Complaint Review: McKelvey Floor Covering - Rowlett Texas

McKelvey Floor Covering installed new carpet (October 2008) in the home we purchased in 2009.  We have had continual issues with the carpet since 2009.  After moving into the home, we noticed the carpet was coming unattached on the stairs - McKelvey sent their installer out to fix.  The carpet edge in the master bedroom that butts up against the tile in the master bedroom began coming apart.  McKelvey once again sent their installer out to fix.  The installer removed the bad carpet and pad, glued a piece of carpet directly to the foundation and failed to seal the carpet edges and seams.  The carpet is now unraveling and McKelvey refuses to fix this. We were told the carpet warranty, did not transfer to us when we purchased the home. 

We have received the continual run-around from the owner, Lynn Kincaid.  We have made numerous phone calls to the office, never receiving a return call or receiving a return call weeks after the initial call was made.  We had an issue with the carpet in the living/dining room that resulted in us replacing the carpet with hardwood flooring.  We filed a complaint with the Dallas BBB regarding their lack of service.  McKelvey stated the reasoning for not fixing the carpet was due to our pets.  Incorrect.

Once again, we are having issues with the carpet seams throughout the whole house.  We called McKelvey again, in February of this year.  The manager told us the issues we were having with the carpet was a manufacturing (Mohawk Carpet) issue.  The carpet and backing are separating.  We placed a call to Mohawk Carpet and they told us we needed to file a complaint about the carpet with the company that installed the carpet.  Done.  Mohawk contacted a private flooring inspector to look at the carpet and make a report.  During the inspection the inspector told us the issues with the carpet were to them being improproperly installed; the installers didn't seal the cut edges of the carpet prior to sealing the seams; the installers were to have sealed the cut edges of the carpet before gluing.  The inspector took photos of the carpet issues and included them with his report.  We never heard anything from McKelvey, the flooring inspector or Mohawk after the inspection took place.

Again, we called the flooring inspector and Mohawk and we were informed the report and been given to McKelvey and Mohawk and we weren't privy to a copy of the report.  We have made numerous calls to McKelvey and have been told that Lynn (the owner) would call us back.  We have yet to receive a return call.  We have even called Mohawk Carpet and were told they couldn't tell us anything about the inspection.

We have now contacted the realtor we bought the home from, asking him to help resolve the issue.  After many failed attempts at a return phone call, McKelvey finally returned his call.  The owner told the realtor the claim had been denied and the issue is a result of pet urine.  Every seam in our home is coming apart.  We have seams that run the width of rooms that are coming apart.  One seam runs the length of the master bedroom, is 14-1/2" away from the wall and is coming apart.  The seams going into additional bedrooms are coming apart.  The carpet edge that butts up against tile flooring is coming apart, the cut edges against baseboards are coming apart.

Photos of the carpet issues have been sent to the realtor we purchased the home from.  He is in agreement the carpet issues are not the result of pet urine, as falsely stated by McKelvey Floor Covering.  We are in the process of filing a complaint with the Texas Attorney Generals office regarding the deceptive trade practices of McKelvey Floor Covering. 

This company doesn't even live up to the Mission Statment on their website stating:  Our CUSTOMERS are truly our number one concern. Our Suppliers and Tradespeople have always known that so they give us the type of service we need in order to place YOU first on our priority list.  We believe in QUALITY.  It doesn't matter if folks are buying economy or high end product... What we expect for ourselves in service and installation is what we give to others. There's no other way to build an honorable business... and it shows after 44 years. We believe in KNOWLEDGE. Only by staying educated in the ever progressing lines of product and performance can we assist our customers in making a decision that will cause their continued return and word of mouth referral. As those are the cornerstones of a good business, We make sure all we work with keep abreast of developments in product, installation and care.  McKelvey, I would suggest you live up to your Mission Statement.  Based on the findings of the flooring inspector, we want the carpet fixed. 

We believe in TRAINING and EXPERIENCE.

Rather than hiring outside freelance contractors like 90% of the companies in existance today, ~ Our Technicians are CERTIFIED INSTALLERS ~

We believe in PROPER TOOLS.

People often don't understand that using the right tools can affect the look and performance of their home products as much as they do in their vehicles.

Only by using proper tools for each product can we be assured that our work will perform for you in the manner it was designed for.

Only by using correct methods and tools of installation  can a company stand strong behind their work.