The Carpet Guys LLC
About us
Super Service Award winning company on Angi with over 50yrs of combined professional experience, The Carpet Guys are the flooring and carpet experts of southeast Michigan, servicing all of Metro Detroit, including Oakland, Wayne, and Macomb counties, respectively. As well as the Greater Chicagoland area and Toledo, Ohio. The Carpet Guys are also the proud recipients of the Better Business Bureaus (BBB) Torch Award for ethics in 2020 and 2023.
Business highlights
Services we offer
Carpet Sales & Installation, Flooring Sales & Installation., Hardwood, Laminate, Luxury Vinyl Plank, Sheet Vinyl, Vinyl, Waterproof Flooring
Amenities
Free Estimates
Yes
Accepted Payment Methods
- CreditCard
| Number of Stars | Image of Distribution | Number of Ratings |
|---|---|---|
| 85% | ||
| 8% | ||
| 2% | ||
| 2% | ||
| 2% |
Filter reviews by service
"Good morning Member- I wanted to say that I very much appreciate your business and I also am grateful for your feedback. I contacted my installation manager Shawn to look into the area where the drain may not be finished off to your satisfaction. In some cases, if a floor as a pitch to it close to a drain, there may not be a good way to correct that problem due to the curvature in the floor however, I was a little unclear of the exact details so I will have my installation manager coordinate with the installer and see if we can do anything to try to make that look a little cleaner for you. If you would like to contact my installation manager directly,Shawn can be reached Mon-Fri 7am-5pm at the office at (800) 375-7847 or directly on his cell phone at (586) 530-4923. We want more than anything for you to be happy with the end result so we will continue to work hard to achieve that. Thank you once again for choosing The Carpet Guys! Sincerely, Joe Zago President The Carpet Guys, LLC. (800) 375-7847"
First I want to say what The Carpet Guys failed to say until after the fact and that is "You void your Berber carpet warranty and installation warranty by using a power brush vacuum."
The Facts: The first issue was in the living room. The Berber carpet had a defect running down the middle of the room. They agreed to replace it. Once they replaced it we noticed the seam in the living room stood out. The living room has one seam and when they replaced the piece that had the defect in it the grain of the carpet was going the wrong way. The installer told us that the carpet over time will blend together. We disagreed and they sent out a rep to investigate our complaints. Additional issues that we had where the Berber carpet on the top four steps of our stairs was installed with the grain going the wrong direction, 90 degrees off. We also received a quote to refinish the wood floors in the entry way. The refinisher came and looked at the wood floor and said he was not sure that the type of flooring could be refinished. He did a test spot which confirmed he was right. Now we have a rough spot in the test area. Another issue occurred when the installers brought the carpet into the living room the carpet rubbed against the front door which scratched the paint off the door. I questioned it and the installer stated that can happen moving large rolls of carpet. Another major issue was clean up, the installers did not clean out the floor vents in all three of the upstairs rooms leaving a lot of pad and carpet scraps in them. The rep agreed with our complaints that the living room carpet grain was installed with the grain in the wrong direction, the carpet on the top four stairs had the grain in the wrong direction and the installers did a poor job cleaning up after the installation. They fixed everything accept the front door and wood floor. About eight weeks later the vacuum cleaner caught a runner in the seam in the living room and pulled an eight inch piece of yarn out. The Carpet Guys state that using a power brush vacuum voids the Berber warranty and the installation warranty; we were never informed not to use a power brush vacuum or given anything in writing. After 16 years of vacuuming our original Berber carpets with no snags, this was news to me. In addition they claimed it was not an installation defect and they would not replace the carpet. It is their responsibility to inform the customer of what voids their warranties. I could agree that it was a vacuum cleaner issue if it were in the body of the carpet but this is in the seam of which the installer had to hand cut for the third installation. The Carpet Guys tried to fix the runner by cutting a strip of Berber yarn and glue it in the void (Runner). There is still a one inch area without yarn and now we have a brown/black burn stain around the runner. After talking with the Installation Manager The Carpet Guys want us to pay them (their cost for replacement carpet and installation) to replace the carpet that we believe was not properly seamed during the third installation.
In short the quality of the quality of installation was poor.
UPDATE: Sean, the installation manager, came to our house, September 26, and inspected the carpet seam and agreed that the runner was in the seam and agreed to replace the carpet. On November 4 a different installer came out and replaced the carpet. The carpet and seam look great, thanks.
step.
People ready to help on phone and in person.
