Paul Cantrell Builder

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

I spoke to Mrs [redacted] on August 2ndI informed her that a full refund had already been credited to their credit card and that I was very sorry for the delays, confusion, and overall experienceI also told Mrs [redacted] that if there is anything that I can do, to call me personally.Thank you for your assistance in this matter[redacted] Vice PresidentCarpetland USA

Manager contacted customer last week who said he needed to speak with his wife before scheduling us to come out and evaluateManager contacted customer again today (3/6/17) and will be going out tomorrow (3/7/17) to take a lookWe will update this response after meeting with the customer

I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
Please see the attached letter received from *** Corporation who sent *** *** who is the distributor representative for *** Flooring for the East Coast I believe along with another gentleman who came out with Mr*** ***, ** with Carpetland, on July 3rd, and reviewed the product and installation of it at our house at *** *** *** ** *** ***The below excerpt from the letter from *** clearly states their was damage done to the floor under Claim #***
"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 processThis 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 puttyThere 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 flooringThis is damage that occurred post-installation due to wear and tear at the job site."
*** is stating in their letter that there has been damage done to this wood flooring and they are throwing the builder, *** *** and *** 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 ***'s letter dated July 14th, 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 basementMr*** 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 *** in their letter dated July 14th, or I am going to be taking both Carpetland and *** to small claims court for $25,in *** ***
Regards,
*** ***

According to the National Wood Flooring Association (NWFA), "Inspections should be done from a standing position with lightingGlare, 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 floorTop nailing is necessary along walls that the nailers can not be used or in the event a board is replacedI 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, *** ***Carpetland USA

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 did contract tile flooring job with Mr& Mrs***Mrs*** called and spoke with manager saying that there was a lot of dust going up steps and upstairsShe also stated that she had just finished cleaning up from the ***wall installation and previous work that they had done
in their basementThe manager told Mrs*** that Carpetland would clean up when the job was finished because there was still a lot of work to be done and that it wouldn't do any good to clean up until the job was completeWhen Carpetland began the installation, we came to find out that the concrete floor was very unlevel Mr*** was on the job site every day pointing out unlevel floors to which we addressed, eventually totaling over lbs of patchNormally, leveling would be a cost that would be billed to the customer buy we leveled the concrete floor, and the labor to do said leveling at Carpetland's expenseThis added an additional days to the installation processOnce the floor was level, the tile installation began(Note: often times with there will be tiny chips on the tile that will be covered when grouted) From a standing position these chips could not be seen, however Carpetland took out and replaced every tile that Mr*** was unhappy with, no questions askedAgain, this added additional time and labor to the overall completion time of the job, and an additional cases of tile that Carpetland paid forThe installer did cut the tile in the garage doorway which did put dust in garageCarpetland sent someone out to pressure wash the garage timesHe also vacuumed the carpet, cleaned the walls in the foyer and cleaned the basement The manager offered to have *** *** w/*** *** to come out and clean the carpet to which the ***s declinedThe manager also suggested that Mrs*** get and estimate on cleaning the house but when she came back with a quote of over $2000, Carpetland spoke with the original installer and decided at this time to turn it over to his insuranceThe insurance company has contacted the ***sAt this time it is an insurance matter The manager spoke with Mr*** and explained that the insurance company would be in contact. When working with removing tile and installing new, there will be dust.The manager was unaware that the installer had not cleaned the tile when he left and will send him back out at the ***s convenience

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

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

I spoke to Mrs. [redacted] on August 2nd. I informed her that a full refund had already been credited to their credit card and that I was very sorry for the delays, confusion, and overall experience. I also told Mrs. [redacted] that if there is anything that I can do, to call me personally.Thank you...

