My husband and I were both referred to this company by several people and decided to go ahead and use them to re-carpet the new home we purchased. In the show room the representative was attentive and able to answer our questions. No complaints there.
The rest of the process was a nightmare.
It all began with the carpet removal. The appointment for the carpet removal was set for 9:00 am. I was at the house ready to the meet the crew promptly at 9:00 am and by 10:00 am, nobody had showed up, nor had I received a call that the crew would be late. When I called their representative they told me that the crew had started another job earlier that morning and would be a little late. I had already coordinated with my general contractor to have his crew there to repair some of the upstairs flooring after the carpet was removed. They showed up and waited several hours before they finally ended up removing most of the upstairs carpet themselves that afternoon. When we returned that evening at 6:00 pm, we found a young man removing the carpet. He told us that his dad was supposed to remove our carpet but had been unable to do so and had called him to come and do it for him that evening at 5:00 pm. Needless to say, we found this to be very unprofessional. The young man had to return the following morning to remove the carpet he couldn't get to. In addition, he stated that he didn't have a big enough truck to haul away all our old carpeting and would send someone to do so in a few days. Well, the old carpet and pads remained on our front porch for over a week. I had to call them on moving day to insist that someone come and pick up the old carpeting.
In addition, when the carpet was removed from our living room (that our contractor would reflooring later) all the tack strips were left in the floor. I have two young children and I was very uncomfortable with the exposed tack strips left behind. Their representative told me that it's left behind to be used for the new carpet. She was aware that we weren't having that room carpeted and it would have been nice to be given the option to have the tack strips removed, even if it cost us a little more.
The day before moving day, I received a call from their representative letting me know that there had been an error and the carpet company hadn't delivered enough carpet to carpet the last 2 rooms of our house. She assured me that the carpet would be installed in a week. I informed her that we had hired movers and that there would be furniture and boxes in those two rooms that would have to be moved out and back in when the carpet was installed. Although I did notice some hesitation in her voice, she agreed to do so.
And to top it off, the carpet that was installed left us very unimpressed. On the day we chose our carpet out we made it very clear to their representative that we were aware of the importance of installing a good quality pad under the carpet and she assured us that the pad she'd order would satisfy us. Well, when you walk on the new carpet it literally feels like you are walking on the hard floor underneath. There is very little cushion and it's very uncomfortable to sit on. The 25 year old carpet at our old house literally feels better then the brand new carpet we installed. In addition, there are areas that you can see little tufts of old carpeting at the edges. There are also areas that you can feel a large bolt/nail head when you step on it. We had the general contractor that is doing work on our home look at it and he felt that the padding used must have been very low quality. He agreed that the work done was substandard.
I decided to send the owner an email letting her know about our experience. She called me the next day and basically just told me that they felt they had dealt with the issues well and were sorry I was unsatisfied. Really?? Did they offer to send someone over to look at the poor work done and fix it? No.
Needless to say, we are very unsatisfied with our entire experience and $7,000 spent. We will not be recommending this company to anyone.
Ivette Dianderas
Randy Dowell
Harley Dirk Burnett
