Complaints

• Initial Complaint

  10/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  7/20/2022 $3,529 I've already paid $1,250 1/2 8lbs upgraded padding The merchant did a bait and switch with the padding. They installed a lower grade padding than what I paid for and requested. I want the padding that I requested and agreed to and paid for installed and/or $1,139.50 They offered me lifetime warranty on the padding they installed. A couple weeks later they offered me $300. It took me over 3 weeks to prepare for this install. I had to remove everything off the floors minus the furniture and move to another level in my home. Invoice #: ******

  Business response

  10/16/2022

  Date: 10/15/2022
  
  Dear Dispute Resolution Team,
  

  *** ******* entered a contract with Modern Carpet One on 7/20/22 to have carpet installed in her bedrooms, up hallway, steps & landing.  Originally was going to be installed over standard padding, then she requested to have 8Ib pad with moisture barrier (most common in carpet industry).

  Carpet and pad were delivered and installed, after installation she came to store and brought a small sample of the pad that was installed (8Ib 7/16”) padding claiming that was not what she selected, we tried to show her the sample to no avail.  We offered her lifetime warranty on the 8Ib padding that was installed. 
  

  We done everything according to our contract (Invoice #******) with her signature for acceptance of selection.  We offered her $300 as a courtesy for helping to move the furniture.
  At this time, we do not feel that we owe *** ******* any than we offered her already.
  

  We want this case to be closed as soon as possible.
  

  With regards,
  
  Fred A*****
  CEO

  Business response

  10/24/2022

  Date: 10/24/2022
  
  Dear Dispute Resolution Team,
  

  To make this matter easier for everyone involve we will change the pad for *** ******* to ½” 8Ib, in order to do that she needs to move the furniture from the area involve and we have to order the pad, because we never had the sample nor stock of this pad, it will take 2 weeks to order this pad from the date she agrees and sign the paperwork.

  There will be no other discount offered to *** ******* including the original $300.00 because we are replacing her padding as she wanted so we do not owe anything to *** ******* and we are only doing it as a courtesy of the company!
  
  Regards,
  
  Fred A*****
  Modern Carpet One

  Customer response

  10/24/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:  I’m rejecting the offer unless the Fred/Modern One Carpet is willing to replace the carpet as needed. As a carpet specialist he is very much aware that the existing carpet will not fit over the ½ inch padding and remain in the same condition. The current padding is 7/6 of an inch and is customize specifically for that padding. It has been stretched and cut from corner to corner to be properly installed for the 7/6 padding. Also, I’ve already did my part and stuck to the initial agreements, which was to remove all miscellaneous items and small furniture from the floors in every room. That move took me 3 weeks and those items were moved to another level of my home and will not do it again. I informed them immediately after finding out that the padding that was installed was not correct that I have arthritis in both of my knees, and they have a nerve not to do the right thing. I’ve already paid the merchant to have the installers to move the furniture and it’s not my fault that they didn’t do the right thing by me the first time around as promised. 
  

  They also damaged several things in my home during the install and Fred was informed immediately the following day. He made contact w/ the installers supervisor and asked them why every time you send Johnathan to do a job customer’s are coming in complaining. Also, I was charged an additional fee in the amount of $420 to have carpet install in my master closet however, Fred and I agreed to go half for that area. My charge was $210. 
  

  I also have additional proof that they are not being honest about not brining the ½ inch padding to my home nor ever having the ½ inch in stock in the store. Please take a look at the top right-hand corner of the diagram sketch. That attached sketch and all the notes were drawn and drafted after they arrive to my home on 7/20/2022. I was never provided a copy of the sketch and that sketch as never been in my possession. One of Modern One Carpet employees allowed me to take a picture of the document when I stopped by to pick up a copy of the modified contract after Fred added lifetime warranty for the padding. That modification was only added after I discovered what they did. That contract was removed from the store immediately after I left the store without obtaining my carpet. They also remove the ½ inch padding from the store and when I asked them about it the female said she didn’t know what I was talking about. I will save that exhibit for the court if they decide not to comply. I want to be reimbursed for the $210 for my closet plus $400 for damages that was done throughout my home. The closets meaning all (3) can no longer be redone because they have since been customized by a license closet designer. I also still was the lifetime warranty which in now noted in the contract. I want the merchant to understand that if we have to go to court, I will be hiring any attorney and requesting them to pay my court fees, the time I have to be off work and providing the attorney with all the evidence that I have in my possession to include photo’s and sample padding that they claim they never had in the store but in fact they removed it from the showroom and denied every having it.   

  Regards,
  
  *****************************
  

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