ComplaintsforCarpet Capital

• Initial Complaint

  07/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  This has been an absolute nightmare of a company to work with. I will admit our sales guy ****** was pleasant during the sales visit. We were told that the carpet was in stock and can be installed in a week or two. So we booked them. Then after waiting 6 weeks we were told that the carpet was not in stock and it would be a couple more weeks. Once the carpet was ready to install ONE guy shows up to my house at 8am, I called ****** and said there is no way this ONE guy can do this by himself, he reassured me that he does it all the time and he is great.After about 5 hours of work (job only 1/3 of the way done) he says he's too tired to finish and that his helper didn't show up but was forced to work by himself. ****** called the guy and told him to stay as long as it takes and that he would send a helper. The second guy showed up and they finished and left my home at 9pm. Upon leaving they left their fast food garbage on my front porch and left a mess of dirt and carpet in my entry way. Upon inspection we saw that they broke one of the legs off of my daughters bedroom chair, they did not replace the original padding and they placed the new carpet over it (we saw that due to poor quality of installation). Also the stairs were done so poorly they could not be fixed. ****** sent a new team to inspect and fix the mess his first team created (they confirmed the old padding was still there). However, after they left we noticed that they used two different carpets (two different shades of ****) the one we ordered and PAID for and the other is basically a step above builder basic.

• Initial Complaint

  04/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Carpet Installation under ********************************* for $3998.79 on March 7th with issues. On March 8th, wife called ************* at *************) to inquire about a copy of our contract and supervisor information. She was provided with a number *************) to text photos and concerns. On March 9th she texted the provided number *************) with photos and a message regarding our concerns. It included details about late arrival time, poor communication from supervisor, no verbal interaction with installers, multiple damages to various property items (with no explanation from installers), large mess/tools left behind, personal belongings thrown about, argumentative supervisor, and a lack of resolution. In the text, she provided our contact information with hopes to a resolution. She also emailed ******************************* on March 9th the same message. On March 9th, we spoke to *************************** from corporate regarding our concerns. She agreed that the service we received was not professional nor a reflection of their company. She offered us $500 compensation for the damage to furniture, service we received, and time to repair. She then stated she would follow up with us within a week with updates. On March 23rd, we had not heard a response from ******. Wife texted her at 9:56 AM: Good Morning ******. It is *************************. I am following up from our conversation 2 weeks ago on March 9th in relation to the carpet install for *********************************. I am contacting you in regards to any updates you may have or next steps. I look forward to hearing from you! Thank you! Wife also called at 2:39 PM and left a voicemail asking her to call back. On April 4th, we are still awaiting a response and another message was sent at 2:18 PM asking for further communication and any resolutions. As of April 8th, we have not had a response from any representatives. Based on the unprofessional experience we received in our own home, we expect some communication regarding a resolution.

  Business response

  04/11/2022

  To whom it may concern,

  
  This client purchased product in ******** from the branch in ****** **.  After the installation, they had some minor follow up questions and concerns, so they called and worked with a manager there but did not like the answer they received.  They started calling and reaching out to another branch in a different state.  An employee from ********* responded via phone and listened to the concerns and offered a resolution.  This same team member passed notes about the clients concerns over to the area manager of ******** but he was already aware of the situation and felt that the concerns had already been addressed.  Regardless, the employee from ********* filled out the job review form for a $500 discount back to this client and attempted no less than 3 different weeks to get an answer from the client via email (sent to ******************** on this compensation.  At this time the client still has not responded to the email and no adjustments to the job have been made, but the area manager for ******** stands by that after speaking with the client there are no other remaining issues.
  

  We thank you for your attention to this matter.

  Customer response

  04/11/2022

   
  Complaint: 17004602
  
  I am rejecting this response because:

  The response from Carpet Capital is inaccurate with false statements.  We would like to respond with some clarity.  We did purchase the product from a branch located in ******, **.  Immediately, after installation, we had some major concerns and contacted the manager ******.  The manager of ******** was not a professional nor reliable solution as he was very argumentative, asked us what He should do about it and stated he would Be in touch, but never replied.  We then contacted the ************* immediately the next day.  As stated in my previous description, we called the ************* at *************) and spoke to an female Aurora representative.  We inquired about the next steps if we had some major concerns.  From there, the Aurora representative provided us a number and stated she would reach out to corporate on our behalf.  That is when a member from ********* initiated the first contact with us.  To confirm, we did not reach out to a different branch in a different state.  The branch in ******** did so for us.  Again, the concerns were never addressed by the ******** manager as he argued with us and maintained no communication. To make it clear, as we expressed our concerns, we stated that the area manager is not capable of communicating effectively nor professionally.  He also sent workers over late, did not contact us after the major concerns we had, and provided no explanation after his workers left their job site with damages and a mess. Therefore, the resolution should not have been in his hands and the ********* representative (who contacted us) was in agreement and stated she, herself, would follow up with us.  Upon reading their statement, Carpet Capital has the wrong email address on file for us.  The email that should have been contacted is ********************.  This is a simple error that could have been resolved if someone from the company would have contacted us in an efficient manner through phone.  For over a month, we made multiple attempts to call (and message) with no response.  That is an apparent sign that we were not receiving any communication in any form. At this time, we are asking for the compensation of $500 to be sent to the CORRECT email at ******************** and we appreciate any continued professionalism and honesty we can receive from the company.  We feel phone calls are a valuable means of communication in this particular matter as they are more accurate and respectful.
  Sincerely,
  
  *********************************

  Business response

  04/21/2022

  This has been completed for the client at this time. We thank you for your attention to this matter. 

  Customer response

  04/22/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. We appreciate the extra time and attention all participants put forth as a resolution was finally resolved. 
  Sincerely,
  *********** David 

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