Smartstrand Carpet Complaint

This is an important post for those who are in the market for new carpet. Carpet defects are not common but when they do happen it can be difficult to get a remedy.

How To Buy New Carpet Like A Pro!

Smartstrand Carpet Complaint

Dear Alan

I am hoping you can offer some advice. We purchased Mohawk Smartstrand carpet for the master bedroom of a “seasonal” residence. Two adults and no pets inhabit the residence for approximately 5 months of the year.

The condo is in Florida. The carpet was purchased 8/2013. The carpet is showing excessive wear patterns anywhere we have to walk on and the carpet looks “matted” and frayed. Mohawk denied our claim because we didn’t have the carpet cleaned after 18 months. We pointed out that we had not been living in the residence for a total of 18 months. The store we purchased from in Naples, Florida asked us to have it cleaned and recommended a carpet cleaning company. Now after the cleaning, the carpet fibers look worse and the carpet looks dirty. The carpet cleaner also noted the wear patterns were not improved by the cleaning.

View original post 447 more words

Advertisements

Smartstrand Carpet Complaint

Smartstrand Carpet Complaint

Dear Alan

I am hoping you can offer some advice. We purchased Mohawk Smartstrand carpet for the master bedroom of a “seasonal” residence. Two adults and no pets inhabit the residence for approximately 5 months of the year.

The condo is in Florida. The carpet was purchased 8/2013. The carpet is showing excessive wear patterns anywhere we have to walk on and the carpet looks “matted” and frayed. Mohawk denied our claim because we didn’t have the carpet cleaned after 18 months. We pointed out that we had not been living in the residence for a total of 18 months. The store we purchased from in Naples, Florida asked us to have it cleaned and recommended a carpet cleaning company. Now after the cleaning, the carpet fibers look worse and the carpet looks dirty. The carpet cleaner also noted the wear patterns were not improved by the cleaning.

Mohawk has been difficult to deal with and the dealer where we bought it is not standing behind their product. Is there any way to contact someone at Mohawk other than the usual customer service representatives, who might have some authority to help us? Do you have any suggestions or recommendations?

Thank you for any assistance,

Ron

___________________

Hi Ron

Can you tell me the room measurements and the price you paid for the carpet only?  (Per square yard or by per square foot)

What type and density of padding was used? What was the total price for the whole job, carpet pad and installation?

Is this a beach house?

Alan

__________________

Dear Alan

Thank you for getting back to me. I’m so discouraged by this situation.

No, it’s a condo on the 5th floor of a 15 story building, not directly on any body of water. The pad used was 7/16”, 7lbs density. Currently the carpet retails for $5.49 a square foot. I measured the room myself; the main area is 14’ x 29’. There is a 4x 4 entry area leading into the large area. There is a 10’x 4’ hallway from the main area leading to a bathroom and a walk in closet along the hallway approx 13’ x 5’.

Ron

_________________

Hi Ron

Here is my opinion on the issue:

From your provided information, it appears from the amount you spent on carpet tells me that it is a good quality carpet (about $45 per sq yard) and the pad they used was of sufficient quality and density. The problems you are dealing with should not be happening to you. If a carpet shows major signs of wear and tear after just a few months, then there is something seriously wrong. I suspect there is a manufacturing defect of some kind. Your carpet dealer is your best bet for a solution to your problem.

A locally owned carpet dealer has some leverage with the carpet manufacturer in situations like this. Keep calling and asking for their help to resolve this. If you can’t get your carpet dealer to help you get your carpet inspected; get a valid claim filed with the carpet manufacturer, and/or get some sort of resolution, then you may want to consider filing a lawsuit in small claims court. (It’s not a fun thing to do and is often difficult to win).

Alan

________________

Dear Alan

Interesting update! The carpet dealer has now offered us a replacement allowance of $2,100 plus free labor if I purchase new carpet from them. I’m enjoying reading your website articles about how and where to purchase new carpet.

Many thanks for all your help and advice!

Ron

 

 

Best Carpet Choice for Home

Best Carpet Choice for Home

Dear Alan,

I live in Clinton Township Michigan.  My husband and I are looking to replace all of our upstairs carpet. The carpet to be replaced includes a hall, a stair case with 12 stairs, and four upper bedrooms.

Last week I stopped into a local family owned carpet store to look at a carpet that I had seen in a family member’s home. The carpet was made by Mohawk and is made from 75% Smartstrand and 25% P.E.T. Polyester.

