Carpet Planet

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When we placed the order, Carpet Planet assured us that they could do the hardwood flooring installation for us within the time that we had available. Unfortunately, this did not happen. Instead, the following problems occurred: 1. The installation date was supposed to be on September 24-25. My wife had scheduled to be off for three days: Sept. 24-26. The sub-contractor they hired ("Our best guy") to do the job did not show up despite promising to do so two days in a row. 2. The install began on Friday, Sept. 26. The existing wood floor was removed, left in our trash cans and driveway and the new flooring was delivered. I had to call them to have someone come to get the flooring & trash. On Monday, Sept. 29. The sub-contractor, name redacted (another "Our best guy") arriving late, began installing the flooring. 3. On Tuesday, Sept. 30, the sub-contractor, again arrived late, finished installing and began sanding the floor. He indicated he would be done before 5:00PM. He finished staining the floor at 7:30PM that evening. The fumes from the stain and finish made me ill. 4. On Wednesday, Oct. 1, the sub-contractor,, again arrived late at 1:30PM and began applying the finish to the flooring, (and our window seat) leaving at 7PM. We did not realize it at the time, but he had taken my wife?s expensive Norwex mop and was using that to apply the finish, ruining it. He also did not even wipe off the window seat before applying the finish, ruining it as well. Our insurance company paid for us to stay in a hotel that night and the following due to the fumes and being unable to cross from our bedrooms to our kitchen or living room. Upon inspection of the floor on Friday morning we noticed many problems including but not limited to: exposed staples, damaged wood, smeared finish, blobs and puddles of finish, uneven baseboards and uneven transition from kitchen to wood floor. Also the bench that resides in the entry way of our home now has two stains on the cushion that appear to be stain and finish as well as two very distinct rings on the wood arm from a wet can of stain that was placed directly onto the wood. We immediately took photos and emailed them to Carpet Planet and called to explain the problems and our dissatisfaction with the situation. They assured us that he would bring out his ?best guy? to resolve the issues and make sure our floor looked ?good as new?. Carpet Planet brought another sub-contractor (#3) to our home on Saturday, Oct. 4. He agreed there were serious issues and assured us he could fix the floor. 5. On Tuesday, Oct. 7, the sub-contractor showed up late and I reiterated the issues we wanted repaired. He sanded areas, re-stained and reapplied the finish. We stayed a hotel that night due to the fumes and being unable to cross from our bedrooms to our kitchen or living room. The sub-contractor did the best he could to rectify the issues we discussed . However, the floor still had problems: scratches, blemishes, finish puddles, large putty areas, unevenness and other issues. We discussed the matter with a certified inspector with the National Wood Flooring Association and he indicated that these issues should not be present on a new install. He advised us to contact Carpet Planet and give them the opportunity to rectify the problems with the hardwood flooring install. We called Carpet Planet and described the issues and they decided to have Keefe Jaten, Territory Manager from Denver Hardwood Co. come down and look at the floor. After discussing the issues with Mr. Jaten on Oct. 11, his suggestion was to have the floor completely re-sanded, replace some of the boards, redo the transitions and then re-stain and refinish the flooring. We agreed. The following week, I visited Carpet Planet and delivered a letter detailing our current status. I also requested a refund on the money we had deposited with them for carpet installations contracted for later, expressing a lack of confidence in Carpet Planet?s ability to have the job done correctly. They refunded our deposits. At this time they informed us that the fourth sub-contractor (Yet another "our best guy") would not be able to come out until November 12. They assured us that this sub-contractor would make our floor ?good as new?. We felt we had no other choice but to agree. 6. On Nov. 12, the fourth crew of sub-contractors arrived early; I showed them the issues Mr. Jaten and I discussed. Roy said he could fix most of the issues by redoing the floor but he would not do the transition into the kitchen because of the possibility of having the tile crack. 7. On Nov. 13 the crew came back and applied the finish. Despite having laid out plastic, they still managed to get some on the new carpet. The floor, finally, is acceptable. There is still a large puttied seam in the transition to the kitchen. (NOTE: After a few days- the wood near the stairs came apart and we had to hire a different company to come out and fix it). In summary, our hardwood flooring install that was supposed to take 2 or 3 days, instead took 8 working days over the span of 8 weeks to be completed. This required my wife to take an additional five days off and for myself to take one complete day and several additional hours off. It also caused us to pay for a storage POD for an additional 2 months, and stay additional nights in hotels not covered by our insurance company. This job took four crews of sub-contractors, one of whom said he would be out two days in a row but failed to show up either day, one who had no respect for our home, damaged our property , made threatening phone calls and showed a complete disregard for generally accepted install techniques. And one, who, bless his heart, tried his best to correct the disaster left by the previous guy but was unable to do so. I cannot begin to express my disappointment and dissatisfaction in the manner in which this install was managed by this company. Follow up: I refused to pay the remaining balance on the work and I provided the receipts for all the additional costs I incurred during the project in excess of the remaining balance as the reason. They responded placing a mechanic's lien on the property. I finally settled with their attorney and paid most of the funds for the project just to be rid of the whole mess and disaster this company caused us... lien was removed.

In the sales office, the whole staff was very helpful and friendly. The installation crews were very friendly and professional. Crews showed up when they were scheduled and performed outstanding work.

They were polite, efficient, and the quality if work was perfect. Plus the price was best I found. On time. All great in all respects.

The salesman Little Joe was very knowledgeable. Installers were all business - got the job done the same day. And a great job it was - we were very happy.