My husband and I purchased some carpeting and flooring from West Valley flooring in Calgary, Alberta Canada in 2019 and again in 2021. We have had ongoing problems with the most recent purchase. We purchased carpeting to match the carpet we purchased in 2019 in the basement for our upper floors and stairs. The installation date was scheduled for Nov. 16, 2021. We were trying to renovate the entire upper floor in time for Christmas including painting, new baseboards, trims and doors. On Nov. 16th, Ryan contacted my husband to say that after inspecting the carpet, it was not to spec and looked like the waffle pattern had been put on crooked. He offered to install it anyway but said we may not be happy with the result. Obviously we didn't want a deficient product installed, so we told him to re order the product. Ryan said we would likely get it done on the first week of December, which was bad enough considering the time crunch, but later that week he let us know the carpet had to be manufactured still and then shipped, so we would not get it installed until Dec. 21. We were very upset about this, obviously this put us in a huge bind and we were living in shambles after painting, removing all the baseboards, pulling up carpet to paint railings and we moved most of the furniture to our main floor to help out the installers and now we would have to live like that for weeks. We told them we expected compensation for this inconvenience, Ryan said it was not West Valley's fault or problem and the owner Jon sent me a lovely email explaining that inconvenience is "a part of life" and that he had to live with it (he even gave me examples) and so should I. We pushed them to get compensation from the manufacturer and they got us a $300 credit on our invoice, which they thought we should be grateful for (the invoice was over $10,000). This was in no way satisfactory to us but West Valley was unwilling to pursue the claim further.
We also purchased the same carpet for our basement in 2019, and we are now having problems with the carpet looking frayed and worn on the stairs. When we purchased the carpet from Luis at West Valley flooring, I specifically asked to buy a carpet that would not look worn after only a few years, especially in high traffic areas, I mentioned the "fuzzy" look that carpets can get after a while. Luis told me that most manufacturers will not warranty stairs but that Mohawk would if we purchased the recommended pad. We now have the fuzzy look on some of our stairs and we wanted West Valley to take a look at it but they said it is not covered, they specified only "abrasive wear" was covered and not "texture retention". This was not specified to us when we purchased the product and now we are stuck with a "premium" product that looks worn after 24 months, which is completely unacceptable. Luis is no longer with West Valley flooring and the current sales team is unwilling to uphold what their previous employee led us to believe. We believe these are dishonest sales tactics and will no longer be dealing with this company moving forward for any new products but we have no choice but to deal with them on our existing product. We have cleaned the carpets with a professional cleaner twice to keep up our warranty and we chose Mohawk specifically because we were told "they stand behind their products''. We have had nothing but frustrations with West Valley and Mohawk. We purchased these products in good faith and we expected to be treated as valued customers in return. Do not purchase from West Valley, they lie and have horrible customer service and please don't buy Mohawk products, they are not the premium product you think you're getting and their warranty isn't worth the paper it's printed on.