Tonight we had an in-home estimate from a well-known shop-at- home company. The salesman brought out some plush style carpets that he stated were great for high traffic areas.  He showed us a 60 oz weight, and a 50 oz weight carpet samples.  I asked him if in fact that they carried “Smartstrand” and he said yes however that it was a special order carpet.  He went on to say that the sample that I had from the local dealer was only about a 30 oz face weight and would mat down over time. He instead suggested that his Shaw plush style was a much better choice for the stairs and hall.  He quoted us $3,750 to do the hall/stairs and the four bedrooms. I had received a quote of $4,036 from the local family owned carpet store with the 30 oz face weight carpet.

Both offered 8 lb padding. The shop-at- home company offered padding without the moisture barrier, they have it but he did not believe that we needed it (because it is just me and my husband in the home), but the local dealer offered padding with the moisture barrier.

I came across your site after going online to look at some other local carpet stores to see what they may have to offer.  I guess I would like an expert such as you to weigh in or give some advice as to why the local carpet store would only offer us a 30 oz face weight and give a quote of $4000 dollars and the shop-at- home carpet company quote $3,750.00 with w 60 oz face weight.  Looking forward to hearing back from you.

Cathy

Hi Cathy,

Thanks for your carpet questions!  I have to make some assumptions with the limited information you gave me, so this email is my best “guesstimate” response for you.

It sounds like you had Empire Today out tonight to show you some polyester carpet samples. I never recommend buying carpet from Empire, and I don’t recommend you buy a carpet made of PET or Polyester fibers unless you want it to last for less than 7 years. Those are the absolute worst fibers, no matter what they tell you. Neither of two carpets you mentioned can handle medium to heavy foot traffic regardless of their 50 or 60-ounce face-weights. Fiber type, Tuft twist and pile density are way more important factors to consider than is a higher face-weight. You need to consider all the carpet specifications to know if the carpet is durable enough to handle your application and last as long as you anticipate. (See attached carpet durability chart)

A carpet made of Nylon is always the best choice for stairs and hallways and other heavy foot-traffic areas. Smartstrand, P.E.T. or Polyester fibers do not perform as well on stairs and hallways as they tend to mat down quickly in medium to heavy foot traffic applications. If your home has low foot-traffic, then a Smartstrand (Triexta) fiber might work well for you, but it should still have good specifications, hopefully more than 30-ounce face-weight and good pile-density rating (see attached carpet durability chart)

Best Padding Choice

You don’t really need a moisture barrier padding, so why pay extra for it. A good quality Rebond type pad, 7/16”, 8-pound density will do the job just fine. Learn more about moisture barrier padding and other specialty padding types.

Take my free carpet foot traffic test to see what level of foot traffic you have.

I have three preferred dealers near you. Here is a link: http://www.carpetprofessor.com/preferred_carpet_store_in_detroit_MI.htm

#howtobuycarpet

Alan

www.carpetprofessor.com

Expert reveals secrets to buying new carpet like a pro!

The Best and Worst Places to Buy New Carpet

The Best & Worst Places to Buy New Carpet

 

© Alan Fletcher- Carpet Expert & Consumer Advocate. 

Are you wondering where to buy new carpet and flooring to truly get a fair and square deal? Do you want to know how to easily recognize a carpet scam! I’m Alan Fletcher, a 30-year Carpet expert and trusted consumer advocate. 

In this candid report I reveal the untold truth about:

  • Where and where NOT to buy carpet, 

  • How to choose new carpet wisely, 

  • How to negotiate a great deal on new carpet 

  • How to avoid making costly and common carpet buying mistakes!

  • And much more…

 

Below I reveal the most common retail outlets for “Where to Buy New Carpet and Flooring” and give you my unbiased and professional opinion about buying carpet or flooring materials from them. Learn which carpet retailers to avoid and where to find your best carpet deal!

 

#1 Locally-Owned “Family Run” Carpet Dealers 

 Score 5.0/5.0  , My #1 Favorite Choice

With a few remnants stood up along the back wall, some in-stock rolls of carpet on display, a neat and tidy showroom and a good selection of brand name carpet samples. These long-standing neighborhood flooring retailers buy first-quality carpet directly from the carpet manufacturer, provide excellent customer service, have fair & square pricing, have knowledgeable staff and provide qualified installers. Should you ever have a problem or complaint they will do whatever it takes to ensure you are completely satisfied. Over the past few years I have compiled my own “hand-picked” list of reputable locally-owned Carpet Dealers that I am proud to recommend to my readers. See who I recommend near you

 

 

#2 Nationally Advertised or BIG-BOX Carpet Retailers

Score 1.5/5.0

These corporately owned conglomerates blanket the airwaves with repetitive TV commercials, radio ads, billboards and bus stops! They have locations located all over the country. I think home improvement warehouses like Lowe’s and Home Depot fall into this category because they use private labels, they farm out their installations to other companies, they require payment upfront at the time of purchase, and they may even charge you a fee to come out and measure your home. Should you have a carpet problem, they may just tell you to contact the installation company or contact the carpet manufacturer directly. In many cases, if you have a problem, no one is willing to step up and accept responsibility for your problem or complaint and you could end up stuck with a carpet that you are unhappy with. Learn more: Should I Buy Carpet from Lowe’s, Home Depot, Empire Today or Costco?

