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Sending you a copy of the email sent to Crew2, the sub contactor you sent out to install my carpet purchased at Home Depot in Bloomington, MN.
To: Crew2
CC: Home Depot
Good morning. I wanted to follow up as I have not received a return call about my recent carpet installation on March 9, 2023, with your company. The experience was poor, as described below. I was called on Friday March 10, 2023, from your company, and asked about my experience. I shared the feedback below and was told I would receive a call back within 24 hours, which I did not.
I have the following complaints about the service I received:
1. Conflicting information was given about the need to have seams/cutting the carpet into sections. The measuring person indicated that because there was a turn at the top of the stairs, the carpet had to be cut into pieces and seams would be needed. When the installer arrived, he said he didn’t understand why they had cut the carpet up and it was too bad there would be seams. I shared that the measuring person said that it was necessary the carpet was in pieces to get it down the stairs, he sort of shrugged that off. While the measuring person said the seams were necessary, he also said the installers knew what they are doing, and it would look great. Well, the seams are TERRIBLE. They are very visible, like lines cutting across the room. And given the installers reaction, perhaps the seams were unnecessary.
2. Conflicting information about having furniture in the room was given. The measuring person indicated that it was acceptable to leave my small desk and chair, another small chair and my mattress in the room, and the installers would be able to move them as they worked without impacting their ability to stretch the carpet. The scheduler also agreed with that direction, as did the attachment “What is Furniture Moving” I received in email from your company prior to the install. When the installers arrived, they saw the furniture and told me they were unhappy about that, that nothing could be in the room. I shared that I had been told it was okay to leave the furniture, and they said they tell everyone that, but as they don’t really know what they are saying as they are not the ones doing the work. The installer said everything had to be out. I said that I didn’t know where we were going to put the items as there was no room left, that we might have to carry things up stairs. The installer indicated he would figure it out.
3. Personal property was damaged during the installation. As mentioned above, a few pieces of furniture had been left in the room and the installer was not in agreement that was acceptable. He indicated he would figure something out. What he did was take my desk, turn it sideways and shove it on top of my items piled in the bathroom. ON TOP – A DESK…. About 5 feet off the ground on top of other items. The desk chair must have been put on the pile first as I found it sideways further in the bathroom than the desk after the installation was done. I had stacked my personal items in the bathroom with intention, as things were breakable. I had a xylophone and other delicate items positioned so they would be protected. When the installer shoved the desk on top, he tipped over the pile, including the xylophone, and bent the pipes on it. He also tore a lamp shade, and scratched up the new vanity that was just purchased. I came down halfway through the install and saw my desk sideways in the air, on top of my things in the bathroom and asked him why he would do that (note I could not see that my things underneath had been tipped over or damaged at this point). He said it was fine and kept on with his work. It is a mystery why he didn’t ask me about moving the desk, clearly there was no care or concern for my things. I had said it might be necessary for me to carry things upstairs as there was no place to move things to, but he never asked before he acted on his own. In addition, there was water spilled on my piano (which had been moved prior to installation, off the area where carpet was being installed) and there are water spots, darker areas that are permanent damage to the wood. There were additional scuff marks left on doors and walls, which I understand happens with installation, but not 3 + feet up the wall – why there are marks that high up is a mystery. I will just have to repaint.
4. Doors were rehung incorrectly, and hinges were damaged. There were 4 doors removed and rehung with the installation. One door was put on upside down, which thankfully I saw before the installers left and had them correct. 2 doors were not rehung properly, and I will have to rehang. On one door the hinge was not put back in fully, and there is a lot of damage where the installer must have been pounding to reset the hinge. The door no longer closes, and the wood is not just scuffed but chipped and damaged around the hinge.
5. Outside there was debris left in the driveway, small pieces of carpet and strings from the carpet covering the drive.
At the end of the appointment, before the work was even done, I was pressured to sign off on the work and told I would receive a call to give feedback on their work, which I did. The installer also gave me his personal card and said he did work on the side, which I thought was maybe a conflict of interest. Given my experience with him, that isn’t someone I would ever invite back to work on my house.
I can say I would not recommend your company nor ever use your services again. I am in the process of fixing what I can, or learning to live with what can’t be fixed. I appreciated the follow up call the next day asking to hear my experience, but then never received the promised escalated call back from the manager. Truly bad business, conflicting information showing a disconnect in communication with Home Depot and you as a sub-contractor, and not the promised care for my property. Overall, a poor experience. On a positive note, the installers did arrive on time, and completed their work in an acceptable timeframe. This feedback is being shared with Home Depot.
Best,
Teri Thrasher
