ComplaintsforCarpetland USA

• Initial Complaint

  05/18/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I hired Carpetland to install luxury vinyl flooring for me. I had to leave while the contractor was working to pick my children up from daycare & told them if they finished before I returned to shut the door which they did. They didnt finish putting the trim on that I paid for, the threshold between my ***************** wasnt secured & has came off, theres gaps between my vents & the flooring. Ive reached out to Carpetland numerous times with no resolution.

  Business response

  05/25/2022

  ******************* the owner, went over the photos and discussed options with the customer.  Customer is currently schedule for the transition repair on 6/1/22 end of the day  with a back up date of 6/6/22

• Initial Complaint

  04/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My salesman told me he couldn't get an installer after a month of waiting and said if I wanted to go somewhere else there'd be no problem of giving me my money back when I went there I was told he was out to lunch and I asked this other salesman if he could help me and he gave me a really hard time and he said he wasn't giving me my money back and he threw me out of the store I thought he was going to attack me

  Business response

  04/05/2022

  The customer signed a contract for a special order item and the materials can not be returned as stated on the contract.  Carpetland explained this to the customer - ********************** is taking the loss and refunding the money 

  Customer response

  04/07/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  03/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had them install carpet and ordered carpet, The first thing they did was not scrap up the old padding and just put new padding over the old padding, I also ordered an extra remnant for a room downstairs in the basement. I made sure they knew not to install that. I specified that on the paperwork. When they came they carried the extra piece downstairs and cut it. And now there is an extra 3 inches of space between the edges of the wall and you can see the cement. I want a new piece of remnant and i was told they were not responsible for what the installers did. And i asked them if they paid the installers to install the downstairs piece and he said no they had not. I had very specific reasons for not wanting that remnant installed, we are doing renovations down there, I know the paper work said do not install. I have also never heard of such a thing of not removing the old padding

  Business response

  04/01/2022

  When ******************* purchased her flooring it was for carpet to be installed with new padding in one room on the main floor and a remnant piece of carpet to be delivered only.There was no new padding or installation for the remnant piece of carpet. It was just to be delivered. When the installer arrived at the home he removed the existing carpet and padding in the room on the main floor and installed the new carpet and padding.   Our installer was instructed by someone at the home that the remnant piece of carpet was to be delivered to the basement. The installer accomodated the customer and did so even though it was not part of the normal delivery. It is not reasonable to believe that the installer took it upon himself to open,unroll, and cut the remnant without instruction from whomever instructed him to take it to the basement. We have confirmed with the installer that the womanat the house told him he had to take it to the basement and cut it.
  
  If there is a question about how the carpet on the main floor was installed in regards to the padding, we would be willing to have the installer come back out and pull up the carpet and show ******************* the padding and how it was installed. However, if we find that the carpet and padding were installed properly, ******************* will be charged for the additional labor.
  
  

• Initial Complaint

  02/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Date of transaction: Order date was 4/11/2021, Completion date was 2/8/2022 Total amount of money paid to business: $5705.00 ( down payment of $1000.00 plus balance of $4705.00)Business committed in writing to the following: Asian Walnut H0207, Small Leaf Acacia 275 *********** 3/4" solid 3 5/8 wide Installation in LR (living room) and Hall Carpetland will T/O and dispose of existing carpet, particle board and tile. Carpetland will supply and install 7/16" DCXwood to even out floor. Carpetland will supply and install new baseboard and transitions. Carpetland will move furniture. They had an estimator come to the house to verify the square footage required to do the job before ordering was completed.Nature of dispute: Upon completion per contract, I owed a balance of $4360.00. But at completion I was told they would not leave until I paid a balance of $4705.00. I paid this amount by check even though it was more than what the contract specified.Order Number was "No. *****" on the contract I was provided.I feel I should have only had to pay them the original contract balance of $4360.00 and that they should have to refund me the difference ($345.00).

  Business response

  02/21/2022

  Unfortunately, with hard surface installations, there are unforeseen conditions.  Upon installation we had to remove and replace sub floor.  This caused height differences.  In order to achieve the finish look the customer requested additional transitions were required,that is why there was an additional $ 345. Because of the delays, in the project.  (Phone tag between store and customer)  We installed quarter round free of charge, as a matter of customer service.  If we had charged the customer for quarter round there would have been an additional $ ****** charge.  We greatly apologize for the delay in this project

  Customer response

  02/23/2022

   
  Complaint: 16783431
  
  I am rejecting this response because:

  1)  The original signed contract indicated Carpetland would supply and install 7/16" DCX to even out floor.  This was to both even out the floor so that it was at the same level to all adjoining rooms as well as the fact that the existing underlayment was a particle board material that would not work for nailing the new floor into.

  2)  We were told that 5 transition doorways would require transitions.  The contract states "Carpetland will supply and install new baseboard and transitions". No limits were specified regarding transitions.

  3)  I purchased the baseboards and shoe moldings myself and provided them to the installer even though the contract specified "Carpetland will supply and install new baseboard and transitions". I am not disputing my cost for the moldings in my complaint, which technically I could have given the contract as written.

  4)  Given the way in which the flooring was laid, there were multiple places around the edging of the floor where the expansion gap was larger than the thickness of the baseboard moldings.  I was not concerned at the time since the installer indicated the use of shoe molding would adequately cover the gaps.

  
  
  Sincerely,
  
  *****************

  Business response

  03/01/2022

  After further investigation on the handwritten and signed contract.  The consumer is correct; all transitions were to be provided by Carpetland.  The customer should have not paid the $345.  However,the customer provided new quarter round trim and asked the installer to install it.  This was not part of the original contract.  The cost to install the quarter round is $ ******. The written contract included Carpetland providing only new baseboard to be installed.  If the consumer purchased new baseboard they can bring in the receipt and we can deduct from the $ 450 cost of the additional labor.  

  Customer response

  03/02/2022

   
  Complaint: 16783431
  
  I am rejecting this response because:

  1) I agree with their acknowledgement that the contract did include the transitions thereby negating the added cost of $345.

  2) I disagree with their tactic of trying to charge even more money by charging for the installation of the shoe molding.  I did not request them to install the shoe molding.  I simply made it available as a backup so the living room and hallway could match the kitchen. I fully intended to install it myself.  When I asked the installer about the size of some of the expansion gaps around the edging of the new floor, he acknowledged that the the base molding would not fully cover them, but the addition of the shoe molding would reconcile that issue.  I took this to mean that the shoe molding was required for their installation to be proper.  I did not sign anything that dealt with the shoe molding as being an "adder" to this installation.

  Sincerely,
  
  *****************

• Initial Complaint

  01/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I wrote a complaint last summer and Carpetland said they were resolving the issue. It's been almost a year and the problem has not been fixed. When I bought my house, the floors were warped in the bedroom. On my contract, it was stated that the floors would be fixed. I bought my place in June of 2018 and it's been almost 4 years. They are no longer able to match the floor color anymore due to Carpetland dragging this issue out 4 years. I've been offered money to "go away" in which the cost would not even slightly begin to repair the cost of replacement. My floors are still warped and Carpetland does not stand by their word when it comes to customer satisfaction. The floors are damaged and should have been fixed prior to even moving into the home.

  Business response

  01/24/2022

  The flooring was purchased through the homeowners builder.  *******************, owner of Carpetland has been working with Ambassadors homes, Builder, to try to get the problem resolved.  We apologize for the time frame but there are a lot of pieces to this puzzle.  Carpetland has every intention of fixing the floor but our direction comes from the builder.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