Possible carpet installation disaster...please weigh in with your info

[disneybound31]

Okay, this isn't pretty. Got a drink? A snack?

So carpet guy arrives on time this morning and I call DH to race home so I won't be alone in this. It took about 10 minutes for DH to get home and in that time guy manages to get so irritated as soon as I show him what I want fixed-that he begins to 'talk' very loudly (infront of my kids ) about how if I didn't want seams that show then Lowe's should not have 'pushed' plush carpet on me (hello- I picked it!) Then he starts pretty much ranting that whoever told me seams won't show is crazy and he wants their names because he bets they have never laid carpet. He goes on to say that the (nice) manager I have talked to about these problems has no idea what she is talking about as she has only been employeed there for 2 weeks(?) and does not install carpet. I think he said 'Does SHE put carpet in?! I don't think so!!"

DH arrives. We go in one of the kids bedrooms to play board games with them. I quietly start telling DH what is already happening. He is pretty mad. I really wanted to ask carpet guy to leave right when he started in with the attitude, but I was alone at that point and DH and I decided to give him his chance to fix everything. So carpet guy and his wife (?) proceede to 'work' on the carpet for 5 1/2 hours! First thing that lady cuts a piece of carpet and starts to hot glue it into the first hole. I go right to her and tell her I am not going to be happy with that solution as I have already explained how I want the seams smoothed out where all those holes are in every bedroom doorway. They realize that we are not going to accept their half-a** job this time and start grumbling about having to rip up the carpet back there and do-over. WEll, if they had done it RIGHT to begin with!! Plus, guy states to me first thing he HATES TO COME BACK AND DO THIS SORT OF THING. Again, do it right the first time dude.

Never an apology. Never seemed to feel bad that this was happening. Continued to try to argue things with me about too short carpet pad (where we could see and feel it drop off- he said HE PREFERS it that way!? I said 'well, I do not.') Kept asking ME wahy did I think the doorway of DD4's room was so humped up and seam so obvious. I replied that I didn't know. That maybe the pad was overlapped or something-- but that only HE would know because HE put it down... not ME. Tried to tell me the huge seam in the living room would relax-- it is a 20 foot long seam guys. He never even messed with that. Kept asking me "What do you want to do about it?" Finally I had to say "I don't KNOW what to do to fix it. YOU guys are the ones who know how to fix it. I just want it to be RIGHT." We had this encounter several times.

So long story short. They finish. He plunks down a paper for me sign... no hey, come look at our work... no hey, would you like to inspect the corrections...no, hey we are sorry about this hassle. Just; "Your're not signing your life away-- this is just so I can get paid." Um, whatever. I wanted him gone so I DID sign and I DID NOT look at his work first. I know, I should have but my kids were hungry and tired of hanging around and DH had just had it. They leave. We inspect. We find a few NEW problems now. (One I HAVE to tell about is where four inches of carpet was too short to be properly held tight by the metal gripper at a bathroom door. It was just laying on the subfloor NOT ATTACHED AT ALL! He HAD to know he did that.) And a couple that he did not fix at all. To give credit- they DID get several of our complaints fixed nicely.

DH and I dropped the kids off at MIL's for a little visit and then we headed straight for you know where. The manager at Lowe's was shocked at my pictures (I finally got the camera to take close ups right before guys go here this morning! Got the old problems AND the new ones! ) This time I spared no details about the bad attitudes and the very unprofessional manner in which I was spoken to. I told him I never wanted to see that man again and this is what I want to have happen: 1- Someone in management needs to come TO OUR HOUSE and personally see these things. 2- I either want another installer to come right the errors or I want a refund of at least the installation fee so I can hire an outside company to do it.
He said absolutely and that they would come out, look at it all, and get us a new installer. I was too exhausted at that point to push for the refund. We'll get to that bridge when it comes.

Everyone at Lowe's has been very polite, professional and apologetic. The subcontractor, on the other hand, has been nothing short of horrendous. It really is a toss up, I suppose, whether you get a good one or not. But I have decided never to get in a situation again where work is contracted out. If I can help it.

Thanks for everyones help and advice. It is very appreciated.

