The Carpet Guys LLC

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. 

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It went great!

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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

They did a good job and it turned out well.

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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.

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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.

The agent came out to measure and do the estimate, and that was fine and informative, but I didn't realize we'd have to agree to the price and work on the spot or lose the quote. We went ahead and agreed to do it, but I didn't appreciate that pressure. We scheduled a few weeks out, and when I hadn't heard any kind of confirmation from the company, I called to make sure we were still on and get a time. At first they couldn't find us in the schedule, but finally they did. They said the installers would arrive as close to 9am as possible, but apparently one of them was an hour late to work that morning so they arrived a bit later than anticipated - OK, we made it work. They generally worked fast and did a good job - we're pleased with the outcome - but the unprofessional demeanor of one of the installers left a bad taste. Cursing loudly when the job gets difficult doesn't inspire confidence, dude. The other installer handled the job well, though, and gave us an opportunity to inspect the work which remains in good shape.

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