ComplaintsforRemnant City Inc.

• Initial Complaint

  02/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased carpet for a whole house we are putting up for sale. The house is unoccupied. The installers damaged the property. We just had the entire house painted 3-4 weeks prior to the carpet installation. There were numerous gouges and chips in the paint, and everywhere they touched now has to be cleaned. They damaged a tile and grout in the bathroom and left the thresh hold sticking up with the screw sticking out. Doors were removed and not rehung. We contacted the owner, Lisa, and her response was they could come out and look at it. We explained that we aren't comfortable with their employees doing any more work in our house, considering the way they left it initially, and that they time she suggested would not work for us as we would have to take time off work to accommodate them. We asked for compensation to pay our contractor to fix the damage and she has stopped replying to my emails. We paid $1600.00 for the installation alone. It's going to be over $500.00 to repaint, fix the bathroom tile, clean and rehang all the doors. We would like them to pay that since their installers caused this damage.

  Business response

  02/23/2022

  The ********** had carpet installed February 8, 2022 by one of our subcontractor's. On February 11, 2022 I received an email with pictures from ******** saying she had cracked grout, a nail sticking up that wasn't screwed into the threshold and a small amount of paint damage to a baseboard and was not happy. She wanted compensated. I responded right away saying we will send her installer back to repair any damage. She responded saying she didn't want that installer back to her house. I offered to send a different installer to repair her damages. She replied that they both work and can't take time off for an installer to come to her house. I responded we will make it work with her availability be it evening or weekend. She said she did not feel comfortable with anyone from our store in her house and wanted to be compensated $500 site unseen. To issue any refund someone would have to assess said damages. 

  By no means was she willing to accept any of Remnant City's policies to resolve her issue or damage to her property. She then said that she filed a complaint with the BBB and said that we will hear from her attorney if it is not resolved to her satisfaction. 

  Currently our attorney is working to resolve the issue. 

  Lisa T*******, owner

   

  Customer response

  02/23/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ******** ********

  The response is admitted in part and denied in part. By way of further explanation, we had carpet installed through Remnant City. It is admitted that their installers damaged our property. It is admitted they offered someone to come fix it, however, one time and date was offered, it is denied that multiple times were offered. It is denied that we were ever told it was a subcontractor. We never received or signed a contract stating it was a subcontractor doing the installation.  We were never told we could use a different installer or provide our own installation. We were told the installers would contact us to measure and would install the carpet on 2/8. They never came to measure until the morning they were supposed to install. It is admitted that we sent them some photographs of the damage. It is denied that those photographs represented all the damage. We informed them there was more paint damage than what was shown. In fact, there was 23 places of paint damage. It is admitted that we asked for a $500 refund. That is the amount that it cost us to fix their damage. It is admitted that we were not comfortable with their installers. performing the repairs for the damage they were responsible for. We did not receive another response from them until we told them we filed a complaint. Their response was if we retracted the complaint and and any negative reviews they would pay us $500. At that point we were not comfortable dealing with them because of their verbiage regarding the refund. I stated that I would review their offer with my attorney. My attorney drafted a new agreement, which was sent to them on 2/18. Leanna said she was fine with it and would sign anything but that she had to get approval from Lisa. This is the first response we have received since 2/18. We just want reimbursed for the damages. 

*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. ↩