ComplaintsforDiamond Carpet & Flooring Installation

• Initial Complaint

  08/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I purchased new padding and carpet in Nov 2023 from **** at Diamond Flooring. He was friendly and helpful in the selection process. We had multiple issues with his contracted painting company and in addition, the order of carpet that came in had runs in it and could not be used, so almost half of the house was left with padding down, but no carpet on top. Carpet was eventually finished to the tune of $4224.18 (to which I overpaid $200 but can not address as I can't get a call back) and appeared beautiful, we did not however finish with his painting company. After a week or so, we had stepped on multiple carpet tacks on the stairs and contacted **** for a fix. It took multiple texts and over 2 weeks to get someone out for a 5 minute fix, to which **** attributed it to us not being available until after noon.After a few months, I noticed seams not going away, along with other things like flat spots on the edges of the stairs, lumps against the walls, and wear in certain spots developing quickly. On 7/2/24, I messaged **** and sent him photos. No response. I called him 7/5 and he questioned why I hadn't reported it sooner, to which I advised I had read that carpet can take time to break in and I was hoping issues may resolve, and he told me new carpet doesn't do that. He said he was busy and would call me when he was free to fix. After 2 weeks of silence, I emailed him. He responded saying he was still too busy and would call when he was free, never even trying to schedule me in. On 8/2, I messaged again for an update and still no response, Diamond Flooring advertises a 100% satisfaction guarantee or no pay, fast turn around time and a 15 month labor warranty. I'm not satisfied AT ALL, my warranty isn't being honored and it's been weeks. At this point I would like **** to honor his satisfaction guarantee with a full refund as this isn't the first time he has delayed repairs, depleting my warranty and this carpet/padding is not trending to last.

  Business response

  09/23/2024

  Hi , I am **** ***** -Owner of  Diamond Flooring Installation-  My records indicate that I replied to your system  on Sept 11-24  However, I do NOT see my response.

  At this point I am unsure on how to respond again because it appears that the system is no longer allowing me to do so.

  My repsond to the home owner is as  follows.

   

  The home owner called to complaint about some seams. I asked her if  they were coming apart, shes said no.   I explained that if they are not coming apart, then I would not be concerned about it.

  Now, this is a person that based on proven facts, , she likes to take advantage of contractors. We also provided a full home painting service and she made us not once but  TWICE to paint the full  home. On her behalf the fist time had some repairable issues on our end but she demanded to be painted again. So for the second time we painted the full home and she still was complaining about  several pre existing small marks  and therefore she decided not to pay a single dime for having her home painted 2 times.   

  I  can not take seriously a person that takes advantage of hard working people.   

  Now she is complaining  about  her carpet wearing faster.   I  will be happy to send an inspector to determine if it is a mill claim or not that is the  next step and once the independent inspector sets a report it could go 2 ways, 1 to replace the full carpet at no cost or No mill claim - he will have to  say why not -it is a standard practice- -   Please advise.  Respectfully,

   

  **** Ochoa 

  Customer response

  10/27/2024

  I am rejecting this response because: Rejecting this for a few reasons. The first being that **** is making this extremely personal by bringing my integrity into this saying that I am a person that "is proven" to not pay hard working contractors.  That I utilized his painters to paint my house not once, but twice and then refused to pay them.  I'm attaching a copy of all of my text messages from his ******* **** that show he voluntarily walked away and quit without pay.  Around page 7 you can see that the paint job was very poor and the conversation goes into him saying he'll come back to correct.  This escalates to things going so bad repeatedly that he texted me thinking I was **** and said "I've never dealt with someone like her, it's clear she just doesn't want to pay us."  Despite this, I accepted his offer to fix his mistakes yet again when he offered to do it for 50%.  HE OFFERED.  You can see I remained polite, even offering to bring him lunch.  Then he wanted to renegotiate on price despite his offer,and when I refused, he quit.  That is absolutely not on me.  I'd like to mention as well that I don't even know why **** is bringing this up as **** and I have settled everything which I can document in the attachment with our email.  My goal was to leave him out of this entirely as he made the decision to leave without pay, I didn't want to damage his reputation and **** bringing him into this does just that.  I have an email as well saying that he wants to stay out of this.
  
