Carpet Showcase, Inc.

Review: I purchased flooring for my kitchen from this company. The installation was terrible. There are wrinkles and air bubbles. We did everything they told us to do, but it didn't help. She told us different times that she was coming up to look at it, but she never shows up. I contacted her on 5/13/2013 and asked her why she didn't show up for the appointments or call us and she said she didn't know. She also owes us money for work not done. We didn't know where to turn next. She's has told us so much false information in the past. She even said their was a check in the mail and we still haven't seen it.Desired Settlement: Refund and Replacement.

Business

Response:

Carpet Showcase has indeed sold a pressure sensitive flooring/ installation to the assigned ID [redacted]. The customer has been very pleasant to work with however we are dealing with a daughter that lives in her home also. Along with a sister who has called to ask questions about the floor. So I am dealing with several people. When the customer purchased the materials I included underlayment that may or may not have to be installed. However I failed to let the customer know if we install over her old vinyl it takes several days for it to lay down completely. (It is like taking two pieces of clear plastic wrap and gluing the two together) Air has been trapped between the two and takes time to escape. Installation was scheduled for April 17. PER INSTALLER- Before the installer was finished with the job the daughter came in (later in the afternoon) and started pointing out things that she didn’t like. My installer was very tired by then and instead of saying anything ugly to her- he just left. He called me after leaving the job to let me know about what went on. I went to the job to see what needed to be fixed on April 18th as I had prior appointments to go to. The daughter spoke up and said she didn’t want the same installer back, however I told her it was his work he started and that if she needed to leave the house for the work to be finished please do so. The installer tried to install the flooring without having a seam in the materials! It is approx. 12 wide x 30 feet long room with a bar that separates the kitchen from the dining area. The materials are normally easy to work with around these items, however this day it didn’t work. And he now has a crease or wrinkle at the end of the bar. The sister calls me and wants to know what is wrong with the materials at her sister’s house. I tried to explain what was going on. My installer goes back on the April 23rd to fix the materials around the bar and some other area’s that had not lain down yet. At this point he had planned on splitting the materials and seaming it back together to smooth out the materials at the bar area only. The customer comes in and states that all looks good except one area still puckered up, I said to give the materials time to lay flat at the bar one last time, the installer said there was still a lot of glue that needed to spread out at this area. He also stated that he still “did not’ cut a seam there. The customer said she would leave the shoe mold off if I thought that would work. I stated that it wouldn’t hurt. At some point her daughter comes by and said her Moms want her money back on the job, I told her I couldn’t do that but I did owe her money where we did not install the underlay and I would mail this to her. My husband is the one who pays the bills for Carpet Showcase. The amount to refund was given to him, however when the daughter calls me on May 13, I had a customer at my desk at the time and couldn’t speak to her as I would have liked and should have told her I would call back, but I didn’t and the daughter wants to know who she needs to call to report me, and asked why I hadn’t come by and why the money wasn’t sent to her. I really didn’t answer any of her questions because of the customer I had and I was not dealing with the daughter. I have since checked on the money and have found that my husband pays bills on the 1st and 15th, which was news to me. I had him write a check before the 15th and I mailed it out. I spoke to the customer on the phone Friday May 17th in which she stated she received her money on the 16th. We also scheduled for Wed. May 22 for the installer to make one last effort on pleasing the consumer, this may include a seam between the kitchen and the dining room if we have to, to be able to get the pucker out. I am sorry this customer has had a bad experience with Carpet Showcase but I have learned a valuable lesson with this job. NO NEW UNDERLAY, No new vinyl installed by Carpet Showcase. Along with Seams may need to be put in “long runs”. As of May 22, 2013 the customer states she is now satisfied with her flooring repairs/install. I have asked if she would call and let the Revdex.com know about this. Sincerely,Evelyn HumphriesOwner

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, [redacted]