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Carpet Problem with a Barratt Home

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  • Carpet Problem with a Barratt Home


    We moved into our 4 Bed half-a-million house in Sussex back in October.
    We have had few minor issues which are negligible.

    The main issue we are having is with the carpet.

    During the first week, the carpets were heavily shedding and our children’s hairs and clothes were being covered by carpet fibres.
    We asked the on-site customer service agent and we were told that the shedding will stop in about 2 weeks' time.

    The issue never went away. Shortly before Christmas, the Contract Manager and the on-site customer service Agent came to look at the carpet.

    They came with a brush and noticed it was still shedding.
    They thought the carpet was faulty and called in the carpet manufacturer Cormar Carpets.

    After carpet inspection in January, the manufacturer Cormar Carpets reported that our carpet, the "Forest Hills Cobblestone" is supposed to shed. And that it is not faulty, adding that there is no time limit on when shedding will stop.

    So, because the manufacturer said it's not faulty, the BarrattHomes customer support department said they cannot help.

    In my opinion is that this kind of carpet is certainly good for a small flat with a small carpeted space.
    In our case, there is shedding everywhere except the kitchen and bathrooms.

    Our main concern is that as our children have fibres on their clothes and hair, and we are concerned about health issues such as allergies that this may cause in the future.

    My spouse spends 2 hours everyday vacuum-cleaning to get rid of the shedding, but unfortunately, it keeps coming back every day.

    We have been doing this for 3 months.
    Now, we are all tired of spending 2 hours everyday vacuum-cleaning.
    This is affecting our relationship and life as a whole.
    And this hurts even more when we think about the fact that we bought a new house so that we could enjoy it.

    The customer support keeps saying that the house was "sold as seen" etc.
    NHBC say they have no standard for carpets and cannot help.

    - Has anyone gone through this?
    - Is there anything we can do to get the carpet replaced?

    Thank you very much.

  • #2
    Re: Carpet Problem with a Barratt Home

    To be honest I think the only thing you can do is replace the carpets.

    You don't like them, you don't have to live with them, but without you stipulating you did not wanting the ones provided for, and without the carpets being certified as faulty, I doubt there's much you can do.


    • #3
      Re: Carpet Problem with a Barratt Home

      If they still have their sales office open then camp out there and make a nuisance e of yourself every time a potential buyer comes in and say you will stay there until Barratts do something about it. It is their choice of carpet and as a national company they should provide a better standard - or they should have warned you beforehand that this particular kind of carpet sheds.
      RICHARD WEBSTERwww.rwco.co.uk
      As a conveyancing solicitor I want to be helpful (England/Wales only) but can't accept liability for this.


      • #4
        Re: Carpet Problem with a Barratt Home

        I worked in the carpet industry for 12 years (for a manufacturer and for a wholesaler), and my main role was in dealing with complaints. It was my last job in the UK before moving to Turkey to live, and I no longer have any business contact with anyone in the industry.

        Shedding may or may not be considered to be a defect, depending on the type of carpet.

        When the manufacturer inspected the carpet, did they do it themselves or was the inspector from an independent agency?
        Did you see a copy of the actual report?

        The first thing to be aware of is that your contract is not with the manufacturer but with whoever supplied you with the carpet (i.e. who you paid or who agreed to provide it free of charge or as part of a house purchase package).
        Even if the manufacturer says there is no fault, you can still possibly pursue a claim against the supplier.

        When I was dealing with these issues, I would first send my own company representative to view the carpet. That seems to be what happened in your case, i.e. the Contract Manager and the on-site customer service Agent came to look at the carpet. From their point of view, if there was a fault they would naturally not want to replace the carpet at their expense, so they referred it to the manufacturer, which again is standard procedure.

        The manufacturer would then send one of their representatives to inspect the carpet. In this case they are saying that shedding is a characteristic of this type of carpet, which may well be true.
        If it is true, then at this stage the question is did the supplier inform you of this characteristic when the carpet was offered to you? If not, then regardless of whether it is actually faulty you could have a claim against them on the basis of that omission. Trading Standards would be the place to go for advice on that.

        But going back to whether or not there is an actual fault, If I was the manufacturer in your case and your supplier had informed me of your continued dissatisfaction, I would
        offer them (not you, I have no contract with you) the alternative of having the carpet independently inspected. I would arrange it, and if the report confirmed a defect I would
        pay for both the report and the replacement. However, I would want the agreement of the supplier that if the report confirmed it was a characteristic, that they would meet the report costs.

        In many cases I never heard any more after that. What often happened was that suppliers didn't want to deal with complaints themselves i.e. they did not want to tell a customer that their complaint was unfounded. There could be a number of reasons for their reluctance, but sometimes it was because they knew they had either oversold the product or not given their customer all the information about it. Then of course there is the consideration that they may not want to risk having to pay for a report, so they may not pass this offer on to you.

        So this brings me back to my first question, who inspected the carpet and have you seen the report? Some manufacturers will send an independent person in the first instance, to
        avoid the complaint going further (this is actually what I started doing after about a year in the job). If that's the case and you have seen the report then unless you want to try to get one yourself that could contradict it, then that's really as far as you can go in terms of establishing whether there is a defect.

        But if there hasn't been an independent inspection and you haven't been offered one, you can request it of your supplier, using as leverage the fact that they initially agreed
        with you that the product was defective. However, although this would be good practise on their part they are not obliged to do it. If they won't do it for you, there is nothing
        to stop you arranging it yourself. Just do a Google search for carpet inspections.
        Don't get a friend who works with carpets or a fitter you might know to do an inspection for you, it has to be a bona fide specialist.

        Obviously if the report is in your favour that should give you the evidence you need to get a replacement (but choose something different!). If it is not in your favour, you may
        still have a case as I indicated earlier. You can go to Trading Standards, tell them that the carpet is not fit for purpose because of the shedding, that the supplier did not
        inform you of it at the time of sale (and had they done so you would not have chosen it), and that when they inspected it they agreed it was faulty. They can tell you whether or not you have a case and if so will take it up on your behalf.
        Just the involvement of TS can have an effect. If the suppliers have done their job properly then they may contest any case.
        But if they are at all unsure or just don't want the hassle they will sometimes agree to a replacement to end the matter.
        Last edited by ozsubasi; 08-03-2013, 09:52 AM.
        Ozsubasi FMS Homes have property for sale in Altinkum, Turkey and surrounding areas.


        • #5
          Re: Carpet Problem with a Barratt Home

          You should make a complaint using the Cosnumer Code Dispute Resolution Scheme.
          You may be able claim for the cost of repalcing the carpet.

          Posting on various forums and getting the same advice will not get your problem sorted out.
          YOU - need to do the leg work!
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