Creative Floors, Inc.

I am a healthy elderly lady who made a decision to replace carpeting, hoping it would help me to get through some grief I am experiencing due to the recent loss of my husband. I have done business with Creative Floors previously. I ordered a print carpet using part of my original carpet as a border. The carpeting was installed on 14May2013. During installation I noticed and questioned the strong odor of the carpeting with the installer. He stated the odor would dissipate but never did. Other than the odor I was pleased until I realized the carpet was installed backward. I couldnt even vacuum it! [redacted] stated he would turn the carpet but wouldnt guarantee it for as long. I stated I couldnt imagine a manufacturer making the pattern upside down and asked him to turn it. The carpet was turned on 5June2013. In turning the carpet he had to reheat the carpet and glue strip to seal the carpet and border. Due to the significant odor I was airing the room with a large house fan and 2 window exhaust fans as [redacted] had recommended. I did not sleep in that room for 2 weeks after the carpet was turned due to the odor. On or about 17June2013, I had not been feeling well for awhile and called my doctor; when my doctor returned my call the next day I then knew why I didnt feel well. That was the first night I slept in the room with the windows closed due to the rain. I was awakened after only about 4 hrs by a severe burning of my eyes, nose, throat and upper chest. I was experiencing flashes in my eyes and therefore had to see an Ophthalmologist as an emergency visit and am still being treated. I have also developed a stomach problem my doctor feels is part of this whole nightmare. After discussing these problems and the odor, [redacted] agreed to reimburse me a part of my costs and remove the carpet. Unbeknown to me an Inspector called me on 23June2013 to schedule an appt. Since Creative Floors had agreed to refund me I felt they contacted him. I therefore, didnt want to refuse him access.Product_Or_Service: CarpetingDesired SettlementThe Inspector on 25June2013 when he inspected the carpeting stated they needed to remove the carpeting ASAP. He sat in his veh, in my driveway, and called to inform Creative Floors of such. Creative Floors is now refusing to honor our agreement for reimbursement as well as the inspector's statment to remove it immediately. I would like to be reimbursed for the cost of the carpeting,($1,844.30), removal cost of $150.00. Also, a copy of the letter from the manufacturer.Business Response I sent my installer, [redacted] to Ms. [redacted] residence three times, the first to install the carpet, a custom installation, with borders. The second time, I sent [redacted] out, at no charge to the client, to turn the carpet, as she was dissatisfied with the direction of the flowers. [redacted] explained to her that carpets need to be installed according to the direction of the knap and that is why the carpet was originally installed according to the manufacturer's guidelines. He told her that turning the carpet would cause the knap to prematurely crush down because she would be walking over the knap and not into it. The consumer was told that the room needed to be properly ventilated to allow the carpet to air out and get rid of the smell. She was still dissatisfied and contacted the manufacturer [redacted] on her own to arrange an inspection; they told her she needed to contact Creative Floors to arrange that. She notified me of her request for an inspection and I contacted my distributor, [redacted] they contacted [redacted] and [redacted] arranged for a third party inspector to inspect the carpet. I did not hire the inspector, but simply started the process to have one scheduled. In the meantime, we came to an agreement that I would provide a partial refund and have the carpet removed. She agreed to the resolution and we made an appointment for 6/24/13 for my installer to remove the carpet and give her a refund check. On the Sunday prior to our appointment the inspector called her and she scheduled the inspection for 6/25/13. Ms. [redacted] decided to proceed with the inspection and cancel our appointment when [redacted] arrived on 6/24/13. I explained that if she wanted to have the carpet inspected, my offer would be taken off the table. She decided to go through with the inspection and understood that I would not be making another offer to resolve the issue. The inspector stated in his report, which I do not have a copy of, but was read off the details, "the area of concern is located in the back bedroom. The door was kept shut and sealed at the bottom." [redacted] denied the claim based on the inspectors report. A letter sent from [redacted] on June 27, 2013 stated "it has been determined that the problems described in the referenced claim are not a result of a product deficiency. [redacted] & [redacted] has no responsibility regarding the claim. The carpet emissions on its own is typical with new carpet and with proper venting/ airing out will eventually dissipate." The inspection results show that there is nothing wrong with the carpet and proper ventilation is required. The report states the room was sealed, allowing no ventilation or airing out of the smell. The claim was denied by [redacted] This issue is no longer with Creative Floors, but with [redacted] and their decision to deny her claim.Consumer Response This complaint should not have been closed as it is NOT resolved. The Business's ([redacted]'s) procrastination and indifference in response to my complaint made it impossible for me to dispute her response in a more timely manner as I had family visiting from out of state and felt my reply could wait as well. The Business, [redacted], is insisting that I knew about this Inspector, however as previously stated, until He called my home I had no knowledge of an Inspector being requested. I had not contacted nor requested an Inspector. I would not even have known who to call to set up an Inspector.In regards to The Business stating that she stated that if I called an Inspector the deal was no longer on the table is blatantly FALSE. I had no contact with [redacted] for over 2 weeks after [redacted] arrived at my home to remove the carpeting on Monday. [redacted] stated that [redacted] would be in contact with me as he had no idea when he could come back to remove the carpeting if he did not remove it that day. As a matter of fact, I did call the office for about 10 days after the Inspector came and my calls were unanswered or ignored. However, my daughter was visiting from out of state and called right after I had tried to call the office and had no answer but they answered on the first ring when my daughter called using her mobile phone. [redacted] never stated that if the Inspector came the deal was off the table. How could she as I did not request an Inspector nor did I have any conversations with her regarding this. As a matter of fact, the day my daughter called, [redacted] stated he would have [redacted] call back. [redacted] called back and said she would have to wait to see what the factory stated before she would commit to anything. As of yet I still don't know what the factory/manufacturer report stated because I have been denied access to it. I even requested a copy in the complaint and still don't have it. This goes to show the lack of consideration and trustworthiness of this business-owner. This shows me that she is not the reputable and trustworthy business owner I once thought she was.I don't feel that I should be penalized for something I had no knowledge of nor requested. And I feel as a Senior Citizen I was taken advantage of in this transaction.