ComplaintsforCarpet and Tile Mart

• Initial Complaint

  07/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The contractors damaged the baseboard and trim while installing my flooring. They claimed the wood was rotted and damaged from flooding that had occurred previously. That is not true because the house had been repainted within a few weeks prior to the flooring being installed, and there was nothing wrong with the baseboards and trim when the house was painted. And there was no water damage in the timeframe immediately after the house being painted and immediately before the flooring was installed. It was written in my contract that there could possibly be some minor scratches to the baseboard and trim. Holes in the baseboard and trim are not minor scratches. I contacted the store manager, who told me over the phone that the repairs to the baseboard and trim would be done at no charge to me. I followed up with him a couple days later and he told me that the contractor said the wood was rotten and brittle, and that if I expected them to fix it, I would have to pay for all of the materials and their labor. I refused. The store manager saw the before and after pictures. He also refused to address the fact that my furniture was damaged. These contractors also damaged my furniture when they put it back to its original location. They wrote on my furniture and chipped the front of it. I’m very glad I took pictures to prove all of this. They had to remove my toilet in order to install the bathroom flooring. They found a problem and refused to put the toilet back, even though they were asked multiple times to do so while a plumber was contacted to come fix the problem immediately.

  Business response

  07/30/2024

  For over 57 years we have strived to provide the best possible service, selection and value to our customers.  We thank *** ****** for her feedback on her installation and apologize that she is not happy with the end result.  We investigated *** *******s claim and learned the following.  

  When doing the tear out for the installation we learned that she had a leak from her toilet, which caused water damage to the subfloor and adjoining wall in the hallway.  *** elected to have our subcontractor tear out and install a new subfloor.  She did not ask for the base board to be replaced.  This agreement was between her and our subcontractor.  

  Our subcontractor took pictures, as well as *** to show the condition of her baseboard.  All pictures indicate that some of her baseboard was damaged by the leak.  All other areas, the baseboard had no issues.  The pictures clearly show some areas of the base were painted white while other baseboard remained a blue color and was not painted. The part that was not painted white was clearly damaged, prior to our installation.  

  The installation was performed as promised and *** ****** signed off on the customer completion form, indicating she was happy with the installation.  The subcontractor's pictures of the job completed, support the fact of a quality installation.  

  We do feel that our subcontractor does owe you a concession for the chipped shelving unit.  We would be happy to refund you $50.00, which is a fair value for this shelving unit, and back charge our subcontractor.  

  The subcontractor was not comfortable resetting the toilet, as an existing leak had taken place.  There was a good chance that your flange was unable to be reused, and they are not licensed to do plumbing work.  The subcontractor took the price of resetting your toilet off his bill.  

  The pictures you sent and the pictures from the subcontractor prior to installation CLEARLY show existing damage of your baseboard and subfloor which we cannot be held responsible for.  We offered to replace the water damage baseboard at an additional cost, but *** ****** declined.  *** however did pay to have the subfloor torn out and replaced.  

  In summary, we honored our contract with you and completed the installation.  Your claim for a refund for $7,376.58 is strongly denied.  Please contact the store for the $50.00 refund for the shelving unit damage.  

• Initial Complaint

  04/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Date of transaction:3/18/24 cost:$14,007.42. Expected to receive a properly installed floor according to luxury vinyl install standards. In front office noticed that the planks were not being properly distributed. Had very dark are in corner of room. Was told by installer to place a piece of furniture over it. He became very anxious when he thought he had to tear up the room and restart. I asked him”Aren’t you supposed to pull the out the floor planks so that the patterns don’t overlap.” The installer ***** replied “If I did that, I would be here forever” I asked him to please be mindful with his instillation moving forward and he said he would. Fast forward to the end , ***** was very respectable to my home and there was no damage to my surroundings. That was very important to me. So I did tip him and his helper. Unfortunately that was perceived as some kind of job acceptance or approval because someone somewhere found it acceptable to forge my husband signature on the customer completion form. My husband and I were never given the opportunity to inspect the finished product and sign off. After the installers left and I went about my cleaning the floors I found 2 damaged side by side boards and a horrible hap hazard instillation not warranted of $14,000. Unfortunately. ***** took little time or effort the place these boards. When I called Lorax, my salesperson **** asked why did we sign off on the job. That was when I realized my husband’s signature was forged. **** also said “why did I let the installer ***** install it the boards that way? “l replied,” I didn’t know part of my hiring you came with me being a foreman for the job.” **** offered a core tech mill representative to come assess our floor for the instillation, but since the forged document situation has ceased all communication. I am looking for financial retribution for the quality of floor I received and not have to rack up additional bills through litigation for either party.

  Business response

  04/12/2024

  For over 57 years we have strived to provide the best possible service, selection, and value to our customers.  We thank ***** ***** for her feedback and apologize that she is not happy.  After investigating the claim, we learned the following.

  The LVP installation and prep took place Monday - Thursday.  ***** was present during the installation process.  