  My other reason for rejecting this offer is that I have no idea what a "mill claim is" so I can't agree to what I don't know.  In addition, I'm not okay with having an inspector **** knows and could coerce into saying things are fine be the one to look at my floors.  I have provided pictures in my initial claim documenting things are not fine. Just because **** thinks "because the seams haven't ripped open, there's not a problem" doesn't mean there's no problem.  I paid over $4000 for carpet that has visible seams and visible flat spots.   THAT'S A PROBLEM.  The seams are clearly an issue caused by installation issues and the flat spots are against the manufacturers warranty.  I've attached my text messages from **** as well that show this is not the first time he's given me a problem with helping me.  When our carpet was supposed to be installed, half of the carpet was defective upon arrival.  Never once did I get so much as an "I'm sorry this happened", and I never asked for a discount, which surely is something I would have done if **** thinks I really wanted to take advantage of hard working contractors.  I brought to his attention the torn padding on the stairs that was left exposed for over 2 weeks,and you can see that he never responded about it.  It was never replaced,thus causing the flat spots on the stairs.  I reached out to him in December about the multiple exposed carpet nails on the stairs that posed hazards to myself, my boyfriend and my pets, and it took multiple attempts of me contacting him and weeks before he sent someone out to spend all of 5 minutes hammering down nails.  Same with this issue.  I reached out to him in July, he never responded to my messages, I had to call him a week later, to which he said he would send someone out, yet he did not.  I called him again a couple of weeks later and I was told the same thing, that it wasn't urgent since they weren't ripping open and he would take care of it when he could.  The entire text message thread documents the numerous times **** dropped the ball; everything from improperly scheduling, failure to respond to messages, not passing along the paint colors correctly,etc.  
  
  **** has proven that he is not willing to honor his warranty in a timely manner, or in any manner that works on his client's behalf.  I have been more than patient with ****.  He advertises a 100% satisfaction money back guarantee or your money back, to which I am extremely unsatisfied.  He is trying to bring resolved issues with the painter into this which have no business being here, trying to slander my name, and trying to get out of his own advertised business practices.  I am not comfortable having a person like that back in my house, especially if it means if there are further issues,I will have to continue working with them knowing they don't want to help me.  I continue to stand by my decision requesting a full refund which I believe is best so that both ****, **** the ******* and I can all officially cut ties for good.  There is plenty of documentation to show that I continued to be polite and cooperative when both businesses let me down and I'm finished. 

  Customer response

  10/27/2024

  My rejection would not let me attach any documents saying the field was too big, even when I sent them as a zip as instructed.  Please be on the look out for 5 total attachments that will be coming over multiple of these forms. 
  
  I'd like to add that this has been an absolute nightmare.  I've called your office and left a message for my claims specialist ***** ***** who NEVER returns my calls.  My emails should be going to *********************** which I have updated on my account log in, yet they aren't and NO ONE will help me fix, so I'm not getting notified when I get responses.  I NEED HELP!!!
  
  I've also spent over 5 hours trying to attach these emails.  This would be so much easier if someone could have just called me back.

  Customer response

  10/27/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22158047
  
  I am rejecting this response because: 
  I am rejecting this response because: Rejecting this for a few reasons. The first being that **** is making this extremely personal by bringing my integrity into this saying that I am a person that "is proven" to not pay hard working contractors.  That I utilized his painters to paint my house not once, but twice and then refused to pay them.  I'm attaching a copy of all of my text messages from his ******* **** that show he voluntarily walked away and quit without pay.  Around page 7 you can see that the paint job was very poor and the conversation goes into him saying he'll come back to correct.  This escalates to things going so bad repeatedly that he texted me thinking I was **** and said "I've never dealt with someone like her, it's clear she just doesn't want to pay us."  Despite this, I accepted his offer to fix his mistakes yet again when he offered to do it for 50%.  HE OFFERED.  You can see I remained polite, even offering to bring him lunch.  Then he wanted to renegotiate on price despite his offer,and when I refused, he quit.  That is absolutely not on me.  I'd like to mention as well that I don't even know why **** is bringing this up as **** and I have settled everything which I can document in the attachment with our email.  My goal was to leave him out of this entirely as he made the decision to leave without pay, I didn't want to damage his reputation and **** bringing him into this does just that.  I have an email as well saying that he wants to stay out of this.
  
