Carpetland U.S.A.

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 I appreciate your help in resolving this issue I will wait to hear from Mr [redacted] regarding the T-molding Regards, [redacted]

Our installer is going Tuesday, 10/21/14, to fixThe repair has already been set up with the customer and the installer Thank you, [redacted] ***

I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***

Carpetland USA has ordered Mrs*** a t-molding, at no charge, to help finish her jobCarpetland USA does offer her and her husband an apologyHowever, Carpetland USA cannot take special ordered products back at no chargeThe mills charge us to send back these materials Sometimes they
won't take the material back at all depending on the productWe're sorry about this policy, but it is the same at any flooring storeOnce again, sorry for the problem and I hope this t-mold helps
Sincerely,
*** ***
Store Manager

Carpetland is going out to patch the hole on the morning of 11/10/14. We will paint on the morning of 11/11/14.  This has been confirmed with the grand-daughter on 11/6/14 at 9:05 AM. 
 
Thank you,
 
[redacted]

Our installer is going Tuesday, 10/21/14, to fix. The repair has already been set up with the customer and the installer.
Thank you,
[redacted]

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.  I appreciate your help in resolving this issue.  I will wait to hear from Mr. [redacted] regarding the T-molding.
Regards,
[redacted]

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. These were brand new hardwood floors that were put into a brand new house being built therefore, the floors should not have any minor imperfections as Mr. [redacted] states even if you are on your hands and knees looking at the floor. The wood provided by [redacted] the manufacturer was of good quality and had no defects per their representative but they did acknowledge that there was damage to the floor and per their letter from July 2014 stated that the damage was done in construction of the house which could be from Carpetland the sub-contractor installing the flooring as there were putty areas and top nails in the middle of the floor that had not been puttied or filled in along with putty placed in the cracks of some boards where the installers messed them up and could also be from the builder's sub-contractor who installed the show molding. We have dents in the floors where heavy objects have been dropped on the floors, we have chips in the wood where it was chipped and cracked when the hardwood floors were installed, we have gouges where a nail compressor gun with metal feet was drug across the floor putting gouges, scratches, and nicks in our brand new house hardwood flooring which is unacceptable as I don't care how long Carpetland has been doing work in this area as they are not taking pride in what they did as the floors have all kinds of marks, scratches, gouges, dents, chips, among other things wrong with them. I suggest Mr. [redacted] come take another look at the flooring and decide what he is going to do about it as we still have not moved into our new house and will not until this is resolved either through the Revdex.com or through a small claims court case for $25,000 in General District Court with [redacted]. Thanks!
Many regards,
[redacted]

Manager spoke with customer last Friday (3/10/17). Carpetland is going to take up new floor, level out concrete subfloor and reinstall. Customer is in agreement with this resolution. Upon delivery of new materials carpetland will have this resolved before the end of March.

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]

A Carpetland USA representative inspected the wood floors  after installation and at that time the home owner was told outside of some putty that needed to be reapplied in some nail holes, there was nothing wrong with the floors.After the home owner contacted the manufacturer, an inspection was...

completed in July 2014 by a representative from the distributer who supplied the hardwood. There were no product defects or installation issues detected. Minor imperfections could not be seen from standing eye level and could only be seen by being on hands and knees. The expectation that there will be no minor imperfections on a floor, regardless of type, is unreasonable.Our contract in this matter is with [redacted] Construction, I can not release any documentation to the home owner without their approval.For over 25 years, Carpetland USA has taken pride in our customer service and our reputation within our communities is a testament to that. I believe in regards to these hardwood floors, no further action by Carpetland USA is required.Thank you for your assistance in this matter. [redacted]Vice PresidentCarpetland USA

Review: Installation was 4 hours behind schedule and was told car problems for installer which is understandable, job was done on Friday, was told following Monday would come back to finish, had to contact them and said installer had lost my number and came back several days later to finish. After he came back and finish install at end of April, contacted first of May for multiple floor vents not cut out and not being able to run heat at my remodel home due to burning smell from carpet where vents were covered up. Had my father come into store middle of May. Contacted by phone 6/3/2016 to ask to be fixed at 12:34 got hung up on maybe by accident. Called back at 12:36 and was told they would have a manager call me back at the number I gave the woman I was talking to and never heard back. After 2 weeks went into store 6/13/2016 was told they could not reach me because they stated my phone was disconnected which my phone was ringing as they stated it was disconnected, was told they only tried once and were waiting on me to contact them. Felt like a pushover and want me to work around my schedule for their mistake. Customer service is not pleasant.Desired Settlement: I would like the general manager to call me to discuss the issue at hand

Business

Response:

I, [redacted] general manager with Carpetland USA, called Mr. [redacted] and discussed issue. We sent an installer to the home on Friday 6/17/16 at 9am to cut out air vents. This will resolve issue.

