Complaints

• Initial Complaint

  02/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Wrong carpet was ordered/installed.10/5/22: Ordered carpet from ******** at Carpet Connections.1/30/23: ~10am: ****(********'s ********** ***** crew arrived. Demo of existing carpet started. Install of new carpet started in bedrooms up & down stairs late afternoon/early evening.1/31/23 8am: We looked at carpet in the daylight before installers arrived. Found our sample board. Didn't appear to match ordered carpet.8:30am: Notified installer as soon as he arrived. He took a picture of ******************************** being installed. He agreed with us it wasn't a match & texted ******** at their office with the issue. He then left & went to ********'s warehouse to pick up additional carpet. 10:22am: I emailed ******** Carpet Connections about the issue, stated it wasn't a match, & asked what the status was since I hadn't heard from anyone. 11:55am: Since no one had contacted ********* had brought back the second roll for install I called to notify ******** of the issue. She stated **** had sent her the pictures earlier, but she told me she couldn't tell if it was different. She stated "it appears to be the correct carpet from the pictures," & said she was waiting for **** or someone to bring her a piece to verify (not sure why she didn't coordinate that first thing when he texted her). I made time to head her way as soon as I was able and arrived at their office shortly after 1pm with our sample board & a scrap of the carpet being installed. When we looked at the carpet in her office, her colleague agreed that this wasn't a match. I told her in person that the install was still in process & not yet completed (roughly 2/3 done at that time). She told me she would have to contact the *********** was nothing else she could do at that time.The install proceeded through the remainder of that ********** departed around 5:30pm.She has since admitted to ordering the wrong carpet in an email, but will not refund or replace it for us since we didn't stop install.

  Business response

  02/13/2023

  Dear BBB,

  
  I ordered carpet for *********************. Install started the morning of Monday January 30th. The homeowner had my sample board in his home at time of install. Half of carpet was installed on Monday the 30th.  I was contacted by the installer Tuesday morning at 10am by text (including photo) saying that ***** thought carpet was incorrect. I could not tell from photo. I did not receive any emails, calls or voicemails from *****, neither did any of my staff. Since we didnt hear from ***** we considered the carpet to be okay. I did not verify carpet was wrong until ***** brought sample to Carpet Connection at 2pm Tuesday. I immediately asked ***** why install wasnt stopped the moment he noticed it was incorrect. At no time was install stopped, he allowed it to continue through 6pm Tuesday evening. I told him I needed to send swatch to mill to see what happened. I was informed the next day that I ordered wrong carpet (should have been SP88S #2 and ordered SP88S II #2). I told ************ would be more than happy to reorder carpet but not installation since he allowed install to continue through Tuesday 6pm knowing it was incorrect. I also offered a 5K allowance to keep carpet as- is since the color difference was very subtle and it was conveyed to the to the installer that it looked beautiful. 

  Customer response

  02/13/2023

   
  Complaint: 19379078
  
  I am rejecting this response because:

   

  We notified the installer of the issue as soon as we were aware of a potential problem.  The installer works for/with Carpet Connections & is being paid by Carpet Connections.  In notifying them, we notified their agent & as a customer, we did what we could.  We're not carpet experts, install experts, or experts on types of carpets.  The carpet didn't look correct & we made them aware of that as soon as we thought something looked off.  We notified them of the problem as soon as we were aware of it (as ******** stated she received a text from her installer).  If they needed to be stopped, it was in her court to stop them as soon as she received a text from her installer.
  
  Sincerely,
  
  *********************

  Business response

  02/14/2023

   The homeowner had the sample board and had all night to figure out there was a problem.  The carpet should have been inspected before it was installed.  The homeowner knew Monday night that there was a problem.
  You dont have to be an expert to know it was the wrong color, nor do you have to be an install expert.
  He should have called Carpet Connection first thing at 8:00 am.  It is not up to the installer to say there is a problem.  The installer does not work for Carpet Connection he is a subcontractor.  He was paid by Carpet Connection this one time. 
   The homeowner asked the installer to continue installation therefore accepting responsibility knowing it was wrong. I could have solved this issue very easily if the homeowner would have let Carpet Connection know when install started.  We both knew there was a problem. The homeowner also allowed for the installer to continue and finish installation when I could have returned the materials.
  I asked the homeowner to stop the installation and he didnt.
  I offered 5K or to replace the carpet without paying for installation.  The homeowner needs to take responsibility for his actions as well.
  

  Customer response

  02/14/2023

  Complaint : 19379078

   

  I am rejecting this response because: A letter outlining all details & our request to resolve this is attached.  Responses are also below.

  We did not notice the issue until the next morning.  Either way, this is of no consequence as no further install happened prior to us notifying the installer the second morning first thing when they arrived. The installer texted ******** with the issue.  I also followed up with emails & a phone call after not hearing from *****************   In regard to the installer, we were notified/directed by ******** that **** was the installer when the carpet was ordered.  She could have taken any action to contact us, notify him to stop, or any other action that was appropriate.  I also followed up with emails, a phone call, & eventually a visit to her office after not hearing from ******** & the guys continuing with the install.  We never directed the installer to do anything (start, stop, or otherwise).  We only made him aware (& in turn ********) of what seemed to be a mismatch between our sample piece & what was being installed.  The installer proceeded primarily based on safety concerns as there were nails & tacks exposed throughout the house since they had removed all of the carpet the day before & we have three young kids & two dogs.  They had 6-7 guys tearing out carpet & bringing in rolls of carpet the first afternoon/evening.  We did our best to keep ourselves, our kids, & our dogs out of the house & out of the way.  The first chance we had to see the carpet was late that night (after they left at 7ish)& it was dark out. We were never asked to stop install.  Either way, ******** could have notified her installer to stop (or at least pause for a moment).  Even upon speaking with her (in person & on the phone), I was told she would have to contact the rep. 
  
  In regard to our actions, I feel we went above & beyond to make everyone aware of the problem as soon as we were able.     
  
  Sincerely,
  
  *********************

  Customer response

  02/15/2023

  [A default letter is provided here which indicates your acceptance of Mediation. If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.

  Regards,

  *********************

  Business response

  02/16/2023

  Better Business Bureau:

  I would like to reject the offer of Mediation for complaint ID ********.

  Thank you.

  Business response

  02/16/2023

  Better Business Bureau:

  I would like to reject the offer of Mediation for complaint ID ********.

  Thank you.

*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. ↩