Complaintsfor651Carpets, Inc.

• Initial Complaint

  02/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired 651 carpets to install *** flooring in my downstairs. Recently I was having issues with the flooring material as it was falling apart. I called 651 to see what we could do about it. After going back and forth, they agreed to repair it, however while repairing, the concrete under the *** was all wet. When the initial install was done the concrete was not wet. I thought maybe one of kitchen appliances had a leak, so I called a plumber to come look at my appliances. After inspection, all my appliances were bone dry and have no issues. I called 651 to question about a moister barrier that was never placed between the concrete and ***. After doing research calling other companies and reading online a moister barrier is placed to help absorb moister, especially in North America states because of the climate we have. ***** claims the water is coming from appliances because of how they are landscaped in my house. I call her back still not agreeing with the situation. I call to thank her for all she has done for me, but I'd like to escalate things higher and speak with a manager. She argues with me and tells me management is going to tell me the same thing she is telling me. That's not the point. The point is I am a dissatisfied paying customer with after installation issues. I want to go above her to have someone listen to me. No matter how many times I call 651 I can't get past Steph. ****,I do not agree with the lack of professionalism of ***** not letting me talk as she talks over me, and then hangs up the phone. Flooring is not my specialty and something I am not capable of doing which is why I hired 651 as a profession.I have been dissatisfied from the start.I tore up the laminate but there was still lots of glue on the floor.I called the sales guy,****, asking what to do about the glue,he told me don't worry about they will take care of it.Well that never happened as I have glue coming through my floor.I do have pictures and a video. I spent hard earned money.

  

  Business response

  02/06/2024

  This is an unfortunate and unwarranted complaint. We have been in constant contact with this customer, and have been helping her along the way. We even went outside the normal warranty term to assist and help the customer. We have had technicians out to redo a portion of the floor that was in question, even though it was outside of warranty. At the time of the service we recognized there was moisture and water damage on the concrete. Obviously, we are not plumbers nor do we deal with water hookups or appliances. The customer unfortunately has a leaky appliance or moisture coming out of the concrete. This has nothing to do with our company, yet we are getting the complaint for the customers unfortunate circumstance. Even though we received another Better Business Bureau complaint, we still contacted the customer and are trying to make them happy. As a last resort, we are now replacing the kitchen flooring after we tear up and verify where the moisture is coming from.  Moisture will be the responsibility of the customer and then when it is dry and no longer an issue we can re-lay the floor. This situation has been handled thoroughly by our company. We would hope the customer would take this review down. 

• Initial Complaint

  01/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The following is the letter written to both 651 Carpets and their vendor **** Flooring which we wish to involve in the complaint:To whom it *** concern,We are writing you to resolve our issue with 651 Carpets and **** flooring about the deteriorated condition of our vinyl plank flooring installed in our kitchen back on 10/15/20. We spent over $9,000 for your labor and product and as a consumer, we expect it to last a lot longer than a year and half. When we noticed the defections, we promptly reported them on 4/14/22. We believe that a manager or ******* should have been present at the original time of the tear-out and installation to oversee your workmen. Once you discovered that there was a tile floor underneath, someone should have addressed the potential problems of installing a floating vinyl plank floor over a surface that *** not be level or uneven. If your crew or manager would have recommended tearing the tile out first and offered a bid on the demolition and leveling the sub-floor, we would have more than likely accepted it and agreed to pay the extra cost. We relied on your expertise to properly assess our situation but there was no mention of it by your crew. In April 2022 when we reported the defections and you instructed us to file a claim with **** and according to 651 Carpets, they rejected it. And on 6/14/22, you agreed that there was an issue and sent your workmen out to repair the floor but never addressed the tile. Predictably, less than a year later, the flooring started to buckle and crack. We contacted you and sent photos on 6/6/23 showing the damage. On 10/2/23, we contacted ********************** text, and she replied that she will have **** from Management contact me. We set up an inspection to give us a quote on tearing up the tile on 10/13 but no one showed or called us. ********* said she would have JR reach out but never heard from him either. After that, ********* in a text basically said that if we want a quote on the tear-out, that 651 Carpets would have to remove all the plank flooring over the tile. We did not feel that was necessary for the quote. Just recently, we had Empire come out and they were able to give us a quote on the tile tear-out and installation of the sub-floor without having to remove the vinyl flooring.We have contacted a lawyer who has read ***** warranty and determined that our claim should have been covered. I also contacted **** and the representative confirmed that there is a 25 year warranty on that product and do not understand why they would deny our claim.At this point, if 651 Carpets and **** are unwilling to rectify this situation, then we will be pursuing legal action. Also, will be contacting the better Business Bureau to file a written complaint. Regards,***** and *************************