Review: I purchased a house and put new carpet throughout the whole house, I asked the salesman for suggestions, since this is my first home and I know nothing about carpet. The carpet that I ended up purchasing I was told was the top seller and was highly recommended however less than a year later I started to notice that the carpet started to look like it was matting down and it had a waxy residue. I called Carpetland to see what could be done, they sent out a third party to test the carpet after waiting several weeks I was told that it is normal wear. I am not happy about this and although the mill may not stand behind their product I expected Carpetland to stand behind the items that they sold. After receiving this information I found out that the product that I purchased (that was so highly recommended in 2012) is no longer available. I asked for something to be done about this because every time I step on the carpet with my bare feet it makes me sick to my stomach that I spent my hard earned money on such a [redacted] quality carpet that was recommended by a carpet professional. The carpet looks like it is 30 years old and at the time of the claim it was a little over a year old I have had it professionally cleaned to try and resolve the issue but that didn't work so I guess my last resort is to replace all the carpet in my home.Desired Settlement: I would like the carpet to be replaced, I don't mind paying for labor costs and even the difference of price for a better quality carpet. You spend thousands of dollars on something that was suggested you would expect it to last longer than a year.

Business

Response:

Ms. [redacted] bought a carpet called DX-40. We've sold a lot of this carpet without incident. We did offer her other choices of floors, but Ms. [redacted] was on a budget and we found a suitable carpet to fit into that budget. All art pile carpet will lay over with foot traffic and soiling. Regular vacuuming and steam cleaning will help this situation. We sent our sales rep, [redacted], out to inspect when we first learned of Ms. [redacted]'s concerns. He did not see any defects. Ms. [redacted] was not in agreement with Mr. [redacted] so we had an independent inspector go to look at it. This inspector is independent of Carpetland as well as the mill, [redacted]. After extensive tests, his conclusion was that there were no manufacturing defects. Carpetland stands behind, and will honor, what any independent says regardless of cost to our company. I am sorry Ms. [redacted] is unhappy with her flooring, but we feel that replacement is not warranted. We recommend regular vacuuming (this will help the wear of the carpet) and steam clean when needed.

Consumer

Response:

I have reviewed the response offer 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 vacuum at least once a week if not more, I did have my carpets cleaned to try and resolve the issues but that didn't help. I did come into the store and spoke to one of your salesman after the carpet was tested and was told that the carpet I purchased was no longer being made. I understand and acknowledge that carpet won't be perfect forever but I honestly feel like the carpet I was sold is defective. I will have another company come check the carpetand get their opinion, and go from there.

Regards,

Review: On 12/4/13 I went over and talked to a [redacted] about laminate flooring for 2 rooms in my home. After many conversations prior to 12/4 with [redacted], I decided to purchase the flooring and pay for installation. Our floor was installed on 12/11 and 12/12. I put a down payment of $2000.00 down on 12/4. [redacted] told my husband and I that the rest could be payed when we were happy with our flooring. So time went on, there were several issues the installer had to come back and do on his part. There was molding that wasn't nailed down. There were a couple of the transitions that came up. So [redacted] had scheduled a time for him to come back on 2 occasions that we wasn't even home. Just seemed to be lack of communication. Well by the middle of Feb of 2014 we noticed something wasn't quiet right. WE could see and feel every seam. I called [redacted] and discussed with her after the installer agreed and told my husband that he couldn't do anything about it. But it looked like there was a over spray on the laminate flooring which would cause us to be able to see and feel the seems. So she sent the manager of the store [redacted]. I left work early to meet him at my home. He came in really didn't say anything much. Other then he would have a mill representative come out. Which was done on March 4th. I ask them both at the time what their thoughts were and the mill rep said I didn't won't to hear his opinion. They just kept looking at each other. I explained it was easy to come by $4000.00 to have our floors done and they end up the way they are.

Still nothing but I didn't won't to hear his opinion. So I said just leave my house being there is no resolution coming from them. They did offer a inspector that works for them as they said to me. So they left, I told them I wasn't paying the balance of the 1867.18 until it was resolved. So needless to say they left. A week later on March 20th or so that the $1867.18 is do upon receipt of the letter. They determined that there was nothing out of the ordinary was wrong. But they didn't say that when they were here at my home. The money isn't the issue for me to pay. I feel like there is issues with my floor and that they are just trying to beat me out of $4000.00 and except NO responsibility of this.. Th mill representative even stated to me during his time here, that the weather had been really wet outside. I'm not sure what that meant, he didn't give any details when I ask him why.Desired Settlement: I feel like they should replace our flooring, or come and take it up and refund our money. I've also had to pay to have my furniture moved in and out to have the flooring done, due to my health issues...

