Rugworks

Misleading and misrepresented the quality of the carpet we purchased and will not return our calls. Extremely poor quality and customer service.We purchased whole house carpet from Rugworks, Inc in September 2012. We noticed within the first year that it was matting and crushing terribly. We bought the Beaulieu 2896 Angora very high quality carpet for about $19,000. [redacted] an owner sold me this carpet and never told me we had to do anything special. He knew we had a large family and I wanted to something to hold up. I began trying to contact our company representative, [redacted] in January, 2014 to see if they could help me figure out what could be done. He finally responded and got a Beaulieu rep out her on April 22. The Beaulieu rep agreed it should not look like this for a little over one year old. So Beaulieu sent a carpet inspector out and determined that there was nothing wrong with the carpet from a manufacturing perspective. Therefore, they would not handle it. Fibers needed to be breaking and falling out, they do not cover crushing and matting. Go figure! So, we spoke to [redacted] again on June 3 and he was going to have [redacted] the owner who sold me the carpet, call to discuss. It is now July 22 and he has never called despite our many calls, messages and texts. Spoke back to [redacted] and he said he would get other Owner, [redacted] to call. Has not happened either. The customer service has been terrible. We gave this company a lot of business with carpet, tile and even bought extra tile for the future. We always paid in full right away with check. At the time I made the carpet selection, it was in August 2012, I also made the color choice based on the carpet runner I had selected with [redacted] He failed to tell me that $19k did not include the runner until after the main carpet was installed. Then [redacted] called and told me the runner had not yet been ordered and that I would need to pay for it $3300, before they ordered it! We were already at our budget max, so I had to forgo the runner. I later bought one (certainly not my first choice) from another local store. They did not do anything to work with me to get the runner I had chosen and matched my carpet to. He knew it was a big deal to me. So, I would say there was some misrepresenting and lack of customer care on the day of my selection with [redacted] He was not thorough or concerned with making sure everything was covered. I do expect this company to make this all right. I will not allow this carpet to be in my house and represent us. It is embarrassing for people to see it look so shabby. I will not recommend this company at this point and do encourage them to make this right in order to remedy the situation.Desired SettlementWhen we originally began this ordeal, we were seeking replacement of the carpet. Now, after all of this long drawn out ordeal, I only want a refund. I prefer to deal with another company to replace the carpet. I ask that Rugworks, Inc, refund our money for the purchase of the Beaulieu 2896 Angora carpet in acknowledgement of the poor quality of customer service on their behalf. However, if they will not refund but only replace, we are open to that as it is most important that our carpet be replaced. I should never have had to spend this much time getting in touch with a business and the fact that they have not returned my call and dealt with this in all this time, implies their realization of the problem and lack of desire to deal with it. This truly saddens me as I have NEVER filed a complaint against anyone. We are usually easy to please and not complaining people, but this has upset and disappointed us so much, we have to do something to get it remedied. I implore Rugworks to give this attention and refund our money for the carpet and installation, it is the right thing to do. However, the most important thing is that our carpet be replaced, so if they must replace and not refund, we are open to that. It is a lot of trouble for us to get new carpet while living in the house. I am not looking forward to it, so they need to understand this is a huge inconvenience to us. We have a large family we have to move everything around for this to occur. When the carpet was installed originally, we had not moved into the home yet. We are not asking them to do this for our own entertainment or just to be difficult. This is a serious complaint and we will continue to work towards an acceptable resolution.Business Response /[redacted],We installed your selected Beaulieu Carpet, Style Angora, Color Luxury through your contractor O.D Builders. The installed carpet invoice price of your job to O.D. Builders was $11,573.33. It was our invoice #CGXXXXXX dated 9/10/12. We are not supplied with amounts that your contractor may or may not have billed you for carpeting for your house, so I am not sure where the $19,000.00 amount came from in your earlier statement. The carpet that you choose for your home is manufactured by Beaulieu Carpet Mills located in Dalton, Georgia. Rugworks does not manufacture the carpet we simply buy it directly from the mills and install it. We, Rugworks, offer a industry standard installation warranty of 1 year from the original date of installation. If there is anything that needs to be touched up or repaired from an installation side we proudly stand behind that and always have for the 16 years we have been in business. If there is a quality or wear issue with the materials, the carpet manufacturers, ie. Beaulieu Carpet Mills in your case, have policies and procedures they follow for customer assurance and claims. After reviewing your construction file, it appears that Beaulieu Carpet Mills has paid an independent Carpet & Installation inspector to visit your home on their behalf to inspect the carpet and the installation for a non-biased independent certified opinion on or about 5/15/2014. These inspectors go through rigorous classes and training and are Carpet & Rug Institute certified individuals. They inspect for all Mills in the geographical areas in which they live. In his conclusion, he writes "As per my field inspection, I found no manufacturing problem or defect with the carpet. I found matting, and Flattening & Cornrowing in the walk areas, none of these are considered manufacturing related defects." I will be more than happy to share his report directly with you if you like. I also will be more than happy to provide you with contact information for Beaulieu Carpet Mills if you feel any of this information provided is incorrect or if you would simply like to voice your concern with their product. Again, Rugworks does not manufacture the carpet we sell it and install it. Beaulieu does have a new Sales Representative in our market place and I will be happy to get involved as a liaison for you if need be. Please feel free to contact me directly at our office at XXX-XXX-XXXX or email at [redacted]@rugworksfloorcoverings.com. Thank you![redacted]Consumer Response /[redacted] and Rugworks, Thank you for your reply. We will in fact, be contacting you as you requested. However, the reason we had to file this complaint to begin with is because we called, left voice mails, and texted for a month with no response. We sincerely hope you respond to our calls this time. As to the amount we paid your company, you are correct, in that the amount paid for the carpet was $11k, however, the total amount we paid your company was $19k as it included tile and all of the carpet and tile labor. We spent a large of money amount with your company and expected to be pleased with the purchase we were led to make with you. We will be contacting you regarding the situation with our poor carpet wear and sincerely look forward to getting to speak with you.