  

  Business response

  01/16/2024

  It is unfortunate that the customer wrote this complaint to the ********************. We have been in constant communication regarding the replacement of their flooring. This is actually the third new floor that we will be installing. The issue with the flooring at the project is the subfloor or structure of the flooring in the home. We have since been in contact (yesterday) with the customer again and are going to be replacing the flooring again. This time the customer will be paying for any *********************** issues and floor prep work that is needed. The claim for the manufacturer was denied, and we are only trying to make the customer happy on this situation by continuing to help make the customer happy. The complaint is unwarranted 

• Initial Complaint

  12/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  651 improperly installed vinyl plank in my kitchen. Within a week, the floor was lifting up. They sent another person to replace the floor and he said the initial installers did not properly prep the sub floor. The 2nd time, the planks started lifting again and cracking posing a risk to injury. I notified them and I was told they would take care of the situation. This went on for months, an inspector came out and stated it clearly was an installation issue. ***** from 651 called me and said nothing they will do as the warranty for install expired after a year, yet. They were contacted about this before the expiration, they just didn't respond. I asked to speak to someone higher in the company, she told me there is no one I can to, she refused to help and wouldn't give me any other contact info. I just want them to do the right thing and replace the floor. I spent several thousand dollars with them only to now pay someone else to replace the floor. Totally unacceptable and more importantly the refusal from ***** to put me in contact with a manager or the **** Prior to this issue, another job they did for me, the installers destroyed a lot of base around the floor and left a huge mess. I sent them pictures and after very painful discussions, again with ***** she offered me $500..it cost me $1800 to repair and replace the damage they did. This is unacceptable and ***** should not be working with the customers, she is rude and unwilling to make their mistakes right

  

  Business response

  12/13/2023

  We were sorry to see this complaint come through since we have helped the customer numerous times already, but we have been in contact since receiving the complaint, and have agreed to help the customer out in the situation A partial refund will be given because the customer used another company already to address the repair concerns.

  Customer response

  12/23/2023

   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. ********* from 651carpets reached out to me after receiving my complaint from the BBB and she worked to get me a refund, which helped offset my additional costs. ********* was apologetic and wanted to make things right.  I appreciated that she contacted me and we could resolve this matter. 

• Initial Complaint

  07/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When the carpet was installed they placed a seam in the middle of a large living room. It is very noticeable and looks terrible! We tried to reach out to the company to discuss the issue but played phone tag back and forth for weeks. Finally after discussing with the install manager, we were told that the carpet cuts and seams should have been discussed with us by the sales person so that we were aware and could agree. The sales person did not discuss this with us and we were not aware of this until after the carpet was installed. Four months later, the company sends out another install employee to try to "fix" the carpet but with only replacing one side of the seam with a brand new cut or carpet versus replacing the carpet to eliminate the seam. This company has put us through the ringer with phone calls, installers, pathetic solutions and compensation offers. They do not care about making their customers happy. I will never recommend 651 carpets to anyone!