  At one point, ***** stopped the installation process citing she didn't like how the floor was blended.  The installers waited an hour for the husband to weigh in and he said it was fine and to continue.  The installers worked out of 3-4 cartons and modeled the floor properly, as the pictures from ***** represent.  ***** was told "now is the time if you want it changed" after the husband's approval the installation was completed. 

  The floor installation was completed on Thursday.  Our installer was completing the trim work for hours on Friday.  ***** had to opportunity for hours on Friday while the installer was there completing the trims, to see bring up concerns and never did.  ***** had plenty of time to inspect and review the installation Thursday evening and all-day Friday with the installer.  In fact, the installers were "tipped" extra cash for the quality of the work, and respect they showed in *****'s home.  

  We cannot speak to the signature on the customer completion form as we were not present with the subcontractor.  We certainly will address this with the subcontractor as only our customers are to sign them.  We have multiple signatures from you on our checklists, the contract (quote) and the reserve initial receipt and none of them really look the same.  

  It doesn't change the fact that you have a 2-year warrantee on the labor, and we will assist if you have a product warrantee with the manufacturer.  If there are damaged planks, we will repair them.  The photos show glue from the packaging on the surface of the LVP which can be scrapped off.  We are happy to come out and address these planks.  

  The claim that you should get all your money back AND keep the floor, is denied.  We fulfilled our legal contract with you and are prepared to back our warrantees and complete any legitimate repairs.  The floor was installed properly and was approved to proceed by you (husband).   

  Customer response

  04/21/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below. **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered. In response to the follow up I received, let me reply with the following:I did not stop the installation process at any time.  My husband allowed them to proceed without tearing up the front office and starting over because yes we were going to put a piece of furniture over that darkened unblended area of that part of the room. He felt no reason to set back the workers for an area that wasn't a focal point of the room. As for the workers waiting an hour for my husband to weigh in on the work in the front office, that had no impact on the workers as they continued to lay the planks throughout my house. At no time did I ever see either worker working from more than one open flooring box at a time when I would come downstairs.  The pattern match of my floor is evidence enough.  The responder claims I had hours to evaluate and inspect the flooring. I would have loved for this to be true. Considering all my furniture was covering the majority of the flooring and the only exposed flooring while the installers were present was the perimeter of all my rooms since they needed the space to install the trim.  My ability for inspection was not possible. Again, my observation of the poor blending was not noticed until furniture was moved back and cleaning took place on Friday evening / Saturday morning in which time I notified **** ***** at 1245 pm as noted in my phone records. We discussed I would be in to review my findings on Sunday due to my physical and emotional depletion with this whole situation.  It is not reasonable for anyone to accurately judge a complete floor replacement while the entire house is upside down.  The only inspection possible was the physical installation of the boards and trim which were both done very well.  The aesthetics of the board placement is the issue.So to shed some insight, this job was on a 1,350 Sq Ft area of floor. Demolition of vinyl and subfloor removal with a  saw took about 1 ?  days. (Monday-Tuesday) Planking install started at the end of day in the office and foyer Tuesday. Planking completed  early afternoon Thursday. Trim started Thursday  and completed Friday early afternoon.That left the installers installing the vinyl planking in less than 2 days.The installers left by 2pm on Friday. Flooring installation on this amount of square footage between 2 installers (one being new to the process) should have taken longer and that is why I have 6 of the same plank in one section, my living room has 15 wood knots in it while my dining room has maybe 2.  Please give me credit, I am intelligent enough to troubleshoot the ability to scratch off glue from a floor.  I question the integrity of your installer's focus and where his mind was when choosing my board placement and to miss these 2 obvious board defects. I guess you would like me to cover this as well with furniture? Finally, my claim to receive all my money back is false. My claim was to receive a partial refund in hopes to compensate myself so I can go out and get some area rugs to “cover up” your installer's poor judgment in plank placement. If this is something you dispute and have confidence in your installers performance, I would like you to proceed in your initial offer of sending a Coretech Mill rep out to assess and evaluate your installers work and to “scratch” of the glue that I am incompetent to do. My last request is for you to send to my husband's personal email all the “variances” of his signature that you claim to have. Forgery is not to be taken lightly and if that is the type of person you are receiving your feedback from , then I hope that  alone is all the merit my complaint needs.In closing, I was raised to respect hard work. Did the installers work hard and respect the work space? Yes. That is why they were tipped. So please do not question my kind intentions again or use it against me in this complaint case because it has no bearing on the situation at hand. It is not reflective of job acceptance, it is not a go ahead to forge a signature, it was recognition that they did work hard and not cause damage to my house. In closing, I was raised to respect hard work. Did the installers work hard and respect the work space? Yes. That is why they were tipped. So please do not question my kind intentions again or use it against me in this complaint case because it has no bearing on the situation at hand. It is not reflective of job acceptance, it is not a go ahead to forge a signature, it was recognition that they did work hard and not cause damage to my house. Regards, Complaint ID: 21545314      

  Business response

  04/29/2024

  After interviewing our subcontractor (installer) and your response it seems that they were told to proceed in the manner that they were working by your husband.  The installation of the different pictured planks is called modeling, and the installer indicates that is exactly what he did.  If you wanted them in a particular order, then you could have instructed them as they completed the installation, but this was not done.  The installer distinctly remembers saying this is the time to tell me if you don't like it but was told to proceed.  They were not asked to stop at any point during the rest of the installation.  

