Giant Carpet One Floor & Home Wont honor implied warranty, unfinished job, contract breach Salt Lake City, Utah

 My name is Matt F.

I entered into a contract with Carpet One at 1340 South 400 West Salt Lake City, Utah 84115 on September 24 2011. The agreement consisted of new hardwood flooring on the upstairs level (main living space) and wall to wall carpeting in the lower level. Both installations were roughly 1000sq ft.

After much deliberation and discussion about durability we chose what i would call a "closeout" model as the company would no longer be carrying that line of flooring and had just enough to complete my job. We got a decent deal on the flooring and were told that this was a durable product. We had discussed over and over the fact the we have 2 large dogs, and the sales person (Kim L) came to the house to measure and saw the dogs. I repeatedly asked if this product would withstand the abuse of 2 large animals and was assured it was a strong engineered product and was oak based. We picked the carpeting and created a contract. Total amount of contract with install of both flooring and carpeting, removal of old flooring, and all trims associated with the custom flooring was $9459.00 of which we put down $5000.00. The job was scheduled to start Thursday Sept 29 and i was told it would take 2 days to complete.

Sept 29 the installers arrive at approximately 945am to begin the tear out of flooring and carpets in the upstairs space in preparation for the new hardwood install. Once all flooring was up it was noticed that there was a difference in levels on the subfloor (pre install there were leveling strips between each room this would indicate different levels but this was not noted by the salesperson). The solution was a new subfloor. I paid the contractor directly (Thayne H) for the labor and materials in the amount of $650.00. The crew spent the remainder of day one putting the new subfloor down, they left at roughly 7pm. Day 2 back at about 945am to begin the flooring install, worked til 8pm.

Day 3 Saturday arrival 845am crew of 3 shows up, roughly half hour into the job2 of the crew has to leave for another job, so we are down to 1 installer on the job and we are already past the expected 2 days install. Day 3 the flooring is complete but there is still touchups and trim work to complete as well as putting all doors back on. Due to the fact that the job was taking longer than expected I called the sales person and the contractor to discuss why it was taking so long. They said that its just part of the business and things can change. OK lets just get the job finished. Sunday October 2nd was the first day we were able to see the new flooring complete (aside from the trim that was to be special ordered). About 15 minutes in i noticed that my dogs were already creating scratches in the wood I was also able to dent/scratch the wood with
simply my fingernail. Not a very durable product. I put in a call and it was returned Monday October 3 and i was told the "customer service inspector" was going to call and schedule a time to come look/take pictures of the damage. About noon I met Dean J from Carpet One customer service he examined the floor took pictures and told me he'd call me back. At this point i put the carpet installation on hold to await a resolution on the flooring issues. I received a call back roughly 3pm on Monday October 3 from Dean J stating that they were not prepared to do anything and because of the fuss i caused with the sales person and the contractor that they were not going to complete the job in any way. I was shocked. Dean J states that he believes that i would still owe them roughly $1K+ and that them walking away was actually giving me a deal on the flooring as all the actual planks were down and all that needed finishing was the trim. I stated that this was in fact not a deal as I will have to replace/refinish the flooring in a very short timeline and this was not was i expected when i bought the product. This all fell on deaf ears. Dean J stands by his refusal to complete the job as I guess i would be considered an unruly customer. I have found some reference to many promises of quality work and guarantees on their main company web site all have been refused as "not specific to my claim" according to Dean J.

At this point i have a floor that is unacceptable and i am left with figuring out how to get it finished/replaced with a different contractor which will not be easy and left with having to located new carpeting and schedule an install. I have given Dean J some options that i feel would make this right and he will not discuss them.

I am at a loss.