Business

Response:

On December 11 and 12 of 2013, we installed flooring for Mrs. [redacted]. After completion, she had a couple of issues that we had taken care of by the installation crew. Mrs. [redacted] called in February 2014 and stated that she had some issues with the floor. I scheduled a time to meet with Mrs. [redacted] to go over her concerns.

Mrs. [redacted] was concerned that she could feel where the boards came together. I told her that you could feel some of this due to subfloors that are not perfectly smooth. I then offered to have a distributor representative come out to give his opinion. When I brought him to see Mrs. [redacted]'s home, he didn't see any potential problems with the flooring. Then Mrs. [redacted] became upset and at that time I offered to have an Independent Flooring Inspector, who is independent of Carpetland and the distributor, to come and give an evaluation of the installation and material. Mrs. [redacted] then asked that myself and the distributor representative leave her home.

Although we do not believe that there is any problem with Mrs. [redacted]'s flooring, we are still willing to send an independent inspector to her home and give her their evaluation. We will take care of any action required based on their findings.

Thank you for your assistance in this matter.

[redacted], G.M.

Carpetland USA

Consumer

Response:

I have reviewed the response offer 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.

[Provide details of why you are not satisfied with this resolution.]

Regards,

[redacted] didn't tell me that there was ANY issues with the sub-floor. I stated in my first email to Revdex.com the conversation that was had The installer assured my husband that our sub floor was fine when flooring was installed.. My husband and myself expressed our concerns to [redacted] before the floors were installed and she assured us, that the

(floating) flooring we purchased we would be totally happy with. I'm not sure where to go with this situation. It seems that the manager at the store is very dishonest in communicating to

myself and the Revdex.com of Western Virgina. Mr [redacted] states that the inspector has no relations with Carpet Land. Which I find hard to trust him. I would like to know if the Revdex.com can hire and inspector and the charge be at Carpet Lands expense. WE also requested the flooring be brought to our home before installed so it would be accumulated to our home. Which wasn't a requirement from Carpet land.

Thanks

Business

Response:

After inspections of Ms. [redacted]'s flooring by Carpetland USA, the distributor representative, and an independent inspector (see attachment), we feel that there are no material or installation issues and that any further actions are not warranted.

Vice President

Carpetland USA

Roanoke, Va

Review: I purchased Shaw carpet from Carpetland USA in 12-17-2008. Promo [redacted]. The first two years I had no problem with the carpet. Year 3, I had to call Carpetland USA to come out and stretch most of the rooms due to the carpet rolling ad buckling up. Year 4 and Year 5 same complaints. With having a 5 year warranty with the carpet. I was told that the carpet could no longer be stretched due to the backing coming loose from the carpet. Now I have buckles and rolling in all rooms fraying at the trim strip carpet will not hold on the strip. Very discouraged with product not to have even shampoo and enitire room.Desired Settlement: Replacement.

Business

Response:

July 23, 2013 Response to Revdex.com Complaint ID: [redacted] In response to this customer’s complaint, the last time we attempted to re-stretch the carpet, the installer noted that the fibers of the carpet were frayed badly from prior re-stretches. He felt that there wasn’t a way for him to stretch the carpet any more than it had been already. There were no buckles or rolling as stated in the complaint unless you drag your feet across the carpet or use a vacuum cleaner, it will lift up. Other than that, the carpet is laying flat. Carpetland has been to service and re-stretch this carpet every time the customer has requested it. There has never been any question asked regarding why this carpet needs re-stretching until recently when it was noted the carpet has never been professionally cleaned and there have been spills from hot beverages. Other possibilities could be from moving furniture improperly by dragging it and not lifting it up. In my last conversation with the customer, since the carpet was in it’s last few months of warranty coverage by the manufacturer, as a courtesy, Carpetland offered to replace the carpet at cost, along with any other services rendered, at cost. This offer was turned down by the customer but still is being offered. [redacted] General Mgr. Carpetland USA – Lynchburg, Va.

Consumer

Response:

I have reviewed the response offer 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 do not accept the proposed action. This carpet is not only in the family room but throughtout the house. Carpetland has commented that coffee has been spilled which seperated the carpet from the backing. I disagree with there comments however to replace the carpet takes money which we do not have at this time. The seperation of carpet is all over and the carpet has never been shampooed and is clean for the 5 year mark to be approaching in december 2013.

