ComplaintsforStonemark Flooring

• Initial Complaint

  11/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid over $2500 in upgrading my carpet and padding when I purchased my new build home. However, the quality of the carpet and padding is absolutely terrible. The padding had bubbled up underneath my carpet (yes they came and cut it out and restapled it). It feels like you are walking on concrete. The carpet fibers are not dense and you can easily see the nylon (bottom part) of the carpet and it feels hard and sharp when you walk on the carpet. They refuse to allow me to switch the carpet to a better quality carpet. They are putting the blame on the manufacturer and want to cut my carpet and cause an area of defect to "test it for quality control". This is unnecessary and no matter what their results are this carpet is clearly very poor quality and the money I paid for the upgrade is unacceptable. I have delayed delivery of my bedroom furniture so the carpet can be easily changed however they are extending this process and delaying it in coming up with a resolution. Stonemark is the company that was paid to do my carpeting so why are they backing off and having me deal with the manufacturer? They should come change my carpet and they can deal with the manufacturer themselves and not put their customer through this.

  Business response

  12/26/2022

  Business Response /* (1000, 6, 2022/11/29) */ RE: We received a complaint # XXXXXXXX on your business External Inbox Allison ****** <**********@bbb-email.org> Attachments Wed, Nov 23, 2:06 PM (6 days ago) to ************@bbb-email.org Hi Lisa, We are in receipt of complaint notice dated November 22nd, 2022 regarding the above referenced matter. We would like to take the opportunity to explain our side of the complaint. First and foremost, we work for the builder to install carpeting and pad manufactured by Shaw and others, and are not contracted with the Customer. Mariam ***** purchased her home from NV Homes. Her complaint should be with NV Homes. We have absolutely no contracted or financial obligation to NV Homes customers. Our contract with NV Homes provides workmanship and installation warranty for one year from installation. Installation occurred on 1/12/2022. In regard to customer concern, a manufacturing claim has been issued with the chief complaint: Customer has concerns with overall quality of carpet. Fibers are crunchy and hard versus plush. High grade product with low grade quality. On-Site Inspection Requested. In receipt of the submitted claim, Shaw requested a sample for further testing. Stonemark initiated material procurement and scheduling with the customer to complete this request. After further review, as of 11/22, Shaw has offered the customer a credit for material costs only. There is no record of quality concerns documented against original installation and in lieu of testing further, credit option has been offered. The customer has been notified of this offer as of 11/23/2022. At this time, we are working directly with the manufacturer of the product as the concerns are related to the product itself, not the installation. Our office is trying to act as a facilitator to assist your complainant, Mariam *****, pursue her claim with Shaw and subsequently Mohawk regarding the pad. Stonemark is absolutely willing to assist in this matter however will follow manufacturing protocol for claims processing a product concern. We kindly ask that you remove any negative comments from our BBB profile, since we have in no way failed to meet any of our contracted obligations, and in fact are trying to assist. Regards, Allison ****** Stonemark Flooring Consumer Response /* (3000, 8, 2022/11/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did contact NV homes/builder and they referred me to Stonemark as they were the ones that installed the carpet and padding which I've had issues with. They are just bouncing me around and each blaming the other and leaving the customer frustrated and without any help or resolution. There are nails sticking out from the carpet as their installation was done so poorly and I cut my foot badly by stepping on the nail last week and suffered tremendous amount of pain. I've had issues with the padding where it bubbled up and Stonemark just came and cut it out and restapled it. The carpet shows that there are barely any fibers and you are basically walking on the nylon part of the carpet (the bottom part). You can see in the photo attached the plastic part of the carpet and also the nail poking through. I demand they refund me for the carpet, padding and installation which were all done poorly. I paid a total of $2500 and am requesting full refund. Business Response /* (4000, 12, 2022/12/06) */ Manufacturing complaints/claims are being processed as indicated in original response. Outstanding issues include padding. The installation company will follow manufacturing protocols to assess/test and submit for manufacturing review. Customer request for compensation are a matter to be discussed with the builder. The payments remitted towards original installation were not paid to Stonemark Flooring. This issue has been relayed to the builder to address further. Consumer Response /* (4200, 14, 2022/12/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) Still no resolution after months of filing with the builder and installer. Have not received refund requested for poor installation, padding and carpet. Business Response /* (4000, 16, 2022/12/12) */ LC 12/12/2022- BBB asks that the consumer advise if this business was a subcontractor. If so, this complaint should be filed against the builder for a refund....as that who monies were paid to. Consumer Response /* (4200, 18, 2022/12/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have contacted the builder. I will leave this case open until the builder and Stonemark whom my builder purchased from come to a resolution.

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