 

[StephMK]

Wow, you were right about the popcorn for this one. Unbelievable!! Sounds like you are handling yourself very well, hang in there & stay tough!

It makes you wonder if they don't just use the cheapy installer and figure the percentage of people that might not complain will make it profitable despite putting up w/his issues. Regardless how he feels about his employer, they are the ones you contracted with & you have a right to the results they have promised, whether he agrees or not is not your problem.

When we moved to one of our previous houses, we used super cheap carpet because that's all we could afford at that time & had no issues w/seams or holes. If cheap carpet can be laid w/no obvious seams, I would think any style of carpet should be able to be laid w/o the issues he claims are normal.

At this point, you may want to fight for a full replacement. I'd be wary of potential future problems that may come up after you've had the carpet down awhile. Good luck!

 

[disneybound31]

StephMk- When we moved into this house (our first home) it had HORRIBLE carpet. Thin, cheap and dirty. And I never saw a seam. I never found a hole. I couldn't help but mention this to the guy and he just looked at me. So, yeah, I agree with you totally!

I'm wondering about future problems too. It has a year installation warranty but I plan to deal for a written clause from Lowe's that if there are any more probs that I will either get a full (at least for installation) refund or they have to pay for the bill from another company. At this point I don't think I can handle a full replacement. This has disrupted our lives and been so time consuming that other, more important things have taken second place. I am involved in sharing the care for my very ailing grandfather- Parkinson's and moderate Alzheimer's- and have not had enough time to cook enough for him and help my mother with some of burden- burden is not the right word at all- help my mother share in the honor of caring for him. He is a wonderful man and it seems most of the rest of the family wants to be in denial that he needs our care. So we do it gladly, but also with sadness. The rest should be doing their best to improve his quality of life instead of turning thier heads. It IS hard to be in it with him-- but isn't that what family is? We have to be in each others stuff even when it's hard. Whoa, way off topic. Sorry-- guess I needed to let that out. Thanks for listening.

 

[StephMK]

I'm sorry to hear about your grandfather. I can understand about wanting to get back to your life & having this behind you.

Hope you get a quick & satisfactory resolution from Lowes. They should give an installation & carpet discount based on the fact neither is satisfactory since the installer has created issues with both.

 

[lbgraves]

Good grief!!! I hope the manager that comes out gets this taken care of for you quickly. Our carpet has been installed for 15 years in this house & has a couple seams. You can see them if you look at the right angel but they basically don't show. This makes me very glad that we bought our carpet from Lowe's & installed it ourselves. It is in a big room but no seams. The kicker made my leg hurt for a day or two but at least it looks good.

 

[disneybound31]

ERRRRAHHHH!!!! I woke up this morning and there are NEW seams popping up now!! I can practically see every seam in this blasted carpet and each time I follow it to the end I find NEW HOLES WHERE IT ISN'T SEAMED TOGETHER AT THE BASEBOARD!!!! I followed one under the bed -- HUGE OPEN SEAM TO THE SUBFLOOR!! Are these people crazy?! I've had it. I am demanding multiple managers come out to see this crap and then I want a whole new shipment of carpet and a refund for the installation. Then I am calling the REAL local carpet company to come in. This is just a bunch over bull over CARPET for goodness sakes!

 

[TENIA66]

So Sorry To Hear About Your Grief, Stress Has You In A Corner............will Pray For You And Yours....god Bless......next Time Go Laminate!!!!

 

[IDoDis]

When I had my first house built, I showed up on the day the carpet was being installed. They were almost finished with the house. I had paid extra for upgraded carpeting & padding. I noticed the pad was the standard pad, so they had to rip up the whole thing and start over the next day.

When we had our 2nd house built, I chose really good carpet and wanted to make sure it was put in correctly. The builder contacted me the day the carpet was going in so I could meet the guys at the house. I showed them where the furniture would be going so that they would know where to best hide the seams. A good carpet layer will not have the seam going across the room in an obvious place. Sometimes there is no way around having seams due to the size of the rooms, but they can put them in places where furniture might be.

My neighbor's carpeting was done very badly. She has loose carpet in the middle of some of her rooms (It's been a few years, but the carpet started pulling loose a couple of years after being installed since it was a shabby job).

