Complaint Review: Carpet One Floor and Home

We recently had wood floors installed in four rooms at our home.  We had used Carpet One a number of years ago and had an ok experience.  We were warned by a neighbor not to use them since they had difficulty with them.  We try to use local businesses so we moved ahead, that was a huge mistake!

The installers didn’t show any respect for our home, they damaged trim, a light switch, furniture, walls and had glue everywhere.  What was described as a three day job turned into six days and they left our house dirty and in shambles.  They didn’t even put the closet doors back on, they were left standing against the wall in a bedroom, they “didn’t have the right tools”, yet they took them off.

In the middle of the project we talked to Ernesto at Carpet One, he assured us the installers were competent and everything would be fine.  Needless to say this was not the case and we had to have a carpenter come in to replace the trim and fix some of the damage.  We spent a week cleaning and putting our house back in order.

We have a recap of all the issues, pictures and a video of the house the way the installers left it on their last day if anyone would like to see the detail.  When we shared these with Ernesto and Mary, the claims person; Ernesto insulted us by saying we were just trying to get out of paying our balance.  We had worked with Rita previously and when we called her she took the position that “she had nothing to do with it”.

When things go well with a business it is easy to provide good customer service, the real test is how a business responds when things go wrong, Carpet One failed this test miserably and we would caution anyone thinking about using them for a project.