Complaints

• Initial Complaint

  02/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bot carpet 3/24/2019 with 10 year warranty. recently noticed widespread and excessive wear and made a complaint to carpetsmart on or about January 5th 2024. Received a rejection of my complaint on Jan 12th stating that the warranty was not good unless the carpet was professionally cleaned annually. I was not told of this requirement prior to my complaint. Additionally I feel that this requirement is a deceptive business practice since the cost of annual cleaning over a few years would likely exceed the cost of the carpet.

  Business response

  02/12/2024

  Carpetsmart filed a claim with manufacturer regarding Mr. **** flooring.  Mr. **** was informed of the guidleline that pertains to maintenance on his flooring was not followed.  Per manufacturer warranty Carpet needs to be professionally cleaned every 18 months.  Customer was installed on April 19, 2019 and has never been cleaned once.  Manufacturer declined claim due to flooring has never been cleaned and cleaning receipts were not provided.  Attached are copies of the warranty and declined slip provided by manufacturer.  You cannot buy a vehicle and Never put oil in it.  This is normal maintenance.   Thank you, Leah K**** Asst VP of Operations 

• Initial Complaint

  12/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was billed for an amount that we did not agree upon. I was treated incredibly disrespectful by the staff, attempting to resolve the issue and determine what time they would be coming out to place my carpet. They lied about communication with my neighbor on installing the carpet and threw their installers under the bus. But the biggest issue was they assumed my town did big garbage pick up throughout the year they do not, and I was stuck with countless rolls of carpet to dispose of. I offered to split the cost or bring the carpet to their dumpster and they refused. This is on top of additional fees that I was charged that I were not initially on the contract.

  Business response

  01/02/2024

  Mrs. ******** placed an order at CarpetSmart on 11/8/23.  Customer placed a call to CarpetSmart on 12-1-23 stating she had to Add rip out on her order for she had pulled her back.  Customers order never changed front he original with exception of the rip-out that customer requested.  The carpet was cut and tied into 4foot sections and placed to curb.  It is the customer's responsibility to arrange with their town for large garbage day.  We do not haul away material without an additional charge.  Customer was notified of that.  Our installers arranged time and date with the customer for install.  Customer was not home the day of install the next door neighbor was present.  Enclosed you will find the original contract and final contract.  The only price difference is the Rip-Out added by customer.  There is no hidden fee.  The total bill was $2549.40 NOT $2600.  Customer called in credit card on 12-11 and paid the balance of $1549.40 which she was fully aware of.  We apologize for any inconvenience but CarpetSmart does not have control over when large garbage day is provided in her town.  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. ↩