Smartstrand Carpet Complaint

This is an important post for those who are in the market for new carpet. Carpet defects are not common but when they do happen it can be difficult to get a remedy.

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Smartstrand Carpet Complaint

Smartstrand Carpet Complaint

Dear Alan

I am hoping you can offer some advice. We purchased Mohawk Smartstrand carpet for the master bedroom of a “seasonal” residence. Two adults and no pets inhabit the residence for approximately 5 months of the year.

The condo is in Florida. The carpet was purchased 8/2013. The carpet is showing excessive wear patterns anywhere we have to walk on and the carpet looks “matted” and frayed. Mohawk denied our claim because we didn’t have the carpet cleaned after 18 months. We pointed out that we had not been living in the residence for a total of 18 months. The store we purchased from in Naples, Florida asked us to have it cleaned and recommended a carpet cleaning company. Now after the cleaning, the carpet fibers look worse and the carpet looks dirty. The carpet cleaner also noted the wear patterns were not improved by the cleaning.

Mohawk has been difficult to deal with and the dealer where we bought it is not standing behind their product. Is there any way to contact someone at Mohawk other than the usual customer service representatives, who might have some authority to help us? Do you have any suggestions or recommendations?

Thank you for any assistance,

Ron

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Hi Ron

Can you tell me the room measurements and the price you paid for the carpet only?  (Per square yard or by per square foot)

What type and density of padding was used? What was the total price for the whole job, carpet pad and installation?

Is this a beach house?

Alan

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Dear Alan

Thank you for getting back to me. I’m so discouraged by this situation.

No, it’s a condo on the 5th floor of a 15 story building, not directly on any body of water. The pad used was 7/16”, 7lbs density. Currently the carpet retails for $5.49 a square foot. I measured the room myself; the main area is 14’ x 29’. There is a 4x 4 entry area leading into the large area. There is a 10’x 4’ hallway from the main area leading to a bathroom and a walk in closet along the hallway approx 13’ x 5’.

Ron

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Hi Ron

Here is my opinion on the issue:

From your provided information, it appears from the amount you spent on carpet tells me that it is a good quality carpet (about $45 per sq yard) and the pad they used was of sufficient quality and density. The problems you are dealing with should not be happening to you. If a carpet shows major signs of wear and tear after just a few months, then there is something seriously wrong. I suspect there is a manufacturing defect of some kind. Your carpet dealer is your best bet for a solution to your problem.

A locally owned carpet dealer has some leverage with the carpet manufacturer in situations like this. Keep calling and asking for their help to resolve this. If you can’t get your carpet dealer to help you get your carpet inspected; get a valid claim filed with the carpet manufacturer, and/or get some sort of resolution, then you may want to consider filing a lawsuit in small claims court. (It’s not a fun thing to do and is often difficult to win).

Alan

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Dear Alan

Interesting update! The carpet dealer has now offered us a replacement allowance of $2,100 plus free labor if I purchase new carpet from them. I’m enjoying reading your website articles about how and where to purchase new carpet.

Many thanks for all your help and advice!

Ron

 

 

We had a Karastan nylon carpet installed about 8 years ago. It’s now deteriorating rapidly. We continue to find thousands of broken carpet fibers in the carpet and on adjacent surfaces every day, even after vacuuming. Please Help!

Question:

We had a Karastan nylon carpet installed about 8 years ago.  It’s now deteriorating rapidly. We continue to find thousands of broken carpet fibers in the carpet and on adjacent surfaces every day, even after vacuuming.

I was led to understand that nylon carpet is the most durable fiber available, so I’m very surprised at this deterioration. Parts of the carpet are often exposed to sunlight, and deterioration is worse in those areas.

Is this deterioration common in nylon carpets? Would steam cleaning prevent further deterioration?

