Report: #132605

Complaint Review: Creative Touch Interiors - San Diego California

  • Submitted:
  • Updated:
  • Reported By: Encinitas California
  • Creative Touch Interiors 7720 Kenamar St Suite C San Diego, California U.S.A.

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My husband and I bought a new home from Concordia Homes in August 2002. After about three months, we noticed that the carpet remnant that we were temporarily using as a doormat had turned completely green. The carpet we had chosen for our home was by American Home Fashions of California by Tuftex, a division of Shaw Industries. It is an off white color with dark brown, light brown, and rust colored speckles woven through it.

We immediately notified the builder and they told us that there wasn't anything they could do because the carpet was outside and exposed to the elements. They said not to worry unless the carpet inside started showing problems.

About two months later we noticed that the colored speckles in the carpet on the inside started turning green. We notified the builder who notified Creative Touch Interiors. Creative Touch Interiors is the Design Company we were sent to by our builder to purchase our upgrades for our home. We wanted to be sure we were led in the right direction as far as design was concerned so we decided it would be worth the extra money for the expert advice. A Creative Touch Interiors representative, Bill Carlson, (no longer with the company) came to our home and inspected the carpet and then said that we would be contacted by an independent carpet inspector to take photographs and samples of the carpet to be tested.

A few months went by and we did not hear anything. I contacted Creative Touch Interiors again and this time spoke with Robin Miller, (no longer with the company) (I wonder why everyone is quitting!!!!!?????)

Robin ordered the inspection and the inspector came to my home about 6 weeks later (by now my carpet is a disgusting shade of mint green). He said that it was very clear to him that the carpet was defective but that it would be several weeks before we had any results from the lab.

Several months went by. I did not hear anything, so I contacted Creative Touch Interiors once again, and spoke with Barbara Smith. This person claimed to know nothing as to what was going on with the carpet and had not received any test reports and so on.

I personally delivered to her a piece of my carpet that was left over from the installation which had never been installed on my floor or exposed to the elements. I also gave her a piece of carpet taken from that same roll that I had sitting in my living room window for a few months that had miraculously turned green (imagine that).

Barbara sent my carpet sample in to be tested and several weeks later, after again having to be the proactive one, I called them to find out what the results were. She told me that the lab did not find anything wrong with the carpet.

I asked her "then how come after three months of being placed in the window, my carpet turned green" I could understand maybe three years of direct exposure to sunlight causing a problem but not three months" She agreed to send the carpet out for more testing.

Again, same story, several weeks, I contact them, Barbara tells me that the lab found Excess Chlorides in the carpet. She said we must have squirt something on it to make it turn green. (Interesting isn't it?). Don't you think it odd that I would unroll the left over carpet remnant in my garage, squirt it with something, and then send it in to be tested? HELLLOOOOOO.

And so we were off again, carpet samples were being sent to CTI employees to put in their windows, samples were sent to my neighbors, blah blah blah---- now Creative Touch Interiors says that it is now the OZONE that is causing the problem because of the humidity in my area.

So completely up in arms I sent my own carpet sample to an independent testing company in Georgia and paid for them to run some humidity tests and colorfastness tests related to ozone. GUESS WHAT? They did not find any problems with my carpet.

I have begged, pleaded, cried to get them to replace my carpet and they will not do it. At one point they said they would and had me choose the new carpet. When it came down to signing the contract- they suddenly changed their mind. Now they want to find out if there is a problem with the way the yarn is manufactured!!!!!!!


It has been over two years now and every time I eat mint and chip ice cream I want to barf. Why won't they replace my obviously defective carpet and WHY didn't the expert design and flooring specialist we hired (Creative Touch Interiors) know that this specific carpet would not discolor in my area?

Encinitas, California

This report was posted on Ripoff Report on 02/23/2005 11:51 PM and is a permanent record located here: https://www.ripoffreport.com/reports/creative-touch-interiors/san-diego-california-92121/creative-touch-interiors-dont-pay-extra-for-expert-advise-defective-carpet-is-somehow-my-132605. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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#5 Consumer Comment

If It Was A False Claim, Why Would I Bother ?

AUTHOR: Tamara - (U.S.A.)

POSTED: Wednesday, March 23, 2005
Since you know people there, maybe you can make some calls and help me. Anna in customer service will validate every single thing I've said. You shouldn't go around accusing people of making false claims unless you know the facts first.