for your assistance in this matter.[redacted]Vice PresidentCarpetland USA

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.
The Manager, [redacted], was told by his subcontractors & us that their work caused mortar dust in our home.  The subcontractors admitted their errors.  The mortar dust in the foyer went up & everywhere. They used the machine at the top of our stairs in our foyer & at the base of our stairs RIGHT IN FRONT OF OUR AIR HANDLING UNIT that was not covered when they did their work.  The very next morning when they arrived, they were shown the white dust blanketing everything!  They apologized and went back to Carpetland and came back with two pieces of plastic to put up.  The damage had already been done.  The insurance company that we had to file a claim with stated that they spoke to these subcontractors and confirmed everything.  The subcontractors did admit that they caused the mortar dust & did not cover anything. The insurance company also came to our home, took pictures, & assessed every room and found dust on walls, blinds, carpet, etc.  The mortar dust went everywhere because it got in our air handler, ducts, etc. and [redacted], the manager, was made FULLY aware of that when I, Mrs. [redacted], called him when it happened.  He should recall that I indicated that it looked like it had snowed in our home & dust went all the way through our living areas & everywhere & in our kitchen!  He is NOT being truthful or has a bad memory when he states that I, Mrs. [redacted], said it just got on the steps.  I advised him where it had gone & he should recall how I cried and was upset in telling him all of the details. Regarding the un-level concrete floor in our family room, [redacted], the manager, came out to our home himself to measure and look at our flooring before Carpetland even started the job.  HE and his sales representative, [redacted], who also came to our home before they started the work to measure should have determined that the floor was not level.  Aren't they suppose to be flooring experts? Carpetland did not charge us after they had started the job because ONLY then did they realize that the floors were uneven because the subcontractors had laid a third of the room in tile & when we complained to Carpetland, [redacted] came out & looked at it and made they tear it all out..  So, they leveled the floors at no extra charge to us because it was THEIR ERROR...not because they were being kind......they made that mistake from the being in reviewing and quoting the job. I even asked [redacted] when he came to review their work when they were half way through the job in December about the leveling (which by the way, contractors also used a machine for leveling and that too created dust everywhere which the insurance saw that they did not cover our family room fireplace when they did the work so that too is covered in dust!)….I asked [redacted] was it unusual to have an unlevel concrete family room floor?  [redacted] said “no, actually believe it or not we have to level floors in NEW homes too”.  [redacted] said it’s not unusual for them to have to level a floor in even a brand new home.  I said wonder why ours wasn’t noticed then? He then changed the subject and talked about the tile with [redacted] and my husband who were there. Carpetland sent the subcontractors in to begin the job.  That night, when my husband came home (he is an engineer by the way), he could not believe what he saw.  These subcontractors had laid a third of the room down with tile and it was all uneven, bumpy, they had measured incorrectly.  The subcontractor admitted that the floor wasn't even and they tried to stomp on the tile, etc. to get it to lay down best they could.  My husband called Carpetland and [redacted], the manager, sent [redacted], Carpetland's tile expert, out to look at what they had done.  [redacted] agreed that the subcontractors did an awful job and he had them tear up ALL the tile that they had laid!!!!  He also got on them about not using the proper amount of mortar for the tiles, and also he had to give them the correct measurements, furthermore, [redacted] told them the floor wasn't level & they needed to go get leveler to make it level.  At that time, I told [redacted] we didn't want them to work on this job because it was clear they didn't know what they were doing.  [redacted] said no, they got it, they will be fine now. Regarding the “chipped” tile that [redacted], the manager, is trying to say were “tiny” is incorrect.  My husband called [redacted] out to look at tiles periodically and [redacted] would have the subcontractors pull up tiles that they had done wrong and what they determined is that the contractors were chipping tiles all around the tile they had laid wrong or cut wrong.  So for every one wrong or chipped tile, they were chipping several more around it trying to correct their error.  Thus, the subcontractors damaged so many tiles & made so many errors that they went through all the tiles Carpetland gave them for the job and it was so bad that Carpetland had to place two more orders for more tile to be used. The subcontractors also incorrectly measured and/or cut tiles so those too would be included in the tiles they had to toss. Regarding the subcontractors cutting the tile in our unsealed concrete floor garage, that is incorrect. They were NOT in the doorway but in the middle of our garage doing their work. Again, the insurance company came out & took pictures as evidence where their work was done.  So, that was confirmed. It is apparent that Carpetland will not acknowledge their POOR customer service in this matter and/or apologize for the damage done to our home.  They stated in their reply “When working with removing tile and installing new, there will be dust.”  What they didn’t admit is that the areas should have been covered & were not, the ducts should have been closed & air turned off and they were not, and a dustless machine could have been used. I had taken several pictures since day one when they began the job. Carpetland stated that they offered to have [redacted] come & clean our carpets & that we declined.  That is not accurate.  The carpets CANNOT be cleaned until the mortar dust is removed from walls, celings, ducts, air handler, windows, surfaces,etc.....  I told [redacted] that everything would need to be cleaned before the carpets could be cleaned because the carpets would just get dust again from it circulating in our house from the ducts, etc.  Therefore, his statement that we "declined" is NOT accurate. They continue to dismiss our concerns and won’t acknowledge their errors.  Will they even admit that they fired the original subcontractors and got someone else in to finish the job?  So, there is no need for them to return to our home to clean the flooring they installed & left without cleaning. We don’t want them back in our home. It is disappointing that we’ve had this experience with Carpetland.  Please go ahead & close our complaint as there is no further resolution through them.  We will have to complete everything with the subcontractors insurance. 
Mrs. [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 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]