ComplaintsforInvista Stainmaster

• Initial Complaint

  11/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased Stainmaster carpet from ************ in ***** on 6/1/2021. I did not have the carpet installed until my puppy was house trained. Install occurred in July or August of 2021. On April 5th I was given a French Bulldog puppy from my son as a retirement gift. As much as I tried the puppy left urine stains that I noticed after the fact. I had O iClean Carpet cleaners come out in July 2022 to clean all my carpets. I even paid for urine spot remover. Within weeks the spots returns and were bigger. I tried cleaning the carpets myself and again within a few weeks all the scans were back. On August 22, **** I hired some super quality carpet cleaning to come out and professionally clean my carpets once again the stains came back within a few weeks. On October 1 I went into BNR flooring where I had purchased the carpet and they assured me that my stain master carpet had an excellent warranty but that I would need to contact Lowes who bought the stain master line of carpet. On October 7 I sent I called ************* warranty department and did not hear back I emailed their department and got a reply from a woman named ************************* she referred my case to someone named **********************. ****** emailed me instructing me of the items they required to open a claim. **** email indicated I would need to send them proof of purchase of the carpet copies of the professional cleaning receipts of which I had to oxy clean and superior quality carpet cleaning and pictures of the stains I did this in a very timely fashion I did not hear back from anyone so I sent another email. I received an email back from ************************* stating that she was confused about the information she received that apparently there was a receipt for a ***************** in another state. This was their error not mine. Ive spent $700.00 in professional carpet cleaning only to be being Told that the dates are outside the 30 day window that their warranty requires. I dont want to spend more on cleaning I want refu

• Initial Complaint

  10/03/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  We purchased new carpet for our home in September 2019, Phenix Stain Master ***********. In August 2022 while dealing with a sick pet, our living room carpet because stained. I contacted the company we purchased the carpet from and Stairmaster refused to work with them and was advised I needed to contact Stainmaster directly regarding the warranty claim. After speaking with someone, I was advised in order to initiate the claim, the carpet has to have been professionally cleaned in the last 30 days. This was frustrating as the we just had this completed 45 days prior. I then had the carpets recleaned and submitted the claim with the requested paperwork including proof of purchase, four cleaning receipts and photos of the affected areas and full room. I received a response on 09/12/22 noting the cleaning invoice from July 2020 needed to be updated to reflect the rooms. I contacted the cleaning company who advised they cannot change their invoice. I updated Stainmaster and have yet to receive a response. I am being held hostage for an invoice completed by a third party, although I have provided all documentation needed.

• Initial Complaint

  07/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I Purchased stainmaster pet safe carpet. After I purchased it and had it installed stainmaster sold to Lowes. Within one year the carpet failed. I had to work through Lowes warranty department. After jumping through many hoops, The defective carpet was finally approved for a warranty claim to be replaced. I had it installed in three bedrooms. They are claiming only one bedroom is bad. They did not even consider the other two bedrooms because they never get used. If it is faulty in my main bedroom it is faulty throughout. Im into the process nine months now. Im stuck in a black hole to have a third-party company come out and do the measurement before Lowes can process the claim. The third-party company does not have staff or ********* to even answer the phone to set up an appointment. Complaint is twofold, one all carpet should be replaced, two Lowes should take responsibility for the follow up and follow through and not a sign me out to us third-party that does not respond. It appears there are many complaints against stainmaster Pet Carpet on this site. I hope the word gets out to the general public that it is a defective product.

• Initial Complaint

  03/25/2022

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  We purchased 696 sq ft of Sparkle 113 Trace carpet from Lowesm which has a Stainmaster warranty, on 1/11/21 for a total of $3682.58 (including labor). This carpet was installed in February of '21. the installation location of said carpet is in a master bedroom and closet on the main floor of our home. Said home is valued at several million dollars and we do not wear shoes in our home. In late '21, not even a year into owning the home we filed a complaint as the shape and color of the carpet is already changing and we were advised to purchase a more expensive carpet (nylon, with heavier twist) to ensure that it would last longer. After a year, the texture retention is clearly changing. We filed our warranty request with Stainmaster and attempted to accommodate their request of a video call (using facetime on an iPhone) to allow them to inspect the carpet. After numerous attempts to reach them, going on 3+ weeks, we continued to call them and inquire about the claim only to be denied. It is extremely difficult to be denied based on a video call inspection of carpet where light and fidelity are of the most importance. They stated that implicate wear is expected and that it's not an explicit warrantable issue. This is our 6th home and this carpet is wearing more quickly that the cheapest builders grade carpets we have had in our homes, which is why we purchased a 'higher quality' carpet as we have seem carpet of this type last 5+ years in previous homes we've owned and built.

• Initial Complaint

  02/14/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  4-16-21 Purchased Stainmaster for 3 rooms from Signature Floors (invoice attached).7-21 Pet urine stain on carpet in 1 room 8-2-21 Professionally cleaned by ******* (invoice attached). Stain did not come out.8-2-21 Emailed ************************* at Stainmaster regarding warranty. Have sent copies of all invoices, photos, etc.9-24-21 After many emails, received "offer" for replacement from Stainmaster (attached)11-23-21 ************************* emailed and said carpet has been ordered. I haven't heard from him since. The only reply I've received to my emails is "out of office"One of the other rooms now has a stain (Gatorade) that won't come out. I can't go through this process again with Stainmaster.We live in a luxury home that was completely remodeled after tornado damage. I can't live with urine stained carpet (this is the only urine stain we've ever had - while a dog sitter was watching our dog). I want to order new carpet from Signature Floors that is not Stainmaster. I don't trust Stainmaster - the carpet is junk, they don't honor their warranty, and they don't respond. I want a refund for 2/3 of the carpet cost so that I can get the 2 stained carpets replaced. $4,692.70

• Initial Complaint

  01/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  April 2020, 10k worth of Stainmaster carpet was purchased from dealer. We were sold on the LIFETIME stain pet protection. We informed Stainmaster about numerous stains we had in our carpet and wear problems we were having. They have done whatever they can to get out of standing behind their warranty. They even had 2 people inspect at different times (i guess they must not have liked what the first one had to say about our carpet). I was informed the lifetime warranty only applies to "visible" stains and they would not accept the claim. Well, I have visible stains, as well as stains that show up under black light (which is still a stain). We were told by the dealer the fibers were treated on the carpet and would repel stains, not absorb them. I would like to see anywhere in your warranty it states it only applies to stains you can see under natural light. The carpet is stained, and did not perform as it was supposed to, or as sold, and Stainmaster refuses to honor their lifetime warranty. Again, this carpet is less than 2 years old,, and is showing excess wear, is stained, fibers are coming up, strings are coming up, and I now have no faith at all in your product or your company.

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