HORTON'S CARPET

We agreed on the product, set a date that was about 3 weeks out, paid the down payment and left, thinking everything was ok. The day before they were to install the flooring my husband and I moved the refrigerator to the dining room, preparing for the installation. The morning of July 11, 2019 we were waiting and about 9:45 am no one had called or shown up, so I called and talked with the bookkeeper “asked if she knew what was going she said that we were still on the schedule and she would call to see what was happening and would call us back. About an hour later she called and said there had been a fire at the warehouse on July 3rd and our flooring had been damaged, everyone had been notified, did we ever check our messages? Obviously she had not been notified either or we would not have been on the schedule. She said the material would be shipped on the 15th and they would call and set a time for installation. No one called, so we went to the store and talked to our sales lady on Thursday July 18, she said that her boss told her not to do any scheduling as he would handle it. She actually called the bookkeeper to check where the materials were and was told that it was in town. On Friday, July 19th we drove to the east store to talk with Jessie (he is the co-owner of Hortons) as she said we should do. No one was at that store, but a note on the door told us what store he was at. We drove there and asked if he was there. He came to meet us, he shook my husbands hand and never acknowledged me as even being in the room. We told him why we were there and his response was- What do you want me to do about it? Astounded we said that we would like to schedule an appointment to get it done. He didn’t write down our name, he needed to check the shipment, at this point we told him that it was in town, he said he would look into it and give us a call later that day. I gave him my cellphone number and we left. As you can guess we didn’t receive a call. Monday morning July 22nd I called the store and asked the bookkeeper if she knew if we were scheduled, she said let me check, Jessie came back on the phone and said “Didn’t I tell you I would call you and here it is 8:45 on Monday morning, I’ll CALL YOU AND HUNG UP” Today is August 13th and he still hasn’t called. On July 31st, Debbie called and wanted to know if our flooring was installed, I explained what Jessie had said, she immediately made an appointment for August 7th, at this point we had been waiting almost a month. The couple that came to do the floor was very efficient and the job was finally done. I will not ever go back to Hortons Carpets again. We had done business with them since 1984 as all the carpet in our home was done by them. I will tell you that Debbie and the guy that measured the floor was very competent as was the installers. Needless to say we were very disappointed.

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The process for selecting the flooring went really well. We found Adam to be helpful and interested in our needs. We ordered the product and started the process. An employee came to measure and we pointed out that our cabinets did not have any trim pieces currently installed. The material was ordered and we set up an installation appointment. The price was somewhat more expensive than other companies, but we thought we would be getting a good product with good service. The installers (third party contractors) came and seemed to do a good job overall. There were a few issues that came up that they were able to work out for us. However, no trim had been ordered for the area around the kitchen cabinets. The cut around this area was very ragged and the edges were curling up. We brought this concern up to the contractors, but they could only work with the materials they were provided. We called Horton's only to be informed that the trim was not ordered and that it wasn't needed. We disagreed, as the floor looked unfinished and we were worried about damage. Within a few days, the floor had curled up enough for the cats to catch it. Horton's continued to blow us off and eventually the contractors themselves corrected the situation. In addition, after looking at the laminate that had just been installed, small dents in several of the laminate pieces were noted. Unfortunately, they were right in the middle of the floor and not easily replaced. We asked Horton's about this, and they blew us off. Our concern was that the denting would void any warranty. We were informed that a Horton's rep would need to come and look at the damage. We agreed, but Horton's never again contacted us. Overall, we would hire the third party contractors again, but would avoid Horton's. They ignored our phone calls, set up meetings for which no one showed, and, in general, treated us poorly. We understand that issues come up, but a good company cares how they handle the situation. Horton's only seemed to care about getting paid.

Initially my experience was good. I thought they were helpful right up to the point where I had a problem. When I went to them with the problem I was having I felt like they just blew me off. First they tried to tell me there wasn't a problem. Then they said it might be a problem but it is not our fault, etc. Finally I had this other gentleman that did this for a long time and what they didn't realize when I first brought him in and they started to blow him off too, was that he was a certified inspector for the company that made the carpet. So they really couldn't blow it off any more. And that was the point where they said they would replace the carpet. And at that time I also found out that they overcharged me. They made me buy much more carpet than what was needed if they had laid it correctly in the first place. I will not use them again in the future.