#3  800- Carpet Wholesalers

  Score 2.5/5.0

These are carpet and flooring peddlers who will send you small carpet samples through the mail. They want you to buy their carpet virtually “sight unseen” (other than a small swatch) There are no refunds on discounted carpets so you really have to be fully aware of all the fine print. You can save money if you buy from a reputable carpet

  wholesaler as long as you know exactly what you are buying and fully understand how the entire carpet buying process works and what is expected of you, especially regarding the delivery of the carpet and what you are required to do if you need to return a roll of carpet. Some 1-800 carpet outlets stores are reputable and some are not. The burden of being knowledgeable about your purchase falls solely upon you.  See who I recommend near you

There are six more dealer types to learn about on my website…

Read my complete and FREE detailed report by clicking here

The Best & Worst Places to Buy New Carpet – http://www.Carpetprofessor.com

Carpet Measuring: How Much Extra Carpet is Needed to do the Seams?

Dear Alan,

Thank you so much for your information on carpet and how to measure and purchase. I have had your recommended dealer out to measure to give me an estimate. We both came up with the same square footage of 566 but they added 118 sq. feet more making the total 684sq ft. Is that reasonable to add that much for laying the carpet and seams? Its 3 separate bedrooms of carpet and the connecting hall is hardwood.

Thank you in advance for your help.

Sincerely, KJ in Texas

 

Alan’s Reply:

Thanks for your email! Measuring for carpet is surely challenging especially when seams are involved. I understand your concerns.

Unless your bedrooms are all less than 12 feet in width, you will need some extra carpet to do the seams properly. Since it appears that you do need seams, that means one or more of your bedroom(s) are wider than 12 feet.  I have no idea how they figured the additional carpet needed for the seams as there are many ways to do so. You should feel comfortable to call the salesperson and ask them to help you understand how they did their calculations and where the seams are located and in how many pieces. Let me explain how it works…

  • Carpet usually comes in 12 foot widths.
  • Every carpet has a nap that must be laid down in the same direction when doing seams. (You can’t ¼ turn the carpet)
  • Carpets with a pattern repeat require more carpet to properly line up the seams.

Let’s say for example that your master bedroom is 13.5 x 16, that would mean you would need a seam along one wall about two foot wide by sixteen feet long. If you order just 2 extra feet of carpet, the seam would end up being pieced together in 8 pieces. That would be time consuming and difficult to do and might not look too good. You want to have as few seams as possible. So to do the seam in just three pieces you would need to order an extra 6 feet of carpet. That’s 6’ x 12’ or 72 sq. feet.

In your case they have ordered about 10 extra feet (10’ x 12’) so you may have more than one bedroom that requires seams or maybe there a pattern match to contend with.  The 118 sq. feet they have added appears to be reasonable. The amount of extra carpet needed also depends on how many pieces of carpet are calculated to do the seams.

Below I show two examples, one room has the seam made using three pieces of carpet and the other only uses two pieces of carpet to make the seam.

Notice the difference in square feet needed. Perhaps these rough diagrams will help.

 

More Free Information

 

Click on the diagram below to see a larger view. 

 

room measure w seams

 

 

We had a Karastan nylon carpet installed about 8 years ago. It’s now deteriorating rapidly. We continue to find thousands of broken carpet fibers in the carpet and on adjacent surfaces every day, even after vacuuming. Please Help!

Question:

We had a Karastan nylon carpet installed about 8 years ago.  It’s now deteriorating rapidly. We continue to find thousands of broken carpet fibers in the carpet and on adjacent surfaces every day, even after vacuuming.

I was led to understand that nylon carpet is the most durable fiber available, so I’m very surprised at this deterioration. Parts of the carpet are often exposed to sunlight, and deterioration is worse in those areas.

Is this deterioration common in nylon carpets? Would steam cleaning prevent further deterioration?

