We just moved into a new house in end of November with berber carpet in
the family room, stairs and master bedroom. The carpet in the family
does not seem to align properly. We measured the width of the room to
confirm it is in perfect rectangular shape. Unfortunately the carpet
installer disagree with us, they said the tufting lines are bowed in
one area. I took pictures at all four sides of the carpet and I think
the entire carpet is tilted (see below links). The response from the
builder can be found at the end of the message. Can someone tell me if
the carpet installer is correct?
In additional, we noticed some unexplained damage spots in our carpet
(see below links). At first the damaged spots were found in the stairs
to the master bedroom and basement and the carpet installer fixed the
one found in the stair to master bedroom a few weeks ago, but more new
damaged spots are found recently and I noticed at least one in the
masterbedroom and two in the family room, the basement stairs now looks
extremely bad. The damage spots have harden surface and it feel like
it is burnt by some glue or chemical but we never spill anything on the
carpet and we use vacuum the carpet once per week. Can someone explain
what can cause these? Is the carpet defective?
Response from the builder
This letter is in response to your recent e-mails regarding your berber
carpet. Your claim is that the carpet is not aligned properly.
I have inquired with RRRRR Floor Store on your behalf and asked them to
send a technician to your home to investigate this claim. BBBB BBBBBB
(the owner of Regency) inspected your carpet and confirmed that the
installation is correct. BBBB explained that the pattern in the carpet
is such that 2 "lines" should run at 45 degree angles to the wall.
He inspected the carpet and confirmed that this is the case at your
The issue you are concerned with is the tufting lines. BBBB stated
that the tufting lines are bowed in one area of your carpet and never
run perfectly straight in any carpet due to the nature of the
manufacturing method. Tufting lines are often bowed; however, lining
up the pattern in the carpet with the walls correctly is the goal of
the carpet installer. The picture you sent, as well as Regency's
written report both indicate that the pattern lines up correctly.
Therefore, there is no further action required on this issue. If you
have any further questions regarding warranty standards, please do not
hesitate to contact us.
I was about to suggest you were crazy but after looking at the photos
you may have some issues.
However I suggest a couple of thoughts. It would appear the carpet
people would have had to work extra hard to put the carpet in as it appears.
Why would they do that?
You say you measure "the length and with to conform it is in perfect
rectangular shape" That only confirms it is a parallelogram. To versify it
is square you need to measure both diagonals and assure they are exactly
equal. You also may face the problem that the walls may not be perfectly
straight. It is a very unusual home that has everything perfect.
Carpet is a stretchable product. It may have been stretched unevenly
before or during installation.
Your carpet has a problem with bow and skew, which is the industry term.
Since we don't know who manufactured your carpet, there is no telling what
their acceptable limit is for bow and skew (yours appears to be skewed), but
believe me, there is a tolerance, and your carpet almost certainly exceeds
it. Take a tape measure and measure the amount of skew in the carpet. In
general, this is measured as a certain number of inches per 12', so if you
can find a tufting line that is 12' long and disappears under the molding
after 12', measure how far away from the wall it is at the furtherest point.
Then write a letter to the dealer and tell them you have a bow and skew
problem of 6" (or whatever) per 12', and your expectations (do you want it
replaced, do you want an allowance - figure out what you want). A reputable
dealer should take care of the problem. If the dealer doesn't satisfy you,
contact the manufacturer. Before you contact the manufacturer, you'll need
some information about the carpet, such as style number, color number, and
the roll number your carpet came from. You'll probably need to get this
information from the dealer.
I have no idea what your damage spots are caused by. Could be a solvent or
something. That kind of thing must be identified and pointed out right
after the installer finishes, because once you use the house/carpet, it
become a he said/she said kind of thing where there is no way to prove that
the damage wasn't something you did.
I took two new pics this morning for the two damage spots in the master
-- for original size =>
I did pointed out at least one damage spot in the stairs and they fixed
it. The problem is I discovered more and more new spots lately. They
seem to come out from no where! All I can say is no solvent is
involved because I don't have any due to my son's allergy problem. Are
there any other explaination for these? The last pic (3229) looks
like nylon is melted. Any manufacturing defect that can cause this
type of problem?
I only spoke to the builder and carpet installer. I tried to contact
the manaufacturer but all the only product description I have is
"GALLANT GUEST (or Quest) - 51630 color 00100 Heavenly Beige".
On 1/8/2005 10:23 AM US(ET), a firstname.lastname@example.org took fingers to keys, and
typed the following:
Unless an electrician or plumber did some work after the carpet was
installed and laid something down that was hot enough to melt the
fibers, these look like something that might have been done during the
manufacturing of the carpet. It might not have been noticed during the
manufacturing, or it was noticed and the manufacturer sold it as
'Seconds' at a reduced price.
Perhaps they installed 'Seconds' in your house?
What I really don't understand is how can these spots show up only
recently? Did I missed them all at the beginning? I caught one
damaged spot right after possession and the carpet installer fixed
that. Now there are almost a dozen of these spots. I don't believe
the problem is caused by electricians or plumbers because the spots are
scattered everywhere, most of them are on the stairs but there are a
few in masterbedroom and family room as well. I thought about
manufacturing defect too but is it possible a manufacturing defect show
up a few weeks after installation? I want to learn more before I talk
to the carpet installer again.
On 1/8/2005 12:28 PM US(ET), a email@example.com took fingers to keys, and
typed the following:
I don't know about you, but I don't inspect things inch by inch when I
first look into a room. Unless a defect jumps out and hits me in the
face, I usually just scan the room for size, layout, color, etc.
I think that once you saw that off-square carpeting, you started looking
at the carpet a little more carefully, thereby finding the other
defects, which you had overlooked before. If you didn't cause those
melted carpet spots, then someone before you did. That leaves someone
working on the house, the carpet installer, or the manufacturer.
I had my house built by a general contractor that I actually worked for
as a carpenter on a part-time basis (I had another full-time job with a
lot of weekdays off). I was even involved in the building of my house
and was being paid by the contractor. After moving in, there were some
things that I wasn't involved in, that showed up later, like some sloppy
plaster work on the drywall, gaps in moulding, a lump in the LR floor
due to a severe crown in the joist, etc.
The dealer should be able to provide you with the appropriate information.
If the dealer is uncooperative, I'd talk with the better business bureau.
Again, the damaged spots will be the subject of argument, and you'll have a
tough time proving who caused them. The skew problem is definitely
something that you should be able to have corrected.
If the house is brand new, this issue should've been addressed before
moving in at final completition inspection of the house. I am not a
carpet expert but it does not seem right. Have had 5 houses built over
the years, never came across carpet installed like this.
The nearest edge to the camera appears to be parallel with the tiles (in
773). If the tiles are "square" with the walls then the carpet would appear
to have a skew problem.
This site details what one carpet manufacturer considers acceptable (eg a
certain amount of bow and skew is to be expected). Try contacting the
manufacturer and ask for their spec...
Quote: Stop installation and contact mill if the following tolerances have
1) If bowing is greater than 1 inch in 12 foot width or 1 inch in 12 foot
2) If skew or squareness of pattern is greater than 1 1/2 inches in 12 foot
3) If pattern elongation is more than an average of 3 inches in 24 foot
There are diagrams on that page to explain
I talked to the builder today, they said the carpet installer insists
that the pattern is two lines running at 45 degrees to the wall. There
is nothing they can do about the vertical "tufted lines". I asked and
am awaiting for manufacturer information. In the meantime, can someone
in the carpet industry tell me if the carpet installer is correct?
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