  My other reason for rejecting this offer is that I have no idea what a "mill claim is" so I can't agree to what I don't know.  In addition, I'm not okay with having an inspector **** knows and could coerce into saying things are fine be the one to look at my floors.  I have provided pictures in my initial claim documenting things are not fine. Just because **** thinks "because the seams haven't ripped open, there's not a problem" doesn't mean there's no problem.  I paid over $4000 for carpet that has visible seams and visible flat spots.   THAT'S A PROBLEM.  The seams are clearly an issue caused by installation issues and the flat spots are against the manufacturers warranty.  I've attached my text messages from **** as well that show this is not the first time he's given me a problem with helping me.  When our carpet was supposed to be installed, half of the carpet was defective upon arrival.  Never once did I get so much as an "I'm sorry this happened", and I never asked for a discount, which surely is something I would have done if **** thinks I really wanted to take advantage of hard working contractors.  I brought to his attention the torn padding on the stairs that was left exposed for over 2 weeks,and you can see that he never responded about it.  It was never replaced,thus causing the flat spots on the stairs.  I reached out to him in December about the multiple exposed carpet nails on the stairs that posed hazards to myself, my boyfriend and my pets, and it took multiple attempts of me contacting him and weeks before he sent someone out to spend all of 5 minutes hammering down nails.  Same with this issue.  I reached out to him in July, he never responded to my messages, I had to call him a week later, to which he said he would send someone out, yet he did not.  I called him again a couple of weeks later and I was told the same thing, that it wasn't urgent since they weren't ripping open and he would take care of it when he could.  The entire text message thread documents the numerous times **** dropped the ball; everything from improperly scheduling, failure to respond to messages, not passing along the paint colors correctly,etc.  
  
  **** has proven that he is not willing to honor his warranty in a timely manner, or in any manner that works on his client's behalf.  I have been more than patient with ****.  He advertises a 100% satisfaction money back guarantee or your money back, to which I am extremely unsatisfied.  He is trying to bring resolved issues with the painter into this which have no business being here, trying to slander my name, and trying to get out of his own advertised business practices.  I am not comfortable having a person like that back in my house, especially if it means if there are further issues,I will have to continue working with them knowing they don't want to help me.  I continue to stand by my decision requesting a full refund which I believe is best so that both ****, **** the ******* and I can all officially cut ties for good.  There is plenty of documentation to show that I continued to be polite and cooperative when both businesses let me down and I'm finished.  
  
  
  Regards,
  
  ******* ***

  Customer response

  10/28/2024

  ---------- Forwarded message ---------
  From: '******* ***' via Dispute Resolution - Shared Inbox <********************************************************>
  Date: Sun, Oct 27, 2024 at 2:51 AM
  Subject: complaint ******** part 1 of 2
  To: ******************************************************** <********************************************************>
  
  
  ATTN ***** *****,
  
  First, can you PLEASE change my email address from ************************** to ********************************.  That email was hacked and I do not get notifcations when I get BBB emails, hence why you had to reopen this case.  I updated it on the website but it is not sending any information to me so I have no clue when I'm getting responses!  I'm also really struggling to get the direction I need and you have not called me back out of the 3 or 4 times I've left messages for you, resulting in issues like this.
  
  Also, I've spent the past 5 hours trying to respond and reject this claim.  The submit button doesn't work on the website, or when it does, I get an error with attaching documents saying they are too large even though they are under the file size.  Sending them as a zip does not work either.  I am attaching my documents here and I hope this will work.
  
  Attached you will find my text message thread from **** showing that this is not the first time he has failed to help me in a timely manner, and also showing that he has made numerous mistakes with things such as scheduling, wrong paint colors, etc.
  
  In the next email I am sending (complaint ******** part 2 of 2) There's will be an attachment with my text message thread with **** the ******* (the hard working contractor I "refused to pay") documenting that he quit the job at his own free will, after offering a 50% discount because he was trying to make up for multiple mistakes. 
  
  Complaint ******** part 2 of 2 will also have a document showing a recent email between **** and I stating that we had reached resolution and neither of us wanted him brought up in this.  He is not a part of my business with **** as he had removed himself from the situation by walking away without pay, and I didn't want to bring him into this and hurt his reputation. 
  
  Please confirm with me that you have received these emails and let me know what I can do to get my email updated ASAP as I need to get these communications.  Thank you.
  
  -******* ***
  ************

  Customer response

  10/28/2024

  
  ---------- Forwarded message ---------
  From: '******* ***' via Dispute Resolution - Shared Inbox <********************************************************>
  Date: Sun, Oct 27, 2024 at 2:56 AM
  Subject: complaint ******** part 2 of 3
  To: ******************************************************** <********************************************************>
  
  
  
  Attn ***** *****,
  
  Turns out it has to be 2 of 3 because the text message thread with **** and I goes over yahoo's size limit.  Please look for one more email after this.  Thanks.
  
