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

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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

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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

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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

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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

 

 

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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

Expert reveals secrets to buying new carpet like a pro!

How Do I Choose the Right Carpet Fiber? What is BCF?

How do I choose the Right Carpet Fiber?

What Does BCF Mean?

Q. I have four kids and three dogs. I need a carpet that is able to take a beating. My question: I am confused about carpet specifications. What is BCF?  I see these initials on the back of some carpet samples but not others? What does this mean?

Alan’s response:

BCF stands for Bulked Continuous Filament. You want to buy a carpet made from a continuous filament fiber. The work “Bulked” refers to a process where the manufacturer makes the strand of fiber beefed up, or bulked to create a fatter and more beefy feel. Think of it like using a volumizer on your hair, it makes it feel thicker and fuller.  The “CF” or Continuous Filament, means the strand is formed or “extruded”  in one long strand.  When they make carpet from a CF fiber is virtually eliminates the shedding and fuzzing that you experience with a carpet made from a Staple Fiber. 

Learn About My Carpet Buying Guide

What is a Staple Fiber?

A Staple Fiber is short lengths of fiber, usually 3 to 10 inches long, that are spun together to make a long strand. Strands are then twisted to form a tuft. When carpet is made using staple fibers, the carpet will tend to shed and fuzz for up to a year after installation. While this is normal, it is not a result that most homeowners enjoy living with. When you vacuum up bag after bag of loose fibers, it makes you think your new carpet will shed so much it will eventually become totally bald! So unless you like vacuuming three times a day, I suggest you be sure to buy a carpet made from a Continuous Filament Fiber. 

Read My full article here

Read Website Article

Expert reveals secrets to buying new carpet like a pro!

Berber Carpet Cleaning Complaints

Berber Carpet Cleaning Complaints

© By Alan Fletcher

Why do some Berber carpets attract dirt and are hard to keep clean? 

While Berber styles are elegant and beautiful when new, there is a common complaint from homeowners with Berber carpets made with the Olefin fiber. Consumers often report that within a week or two after a professional cleaning, previous spots and stains tend to reappear as if they were never cleaned at all. This is because the Olefin fiber is inherently oily and often makes Olefin hard to clean and prone to attracting dirt like a magnet. Old stains tend to reappear like magic.

Read full article here

Carpet Professor

About Berber Carpet: What Every Consumer Needs to Know!

How to Choose the Right Berber Carpet?

By Alan Fletcher – Carpet Expert and Consumer Advocate

What is Berber Carpet?

Berber carpet has been around for a long time and originally was hand-made by the Berber tribe of North Africa. Berber rugs are still hand-made today in parts of Africa, but is not the same as those made on machines here in America.

Homeowners today have a lot of choices and options available with Berber carpet styles and quality levels. Here are facts and useful information to help you choose the right Berber Carpet for your home.

Berber Carpet Styles

  • Looped Berber Styles
  • Patterned Loop Style
  • Cut and Loop Styles
  • Patterned Cut and Looped Styles
  • Cut Pile Berber Styles (no loops)

Should I Choose a Looped or a non-Looped Berber Carpet?

Not all Berber carpets have loops. One popular style is called a “Cut Berber” and has no loops. (Hence the word “cut”) This style is also known as a California Berber.  Some Berber carpets are made with loops and cut-loops and are known as “Cut and Loop”. If the style has a repeating pattern then it is called a “Patterned Cut and Loop”. These can be most costly but are quite beautiful and have an elegant appearance.

Loops have two main drawbacks you must consider.

  1. Loops can be easily snagged. If you have active kids or pets then a looped Berber may not be a good choice for you. Repairing snagged loops can be costly. Some snags can run (like a pair of nylon stockings) causing major damage to your carpet that may not be repairable.
  2. Loops tend to fall over in high traffic applications. This is especially true with Berber carpets made with Olefin. The larger to loops the more prone they are to matting and crushing. Choosing a Berber with smaller loops will decrease the chances for matting and crushing.

How Much Does Berber Carpet Cost? (Not including pad and installation)

  • Berber carpet made of Wool can easily cost $80 per square yard and go up from there.
  • Berber made of nylon range from $25 to $60 per square yard, depending on the type of Nylon and the carpet style. (The popular “Softer” Nylons are a bit more costly.)
  • Berber made of Olefin range from $10 to $25 per square yard.
  • Learn more about Carpet Cost and Prices

Should I Select a Wool, Nylon or Olefin Fiber?

When it comes to selecting the right Carpet Fiber for you there are two main things you must consider: Cost and Longevity.

Wool is a natural fiber derived from sheep. Wool is the most expensive fiber and while it is very soft and durable, it is also the most costly to maintain. Wool carpet must be cleaned by a professional carpet cleaner who has been specially trained to clean wool carpet. The cost is significantly higher than for the cleaning of other types of carpet. Wool carpet can last a lifetime if cared for properly.

Nylon is a very durable fiber and is less costly than wool. Nylon cleans easily and resists stains very well. Nylon is the most resilient fiber which gives it the ability to retain its like-new appearance longer than any other synthetic fiber. Depending on your amount of foot traffic in your home, a good quality Nylon carpet can last up to 20 years or more if well cared for. Learn more about Nylon

Olefin is the least costly fiber to consider. Olefin is inexpensive to manufacture and is prone to matting and crushing because it is not very resilient. During the manufacturing process the fiber becomes oily and while they try to remove all the oil through a multiple rinsing process, it is difficult to do. The residual oil on the fiber tends to attract dirt and makes the carpet difficult to clean. Berbers made with Olefin are very reasonably priced but generally only last up to 10 years.

Installing Berber Carpet

Berber carpet is much more difficult to install than regular carpet styles. Berber is a heavy carpet and is much more difficult to handle, seam and cut. Most installers charge at least $1-2 extra per square yard for installing Berber carpet and also charge a higher fee for installing Berber on stairs. Learn more about Carpet Installation Cost

What is the Best Padding for Berber Carpet?

All Berber carpet styles require a high density padding and a lower thickness than other non-Berber carpet styles. In most cases, a minimum of 8-pound density and a thickness of no more than 3/8” is required. Check with the carpet manufacturer to make sure you select the correct padding specifications.  Using the wrong padding can void your carpet warranty and may cause your carpet to wear out prematurely.

Commercial Grade Berber Carpet Styles

  • Level Loop
  • Cut Pile

These are the two most common Berber styles used in offices and institutions today. They are very durable because they have a very high pile density. The loops are very small and packed tightly together to help prevent matting and crushing. They can be made with one solid color or from multiple colors. Most homeowners don’t choose a commercial grade carpet unless they need to use a wheelchair or walker. The lower pile height makes it easier for the elderly to walk.

Where to Buy New Carpet?

I have created a special hand-picked list of Reputable Carpet Dealers that I recommend to my readers. For more Information about how to buy new carpet wisely or where NOT to buy carpet please visit my free consumer website at http://www.CarpetProfessor.com

Should You Buy Polyester or P.E.T. Polyester Carpet?

Q.  I find Carpet shopping is quite frustrating. I have been to 8 carpet stores in the past few days. Each time the salesperson tries to steer me towards polyester. I hear it mats down quickly, is this true? I find it difficult to comparison shop because most of them don’t give you any specifications of the carpet, but just say that this is a good carpet and I can give it to you for this or that price. I have a busy household with kids and pets, what type, brand or grade of carpet will work best for me and not cost a fortune? What makes one carpet better than another?  HELP!

A. Have Carpet Questions? Get Expert Answers, FREE! Learn how to buy new carpet wisely at my free Consumer Carpet Information website at http://www.AbcCarpets.com