Complaints

• Initial Complaint

  12/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 9/18 I hired Carpet Wholesalers ,******** to install flooring in my house. Total bill was $8955.22 + $1300 paid directly to their contractor per their request for issues that arose and materials needed to be purchased with a grand total of $10,255.22. Installation started in Oct but was not 100% completed owner stated 1/4 round still needed to be ordered as it was missed in original supply order. Company called said they ordered it but needed remainder of payment. I issued PIF, they stated it would be a couple of days. Called a couple wks later they stated it was in but they had new jobs already scheduled and would get to me at a later date. Called a week later they scheduled a time to come back. The day before their scheduled time they called and cancelled said that contractor was not longer with them and they did not have time. This went back and forth 8 times with scheduling and them cancelling, excuses of they did not have time as they have new jobs that put a down payment down to they didn't have the product. Meanwhile I had some pieces coming up do to faulty product and installation. The owner came out said yes we will fix the issues that he would get back with us. A week later he called with a date to fix and complete project. Once again the day before they called to cancel. I voiced my complaint stating we took days off work and this has been going on long enough. The owner stated they will try to send someone out. On 12/6 someone finally came out and fixed the faulty installation but stated he did not have the remainder of the products (1/4 round) to finish and tried to force us to take product that was 20 shades lighter than ordered. The contractor called the owner and he said I have it on my truck I will bring it, contractor stated I will get it and come back following day. That day did not happen. Owner called rescheduled again stating product was being shipped I voiced my concern again he said "well we only came out because we felt obligated". When is enough for a consumer that has PIF and is getting run around for a job obviously not going to be completed.

  Business response

  12/21/2023

  Carpet Wholesalers is struggling to reconcile the inconsistencies in what actually happened and what the customer is portraying happened. ********************************************* received a check on 9/18 to begin a flooring project totaling the amount of $8,799.26. The customer has provided an old invoice, one that was not provided during the final payment. Following completion of the project an updated invoice would have been given to them for the work that was completed by Carpet Wholesalers with a final check being written to Carpet Wholesalers. 
  The customers were requesting a different transition than what was provided by Carpet Wholesalers. The customer then elected to write a check written directly to the subcontractor completely cutting Carpet Wholesalers out of this arrangement. Carpet Wholesalers would never request our customers to write checks directly to the subcontractors for our product/services.
   Our invoices state we reserve the right to change install days as needed for shipping delays and product backorders as that is outside of our control. Customer was provided with the proper information to fix their main concern which is the $1,300 check they wrote to the subcontractor directly. 
    Carpet Wholesalers is only responsible for a refund for the quarter round and/or removal and replacement of baseboards which were not completed, totaling an amount of $488.00. Carpet Wholesalers did have to reschedule a total of two times during the project after having scheduled the third the customer declined to have us back out. For that reason, Carpet Wholesalers will refund the amount of $488.00 to resolve this issue.
  
  

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