Charlotte flooring company leaves homeowner with ragged carpet

Charlotte flooring company leaves homeowner with ragged carpet

A case for carpet

COMPLAINT: Henry Dozier, Charlotte, N.C.

"Hughes Floor Covering Inc. recarpeted my complete upstairs. They damaged my closet door and didn't set any of the closet doors properly once they were finished.

"I've called them several times to ask them to fix the problems with my carpet, which is ragged and coming away from the wall. It's also laying incorrectly on the stairs, and the stain treatment isn't working. Every little spill soaks into the carpet."

DESIRED RESOLUTION: "I want a company representative to inspect the carpet, make the proper adjustment to the carpet where it was fitted at the bathroom door and properly Scotch Guard it."

STATUS: Resolved

Level with me

COMPLAINT: Rudy Sondra, Cornelius, N.C.

"I hired Martin Fence & Landscape to put in the base work for a stone walkway, to grade the walkway area, to edge it with steel and to put down the stone dust foundation. They needed to level the walkway with the grass to meet the current walkway. It required neither steps nor a noticeable grade change. I planned to lay all the stone myself to retain artistic control. They came on time and worked through blistering hot weather.

"However, they installed the steel edging above ground level, which made it impossible to run a lawn mower up to it or fully open the gate. I noticed it was too high and asked them to lower it. They continued to build it up with stone dust. Their reply was 'that's the way we always do it.' Mike [Martin] said they couldn't do it that day but would return later to fix it. They haven't answered or returned my phone calls."

DESIRED RESOLUTION: "I'd like the job completed if they are willing to meet my requirements. If they're not willing to complete the job under my conditions, I don't want them to return."

STATUS: Penalty box

Bait and switch?

COMPLAINT: Edgar Engle, Waxhaw, N.C.

"I hired to put out a termite bait system and spray my home quarterly, for which there was a money-back guarantee. After I paid, they put out the bait system and sprayed around the outside of the home. The man said he couldn't spray in the home at all.

"They came out three months later without telling me. After they canceled one appointment, I called and requested a refund, as the website said. I called and talked to a technician who was mean and talked down to me."

DESIRED RESOLUTION: "I want them to return my initial investment of $399."

RESPONSE: Michelle Jones, operations manager,

"The member started receiving nightly collection calls 30 days after we rendered his $110 services. He called the office to complain about the collection calls and because we wouldn't spray around his baseboards. According to our records, he was notified of the appointment via postcards and through a personal call.

"Spraying his baseboards would be a violation of federal law, since that would be inconsistent with the product's label. The technician did what was necessary to satisfy the customer. The technician spoke with the member later and said if he wanted to restart service he had to pay $110, plus another $110 for the new service and agreement because he was canceled for nonpayment.

"He was waiting for the member to talk with his wife about the offer to reinstate the service. As for the overdue balance, doesn't give refunds to people who haven't paid for overdue services."

STATUS: Stalemate

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