ComplaintsforFlooring Center USA, LLC

• Initial Complaint

  02/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  On April 30, 2021 we paid Half Price Flooring $1940.62 for carpet and waterproof blue padding. After them sending the wrong padding on the day of installation, it was corrected and our contractor Ryan Cave and his crew installed the carpet. One week later the carpet started coming up in the doorways of every room. Ryan and his crew came to fix it a total of 6 times over the span of a few months. They said it was the quality of the carpet. I contacted Russ the owner of HPF and he blamed Covid, and the installers, and would take no responsibility. A test was done on the carpet by a carpet "guru" that Ryan the installer hired and he said carpet was rated C+, which is just barely passing, so Russ still would not honor warranty or reimburse us. The carpet and padding is now flat in the doorway to our bedroom. Russ will take no responsibility and was extremely rude to myself and to Ryan our contractor. I just want my money back. Ryan said they will replace the carpet anyways and take Russ to court for the money, but regardless a complaint needs to be made. I would like a full reimbursement so that we can pay Ryan to install carpet from another more trusted seller. Thank you for your time.

  Business response

  03/31/2022

  Business Response /* (1000, 6, 2022/02/11) */ Customer's original complaint about her carpet was in April-2021. Russ's respond to getting warranty on carpet was valid. Warranty's are through the mill, not our store. Due to Covid the Mills were taking up to 18 weeks to resolve issues. The customer did not like that answer. Anyhow the customer did get new carpet, it was paid for by her installer. Customer was not charged for replacement. It is now 10 months after this happened so we are not sure what she is wanting at this point. We can not control the Vendor's we do business with, we can only try to help. We are sorry she had a bad experience Consumer Response /* (3000, 8, 2022/02/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) Our carpet has not yet been replaced and the warranty was never honored. I asked Russ about the warranty and he said he has only had to use it once in his years of this business but this was not the case for that. We would like our money back as the carpet is low quality. This response was not honest and no responsibility taken on their part. We want our money back.

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