ComplaintsforTop Notch Flooring America

• Initial Complaint

  08/31/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On June 23, 2021 I placed an order for carpeting with Top Notch. I try to limit my business to services which are local. My main request was that I wanted carpeting which was not Berber and would not show footprints. I was assured that the sample at the store was an accurate example of the carpeting I would be getting. The salesperson said she had the carpeting on a floor in her home and even showed me a picture on her phone. I was convinced it would work. There was some delay in getting the carpet installed due to installers scheduling but that was understandable and acceptable to me. The carpet was installed July 13, 2001. It was impossible to see how it would look due to equipment, men working and scraps carpet all over the condo. The next day I was surprised to see my footprints in the hallways and other areas. I was greatly disappointed. Unfortunately for me, I severely injured my back and was unable to do any physical activities so I was not interested in pursing any contact with Top Notch for a few weeks. Eventually, I was able to contact the office to report this problem. In addition, I was then noticing that there were separations near the seams on 2 or 3 pieces. I was NOT happy. I called several times, explained the problem and was told (Ross?) was supervisor of installation and he was very busy. Finally Ross came out and agreed that there was a gap present' and he tried to fix it but the next day the gap was back. I once again called the store and this time ask for the owner of the business. I believe his name is Joe. I had seen him on TV promising satisfaction. He agreed to come out. Joe looked at the seam, agreed there was a problem and and said he needed to know how the installation was done. He would talk to "some people" and get back to me. The footprint issue as well was not addressed. I have heard nothing since. I am not happy with this carpet's appearance and Top Notch's lack of response.

  Business response

  09/27/2022

  Business Response /* (1000, 5, 2022/09/07) */ We appreciate the ability to respond to this complaint. Top Notch is aware of the seam separation issue and has made several attempts to contact the customer to schedule a repair date and time, with no response. However, while reviewing the file, we found that there is an error in the contact number listed in our files. We have made that correction and will be reaching out to the consumer today to rectify the seam. As for the dissatisfaction with being able to see foot prints, this is the first time we are hearing about it. Footprint indents are not something we guarantee with any carpet, especially a soft cut pile. With that said, this material comes with a 4 Star Confidence Plus Warranty that gives the consumer 60 days from installation date to decide they are not happy with the selection for ANY reason, no questions asked, and we will replace the carpet with any equal or lesser cost product at no cost to the customer, meaning that it includes labor costs to do so. All customers are made aware of this benefit at or before time of purchase. Top Notch Flooring America stands behind our products and services to our maximum ability. Consumer Response /* (2000, 7, 2022/09/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) For personal reasons I am unable to continue to respond further.

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