  We offered to send the installer out to repair (inspect) the two planks you question, and we were turned down.  

  We will be happy to send out the Coretec Representative as you request.  **** ******* our store manager will facilitate the visit.  

  We are also happy to hear that you did not want all of your money back.  

  Once the inspection of the mill Coretec is completed we can consider helping you with some in stock area rugs.

   

• Initial Complaint

  03/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I picked out a wood flooring and went off a picture on there show room floor , I took a picture of there sample when the installation was being started I noticed that the flooring was not the same as the picture . I had them stop installing it called the store and asked what went wrong . I went into the store and talked to the sales person he said that the picture was computer generated and said so in fine print . It actually said it was a picture of the actual floor then they said is it the same lighting in my kitchen As the studio the picture was taken I said if lighting can change blonde to dark gray that they need new lighting. I was told that they would not help me and that the flooring was mine to pick up at there store I asked about the installation charge and he said good luck with that , I could contact corporate and get it from them . Looked for a number for there corporate office after I asked for it from the manager he would not give it to me .

  Business response

  03/13/2024

  For over 57 years we have strived to provide the best possible service, selection, and value to our customers.  We thank Ernest ******* for his feedback and apologize that he is not happy with our service level.  After investigated the claim we learned the following.
  Mr. ******* came in and review several samples of LVP (luxury vinyl planking).  While the salesperson was showing him the options he said, “this one is interesting” and then viewed the room scene on the back of the board.  Mr. ****** took a picture of the room scene on the back of the board.  The room scene picture has a disclaimer “please note installed flooring may vary from provided image or sample”. 
  Mr. ******* decided on a special order LVP and completed the purchase of the product with installation.  On the front of Mr. ******* receipt right under the product is says “***Special Order Item. No returns or exchanges.*** The terms and conditions of the sale are on the back of Mr. *******’s receipt and also states that special orders are not returnable. 
  On the day of installation Mr. ******* indicated that he did not like the product, and it was not what he ordered.  We took the product back to the store and compared his product to the display and it matched perfectly.  Mr. ******* got what he ordered. 
  When Mr. ******* asked for a full refund with our store manager, our store manager explained that special orders are not returnable.  As a customer service gesture, our store manager called the manufacturer and asked for a favor to take the special order back.  They said they would with a 25% restocking fee and paying the freight costs.  Our store manager explained this to Mr. ******* and was hung up on, when on the phone.
  Although our store manager tried to help Mr. *******, Mr. ******* became unprofessional, used foul language, threatened our store manager, and came completely unhinged.  Mr. *******’s behavior was inexcusable and extremely disappointing.
  Mr. ******* did choose to make a sign in protest and parked near our store.  Our store manager explained that he can not be on our property while standing 1 foot from his truck. He lunged at him from the driver’s side of his truck to the passenger side and in doing so, made physical contact with our store manager.  At that point, OUR store manager called the police.  Mr. ******* was not the one that called the police.  The physical contact was witnessed by another employee.  We wont even go into the details of Mr. ******* vulgar tirade and his unacceptable behavior. 
  Our position as a company is as follows:
  We will provide a full refund of the labor portion of the installation.  Although Mr. ******* purchased special order goods which are not returnable, we will provide a refund of the product cost less a 25% restocking fee and freight costs.  

  Customer response

  03/14/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below. **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered. The story carpet mart wove is far from the truthI never asked for a refund , I asked for the flooringI ordered (that was in the picture they had on display) the picture was in color and very vivid. The flooring I received was not even close meaning the color was wrong. The manager was unhelpful and demeaning to me talked down to me like I didn’t know the difference between light color and dark color. At every turn when I proved him wrong he would come up with another excuse (lie) . I am owed 1 thousand dollars this was agreed to by the vice president of the company, I fear going into this company would not end well the manager of this company has threatened me already . Thank you for your time and patience I hope people will read this and take warning . Regards, Complaint ID: 21421696    

  Business response

  03/20/2024

  We worked directly with Mr. ******* to address his concerns and completed the installation per his direction on his timeline.  

  He is extremely happy with the end result.  It is our hope that he reflects this in his response.  

• Initial Complaint

  02/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  DEAR BBB My name is ******* ** ******* I purchased a floor on APPROX 8/2018 and it did not last long before it started falling apart I was told it had to be replaced with a different type of floor a glue-down floor so I had no choice but to agree I am in a wheelchair I am an amputee and also legally blind and really could not afford it but I did not know what to do so it was installed about 6 months later it started delaminating coming apart so I called and they sent a man out but nothing happened so I had got sick and time went by in and out of the hospital finally I contacted them hat th again they came out and looked at it and told me that they would call me but I have not received a call, I DONOT KNOW WHAT TO DO PLEASE HELP ME IT ALSO LOOKS LIKE I WAS OVER CHARGED FOR EVERYTHING it is cutting my one foot up badly and my wheelchair went through a floor vent they closed off. THANK YOU DO GLAS

  Business response

  02/22/2024

  For over 57 years we have strived to provide the best possible service, selection, and value to our customers.  We thank Mr. ******* for bringing his concerns to us and apologize that he is not happy with his floors.  After investigating Mr. *******'s claim we learned the following.