_________________________________

Alan’s Response:

Thanks for your email. Sorry to hear about your carpet troubles. I don’t have a complete picture of your circumstances so I am going to give you my best opinion and a general response and let you draw your own conclusions. Feel free to respond with additional info you think may be pertinent! There may be several issues you need to consider…

Carpet Shedding and Fuzzing Explained: http://www.homecarpetshopping.com/why_do_carpets_fuzz.htm

Direct and indirect sunlight is bad for all carpets and causes the fiber to become faded and weak and the backing to become dry and brittle. This sounds like your main issue. Other factors that may be contributing to the deterioration: Your climate, type of heat used in your home, very low humidity combined with other climactic factors can easily play a part to your carpet deteriorating more quickly. Heavy foot traffic, active kids and pets, and improper maintenance also help break down the carpet fiber prematurely.

From my website: How Long Does Nylon Carpet Last? http://www.abccarpets.com/carpet_cost_longevity.htm

Contact the retailer where you purchased it and ask them to come out and take a look. Do you have your original sales receipt showing exactly what carpet style you purchased? If so, they can look it up to see the warranty limitations. Do you still have your original warranty paperwork? If so, you may still have some limited recourse from the manufacturer if you have followed all their warranty requirements to the letter.

From my website:: http://www.carpetprofessor.com/about_carpet_stain_warranties.htm

Steam cleaning will not solve the problem, but is required periodically to keep your carpet warranty in force. If your warranty has expired or is null and void due to your negligence, then you should contact a reputable carpet cleaning expert and have them take a look. They may have a way to help extend the life of your carpet for a little while longer.

From my website:: http://www.carpetprofessor.com/Reputable_Carpet_Cleaning_Care_Guide.htm

Yes, nylon is the most durable fiber available today, however not all nylon carpets are created equal. It all boils down to the manufacturers specifications of the carpet in question, including: Fiber type, tuft-twist, pile height, pile density, fiber face-weight, and much more… How well the carpet is constructed makes a big difference in the life-span and overall durability of the carpet. Take a look at my Carpet Durability Chart (see attached file). It may help you make wise carpet choices in the future.

Karastan does make a good carpet, but some carpets are only designed to last 7 to 10 years.  Maybe your carpet has already lived it’s intended lifespan. Don’t expect to get a free replacement or a huge discount on new carpet, but there is a small chance for a little something in your favor if the dealer you purchased from is reputable and locally-owned. Family-run flooring dealers are often willing to (throw you a bone) give you a discount on your new carpet to make sure you are a satisfied repeat customer.

If you purchased from a locally-owned, family-run flooring dealer, I have found that being pleasant and patient during their investigative process will usually lead to a better end-result for you, if you know what I mean. I doubt you will have any warranty coverage at this point, but the dealer knows you have plenty of friends, co-workers and relatives in their service area and you might mention you would be happy to recommend them highly and post a favorable online review if you are treated right. If you did not purchase your carpet from a locally-owned family-run flooring dealer, then your outcome may not be very favorable for you.

Hope this helps!

Alan J. Fletcher

Website: AbcCarpets.com

Trusted Dealers: Alan’s Recommended Carpet Dealers

Email Alan@AbcCarpets.com

eBook: Alan’s Complete Carpet Buying Guide – Kindle at Amazon.com

Expert reveals secrets to buying new carpet like a pro!

How to Measure for Carpet in 4 Simple Steps

“How to Measure For Carpet In 4 Simple Steps”

©Alan Fletcher – Carpet Expert and Consumer Advocate

Many carpet salespeople are not well trained in the art of carpet measuring and may sell you more carpet than you actually need.  It’s a common problem that could end up costing you hundreds more than you actually need to spend. Here’s how to protect yourself from overmeasuring:

To protect yourself from being overcharged for materials or labor, you need to find out approximately how much carpet you need to buy. But remember, having a carpet professional measure your home for you is always the best way to go! Notice that I said “Carpet Professional”, I did not say “Carpet Salesperson”. Some salespeople measure very well while others have absolutely no idea what they are doing, and you might not be able to tell the difference until it’s too late.

However, you can easily learn how to measure your home for carpet in four simple steps. This can help you avoid being overcharged for carpet, pad and installation or help you get a good idea about how much your carpet project is going to cost. You just need a tape measure, paper and pencil and a calculater.

After you do all four steps and measure your home for carpet, you can also take your diagrams to the carpet retailer or other carpet seller and they can determine how much carpet you need from your diagram. This will help you confirm how much carpet you need and help prevent you from being overcharged for materials and labor.

Step One

Draw a simple diagram of your home. I did this drawing on my computer using a simple “paint” program; you have a paint program on your computer too, look in “accessories” in your program files.

The drawing doesn’t have to be perfect but the measurements need to be accurate.  Just a simple drawing with all the rooms shown is all you need. If you have a two story home, then do two drawings, one for upper, one for lower. Your drawing should look something like this…

Click here to read the full article:

http://abccarpets.com/how_to_measure_for_carpet_in_4_simple_steps.htm