The Carpet Guys LLC

Put down a $400 deposit for their carpet deal. Then Empire beat the price and offered us a more appealing carpet so we decided to go with them. Sent the refund slip to the company and they are denying to return a deposit. Within a day of writing the check it was cashed and now they seem to be giving me the run around when I try to get my refund from them.

Jeff Pascal, the Design Consultant, was very helpful and informative.

Well, never got to the install. I had to cancel my order (July 6) due to a surprise car bill. I made sure I cancelled within the contractual guidelines, but found it very difficult to get my money back. I was told (in-person) 7-10 business days for the refund ($300.00). I called on July 14, and was told, "I talked to the controller, and she said it was sent out on the July 13". I was told to call back if it hadn't arrived. I waited another week. No refund. I called on July 23rd, left a message for the controller. I left town, and came returned from my trip, and called again on July 30, to follow-up about my refund. Nothing. Finally, on August 1, I talked directly to the controller, and was told, "I sent the check out on July 7, I'm not sure what happened". Today (Aug 1) I talked to the the owner and let him know that the customer service was horrible. I asked him, "Why am I the person following-up with your office about what is rightfully mine?" "No one has called me, no one has followed-up with me about anything". I informed him, that had it not been so difficult to get my refund, I would have gladly rescheduled. To the owner's credit, he was very apologetic, and offered to make the situation right. However, I told him, "I'm not a gold digger, and I don't want something for nothing. I don't want free carpet/carpet pad, I just want what is contractually mine. I just want my refund". The refund is now being sent Fed-Ex, after 4 phone calls. This was my experience in obtaining a refund for services that were never rendered.

it was great. Joe worked hard to set it all perfectly. I had a very difficult situation, and it was complicated with many factors.. The team from the office, the owner, the installers all worked their butts off taking good care of me. I recommend them and hope you heed this, I am a difficult and discerning customer. it was not an easy task for them, but made it seem so, kindly with aplomb. please call Joe and tell him Colleen sent you!

Joe and the team went over and above to deal with complications that arose during my planned install day. A++ service, hard workers from the people in the office to the last guy at my house, where I will tell all my (nosy they are) neighbors why I allowed the sign to stay in my yard far past the expected time frame. Joe called me himself multiple times and was willing to do anything to get this job done right, even when presented with a litany of complications. Kudos to the entire team. I will call them for any flooring need i have in the future, and I was discerning about every detail. Great job guys and gals! Call the carpet guys to get it handled, they can do it right and with a conscience.

Not a single issue with the company. From the initial quote to the install of the carpet everyone was professional and great to work with.

It went excellently. Two installers ( Ron & Kenny) did most of the work; arriving around 9 a.m. & finishing, with a couple guys that came in at the end, around 5 p.m. I have an 1150 square foot condo; and everything except my kitchen floor was redone: 2 bedrooms & closets, hallway, stairs (with rails going upstairs) & a set of basement stairs, & living room. I have had carpeting installed several times in several homes over the years, but THESE GUYS WERE THE BEST! Also, my carpet design consultant, Mazin, was very helpful, knowledgeable & patient while I chose my carpet from samples he brought to my home.

The Carpet Guys installed the carpet in our house right after we bought it. We called them back out twice due to ripples/waves in the carpet. Having them come back meant that we had to take apart and move all our furniture and belongings from the carpeted areas, so that was a lot of work. However, they came back out and fixed the issue and now we are satisfied with our carpet.

I contacted carpet guys and a couple other companies for estimates on replacing the carpet in a spare bedroom. I ended up choosing the carpet guys because from initial contact through estimate everyone was very helpful and responsive. Mazin came to my house to measure and give me the estimate. He was fast and professional, but since I hadn't talked to all the companies I waited to collect additional estimates before making a decision. When I call Maz back to schedule the installation he returned to my house the following day and scheduled the job. Very responsive. Yesterday carpet guys called to schedule the installation for between 8 and 10 this morning. I received a phone call from my installer, Ron, around 7:30 this morning letting me know they were on their way and would be here within 30 minutes. Ron actually arrived early! He and his helper got right to work moving furniture and removing the old carpet and pad. These guys weren't messing around and stayed on task for the entire time they were here doing the installation. After the carpet was installed they vacuumed up and moved the furniture back into the room. It looks great, even the closet area looks perfect. Maz and Ron made this whole experience stress free. Thanks.

They were excellent, I would give them 10 stars if I could, they were so nice. They were so honest. They were very respectful. Worker Brad was the hardest worker I've seen.

