Complaint Review: D'Best Floorz - Select State/Province

My wife and I have had the worst experience with D’ Best Floorz. D’Best may seem like a reputable and quality business but they most certainly are not. We bought almost $6,000 of carpet to have installed in a new house. The staff at D’Best was very friendly and accommodating during the shopping and sales process, but that is where it ended. Initially, after the carpet was installed there were visible seems running down the middle of the floors in some of the rooms. We were told that this is normal, and that the seams would blend in over time. About three months after the install, the seams were still very visible and in fact, worse.

There was one area where the seam actually began to separate and curl back. On top of this the edge of the carpet, where the carpet meets the tile, continued to unravel and we would find multiple pieces of the carpet on the tile on a daily basis (and still do to this day). At this point we decided to call D’ Best to ask them to fix the problem. It took weeks to have them respond to an email or a phone call. Finally after about a month of getting the run around we spoke with Dario the owner. He was very defense right from the beginning and unwilling to help. He told us that we had to take pictures of the problem areas and send them to him before he would look into it any further.

We did as he asked and agreed to send out the installer that had done the original install. After the installer canceled at the last minute twice (which was very frustrating because my wife had to take off work to meet him at the house), he showed up with his wife and child. He looked at the problem and told us that unfortunately there is nothing that you can do in that situation because once the carpet is laid down you can’t redo it and that trying to pull up the seams and put them back down would just make them worse. He apologized and told us that the guy that was doing some of the work was new and probably should not have been doing the seams.

Fast forward a year, the seams are as bad as ever, the edges continue to unravel, and now the carpet is beginning to bunch up in the middle of the floor. Again we called D’Best and again we received the cold shoulder and very lengthy amounts of time before any response to emails or phone calls. Eventually they agreed to send out a different installer to look at it and take his own pictures. We still had all the original problems that we had from a year ago, the very visible seams and the unraveling plus now the bunching up.

My wife pointed out all of the problem areas to the installer and he took pictures of everything. The installer refused to say anything about the problems, either yes they are bad or that there is nothing wrong here, he remained totally silent about the issues, which I find strange. The one thing that he did say was that he could see the seams while he was taking the pictures. Oops! Maybe he slipped up? I have cut and pasted the response below, note the original email my wife had to send to get them to reply.

Good morning.

Per installer report, what needs to be done there is to go and stretch the carpet; this has nothing to do with the original installation; this is normal after a couple of year of carpet to be installed caused by furniture moving; vacuum, etc. D'Best can schedule an appointment with the installer to stretch your carpet in all areas and door entrance for $200.

Please let me know when do you want to proceed.

Have a great day

Quisqueya Nunez

DBest Floorz & More

Per installer report the carpet has not issue due to prior installation

Quoting:

Ms. Nunez,

Your inspector, Peter, was out here one week ago today. Have you

had a chance to review the data he collected when he visited our

home? The new issue with our carpet continues to worsen on a daily basis. Please let me know what the path forward plan is for correcting the faulty installation of our carpet.

Thank you.

Again they ignored the original problems and will not admit that the installation was faulty. I find the fact that they think we are going to pay them more money amusing.

Stay away at all costs.