  Original install 6/28/18 of LVP in main area of home.

  Full Replacement 9/9/19 of LVP in main area of home.  

  We emphasized the importance of protecting your floor from rolling loads with floor protectors.  Mr. ******* said he is and will do so. 

  11/4/23 - Email sent to Mr. ******* explaining that the 4-board repair would be done free of charge as requested, and to contact our store manager. 

  12/26/23 - Floor was inspected for a second time.  No floor protectors were present for a 2nd visit.  Subfloor was soft and swollen reflection locally caused issues with water that damaged the subfloor.  Black mold was also present reflecting water damage and past presence.  

  1/14/24 - Store Manager left another voice mail to discuss the situation.  No response.

  As a company we cannot control what takes place in the home. The floor was NOT protected as suggested (on multiple occasions) to extend the life of the floor using plastic floor protectors.  The subfloor in the home had so much moisture that it swelled and had mold.  This made your subfloor so unflat that it caused damage to your floor.  All of these issues are not covered by the manufacture's warrantee.   

  We regret to inform Mr. ******* that his claim of a full refund is denied from his purchase in June in 2018 and subsequent replacement in 2019. We attempted to communicate with Mr. *******, but he was nonresponsive.  

  Customer response

  02/27/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below. **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered. MY RESPONSE WILL BE MAILED , I AM PARTIALLY BLIND AND IT TAKES ME A LONG TIME TO WRIGHT SOMETHING  (I SENT SOME PICTURES)Dear BBB I have read the CARPET AND TILE MART response to my complaint. I do not remember it quite that way, also my sister lives down the street and she helps me out a lot. She read it and was lost for words and could not believe what they said. Here is what happened: I went out of the carpet and tile mart to look at pvc plank flooring and I did. The floor was measured and delivered. The installer showed up and removed the old floor and disposed of it. The sub floor was prepared and checked for moisture that the man said it was good and the floor was laid and looked great for a while. A month or two later metal pieces were breaking off. I called the company, and the manager ***** came to the house and decided that a higher-grade floor was needed. IN ALL THIS TIME NOTHING WAS SAID ABOUT MY WHEELCHAIR OR FLOOR PRO TECTION. SO THAT WAS THGE 1ST FLOOR THAT THEY SAID THAT WAS THE FLOOR THAT WAS NEEDED this is from a company that has been in business for 53 years.THE 2ND floor was laid, completed, and looked good. A few months later I started to see the joints opening like the floor was laid loose and could see the black glue not black mold and the corners started sticking up and delaminating badly and cutting my foot. I called again before Christmas they came out, took pictures, and started jumping up and down and pushing the planks back together with their feet and I did not say anything. He started to say it should be replaced with linoleum and said I would get a call in one week; I waited one month NO CALL, and I am home 24HRS. a day. I am an amputee and cannot drive. SO, MY DEAR BBB THAT IS HOW IT HAPPENED. THE RESON I BOUGHT THIS TYPE OF PLANK FLOOR WAS BECAUSE YOU SEE IT EVERY WHERE WITH NO PROTECTION                                                                                                                     Sincerely,                       

  Business response

  03/05/2024

  We regret that ******* ******* doesn't like our response to his claim from 2019.  We inspected his home (on 2 occasions) and it was determined on both inspections that the problems he is experiencing to his floor are due to locally caused issues.  Issues that we have no control over, and that are not covered by product warrantees.  The subfloor in particular has expanded which is causing some of these issues.  

  We must deny his claim for a full refund of his purchase.  

• Initial Complaint

  01/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date :2022 Grout cost: around $100 Handyman cost : 3,000.00 I bought my grout and my time from this business. they said that it has a 15 years warranty on it, it will not stain or change color. I asked them if I should seal my floor to make sure it will not stain, they said to just mix the powder with the solution they gave me and the grout will stay white for 15 years. My contractor suggested applying sealer on top of the grout , I contacted them but they insisted that their grout will stay white for 15 years. I informed my contractor to follow their instructions for not loosing my warranty. The tile started to stain couple weeks after and i started my negotiation with them until now where they refused to compensate me so i can remove all this dirty grout and replace it with a new one.

  Business response

  01/29/2024

  For over 57 years we have strived to provide the best possible service, selection, and value to our customers.  We thank  ******** ****** for bringing her concerns to our attention and apologize that she is not happy with her grout purchase.  After investigating ********'s concerns, we learned the following.

  The grout was not mixed or installed by Lomax Carpet and Tile Mart.

  Per the terms and conditions of the sale (back of your receipt), Lomax Carpet and Tile Mart does not take responsibility for any labor costs when we did not perform the mixing or installation of the grout.  

  Lomax Carpet and Tile Mart cannot control what takes place in the home and does not warrantee locally caused issues in the home.  We cannot be held responsible for what spills take place in the home or the chemicals or processes a customer follows to maintain their grout.  