Soon after inquiring about an estimate, a salesman stopped by to take measurements and show me some samples. I found a sample I really liked, he have me a compelling quote and an install date of within that week. It was quick and easy. I had 3 other quotes, but they were a hassle in comparison.

My laminate is AWESOME! It holds up perfectly to two dogs and three teenagers. So easy to clean, and my house has much less dust than when I had carpeting. Financing was quick and easy. Hoping to redo my entire second level this summer. Thanks Joseph Zago

I sent in a request for estimate the rep called me back immediately her name was Ashley she was most helpful and knowledgeable with such a big project she really put us at ease and made us feel comfortable,. The salesman came out the next day an was running a few mins late, but did call to let us know which was still very much in the given time frame, He showed us many samples an answered all needed question. He has able to give us the exact quote, write the deal, an schedule installation right then and there- Will send a following review after install next week

Prompt service, salesman was very informative and not pushy. Customer service was very helpful with my questions. Once I set up my install the process was very easy. I have not purchased carpet in the past. I was a little uneasy about the whole experience. The installers were on time and were very friendly and professional. Thank you for your services!!!!

From the first call made, until the follow up call to make sure everything went well after installation I was blown away! Set up appointment which was at ideal evening times so my husband and I could both be present, the sales rep was punctual, knowledgeable, courtesy! Was able to get a NEXT DAY INSTALL!! Installers arrived within the the beginning of their time frame, they were professional, and swift! They finished before the estimated time they had even given us when they arrived. I was very impressed, and LOVE our new carpeting. Over all was more than impressed with all aspects.

Paul was a great salesperson --- came out to the house to take measurements and talk about carpet options. Very professional and easy to work with. Installation team were equally as professional and paid close attention to detail. Basement carpeting looks great! Thank you.

We are happy with the quality of the product and installation of the carpet and flooring. However, we've run into a couple issues. The sales person was at our house for over 3 hours. We asked numerous times to see other colors/quality and they only went out to get other options after it was clear we weren't going to purchase the samples they were trying to push. After installation, they left the transition off the floor because they said with the new subfloor the alignment was off. They said we'd just have to buy additional strips. This would have been no problem, but 1 - they were expensive 2- I didn't have the right tool to cut them and 3- once I finally had them and had them cut they didn't fit because I needed a different size alignment bar. The nice thing is, they came back out to fix it, but I'm surprised they didn't either quote it as part of the package in the first place, or take care of it before they left. We had our kitchen painted before the floors were installed (so we wouldn't get paint on the new floors). While rolling out the floor they put a couple dings in the wall which I'll now have to go back and fill and repaint (hoping the color match is good). We were charged for a vent cleaning. When the company came out to do the vent cleaning they couldn't believe that we had been charged as it is supposed to be a free service that is worked out between Carpet Guys and the air duct cleaning company. Finally, we put a $1000 deposit down on the $4100 price of the service. The rest we financed. When we got our first bill it was for $4100! When we called they apologized and said that happens from time to time and they would get it fixed. Again, overall the quality of the product and service was good and they did come out and fix a small cut in the floor that we did when moving the appliances back into the kitchen, this was much appreciated. The main issues we had were with the sales process. Not being upfront with us to start, charging us for things that we shouldn't have been charged for and then not crediting us for the $1000 check we wrote.

Way too pricey for my budget. I use the basement as utilitarian only and let the salesperson know that. I was told they don't use "cheap" materials. What I wanted was something decent that wouldn't break the bank. The salesperson said that carpet would be much more affordable, but carpet is the last thing I want in a basement that was one that flooded along with many others in Aug. of 2014. An entire basement of soaking wet, ruined carpet to try and haul out? No thanks.... I ended up doing epoxy on my floor and it looks great - no fuss, no muss and the price fit the budget.