And since you live so close, I'd like to invite you to come over and look at my carpet if you are interested. I haven't met anyone yet that hasn't been blown away by what has happened to it in such a short period of time.
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#4 UPDATE EX-employee responds

An obvious false claim against CTI

AUTHOR: Najla - (U.S.A.)

POSTED: Wednesday, March 23, 2005
I used to work for CTI and have had several family members and friends use their service for their new homes. They have all been extremely satisfied with the company and its professional staff.
When CTI is informed of defective product by a customer, they will immediately direct the concern to the vendor and file an electronic claim. This claim is then monitored by both CTI as well as the vendor. It does not get lost or misplaced. It is in the best interest of Shaw Industries to make sure you are a satisfied customer of CTI. Shaw is obviously not going to jeopardize its account with CTI, by not addressing their defective carpet claim. If your claim is legitimate and your carpet is truly defective, then you should have contacted a CTI manager immediately, after noticing that your claim had been given the run-around.

NK San Diego
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#3 Consumer Suggestion

Provide This Website Address To Creative Touch Interiors and Shaw

AUTHOR: S.n. - (U.S.A.)

POSTED: Saturday, February 26, 2005
This may not help you in your battle, but please provide this website address to both Creative Touch Interior and Shaw Industries. There are people who faithfully read the posts on this website involved in the construction industry. I am one of those people (local construction). First thing Monday morning, I will be checking carpet suppliers to make sure we are not providing Shaw Industries products in new homes. Thank you for posting this information and the information on the class action lawsuit.
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#2 Author of original report

Shaw will not respond, they refused to offer me any information

AUTHOR: Tamara - (U.S.A.)

POSTED: Saturday, February 26, 2005
I did try to contact the manufacturer and they said that I needed to deal with Creative Touch Interiors because they are the ones who filed the claim. They refused to offer me any information regarding the claim. I kept pressing the issue explaining that Creative Touch was not being forthcoming with information regarding my claim.

They finally told me that my claim was denied but they would not say why.

Creative Touch never told me that the claim was denied. I am now under the assumption that since Shaw will not pay Creative Touch, they are just hoping that as time goes by the "problem" (meaning me) will just magically go away. It's been over 2 years and I still haven't given up.

I found a pending class action lawsuit here in California against Shaw Industries regarding their denial of claims made against them. Apparently, many companies are having a hard time getting Shaw to pay up, but, they will not.
If you would like to read about the pending class action lawsuit against Shaw Industries go to http://www.gilardi.com/pdf/shaw1not.pdf.

The moral and decent design companies that stand behind the products that they sell, in order to make the customer happy, unfortunately just "eat" the cost of replacing the carpet.

If you would like to see information on a lawsuit filed in Florida from a Hotel Chain that had problems similar to mine and wanted to sue their design company and the carpet manufacturer see


Apparently, the Design Center and the Carpet Manufacturer requested a summary judgment because they did not feel that Bayvue properties could show material fact for their case. The judge basically told Bayvue Properties that they could sue the Design Company specifically for breach of express warranty, negligence, and breach of contract and products liability.

I have spent countless hours on the internet and on the phone. I have spoken to lawyers, judges, carpet manufacturers, carpet inspectors, carpet scientists, you name it. I know more about carpet then I ever imagined I would.

I don't believe that this company, Creative Touch Interiors, has any intention of trying to satisfy the customer. I honestly don't believe that it is their motto. I have tried everything short of suing them to get them to replace my carpet. This rip off report is just a message to any one out there that is intelligent enough to do the research behind a Design Company before they hand over tens of thousands of dollars to them. Make sure you know that they are willing to back up the products they are selling you.

I did not buy my carpet from Shaw Industries, I bought it from Creative Touch Interiors based on their recommendations, and they took my money and ran.............
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#1 Consumer Suggestion

Have You Contacted The Manufacturer?

AUTHOR: S.n. - (U.S.A.)

POSTED: Thursday, February 24, 2005
If you have not done so, please contact the manufacturer, advise them of the problems you are having with the carpet and the company you purchased the carpet from and advise them that you have filed a report on this site. It would be a plus to send them the information you have posted here, including dates and conversations with anyone regarding the carpet.
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