Best Buy Carpets Complaint - The Name Should be Worst Buy - Stay Away!!
AURORA, ILLINOIS -- In February 2005 I contracted with Best Buy Carpets to install carpet and Mahogany flooring.
During the initial visit their store we chose the type of mahogany. We made it clear that we wanted brown and not red wood color. At that time we also chose to have in-home finish rather than pre-finish and we were assured us that the color and quality of the in-home finish would match the chosen sample. Carpet was chosen at the same time.
Due to the extensive work that would take place in our home during the five day period, my pregnant wife and 18 month old arranged leave the premises for the week that Best Buy was to do the work.
The day before my departure on a business trip scheduled for that week, their project manager visited our home for a pre-work walk through to ensure that our preparation for the install were complete and to review the job. This was schedule to take place on Thursday, March 17th. He arrived at our home and we reviewed the work that was completed in preparation for your install team. He commented that the preparation was acceptable. He also reviewed the following work that your team would complete as part of the job:
• Wood would arrive at our home on Friday, March 18th, three days prior to start of work to ensure that it had a chance to equilibrate to the ambient conditions so to not cause expansion/contraction after install.
• All vents including cold air returns, our stairway, and counter tops would be covered in plastic to minimize clean up.
• Installation would commence on Monday and be completed by Friday.
• I provided he and the store with all contact information while I was traveling and my email address so they could contact me in case of any issues
On Friday I was at our home expecting the delivery of the wood. At 3:00 PM, when the delivery had not been made I contacted the store. They informed me that the delivery was delayed and that they would deliver the wood on Saturday. On Saturday evening my sister visited our residence at 9:00 PM and she informed me that the wood was still not delivered. On Monday I contacted the store and was assured that the wood would be delivered that day and that it would not extend the install schedule. I commented that I was concerned that they mentioned the importance of the 3 day period in which the wood would need to equilibrate in my home and was told me that that was less of an issue than previously mentioned.
My sister visited our home on Monday evening and told me that the wood had not been delivered. On Tuesday I was informed by the store and my sister that the wood was delivered and the work had begun. Of course by this point I was very concerned about the job.
I returned from my trip on Friday, the scheduled completion date for the project to find the following:
• The color of the floor was not what was agreed to and in fact it was red.
• The wood flooring was installed but still required the third coat of polyurethane.
• The carpeting was not installed.
• The air vents installed did not have dampers.
• The plastic over the countertops, vents (including the cold air return vent) and stairway were never installed and as a result the entire house was covered in red dust. The only plastic installed was what I installed prior to my departure.
I left a message at 11:50 PM on Friday, March 25th instructing them that their work was unacceptable and to cease work on your job.
On Saturday, March 26th I contacted them to inform her that I wanted to have a discussion about the flooring at your store. I arrived at 10:00 AM and the manager agreed that the flooring color was wrong and was red rather than the color specified. At that time I reviewed with the manager the importance of color as it was intended to be a match for our cabinets, wood trim and other colors in our home. As an apology for the inconvenience she offered to have a granite countertop installed on our island in our kitchen. I told her that I was not interested.
She noted that they had a hard time getting the exact wood that we had specified for our job. She blamed the issue on the wood supplier who could not get the wood that we had specified. Unfortunately she chose not to mention this to me on the days leading up to the start of our job, nor did she mention this during the week of the job. We were later told by the project manager, that she took it upon herself to choose another wood to be installed at our home, knowing that it would not be a match.
I informed her that we were not interested in keeping this wood and that she needed to find the wood that we had originally specified or an acceptable alternative. When she agreed to remedy the issue to our satisfaction I approved the install of the carpet. Over the next three months I was at their store on six different occasions to pick up wood samples. During the third visit in April, the manager informed us that the wood that we originally chose was not going to be an option as the supplier could not guarantee that they could get the wood.
In June the manager agreed to have another sample of wood for pick up at their store. I contacted her on Friday, June 24th to ask if the samples that she had requested were at the store and ready for pick-up. She said that they were there and that I could stop by in the morning to pick them up. When I arrived at the store at 11:50 AM with my two week old son and my 22 month old daughter the samples were not there. The clerk contacted the manager and she informed him that they were in fact not ready.
At this point I made the decision not to work with the manager or anyone else but the owner as it was clear that they could not provide the resolution to our issue. Throughout the previous three months the manager was unresponsive and left it to my wife or me to contact her for status updates. Her level of professionalism and customer service was abysmal. I contacted the owner to give you one last chance to remedy the situation before I handed this issue over to my attorney.
That evening the owner visited my home to discussion the situation and a potential solution. I showed and explained that since the install, the flooring had contracted (as expected when the proper equilibration time was not met) and there were now gaps of between 1/16” and 1/8” in approximately 30% of the joints. I informed the manager that the wood color was completely different and that there were numerous faults in the floor from the choice of poor quality wood.
After looking at our flooring he offered to have a stain “expert” come in and do three swatches and we could choose from one of those that closely resembled what we had originally specified, he noted that the gaps would be fixed and the faults in the wood repaired to our satisfaction. Two weeks later the stain person arrived and completed the three swatches. Although none of the swatches were a perfect match of the original floor sample, we chose the sample that was the closest match. On Wednesday, July 20th my wife contacted the store to inform them of the color swatch and schedule the job. Once again we arranged to leave our home for a week as we did not want to have a six week old and my 23 month old daughter in the house during the work that was to start on Wednesday, August 3rd.
Similar to the first install attempt, the project manager visited our home on Tuesday, August 2nd to review the work that was to be completed. I reviewed the punch list of items with him:
• Flooring was to be sanded and stained to the new color.
• All gaps between boards were to be filled and the loose boards were to be secured.
• The various faults in the floor from poor quality wood needed to be filled and repaired.
• Non closable vents were to be replaced with new vents with dampers.
• The same finish varnish was to be used.
• All vents were to be properly covered in plastic.
He informed me that all of these issues would be completed to our satisfaction.
On Wednesday, August 3rd my family left for our one week vacation with a return date of Tuesday, August 9th. I communicated with the project manager one time on Thursday to ensure that things were progressing as planned and he informed me that they were, but no work was done on Thursday. On Wednesday my father visited our home to make sure that the work was underway. He placed a large note on the countertop that read “Please Replace the Vents with Closeable Vents.” to ensure that this detail was not forgotten.
Upon our arrival we were very surprised to see the following:
• The vents were not replaced.
• The color of the floor was not acceptable, as variations in color are present.
• 80% of the floor had swirl and scratch marks.
• 50% of the flooring had high gloss polyurethane, and 50% of the flooring had matte finish polyurethane.
• The other faults in the floor were still present.
• All of the walls in the rooms were covered in red dust.
My wife and I were extremely frustrated with the lack of attention and poor quality work that Best Buy Carpets had now done for a second time. On Wednesday, August 10th at 1:21 PM I was contacted by the project manager to ask my impression of the work. I informed him of my extreme disappointment and he informed me that he noticed the same problems that I noted when he visited our home on Saturday, August 6th. He also mentioned that he had a conversation with the owner where he informed the owner of the same issues He said that you had offered to have your team come in again in another attempt to remedy the issues and that the job would take two days maximum. I told him that I needed to have some discussions and that I was probably not in favor of this approach as I had already given them ample opportunities as required by Illinois State Law to remedy the issue.
Because of our extreme dissatisfaction Best Buy's work, we have made the decision to have another company replace the flooring. My advice. Stay Away from Best Buy Carpets!!!!!