Wertz Flooring Gallery Inc

Review: I purchased a carpet remnant to be installed by Wertz installers on 13 enclosed steps and in a small 3' x 6' hallway. They removed my existing carpet and suggested using my existing padding since it was in good shape and high quality rather than replacing the padding. The installer left a narrow gap on both sides of the new carpet between the carpet and the sides of the enclosed steps. There are also several places where the carpet is 'bubbled up' and does not lie flat. When I inquired, I was given three different reasons why these things occurred and were not an installation problem. When I said I would not accept the job and would not pay for the poor installation, the installer admitted he had measured one step then cut the entire run from that one measurement rather than doing 2 or 3 steps at a time. He then called Wertz who said they would order enough carpeting to redo the steps but not the small hallway. I asked about possible color differences between the two carpet dye runs and was told that it probably would not be too noticeable because of the break between the hallway and the steps. When I said I would not be happy with color differences between the two areas and requested they order enough carpet to redo both the 13 steps and the 3' x 6' hallway, I was told they had been willing to redo the steps until I 'told them how things were going to be done', I was not welcome back in their store and they hung up on me.Desired Settlement: I want the carpet installed properly on the steps and in the small 3' x 6' hallway. At the time of contract, I made a deposit of $200.00 and have not paid the balance. If the carpet is installed satisfactorily, the balance will be paid in full. Otherwise, I expect a refund of my deposit.

Business

Response:

[redacted] from the company called and stated that he is going to replace the consumer's steps. The carpet has since come in and they will replace the steps.

Consumer

Response:

I have reviewed the 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.

[redacted] came to my home to inspect the original carpet installation. He agreed that it was done poorly and offered to replace the carpet on the steps AND the carpet in the small 3x6 landing at the top of the stairs. I went to their location on June 10th and selected the new carpet from among the ones he offered. I was told the carpet would be ordered and should be in by Monday, June 16 and I would be contacted to set up a time for installation. I have heard nothing from them. In your communication, you indicate Wertz has called you and said the carpet has been received and he is going to replace the steps only. Why has he not contacted me?