will return and replace a very bad section near the front. Then he says that's all he's going to do. HOWEVER, the newly replaced flooring has bubbles, unevenness, and some overlapping. The areas that were not repaired at all are starting to show indentions. This is a nightmare installation!!! It just keeps on getting worse. He says he is done after fixing just one more area when the entire floor is terrible. IF HE HAD HAD THE FLOOR INSTALLED PROPERLY THE FIRST TIME, THERE WOULD BE NO PROBLEMS. I HAVE TEXT MESSAGES IN WHICH HE ACKNOWLEDGES THAT IT WAS DONE INCORRECTLY. PLEASE HELP ME. I want the floor torn out and my money returned so that I can go to another flooring company to get flooring. Desired SettlementI want Carpet One to remove the flooring and refund my money. Business Response Contact Name and Title: OwnerContact Phone: [redacted]Contact Email: [redacted]Unfortunately in this situation my company was unable to make this customer happy. It is the first time in my long career in the flooring industry that this has been the outcome. There are a variety of reasons for how this situation evolved and like every story there is another side. It's not necessary for me to rehash the details of this long and disappointing situation here on this forum, but it should be known that in the interest of getting this behind us we have agreed to the customers request of removing the floor and refunding her money. This situation will be resolved with the same professional courtesy we have extended this customer from the beginning of the process. It is unfortunate that this is the outcome but there are 2 things that I recognize here: 1) I know we did everything that we could do, within reason, to make this customer happy, and 2) It just wasn't going to happen!