Home Depot Complaint - Defective carpet
ATLANTA, GA -- Frank Blake
Chairman and CEO
2455 Paces Ferry Road NW
Atlanta, GA 30330
Dear Mr. Blake:
I have an issue with my $6000 carpet that I purchased from the Bellevue, WA Home Depot March 24th, 2005. The carpet was on back-order at that time, but then came in early, and was installed in April 2005. After a few months, the carpet started turning black, not in a particular area or spot, but everywhere – especially where the carpet was next to the hardwood flooring – so from the hardwood floor to the living room, the dining room, the family room, and the hallway to the bedrooms. The area in front of the couch in front of the TV was also turning black.
I had the carpets cleaned, and initially took out the black, which was spreading across the carpet. But then the black streaking reoccurred, and kept spreading. I had the carpets cleaned again, but the after a couple months, the black returned. My gut instinct was there was no “stainmaster” in my stainmaster carpet. It seemed odd to me that the carpet was on backorder, then came early, and then started staining and turning black.
I called the Bellevue Home Depot for two months before someone (Keith) actually came out and looked at my carpet and took samples. I told Keith what my gut instinct of no “stainmaster” so he took samples from my home and also the roll I had leftover from the installation that was in my garage. Eventually I received a letter (November 8th, 2007) from InVista from Susan Baker, Stainmaster Consumer Care, which stated that I had no stainmaster in my carpet. She ordered new carpet in December 2007, and I had the new replacement carpet for the entire house installed on February 16th, 2008. Which means I had to take two days off from work to hire movers and have all the furniture moved out of my home for the installation to take place. I was happy that Home Depot had stepped up and taken responsibility for the defective carpet, and I told my friends and everyone I worked with at Qwest and Microsoft about my good experience.
The new replacement carpet started turning black again within 3 months. I was either in denial or didn’t think that Home Depot would replace $6000 worth of carpet with defective carpet. I had the carpets cleaned, but the carpet just started turning black in the same places it did before, usually from the hardwood flooring to the carpet, or if I dropped anything, it would start to turn black. I had the carpets cleaned again in May 2009 – but the carpets just started turning black again.
I called Susan Baker, InVista, to tell her that my carpet was turning black again. Susan asked if it was the same as before, the hardwood flooring to the carpet and in front of where people sat (TV). I said “yes” and at first she said that could not be possible, that the stainmaster had been reformulated in April 2008. She looked at my file and then said she had ordered the new replacement carpet in December 2007, and I had the new replacement carpet installed in February 2008. Two months before the carpet/stainmaster was reformulated.
I called the Bellevue Home Depot after I talked to Susan Baker, and a Kurt (expeditor) came out and took samples of the carpet from the leftover replacement carpet I had in the garage. He was suppose to send this sample to Stainmaster for a test to see if there was any stainmaster in the new replacement carpet. He also hired a 3rd party “expert” to see what was wrong with my carpet. As soon as Kurt said that, I knew I was going to get the “runaround” with Home Depot. I am sure they didn’t want to have the expense of replacing my carpet again! I have worked at large companies, and I know….
As soon as the 3rd party expert arrived, and when the first thing he asked is if I had cats, I knew he was going to say it was the cat’s fault. And of course, the results came back that the stains (all over in the exact places as the first carpet?) were cat urine. What your “expert” didn’t ask me is when I got the cats. My other cat had passed away in November 2007, before I got the new replacement carpets. I didn’t get new cats until September-October of 2008. The new replacement carpet, installed February 16th, 2008, was already turning black, and had already been cleaned once. There is no “cat” smell in my home, and people who visit don’t even know that I have cats. I am sure if I would have told your 3rd party “expert” that I had no cats and/or pets, he would have come up with another reason. He is the “expert” for Home Depot, and obviously wants to be hired again – which isn’t going to happen if he allows a claim against Home Depot. I have dealt with 3 wood flooring “experts” and each one had a different story.
Home Depot’s customer service (if you would call it that???) closed my claim. Stainmaster doesn’t cover cat urine - never mind that I had no cats when the new replacement carpet was installed and there probably is no stainmaster in this new replacement carpet. I would not know, because Home Depot and/or InVista has never gotten back to me with the stainmaster results. I have called HD customer service, and also talked to a manager, Amy, December 23rd, who said she would call me back, but never has. I have left her 3 messages this week (Mon, Wed, Thursday) with no response. All I received was a letter in the mail, dated December 23rd, 2009, telling me that because of the cat urine (?) my warranty was void.
I am giving Home Depot the opportunity to replace my carpet. Obviously I would never have the exact same carpet – because it probably still has no stainmaster, but something comparable to what I purchased in the first place. I understand now that there is a test Home Depot can do to make sure the carpet has stainmaster before the carpet leaves the warehouse. If I don’t hear from anyone, or my claim is not reopened, and I receive the stainmaster test results, then I am going to contact my local media. Maybe they can assist me, or at least bring public attention to this matter, so other consumers don’t have to go through this. I am sure there is no stainmaster in the new replacement carpet, the black spreading stains are the same as before in the original new Home Depot carpet.
I have my original receipt, the letter dated November 8, 2007 from InVista, and the letter from Home Depot dated December 23rd, 2009 rejecting my claim if you need copies.
I would appreciate a response to this letter, and the stainmaster test results.
Thank you for your time.
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