Kjellberg Carpet One Complaint - Faulty Installation! Won't Honor Warranties!
ELK RIVER, MINNESOTA -- Kjellberg Carpet One sold and installed our hardwood flooring. They installed our flooring improperly which completely VOIDED our manufacturers warranty. The floors are gapping, uneven, shifting and waving due to their FAILURE to acclimate our flooring. Acclimation is a COMMON and NECESSARY for EVERY hardwood floor installation. Acclimation is a process in which the flooring (planks) are stored in the open WHERE the wood is to be installed. Acclimation is not an option it is required for PROPER installation - to avoid the very problems we are experiencing.
Mr. Stonecipher of Kjellberg Carpet One has not contested the fact they did not acclimate our flooring. In fact, he has expressed the extreme importance of acclimation and stated they acclimated our flooring in their store. That is NOT acclimation and did not happen. Their installer took our flooring right off the truck and to our home and started installation. Kjellberg's OWN guidelines for proper installation list acclimation of 3 days, The National Flooring Association standards demand acclimation and our manufacturer demands acclimation for proper installation. Acclimation can be anywhere from 3 days to two weeks. Moisture level readings our taken of the subfloor and of the flooring to be installed - Kjellberg did not do this either.
Mr. Stonecipher will not address our issues - for 9 months we have been trying to get him to answer our questions and make good on the warranties they advertised. He will not address his mistake and the warranties that were in place upon purchase. They have not responded to us, the BBB or the Attorney General's office.
Kjellberg Carpet One advertised two warranties which apply to our situation/flooring and since we have brought up the issue they have somewhat altered/corrected their website but has not addressed those warranties with us. Not only did they advertise a Installation Satistaction Warranty but a 100% Satisfaction GUARANTY without ANY disclaimers or limitations - both these warranties apply to us. Outside of these warranties, their FAILURE to install our flooring propertly has made our manufacturer's warranty NULL and VOID - something we paid for and require.
Kjellberg Carpet One owes us a new floor. They installed our floor incorrectly by their own guidelines, The National Wood Association's guidelines and the manufacturer's guideline, but lie about it or ignore us. We have not been able to get Mr. Stonecipher to address our issue. He now wants an inspection which is a smokescreen, a diversion from the real issue, which is THEIR failure to install our floors properly, thus voiding our warranty. The ONLY answer to our problem is a new floor. The installation mistake belongs to them and the burden of advertising of warranties without limitations or disclaimers belongs to them and the voiding our our manufacturer warranty is their responsbility.
The flooring Kjellberg Carpet One installed is a horrible mess. The floors are shifting, gapping and waving due to zero acclimation. We can fit nickles between the boards and some boards have separated by 1/2 inch - continues to get worse.
Kjellberg's has broken FTC laws and they are aware of it and only cared enough to alter their website. We cannot even get a call back from these people.
We have contacted the corporate Carpet One office and they seem to be getting the same "run around" and dishonest answers from Mr. Stonecipher and honestly have not been much help to date but are assured they are still talking with Mr. Stonecipher.
It is unbelieveable that a business can get away with this kind of behavior and treatment of their "valued customers".
Kjellberg Carpet One has four locations in Minnesota - I would avoid or be extremely careful doing business with any Kjellberg location as they are all owned by the same people.
Horrible experience, faulty installation, poor quality flooring, false advertising of warranties, zero customer service or follow through, deceptive business practices. Unethical.