ComplaintsforThe Carpet Spectrum

• Initial Complaint

  02/05/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  i had a floor put in my dinnette by carpet specturm the owner jessica and a portion of the floor seperated and i called the store numerous times before she finally called me back and was sending out a repair man to fix it. the repair man cut the area out where it was seperated and put a piece in its place and does not match the rest of the floor this particular area is in the open where it is highly visible. a couple years ago the patch buckled up and created a bubble i then called the store again numerous times before she finally called back and i told her the floor where it was repaired had buckled and she did not believe me, she came and looked at it and brought some commercial flooring material with her and told me i could have this commercial flooring at her price. i figure why do i have to pay for it when she put the wrong flooring in to begin with the flooring is way to soft it leaves indentations in the floor from the chairs the table even my plant stand. she told me to buy a rug for the floor or get rid of my kitchen chairs well im not doing either and she will not replace anything without cost i am elderly and on a strict budget and she is the one that put the wrong floor in to begin with and i feel she is taking advantage of me i want new floor or reimbursement. i havent filed complaint prior to now i am semi handicapped and have been sick and have had surgeries etc. when jessica originally came to my home to look and see what type of floor was needed at that time she is the one that picked it out and said it was the best floor for that room well its not its too soft.

  

  Business response

  02/09/2023

  I'm sorry, *****, that you are unhappy with the performance of your floor. When the dinette floor was originally installed in 2017, we discussed options for flooring that would fit within your budget; you had to replace the existing, damaged laminate floor if I recall.  When you notified me of your concerns initially with the new floor, one of our installers did a repair to the vinyl floor under your chair you use most at your table, at no charge. He returned again in 2019 and patched the floor with your permission, at no charge. We discussed at that time that the patch might not match perfectly as we were using your leftover piece of flooring in an attempt to make the problem area better/ as best we could. We discussed that the rolling traffic was causing the problem and I advised you to protect the floor as to not damage it further. As you stated in your complaint, you did not accept the idea of the rug or changing the style of chairs you use at your table to help prevent further damage to your floor. Unfortunately, there is no perfect vinyl flooring style that will hold up to a lot of rolling traffic without protection. Warranties on vinyl floors are voided if the floor isn't protected from rolling traffic. I offered to bind a low-profile, commercial style rug for you at no charge in an effort to help protect the floor. We also discussed the idea of replacing the floor with an upgraded type floor that would be easier to repair if there was damage in one area like under your chair- a commercial luxury vinyl plank that I offered at a discounted price. That style floor would still require protection, though, from the rolling traffic, but I thought it may be a solution if you didn't protect the floor because it may be easier to replace individual pieces or sections if it gets damaged from the chairs.  I brought samples of the luxury vinyl planking to your home so you could see options in person because you said it was difficult for you to visit the showroom. But, replacing the floor with something new would still require it to be protected from rolling traffic or else it could wear quickly and/or be damaged quickly. I would like to come to resolution together. I feel I have offered solutions and would like to discuss this matter again with you. Tell us why here...

  Customer response

  02/13/2023

  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.  there were alot of false statements that the company made in her response but i am willing to try and come to a resolution with her first.  Regards,  ***** ******

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