Business ProfileforFloor Source LLC

We are having an absolutely terrible experience with this company. After long delays in ordering our carpet, when the installers finally came, they saw that the light-colored carpet had black circular stains on it from the plastic wrapping it came in. The installers alerted us to the issue (after our old carpet was already ripped out) and told us they couldn't install it because of the defect. Then when the manager, ******, got involved, he told them to install it anyway and they would re-order the carpet and re-install it. This was obviously inconvenient, but we understood mistakes happen. Once it was installed, however, they refused to reorder new carpet for us, claiming they first had to attempt to clean it. My husband and I both work and we had already rearranged our schedules (not to mention all of the moving of furniture). Again, they refused any other path and sent cleaners out several days later. When the cleaners arrived, we moved all the furniture again, but they suddenly they claimed they couldn't clean it because there was some issue with their equipment. They left, saying they'd be back with it fixed. Again, we rearranged our work schedules. When they returned, they still couldn't get their equipment to work, and they left. We called Floor Source again and explained that we can't keep disrupting our lives for this and begged them to just reorder non-stained carpet. They refused and instead sent the cleaners out days later with no notice or warning. We again moved furniture and tried to balance our jobs, and they finally cleaned the carpet and...the black stains remain. Rather than finally apologize and fix the carpet that we've already paid for, they're now insisting on their "claims process" and various internal standards before they replace it. We are so frustrated and at such a loss since they've taken our money, but haven't performed the promised services.