Universal Carpet

We installed tile in the second floor bathroom of Mr. [redacted] house. In order to install tile in second floor you have to install hardy backer. To secure hardy backer to the plywood you use screws and nails, which is exactly what was done. Below the plywood there should be an 8 inch to 12 inch gap...

between second floor and first floor ceiling, which there is not in this area of the home. In this home Mr. [redacted] and his contractor failed to notifiy the installers, salesman or company that his only division between the floors for the bathroom area was the plywood itself. As you see we did not do anything wrong , but as a courtesy we will split the cost of this job and credit customer $270.00. If they remove all bad reviews they wrote for our company and sign a waiver that they will not have any further claim against LA Carpet.

We always strive to do all within our possibility to satisfy and make happy our customers, in this regard it is no different. We have agreed to credit Mr. [redacted] the $540 that he is asking to satisfy his demand.

we apologize for the delay, as you know we had to order this to cabinet manufacturer and we check all of our orders on weekly basis. we will do our best to expedite manufacturing the lazy suzan and will contact you soon.

Review: I ORDERED VINYL FLOORING FOR UPSTAIRS BATHROOM, LA CARPET, IIN FULLERTON CALLED ME BACK SUGGESTED I GET TILE FLOORING, I AGREED, LA CARPET CAME TO MY 2 STORY CONDO AND INSTALLED TILE IN BATHROOM, DURING THE INSTALLATION THEY CAUSED DAMAGE AND DAMAGED MY CEILING, I ASKED FOR THEM TO FIX MY CEILING. THEY REFUSE TO FIX MY CEILING AND SAY THE DAMAGE THEY MADE IS MY RESPONSIBILITY.Desired Settlement: AT THIS POINT, I HAVE CALLED WELLS FARGO BANK TO DISPUTE THE CHARGES, I ASKED LA CARPET TO COVER THE DAMAGE FOR A SIMPLE FIX, I HAVENT HEARD BACK FROM THEM, LA CARPET LEFT A MESSAGE ON MY PHONE THAT THE DAMAGE IS MY RESPONSIBILITY. ILL BE SATISFIED WITH A FEFUND OF CHARGES OF 540 DOLLARS.

Business

Response:

We installed tile in the second floor bathroom of Mr. [redacted] house. In order to install tile in second floor you have to install hardy backer. To secure hardy backer to the plywood you use screws and nails, which is exactly what was done. Below the plywood there should be an 8 inch to 12 inch gap between second floor and first floor ceiling, which there is not in this area of the home. In this home Mr. [redacted] and his contractor failed to notifiy the installers, salesman or company that his only division between the floors for the bathroom area was the plywood itself. As you see we did not do anything wrong , but as a courtesy we will split the cost of this job and credit customer $270.00. If they remove all bad reviews they wrote for our company and sign a waiver that they will not have any further claim against LA Carpet.

Consumer

Response:

I have reviewed the response 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.

Regards,

HELLO, I MR. [redacted], IM NOT A CONTRACTOR, I KNOW NOTHING ABOUT TILE INSTALLATION. I WENT TO LA CARPET , WHO THEY ARE PROFESSIONAL WITH A CALIFORNIA STATE LICENSE. I REQUESTED A SIMPLE VINYL FLOORING, THEY CALLED ME AND SAID MR. [redacted], ON SEPTEMBER 28, 2015, FOR MORE MONEY THE TILE WILL BE MUCH BETTER, I DO NOT KNOW ANYTHING ABOUT TILE INSTALLATION, THATS WHY I PAID GOOD MONEY TO LA CARPET WHO UNDERSTANDS TILE AND FLOORING, TO DO THE JOB CORRECT, I JUST WANT MY FULL REFUND OF 540.00 AND THATS FINAL, SITUATION WILL BE COMPLETE AND THEN I CAN HAVE A DIFFERENT ENTITY FIX MY FLOORING, SINCERELY MR. [redacted].

Business

Response:

We always strive to do all within our possibility to satisfy and make happy our customers, in this regard it is no different. We have agreed to credit Mr. [redacted] the $540 that he is asking to satisfy his demand.

