ComplaintsforCarpet One Floor & Home

• Initial Complaint

  06/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Description: Ed S***** and Teri S***** of Carpet One falsely put a mechanical lien on my home to force payment balance when they knew that their installers incorrectly installed the flooring in my kitchen and living room.To the point the flooring in the kitchen had a dip created by its installers, resulting in cracked and a broken wood plank. They were both made known of the incorrect or faulty installation within a month of installation. Their overall behavior and approach has been dishonest, deceptive and manipulative.

  Business response

  08/01/2023

  Carpet One did not "falsely put a mechanical lien" on Ms. *******'s home.  Ms. *******'s project was completed and payment was not received before the 60 day deadline to file a lien.  Carpet One has the right to file a Mechanic's Lien for non-payment of materials and/or labor according to the Ohio Revised Code 1311.01 to 1311.22.  The Mechanic's Lien was filed on the very last day possible to allow Ms. ******* as much time as possible to pay the invoice.  Once final payment was received, Carpet One filed and paid the fee to have the lien released.  Normally this is the responsibility of the customer; however, as an additional accommodation, Carpet One handled the removal of the lien.

  Attached is the final detailed invoice for the flooring installed in Ms. *******'s home.  There is no line item nor any charge for any type of subfloor or underlayment work.  Initially we provided Ms ******* a quote which included subfloor repairs that were necessary to install the vinyl plank flooring.  Ms. ******* requested Carpet One remove those items as she was hiring a "professional" to perform those tasks.  The area Ms ******* is referring to is the area where this subfloor work was supposedly performed by another professional and covers approximately 6 sq ft.  As an accommodation to Ms.*******, Ed S***** agreed to attempt to repair this area, even though the issue being experienced was caused by the area not being properly repaired before the vinyl plank flooring was installed.  We have a crew that is fully experienced and qualified to perform the extensive work necessary to repair these 2-3 planks.  This particular crew was working out of town and Ms. ******* was informed it could be a "month or so" before they would be available. She contacted Carpet One approximately 30 days and was upset her repair was not yet scheduled.   Eventually this led to Ms. ******* stating she was "simply done" and requesting we "give back" her money.  She was informed we would not be accommodating that request and have not heard anything regarding this complaint until your notice.  The repair offer was not rescinded...Ms. ******* made it clear she was not willing to work with Carpet One any further.

  Ms. ******* is requesting $5,000 refunded to her.  The total paid for this flooring was $3,460.05.  This included the plank flooring for her living room, hall, entry and kitchen (603.38 sq ft), new wall base, handling of appliances, installation labor and transition pieces.  Again, the area in question is approximately 6 sq ft.

  We have no comment as to her claim that our behavior "has been dishonest, deceptive and manipulative".  We believe our history speaks for itself.

  Customer response

  08/15/2023

  Today, I submitted a rejection to Carpet One because their response is very misleading & Terri is certainly not being honest in her reply! The emails will show that Ed and Terri were aware of how everything happened almost 2 years ago.It will also show Ed acknowledging not charging for the liquid substance that was poured on the floor while he was present. Ed told me the crew that did the flooring has fired shortly after doing my floor and that they were costing the company money because of their work ethics.
  
  I requested $5000 for material, labor & to have my kitchen cabinets removed and put back. Billy from Carpet One was going to cut around the cabinets because he don't removed or reinstall cabinets. I didn't pay for a "rigged" look. Therefore, I want what I paid for. Because of the lack of integrity, shifting the blame and dishonesty, it's best to have another company repair Carpet One's damage.
  
  
  Thank you!

  Business response

  08/28/2023

  I have discussed with Ed S***** and he feels as though we have extended the offer to address and try to alleviate the issue, regardless of the fact the issue experienced is due to her contractor NOT flattening this area.   This adjustment would be at no cost to Ms. *******.  This is Carpet One’s offer to make a good faith effort to resolve. Ed does not feel there is any reason to enter mediation as we have offered the most we intend to offer, which is to address the area in the kitchen with our most seasoned installation crew.
  
  
  Ms. ******* is requesting a full refund.  In fact she is requesting more than she paid for the project. The total paid for the area in question is $3,460.05. Ms. ******* has over 600 sq ft of this material installed with no issue.  The area of her concern covers approximately six to eight square feet.    Again, as mentioned numerous times, Carpet One has never rescinded the offer to address the area in the kitchen.  Ms. ******* is the one who has rejected this offer.
  
   Thank you for your attention to this matter.
  