  The pictures provided show a countertop and backsplash installation.  That 90-degree angle must be caulked and not grouted.  This is an installation error, and not a product failure.  

  As a customer service gesture, we offered a grout colorant to stain and seal the grout to the color ******** wants, free of charge.  Our offer remains.

  We deny the claim that we are responsible for any labor as we had nothing to do with the grout mixing and installation.  

  If ******** wants to take advantage of the grout colorant, she can reach out to our store directly.

  Customer response

  02/15/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below. **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered. Dear Sir,What the supplier stated in their answer is not correct, they are stating that they did not mix and install the grout and they cannot know what chemical is used on the floor. They are playing games as they said to me that I have 15 years warranty on the grout regardless if they mixed it and put it on the floor or not. They provided me with the solution that the contractor should mix the grout with and he followed the instructions they provided us step by step.When I asked them if I should cover my floor with a sealer, they said definitely not because this solution they gave us has sealer in it. As for the backsplash, they informed us to use the grout only with no sealer or silicone on top of it.This supplier is playing games to trick the customer and get away with their responsibility . consumers are confused how to proceed, if we added any sealer or silicone on top of the grout and anything wrong happened , they would say , we informed you not to use anything not approved by us and if we follow exactly their instructions, they will say it is an installation problem because they did not install it. They are playing games to get away with this.As for Chemicals used on the floor , i used water and vinegar to clean my house and they said it is ok, but even if i am using any detergent from the market , it should be fine and safe or it would not be still in the market. if there is any specific one that might damage their grout , they should inform the customer , I cannot just guess.Anyways it is not a chemical issue as some spots under the kitchen island are still white compared to the spots of high traffic.I appreciate you giving this matter your highest attention because suppliers are commiting fraud on customers and people can do nothing with them because, either, you use them for installation and they will charge you a fortune or they just sell us damaged products and get away from their responsibilities by making nonsense excuses.why hidden spots are white and high traffic spots are black.I rely on your kind assistance on this matter to give them a lesson to not trick people and commit fraud . Regards, Complaint ID: 21204036    

  Business response

  02/15/2024

  We have sold these products for many years.  We have had no other claims for any of the products that were purchased.  We offered a solution at our expense called grout colorant and are still willing to provide free of charge.  We had nothing to do with the mixing or installation of the grout, so we cannot honor any labor claims of any kind.  

  Perhaps you could consider that the person who did the mixing and installation did something wrong.  Vinegar should not be used when cleaning your grout.  It is unfair to place blame on us for things that we have no control over.  

   

• Initial Complaint

  10/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I enter a contract with Air Carpet Mart and tile to replace my second story flooring in November 2021. To do date they have not completed the job. They responded to my house in the last couple of years numerous time to complete the job which has not happened yet. The initial install date the cut all the flooring pieces in my master bedroom which caused my house to be covered with saw dust. During the installing there were several pieces of the flooring damaged by the installers. I was told to put blue tape on all the imperfect areas. I did as the requested. Several months later they return but the problems were corrected because they didn't have the right material or enough material. I found several spots on the floor that were buckling in the seams. I advised them of this, and they alleged it was water damage but agreed to fix same. I advised them that they forgot to put the molding down in the area of the base boards. When the came back to my house several more times to fix the problems, which to date has not been corrected. I would have to call them to see when they were going to correct all my issues. They would schedule a date and time then not show after I had taken off work for them to fix the issues. ****** was their main installer who I contacted frequently about the issues. He would always get a date to return but most times cancel or just no show. My last communications with ****** was on August 19, 2023, he advised he was in Dominican Republic. I have all the text communications where he provided excuse after excuse as to why the work hasn't been completed. I will provide a photo of the last couple of communications with ******. I am just seeking my money back so I can have someone come in and fix their screw up. This has been a total nightmare working with this company. I have two different color molding strips because they couldn't fine the same molding they put down initially.

  Business response

  10/19/2023

  For over 57 years we have strived to provide the best possible service, selection, and value to our customers.  We thank ******* ******* for bringing his concerns to our attention and apologize that his project has not been completed. We do thousands of installations each year and almost all of them go perfectly, so it is disappointing to learn that we did not complete his project.  Upon investigating the Mr. *******'s claim, we learned the following.  

  There was trim work that Mr. ******* wanted to be redone as he did not like how the laminate looked against his banister.  

  There were some planks that had some water damage after use, that needed to be repaired.  We agreed to do so, as a customer service gesture.

  The product purchased has been discontinued for quite some time.  It took months to secure this discontinued product for the repairs as well as coordinating trims for Mr. *******'s request.  

  The installer / Subcontractor we assumed had completed the repair, when in fact it had not been.  This is NOT acceptable, and we sincerely apologize that our team did not follow through to ensure your project was completed.  

  We stand by our installations and will correct these problems.  Our store manager has already contacted Mr. ******* to inspect his floors (today) and will personally ensure that Mr. ******* is satisfied.  