  Thanks,
  ******* ***
  ************

  Customer response

  10/28/2024

  ---------- Forwarded message ---------
  From: '******* ***' via Dispute Resolution - Shared Inbox <********************************************************>
  Date: Sun, Oct 27, 2024 at 2:58 AM
  Subject: claim ******** 3 of 3
  To: ******************************************************** <********************************************************>
  
  
  
  Attn ***** *****,
  
  3 of 3.  Please confirm you received them.  Thanks and sorry for any hassle. 
  
  Thanks,
  ******* ***
  ************

  Business response

  10/29/2024

  I had already provided a professional solution and I will provide it yet  again or as many times as need it, because it is the correct solution.

  IF the customer feels that the ********************** is not performing to her expectations. I  will have  the  mill *** or an independent inspector, inspect the carpet and create a ***ort. Like I mentioned before the  customer will have to abide  by what the ***ort says.  [i.e. they may say that if the carpet is defective then the carpet will be ***laced at no cost, however Diamond Flooring will NOT perform the installation,  for we no longer want to deal directly with this person . IF the ***ort says it is not defective then customer has to abide by it].    

  She can contact me directly via email and i will be very happy to initiate the process of mill claim  [Mill claim is the ***ort/inspection explained above].

   

  My email is ****************************************************************

  Customer response

  10/31/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22158047
  
  I am rejecting this response because:
  
  ****** statement "I had already provided a professional solution and I will provide it yet again or as many times as need it, because it is the correct solution" shows exactly what I have been dealing with since this carpet was installed.  Everything has had to go his way, on his time.  Customer satisfaction has never been a priority of his, despite everything he says on his website and while trying he's to earn your business.  He can continue to tell me what he thinks is the "correct solution", however it is not the correct solution for me.
  
  I am sending pictures that were taken today of my carpet to once again refresh him that this is not simply me nitpicking over something small.  It is incredibly obvious that my carpet is not up to standards as there are visible seams everywhere, along with flat spots that I can not capture on  camera.  I can't imagine this would meet anyone's expectations that spent so much money trying to improve their home.  **** still has never seen any of this in person as he never did a follow up to check the work of his team, never came out after I reported the carpet nails and never came out after I reported this issue. 
  
  I do not want **** to be in charge of the independent inspector nor whoever fixes my carpet.  I have used ****** recommended people before (example being his painters) and that did not go well.  I do not trust **** at all and I have no idea what will go on behind the scenes with him and that inspector or installation crew.  For all I know, he could be paying that person to create a false report, he could supply whoever replaces the carpet with more of the same faulty carpet.  I hate that I feel this way as **** started off in high regards with me, but he has shown what he thinks of me and I truly feel he can not be trusted.
  
  In addition, **** has shown how hard he is to work with.  I have provided documents showing he doesn't respond to his messages in a timely fashion if at all and that he on more than one occasion has relayed or lost my information.  I don't need him being the middle man between myself and whoever fixes my carpet, causing additional stress when it's something I'm perfectly capable of handling on my own time after doing my own thorough research to find a company that can be trusted to get the job done efficiently.
  
  **** has stated in his e-mail that he no longer wants to work with me just as I have stated I no longer want to work with him.  I am not understanding (and have yet to receive an explanation from him) as to why he will not provide a refund honoring his own "100% satisfaction guaranteed or your money back" policy that is still being advertised on his website and ********.  The fact that he is willing to pay an independent contractor and a new carpet crew but not just refund me makes me believe even more so that something in his favour would be going on between whoever he sends to me. 
  
  I stand firmly by my decision in fighting for my refund.  I will not be contacting **** via his em-mail for any reason as all communications need to remain through third party at this point.  I am trying to be as civil as possible and I wish **** would see that.  I would like **** to keep in mind that I have not many any public reviews about his company regarding the poor craftsmanship and the unprofessional, not to mention downright rude behaviour he has been displaying.  **** knows that I chose his company because I know the value in small business and supporting a family, which is why I have tried not to drag his company name through the mud (or his painter) during all of this.  I do hope **** understands that if this doesn't come to a head soon, I will be taking this matter to court where **** can expect to take care of not only my refund as he is in clear violation of his own refund policy, but my legal fees as well.  At that point I will also make sure that this issue does become public because no one should have to work with someone that causes them as much stress or get as mistreated as I have been by **** and his contractors. 
  