Review: We had a new house built by [redacted] with [redacted] from [redacted] and we closed on the house on May 23, 2014. We had the walk-thru two days before closing and we noted a couple of dents, gouges, putty, top nailing in middle of floor, and chips on our walk-thru and we made marks with painter's blue tape as the building Supervisor with [redacted] stated we would need to work with Carpetland. We contracted [redacted] with Carpetland in [redacted] who the builder was using for him to come and look at the damage to our hardwood floors that we had in our brand new home that was built. He stated you couldn't see them unless you were down on the floor so he joked that nobody should be on our floor any way. I asked him if he bought a brand new car would he want scratches on the side of his new car even if nobody could see them if he knew they were there. At the end of June 2014, we contacted [redacted] the manufacturer and reported the problem to them and they sent [redacted] the east coast distributor representative out to look at our floors along with [redacted], the ** of Carpetland who also came. They came to our house on July 3, 2014 and looked at the floors and then issued a letter later in July 2014 stating the problems with the hardwood flooring were not from manufacturers' defects and that the damage to the flooring was done in construction of our new home. I was told by [redacted] we would get a copy of the letter but I never did and I cannot get a copy from the distributor as they said I needed to contact Carpetland and Carpetland stated I needed to contact the builder, [redacted] Construction, in order to have them authorize a copy of the letter to be sent to me. I want a copy of the [redacted] letter and I want Carpetland to come back out and have something done about my brand new hardwood floors which have scratches, dents, gouges, etc. in them or they will be answering to a General District Court small claims case before a judge as I have lawyer letters where we have brought this up with the builder within the first year under the warranty. Thanks!Desired Settlement: I want Carpetland to come back out and review with me what they and the builder, [redacted] Construction, are going to do about my damaged hardwood floors in my brand new house that I have never moved into as of this date due to the damage on these hardwood floors and nobody wanting to do anything about them. If I get no response from this complaint, I will be filing a small claims court case pro se for $25,000 in the General District Court of [redacted] where this new house was built by [redacted] Construction [redacted] with [redacted] and Carpetland as the defendants. Thanks for your assistance in this matter.

Business

Response:

A Carpetland USA representative inspected the wood floors after installation and at that time the home owner was told outside of some putty that needed to be reapplied in some nail holes, there was nothing wrong with the floors.After the home owner contacted the manufacturer, an inspection was completed in July 2014 by a representative from the distributer who supplied the hardwood. There were no product defects or installation issues detected. Minor imperfections could not be seen from standing eye level and could only be seen by being on hands and knees. The expectation that there will be no minor imperfections on a floor, regardless of type, is unreasonable.Our contract in this matter is with [redacted] Construction, I can not release any documentation to the home owner without their approval.For over 25 years, Carpetland USA has taken pride in our customer service and our reputation within our communities is a testament to that. I believe in regards to these hardwood floors, no further action by Carpetland USA is required.Thank you for your assistance in this matter. [redacted]Vice PresidentCarpetland USA

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. These were brand new hardwood floors that were put into a brand new house being built therefore, the floors should not have any minor imperfections as Mr. [redacted] states even if you are on your hands and knees looking at the floor. The wood provided by [redacted] the manufacturer was of good quality and had no defects per their representative but they did acknowledge that there was damage to the floor and per their letter from July 2014 stated that the damage was done in construction of the house which could be from Carpetland the sub-contractor installing the flooring as there were putty areas and top nails in the middle of the floor that had not been puttied or filled in along with putty placed in the cracks of some boards where the installers messed them up and could also be from the builder's sub-contractor who installed the show molding. We have dents in the floors where heavy objects have been dropped on the floors, we have chips in the wood where it was chipped and cracked when the hardwood floors were installed, we have gouges where a nail compressor gun with metal feet was drug across the floor putting gouges, scratches, and nicks in our brand new house hardwood flooring which is unacceptable as I don't care how long Carpetland has been doing work in this area as they are not taking pride in what they did as the floors have all kinds of marks, scratches, gouges, dents, chips, among other things wrong with them. I suggest Mr. [redacted] come take another look at the flooring and decide what he is going to do about it as we still have not moved into our new house and will not until this is resolved either through the Revdex.com or through a small claims court case for $25,000 in General District Court with [redacted]. Thanks!

Many regards,

Business

Response:

According to the National Wood Flooring Association (NWFA), "Inspections should be done from a standing position with normal lighting. Glare, particularly from large windows magnifies any irregularity in the floors and should not determine acceptance."I did not witness any top nailing of boards in the middle of the floor. Top nailing is necessary along walls that the nailers can not be used or in the event a board is replaced. I also saw no evidence of installation related damage or anything being dragged across the floor when the floor was inspected in July of 2014.Carpetland USA will reapply putty in nail holes at the home owners convenience. We are very sorry that the home owner is not happy , but the hardwood floors are beautiful and will last for a long time to come. Thank you again for your help in this matter, [redacted]Carpetland USA

Consumer

Response:

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

Please see the attached letter received from [redacted] Corporation who sent [redacted] who is the distributor representative for [redacted] Flooring for the East Coast I believe along with another gentleman who came out with Mr. [redacted], ** with Carpetland, on July 3rd, 2014 and reviewed the product and installation of it at our house at [redacted]. The below excerpt from the letter from [redacted] clearly states their was damage done to the floor under Claim #[redacted].

