Creative Touch Interiors
Don't Pay Extra For Expert Advise, Defective Carpet Is Somehow My Fault

My husband and I bought a new home from Concordia Homes in August. After about three months, we noticed that the carpet remnant that we were temporarily using as a doormat had turned completely green. The carpet we had chosen for our home was by American Home Fashions of California by Tuftex, a division of Shaw Industries. It is an off white color with dark brown, light brown, and rust colored speckles woven through it.

We immediately notified the builder and they told us that there wasn't anything they could do because the carpet was outside and exposed to the elements. They said not to worry unless the carpet inside started showing problems.

About two months later we noticed that the colored speckles in the carpet on the inside started turning green. We notified the builder who notified Creative Touch Interiors. Creative Touch Interiors is the Design Company we were sent to by our builder to purchase our upgrades for our home. We wanted to be sure we were led in the right direction as far as design was concerned so we decided it would be worth the extra money for the expert advice. A Creative Touch Interiors representative, Bill Carlson, (no longer with the company) came to our home and inspected the carpet and then said that we would be contacted by an independent carpet inspector to take photographs and samples of the carpet to be tested.

A few months went by and we did not hear anything. I contacted Creative Touch Interiors again and this time spoke with Robin Miller, (no longer with the company) (I wonder why everyone is quitting!!!???)

Robin ordered the inspection and the inspector came to my home about 6 weeks later (by now my carpet is a disgusting shade of mint green). He said that it was very clear to him that the carpet was defective but that it would be several weeks before we had any results from the lab.

Several months went by. I did not hear anything, so I contacted Creative Touch Interiors once again, and spoke with Barbara Smith. This person claimed to know nothing as to what was going on with the carpet and had not received any test reports and so on.

I personally delivered to her a piece of my carpet that was left over from the installation which had never been installed on my floor or exposed to the elements. I also gave her a piece of carpet taken from that same roll that I had sitting in my living room window for a few months that had miraculously turned green (imagine that).

Barbara sent my carpet sample in to be tested and several weeks later, after again having to be the proactive one, I called them to find out what the results were. She told me that the lab did not find anything wrong with the carpet.

I asked her "then how come after three months of being placed in the window, my carpet turned green" I could understand maybe three years of direct exposure to sunlight causing a problem but not three months" She agreed to send the carpet out for more testing.

Again, same story, several weeks, I contact them, Barbara tells me that the lab found Excess Chlorides in the carpet. She said we must have squirt something on it to make it turn green. (Interesting isn't it?). Don't you think it odd that I would unroll the left over carpet remnant in my garage, squirt it with something, and then send it in to be tested? HELLLOOOOOO.

And so we were off again, carpet samples were being sent to CTI employees to put in their windows, samples were sent to my neighbors, blah blah blah - now Creative Touch Interiors says that it is now the OZONE that is causing the problem because of the humidity in my area.

So completely up in arms I sent my own carpet sample to an independent testing company in Georgia and paid for them to run some humidity tests and colorfastness tests related to ozone. GUESS WHAT? They did not find any problems with my carpet.

I have begged, pleaded, cried to get them to replace my carpet and they will not do it. At one point they said they would and had me choose the new carpet. When it came down to signing the contract - they suddenly changed their mind. Now they want to find out if there is a problem with the way the yarn is manufactured!!!

Arghhghhhghhhhhhhhhh

It has been over two years now and every time I eat mint and chip ice cream I want to barf. Why won't they replace my obviously defective carpet and WHY didn't the expert design and flooring specialist we hired (Creative Touch Interiors) know that this specific carpet would not discolor in my area?

Company: Creative Touch Interiors
Country: USA
State: California
City: San Diego
Address: 7720 Kenamar St Suite C
Phone: 8586952001

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