_________________________________

Alan’s Response:

Thanks for your email. Sorry to hear about your carpet troubles. I don’t have a complete picture of your circumstances so I am going to give you my best opinion and a general response and let you draw your own conclusions. Feel free to respond with additional info you think may be pertinent! There may be several issues you need to consider…

Carpet Shedding and Fuzzing Explained: http://www.homecarpetshopping.com/why_do_carpets_fuzz.htm

Direct and indirect sunlight is bad for all carpets and causes the fiber to become faded and weak and the backing to become dry and brittle. This sounds like your main issue. Other factors that may be contributing to the deterioration: Your climate, type of heat used in your home, very low humidity combined with other climactic factors can easily play a part to your carpet deteriorating more quickly. Heavy foot traffic, active kids and pets, and improper maintenance also help break down the carpet fiber prematurely.

From my website: How Long Does Nylon Carpet Last? http://www.abccarpets.com/carpet_cost_longevity.htm

Contact the retailer where you purchased it and ask them to come out and take a look. Do you have your original sales receipt showing exactly what carpet style you purchased? If so, they can look it up to see the warranty limitations. Do you still have your original warranty paperwork? If so, you may still have some limited recourse from the manufacturer if you have followed all their warranty requirements to the letter.

From my website:: http://www.carpetprofessor.com/about_carpet_stain_warranties.htm

Steam cleaning will not solve the problem, but is required periodically to keep your carpet warranty in force. If your warranty has expired or is null and void due to your negligence, then you should contact a reputable carpet cleaning expert and have them take a look. They may have a way to help extend the life of your carpet for a little while longer.

From my website:: http://www.carpetprofessor.com/Reputable_Carpet_Cleaning_Care_Guide.htm

Yes, nylon is the most durable fiber available today, however not all nylon carpets are created equal. It all boils down to the manufacturers specifications of the carpet in question, including: Fiber type, tuft-twist, pile height, pile density, fiber face-weight, and much more… How well the carpet is constructed makes a big difference in the life-span and overall durability of the carpet. Take a look at my Carpet Durability Chart (see attached file). It may help you make wise carpet choices in the future.

Karastan does make a good carpet, but some carpets are only designed to last 7 to 10 years.  Maybe your carpet has already lived it’s intended lifespan. Don’t expect to get a free replacement or a huge discount on new carpet, but there is a small chance for a little something in your favor if the dealer you purchased from is reputable and locally-owned. Family-run flooring dealers are often willing to (throw you a bone) give you a discount on your new carpet to make sure you are a satisfied repeat customer.

If you purchased from a locally-owned, family-run flooring dealer, I have found that being pleasant and patient during their investigative process will usually lead to a better end-result for you, if you know what I mean. I doubt you will have any warranty coverage at this point, but the dealer knows you have plenty of friends, co-workers and relatives in their service area and you might mention you would be happy to recommend them highly and post a favorable online review if you are treated right. If you did not purchase your carpet from a locally-owned family-run flooring dealer, then your outcome may not be very favorable for you.

Hope this helps!

Alan J. Fletcher

Website: AbcCarpets.com

Trusted Dealers: Alan’s Recommended Carpet Dealers

Email Alan@AbcCarpets.com

eBook: Alan’s Complete Carpet Buying Guide – Kindle at Amazon.com

Best Carpet Cleaning Prices

How Much Does Carpet Cleaning Cost?

©Alan Fletcher – Carpet Expert and Consumer Advocate at AbcCarpets.com

  • When to have your Carpets Cleaned.
  • Finding a Reputable Carpet Cleaning Company.
  • Facts about Carpet Cleaning Prices.

A popular homeowner question is “How much will it cost to have my carpets cleaned?” If it’s been several years since your last professional carpet cleaning then your carpets are likely quite dirty, even though it may not appear dirty it may require some special “carpet cleaning” attention. 

The price you’ll pay for carpet cleaning depends on the age and condition of your carpet and the amount of time and effort and cleaning products it will take to do the job right.

Rule # 1

The dirtier your carpet is… the more it’s going to cost to have it cleaned.

Imagine not cleaning your stove top for a week, or a month or a year! How much more difficult would it be to clean it thoroughly?

The same goes for your carpet. If you haven’t your carpet cleaned in years, no matter who you call it’s going to take some extra time and effort to do the job properly.