  

  Business response

  07/19/2023

  We are very sorry to see this complaint being made and the customer not being satisfied... this customer was taken care of fully and ********************** even replaced the carpet in the area of concern.  The seam that the customer is referring to was well within industry standard and did not need to be replaced.  As stated in the customer signed contract, seam placement is at the discretion of the installer and seams are always visible (especially with berber carpet).  Unfortunately this is part of carpet installation.  In an attempt to satisfy the customer we went above and beyond to make them happy by replacing the carpet.  We always maintained communication with the customer and have their approval to replace the seam to rectify the issue.  Nothing more can be done for the customer, and again, this complaint is very sad to see when we as a company did everything possible to address the customers concerns.

• Initial Complaint

  05/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  As of March 6, 2023 I submitted a claim for carpet quality and defect that was discussed with ********* a claim specialist with 651Carpets. I also spoke with the install manager, ******** and office staff who promised to replace and upgrade our carpet and have been waiting to hear from the carpet company whose product our carpet is from. Since March 6, the communication has been what seems brushed off and continually promised a resolution with no decision now over 2+ months later. The install manager confirmed with left over carpet remnants that our carpet installed does in fact have a defect and we could upgrade our carpet to our desired wishes once the claim is submitted. Since our discovered defect and report to 651Carpet, we have had to delay furniture deliveries which will no longer hold our product which we then will have to move once new carpet gets re-installed. All of our concerns and expectations have been communicated with the staff. I have called and texted multiple times with multiple staff requesting updates and results on resolution with no definitive answer. As I have communicated with the company, our wishes are to finish processing our claim and upgrade our carpet as promised, or refund our purchase and call it a wash.

  

  Business response

  06/06/2023

  We apologize for the customer's frustration, but we are still awaiting results from the manufacturers claim that was submitted for the carpet.  This claim was submitted on 3/31/2023 and we have been in contact with the customer numerous times since then.  Unfortunately we don't have any new status updates, and these claims can take up to 4 months sometimes for a decision to be made.  Again, we have submitted the claim with all information and pictures needed to process.  We are just awaiting the decision from the manufactures claim.  This is not an installation issue that was the fault of 651Carpets, but rather a possible bad product made by the manufacturer.  As soon as we have news to report back we will be calling the customer. Patience is needed on these types of issues.  Thank you-

  Customer response

  06/06/2023

   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.

• Initial Complaint

  10/24/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We had new flooring installed in our home and paid 651 carpets to perform the work in January 2021. There was a list of issues I had once their installers had completed the work. There were parts of the floor that were spongy and you could tell had air bubbles beneath them, we had to evacuate for 2 days our home due to a gas leak and our brand new carpet did not have tack strips in our living room. I reached out to the sales person I had worked with and he told me to call the main number and let them know I had an issue and they would open a service ticket. The *** I spoke to was very rude, spoke to me like I was child, would cut me off when I was speaking by talking over me and overall did not seem to care we were not happy with the work done. I was told that 651 carpets would not be responsible for any repairs to the gas leak and that they were not the one who caused the gas leak, when in actuality, I could and did prove that the nail holes poked a hole in our gas line when their installers reattached the wood trim and once I was able to prove that they had one of their employees come back to fix that issue (this was back in March 2022). No one ever called me back to discuss the soft spots in the flooring. ***** called me today and said that their assessor went out to the house today and that our subfloor was fine, and based on the picture I sent and when they looked the crack must have been made by dropping something on the floor. I requested to speak to a manager. She said someone would call me back, but would not give me the name of the manager. I spoke with a manager ***** today and she agreed that they were aware of the issues I expressed about our floor being soft and spongey and said that back in March their installers spoke to "the customer" and were told they did not want to pay to have the work redone since it must be a subfloor issue. MY name is on the quote, my name is on the house I am the customer and I was never talked to about the cost to fix.

