Ontario Carpet Industries

BEWARE - We had a horrible experience with this company & would NOT recommend using them to anyone.

Dave, the owner came to my house a few days prior to the install to take final measurements. At this time we drew up a plan as to how the carpet would be installed. Though it would cost me more money because of extra carpet waste we decided that the family room carpet seams would run down the sides of the room so they wouldn't be seen as much. (exactly like the old carpet had been installed) I agreed to a higher cost including additional square footage that he had calculated. I took photos of the drawings, we shook hands on the matter, I signed a contract and he left.

On the day of the installation the installer informed me that the owner's son had changed the layout and had now placed the seam in the middle of the room (perpendicular to the long wall). I informed the installer that this wasn't what we had agreed on but the carpet was already pre-cut from their facility, he couldn't do anything about it I would have to take it up with the owner.

After calling Dave and requesting that he please make it right by reinstalling the carpet the way we had agreed upon he insisted he could fix it by sending an installer to stretch it out and make the seam less obvious. He said he would take care of us and make it right. After reluctantly allowing two visits of installers, the seam now looks worse.

I went in to speak with Dave as he was not returning my phone calls (from day one it was very difficult to contact this person)and he told me he would not replace the carpet as he originally said he would do if the stretching did not work out.

I believe he has tried to make things difficult and avoid me with the hopes that I did not continue to follow up with him.

They did whatever was easiest & cheapest for them - whatever would put more money in their pockets. The carpet in our family room looks awful - we are extremely disappointed.

When installing the master bdrm carpet, they had to put a t-cap (transition)from master bdrm carpet to ensuite's ceramic floor. The door was too long so when they closed and opened it - the door broke! The installer repeatedly said it was like that when they came -- we were shocked. When Fred (owner?) came to inspect, he agreed the installer obviously did it. Fred agreed to pay for us to get a new door ($60-$75), get a carpenter to hang the door ($100-$150), get our painter back to touch-up the scuff marks (up to $150). WE have to find the door, carpenter, painter, etc. because they're "not in that business" (yeah, they just create the problems that require "that kind of business" to fix)

When you first sign the contract/invoice, Ontario Carpet gets a credit card number and a signature "for the deposit" (as they say). They tell customers that the installer will get a signature when the job is completed, before they leave, for the remainder of the balance. Even the installer said he needs the 2nd signature on the invoice to close the job. Ontario Carpet took ALL money from our credit card the day BEFORE the job and we did not sign off on anything EXCEPT the deposit -- we did not sign off on the job's completion so they had no right to take the remainder of our money! The installer did not get our 2nd signature for the credit card, indicating the job is complete and to go ahead and take the balance of the invoice because of the broken door and scuff marks on our newly painted walls and doors -- we did not notice the seams coming apart in 3 of 4 bedrooms that night. One seam is very bad, one is started to get as bad and the other is just starting to come apart on the one side!!

A couple of days later when we called Ontario Carpet to complain about them taking ALL the money from our credit card WITHOUT us signing off on the job as "complete" they said they ALWAYS DO THAT, in case they install carpet and then get ripped off. We called the credit card company and explained everything, they suggested launching a dispute claim to get our money back until the job is completed to our satisfaction -- they also said that taking the money before the job is complete or signed off on is not something they condone their merchants doing - "that's just not right". Dave did not care at all about what the credit card company said, when we told him -- he wanted the money before the job was done and he got it. He initially said he has to call Fred to see when there's an installer available to fix the seams, since he doesnt know this information -- that's not true. Fred told us that Dave is the one with the installers schedules and he books the installers. Once we told him this, he changed his "tune" and said he'd try to send someone out to fix the carpet seams but would certainly not give us any money back until we're satisfied -- whether or not this job was completed properly OR they got our 2nd signature did not seem to matter (1st signature for credit card is for deposit and 2nd is when job is completed).

Ontario Carpet will take ALL THE MONEY for your carpet install BEFORE they even come to your house with the carpet because that's the way they do business. Whether the job is completed properly or not does not seem to matter to them once they have your money. WE VERY STRONGLY RECOMMEND YOU GO ELSEWHERE FOR YOUR CARPET INSTALLING NEEDS. ONTARIO CARPET'S INSTALLERS JUST WANT TO INSTALL CARPET AS FAST AS THEY CAN TO GET OUT IN ONE DAY -- OBVIOUSLY, REGARDLESS OF THE QUALITY OF THEIR WORKMANSHIP. If you do hire them, be prepared for arguements (from installers and Fred) and lots of phone calls to get someone to come to your house and fix their mistakes - only if they're carpet realted fixes, though. It will probably get fixed, but do you have time for this nonsense? Homeowners nowadays are way too busy to be dealing with companies that require many phone calls, visits back to your house, searching for other trades and quotes to fix their installers mistakes, etc.. I have been searching the internet for carpenters, looking for doors, getting our painter back, calling credit card companies, etc... AND, my husband is not at all convinced that we will even get our money back for the door, carpenter and painter!

Please do yourselves a favour and go elsewhere!