  Customer response

  10/26/2023

  Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below. **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered. Good afternoon,I am seeking a resolution from Air Carpet Mart and Tile. They had a representative respond to my house on October 25, 2023.  The representative was shown all the imperfections,  the unfinished molding and the different color molding. The representative took photos and notes and said he would provide the information to his boss. Then he would let me know the next step. I advised him I was seeking a total refund since it been almost 3 years and the work has not been completed. I further advised him I didn't want Air Carpet back in my house. I would prefer to have someone else fix all their mistakes. I would greatly appreciate it if BBB help me with this process. I have several text messages from their contractor acknowledging the work has been completed.Thanks in advance for all your help. Regards, Complaint ID: 20746337    

  Business response

  11/07/2023

  Once we learned of Mr. *******'s concerns, we immediately sent out Store Manager to inspect and take photos of the floor.  

  We offered to repair the floor even though some of the issues are locally caused by conditions in the home (water damage to the laminate floor).  Mr. ******* refused to allow us to address these repairs.

  For a FULL refund to take place, we need to have his floor inspected by an independent inspector to determine if it is a product issue, an installation issue or if the damage was locally caused.  This is a standard practice in the flooring industry for claims to be made on his behalf for the product by the manufacturer.  We offered to do this at our expense.  Mr. ******* again, refused to allow an independent inspector to come into his home.  

  Since Mr. ******* will not allow us to enter his home OR have his floor inspected by an independent inspector, we cannot help him.  Mr. ******* claim for a full refund is denied.  

  If he chooses to change his position, we can reconsider.  

   

• Initial Complaint

  07/10/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Date of Initial Contract: 9/14/22 (Millsboro, DE Store) Date of Work: 11/17/22 Money Paid to Business: $7141.50 Business Agreement: Replacement of floor on one level of townhouse with "luxury vinyl flooring" to include two stair landings and 4 stairs. Dispute: Work was estimated to take one week, but was "completed" in one day with a second day scheduled to finish the job. Now 10 months after contract, work still not completed any more than the first day. Contractors have not arrived for scheduled appointments on four occasions. No contact from business unless I go in person to complain. Work that was completed either needs repair or replacement, and areas where it was not completed were left as an eyesore with exposed building pieces (pictures attached). Store sent a contractor to assess the previous work done, and he noted several problems. Approximately halfway into this ordeal, the store provided a $500 refund to appease my complaints, which does not nearly cover what I have been subjected to. I have attached a refund demand letter that was hand delivered to "****** ******** - Office Manager" on 6/14/23 at 2:30pm. Millsboro Store Manager *** ****** responded to the letter via email, which is also attached. Mr. ****** offered to send a third contractor to my residence to complete the work with no refund, and other than an apology and declaration of their vast flooring experience, did not address the issue further. I responded by explaining that his solution did not meet the magnitude of their shortcomings, and I did not receive a response. It has been nine days since the "deadline" listed on the letter to reach a resolution, and I have not been contacted or received a refund. Please see the attached letter for full details. I am seeking a refund, and for the work to be repaired/completed. I am willing to meet in the middle, meaning work completed/repaired and a partial refund to compensate for the experience and end the matter with no further action.

  Business response

  07/11/2023

  For over 56 years we have strived to provide the best possible service, selection, and value to our customers.  We thank ***** ****** for bringing his concerns to our attention and apologize for the extreme delays and inconvenience of his installation.  After investigating ***** ******'s claim we learned the following.

  The subcontractor that was used for *****'s installation had been with us for over 20 years and had a stellar record of quality installations for our company.  Unexplainably, he abandoned the job, and unknown to us, was not communicating with ***** ****** for quite some time.  None of these issues were ***** ******s responsibility.  

  We did attempt to complete the installation with another contractor, who injured his back, which even further delayed the completion of the installation.  Again, this is our responsibility and not that of **** ******.

  We provided a $500.00 refund for the inconvenience and time lost to ***** ******.

  Our store manager *** ****** has been attempting to communicate with ***** Leiber to complete the installation and repair anything that needs to be addressed.  

  We once again are very sorry for the inconvenience and as a company want to make sure ***** ****** is satisfied.  

  While we do thousands of installations each year, unfortunately this one was extremely unacceptable, and we have taken action to remove this rogue installer.  

  Our position as a company is to complete the installation and repairs to ***** ******'s satisfaction as ***** requested.  We also want to make it right, by providing another refund of $1,000 ($1,500 in total, over 20%) once all repairs are completed.

  We will instruct our store manager *** ****** to contact ***** ****** directly to coordinate the completion of his project at his convenience.  

  Customer response

  07/25/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and find that this resolution is satisfactory to me. 

