CARPET HUT

I was in need of carpet replacement for my entire downstairs after experiencing flooding from hurricane Matthew. I purchased $4000.00 worth of carpet and padding that was installed in late April 2017. The day the carpet was installed, there was an immediately noticeable puckered seam line down the length of the entire family room, approximately a foot from the wall. I immediately called Vincent, the store manager. He stated that the carpet was likely pulled tight and needed to relax, but sent the installer out the next day to check it. The installer rolled a tool called a train over the ******, but there was no change. I called Vincent back and he stated that the carpet may have not been pulled tight enough. He asked that I wait 2 weeks to see if the ****** would relax and that he thought it would. After 2 weeks and no change, I called. Vincent then said that it was normal for this type of carpet. After explaining that I have never had this problem with other carpets, he stated that he would get with the installer. He called me back that day and said that he was ordering a replacement section and would let me know when it came in to schedule the installation. After several weeks of hearing nothing, my husband stopped by the business and spoke with Vincent. He stated that he had spoken with the carpet manufacturer and that they were sending tape to adhere to the seam to fix the problem and that he would get back with us. Again, after hearing nothing for several weeks, I called Vincent. He stated that he had the items needed for repair but the installer was busy and asked that I wait. After more weeks of hearing nothing, and now about 8 weeks since initial installation, my husband stopped by the business and was able to schedule installation for that weekend. Unfortunately, my husband was working and unaware I had scheduled a trip out of town, so I immediately contacted Vincent to plan for another day. He stated he would get back with me, but never did. After waiting several more weeks of hearing nothing, my husband went to the business. Vincent then told my husband that the problem was on us because we were unavailable to meet when they were available. He finally called the installer and scheduled the repair. It was now July. The installer showed on a Saturday with no carpet replacement, only the same train tool and tape that he did not feel comfortable using. He told my husband that he could not fix the problem and that he didn't want to try because he couldn't do it any better and was afraid he would make it worse. There has been no attempt from Carpet Hut to address this problem since this time. They have been misleading, provided false information, and have been non-responsive and shown lack of care to fix the problem.

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