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Complaint Details
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Initial Complaint
07/24/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
New carpet was installed in our offices in December, 2023. Nearly immediately after installation, we noticed the seams were coming apart and snags were appearing throughout the office. We contacted CarpetOne who sent the installers back. They trimmed snags and resealed the seams. We notified CarpetOne that the seams were still not right and were continuing to snag. They told us they were not sending anyone back -- basically we were told to live with it. Two inspectors (one from CarpetOne and one we hired) noted issues with the seams and snags. We requested that CarpetOne replace the carpeting due to defective installation. They have refused. My complaint is with the installation which is very poor. We would like the carpet replaced -- with a correct installation this time. We also want either compensation for our personnel to move all of the furniture out of the offices and back or CarpetOne to provide personnel for that. If the work cannot be accomplished over a weekend, we would seek compensation for lost time in our offices as well.
Business response
07/24/2024
*************************** works for ****** Communication and the order was written to ****** Communication. ******* is not the end user but works at ****** Communication.
With regards the complaint, the manufacturer, Engineered Floors, sent out a certified independent inspector to address the concerns with the carpet. Based on the inspection report, there were no deficiencies with regards to the carpet or the installation. The snags were locally caused. The end user needs to contact their insurance company and turn in a claim as they damaged the carpet. ****** Communication has previously been informed of all of these findings. A copy of the independent inspection has been forwarded to you for your review.
Customer response
07/25/2024
I am rejecting this response because: Our use of the carpet did not cause the snags or the seams that are very visible. Defective installation is the reason the seams are visible. The snags appear where the seams are coming apart.Business response
07/25/2024
As was previously stated, a CERTIFIED INDEPENDENT INSPECTOR determined that there was no issue with the installation of the flooring and the independent testing lab proved there was no issue with the carpet. The inspection determined that the issue with the snagging was due to the customer. Nothing further will be done and this matter is closed.
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Get a QuoteCustomer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.