"After carefully reviewing all of the information submitted with this claim, including photos, it is our determination that the issues are consistent with damage that has occurred during the construction process. This job-site was inspected by a CMH representative and he noted that there were no issues with the installation other than small nail holes that needed to be filled with putty. There were photographs that showed areas where indentations span across multiple planks and also areas with indentations that appear as if something heavy has been dropped on the flooring. This is damage that occurred post-installation due to wear and tear at the job site."

[redacted] is stating in their letter that there has been damage done to this wood flooring and they are throwing the builder, [redacted] and [redacted] Construction, under the bus and blaming them for all of the damage which is possible but it is also possible that Carpetland during installation dropped heavy objects on this floor which obviously has caused damage as noted in [redacted]'s letter dated July 14th, 2014. Also, the floor in the basement which was engineered hardwood flooring was glued to the concrete sub-floor and there are numerous spots of glue on the floor in the basement that were not cleaned up by the installers before they left as my wife couldn't even clean the floor with the recommended cleaner as there was so much glue on the surface of the floor in the basement. Mr. [redacted] needs to get with the builder and decide what they are going to do about our damaged floor which it clearly is as stated by [redacted] in their letter dated July 14th, 2014 or I am going to be taking both Carpetland and [redacted] to small claims court for $25,000 in [redacted].

Regards,

Review: My husband & I went in to see about new carpet for our home. We decided on a specific carpet, the sales person wrote us up a invoice based on his assumption of our square footage, and we applied for the financing, scheduled a date for actual measurements. I had to follow up several times to get this complete, sales person never called me to confirm, claimed staffing issues. I called the following week to get the total for the job, and asked that he quote me with/without a family room. This is all verbal by the way. We decided to proceed with installation minus the family room, scheduled the install. I had additional questions prior to install, we were undecided whether or not to just include the addtional room at the same time. I tried several times to reach the sales person prior to this, and never received a call back. I followed up a couple days later, and asked about having the family room. It was too late, and the price for just this room alone had went up by around $500 dollars. I asked for this in writing, and I had been asking for this quote in writing... still after 1 month of installed, no return call no itemized statement of my actual square footage of carpet installed, and nothing about the additional cost for my family room. Great service & follow up.Desired Settlement: I am still requesting a copy of my install and the specific's, and at this point it's too late to get my family room added in due to the lack of returned calls and follow up.

Business

Response:

December 19/2013 Dear [redacted]/Revdex.com, The reason for the price difference is because of the difference in material needed due to doing both areas separately. This was explained to the customer prior to the order being placed. The salesperson, [redacted], called and left a message for the customer and have not heard back from her as of today. We will continue to call Mrs.[redacted] and are happy to get her any paperwork she may need. Thank you for your time in this matter. Please don't hesitate to call me If you have any questions. [redacted] Manager Carpetland USA

Consumer

Response:

I have reviewed the response offer 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. My husband tried calling yesterday ** was not in the office. As to the price difference yes I understand that, however if my calls Were returned prior to installation I could have made that decision. As I stated this was all verbal nothing in writing to compare to. Regards,[redacted]

Business

Response:

I met with Mr. [redacted] at his home on 12/30/13 at 10:00 a.m. to remeasure his family room for carpet. The price [redacted] gave the for the family room was $1341.19 I reworked figures at a price below contractors price of $903.00 difference of $438.19. gave Mr. [redacted] price on 12/30/13. Mr. [redacted] said he would get back to me. Have not heard one way or another.Thanks[redacted]

Business

Response:

Mr. [redacted] states paper work will be mailed to the consumer.

Consumer

Response:

Subject: Re: You have a new message from the Roanoke Revdex.com regarding complaint #[redacted]. My husband just spoke with the manager - they have no intentions of making this right. The price is still over the amount quoted prior to install. I still have not received my original invoice. I'm done to resolve this. This company has the worst customer service and follow up. [redacted]

Business

Response:

Company states they sent the invoice to the consumer and feel the complaint has been resolved.

