Business ProfileforAkel's Carpet One, LLC

Horrible customer service following flooring installation . I had carpet and luxury vinyl planks installed in April of 2022. After the vinyl was installed I noticed there were areas where it sounded hollow. I contacted Erica, Project Manager and she said I should give the flooring 90 days to acclimate which I did. When I called back in August she sent the 3rd party installer out. He said he would get with Erica. I expected a follow up phone call from Erica but heard nothing. I recorded a video of my walking on the floor and took it to the store on Rodney Parham. Erica was on the phone and I waited until she was available. I asked her to listen to the recording which she reluctantly did. She then told me her manager would need to handle and that he would call me. After a week of not receiving a call I called back for Erica. I was told that she was with a customer and would call me back. After waiting another week I contacted Synchrony whom I had financed my purchase through and asked to file a dispute. Erica’s first response was that she knew nothing about the problems I was having. When I called her and gave her specific dates and times she then said my video was blurry. She never once offered to come back to my house to offer a solution. I will never do any business with this company again.

Erica had every intention of working with Nancy on her issues. She sent an installer over there and they said the issues were not due to installation problems. So I suggested we wait. And then I never heard back from her and I figured it was resolved on its own. Next thing I hear is Nancy is filing a dispute. I called her immediately to try to see what we could do to resolve this. We offered to replace her flooring at cost since her flooring had been removed already due to a flood so there was nothing to refer to. We really do pride ourselves on overcoming these issues and taking care of customers. This was simply a misunderstanding and miscommunication issue.