 

Rule #2

Don’t expect miracle results from low-cost or discount carpet cleaning services.

If your carpets are in serious need of a thorough deep-cleaning, don’t go searching for a Carpet Cleaner Coupon that says “Two Rooms Cleaned for $29.99!” You won’t be happy with the results from a light surface cleaning.

Carpet Cleaners that advertise super cheap prices are notorious for luring you in with an amazing low price special and once they arrive, they surprise you with an estimate so high it will knock you off your feet! You don’t need this type of aggravation! But be prepared to pay a reasonable and fair price to have your carpets properly cleaned.

Carpet Cleaning Cost

The typical cost to clean your carpet will range from 15 cents to 45 cents per square foot.

Dirty carpets take longer and require more effort to clean. This means if you have your carpets professionally cleaned every 12 to 18 months like the carpet manufacturers suggest, then the cost to have your carpet cleaned should be on the low end of the pricing scale. 

But if you wait too long to have your carpets cleaned, then expect the price you are asked to pay to be on the higher end of the pricing scale. If you haven’t had your carpets professionally cleaned in 6 years, don’t be surprised when the estimate is twice or three times as much as you expect.

The fact is, all carpet cleaners must charge a reasonable price for their services or they won’t be able to stay in business. If it takes twice as long to thoroughly clean your carpet then expect the job to be priced accordingly.

One Room Cost Example:

A common bedroom size is 10’ X 14’ or 140 square feet. 

  • At 18 cents per square foot the cost for cleaning would be about $25.00 (Carpet doesn’t appear dirty)
  • At 28 cents per square foot the cost for cleaning would be about $40.00 (Carpet looks fairly dirty)
  • At 36 cents per square foot the cost for cleaning would be about $50.00 (Carpet is very dirty!)

Some Carpet Cleaning companies prefer to charge by the room or by the job. It still ends up being pretty close to the same price as it would be if calculated by the square foot, so if you know about how many square feet you need to have cleaned it will be easy for you to calculate an approximate cost. 

Whole House Carpet Cleaning Cost Example:

Most 3-bedroom ranch style homes are about 1000 square feet. 

  • At 18 cents per square foot – Total cost about $180.00 (Carpet doesn’t appear dirty)
  • At 28 cents per square foot – Total cost about $280.00 (Carpet looks fairly dirty)
  • At 36 cents per square foot – Total cost about $360.00 (Carpet is very dirty!)

  Please remember: It’ is NOT a scam for a professional carpet cleaner to charge you more to clean a very dirty carpet.

Proper Carpet Care and Maintenance

It’s up to you to make sure your carpet is maintained and cared for according to the carpet manufacturer’s guidelines. Failure to do so will void your carpet warranty and cause your carpet to wear out prematurely. Regular vacuuming and professional cleanings every 12 to 18 months is required and will allow your carpet to last as long as possible. Learn more How To Care For Your Carpet

Rule #3

Have your carpets cleaned before they start to look dirty.

Abrasion is what causes carpet to look ugly and worn out. If you wait too long between cleanings, your carpet can become permanently damaged. Dirt and grime can easily cause abrasive wear that cannot be undone. Once you reach this point there is nothing any carpet cleaner can do to restore the “like-new” appearance your carpet once had. Sure you can have your carpets cleaned, but you won’t be happy with the way your carpet looks when it’s done.

Rule #4

Make arrangements to have your carpets cleaned regularly

There are plenty of “poor quality” carpet cleaning companies that you need to avoid. So instead of clipping out a carpet cleaning coupon and rolling the dice hoping you get good service, visit Alan’s Best Carpet Cleaner Directory and see who I recommend near you. All the companies on my list are IICRC certified and personally hand-selected by me. They must pass my test before I will recommend them to you. Make an appointment and ask them about their Carpet Maintenance Plans.

What is a Carpet Maintenance Plan?