Consumer

Response:

I have reviewed the response offer 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.Yes I have spoke the manager. I did receive my invoice. You can close the complaint, I'm not satisfied however it doesn't appear that I will get the price that I was originally quoted for my family room due to lack of communication during the process of install. Too late basically. [redacted]l

Review: I ordered carpet from Carpetland on February 11, 2014. I was given an install time of two days and to begin on the 27th of February thru the 28th of February. When asked what time installation would begin I was given the answer of, "It depends, could be between 10-11, could be as early as 8." That was a little bothersome as to not know when they would arrive. I called Carpetland that morning around 9ish to see if I could get an answer as was told they had just left 10 minutes ago and were on their way to my house. Five minutes later I got a call from the install guy who said they needed to go by [redacted]'s to buy a scraper to remove the glued down carpet in my den basement ( the carpet was like that when we bought the house) and needed to buy tac boards. That was a concern to think they weren't prepared to get started that day, rather they needed to go buy the tools. Not to mention I was shocked they didn't already have a scraper. Was I the first house where the carpet had to be scraped?? Once they arrived around 11ish they began to work at 1140. At 215 they told me they needed to go to Carpetland to cut the carpet but needed to stop by another house to do a measurement on a room. I was told they would be gone for an hour. Around 4 I called Carpetland to find out what was going on because the installers were not back. The lady that answered the phone said they we're cutting the carpet and would be leaving in 30 minutes to head to my house. I asked her what was taking so long because I was told they'd be back in an hour and that was 45 minutes ago. She then asked me if my house was a big job??? I explained I'm not sure because I don't know what's considered a big job?! She then asked me to hold. The regional manner then got on the phone and at the beginning had a tone. She addressed herself as being the regional manner and asked what the problem was. I explained the guys weren't back yet and hadn't finished a single room in my house, not to mention they had been gone for over two hours. She was very rude and asked what the problem with that was?? She said I was quoted a two day install and the job would get done in two days. I said the problem is not one room has been done, the guys have been gone for over two hours and by the time they get back there wouldn't be enough time to lay carpet before they were quitting at 5. The main installer told me he was quitting at 5 to go pick up his daughter. I addressed her condescending tone and told her it was unappreciated and I was a paying customer. I paid a lot of money for this to not be taken seriously or handled precession ally. Plus I mentioned how the installers had to go do another measurement on another house. If my house was such a big job then why are the installers being sent to do another job?? She replied with my house was not the only house they were doing. Again, she was very rude, very unhelpful and at this point I was livid.she made me feel as if my concerns were nothing and my house and the money I paid was of no concern to her. I told my husband we needed to hire a lawyer. She heard me and got even more rude and said the job would get done in two days. I then asked what the name of her boss was and she laughed saying she was the highest person to go to. I said I know you have a boss and I'd like his/her name. She said the Vice President was her boss but he wouldn't talk to me because he didn't know the situation and refused to give me his name or contact info. I then told my husband we would contact a lawyer and hung up. The guys arrived back at 445. They finished the downstairs den by 630. Told me they would arrive the next day between 8-9 and arrived at 910. Told me then the entire house would be done by 530. There was an issue with my downstairs bedroom, the floor was found to be very uneven when the carpet was removed. He told me he would have to come back Monday to finish that room because he didn't have the stuff on his van to level the floor that day (Friday). Later he changed it to coming Saturday. He put carpet down in one bedroom upstairs and left at 1215 to go get lunch and the stuff needed to fix the downstairs bedroom floor because he said there was only one box left. He Told me while he was gone to remove the drawers out of my dresser and chest of drawers. I did. Because it took him over two hours to lay the carpet in one room and two of the three other rooms were larger I wasn't sure how he'd be finished by 530. So I moved the furniture out of the master bedroom with the help of a friend. When he got back he started laying the carpet in the master bedroom and then the spare bedroom. By the time he got to my living room it was very close to 5. He finished the upstairs by 645. Came back Saturday to finish the downstairs bedroom.

To say the least, the above is a summed up version and there is a lot more. But my main concern is how disrespectfully I was treated when I called with concerns. The regional manager, [redacted], I believe was her name, was very rude and had I known how this process was going to be I would NOT have purchased carpet from Carpetland. I came to them from their commercial. I paid over 4500 total with 1370.00 down on the carpet for three years no financing and free furniture moving. At this point I am very disappointed with the whole process but mostly with how poorly I was treated on the phone. I feel I had every right to call to find out where the install guys were After being gone for over two hours and when I was talked to so rudely and laughed at I feel this is unacceptable. As I mentioned above I had a friend, the one who was at my house helping me move furniture and such, was interested in getting new carpet and after seeing and hearing everything she will not be purchasing carpet from Carpetland. I will make sure to let anyone I know of wanting to purchase carpet to NOT use Carpetland for the main reason that the people there care nothing about their customers. Just the money. I feel she handled the situation all wrong and should have stayed on top of the installers and addressed my concerns in a different manner. Also, the job was NOT done in the two day time quote I was given! I would like my money back that was required down and to speak with someone above the regional manner! I did not ask for anything such as money refund at that time because I felt she, [redacted], would not take me seriously as she had not taken my concerns seriously the day I called. I do not feel this job was done professionally nor are the people at Carpetland professional in any way ( except for [redacted] - she was very nice). Since [redacted] was unwilling to help me and refused to give me her boss' name I felt that going to the Revdex.com was my best and only option at this point. Thank you!!Desired Settlement: I think the owner/President of the company needs to address the professionalism of their employees and refund me the money back that I put down.

