ComplaintsforAdvance Carpet One

• Initial Complaint

  07/05/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  i had floor installed that was purchased from advanced one carpet that was defective. Within four days of installation, the floor had deep gouges in it and scratches throughout the house. I actually stopped installation 2/3 of the way because how bad the floor was doing. So since November I have a incomplete floor in my house. My designer has tried working with Advanced One to back the product they sold and credit me for the floor already installed and the remaining boxes in order to purchase floor that is not defective. They refused to work with us at all. I have spent $7,650 on a horrible floor that is not even completely installed. In fact, my 18 years hardware floor looks better than this floor that is less than 6 months old. I asking for a credit toward new floor from advanced one carpet. Also I am asking for purchasing the new floor at cost from Advanced One carpet. Advanced One Carpet reached out to mannington floors (manufacturer) but they wont do anything so Advanced One Carpet wont do anything. I am attaching the narrative of my claim to mannington and the emails to Advanced One Carpet from my designer.

  

  Business response

  07/06/2023

  The customer in question went to another flooring store to look at products. It was there that she decided what type of flooring she wanted based off of the information given to her by a different company. She then informed her designer (our client) of the flooring that she had selected. The designer then placed an order from us for the selected flooring and an installation crew not employed by Carpet One performed the install. The contract is with the designer, payment was made by the designer, and all communication has been with the designer.  Mrs. **** is not a client of ours, her designer is. Her assertion that we have been unable to work with her at all is inaccurate as we have been very involved with the designer in question. We attempted to help in any fashion we could. We arranged a site visit with the distributor and a representative from our company, we have attempted to have testing completed on the floor, and we have fought to push through a material claim with both the distributor and the manufacturer. All testing and inspections have come back as no deficiencies found in the flooring. A site inspection was then performed at her home by an independent inspector that was provided at the cost of the Manufacturer. The inspection determined that the issues she is expressing are not something that is covered under warranty. The truth of the matter is the customer selected a floor that is not the best for her lifestyle. Advance Carpet One was not involved in any of the information gathering phase and was not given the opportunity to express these concerns as the selection had already been made elsewhere. She was not guided by any information that was provided by us and we simply ordered the flooring we were instructed to. The distributor and the manufacturer have turned down her claim because scratching by pets is not covered under her wood floor warranty. We provided the flooring that was selected, it has been inspected and the inspector determined that there is no deficiency in the product. We will work with her designer regarding a new selection, and will provide it for the same cost we would offer to our employees, but a refund on the original when no warranted issues or deficiencies can be found is not possible. I have stated from the beginning that her fight is with the manufacturer, if they decide to label her floor as defective we then have recourse to get her what she is asking for. 

  Customer response

  07/06/2023

  I am providing clarification to the response by the Advanced Carpet.  I did go to another store since my designer was not providing any other options to me. I did find a floor and inquired to my designer about the quality of the wood flooring and was told by her it was spot on and would work in my house.   She approved the product and ordered it from Advanced Carpet.  The claims are being denied but yet the manufacturer provides no supporting evidence of their decision.  I was unaware of the changing of the hands that the floor went thru with everyone taking a piece of the pie in the process and no taking responsibility or even caring about the customer when the product does not live up the claims. the designer purchased the floor from Advanced One who then purchased I assumed purchased from the distributor who then purchased its from the co-op who then purchased it from Mannington.  THe manufacturer can just deny the claim in a form letter and no one disputes its.  This has nothing to do my with lifestyle and everything to do with a very poor misleading product. 

  I do not want to work with my designer at all for she is to blame as well.  She did not even research the product I suggested nor even look it up with the link I provided when I was relying on her expertise in flooring and trusted her when she said it was good quality floor.  Will advance one carpet work with me and provide me with the employee cost including labor.  I will basically be paying for a whole new floor again after only 6 months which needless to say I lost alot of money over this defective product and no one wants to claim responsibility. 

