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Bad Review #1

12/16/2014

Installed around 1800sqft carpet in house started delaminating within a year contacted, they contact Mohawk and sent inspector he stated it was isolated not Mohawk's fault. They patched it looked terrible. Within the next year 8 seems seams coming apart including patch. Contacted again said he would send another inspector 3 months later the same inspector has before showed up and said seam delegations weren't in high traffic areas. Terry said theres nothing he could but give me a good deal on another whole house carpet job. All common area seams have separated worst major purchase I have ever made, more like a carpet rental. The fact he sent same inspector seems very shady wish I had went with larger company.

Our Response

Mr. [removed member name] Sorry you weren't happy with the inspector's report. We have used DNA Floor Surgeons inspection services for over 15 years. They are an independent company who does all major mill inspections (Mohawk, Shaw, etc.). Their findings are theirs alone. They are not affiliated with any store or manufacturer. According to DNA, the carpet was affected by moisture topically induced. Not because of the product or installation. If quality or installation were the issue, they would name the producer or installer at fault. They do not care who is liable. Again, sorry, Terry.

Conclusions (From inspection report):

Based on these tests, observations and history provided, the conditions observed offered the same characteristics as isolated delamination at seams and a repair. This would be considered a sitre related (owner responsibility) condition. The reason this determination was made was due to the fact that the conditions are not occurring in the high traffic areas, which is always present when there is a widespread delamination condition stemming from the manufacting process.

Bad Review #2

8/21/2015

Based on former reviews for this company I went and purchased new carpet for my home for 2 empty rooms that were renovated. The sales guys was friendly and mostly helpful and they were able to get it done within a week, so I went with them. Weeks later after installation we found the carpet coming out, more than just the shedding the installer mentioned during install, there were 2 places where large bare spots were appearing from the carpet coming out of the backing!

We called Terry at Discount Carpet and he said the installer would come take a look. The installer came to take a look and indicated it is nothing he did and he called Terry. Terry informed us that he uses a 3rd party to come out and look at the carpet to determine if there is a defect, or if I guess we somehow did something to the carpet?! I was surprised, but said fine because there was nothing we could have done to it and waited for the call from the 3rd party company. It took a week to get a call and when they did call they could not come out for over another week. When the company did arrive the guy was nice and professional and explained that the discount carpet guy should have left us the left over carpet when it was installed, but they left us nothing. The guy found a pattern within the carpet falling out, it was all in a straight line parallel to the cut edge of the installed carpet, and he found other spots on that line where the carpet was coming out that I did not even find yet. He measured and took pictures and said we would hear from Terry the following week.

The entire next week passed and we did not hear from Terry at all. We had to call him and he told us he has not got the report from the 3rd party and told us to call them! Mind you, this is after us calling and leaving several messages and Terry not calling us back, or us being told he was out for the day. WE have not been able to get a hold of anyone at the 3rd party company and no one has called us back. We called Terry again and he just keeps telling us the same thing, he has not got the report and he needs to report to determine if it is defective carpet before he will do anything because he needs his money from the manufacturer in order to replace the carpet. If the installer left carpet as he should have, it could have been patched by now, but they did not, so we have to go through this, this has been ridiculous and we are still waiting to see if Discount Carpet will even fix the problem.

Update 9/21 report emailed to us, 3 sentences saying damage to top layer of carpet that installer could not have done. What?! They were not there during the install and so how would they be able to state that in a supposedly neutral report? SO does that mean it is defective? Discount tile never called us to tell us that or that they would fix the carpet or provide a refund. When we called them about this ridiculous report, Terry insinuated we were calling him a liar! Unbelievable. Horrible, I have reported them to the BBB of Central Florida and in their response to the BBB they have said the following:


"5-15. DNA is an independent inspection company used by most major mills. (Mohawk, Shaw). The customer complain that we installed damaged carpets. The *** report, 'Based on these tests, observations and history provided, the appearance of the conditions documented were found to be attributed to some form of topical damage. If they were present before installation they would not have been installed. If they were caused during installation, typically I find signs of a failed attempt to repair the issues, this was not found.'"

Our Response

Conclusions (From inspection report):

Based on these tests, observations and history provided, the appearance of the conditions documented were found to be attributed to some form of topical damage. If they were present before installation they would not have been installed. If they were caused during installation, typically I find signs of a failed attempt to repair the issues, this was not found.