Let me walk you through the lovely horror my wife and I experienced with Keystone Carpet and its…read moreultimate resolution.
We were advised by a neighbor to go with Keystone Carpet for our new purchase. We didn't know at the time that our neighbor bought and flipped houses with cheap fixed. Our mistake.
We met and liked Stan and ended up going with him for our carpet, recarpeting essentially the entire house. We demoed our own carpet, which was exhausting work, but Stan said it would save us about 1k on our costs. After we removed it, Keystone showed up a couple of days late and put the carpet in. We had agreed to a 2 year no-interest finance deal with Wells Fargo, but when we got the paperwork signed, it ended up being only 1 year. Whoops.
None of the installers spoke english, which made it difficult when my wife, who was observing the process, was pretty sure the wrong colors had were being stalled on the wrong levels. And when we received the bill, they charged us for the demo of the old carpet. The install itself was okay at best, but we can still signs of mediocre quality on some seam lines and edges.
After verifying that the carpet had indeed been installed on the wrong floors, we contacted Stan, who advised to just repaint the walls to match the carpet. Walls we had just painted. Uh....what? I'm not kidding. That's literally what he told us to do.
So then he offered us $1500. I told him no. We either wanted the cost of the carpet credited back to us, or we'd take the $1500 as a whoops, and then they can come make it right because by that point, we'd moved all our stuff into the house because we had to get out of our old place.
After much back and forth, Stan ended up passing away, and we had to resolve the rest of the issues with Emilie, who was a go between us and the other owner. The correct carpet was finally installed on the top floor along with a credit of 1500 + 800 for the self-carpet demo, but nothing was done about the basement. Because, according to Emilie, we had never agreed that the correct carpet would be installed in the basement. Apparently, Keystone didn't think we still wanted the correct carpet in our basement. Even that's exactly what we'd been asking for all along.
So we went back into dispute resolution with Keystone through Wells Fargo because we want the cost of the wrong carpet comped back to us as we were tired of dealing with Keystone. After literally 1 and a half years of back and forth and essentially being ignored by Keystone, we finally got an additional 2800$ refunded which, added to the original credit, equaled the cost of the wrong carpet. Even though we demoed our own carpet.
This company is a total joke. Maybe it goes without saying, but I would not recommend using them. I will say that Emilie was very professional in all her responses, but we have a bitter taste still after going through this ordeal when all we really wanted originally was the right colors on the right floors. But apparently that was too much to ask for.
