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.

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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.

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Tempted by Home Depot $37 Carpet Installation?

Tempted by Home Depot $37 Carpet Installation?

 

A new round of 2014 TV ads from Home Depot now offers whole house carpet installation for just $37.00. Big box stores want to entice you to buy new carpet from them and it would seem that they are willing to give you a fantastic deal on installation if you do. The question is… Who’s Installing Your Carpet?

 

Why are they giving away carpet installation for just $37?

There are several reasons why they are giving away carpet installation for just $37. They used to hire carpet installers directly but his backfired on them. Homeowners posted a ton of complaints on the internet claiming poor carpet installation and poor customer service. Today they contract out their installs to an independent installation company.

Let me ask you… If you pay just $37 installation for a whole house full of carpet and the installer does a lousy job, what recourse do you have? Maybe they will come back and try to fix it. Maybe they will say it’s a carpet defect and that it is not their fault. Maybe they will refund your money…  But wait….You only paid $37 for installation right? What is their financial liability to you in the event they cannot satisfy you?  Might it be a $37 refund? What will it cost you to fight them in small claims court?

 

Who’s Installing Your Carpet?

Big box retailers used to hire sub-contracted carpet installers, but they had a real hard time finding and keeping qualified installers. It didn’t take long before all the real good installers left and would never return to work for the big box stores again.

Why?

Back in the 90’s Home Depot paid local installers a little better for carpet installation than the locally owned carpet stores, but they were so unorganized at the store level, that every morning a dozen or so carpet installers would stand around for hours waiting to load up the carpet and pad for the day’s job. Most often, the store personnel could not locate the carpet because it was buried somewhere in the back room along with dozens of appliances, boxes and various building materials. It would take a fork lift operator hours to finally uncover the rolls of carpet that had arrived the previous week.

 

Where’s My Carpet?

Often the carpet would be delivered to the wrong store, or the carpet would not arrive on schedule and the homeowners were never notified of the delay. Homeowners were heaping mad! They had already moved all the furniture out, taken time off work and the homeowner ended up waiting hours without a call or explanation. Carpet installers were angry too. A whole day was wasted without any pay because the job was scheduled but the carpet never arrived.

The store manager knew nothing, the person who ordered the carpet did not do any follow-up, and when a homeowner would call for an update, nobody knew anything. When a homeowner would call, the staff would often say something like, “Bob is in charge of handling all that and this is his day off!” Then and now, I seriously question Home Depot’s ability to properly run a carpet business. I do not think they should be in the carpet or flooring business at all.

Home Depot finally decided to contract out all of their carpet installations to independent flooring installation companies. This limits their liability since they now have nothing to do with the installers directly. If something goes wrong with your carpet install, Home Depot may simply refer you to the installation company, “Here’s their phone number, give them a call and have them come back and take a look.”

 

But is it an installation problem or a carpet defect?

The carpet installer says its a carpet defect NOT a bad install. Now you have to call the carpet manufacturer and ask to have an inspector come by and take a look.  The carpet inspector comes to your home and says it’s an installation issue NOT a carpet defect. Now what do you do?

What is $37 carpet installation really worth? Do you want to spend thousands on new carpet and then pay almost nothing for one of the most important aspects of the job? It doesn’t make much sense to me and I have been in the carpet business over 30 years. Any carpet you buy must be installed properly or it will wear out prematurely and improper installation can easily void the carpet warranty too.

What a sweet deal for big box retailers! Just collect all the money (profit) upfront and never have to worry about dealing with carpet complaints. They even use an independent company to do all their in-home measuring, and they can charge you a hefty fee for that if you don’t buy from them. (read more about carpet measuring scams on my website).

 

Beyond the definition of a “Basic Installation”

How can installers survive on $37? In reality, they are paid more. Not only that, they are allowed to charge you excessively for every little extra option you require. Need some new tack-less strips? Need carpet on stairs? Need metal transitions or thresholds? Need the old carpet and pad removed and hauled away? Have a Mobile Home? It’s all extra.

The list of extra charges you might encounter beyond their definition of a “basic installation” could easily cost you hundreds more than you expect. When the carpet installers show up with your new carpet and have the chance to take a good look at your home, they will then let you know exactly how much more you have to cough up for them to install your carpet. Have your checkbook ready!

 

Where to Find Well-Trained and Qualified Carpet and Flooring Installers? 

I don’t recommend buying carpet from big box retailers like Home Depot or Lowe’s.  You have way too much at stake should something go wrong. It’s real important to make sure your new carpet is installed correctly according to the manufacturers guidelines. Following The Carpet and Rug Installation Standard 105 is usually required. See it here: CRI Carpet Installation Standard 2011PDF(PDF 1.06 MB)

The fact is, locally owned and family-run carpet dealers have a much easier time finding and keeping qualified flooring installers. Most locally owned carpet dealers have long term relationships with experienced and well-trained installers that have been working with them for decades. This is great news for you because locally owned flooring dealers tend to offer the best customer service, offer lower prices, provide honest measuring and give free estimates.

Please be aware… not all locally owned flooring dealers are honest and reputable and carpet scams are common. Since 2008 I have been compiling a short list of locally owned carpet dealers that meet my requirements. See who I recommend near you! Alan’s Preferred Carpet Dealer Directory

Thanks for reading my blog. Visit my websites for more of my personal carpet opinions and carpet buying advice.

 

Alan Fletcher

AbcCarpets.com

CarpetProfessor.com

http://www.abccarpets.com

Alan’s Free Carpet Buying Checklist

Alan’s Preferred Carpet Dealer Directory