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Complaint Details
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Initial Complaint
08/01/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
We bought carpet, padding, and vinyl edging for a porch on Feb 28, 2022, Order no. 1*********, from the Flooring Expo Carpet King, St. Louis Park, MN store. The vinyl edging still has not been installed after three unsuccessful attempts to complete. We stopped the first installer half way through the job when it was clearly being done incorrectly, as our Carpet King customer service representative readily admitted after seeing pictures. The next two installers they sent admitted they were inexperienced in this type of work despite the company's customer service representative promising they would send only qualified people. Please assist us in resolving this issue.
Business response
08/02/2022
We have scheduled the repairs for Monday 08/08. Please accept our apologies for the delays during this process!Customer response
08/08/2022
I am rejecting this response because:
Today the fourth installer who tried to put rubber baseboard in our porch was competent but didn't have enough material to complete the job. The competent installer thought the company figured he could use some of the already installed baseboard but he said that can't be done. We will have to wait for the company to procure more and try to schedule an installer a fifth time. And it is the fifth time we will have to move furniture and spend the day trying to pin down the time they will arrive. The company sent a text saying they would let us know time of arrival between 7 and 9 a.m. today. Didn't happen. I needed to call John in Customer Service (612-287-1772 at 10:30) to make him follow up. The installer came at about 4:00 p.m. There doesn't seem to be any accountability in Customer Service.Business response
08/09/2022
We have ordered more vinyl base as needed, and prioritized scheduled the installation for this week Thursday. We are truly sorry for the repeated delays during this process!Customer response
08/11/2022
Our complaint was closed due to "good faith effort by the company." That is not the case. For the fifth time, rubber baseboard was scheduled to be completed at 8:00 a.m. today. When no one came, I called Customer Service at 9:00. No answer. The installer called at about 9:15 and said another job was scheduled (highlighted to be completed first) before ours. He said that if all goes well with that job, he could make it to our house by 4:00 p.m. All five attempts to complete have failed. The latest response by Carpet King Customer Service was simply a lie to get me and the Better Business Bureau off their backs. What recourse do we have against this company to save other potential customers from their incompetence and deceiving business practices?Business response
08/11/2022
We have her scheduled for this repair today, 08/11/2022. When I scheduled this job I informed Ms. E******** the installer would contact her in the morning to let her know what time we would be arriving.
I just got off the phone with our sheet vinyl installer. He confirmed with the client in the morning that we will be at her residence around 4 pm today to complete the repair.
We plan on getting this wrapped up today. We have all the additional materials ready and an experienced installer on his way.
Thank you for following up,
Jonathan ******
Customer Service
Flooring Expo by Carpet King
Customer response
08/12/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 17652634, and find that this resolution is satisfactory to me.
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1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.