  

  Business response

  10/24/2022

  This order that was installed in 2021 was installed correctly and well within standard of acceptance (including subfloor at the time of install).  There was no installer related issues with the job.  Having hit a gas line (no matter whom hit it) is not the fault of 651Carpets!  This is certainly not up to code and the gas line should never be that close to the drywall with no protection.  This is a major hazard to our installers and could have been even worse.  We should have been notified of such gas lines and construction errors before starting the work.  As a courtesy to the customer we had gone back out to the project to fix the base/tack strip, which was the only complaint at the time.  This was over a year after installation in March of 2022.  At the time of this repair the customer was not there and her in-laws were there to discuss everything with our installers. Our installers assessed the flooring and thought that it was fine, but the person there speaking with our installers said they thought the floor squeaked or something? The installers told the person that if we were to do anything else it would have to involve tearing out the existing floor, laying new subfloor, and putting new flooring down.  This would be essentially a new project and costly to the customer.  This issue was a existing house issue with construction or use, and not an installation issue from 651Carpets.  This option was declined at that time. Fast forward to October *************************************************************** was broken.  We are not sure what happened, but when our installer checked on it he believed it was from misuse and possibly from something rolling across it or something being dropped/weighted on it?  There is nothing we can do besides try and make a repair to the plank as a chargeable repair to the customer.  We also cannot guarantee that it will not happen again.

  Customer response

  10/25/2022

   I am rejecting this response because:
  
  Let's pull out the important facts of your response:

  1. The fact that you are STILL trying to blame me for the gas line, and in your own words, in the response above the fact that your installers still pulled up our floors and did the work speaks volumes to your company's ethics, actually lack of ethics. There was NEVER any mention of any construction "issues" during or after the work was completed. There was no communication from anyone that you shouldn't have done the work due to "issues". It all boils down to your company didn't want to mention any construction "issues" as you had already received my final payment for services. If you truly cared about your installers and customers you wouldn't put people in a "major hazard" situation as you called it. We have the gas company out MULTIPLE times because your installer's error and he never mentioned that the gas line wasn't correct. So please excuse me if I don't actually believe anything you try to explain. You mention my in laws, funny when I spoke to ***** on the phone she couldn't tell me who their installers/assessor spoke to, she just kept saying "the customer" the only reason you have any information that it was my in-laws is I messed up while speaking to you and mentioned who they were. There was NO mention of construction "issues" or subflooring issues during install. It wasn't until October of 2022 that the issue with the subfloor was even mentioned. I had a whole list of complaints after install, but when you call the number you are not able to explain anything to anyone. I do NOT want your help in replacing the plank, I refuse to give you anymore money. I am in the process of filing complaints with both the Attorney General and ********** of ********* I wish I would have known you can look at the BBB's site about companies before selecting 651 Carpets for the project, with a rating of 1.23/5 stars I would have taken my business else where. 

  

  Business response

  10/26/2022

  We are certainly not trying to have a war of words here there must be some confusion on how things are being interpreted? We are by no means blaming you for any gas leak, but rather clarifying that the accidental puncture/leak was of no fault of ours either. Gas lines should never be that close to the wall that a pin nail would hit it. Our ******************************************* installers have no idea where your gas lines are throughout your home. Ideally this would be great to know before starting the project.

  As far as subfloor is concerned that is a construction portion of your home. Again, we are flooring coverers that put materials on top of subfloor. At the time of original install the subfloor may have been and probably was adequate. It may have deteriorated after a couple more years of use or maybe was damaged by moisture or house shifting? This conversation was discussed with your in-laws that were on site during one of our assessments. In order to fix and replace this subfloor the existing floor must be taken up. 
  

  Again, we can help with this portion of the project but it would be a chargeable repair. The installation is not done incorrectly. We apologize for the frustration.

• Initial Complaint

  07/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  651 carpet sales rep **** came out to measure and sell his carpet. Said it would be ******* and asked how Id like to pay. Took a picture of my credit card and left. He said hed email me a receipt. I didnt get one and was feeling uneasy about someone taking a picture of my credit card and leaving/ I called him and he said he was busy and would send it. When I got it it said it was paid in full. He said I had 3 days to cancel. He told me someone would be contacting me to set up appointment. The next day 651 carpet called and asked how is like to pay the rest before setting up appointment. I was frustrated and decided to cancel the next day. I canceled my credit card and tried to dispute this charge. I got an ****** check from them and called this ****. He told me it was his mistake and would fix and not to contact them again. Still out ****** and no one will return my calls. Last night I got ahold of a receptionist and she told me the same thing!