On a side note (since you are going through a big expense and huge hassle), once you are all set and things get worked out, don't use soap products on your carpet. That only attracts more dirt. If one of your kids spills something, blot with paper towels until dry instead, and use hot water and vinegar. We call our carpet cleaner guy "The Soap Nazi" -- "No soap for you!" Find a company that only uses very hot water and products w/out soap. You'll pay more for the cleanings, but your carpet will get cleaner and stay looking new longer.

Good luck with everything! I hope it all works out in the end.

 

[disneybound31]

IDoDis- Thanks for the tips! I will store that cleaning info away for the future.

Bit of an update: This afternoon I got a call from the manager of our local Lowe's and he asked if today was too soon to come see the carpet. I said come on, anytime. He came an hour later and not only was appalled by the poor quality of the job and their 'corrections' that he must have apologized 50 times. Then he actually found a problem in the master bedroom I had not uncovered yet. THEN when we were looking under the bed (it is massive and DH and I had not moved it to check for more issues- it actually has to be taken apart- big hassle) the manager found oil/grease stains in a perfect handprint from where they had taken our doors off the hinges and not cleaned their hands and obviously touched the carpet. I never complained before, but they had left that grease everywhere. I had to clean doors, jambs, baseboards and even some furniture. So he added that issue to his list.

By the end of his visit he decided that the carpet had been so manipulated and cut on it just needs replacing so they are ordering new carpet- bringing a new team- and re-installing. He never mentioned a refund so I did not bring it up. Should I push a refund/discount if they are going to take care of it? He acknowledged what a big hassle this has been and how inconvenient it will be to have it redone... but nothing about money. I certainly feel better now that it has been seen and determined to be a bad job- and I feel like they WILL fix it. I would never try to 'make' money of something like this, but I hear what alot of you are saying about demanding a discount for the trouble. All I have ever wanted is what I paid for. Maybe now I'll get it.


Oh yeah- he mentioned that carpet guy would NOT be getting paid at all for this job and would have to pay out of his pocket for the new install team!! That made sense to me, but man, it he going to be angry!! He got so mad when I asked about the holes and if he would please put down the gripper (metal pieces) I ordered instead of what HE liked- I would hate to be the one to tell him about the $.
Manager said if he contacts us then call Lowe's immediately! Scary.

 

[StephMK]

This is some saga! I'm glad to hear that the mgr is appropriately appalled & willing to make things right. I still think you should be entitled to a reduction in price paid. If it was just a bad job that was immediately handled by Lowes & redone, that would be one thing. For all the hassle you've gone through & run arounds plus having to have the repairs then still needing to set aside yet more time for the mgr to review THEN more time for another install, they need to discount the job. Good luck!

 

[Luv'sTink]

The seams will not get better, only worse. The gap between the base boards is probably not fixable either. I would call Lowes immediately and have them send someone out to evaluate the job and get your money back. If they will only have the carpet reinstalled I would insist on another installer.

I personally would not pay for it.

I agree.

 

[teamagic]

Glad to hear that a manager came to your house and your are going to be getting new carpet. I would make it a point to call the manager that came out to your house and "confirm" with him that your new carpet has been ordered. Then I would what else Lowes was going to be doing for me? You could tell him that you would like a discount on the carpet since you have had such a hard time. It only seems fair that they discount your carpet or give you a gift certificate to the store. Lowes should realize all the frustration and time you have spent on having new carpet installed. Keep us posted.

 

[Gillian]

I'm glad that worked out for you.

If he didn't mention $$ compensation, and you don't want to ask for any, you could instead ask for an upgrade to the new carpet or pad. Not that you need to, but you certainly are entitled to something for the disruption to your lives, having to deal with the crazy installers, and the loss of your time.

Best of luck with the new install!

 

[happypooh]

Sorry abit off topic - We had empire do our carpets for our basement - they did a great job and we were real pleased - no seams...but then our basement flooded (after no problems for 10 years!) and so now the insurance people ripped up our pad under the carpet and are trying to get the carpet to dry...I'm relieved we are covered on our home insurance but would much prefer to get the carpet replaced as I think the seams are going to show when they try and put things all together again! Aghghghgh! Anyone else have experience with carpet life after a flood? (a mini one not katrina sized!)
To the OP - I do hope all turns out better on your re-install!

