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Costco.ca Reports & Reviews (1)

• Nov 17, 2023
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I contracted with Costco Installation Services for the replacement of carpet in my home. They arrange the work with a subcontractor who we visited with at a showroom and who attended at our home on two separate occasions for measurements. We also received two separate quotes from two different companies, all quotes were comparable but we choose Costco for their reputation and warranty. We paid in full prior to the job starting. An installer came to our home and after a day and a half of work told us he did not have enough carpet to finish the job and to contact the subcontractor. We did contact the subcontractor initially, who is the same individual that attended at our home to complete the measurements (in our presence), he advised us that we only paid for half of our stairs to be completed and if we wanted the job finished we would have to pay him more money. We asked him why he would exclude a portion of the carpet that he had measured, or why he would exclude a portion of carpet without direction or conversation with us. His argument is that our contract says one set of stairs and in his opinion one set only includes the portion going to the upstairs and not the downstairs. To us when we had asked him to replace all of the carpet in our home and he measured all of the carpet in our home and then wrote on our quote one set of stairs, which in our opinion is what we have, we expected that all of the carpet would be done. Upon review the other quotes provided more than an ambiguous description of the work area; however, we did not anticipate being the victim of this sort of scam given the fact we were dealing with Costco.

We immediately contacted Costco as asking for more money from us directly is specifically prohibited under the contract. We were told by Costco that we would have a resolution within 48 hrs and were given a reference number, this was on October 10, 2023. After several attempts to communicate with Costco since, including sending a registered letter with photos, we received a reply today October 17, 2023 stating that if we wanted the installer to finish the job we would have to pay him more money. We have searched reviews of Costco and Exhibit Floors and it is apparent this is not the first time this has happened to someone, this appears to be a scam led by Exhibit Floors. I can't say for sure what Costco's involvement in the actual scam is other than being complacent and not enforcing the terms of the contract that is in their name. We trusted the Costco brand and they in turn took advantage of that trust and have now left us with an unfinished job including mismatched and missing carpet, as well as the new installation having major deficiencies which were also noted to Costco (ie. Carpet is not attached in corners and can be completely lifted by a vacuum cleaner, the connection seams are visible throughout the hallway and each doorway). We paid Costco $11,299.05 upfront and are left with 1/4 of the job unfinished leaving old mismatched carpet on the same staircase and visible on the main floor of our home, with exposed plywood on the landing, and material deficiencies as noted above which if not fixed will ruin the entirety of the carpet (ie. the carpet is not properly attached).

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