"Thank you for choosing The Carpet Guys, We very much appreciate your business as well as the time taken to give us your feedback. We are more than delighted to know how happy you are with your new floor covering purchase from our company. Without customers like you who actually take the time to tell us your opinion, we would have no way of knowing which direction we need to move in to improve. Thank you once again and if we can be of any assistance to you down the road, please don't hesitate to call us toll free at (800) 375-7847 Sincerely, Joe Zago President The Carpet Guys, LLC www.CarpetGuysOnline.com"
BUYER BEWARE
On 8/22/14 my Husband and I met with Kevin O'Keefe (who couldn't be bothered to put long pants on) with the intention of purchasing carpet for the entire house consisting of 3 bedrooms a living room, 2 closets and stairs. When I asked about the pad we were told I quote "we only offer 8lb pad because we guarantee it for life and we don't offer a choice. Since then, every ad I have collected from multiple publications all refer to a free upgrade to 8lb pad. So we have no idea what is in our house if this was the only choice especially since the carpet is 1/8 inch thick and the pad is 1/4 inch. We were quoted $5,696.00 and for that much money we assumed we were getting a quality product. We took advantage of the Angie's List coupon which offered $375.00 off of a purchase of $1800.oo or more.
Don't bother with this coupon!
All 6 ads I have in print offer $675.00 off of a full house carpet purchase or buy 2 rooms and get 1 free which for the price we paid for the carpet would have been a much better deal.
I cringe when I think about the "discount" we would have paid $6,071.00. The worst part of this purchase is the quality of the carpet and pad. We kept a piece of each which again measure 1/4 in. for the pad and 1/8 in. for the carpet.
All of that quality for the bargain price of $5,696.00
Sean and Chris came to the house and corrected the really bad install seams, however they are slowly re-appearing.
Buyer Beware!
"Hello (Member name removed), I very much appreciate you taking the time to share with me your experience that you had with our company and my staff. I wanted to let you know personally as the owner of the company, that I am sincerely sorry for the mis-communication and I will get involved personally to work with my management staff as well as Shawn and my installers to make sure we get this issue corrected for you the best way possible. Sincerely, Joe Zago President The Carpet Guys"
I would absolutely recomend them to everyone!
Pros:
CARPET:
The selection and quality of carpet was impressive. We were able to find exactly what we wanted and we were able to finance the purchase (interest free!). Now that the carpet is installed, it's gorgeous!
HARDWOOD:
Our refinished hardwood is also gorgeous! We have two large dogs. I was particularly concerned about their nails scratching the newly refinished floors. So far, the floors are holding up extremely well. No visible scratch marks, even when our dogs go tearing down the hallway.
Cons:
HARDWOOD:
The sales associate came out twice. Once, when we first considered installing carpet/refinishing our hardwood floors and then again when we were ready to move forward with our planned project. In the approximate 5 months between those two sales visits, the cost of refinishing the hardwood apparently went up. It was a bit annoying that our original price quote was not honored.
I wish the sales person or hardwood refinishers had color samples we could look at. I was surprised at the very limited colors available. Although they said it was possible to mix colors and essentially create any color - the concern about mixing colors is trying to match that mixed color when we need to do touch-ups or refinish other parts of the house in the future. We were literally provided a small paper card with approx, 20 color stains on it. It was very difficult to gauge what thosecolors would look like on our floor. We literally had to try out several colors directly on the floor. The trouble with that is you stillcan't tell exactly what that color will look like with the top clear finish on it. Plus it dries slightly lighter. All things considered, we do love the outcome - color and quality.
CARPET:
We had an additional issue with unexpected costs for binding the edges of our carpet stair runner. We had planned on having the carpet edges tucked & tacked down, rather than bound. I wish during the original sales appointment that we were told the carpet was too thick for that to be possible. On the install day, we found out from the installers that the edges would HAVE to be bound. It took an additional week to get the installer and the carpet binder back out to the house to finish our project. There was also an additional cost that had to be paid out of pocket and that additional cost couldn't be rolled into the amount we financed.
My positive experience came from Brad and his team. Brad was at my home on Saturday July 19th, installing the basement carpet. They arrived at 9 and worked tirelessly until it was finished. I was so impressed with his work standards. They even vacuumed the carpet and cleaned everything very thoroughly. I only wish Brad would have been my initial installer for my bedroom and laminate.
In my opinion, if you are shopping for flooring and decide to use The Carpet Guys, I would Highly recommend requesting Brad.
Brad, thank you so much for turning a negative experience around for us. We appreciate it.
"hello Member- I just wanted to take a minute after our phone call yesterday to say the I am personally very sorry for the mishap on your job and I give you my word personally and professionally as the founder and owner of The Carpet Guys that if given the chance we will make every effort to correct this situation and make any necessary repairs as needed. I apologize for any inconvenience as well as for any mis-communication that took place with the placement of your show moldings. We try extremely hard to make sure our customers are kept very happy and that we go above and beyond for them however, in a rare case, we sometimes fall short and I wish to do whatever I can to try to make it up to you. Please give me a call so I can try to make this right for you. Sincerely, Joe Z."
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