BIG BOB'S NEW & USED CARPET

I would never use Big Bob's again nor recommend them to anyone I know. The carpet installers did arrive on time but other than that did not get much else right. First off an unmarked van shows up in front of my house and drops the new carpet, tools & 2 non english speaking workers in my front yard. The foreman does a quick walk through my house with me and rattles off instructions to his installers and then leaves to another job. This would all be fine if the installers did a good and careful job and then waited outside to be picked up. Instead what I ended up with was a rushed job, a cracked mirror in one room and a cracked tile in another, also the joy of stepping on the tack strip a few times now where they did a poor job of installing near the room transitions. Both issues with the mirror and tile occurred on the last step of the process when they were stretching the carpet. In the case of the mirror the worker owned up to it right away, while we were waiting for the foreman to come back to assess the damage the workers were waiting outside and that was when I noticed a cracked tile by my front entry way. This they did not tell me about and I was already extremely frustrated with the broken door and lack of being able to communicate with the installers so at that point I called big bob's directly and asked for my sales person or someone who speaks english to come and help assess the damage. I ended up getting owner Jack out to my house. At first he was nice and had told me that his installers are required to carry insurance and that this would be handled. He had his foreman go out and purchase a door and that was replaced immediately. We then looked at the tile in my front entry. The tile that was broken was the first tile that butts directly up to the threshold where the carpet meets the front entry. Jack told me that it would be hard to find a match to this tile and if I could find another tile in the house he would have it replaced for me or there would be monetary compensation. After spending some time going through the house I was unable to turn up a spare tile so I contacted Jack to see what type of monetary compensation he was talking about and I was offered $35. I told Jack I did not feel as though that was an adequate figure and he then proceeded to tell me that he thinks the crack was already there and that his installers insist that they didn't do it, he also went on to tell me how long he's been in the business and that is how he determined that the crack looked to be existing(because this cracked tile was broken by his workers, this to me speaks volumes not only about Jack's knowledge or lack there of but his lack of ethics not only as a business man but a person). At this point I was pretty taken back by his comments and didn't know exactly how to proceed. My original intentions were to inquire about the purchase of new tile for the entry way but my thought was that I would ask that there be no labor costs for the installation since this was broken by his workers and I felt as though that would be a good & fair resolution to this issue as there really was no other possible avenue to get my house back to the way it was before his workers entered it. We however did not get this far because of Jack's insulting comments to me, his customer. Really what I do not understand is if his workers do actually carry the insurance that he says they carry why not just have the entire entry way replaced at his workers cost(not an unreasonable request, it's a small entry way, maybe 3'X5')? This after all is the point of having insurance and would keep his businesses name from being dragged through the mud & I would think make his worker less apt to make this type of mistake in the future. Really the bottom line is that this is the cost of doing business, your people break something and they should fix it, after all I have every right to expect my house to be in the same condition it was in before his workers entered it. In hind site I know now that I should have taken pictures of any areas that work was being done in which seems rediculous but I learned this after filing a complaint with the BBB. They told me they can assist me only if I have proof of the tile being in tact via photo evidence before his workers entered my house, makes sense, I cannot argue with that but seems rediculous that this falls on me to think to take pictures before hand. Really I would think that good practice for a business doing this type of work would be to 1 assess & identify any existing damage before doing work to avoid these types of issues and 2 would be to have the knowledge and presence of mind to not only bring these types of touchy areas to my attention ahead of time but then to also excercise some caution when working near those areas, none of which were performed, this was just get in and get out as quickly as possible. So if you're looking for a company that drops off installers & equipment in your front yard and leaves you with no one you can communicate with about the work being done. Someone who doesn't care about doing things the right way and taking care of customers when issues arise this is your company. Again I would not recommend them to anyone nor would I ever use their services again.

Dave is the owner and was a pleasure to work with. Always friendly on the phone and in person, he came out to measure my entire home and I decided to start with the main living space. His main installer, Dan, had stopped by in advance to check the parquet floor in the kitchen. They demo'd the old carpeting and parquet floor and stayed a little later so they could wrap up getting the floor laid. Dan came back the next morning to finish up the trim work. They cleaned up afterwards and moved a few pieces of furniture around since they were too big to remove from the room. I'm very pleased with the final product and everyone who has seen it thinks it looks great! Would work with them again and also recommend them.

Good experience. Installation went well. Would wholeheartedly recommend again. No issues encountered that were previously described in Angies list.

FOR STARTERS, THE WRONG CARPET WAS INSTALLED WITH DEFECTIVE PAD (WAS LUMPY, LIKE SOCKS UNDER THE CARPET WHEN YOU WALKED ON IT). BIG BOBS REFUSED THAT THEY HAD DONE ANYTHING WRONG. OWNER CAME OUT TO LOOK AT THE JOB AND RELUCTANTLY AGREED TO HAVE IT REMOVED AND REORDER THE CARPET AND THE PAD... BUT ONLY WITH SEVERE PERSUASION. BINDERY SENT OUT WRONG CARPET A 2ND TIME. BIG BOB'S OWNER DID NOT WANT TO BACK HIS PRODUCTS OR HIS WORK AND WAS A COMPLETE JERK THROUGHOUT THE ENTIRE PROCESS. HE WOULD NOT GO AFTER THE CARPET BINDERY FOR THE MISTAKES THEY HAD MADE IN DELIVERY (EVEN WHEN THEY WERE OBVIOUSLY IN THE WRONG). HE MAINTAINED THIS ATTITUDE STRAIGHT THROUGH EVEN WHEN THE BETTER BUSINESS BUREAU CAME IN TO ARBITRATE THE ISSUE.(EVEN THE EMPLOYEES AT BIG BOBS COULDN'T BELIEVE WHAT THEY WERE SEEING.) ULTIMATELY, I ENDED UP PAYING $1600 BUCKS FOR CARPETING THAT I DID NOT WANT. I WILL NEVER RECOMMEND THIS COMPANY TO ANYONE AFTER THE MONTHS OF GRIEF THEY PUT ME THROUGH.

NEW MANAGER, ED SMITH, WAS A GREAT HELP AND DICK, THE INSTALLER, WAS FAST AND EXCELLENT.

CUSTOMER SERVICE IS REALLY BAD