Business

Response:

Dear Mrs. [redacted],

First of all, I wanted to apologize that your experience at Carpetland was not as pleasant as you and myself wanted. We strive to make everybody's job a good experience.

Sometimes installers do have to get supplies before a job if they run out or don't have a certain tool that they need, such as a scraper. I did talk to the installer and he said that he had lent his scraper to another installer and it had not been given back to him yet. I also want to apologize that you feel like you were not treated with the respect you deserve as one of our customers. I have spoken with [redacted], the lady you talked to, and I can assure you she was not trying to disrespect you in any way.

The installer came back that day to cut your carpet in a controlled, clean warehouse and not on a driveway somewhere. That's the reason it took a little longer. The installer actually cut up the carpet and prepared the edges of it for seaming purposes. With the amount of carpet there was, it definitely took longer than he anticipated. I also talked to the installer about the measure issue. He told me another company, not Carpetland, called him to do a measure, but he didn't measure the job. The installer said he had to liquid nail tack strips down in the basement because the concrete wouldn't hold them. This is also something we didn't know about until we got to the job. This adds time to a job. He also said your concrete floor was very uneven and he had to level the floor up in the last bedroom. This also takes extra time. He did these things to give you the best job he could. Sometimes in carpet installations we run into things that can't be seen and it takes a little longer. The installer assured me he kept you informed about what he was doing the whole way.

Carpetland feels that we did the job in an accurate time frame and with the extra work that was needed to be done, it does not warrant a credit to the order of $1370.00. We offer our deepest apology to you.

Thank you,

Consumer

Response:

I have reviewed the response offer 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 appreciate your response however I do not feel your response is accurate. As mentioned in my earlier message I wanted to speak to someone higher than [redacted] and as I see that request has been ignored. Due to that I will discuss my other issues here. I do not feel the job was done in a professional manner nor do I feel that [redacted] was doing anything other than being rude and unhelpful! All she kept repeating was job would be done in the two days, what was the problem?? Problem is, it was not!

The time frame given on this job was two days. I understand issues arising but not coming prepared to fix such issues is unacceptable. Carpetland knew when contracting out their installers that carpet was being installed in a basement den and bedroom. One would think that coming prepared with concrete to level possible uneven floors would be a wise choice . Which did happen in the den bedroom when the installer pulled back the carpet the concrete stuck to it. It was not like that before. He also mentioned you commented and said this wasn't Carpetland's fault. Well it wasn't us who glued the carpet down either but you agreed to removing the carpet and installing new with an install time of two days. Not to mention, when he asked what time I would be awake Saturday I told him by 930 but I would get up at whatever time he needed. He said he'd be here between 930-10, then he said he'd call me, then he said he'd come between 9-11 because he had errands to run with his wife. He arrived at 1125. Really?! Obviously getting my job done was not of priority to him or Carpetland.

I was informed by the installer that my basement den was not holding the tack boards in some places but he would use his hot glue gun and that would work. He said once glue was on the back of the board and placed on the concrete you held it for 3-5 seconds and within 5 minutes it was completely dried. He did not have to use glue for the entire den basement. There was plenty of drying time when they placed the padding down and I'm pretty sure the glue was dried before they left at 215 especially since the installer said drying time was 5 minutes. So to disappear for over two hours surely wasn't to allow the glue to dry.

I feel had he not been on the phone a lot of things would have gone a whole lot faster. Plus being that this was considered a "big job" then maybe he needed to focus solely on getting the job done he was getting paid for at the current time. After arriving day one around 11ish and leaving at 215 to only to disappear for over two hours is not professional in any way especially when saying they'd be back in an hour. If the installer was a "professional" then he would have known how long he would have been gone. Measurements had already been done by a contractor for Carpetland so again, an excuse!

I mentioned earlier I wanted to speak to someone higher than [redacted] and from your response that is not going to happen. Very sad! I will explain my other issues here too for others to see how unprofessional this job was done.

Although the installer was nice, he was far from professional. You might want to let him know that it is not acceptable to arrive late each day, to ask the homeowner to refrigerate his drink, or to warm up his breakfast, to ask to use my knife to cut his breakfast, to eat in my kitchen when there's work to be done, to dip and ask to spit it out in my toilet then rinse his mouth out in my sink leaving tobacco behind. Very disgusting!! Next time something is broken when removing old carpet it is wise to inform the homeowners rather than hiding them and glueing them together. Several stones were broken but a corner stone(one that can be seen) from my fireplace was broken into three pieces when removing old carpet. It is now glued back onto my fireplace by the installers in three pieces. He knocked off a picture frame hanging from the wall into my master bedroom which damaged my laminate floor. I'm sure he noticed it when picking up picture frame too.