  Regards,

  Complaint ID: 20298061
  

   

   

   

• Initial Complaint

  09/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My wife and I ordered carpet from Carpet & Tile Mart. Directly after installation we saw a major issue as the seam was blatantly visible. A couple days later the install crew returned to fix the issue which no success. They recognized there was an issue but said it was an issue with the way the carpet was made. Later a rep from the store came out to take photos and also said there was an issue and he believes it is an issue with the carpet. After the mill provided their "report" we got a call from the store manager stating "the mill did not see an issue and there is nothing he can do for us". I do not accept this as everyone who walks into this room says "what happened to the carpet" Timeline 10-May-22: My wife and I ordered carpet from Carpet & Tile Mart, Lancaster 5-Aug-22: Carpet was installed 6-Aug-22: My wife called the store saying that we are not happy with the install as the seam is visible 11-Aug-22: Install crew returned to "fix the carpet". After several hours they said there is something wrong with the carpet itself and it cannot be fixed. 23-Aug-22: Adam from carpet & tile mart came out to inspect. Said it is absolutely a mill issue. 4-Sep-22: Told it was a "mill claim" and I can expect a call from the store manager the next day (5-Sep-22) 5-Sep-22: No call 8-Sep-22: Mill rep (****) came out to take picture. Said "I cannot say much but I see some areas of concern" 16-Sep-22: Call stating they have not heard from the mill yet. 20-Sep-22: Call from store manager saying "the mill didn't find anything and there is nothing we can do for you"

  Business response

  09/27/2022

  RE:  ******* ***** Complaint

   

  For over 55 years we have strived to provide the best possible service, selection, and value to our customers.  We thank ******* ***** for bringing their concerns to our attention and apologize that they are not happy with the seam of their carpet installation.  After investigating the claim we learned the following.

  Our store manager has been involved and has been addressing the claim from ******* *****.

  We repaired the carpet seam and when ******* ***** vacuumed the carpet, part of the seam failed.  

  We did send out a Carpet Mill representative to inspect the carpet and the seam.  The representative found no problems with the carpet or the seam (prior to it being damaged with the vacuum).  

  Due to the size of ******* *****'s room a carpet seam must present.  We are extremely clear that carpet seams are NOT INVISIBILE on our contract and checklists that ******* ***** signed.  Do to the style of carpeting that ******* ***** selected- low profile with loops the seam will be more evident.  Even a carpet that has a cut pile with a higher profile can show seams.  This is the nature of carpeting. We fear that ******* ***** regrets their selection of a low profile carpet where a seam will be more evident.  

  Our offer to come out and repair the seam (we have the right to repair per our contract) still stands.  We will be happy to schedule the repair, once we resolve the charge back of the payment to us by ******* *****.  

  Customer response

  10/02/2022

  Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.Admittedly I am not an expert on carpet or installation of carpet, however, as previously stated three individuals who work in the industry stated there is something wrong and the seam is NOT NORMAL. These individuals include the installer, a carpetmart employee, and the independent inspector sent by the mill. Since we have now established there is something wrong and this is not normal I think we can take "buyer's remorse" off the table but kudos on trying to put the ownus on the customer's, real class act. I believe this leaves only two options as the potential cause of the abnormally visible seam, poor installation or an issue with the carpet itself. The mill sent a independent inspector who, again said "there are areas of concern" and since the mill declined to fix it I would assume that the report placed blame on the installers. The installers have already attempted to fix the seam once, upon their departure they said they need to file a claim to the mill because there is something wrong with the carpet. After getting the report from the mill the manager, Todd, said "There is nothing  else that can be done." My wife asked for clarification twice, there were no alternatives offered...after this experience I have exactly zero confidence that the installers or carpetmart will be able to repair the carpet. The only fix that I will accept is full replacement. This can be done by carpetmart or someone else, your choice. Either way in the future my business will be taken elsewhere.Regards, Complaint ID: 18051999    

  Business response

  12/30/2022

   

   

  ***  *********
  
  We did reach out to ***** to learn who you were and finally realized that the ***** BBB complaint is the same situation (it wasn't purchased under Hess).  We also learned this from the voice mail you left the other day.  Our position as a company was, we would repair the seam (per our contract).  Typically, we leave all service issues and decisions to our store managers.  I do sincerely apologize that you are not happy with the seam and the work of our sub-contractor carpet installers.  After speaking with ***** and his thoughts on the matter, we have taken the following steps.
  
  **** **** is our carpet buyer and our expert with carpet and its installation.  **** has been with us for 40 years and has been asked to help solve this issue.
  **** reached out to the mill of that carpet (the folks that came and inspected it) and is waiting on a response from the General Manager of the mill.  We are expecting the get an answer from them this coming Monday or Tuesday.
  
  Once we hear from them, we will communicate what the solution will be.  **** **** will either call you or email you once we learn the solution. Unfortunately, with the holidays we are waiting on communication back from the mill, so I do apologize for the delay. 
  
  Have a Happy New Year’s.

• Initial Complaint

  08/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered 2 vinyl floors from Airbase Carpet Mart in New Castle, DE. The floors were to be installed on July 27th. In the meantime I kept getting calls from them asking questions that should have been on my order. Come to find out the salesperson did not include all of the items needed on my order, did not tell me there was an installation charge and totally screwed up my order. I talked to three people before my order was corrected. The floors were installed on the 27th of July. The one bathroom floor I ordered was all white. The floor looks gray with spots on it that look like dirty hands. I have talked to 3 managers and most of them never call you back. Finally the installer came out and said "this is the way the floor looks when installed." I have told them I am not happy with the floor and today one of the managers told me the salesmen sold me remnants and he was sick of me and was not going to replace my floor. Gave me a bunch on crap on the phone and told me to take responsibility for the floor. I went to this location depending on what I thought were professional floor people and for 4 weeks now have received no customer service whatsoever, been disrespected as a customer and have a horrible looking floor in one bathroom. Why would a company sell me remnants when according to them have hundreds of vinyl flooring to show me, which they did not.

