ComplaintsforRed River Carpet and Tile LLC

• Initial Complaint

  11/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Red River came to a residence address and gave us a quote for the removal and installation of carpet. They required a 50% deposit up-front to schedule the appointment. I paid the $1200 at that time to schedule to carpet removal and install. Two weeks passed and the schedule date arrived. When the date of the work was scheduled they refused to remove the old carpet and informed me via email the day after. They are claiming it was more filthy than they previously anticipated, and that I would need to independently hire someone else to remove the carpet, under-padding and disinfect the slab. I explained to them that I understood that they had made a mistake in underestimating the complexity of the job. However, if they were not going to preform the work as agreed upon, then I should get a refund. The customer service representative at Red ********************** told me that they were not going to argue about this and that they were not going to do the job. Then they hung up , and have refused to answer any of my calls. Additionally, they have not replied to any of my emails.

  Business response

  11/12/2022

  Unfortunately the condition of the home was so contaminated with pet urine that we were unable to remove the old carpet and padding from the home.  Additionally, in these conditions, we recommend that the homeowner have the carpet removed and then also clean the affected slab before new carpet is installed, otherwise the urine in the slab could contaminate the new padding and the odor will also remain in the home.  

  This was clearly explained to the customer, who became very confrontational with ***** on the phone.  The customer also left a confrontational email:

  
  ************************ Fri, Nov 11, 2:24 PM (19 hours ago)
  
  
  to me
  
  
  
  
  
  
  
  
  This is unacceptable, we cancelled another installer and gave you a 50% deposit. 
  Can someone have the human decency to call me and discuss this with me rather than hide behind an email?
  
  
  Nelson 
  ************

   

  In this case, we special ordered material for this project, and that is why we required a 50% deposit.  At this time, we cannot offer a refund on the material, however, we will be crediting the labor amount of $630.00 and consider the delivery no charge.  The new total for the material that we delivered to the residence is $1708.88.  After applying the deposit of $1200.00, the balance now due is $508.88.  We will be mailing out the credit and new invoice today and hope this resolves the issue.

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