Carpet Factory Inc complaints

Company states; I am the one that personally worked with these customers on both occasions that they bought flooring from us. We installed a short cut loop carpet for them. They paid less than half down for that purchase over the phone & they were supposed to pay the balance after install. They had been traveling a lot and were supposed to pay the balance when they returned. They never came in to pay the balance of the first room and it got overlooked by us as we were in the process of the second install, they purchased from us. They had my installer who is part owner in our business, measure the rest of their new house for more flooring as they were happy with what we had done. They came in a second time and worked with me again. They wanted a Berber carpet. I informed them at that time that Berber carpets were not made the way they used to. A Berber carpet has small to large loops and if a loop gets snagged or pulled it will pull a whole row of carpet out and then you will have bald spots in your carpet. I also told them that Berbers were harder to hide seams, as seams are not ever invisible. Against, my expertise as a flooring store owner, they chose a very inexpensive short Berber carpet that has a salt & pepper appearance. We got a deposit for the rest of the home and proceeded with the install of the LVP. During this install our installer ran into unlevel floors that had to be leveled before we could install the floors. He went over this with the customers as there was an additional charge of $431 for this service. The customer approved the charges and signed the invoice. After LVP was installed, we went out at a later date to install the carpeting. They wanted a certain date for the carpet install and we were not able to do it in their time frame as we book jobs weekly and those dates were already taken. They had to accept other dates and were not happy to do so. I can't push other customers out on the schedule that were already set as that would not be good business practices. We sent our installer out to install the carpet. They wanted a half-moon curve cut in their carpet around the LVP. With the short thin Berber carpet, they chose and the fact that the curve in the metal was not smooth, it showed light color on one side of the metal and a dark color on the other side. The customer was not happy with this. That was also 23.9 x 17.3. Carpet only comes 12' wide so there has to be a seam in the room. We put the one seam down the middle by taking two 12' cuts that make 24'. This way it makes for less seams as they are visible and less carpet to purchase. There is no way to install carpet in a room that size without seams. When the customer complained to me about the seam, I reminded them that I told them before they purchased the carpet, they would see the seams. I also had my installer, the owner, check the seam and it is seamed correctly and tight. After the installers finished the customer said he would send a check in the mail for the balance of the contract. They sent the check in but failed to add the additional invoice for the floor leveling of $431. We called the customer & they said they shouldn't have to pay it as they are not happy with the seam. I reminded them again that I told them the seams would show. They wanted to argue & didn't want to pay the last part of the install. They ended up sending a check a few weeks later, as I threatened to turn in for collection, as I had their signatures of approval for the added invoice. We have gone above and beyond, even giving them discounts on their flooring from day one to earn their business. I don't feel they deserve a refund as we already discounted their job and did everything in our contract that was listed. We were not dishonest in anyway. Also, the balance they owe us is for the first job of carpet we did that they are happy with. We will be turning this in for collection if it's not paid. Thank you for your cooperation in this matter. Sincerely, Tammy / Owner

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