  Business response

  08/23/2022

  RE: ****** ***** Complaint

   

  For over 56 years we have strived to provide the best possible service, selection, and value to our customers.  We thank ****** ***** for bringing her concerns to our attention and apologize that she is not happy with her sheet vinyl installation. We also apologize that you were not happy with the follow up of our sales associate or management team.  After investigating the matter, we learned the following.

  - The two color selections of sheet vinyl that were made by ****** ***** and installed, were indeed the colors she selected in the store and the colors that were on the signed contract.

  - When ****** brought up concerns of "spots of glue" coming through the vinyl, our subcontractor immediately contacted ****** and went out to clean it off.  During this process it was explained that glue can not transfer through the sheet vinyl and there were no traces of glue transferred to the surface of the glue from installation.  What ****** was pointing out to the subcontractor was indeed just the pattern of the vinyl which she selected in the store.  Our installer subcontractor used goof off to show ****** that this was the case.  

  - Our Store Manager **** ***** has been in contact with ****** *****.  

  - The price estimate provided in the store based on the customers information, to the final price after measurement was very close.  

  We regret that ****** is not happy with her selections, but we deny any claims of product defects or installation related issues with her installation. 

  If ****** is stating that she simply does not like the colors she selected and would like them replaced, we would be happy to do so.  We would accommodate this request at the lowest cost possible.  Please contact **** ***** if you would like to pursue this option.  

   

  Customer response

  09/01/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.  I selected a white floor not a gray floor with spots on it.  I found out later that this floor was a remnant.  When I asked the salesmen to show me white vinyl flooring he said they only had these 2.  When I talked with 4 managers (the last one being so rude I hung up on him), told me there were hundreds of vinyl flooring to choose from.  I talked with **** ***** one time then he went on vacation and I never heard from him again.  His boss told me a week ago that he would call me and he never did.  What this company fails to mention is that the original order was screwed up, 4 different managers did not return my calls for any given period and the last one degraded me and told me this was my fault and "he was sick of it."  There has no offer to fix or do anything by this company or management.  Most of this is a total lie.
  
  
  
  
  Regards,

  Complaint ID: 17746952

   

   

   

  Business response

  09/19/2022

  RE:  ****** ***** Complaint #17746952

   

  ****** ***** came into our New Castle, DE location and made another selection.  We replaced the vinyl floor pattern that ****** ***** found unacceptable, with her new selection, at no charge.

   

  On September 14th at 12:22 pm I received an email from ****** *****-

  "Tom just wanted to say thank you.  Chris' installers were here first thing this morning and replaced the bathroom flooring.  It looks amazing.  Also please thank ***** for me, he was very professional in helping me pick out another floor."

   

  We are happy to report that the ****** ***** complaint has been resolved to our customers satisfaction.

• Initial Complaint

  07/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I hired them to install a heated tile floor approx 600sq ft. It was close to $10,000 job. This was installed April 2019, within a few months around September the grout started chipping and cracking throughout the entire floor. From one side to the other random areas were affected. Called store the contractor came out told me it was bad grout and all needed to be replaced. Then heard nothing for months then Covid hit. Reconnected them March 2021 told me contractor nolonger works for them. Had to fight for them to come out, finally Install Manager came looked at it and told me not replacing all grout just lines chipping and cracking which he agreed was over 30% or more of floor. I told them unexceptable be told by contractor all needed replaced. Have not heard from them since.

  Business response

  07/08/2022

  Re: ***** ****** Complaint

   

  For over 55 years we have strived to provide the best possible service, selection, and value to our customers.  We thank Mr. ****** for bringing his concerns to our attention and apologize that he is not happy with the installation of the grout.  Please note that we took the following actions.

  We did come and inspect the job to learn the grout concerns MR. ****** had..  We learned that after that inspection that the primary problem was isolated to the addition area of the installation.  

  Our store Manager sent several emails (which can be provided) and made several phone calls from June - September in 2021.  None of these attempts were successful, and he did not get any response from Mr. ******.  

  Our intention has always been to address Mr. ******'s concerns and apologize that this was not followed up with after our attempts in the summer of 2021.  

  Our position does remain the same.  We will repair ALL of the grout from the original installation.  We will use the latest technology of grout (Mapei Flexi-color, Acrylic grout) when we re grout Mr. ******'s floor.  This grout never has to be sealed, is incredibly flexible and the color is always true.  We just need Mr. ****** to make a color selection for this process to take place.  WE will continue to call, or Mr. ****** can call us at ************ *** *** *** **** ***** to get the repair scheduled.  

   

   

   

*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. ↩