Offered only by professional carpet cleaning businesses, it’s a special price you can get for purchasing your future carpet cleanings in advance for a discounted price. Perhaps they might offer four carpet cleanings for the price of three or three carpet cleanings for the price of two. This can be a smart way to make sure your carpets cleaned on a regular and ongoing basis. 

I think it is a very smart move and you have the option of setting the date of cleaning whenever it is convenient for you. You will save money in the long run, your carpet will last years longer, your home will always look nice and be a healthier place to you and your family to live.

Carpet Cleaning Extras

Spills, spots and stains…

Some carpet stains need special treatment and require extra time, treatment and effort. You should expect pre-treatment of most spots and stains to be included as part of the basic price, but in some cases, especially with pet accidents or biological spills and stains there may be an extra charge.  It’s impossible to predict how much extra it might be without knowing the type of stain, size and disposition of the affected area. 

Carpet Damage, Restoration and Repairs

Carpet Cleaners may be able to repair or restore your damaged carpet. Carpet is often damaged from floods, accidents, burns or pets, but may be repairable or restored by a competent carpet Cleaning technician.

Some spots and stains are impossible to clean but other options may be available. In some cases, depending on the type of carpet you have, carpet dyeing may restore the color to a faded or bleached out area. Burns can be cut out and replaced with leftover carpet or by using the same carpet taken from a “less critical” area (like a closet).

Some carpets may need to be re-stretched or reinstalled. The cost for these extra services will depend on your situation. If the cost is too high or if the carpet is not repairable you will have to decide if it’s time to start thinking about buying new carpet.

Also: 

Before You Buy New Carpet Checklist – CarpetProfessor.com

Before You Buy New Carpet Checklist – CarpetProfessor.com

 

There are certain wise steps every homeowner should take in order to make sure the carpet you buy will meet your needs and goals and that you don’t make simple yet costly carpet buying mistakes.

The Carpet Professor (www.carpetprofessor.com) has published a free and useful list of The order of events you need to be aware of,  and what issues you need to look out for, in a handy and useful PDF file entitled: “Before You Buy New Carpet Checklist”.

Click the link below to learn secrets to how to buy carpet wisely, and what you need to do to make sure your carpet is selected wisely and installed properly and you have few problems along the way!

 

http://www.carpetprofessor.com/before_you_buy_new_carpet_checklist.htm

How Do I Choose the Right Carpet Fiber? What is BCF?

How do I choose the Right Carpet Fiber?

What Does BCF Mean?

Q. I have four kids and three dogs. I need a carpet that is able to take a beating. My question: I am confused about carpet specifications. What is BCF?  I see these initials on the back of some carpet samples but not others? What does this mean?

Alan’s response:

BCF stands for Bulked Continuous Filament. You want to buy a carpet made from a continuous filament fiber. The work “Bulked” refers to a process where the manufacturer makes the strand of fiber beefed up, or bulked to create a fatter and more beefy feel. Think of it like using a volumizer on your hair, it makes it feel thicker and fuller.  The “CF” or Continuous Filament, means the strand is formed or “extruded”  in one long strand.  When they make carpet from a CF fiber is virtually eliminates the shedding and fuzzing that you experience with a carpet made from a Staple Fiber. 

Learn About My Carpet Buying Guide

What is a Staple Fiber?

A Staple Fiber is short lengths of fiber, usually 3 to 10 inches long, that are spun together to make a long strand. Strands are then twisted to form a tuft. When carpet is made using staple fibers, the carpet will tend to shed and fuzz for up to a year after installation. While this is normal, it is not a result that most homeowners enjoy living with. When you vacuum up bag after bag of loose fibers, it makes you think your new carpet will shed so much it will eventually become totally bald! So unless you like vacuuming three times a day, I suggest you be sure to buy a carpet made from a Continuous Filament Fiber. 

Read My full article here

Read Website Article

What is a Good Carpet Choice for Kids Dogs Cats and Pets?

What is a Good Carpet Choice for Kids Dogs Cats and Pets?

Q. I am looking for a good quality carpet that can withstand children, cats, dogs and heavy traffic. I have a formal living room that you land in upon entering my house. To get to any other part of the house at that point, one needs to walk through the living room. My biggest problem is the traffic marks from the front door, across the living room and down the hallway to the bedrooms. This gets dirty fast.

