I’ve Always Done It This Way
That phrase has gotten more people in trouble than you can shake a stick at.
Have you ever said “hey mom, watch this” and end up hurting yourself? Have you heard the phrase “why women live longer than men”? You have seen the stupid antics that people post on TikTok or Reels or YouTube, where supposedly smart people – maybe not so smart men – do stupid things and end up hurting themselves or worse.
Phrases similar to those are tossed out in the flooring industry, phrases that make many shake their heads in disbelief and some that have to be debunked CAUSE IT AINT TRUE!!!!!
Actual phrases and stuff Jessica and I have heard over the years
My installers use seam sealer!
My installers prepped the floor!
This is my best installer, he has “30 years’ experience”!
We can’t power stretch carpet in these new homes cause they don’t have the electric on yet.
What is the difference between flat and level? So says the builder.
Your steam cleaning dissolved the glue under the carpet.
Steam cleaning caused the carpet to buckle.
Can’t match the pattern, it’s defective.
The stains keep coming back. Spot, Stain, Wicking, Discoloration — Violand Flooring Inspections and Instruction (mark4floors.com)
I heard that if you clean the carpet, you remove all those protector thingies.
If I clean it, it’s going to get dirty faster.
Those marks along the baseboard are from the installers knee kicker thingy.
I have to clean the carpet how often?
My dogs are never allowed in this room.
As soon as I get done cleaning my floor, it starts getting dirty again.
I was told that the seam would be invisible!
The claim was denied by the manufacturer because the inspector they hired wrote the floor was out of flat 1” in 10 feet using a digital laser that was supposedly calibrated. My “rudimentary” string line found the floor to be flat within tolerance.
I’m allergic to my new carpet. More than likely you are allergic to the dust in your own home created by the removal of the old carpet and cushion.
Many of these things were said by installers who either don’t know any better or are trying to get out of doing the job properly. In the industry we’re all impressed by the 40-something installer with “30 years experience.” While I know I was helping out on jobs as a kid, it wasn’t my full-time job. Not to take away from experience, but how do you know you are doing it right? Manufacturing processes, products, installation instructions, even carpet installation have changed in the past 5 years. Sadly, too many times an installer gets in over their head. They thought they could do a job that was a little more than what their skill set at the time was. At these times, it’s always good to have someone more experienced in your speed dial; whether it’s another installer, a trusted salesperson, a trusted rep, or even an inspector. Rather than thinking you know how to handle it, we’ve all been there, we’ve all needed guidance at one point or another.
Many of these things were said by consumers who were never given good information when they made their purchase. All manufacturers require carpet to be cleaned every 12-18 months to maintain their warranty. Any good salesperson will never tell you a seam will be invisible. There are some carpets that do not show seams as much, and there are ways to place seams so they aren’t as visible, but the CRI even states in big bold letters “will not be invisible.” As an inspector, we often are told the lies “my dogs are never in this room.” “we never wear shoes in the house.” “I only use water on stains.” “I vacuum the carpet everyday!” As much as we are trusting people, I would hope the urine I found was not from a person, the dirty shoeprint has a logo in it, water doesn’t fluoresce, and the dirt embedded in your carpet tells me differently. In this digital age, a lot of information can be found and not all of it is correct. Find a trusted resource, the manufacturer’s website, and industry sources. These should have the best, most reliable information.
Many of these things were said by retailers or sales reps who were trying to pass the problem to the next person. Telling a customer something that isn’t correct can often escalate the issue. Not doing anything can cause the customer to be even more upset. Using language like “I’ve never seen that before” or “my installers would never” only irritates the consumer that much more. Get better information, keep asking questions until you get the answer that makes the most sense. Give your customers the best information to make the best decision. Become the flooring resource for them to keep them coming back to you as the well-informed authority. Talk to installers about things that make an installation difficult. Talk to technical services about the real limitations of products.
BOTTOM LINE
Inspectors, stop picking on installers and tell the truth about the real reason the carpet installation or floor is failing. If an installer needs blamed, back it up with real facts, not opinions. Dealers and sales representatives, educate yourselves or say nothing at all until you can properly answer your customer's concern. Think about what you say and what you would want someone to tell you in the same situation. If you don’t know, keep asking!
As an inspector, I have to keep my poker face on at all times so I don’t tip off the consumer that something they are saying does not pass the sniff test. I also have teeth marks in my tongue holding back my sarcasm.
What have you heard over the years from inspectors, installers, cleaners, and consumers?