  

  Business response

  07/27/2022

  To whom it may concern, 

  This client purchased a project and paid in full upon estimate with her sales rep.  The paperwork for the project was turned in stating she had only paid half down, which was an error admitted by the sales rep upon discovery at a later time.  When the client requested to cancel, she was within her grace ****** and a check was mailed to her for the full amount recorded on the company's end which was half the project total. 

  Five days later, the client reached out to her sales rep stating she only received a half refund and that is when the sales rep realized what had happened.  He explained his simple error to her and advised her he would have it corrected.  The sales rep then reached out to management staff to advise of the error, and a new check was mailed out for the second half (at this time it was approximately a week after the first was mailed out). 

  The client did lose patience at this point, exhibiting verbal harassment and threatening physical if she did not get her refund immediately, which had already been mailed so there was nothing more any other team members could do.  It was because of these numerous threats that the sales rep politely asked her to refrain from bullying the staff that work in scheduling who quite frankly cannot assist with refunds to begin with.

  That being said, at this time the second check is more than likely already in her hands (even though it does not show as cashed yet), and the situation has been resolved responsibly by the company. 

  thank you for your attention to this matter

• Initial Complaint

  03/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  10/25/21 $3317.40 for carpet and installation we picked Model Ps600 Brandywine(color) after the install we didnt think the color was the one on the sample we also noticed some damage caused from installer using carpet stretcher. we have been have some frissee (carpet threads) pulling out. The marks are approximately 18" appart for 20' where carpet meets the tile. You can faintly see where the stretcher was used. When I vacuum there are always pieces coming out. I also asked for the warranty information which states things like replacement if stained but has been cleaned on schedule. I called the office and a woman told me to take pictures which i then responded by a camera would never show this. I asked if the rep could come over and look. She said that she would contact him. Waited a few days no call so I called rep he assured me the carpet was the right one, maybe but we still were not sure along with the damage concern. I dont recall him saying anything about coming out. I then got a call from a man that seemed to listen to my concern and assured me he would return a call to me- never happened.

  

  Business response

  09/27/2022

  A few weeks after his installation, client reached out to advise us that he wasn't 100% sure he'd gotten the right product.  We immediately offered to have someone meet with him to show him samples again which he agreed to.  After this, many attempts were made to schedule this follow up in his home with him and it never happened.  We finally closed the account after 60 days because it seemed he no longer wanted to have the follow up. Our thoughts are that he realized he did in fact get the right product as is recorded through our hand scanners, but we never heard from him again to verify his satisfaction.

  *****************************

  Inventory Manager

  Customer response

  09/28/2022

   I am rejecting this response because:
  Its not a solution no one has tried to help. I did speak with her and it definitely was not a few weeks but 1-2 days I would be more than happy to check my phone records . I asked to have a salesman come by and she said she would call the salesman that sold me the carpet and said she would return my call. I then waited a week or so and called back and talked to a gentleman that sounded like he could help as I explained my issues to him. He the assured me he would call me back after talking to his manager. I never heard from anyone again. Thats when I filed a complaint with the BBB. I have ********************* about 4-5" diameter where the carpet meets the tile, where the carpet has been coming out ever since it was installed. I believe these are the marks from the carpet stretcher. I asked for a copy of my warranty and never recieved that either. We still are NOT 100% positive that its the right carpet. We are 100 positive the carpet will never last due to the progressing damage.
  
  

  

  Business response

  10/04/2022

  BBB,
  

  651Carpets did have an open ticket for assessment of the client's home (created on November 10th), and attempted multiple times to schedule this to be done. On December 9th contact was successfully made with the client and he advised that he wasn't ready and would call the company when he was able to schedule this to be done.  The client did not call again and the ticket aged out.  Due to client's current feedback and that the project is under its warranty still at this time, a team member from 651Carpets made contact with client today and is setting up new assessment. Thank you.

  *****************************

  Inventory Manager

  651 Carpets

*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. ↩