At the end of the day, Carpet One refused to complete the job unless I accepted the manufactured riser. I was able to recoup money for labor and underlayment for the unfinished area, and I was provided an extra 6 boxes (325 sq ft) of matching flooring for a new contractor to use to correct their problem. Because I had paid them in full prior to install, they were able to keep labor and material costs for the floor they installed which now had to be either torn up or covered up in its entirety.
I know this has been a long read, but I have heard from so many other homeowners who have experienced similar unprofessional installations and downright condescending behavior from the owners of Carpet One. While I adored the salesperson we worked with there, I would never recommend them to anyone wanting to put down flooring.
When I hired Carpet One, I considered using a different installer. I could have saved thousands, but was easily sold on their promises of professional installation, satisfaction guarantees, and expert knowledge. We agreed to pay over $10k for the materials and labor. When I returned home after the first day of install, there was a 1 inch difference between the new finished flooring and our existing tile.
I spoke with an attorney who agreed I could file a suit against Carpet One, but inevitably that would mean leaving my floor half finished and a trip hazard until legal proceedings wrapped up. I once again went back to the owner of Carpet One hoping they would correct their mistake. I spoke with Todd. He advised me he recorded our phone call.
During that 30 minute conversation it was inferred that my measurements (the same measurements confirmed by a handful of contractors and pictured below) were wrong, I must not be reading the tape measure correctly. When I asked why I wasn't made aware before install of the height difference, I was told that these things are common sense, and it would take a mile long checklist to please customers like me. I was told it was the job of my other contractor (who was here doing drywall work) to make me aware of the difference. I was told I was not accepting a simple solution, expecting something for nothing, creating an issue where there wasn't one, and being threatening by mentioning I had spoken with my attorney.
After speaking with them, I contacted several other contractors in (and out of) town. All of them agreed this was done incorrectly. Home inspectors told me this was a trip hazard and would not pass inspection. Several of them wouldn't give an estimate to fix the problem because they "don't clean up other people's mistakes". Jeff Peterson with JP flooring explained exactly what should have been done the first time, and gave me a reasonable estimate to completely redo the floor. Because it is a glue down, there was no chance of salvaging the materials.
So I will be leaving reviews on their business page, google, and with the BBB, but I think it's important that you all see this (and share this) locally in the Carroll area too. $10k wasn't pocket change to my husband and I. We expected (and deserved) to be treated professionally and have our home reflect paying that much for flooring.
I was told by several carpet one employees (including the owner) that this was "standard", "normal", and "acceptable". I was offered a custom made risers which would essentially be ramps to fill the voids. (There were three areas where the new flooring met tile).
Carpet One Floor Home Carroll is a US General Contractor based in Carroll, Iowa. Carpet One Floor Home Carroll is located at 811 Plaza Dr, Carroll, IA 51401, USA.
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