Beams Flooring America

unknown

The install in 2008 went pretty well. The installers were under some pressure to finish our job quickly as I guess they were backed up so they wanted us to let them in on Sundays, late, etc. They also did not bring everything they needed like the corner pieces where we had them cove around cabinets on the linoleum. However, overall, they did a good job and were quick in their work. The problem we are having is now, four years later. When we bought the carpet it had a 10 year warranty. There was no discussion about having to do XYZ to keep the warranty valid (in fairness, we did not ask or read the warranty so -our fault there). The first two years we had the carpet, we cleaned the carpets twice a year by ourselves. We rented a Rug Doctor and followed all of the instructions. After the two year mark we started to have our carpets cleaned professionally at least once a year. On the six month mark, we usually clean them ourselves again with a rug doctor. So in all, the carpets are cleaned twice a year and at least one of those is done by a professional. The last time that our cleaner was in (July), they mentioned that we had a problem in our hallway. It looks like the carpet is bunching up in waves. The cleaner explained that this was most likely from a cheaper pad under the carpet. So, we called Beams the second week of July to talk to them about it. As soon as we mentioned the problem, the first thing they asked was and quot;how often do you get your carpets cleaned because if you don't get them cleaned your warranty is not valid.and quot; This surprised me as I had assumed their first response would be and quot;we will come take a look.and quot; However, it was not. When we explained our cleaning routine, they said, well all the cleaning ha to be documented. We don't save receipts we get from the carpet cleaners. However, I told them that I am sure that my cleaners could verify when they came out. After we got beyond the cleaning issue, they then finally said they would come out and look when they were in the area. We waited a month and did not hear from them so we called them back in August. They told us sorry they had been busy, but that they would send someone out to look. They then called us back to get the name of our cleaner so they could talk to them about it. We waited another month and still nobody came. We called back in September and they said they had tried to call to come out but could not get a hold of us. They told us they had the wrong number. We made sure they had the right number and they said they would get someone right out. Now we sit in November and we still have not heard from them yet. They won't even come look. I keep wanting to believe in them as they were recommended highly by some of our friends, but our experience has been very different. I believe they did a good job on the initial install, but we have had trouble with the service afterwards. We can't get them to come look. *------Up Date---- - The morning after I submitted this review, we got a call and were told that they would be out to look at our carpet. Now, I don't know if my review had even posted yet, so this may have just been a coincidence. Regardless, the owner of the business came to look at our carpet. He explained that our pad was still good and showed us how to check the feel of it under the carpet. The area where we were are having the biggest problem is in our hallway (high use area). He explained that he would contact the manufacturer about the wear and let them come look. So said that we should look at hard flooring in the future for high use areas. I wish I had received that advice before I had the carpet installed. Mr. Beams was very nice when he came and I was glad to be able to meet him. I have changed (raised) some of my individual grades but overall, it was still a rough experience. Five months to get a response to a claim is to long in my opinion. I can't fault them for referring the issue to the manufacturer of the carpet as it looks like they did a decent job from the install, but they should have been out in July or August when we first called. I also wish the salesman had been more interested in advising us on the things Mr. Beams told us about when he visited (i.e. Hard floor for high use, all carpets will wear like that in a hallway, etc.) than on selling us the particular carpet he did. Once again, after meeting Mr. Beams, he is a very nice man and was willing to show us and explain what was going on with our carpets, it just took longer than we thought it should. I understand the referral to the manufacturer as well; however, the salesman definitely oversold us on the particular carpet and on the way Beams takes care of problems. *-----Update------ I was mistaken on the warranty of the original carpet, I thought it was 25, but it was only a 10 year warranty. I have updated the previous post to reflect the change. I have also added some ( ) around added material after the initial report. I also changed the overall rating from a D to a C because I felt that if I averaged all the scores numerically, it would be a lower end C. I can also report that Shaw carpet has extended a credit for around 50% of the price we paid for the carpet (not pad and install though, just the carpet price per yard) that we can use towards replacing the carpet that is wearing. So in the end, I think the outcome has been fair, it just took way to long to get to it. I am grateful for the help in the end.

My experience with them was good. They are professional. They are not the cheapest in town. They are kind of spendy when it comes to price. I would rate people who laid the flooring highly. Their professionalism was good. I would use them again in the future.