Alan’s response:

A Nylon Frieze is one of the most durable and best-wearing carpet styles. There is only one type of carpet fiber that can withstand kids, pets, and heavy traffic, it’s a Nylon Frieze. Depending on how long you want your carpet to last, you need to choose accordingly. I suggest you take my free Carpet Foot Traffic Test and follow the prompts until you determine what face-weight and pile density might best meet your needs and goals. 

For example: A 100% nylon frieze carpet style with a tuft twist of at least 6, a face weight of 38 to 45-oz, and a pile density of at 1800-2200 is designed to withstand 10 to 15 years of medium to heavy traffic. Frieze styles wear so well because they have a higher tuft twist and Nylon is the most durable fiber. Smartstrand by Mohawk is another good option if you want a carpet that is easy to clean and is excellent at resisting stains. Between Nylon and Smartstrand I think that the most important thing to consider is your budget and how long you want your new carpet to last. Overall, Nylon will last longer, but Smartstrand will be a bit easier to clean. Smartstrand is also known as Triextra or PTT or Sorona and was invented by DuPont. Personally I am a fan of Nylon because it has stood the teat of time for over 70 years while Smartstrand has been around for about 10 years.

Read the rest of the article here

Berber Carpet Cleaning Complaints

Berber Carpet Cleaning Complaints

© By Alan Fletcher

Why do some Berber carpets attract dirt and are hard to keep clean? 

While Berber styles are elegant and beautiful when new, there is a common complaint from homeowners with Berber carpets made with the Olefin fiber. Consumers often report that within a week or two after a professional cleaning, previous spots and stains tend to reappear as if they were never cleaned at all. This is because the Olefin fiber is inherently oily and often makes Olefin hard to clean and prone to attracting dirt like a magnet. Old stains tend to reappear like magic.

Read full article here

AbcCarpets.com: Free Unbiased Carpet Buying Information for Homeowners.

AbcCarpets.com is a major source of free information and advice for internet savvy homeowners who are looking for reasonably priced and reputable home flooring service providers.

My readers are interested in purchasing new carpet, hardwood floors, ceramic tile, Vinyl and linoleum, replacement carpet and vinyl flooring for rental properties, home carpet cleaning services, DIY Carpet tiles or other related homeowner floorcovering products and services. They come to me to learn how to save time and money and avoid becoming a victim of a carpet scam!

Learn how you can save up to $100 on your next carpet or flooring purchase and avoid getting ripped off by unscrupulous carpet retailers!

Visit my FREE consumer website Http://www.Abccarpets.com to learn more!

Want New Carpet Before the Holidays? Better Hurry!

Need New Carpet installed by Christmas?

©Alan J. Fletcher – Carpet Expert, Consumer Advocate & Webmaster at AbcCarpets.com

If you’ve got friends and relatives coming over for the holidays you might be considering replacing your old worn out carpet. Here are some “insider” tips & tricks to help you choose new carpet wisely, save money and hopefully make sure you have it installed before your holiday guests arrive!

Every year, right after Halloween there is always a hot rush to buy new carpet, but some homeowners end up waiting too long and discover that they can’t get their new carpet installed in time for Christmas and other holiday events.

There are two ways to buy new carpet; Buying “in stock” carpet from local carpet retailer or ordering from a manufacturer’s carpet sample and wait for your new carpet to be shipped on a truck from Dalton Georgia.

Buying “In Stock” Carpet

If you want your new carpet installed fastest, you might want to consider buying carpet that is available locally “in stock” There are always plenty of rolls of carpet readily available for immediate installation at local carpet retailers. The main benefit is that you can have it installed rather quickly and the prices can be quite reasonable.

The downside is that the carpet selection is usually limited to stock on-hand; it can be difficult to determine the grade or quality of the carpet in question; the carpet may be “second grade” goods and there might not be any manufacturer’s warranty coverage.