• Initial Complaint

  01/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Ever since our luxury vinyl plank flooring and carpet were initially installed by Carpet One Grove City on July 25-26, 2019, there have been ongoing issues of the planks cracking, lifting and splitting/peeling/breaking apart, as well as gaps forming between several planks in multiple areas. Also, the carpet is prematurely matted/worn down in many areas, even after following the suggested cleaning intervals. We do acknowledge that Carpet One did come to replace many areas of planks 2-3 times already to attempt to correct these issues, however we are still continuing to experience the same problems in the same areas. Beginning in March 2022, we attempted to contact the Company multiple times (including telephone calls and visiting the store) without any resolve to our concerns. In an eventual response regarding these issues, Ed S***** from Carpet One Grove City claims the main cause of these issues is due to uneven subflooring or “subfloor movement”. At no point during the initial, or subsequent, installations, was there any mention or discussion by the install crew or Mr. S***** of the subfloor being uneven or damaged. Mr. S***** also states that the workmanship/labor of his product was only covered “for 1 year due to this being a residential commodity installation”, but ultimately “412 square feet of the planking was replaced after this 1 year”, still with the same problems. We were never told by Carpet One Grove City that the labor/workmanship warranty was only for 1 year, just that the product was covered by a 25-year warranty. We are hereby requesting to be refunded the amount of $4,608.66 (the total quoted price of the vinyl planks, installation/labor and other materials costs, foregoing the carpeting), or at least the amount of $2,433.73 (the total quoted price for the luxury vinyl plank materials cost, minus labor/installation), in order to replace our LVP flooring through another company. Thank you for your time and consideration,

  Business response

  01/30/2023

  This order was placed 7/19/2019 and completed 9/20/19.  We have products that have warranties in place from 1 year workmanship, 5 years manufacturers for commodity products and up to 10 years workmanship, 25 years manufacturing for proprietary products.  Each of the products purchased under this contract was commodity based therefore the workmanship warranty was for 1 year.  The home was undergoing some repairs but was determined to be acceptable for the floating waterproof luxury vinyl tile to be installed over the existing plywood in the elevated kitchen and concrete floor on the first level and two bathrooms on the upper level.  In October of 2019 a complaint was filed and inspected;  a stair nosing has loosened and three of the planks in the kitchen had separated slightly, approximately 1/32 of an inch.  It was noted, photographed and documented that the plywood at the edge of the stair case had tilted slightly since the original installation.  The only explanation was moisture from the crawl space/basement was being trapped causing some movement of the original plywood.  The stair nose was re-glued in place, however, a few more plank gaps were reported 5/20/20 and additional cosmetics were performed.  On 8/4/2020, the customer complained once again about plank movement so I requested additional information from the manufacturer.  They explained the only two reasons the locking system of the material can release is due to subfloor movement or excessive hydraulics such as a flood.  A claim representatives inspected a sample of which no manufacturing defects were found.  At this time the homeowner and I discussed estimating for and installing a new subfloor which was rejected.   In the interest of customer service, Carpet One removed the planks and replaced 412 square feet from a completely different run of material in the kitchen at our expense on 8/25/2020 even though their original workmanship warranty had expired.  The customer complained again on 4/18/22 (15 months later) that the stair nose had worked one plank loose due to the subfloor tilting and one plank in the kitchen had separated.  Since more attempted repairs were simply off putting the real problem Carpet One offered to remove and reset the tile one last time if they would agree to pay for a new subfloor to be installed.  They rejected this offer which closed the claim from our position.
  
  Their complaint about the carpet is the first we’ve heard about it.  Nothing has been registered or filed up to this point. To file a complaint with the associated manufacturer, a professional cleaning receipt must be tendered at the time of registration with the manufacturer.  Once tendered, an independent representative will be dispatched for final determination and the decision is theirs alone.  Carpet One does not accept or adapt any manufacturers warranties as one of our own. WE have not received any contact from the customer regarding the wear of the carpet nor have we received any cleaning documentation.  A manufacturer will not initiate a claim for carpet wear without proof of professional cleaning. 

  We have full documentation and photographs of this entire process.  As mentioned, Carpet One is willing to remove the existing vinyl plank flooring and reinstall it if the homeowner agrees to pay for a new underlayment that should eliminate the existing issues they are experiencing.  If a new underlayment is NOT installed, the same issues will continue to occur.  Regardless of whether Carpet One performs the replacement or another company completes.
  

  Customer response

  02/04/2023

  Mr. Ed S***** from Carpet One Grove City claims the main cause of these issues is due to uneven subflooring or “subfloor movement”, especially at the edge of the top step leading from our kitchen down to the living room, which is where a stair nose piece was installed that worked loose multiple times.  He claims that the subfloor is uneven/tilted there “due to moisture from the crawlspace under the living room” thereby allowing for gapping and cracking of the planks.  This is impossible because the underneath of this staircase is covered by drywall, and is not even located above the encapsulated crawlspace, so no moisture would be able to contact or cause any movement of the subfloor.  We were also never in discussion about replacing or repairing any existing subfloor, which Mr. S***** claims his Company offered, “but we rejected”. He never provided us any quote or estimate on the cost of the subfloor repair or replacement. Also, at no point during the initial, or subsequent, installations, was there any mention or discussion by the install crew or Mr. S***** of the subfloor being uneven or damaged.
  
  Regards,
  
  ***** ********

  Business response

  07/10/2023

  7.10.2023 Edward S***** called BBB stating that he is meeting with consumer later today and they have worked out settlement that consumer will pay for subflooring.

  Customer response

  08/07/2023

  I accept the business's response to resolve this complaint. However, we are still waiting to hear back from Carpet One about when the contractor for the subfloor will be visiting our home to provide an estimate on the subfloor repair, and this has been nearly a month.
  Regards,
  
  ***** ********

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