Smart Carpet, Inc.

Review: Purchased laminate flooring for our basement. Sales rep ensured us that flooring was suitable for the location. Months later, excessive mold was discovered under the product. Had several contractors assess the issue. All contractors confirmed the product provided should not have been used for this location (basement). I am 6 months pregnant and I have a 1 year old son who has now been exposed to the mold. Contacted Smart Carpet and they keep sending out people who do not have the authority to take action. Its been 6 days and I have no results. My main concern is time due to the mold in the house which could result in health issues.Desired Settlement: We would like the proper mold remediation, followed by an upgrade to tile due to the laminate flooring failure, and other expenses that may accrue (ex. storage for furniture, hotel due mold removal etc.)

Business

Response:

This flooring was installed in the customer's home on 9/18/2012. Customer signed ticket that flooring was installed to their satisfaction. customer contacted us on 8/29/2013 at 1:40 in the afternoon indicating that she had a mold issue and wanted someone from our company there immediately. We explained to the customer that we could have someone there by the next morning but the customer said she was going on vacation and said she would call back. Customer called back at 2:00 on 8/29 said she thought we had caused the issue because we put a moisture barrier down underneath the flooring. Explained to customer that the moisture barrier is installed to protect flooring from any moisture coming up through the floor. We sent out an in-house installer on 9/3 to inspect floor. He indicated that latex paper under flooring is turning black & customer feels it is mold. Offered to remove flooring, remove latex paper & re-install flooring at no cost. Customer stated that he wanted air quality checked in his home and that any flooring re-installed in his home would have to be new flooring. Also told us going forward to send all information to his lawyer. We decided at that point to order an independent inspection to be done at our expense. An independent inspection was performed on 9/11/13. Inspector said there were black marks on paper but could not determine if it was actually mold or "caused by normal moisture contained in on a grade concrete slab." The inspector, [redacted] stated that the only way to determine if the black marks were actually mold would be to have an inspection by a Mold Remediation company. Contacted customer on 9/12 with results of [redacted] inspection and told customer we can remove the flooring and then the padding so we can see what is under the floor because right now we are just looking at one edge and we need to determine the extent of the problem. Told her if there was anything under the floor that needed to be cleaned we would have a company come & clean it. Customer said she would speak to husband & get back to us. Spoke to husband later on 9/12 and mutually agreed we would proceed one step at a time by first removing the floor and then determining follow up steps. Floor removal is scheduled for 9/14.

Review: I purchased a [redacted] carpet for the stairs and it started to frizz really bad in less than year. While the salesperson was there for another room he suggested I call because it should not frizz like that. So I called smart carpet and put in a claim and they sent the installers to look at it and take pictures. The installers were then instructed to cut with a scissor the frizz off each step. I saw this and called [redacted] and said that this is not acceptable to have these guys cut the frizz for it only to come back over time. He then said that he can put in a claim for [redacted] to come out and look at it themselves. But first I needed the carpet cleaned by a professional. I thought that was crazy since I never wear shoes in the house and my carpet wasn't that old but he said that is the only way [redacted] will come out and not to worry that I will be 100% reimbursed the money. I did everything I was told and faxed the receipt to [redacted]not nice) at smart carpet claims and she said they do not reimburse for cleaning the carpet. She claimed that I lied and that all conversations are taped blah blah. (not very nice) I insisted I spoke to the installer guy and he said I would be. After speaking to him she said he did say he told you that so I will grant that.

[redacted] rep came to the house and only looked at the one step (the one that the trimmed already) and said that they will probably do nothing because stairs are never under warranty. A week later I get a letter stating this and after all these men coming to my house and me having to take off work multiple times to let them in and out the $150 for cleaning. When all they had to say from the beginning is that stairs aren't covered under warranty...Smart carpet wont refund me the money now. Very poor customer serviceDesired Settlement: I would like a refund for the $150 that they promised me

Consumer

Response:

I submitted a compliant today about smart carpet. I told them that I sent acompliant and they have offered to reimburse me my money.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards, [redacted]

Review: We were lead to believe the quality of the carpet was superior to what we originally wanted. We have had this smart carpet brand carpet for 4 months and are very unhappy with everything about it. I have submitted a claim with the company and have called back several times to follow up. No one from the claims department has contacted me in the 10 WEEKS since the claim was submitted and no one is there to take my calls when I try to contact them. Smart carpet contracts their installs out and the quality of the work is horrible. We have needed repairs and redo's since the original install 4 months ago. Since then 4 different times people have been out to "fix" the problems but only seem to make it worse. Right after the claim was made a section of carpet was taken for testing, we have yet to hear anything about results. I will never work with smart carpet again and will always tell others to do the same.Desired Settlement: I want all smart carpet brand carpet pulled up and [redacted] (what I had originally wanted) put in its place by competent carpet installers with no additional charge to me.

Business

Response:

we received this complaint from the Revdex.com on September 3rd. This issue was already brought to our attention by the customer on August 31st. On 9/3 we set up a claim with the manufacturer of the carpet. On 9/4 the mill decided to replace the carpet without an inspection as long as it was performed within 15 days. Scheduled appointment with customer on 9/5 to re-select carpet. Re-select carpet info forwarded on 9/10. Complaint resolved.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

The complaint was made to the business 10 weeks ago. They are replacing the carpet, until the replacement is done and all problems resolved, I would not consider the complaint closed.

Regards,