Since I am not being refunded anything and just words are expressed to excuse the unprofessionalism of Carpetland I hope that this letter informs the next person who might research first before choosing just anyone like we did. I realize Carpetland's rating is good but I also know that things have been kept away from the Revdex.com. Paying $4500 with $1370 down and for things to not go smoothly regardless of unexpected issues should not affect the professionalism of Carpetland! Very disappointed!

Regards,

Business

Response:

I talked to Mrs. [redacted] this morning. The two of us reviewed her concerns and issues she had during the installation of her carpet. I offered Mrs. [redacted] a credit of $300, that she accepted, and we also talked about setting a time for [redacted], the store manager, and the installer to come back to her house and fix a small loose area in the down stairs bedroom and to inspect the stones on the fire place. We had a very nice conversation and I believe this matter is now taken care of. I told Mrs. [redacted] to call me if she had any other concerns. Thank you for your assistance in this matter.

Sincerely,

Tom Peeters

Vice President

Carpetland USA

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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,

Review: Went into Carpet-land on [redacted] on Fri to purchase carpet for living room, they were scheduled to come today(11/5) AFTER 9 am yet they showed up at 8 am, they were asked to come back due to HOA rules about noise before 9 am. They came back with wrong carpet, went to exchange it, they did a very good job on installing it as it looks fine, However the problem is/was that the living room and hall were painted sat and Sunday and there was NOTHING in the hall area when they came in and NO MARKS on the fresh paint at all, yet before they left it was noticed that the front door had been shoved so hard that the doorknob was jammed into the wall (even though there was a spring stopper behind the door ) it was noticed and brought to their attention and the reply was '' do you have a maintenance man here?" He was told no as we own this condo so he began to tell us how to fix it. When they left a call was placed to carpet-land asking for the manager and was told he was not in the building at that time, spoke with [redacted] and told him of this incident and he became argumentative saying they told him about it and that they didn't do it, they were not truthful the mark was not there before they came into the house yet it was there by the time they left, and they were in and out of the door, my daughter told [redacted] that it was understandable if it was an accident yet he still wanted to argue about it. Even though it is minor, this needs to be taken care of. I also have pictures where you can tell it was done AFTER it was painted as you can see in them that the fresh paint was cracked open.Desired Settlement: I should not have to repair damage done by an employee of carpet-land. They were notified of this and they need to be responsible for repair.

Business

Response:

Carpetland is going out to patch the hole on the morning of 11/10/14. We will paint on the morning of 11/11/14. This has been confirmed with the grand-daughter on 11/6/14 at 9:05 AM.

Thank you,

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,

Review: We recently purchased flooring materials from [redacted], sales representative at Carpetland USA in [redacted]. We spent over $4,0000.00 on this flooring. We are very happy with the product. However, my husband ordered the wrong transition strip and when we called Mr. [redacted] to return the transition strip for the correct one, we were given an explanation as to how the product company would not take the transition strip back because it was a special order and that we would have to purchase the correct one. Upon trying to work with the original transition strip and realizing it wasn't going to work, I called Mr. [redacted] to see what could be done. As we talked, it was obvious that he was not interested in trying to work with us to resolve this issue. He kept telling me how the product company was going to charge them a fee for returning the product and that he could take it back but would charge us a restocking fee and then we would get a partial credit toward ordering another molding. Then I asked about returning an unopened box of flooring and I got the same story. When I pushed him further about the lack of customer service, he then blamed us for not measuring correctly. As we continued the conversation to no avail, I got extremely frustrated. He then made a comment that if I hadn't had such an attitude, he would have possibly been willing to work with me. However, he made no attempt to work with me from the beginning. In addition, we have asked on several occasions for him to charge the balance to our credit card and we continue to invoices. Every time we get an invoice, we call and tell him to charge the balance. This has not been done to this date.Desired Settlement: We would like an apology for rudeness and lack of customer service and we want the product we can't use refunded and applied to ordering the correct product.

Business

Response:

Carpetland USA has ordered Mrs. [redacted] a t-molding, at no charge, to help finish her job. Carpetland USA does offer her and her husband an apology. However, Carpetland USA cannot take special ordered products back at no charge. The mills charge us to send back these materials . Sometimes they won't take the material back at all depending on the product. We're sorry about this policy, but it is the same at any flooring store. Once again, sorry for the problem and I hope this t-mold helps.

Sincerely,

Store Manager

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. I appreciate your help in resolving this issue. I will wait to hear from Mr. [redacted] regarding the T-molding.

Regards,