Complaints

This profile includes complaints for Weber Carpet's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Weber Carpet

  11400 Rogers Rd Lenexa, KS 66215

• 

  Weber Carpet

  13800 E 42nd Ter S Independence, MO 64055-4756

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/08/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 08/16/24, we contracted Weber Flooring for new LVP flooring. The installation was subcontracted out and was scheduled for three days but extended to six due to several issues. Day 1: Subcontractor removed carpet and began laying the Lyft board (Weber recommended) and LVP. We noticed areas of the new flooring that flexed when stepped on. We halted installation and contacted Weber. Day 2: **** inspected, evaluated and confirmed that leveling was skipped. Subcontractor removed the installed material and poured a leveling course. We requested documentation on installation tolerances, which are critical per ****, the LVP manufacturer, but have not received. Days 3-6: The installation of Lyft board, LVP flooring and carpet was completed. After installation, we experienced excessive noise resembling crackling. **** came back to evaluate floor and stairs. At this time, admitting to poor installation of carpet he replaces several carpet areas but admitted he couldn’t fully address the noise issue because he was hard of hearing. On 09/20/24, Division Manager *** ***** acknowledged the noise but attributed it to tape used with the Lyft board. He later altered his statement that the noise resulted from subfloor issues. We requested a claim with ****, *** emailed on 09/24/24, stating it was denied because **** doesn’t warranty noise. **** confirmed that noise often results from improper installation, such as using an incorrect underlayment thickness or leveling material for improper subfloor preparation to meet the required tolerances. Manufacturer installation requirement for underlayment be no greater than 3 MM. They used a ¼” underlayment (<6MM). **** also mention when a lift of a ¼” is required they recommend plywood be used instead of the hard foam product utilized by Weber. Correct subfloor preparation is a major part of successful installation. Subfloor must be 3/16” in10’ or 1/8” in 6’.

  Business Response

  Date: 10/18/2024

  The installer did not start out leveling the subfloor using a self-leveling compound and primer, as he should have done, and we did go back and level the floor. The floor was checked using 6-foot levels and were in tolerance before the flooring installation was to begin again. There is no documentation required by the manufacturer other than the floors need to be level as ***** ***** details. The performance of the floor will be covered by our lifetime installation warranty that we have provided to our customers for over 30 years. In regards to *****s statement that he was hard of hearing and could not hear what ***** ***** was hearing, this was told to me by ***** when I was at the home. I do not know if that statement is accurate or not but I went with what she said in my discussions. When I came back I had a very difficult time hearing anything (and I am not hard of hearing), I surmised before arriving that perhaps the tape we used to attach the Floor Lyft panels together could be what was causing the noises they may be hearing. But upon walking the floor in my stocking feet for at least 20 minutes, all I could hear were some minor noises caused by some movement of the subfloor against the joists, and that conclusion is what I left with ***** *****, (with her neighbor in earshot), before I left. My summation was also based on the fact that we used 15 BAGS of the self leveling compound due to dips in the floor. That fact by itself lends credence to the existing plywood subfloor having some issues that could contribute to the noises I was hearing. ***** states that **** said noise could be the result of faulty installation or using the wrong products below their flooring. That could be true, but the proper procedures were followed. In regards to using this Floor Lyft, it is considered a fiber board, used specifically to bring the floor up closer to the customer's existing floor. It is made of densified needle-punched material and comes in 4'x6' sheets. Brett is correct that **** will not warranty a failure of the floor using this but the manufacturer of Floor Lyft would. If a 1/4" or thicker plywood was installed, instead of the Floor Lyft, and there were issues with the floor if the plywood was installed incorrectly, **** would not warrant their flooring over it. (Another example of this would be if we are installing a glued-down floor using a Weber-inventoried adhesive that meets all industry criteria, the manufacturer of the flooring, if this adhesive failed, would not warrant their floor, but the adhesive manufacturer would warrant it.)
  I submitted a request for a claim with **** based on the customer hearing these "crackling" noises. **** does not warrant these noises. I will attach their warranty that specifically states this. And I will submit the manufacturer's letter stating no inspection will be necessary since these noises are common and not warranted.
  There were other issues with the carpet and **** fixed what they wanted and found some other areas that he corrected on the carpet at that time.

  What ***** and ***** have not divulged is that they have an outstanding balance of $10,185.79 and they have a few other other issues that we feel we need to take care of. The offer has been made by me that they pay $8,000 of the balance and we will take care of the legitimate issues. Once those issues are resolved then I ask that they pay the balance.

  We understand their frustration that the installer started this job off wrong. We also understand that they do not think they should hear any noises after a floating floor has been installed. However, on this second issue, they are incorrect in their expectations.

  Thank you, *** ****** Retail Division Manager

  Customer Answer

  Date: 10/30/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  Unfortunately, we are not Satisfied with Mr. *** *****/Weber’s response. We are very disappointed that they do not wish to address the issue as well as a very unsatisfied customer. Since we have had no luck resolving this issue With Mr. *** *****/Weber we have decided to take legal action against them. At this time we will place this complaint with the Better Business Bureau on hold. Thank you for your assistance to this point and more to come.
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 11/21/2024

  You say we didn't respond and we did. ***** ***** dismissed my reply and told you all to put this on pause because it is going to litigation. Please read your notes. So I did respond back in October. Any questions, you can call me at ###-###-#### or email me at -*******************.com. Thank you, *** ***** Retail Division Manager

• Initial Complaint

  Date:02/01/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Joe's Carpet did not give me the product I paid for and when I asked to receive my money back the manager told me he can do "absolutely nothing". I paid for a product I did not receive and that is illegal.

  Business Response

  Date: 02/01/2023

  I talked to ***** today and a refund is being sent. There was a misunderstanding of the issues.

  Customer Answer

  Date: 02/01/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***** **********