CARPET MILL OUTLET

We purchased a wood-look laminate floor from Burlington Carpet One and had it installed in Aug. 2013. Several planks had spots on them from either a defect in the surface of the laminate or from glue that the installer's incorrectly used to install the transition strips. After one of the installers was sent back to try to remove the spots with Goo Gone and was unsuccessful, we were told by the owner, Eric Schienholtz, that the planks would be replaced to our satisfaction. However, when the installer Ray was instructed to replace the planks at the time they installed our vinyl tile floor, he refused to do it and arrogantly told me it was "his decision to make". Ten days later he was sent back to replace the defective boards.

Because we had been assured by the owner that the planks of laminate would be replaced to our satisfaction, we went ahead with the purchase and installation of vinyl tiles in our foyer and kitchen. However, the installation job is not as good as we know it could be and we were left with a few minor installation errors. We were told verbally and in writing that the trash from the foyer and kitchen would be placed on our curb for trash pick up; but Ray and Steve decided to pile it up in our driveway in front of our garage door instead. We wonder if it was done for spite because of our argument over repairing the dining room floor. 

Steve did not install the metal strip back on our family room carpet where it joins the new tiles in the kitchen doorway. He left the cut edge of our carpet exposed in a very heavily used doorway for ten days before he was sent back to try to install the brass strip. Evidently he did not know how to do it correctly because it is sticking up at an odd angle. We have since learned that it was not tapped down correctly.

Because we had already had so many problems, we decided not to purchase carpeting from Burlington Carpet One as planned. We did not know the laminate transition strips had been incorrectly glued in the dining room doorways until we had another local flooring store install carpet in our living room in October. We received written instructions from the laminate manufacturer (Kraus) as to how the transition strips are to be installed on a concrete slab and it was not to glue them permanently in place. This was also confirmed by a certified inspector we had do a thorough inspection in Jan. 2014.

We are now left with a half inch gap between the surface of the living room carpet and the wooden transition strip in the doorway and an uneven floor surface. We have since learned that this is a safety hazard and does not comply with the Americans with Disabilities Act. However, Mr. Schienholtz continues to argue that his installers did it the correct way and refuses to accept responsibility for the serious installation error.

The certified inspector also found that Burlington's installers cut two very short pieces of laminate in the dining room/kitchen doorway and they are now starting to separate from the rest of the floor. She said an installer with knowledge and skill would have known how to lay out the floor correctly so there wouldn't be any short pieces in a doorway.

We filed a complaint with the NJ Attorney General's office, Division of Consumer Affairs, but Mr. Schienholtz chose to ignore the letter he received from them. The matter was then transferred to the Alternative Dispute Resolution Unit and again Burlington Carpet One refused to cooperate with the mediator who was trying to negotiate a fair settlement. Our only other option now is to file a claim against them in Small Claims Court.

And so they continue with their false advertising of being "complaint free", having a "40-year reputation for meticulous workmanship", having installers who are "the best-trained professionals in the industry" and standing behind their work with a "Life of Floor" warranty. We areso  sorry we ever chose to do business with Burlington Carpet One.

                                                                                                                                        Submitted by Dolores Long

They didn't contract out the work. And they did a good job.

It was one bad experience after another with these clowns. First we were told that our floors would come in on a certain date, and they didn't, which is OK but they wouldn't communicate with us at all about what was going on. So then we got a new date, and that came and went and guess what no phone call. We had to leave countless messages for Eric and he would never respond to us after we signed our contract. Finally, 2 months after our floors were supposed to be installed, they came to get to work, then the fun really began.
Shortly after my floors were installed they began to buckle and become wavy, it was unwalkable. We had to climb over our staircase to go up and down the stairs. There were also soft spots all over (There still are), and they clearly installed the floor wrong. So we go through the usual phone tag with Eric, but finally the bozo Dan (they subcontract their work out, that way there is no accountability) came back, looked at it, and said he'll have to figure out what to do. He cut one piece of wood which was a temporary fix, as the floor began to rise up again a few days later. Weeks later he returns and they put transitions in the floor to ease the tension. This ended up working.
So the transitions that they put it have unglued and I Dan a few months ago to ask him to come fix it and he doesn't return my calls. I then call Eric at Burlington Carpet One, who never takes my calls so I have to speak with Cindy, and she says that she'll call Dan. Guess what? I never hear back from Cindy or Dan. So I call AGAIN and Cindy is all surprised that her company doesn't give two craps about their customers and says they'll send out someone Friday morning to fix the floor. I take the morning off of work to be at my house and what do you know, they never show up.
I call Burlington Carpet One, they act all surprised again that the person didn't show and how it's not their fault. They have NO accountability and after you sign the contract with them they don't care about you at all. It's a scam of a shop and I regret using them big time. 
So in short, they don't communicate with their customers whatsoever, they don't care about the crappy job that they do, they have no accountability, and they overall stink. AVOID.

I can't give high marks to this company. The work quality was poor. It got waves in it almost immediately, so it needed to be stretched. The work was sloppy around the edges. I complained, but no one responded.

We went to chose the carpeting. We took measurements of each area with us. They required that their own guy come & measure, so we chose to hold off on choosing the rugs until we had his measurements. We chose the perfect rugs for each room. We were blessed & thrilled to get several remnants at a good price. Two days later, they called and said that the carpets won't fit in some of the rooms. They made an error in calculations the sq. ft. & they had to remeasure. Then we had to go back & rechoose carpeting for 75% of the house. The guys arrived with the rugs, ready to install & they wanted payment in full prior to install. EXCEPT the calculations were totally wrong. Though they were doing a special that had no payments for one full yr. They charged the wrong price for the padding in one room & charged for the FREE padding that was to come with the remainder. Then simply ADDED the numbers wrong. I had to drive up there a third time to take care of it, prior to them being able to install

THE WORK WAS DONE PROFESSIONALLY AND I WAS VERY PLEASED WITH HOW QUICKLY IT WAS INSTALLED. I WAS VERY PLEASED WITH THE OVERALL EXPERIENCE AND WOULD USE THEM AGAIN.