Review: I visited LA Carpet on Friday, June 19th to consider carpeting for my home. The sales consultant, [redacted], offered to come to my house on Saturday, June 20 to measure (at no charge) and provided samples for consideration. We agreed on a carpet selection and price while he was at my home and I gave him a deposit of $1,500 on my American Express card. I called [redacted] at 12:20 pm (about 2 hours after we signed the contract) to advise him that I wan[redacted] to cancel. He said I could not cancel the contract and that he had ordered the carpet and charged my credit card. I am unclear on the wording regarding cancellation of this contract since the sale or transaction did not occur in the store but rather after he came to our house. We believe the 3 day cooling off period applies to this transaction.Can you please advise.Desired Settlement: Cancel the order and credit my charge card for the full $1,500 deposit. I have asked American Express to place a hold on this transaction.

Consumer

Response:

The issue with LA Carpet has been resolved. They adjusted their price and we accepted.

Review: I had a contract with [redacted] at your Irvine location and I was overcharged $200. I am still waiting for his call back so he can see what I see on the invoice and work the numbers for himself. When I confronted him about the overcharge he became belligerent and would not let me get a word in edgewise. My project was supposed to cost me $4,327 including a plumber. I was charged an additional $80 for plumbing fee..... and $120 for plumber to come back next day because he did not finish his job. When a plumber is promised, he should finish his job whether 1 day or 2 days under contract. The guys laying the tile came to my house while plumber was there and left because they said the tiles were damaged so they had to exchange it. I saw nothing wrogn with the tiles........ so they lied. The Irvine showroom sent them back to me but they took 3 hours to get back. when I called[redacted], he said he di not know where they were either. These guys were dragging their feet on my time...... very unprofessional. Then [redacted] said they had to pick up supplies at Home Depot..... I really do not believe that!! [redacted] said my tile would be finished in one day but it took 2 days. Time is money! lies lies lies I will never do business with you guys again nor refer you guys! I should have heeded the bad reviews on yelp.com the plumber was sloppy as well, he left my old pipes on my front lawn his name was[redacted]. So when the countertop guys came the first day they had to shut off my whole house water because the angle valves were leaking and rusted under my sink. [redacted] sent James to my house at 5 to fix the issue so we would have water for my family. Now [redacted] is saying that the extra charges were incurred by me because my valves were rusted and I could have waited 3 days without water so I would not have to pay the plumber twice. [redacted] should be more responsible in handling projects and should be aware to take care of and be prepared when customers have issues with their house without blaming the customer! He expected me to be without water for 3 days????? Are we in America or Afghanistan? I am a project manager and when I oversee a project I take full responsibility for any previous damage and make sure I finish a job right completely under contract. I did sign under contract to pay for plumbing parts but the rest...... is under his control i.e. countertops, backsplash and plumbing/electrical.Desired Settlement: Please refund the $ 200 extra which I was over charged.

Business

Response:

$200.00 was refunded to customer on 06/19/14 to make the customer happy.

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. They also need to fix the light dimmer which they broke, as well as paint the underside of the bar area to match the wall and patch up the whole they left on the side wall. they are very very sloppy and I would never recommend them to anyone. I paid for a halfway descent job not a rushed imperfect job.

Regards,

Review: A piece of carpet was purchased and installed by Universal Carpet. The carpet is falling apart, there is hole at the carpet, and treads are falling apart. An inspector came and looked at it and reported that nothing is wrong. However, the carpet is still falling apart.Desired Settlement: We would like the carpet to be replaced or get refunded for it.

Business

Response:

We have received your e-mail regarding the problem Mr. [redacted] is The carpet was installed in

July of 2012 and we were called in May of 2014 and told of his problem . In order for the manufacturer's

warranty to be valid, it is necessary to have the carpeting cleaned every18 to 24 months.

Mr. [redacted] informed me that he did not want to clean the carpet as it looked very worn. Some of the

problem is that the carpet is vacuumed once every two weeks.

Universal Carpet decided to hire an independent, certified carpet inspection to be done. We chose John

Heigl Flooring Inspection Service. That company called and made an appointment to inspect the carpet

in Mr. [redacted]' family room.

Attached please find a copy of the report. 1 also have photos that I'm unable to send you copies of. The

carpet was so filthy it was obvious the carpet had not been taken care of; possibly abused. Beside the

filth, there were dark spots throughout the room.

If Mr. [redacted] wants to give us a call, we will send out a technician to try and repair the long run

mentioned in the report. There will be no charge for this as a one-time courtesy.

We care about consumer satisfaction and do whatever we can to achieve it; however when the flooring

has been abused there is nothing we can do.

