Low-quality craftsmanship and lack of professionalism.I've chosen Carpet City Ltd even though it was 10% more expensive because it seemed to offer and promise high professionalism. I had just purchased a new apartment in a new building, and we wanted a floor that would last for years to come. Amtico seemed like the right choice, and we chose a premium company for the application.The Carpet City's staff was very kind, reasonably punctual with deadlines, and above all, courteous and tidy. We followed all their advice and applied a new plywood wood layer to the new and flat cement floor, which increased the estimated costs. The floor cost about £15,000. Everything ended well, and we were satisfied with the work done.The problems arose 8 months later. A bubble of air formed under the floor in the kitchen. Not visible, but every time you walk over it, it makes a very annoying noise, "POP!" Other defects appeared gradually in the living room. The plywood wood lifted, exposing the edges under the Amtico.Instead of blaming the company immediately, I thought the problem was due to leaks. After a period of inspections and verifications, we certified that there were no leaks. The problem was due to the low quality of the installation done by the company.I called the company, and after verifying, they proposed to fix the problem at my cost (£280 per hour, with an indefinite duration of work), because the one-year warranty had just expired! A floor that cost £15,000 and was made to last thirty years, and they tell me, "Sorry, your one-year warranty just expired."Do you consider a premium company when they admit there is a problem with their craftsmanship and they asks for more money to fix their problems? Will they be able to fix the issues? DO NOT USE THEM! They are not premium! They are just more expensive and not reliable!I will update this blog if they change their mind. For now, DO NOT USE THEM OR LIKE ME, YOU WILL END FRUSTRATED AND £15,000 LESS. I hope this review helps you make the right choice.
Response from the owner: Dear Guglielmo,Thank you for sharing your feedback, We'd like to address your concerns and provide a more detailed clarification on the situation.Your flooring was expertly installed on 10/9/2021, and when you reported issues on 7/3/2023, we promptly explained that you are covered by Amtico's warranty and if you have issues with the flooring we are happy to liaise with them for you, We further explained that our 1-year free fitting warranty had expired, Despite this, we went above and beyond by coming out and inspecting the issues free of charge.Upon inspection, it was evident that sub-floor movement had affected the glued/screwed plywood in the kitchen causing it to pop up - not a floor fitting fault. We proposed to have the fitters come out at an hourly rate of £50, and we would of course carry out the works as efficiently as possible, you agreed to have this done and would confirm a convenient date to book it in.Until posting this review on 15/1/2024 you have not reached out to us at all, which we feel is very unfair and unnecessary. Despite this, and as a gesture of goodwill, we took it upon ourselves to come out and rectify the issue free of charge within 3 days of your unkind review. We stand by our commitment to quality work and customer satisfaction, The 135 other 5* reviews & countless repeat customers over the last 25 years are clear testament to that. We hope this detailed explanation sheds light on the situation, and we remain open to further discussion if needed.Kind regards,Levi