  Regards,
  
  ******* ***
  
  I will be sending updated pictures as well as screenshots  of his website and ******** showing his money back guarantee.  I have a very hard time sending pictures through this form, so if you do not see them on here, I may have to e-mail them again.  I am sorry for any hassle this creates.

  Customer response

  10/31/2024

  photos part 2 of carpet seams as well as money back guarantee from website and ********

  Business response

  11/01/2024

  I have been offering several times  the correct  solution to resolve this issue. If customer is not happy with the performance of the carpet, then that issue must be taken to the factory to start a mill claim.

  I have mentioned that this procedure has to be done by contacting me  directly and I will be very happy to initiate the process.

  How a mill claim works from the manufacturer:

  I will fill out a form on behalf of the customer. The mill will send and independent inspector to assess.

  Inspector will come up with a report stating YES it is a mill claim  WE WILL CHANGE THE CARPET WITHOUT A COST TO THE HOME OWNER

  OR  Inspector may well say NO,it is not a mill claim for  whatever reason.  Then customer has to abide by whatever the decision will be.

   

  I am so sorry this customer is not happy at all, but  when a client  is not happy with my service, I will not get paid until I resolve the issue. In this instance She paid us on time  becuase obviously she was very happy with the result. Now after so many months later, she is not happy with the carpet for which I AM providing a solution.   That does not mean that she will get her money back. That is not how  complete satisfaction works.  If  my company makes a mistake, WE WILL FIX IT ANDTHEN WE GET PAID.  That is  the fair reality about satisfaction guaranteed or no pay.

  Again, she can contact me directly to initiate the mill claim process at ****************************************************************

   

  Respectfully,

  **** *****

  DFI

  Customer response

  11/09/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22158047
  
  I am rejecting this response because:
  
  These responses from **** get more convoluted every time.  Again, he starts his email stating that his way of resolving this is the only way and the "correct way" which is absolutely not true.  He's now completely contradicting himself as just a few messages ago he stated he no longer wanted to work with me, and now he states that the only way to get this done is for me to reach out to him directly, and that if it's determined by an inspector, his company will replace my carpet at no cost to me. 
  
  This is not a matter of faulty carpet; it's a matter of bad installation.  A mill claim isn't needed to determine that.  ****, being in this business for over 2 decades, should know that.  When seams are showing up in every doorway, that's an issue created by the installer, not some random issue with the carpet.  As I have explained to ****, I was very satisfied with the carpet when we first had it.  The issues with the seams, the carpet nails, flat spots took time to develop and notice.  As **** knows, we didn't move into our home until a month after our carpet was even put down.  As I also made clear to ****, I thought that carpet took time to settle; that shedding, seams, etc became less noticeable after a bit of vacuuming and being walked on.  When I did contact **** about the issues, he informed me that was not the case with new carpet (and may I add, also scolded me like a child for not knowing better) which shows that it wasn't me deciding I was just randomly unsatisfied, but that the carpet truly had issues.
  
  I have no clue what **** is talking about with saying "when my client is not happy, I will not get paid at all until I fix the situation."  I paid **** IN FULL immediately upon completion.  And when he says "that's not how a satisfaction guarantee works"... then maybe he should say something to that effect literally anywhere, because he has NO contract, no stipulations on his website, NOTHING.  What is and has been said is "if not 100% satisfied, you don't pay" and "I don't want to work with her anymore" and that's what should be honored.  Never once has there been any ownership of the situation, any shred business morale or attempt to make me feel like working with him to file a claim would actually be the right thing to do or that trusting him to resolve this would be beneficial to both of us and not just be somehow swayed in his favor.  ****** inconsistencies in his responses along with his obvious argumentative disposition are enough to tell me that he doesn't have any desire to take care of my home or correctly finish the job he started.  For that reason, I'm again refusing his offer.  I will end this by saying that I'll be starting proceedings for small claims court on Monday unless he comes to reason and decides to offer a refund.  Whether he considers a refund for "Satisfaction guarantee" or simply because the job was not performed to standards, I don't care, it would just be nice to see him make any attempt to turn this around to save face for his company name and that of his painters' before going to court. 
  
  Regards,
  ******* ***

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