   

   

   

• Initial Complaint

  06/04/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On March 22, 2023, we arranged for carpet purchase and install at Advance Carpet One's (***) ********, Mo. store. One item discussed with sales person/store manager was, "...Lien Waivers from all persons supplying materials or services for the work described..." as listed in the ***-"Carpet Checklist" provided to us at that time. I was told lien waivers would be provided once final payment was made.On April 17, *** installed carpet & padding in our home.On April 18, final payment was made.On April 18 & 19, we requested lien waivers from material supplier/s and installing sub-contractor from store manager. *** provided a lien waiver from *** but not supplier or installer. Manager said we did not need them and stopped communication.On April 28, we sent message to "whom it may concern" via *** website "contact us" feature. This message explained the situation and asked for lien waivers to be provided.Later on April 28, *** Sales Manager sent email reply, once again saying we did not need these lien waivers.On April 30, we sent email reply to Sales Manager saying we believe he was misinformed and explained why.Later on April 30, *** Sales Manager replied suggesting we forward this matter on to the *** General Manager (**).On May 1st, we emailed the *** explained the situation and asked for ***************Contractor lien waivers once again.On May 3rd, we received email from the ** offering to provide a lien waiver from the installer but stating that they could not get a lien waiver from supplier but asked if a "copy of the paid invoice would suffice". On May 4, I replied, accepting the offer and asked that they also "provide some documentation tying the carpet and padding in our home to the carpet & padding in the paid invoice". I also asked for an estimate of when these would be available.To this date, there has been no further communication from anyone at ***..I sent followup inquiry on May 11 and then another inquiry via *** website 'Contact Us" on May 18

  Customer response

  06/27/2023

  Update on complaint (ID *********:

  I want to inform you (the BBB), I have received agreed upon documents from ACO (Advance Carpet One) via a June 23, 2023 email and its attachments.

  If there is anything more I should do to close out this complaint, please let me know.

  Thank you for your help in this matter,

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

• Initial Complaint

  05/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Business committed to installing carpet after measuring and it took us several attempts to get a date of installation and they were extremely hard to deal with. Terrible customer service and follow up. When the installer finally showed up several days after the originally committed install date, he then said he would be back with more carpet and never returned. ****, the sales person refused to answer our calls and basically said that his installers are subcontractors and he does not have authority over their actions. Now our furniture is outside on front lawn and no carpet is being installed anytime soon and the company simply refuses to communicate their intentions. We are being treated terribly, this is a residence for two extremely elderly people and they are not giving any consideration to the customer. Shame on **** and his business, if you want someone reliable who will actually answer your calls and be there- look else where.

  

  Business response

  06/29/2023

  Installation was set to begin on May 25th. Upon arrival to the jobsite the installation crew found the residents still eating breakfast and none of the furniture or mechanical beds had been moved. The installation crew left as they did not want to wait around for these tasks to be completed. Later that morning we received a call that the furniture had been moved and they were ready for install. Unfortunately, the crew that had been assigned to the job had already returned home for the day and was unwilling to return. I learned of the situation and became involved at this point and talked with the homeowner's daughter. I ensured her we were attempting to get the situation resolved. She was very polite and accommodating and was helpful in getting this resolved as quick as possible.  We arranged for the furniture to be moved back into the home that day and a new set of installers were scheduled to arrive the following morning. Advance Carpet One paid to have our installation crew move all the furniture back out of the area so the customer would not incur any extra charges by paying to have it moved out before our arrival. The installers showed up as planned the following morning and completed the installation. 

  The communication breakdown, as I am led to understand it, seemed to be in part because of the restoration company on the job. The job had been delayed by them and those details were not being passed along to the homeowner. The lack of communication by the salesperson on our side was not acceptable and he was reprimanded and will undergo additional training to ensure this incident does not repeat itself. 

• Initial Complaint

  03/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  To whom it may concern: Our issues are with Advance Carpet one, ***** ********** *** ******* *** ******  I cannot write the entire history of our complaint because of the limited characters that are allowed. I have included documents with a letter that we sent to our credit card company disputing the charge. We have included pictures showing the product that was installed. The name of rhe installer is ***** ***** (###-###-####). The carpet was installed on November 9, 2022. The letter we wrote to the credit company will show some of the things we did to try to resolve the issues. After I wrote the letter to the credit card company, we received a call from **** ******** (District Manager of Carpet One). He said that they would replace the carpet but would charge $2200.00 for the removal and installation. When the carpet was installed, there were 2 installers and they did the job in 5 hours. Doing the math, that is $220.00 per hour for labor. We feel that is unfair. There is no identification on the back of the carpet. My wife and I believe the wrong type of carpet was installed since the carpet that was installed was none of the properties as shown in the brochure. We attempted to vacuum it and found out it has no spring-back capacity, looks dirty and used. Our other carpets in the house that are 28 years to 30 years old looks better than the new carpet. On 2/28/2023 we received a letter from the credit card company stating that the merchant said that we did not report the issue in the required amount of time. This is not true. We had the store manager at our home on November 18 2022. He said that he would talk to his boss and call us back that same day. He said he would have the sales person also call us back. We did not recieve any calls. The next day we called the store and their cell phones. They would not answer the phones so we left messages for them to call us back. They never called us back **** * ****** ****** ***** ******** *** ***** *** *****