Ordering New Carpet from the Manufacturer

Every carpet retailer has carpet samples that you can take home and consider for a few days. The benefit of ordering new carpet from the mill is that you are guaranteed to get “first quality” carpet and you will always get the full manufacturer’s warranty. You also have the benefit of selecting the exact grade or quality you require and choose the color and style that you really want.

The downside is that you will have to wait for the carpet to be shipped before you can have it installed. It can take one to four weeks for your carpet to arrive, perhaps longer if the weather is bad or unforeseen problems arise.

If you decide to order from a sample, then you need to make sure you have your home measured accurately and place your order as soon as possible.

To help ensure you get your new carpet installed in time for the holidays:

  • If you want your new carpet installed before Thanksgiving, you should place your order no later than October 26th.
  • If you want you have your new carpet installed before December 24th, you should place your order before November 23th.
  • If you want your new carpet installed before January 30th, you should place your order no later than November 28th.

Every retailer has a different timeframe for scheduling installations so check with your local dealer as soon as possible. Take the time to do your carpet homework and you will stand the best chance of choosing new carpet wisely, saving money and having your new carpet installed long before your holiday guests arrive!

How to Choose the Right Carpet for YOU!

In order to save the absolute most money possible and get the whole job done correctly from start to finish, you need to make wise & informed choices. I have dozens of pages and articles posted on my website that you can freely access to learn about how to buy new carpet wisely. In order to be completely satisfied with your New Carpet purchase you need to consider all the following and more:

Selecting the Right Carpet

The carpet samples you see at the carpet store may look and feel great, but some carpets will mat down and begin to wear out within a year or two. You can’t tell if a carpet is well-made just by its look or feel. You need to know how to interpret all the various carpet specifications to determine if the carpet will be a suitable choice for you.

The main 4 carpet specifications are: Fiber type; Tuft twist; Face-weight and Pile density. Homeowners need access to complete and accurate product information in order to make wise and informed carpet choices. This information is normally found on a label affixed to the back of every carpet sample. Learn what these specifications mean and how to interpret them on my website.

Good Advice

Homeowners often rely on the advice and suggestions of carpet salespeople. Unfortunately, some carpet retailers hire salespeople who are good at selling, but lack sufficient carpet knowledge and experience. Don’t allow the salesperson to make carpet or padding choices for you.

Selecting the right carpet padding

Selecting the right padding is very important. Padding has three main specifications to consider depending on your needs and goals. It’s important that you select the right type, thickness and density rating that is appropriate to your carpet selection and application. Some pads are better for use on stairs; some are better for basement applications; and it’s important that you meet the carpet manufacturer’s padding requirements or you might void your new carpet warranty.

Where to Shop for Carpet

Depending on where you live, you may have limited choices as to where you can conveniently shop for new carpet for your home. In rural areas, there are usually fewer choices and you may need to drive to a more populated area to have more choices and better options. Not all carpet stores carry the same grade and price point of carpet. Some carpet retailers cater to high end clientele while others cater to apartment owners or “do-it-yourself” customers. Visit a local carpet retailer with a good selection of the styles, quality level and pricing of carpet that you are interested in buying.

Proper Installation

Many carpet stores have a hard time finding qualified carpet installers. Installed wrong, your new carpet can lose half its intended life span. It is your responsibility to make sure your carpet is installed correctly. On my website you can find out how to determine if your installer is properly licensed, bonded and insured to install your carpet in your state, what questions to ask and how to check references. Print out and use my free Carpet Installation Inspection Form and do a thorough walk-through with your carpet installer when he is finished and before he leaves the jobsite.

Visit www.AbcCarpets.com to learn more…You can:

  • Take my Free Carpet Foot Traffic Test to learn what grade of carpet you need to buy based on your own personal needs and goals.
  • Print out my Free Carpet Shopping Form!
  • Print out my Free Carpet Installation Inspection Form
  • Have carpet buying questions?  Free email service: “Ask the Carpet Expert”
  • Buy from a Reputable Carpet Dealer! See my list of Preferred Carpet Dealers!