 

[jessica52877]

My mom just got new carpet and the seam was HORRIBLE! I couldn't believe it. Well it for a 2nd house and they are only here a couple times a year, so our next trip up 4 weeks later when the guy was supposed to come back, the seam was hardly as noticalbe and the "lump" that was there was gone. I Couldn't believe it! So I guess maybe some do get better, although I would be upset.

The only carpet we have ever had installed they did a great job with the seams, only know where it is because I saw them put it in, now they did put a nail and a foot through the wall and never tell me! But beyond that a good job!

 

[disneybound31]

I'm glad that worked out for you.

If he didn't mention $$ compensation, and you don't want to ask for any, you could instead ask for an upgrade to the new carpet or pad. Not that you need to, but you certainly are entitled to something for the disruption to your lives, having to deal with the crazy installers, and the loss of your time.

Best of luck with the new install!

We had already purchased the best carpet pad available at Lowe's and the carpet is a Mohawk brand and is one of the better grades- were pretty happ with it. It took forever for DH and I to decide on it and the color so I don't want to go through that again! The carpet looks really nice throughout the home-where there are no problems, that is! I guess we could ask for a totally new carpet and then go pick the best and most expensive, but we probably won't. I just want what I paid for. How would I go about asking for a discount? I've thought about it now that so many people have mentioned it... I just can't figure out what to say.

 

[luvindisneyworld]

Okay again I will say do not pay for it at all.Let them eat the carpet and have the first installor pay for the new onstallation.Please dont Pay them for it.This is more than enough for you to have them pay for the whole job.Dont let them just tell you what they are going to do,You tell then what they are going to do and f they dont like it take it to court or something.My DH is the installor that has to go back and fix everyone elses problems and there have been so many times that the customer has been reimbursed and get ne carpet and installation.So from what DH says you can get it from them just do something about it.
Hope everything works out for you.

Misty

We had already purchased the best carpet pad available at Lowe's and the carpet is a Mohawk brand and is one of the better grades- were pretty happ with it. It took forever for DH and I to decide on it and the color so I don't want to go through that again! The carpet looks really nice throughout the home-where there are no problems, that is! I guess we could ask for a totally new carpet and then go pick the best and most expensive, but we probably won't. I just want what I paid for. How would I go about asking for a discount? I've thought about it now that so many people have mentioned it... I just can't figure out what to say.

 

[disneybound31]

Hi everybody. I'm back and with an update if anyone cares to hear any more about this stinking carpet situation. Our new pallet of carpet for the entirety of the house was ordered today. It took me literally screaming my head off at more than one person to get anything done about it. Everyone one was just so lax and "we need to decide what to do" and then NO ONE would ever return my phone calls or call when they said they would. EVER! So finally this past weekend I really started threatening some action. Dropping words about contacting the cc company... how I was FINISHED with this whole drama and would be demanding a refund from corporate... well, lo and behold the new carpet is on its way and will be installed by a nice gentleman who has already been out to see my problems and told me right away that he could only do a re-install job on this mess.

So, here's the lesson I've gotten from all this. Be FIRM from the beginning if you don't get what you paid for. Also I have decided that whenever possible I will plan to use the small business owner to get my work done. Small businesses HAVE to be good to stay afloat... not 100% true 100% of the time, but mostly. We have run a small family business for 65 years. We are the best florist and antique shop in our county and that is simply because we all work very hard and very long (esp. my poor dad and mom) and make sure EVERY customer is happy. No exceptions. So, it's good to support the 'little people' too!

Thanks for listening. I'll update when the new carpet gets here.. it can only get better! Unless it gets worse... oh, no!!!

 

[teamagic]

Glad to hear that you are finally getting results. Hope the re-install goes better. Keep us posted.

 

[loveswdw]

Keeping my fingers crossed for you!

We had two rooms of carpet installed last Friday by Home Depot. They did a GREAT job! We are really happy with it. I was really worried after reading your OP but it looks great.

Hope your new carpet turns out well.