  

  Business response

  05/02/2023

  This customer is claiming that the carpet installed is not what they purchased and is blaming misinformation as to the usability and cleaning responsibilities of the carpeting in regards to the warranty.  Simply stated, the customer doesn’t like her choice of carpeting because you can see track marks and it looks dirty/messy.  Our records show that the customer signed off on her contract of the material purchased, the color chosen and for her credit card to be charge

  We confirmed that the product was indeed correct and offered to replace the carpet with something of her choosing, but they, the customer, would be responsible for the labor of removal and reinstallation.  Customer is disputing the cost, saying it’s $220 an hour per installer.  The labor is figured by the work performed, not the number of installers doing it or the amount of time it would take. This is standard industry practice used by all flooring companies. This charge is to cover 2 installers moving furniture in 4 rooms (out and back in), removal and disposal of existing carpet, installation of new carpet for 4 rooms as well as removal, disposal, and reinstallation of the wall-to-wall stairs.  Customer is disputing having to pay $2200.00 for labor but this actually a discounted charge since the original charge for these items was $2438.25. There are no other flooring companies that would offer to replace the carpeting for no charge as we have offered to do.
  

• Initial Complaint

  03/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Advance Carpet installed a vinyl plank floor in my kitchen in May 2022. In December, I contacted them via email that some of the planks were starting to separate and I needed them to schedule an installation repair under warranty. I did not receive a response to that email. I then called the store and spoke to ****** who asked me to text photos of the issue, which I did - again, I did not receive a response. I have followed up with at least 4 additional calls and I keep getting told “the installation people have to get back to me. I’ll call them again,” but I don’t receive any response.

  

  Business response

  04/05/2023

  His issue has been resolved. It was not a big issue. The sales person had miscommunication with the customer service team but as far as I know the customer is happy and his issue has been resolved.

• Initial Complaint

  11/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The experience with this company has been a nightmare. The salesperson, ******* ***** came to my home the 1st of August 2021 to show me some samples of laminated material and she did not bring much to choose from, but I was able to make a selection of what she brought. Because of the disability I have I was not able to make it into Carpet One store in Des Peres, MO. I continued doing business with this store and salesperson because I had done business with them in the past. After making the selection I asked ******* when she could have the job compete and she told me within 4 weeks. I was okay with this. ******* emailed papers to sign, and I thought everything was okay until I found out she was not going to no longer be employed with Carpet One and she said she could not tell me anything else. The job was started October 13th and ended Oct. 14th, 2021. I called constantly to get updates on when the job would start and was always given dates and times. The manager, **** ******** never reached out to me, but I spoke mostly with the Salesperson in the store, name ****. He was very forth coming and tried to address my questions every time I called. When the installer showed up with two others to help with the job, they were not able to do the 2 bathrooms. The name of the main installer is **** and he told me that he only did the bigger jobs. I had my entire home done. Three bedrooms, living room, dining room and hall were all laminated. I chose something different for the 2 bathrooms. I have been waiting since 10/14/2021 to here back about completing the job. I still have not heard from the Manager of the store. I constantly called and was lied to or told anything to get me off the phone. Sometimes I was put in contact with the scheduler, which did not answer her phone most of the times. When I did speak with her, I was given totally different information than ****. The right hand did not know what the left hand was doing, and I still never received a call from the ****

  

  Business response

  11/29/2021

  **** ******** our retail sales manager will be in contact with you today.  We were not able to finish your 2 bathrooms because the material was on back order as you were aware. When the material came in for the bathrooms we found out we were sent the wrong color from the manufacture.  I am so sorry for all the delays and I am sure we will be able to work out a resolution.    

*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. ↩