Keystone Carpet & Tile

Let me walk you through the lovely horror my wife and I experienced with Keystone Carpet and its ultimate resolution.nnWe 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 fixes. Our mistake.nnWe 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.nnNone of the installers spoke english, which made it difficult when my wife, who was observing the process, was pretty sure the wrong colors 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.nnAfter 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.nnSo 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 $1500 as a whoops, and then they can come make it right because by that point, we'd moved all our stuff into the house because we had to get out of our old place.nnAfter much back and forth, Stan ended up passing away, and we had to resolve the rest of the issues with Emilie, who was a go between us and the other owner. The correct carpet was finally installed on the top floor along with a credit of 1500 + 800 for the self-carpet demo, but nothing was done about the basement. Because, according to Emilie, we had never agreed that the correct carpet would be installed in the basement. Apparently, Keystone didn't think we still wanted the correct carpet in our basement. Even though that was exactly what we'd been asking for all along.nnSo we went back into dispute resolution with Keystone through Wells Fargo (the financer) because we want the cost of the wrong carpet comped back to us as we were tired of dealing with Keystone. After literally 1 and a half years of back and forth and essentially being ignored by Keystone, we finally got an additional 2800$ refunded which, added to the original credit, equaled the cost of the wrong carpet. Even though we demoed our own carpet. So I guess we did that for free. Whoops.nnThis 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.

I always like to try to use local workers when I can and was excited when I found Keystone Carpet & Tile, however, we got burned in this case. We had LVT installed by them in our basement after REPEATED reassurances from them that the adhesive would be waterproof and could sustain the moisture level in our basement. Not even a month later and we started having glue seep through the flooring, creating a huge mess. We notified Keystone and someone came out to look at it. We were given many round about answers of why the adhesive failed and were told other options for flooring including relaying the LVT or trying carpet but then later they told us actually no flooring would be recommended. It was the worst case of not knowing your product that I've ever seen. We requested to have it all ripped up as we no longer trusted their judgement. They removed the floor and did give us a refund but left us with a completely unusable space and tons of sticky glue all over. We called and had them come out a second time to remove the glue but even after this attempt we were left with glue ridden floors that looked way worse than before. We tried calling them again with no answer and our message was not returned. We are now having to have a concrete company come out to completely buff down the floors to get all of the glue off so that we can at least use the space again. I would not trust this company with any flooring, they do not know their products well and do not complete the job.

Went to keystone carpet to pick out carpet and tile for my entire home. Emilie was GREAT, she was super knowledgeable and very helpful. I Was able too get everything I needed in one place and it looks amazing!

I just recently started doing work for them. They are one of the best group of people I have ever worked with in my 35 yrs. Of installing tile and stone. God bless them all.

The staff is very helpful, the flooring choices are high quality and their installation team does a great job.