Sincerely,

Claims Manager

Consumer

Response:

I have reviewed the response 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.

A picture worth more than thousand words.

Please attached find a PDF file presenting several photos of the subject

carpet. As exhibited in the 1st couple of photos, the carpet is clean and

does not have any major cleanness issue. We also like to bring to your attention that the

rest of the house still has the original carpet with the similar color, which

has been maintained during the past 16 years and is in a perfect condition. The

main issue is that the carpet’s treads are falling apart at several locations,

which was brought to the seller’s attention and their inspector as presented in

the remaining photos of the attached PDF file.

Therefore, we are not satisfied with the Universal Carpet response and

would like either replacement or reimbursement of the carpet.

Regards,

Business

Response:

IN ORDER TO OPEN UP A CLAIM WITH CARPET MANUFACTURER WE NEED TO HAVE A REPORT FROM AN INDEPENDENT INSPECTOR. WE HAVE SENT AN INDEPENDENT CERTIFIED INSPECTOR TO INSPECT THE JOB AND SENT A COPY OF THE REPORT FOR CUSTOMER REPORT CONCLUSION STATES " I FOUND NO MANUFACTURING OR INSTALLATION DISCREPENCIES OR VIOLATION OF EXPRESSED WARRANTIES. THE SIGNIFICANT FRACTURE OF THE BACKING WITH YARN SNAG IS INDICATIVE OF FORCEIBLE IMPACT FROM AN UNKNOWN OBJECT. THE PROXIMITY OF THE 18- INCH YARN RUN COULD HAVE BEEN CAUSED BY THE SAME OBJECT. THE CONFIGURATION AND SPLATTERING EFFECT OF THE SMALL DARK SPOTS SUGGESTS INK OR TONER. " . THIS JOB WAS INSPECTED BY MR. JOHN HEIGEL .wE CARE ABOUT OUR CUSTOMERS AND DO WHATEVER WE CAN TO SATISFY OUR CUSTOMERS BUT IN THIS CASE THERE IS NOTHING WE CAN DO.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10145613, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The issue is that the carpet yarn has come

out at several locations including at the joint of the two pieces. This issue started in the 1st six

months of the installation and got worse by time. The facts are:The carpet was used within its regular mean

similar to the carpet at the rest of the house, which have lasted more than 15

years.The carpet has disintegrating at several locations

as indicated by the Universal Carpet installer and inspector.Although the carpet inspector hypothesized that a “forcible

impact from an unknown object” has caused the yarn snag, no forcible impact

was applied to the carpet. This

observation is also supported by the yarn snagging in the areas with low foot

traffic and under furniture, which were not addressed by the inspector.

When we bought the carpet the carpet, we

were told that it has lifetime warrantee.

Therefore, we are asking Universal Carpet to fulfill their promise and

back the product they sell.

Regards,

Ali Bastani

Review: We signed a contract on Dec. 6th,2015 to replacee our bathroom cabinets and new counter tops. Was told its a three day job. Today is Feb. 27th,2016 and the job still is not done.

One cabinet is not matching with the other three. One counter top is too short. One counter top is too large. One counter top was installed without the proper support. Double sinks were not centered. The carpet was cut off due to the wrong size of a cabinet. One set of back splashes were missing. Cabinets are too tall and there are large gaps between doors. Due to the the wrong measurments We paid $890.00 out of our pocket to an electrician to **ve all the outlets,lighting fixtures three times. Three drawers were cracked at the bottom. This simple project was nothing but a nightmare. ** the general manager came with 3 other guys on Jan. 8th, 2016 to inspect and took many pictures and told us everything will be fixed starting **nday Jan.11, 2016. No one showed up on **nday and when I called there was no answer. Left many messages and finally [redacted] at customer service said ** went on a vacation and there is nothing we can do until he is back. I called every week but he was not back. On Feb. 19th I got a letter that they are going to put a mechanic lien on our property. I responded by registered mail on the same day. Feb. 24th [redacted] called me and said we are sending 3 guys to finish your job on Feb. 25th. are you available? I agreed, the guys came with no tools , no cabinet no counter top. when I asked why are they here? [redacted] said oh we came to measure your counter and take pictures and report back to **. I called [redacted] and she said no worries it will be done on the next day.Feb. 26th,and she called today and canceled again and wants to start on Mar.1, 2016. I have asked to speak to [redacted](claims Manager)but now she is in vacation.