Person who came out and measured was very nice. Installation went well. A couple weeks later we asked for a copy of the warranty and we were told they do not put their warranty in writing. We still liked our carpet and referred The Carpet Guys to my sister in law. She was told we would receive a referral fee but we never received it. After a year and a half we called to get our carpet re-stretched. We left a message the first time with our salesperson but there was no call back. The second time we called we were informed that we would get a call back from the service department in 48 hours. We never received a call back. Called back a third time and the person was very apologetic and assured us we would get a call back. Never got a call back. They are quick to install but follow up is terrible. Update as of 8/24: I have updated my rating due to the recent follow up from the Carpet Guys. Initial review was a D. After posting my initial review I received a phone call the next day from the Carpet Guys. The apologized numerous times for not getting back with us. The apology truly seemed sincere. They had someone out the next day to stretch our carpet. They also verified that we should have received a referral check and we have already received it in the mail. Recent follow up has been great. They took responsibility for what happened and assured us that our initial lack of response is not the way they run their business. Review Update: Recently we had a bald spot in our carpet near a seam. We called the carpet guys and they sent out a repair crew. The crew came out and used a remnant from our original carpet install that we kept to fix the bald spot. While they were at our house we mentioned that we were also continuing to see the carpet shedding. We have seen this from when the carpet was first installed but were told to expect some shedding through the first year. The repairmen said it seemed unusual, especially for a 3 year old carpet, but would need to have someone else come out to look at it. They took the piece of carpet with them that they replaced. A couple days later we did receive a call from Shawn. He had reviewed the sample that was brought back to the office and he felt that the carpet was delaminating. He said he would submit a claim for us but, needed receipts for our carpet cleanings, at least 2 for the 3 years we had the carpet. We mentioned that we didn't keep our receipts and he stated that the carpet manufacturer required professional carpet cleanings at least every 18 months otherwise they would not honor their warranty (this would have been good information to receive when we first got the carpet). He stated, this carpet manufacturer was one of the worst carpet suppliers for warranty claims as they seemed to find technicalities to avoid approving warranty claims. I questioned, " so you sold me the worst carpet?!" He back tracked and said no, they have good carpet but they are hard to get a claim through. As you can see from my initial review I tried to get a copy of the warranty when we first received the carpet. We were told that they do not put their warranty in writing. I inquired again in Aug of 2015 when we were trying to get installation repairs completed and Shawn said they do not have copies of the carpet warranty and sent me a text with a picture of the back of the carpet sample. It shows Vision Carpet Mills and the lengths of the warranties including 20 year manufacturing defects. If you look up Vision Carpet Mills warranty on-line you cannot find any info on their warranty. Shawn submitted the claim with some pictures (not the best pictures in our opinion) and it was rejected since we did not have our 2 receipts for professional cleaning the carpet in the 3 years we had it. We were able to find one receipt and Shawn resubmitted the claim and it was rejected again. I asked, "so what next?" He basically said we were at a dead end unless I could find another receipt. So I asked about the Carpet Guys inability to provide any valuable warranty information that would have informed us that we needed the carpet cleaning receipts and if they would stand behind the carpet they installed. He washed his hands and stated the warranty is between the carpet manufacturer and the consumer. BUYER BEWARE OF THE CARPET GUYS AND THE CARPET THEY INSTALL! Now whenever I see their commercial or trucks in the road my stomach turns. I have 3 1/2 year old carpet that is delaminating, "falling apart" and the Carpet Guys are saying there is nothing else they can do since I do not have copies of enough professional carpet cleanings. I will be investigating what other options I have to correct the situation

Turns out Home Depot provided me with an estimate that was less than half the providers' estimate. I would rather go to HD in the future.

They did a good job and it turned out well.

The sales person was very polite but a little pushy about closing a deal. We got the "I can only guarantee the price of you purchase today" routine. He also did not provide many samples to look through,only four. I had already chosen the flooring, so it wasn't a huge problem, just a bit more of the 'sales pitch' to only bring the most expensive samples inside. The installation team was very nice, but made several comments about never having installed this kind of laminate flooring before. It didn't instill confidence. The trim work was a bit sloppy and we had to ask them to fix several places that were out of alignment or mismatched. We got the impression these guys were subcontractors and didn't work exclusively for the company, but that is just our opinion based on their comments.

The installers arrived on time after a slight mixup with the scheduled day. They moved furniture, ripped out the old carpet and padding and put it outside for the garbage collectors. They installed the new padding and carpet and moved back all of the furniture. Before they left, we pointed out two seams that were noticeable. They said if the seams did not look better in a week to give them a call and they would come out and fix it. We called after a week, got the original installers out in two days to fix the seams. They now look great. The Carpet Guys have qualifty carpet selections and employ their own installers. The two installers for us were very hard workers and polite. It was nice to have the original installers come back to fix the seams.

Kevin was very helpful in selecting the carpet and was very patient with us. The pricing was great. They didn't have to replace the nail stripping, only the padding and carpet.

Extremely professional and facilitated cancellation of order. Would use them again if I need carpet