I fell these people are not professionals and they are dragging this job. I think we have been way too patient with these people.Desired Settlement: My letter to [redacted](claims Manager) was not answered, instead I was contacted by phone and the two appointments were a waste of time. One was cancelled and one was to take more pictures.

I feel we have been doing everything possible to finish this job. Every time they called to send someone for any reason I a accepted and was available. But they are playing games, not keeping their appointments and their words.

Business

Response:

We received a letter from Mrs. [redacted] that she had concerns with the cabinet and the counter. The cabinet faux drawer front and the width of the counter behind the toilet. We proceeded to send our technicians. The cabinet technician to see if what the customer is requesting is doable and the counter technician to do measurement template again, and also see the max width that the counter could be made for the customer. After the inspections of the technicians we have responded to Mrs. [redacted] via letter what can be done to try an accomadate what she has requested. Once we have her response after she receives the letter we will be able to move foward.

Review: We signed a contract with Universal Carpet in February 2015 for carpet and flooring. The carpet was installed on March 25th. The carpet was not the color we wanted. Per company policy you are able to have the carpet replaced one time, no questions asked. We let the sales associate [redacted] know that the carpet was not the one we chose. He stated that regardless of who's fault it was per company policy we were entitled to have the carpet replaced one time only, no questions asked. We picked out the correct color we wanted for the replacement and informed [redacted] of the color. After many calls to the company and not receiving a call back I finally received a text from [redacted] on May 7th that the carpet replacement had been approved. It wasn't until June 10th that [redacted] came by our home and had my husband signed the replacement invoice. He also stated that there would be no charge to us. We are now in July and have not yet had our carpet replaced. My husband has called customer service. Their reply is we will call you back. We have yet to receive a callback. I text [redacted] on July 10th asking when will our carpet be replaced. He has not replied to my text. I think we have been more than patient. We need some assistant on resolving this problem. This company has been nothing but a nightmare.Desired Settlement: We would like for them to replace our carpet as soon as possible. It's been way too long. We shouldn't have to wait another day. Believe me, if we could get a refund and hire a different carpet company we would. What we want is for them to replace the carpet asap. Thank you so much for your assistance, [redacted].

Business

Response:

The new carpet was on back order, we were informed on tuesday 07/14/15 that carpet was ready to be picked up

we called customer and he requested 08/04/15 for installation and has been scheduled for the that day.

We apolagize for the delay but there was nothing we could do since carpet was on back order.

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: As a business owner myself, I try and give the benefit of doubt to businesses. I rarely have had to post poor reviews, because most issues can be resolved by discussing with the manage/owner/staff and that's what businesses need: constructive criticism to continue to improve.

That being said. I am very disappointed in my interaction with Universal Carpet. I have given them ample time to rectify the situation (work was done in June) and I have been trying to get a manager/supervisor/owner to communicate with me regarding my problems to no avail.

I used Universal Carpet previously and had a fine experience with installation of tile. we decided to go back to have additional tile work and carpet done on our 2nd floor of our home.

The tile was done to satisfaction, as was the carpet; however, the installers used our upstairs bathroom (one that doesn't get used since our master and guest bath are on the first floor). They stopped it up and water was running from the toilet for 3 days. We had no idea since we don't use that restroom until our dining room ceiling was leaking (raining) onto our dining table. A restoration company, contractors, months of disarray and two-thousand + dollars later we had everything repaired.

In the meantime, I have been trying to get a supervisor to contact me. I understand accidents happen; however, there has been no effort to try to negotiate a settlement.

Universal carpet sent the same installers to take photos of the damage (of course they are biased and say they had nothing to do with the use of the restroom)

When pressed further, I received a letter stating "we spoke to the installers, they said they didn't use the restroom, so they didn't and we consider this issue resolved".

Mind you- to date I have yet to speak with a manager and to me, this is not an investigation or mediation of the issue.

Today, they charged a debit card they had on file from a one time purchase, which they should not have kept on file and theDesired Settlement: Refund/Reimbursement for the repairs caused by the installers neglectful use of our restroom.

Business

Response:

we wrote her a letter requesting $883.41 balance of the carpet job we did at her house. She called us and requested the amount to be charged to her credit card account, so we did. Then she informed us to change from c.c account to finance and that was done.