Universal Carpet, Inc.

Reviews

• JT

  Jesse Tanner

  May 25, 2026
  1.0
  My wife and I have been extremely disappointed with our experience with Universal Carpet, primarily because of the ongoing lack of communication and responsiveness throughout this project. We first began communicating with them in April and they came out to take measurements on the 3rd. And we signed a contract on April 15th to replace both carpeting and hardwood flooring in our home. To be fair, the carpeting was replaced quickly and without issue, and we appreciate the work done by the carpet installer. Unfortunately, everything involving the hardwood flooring has been a completely different experience. We were verbally assured that the hardwood floors would already be installed by now, but the project still has not been completed. Throughout this process, communication has been incredibly poor. We contacted Curtis numerous times by phone and email and often received little to no response for a week or more. In fact, the only time we received meaningful and prompt communication was after we threatened to move forward with another company. He spent 4 weeks total just researching options while we were reaching out to see what is the delay. This lack of responsiveness has now created a very stressful and financially difficult situation for our family. We need to move into the home before the lease expires on our current rental, but delays in ordering materials — delays that were never clearly communicated to us — have pushed everything behind schedule. We are now potentially facing additional expenses to either store our furniture or extend our lease because of this. To make matters even more frustrating, the hardwood materials were finally delivered May 21st, but they were left in the garage, which is not climate controlled, instead of being brought inside the house to properly acclimate before installation. We reached out about this concern a couple days ago and, once again, have not received a response. We understand that delays can happen with renovation projects. What is far harder to accept is the complete lack of transparency, follow-up, and basic customer communication. When customers are making major financial decisions and coordinating housing timelines around promised completion dates, communication is absolutely essential. Because of this experience, we definitely cannot recommend Universal Carpet. The lack of responsiveness, failure to communicate proactively, and repeated delays have created unnecessary stress, uncertainty, and financial strain during what should have been an exciting transition into our home.
• AP

  Ariella Pansino

  Feb 16, 2023
  5.0
  Working with Universal Carpet to get new carpet installed in our bedrooms was a terrific experience. Larry is very helpful, professional and accommodating. This is a great company and we will definitely be using them in the future and recommending them to our friends and family. Thanks again!
• BM

  B. Moalin

  May 11, 2021
  1.0
  The installation crew was extremely unprofessional, especially Brett! Carpet installation, 4/22 & 4/23 (Sergio and Efron): - Did not wear Covid face masks (one of the guys kept on sneezing!) - Extremely loud! Constant shouting back & forth the entire duration of the job. One of the guys was singing to himself while working. They took phone calls on speakerphone, this was disruptive. - Messy! Their tools were all over the house on multiple floors while I was working from home! - They both wore the same shoes they used to walk outside on the new carpet (no booties). - They put their jackets on my couch, I don’t feel it’s appropriate to put dusty work jackets on a customer’s couch. - One of the guys left a banana peel on my kitchen counter, there is a garbage can about 4 feet away from that counter. - They scratched the pole in my basement after it had been newly painted, I asked him about it & he said there’s no way to avoid it. - Everything was unnecessarily slammed around & roughly handled, whether it was putting something on the floor, opening a door, or climbing up & down the stairs. - The waste basket in my bedrooms was placed on top of my bed so that they could reach the electrical outlet, this was very upsetting as I am sure nobody wants a waste basket on the bed where they sleep! - After they left, I found a staple and screw on the floor – luckily, nobody stepped on them with their bare feet! Tile & vinyl installation, 5/6 and 5/7 (Brett): I thought the carpet install was a one-off situation & hoped for the best with my tile install. He was quieter than the last set of installers and I appreciated that. However, I was even more disappointed than ever! - Again, no face masks worn during Covid - I asked Brett if they could take off their shoes and he refused - He didn't bring the materials needed for the job with him (tile, vinyl, threshold/trim/baseboards) so he had to drive back to the shop to get them - They weren’t even aware that they needed to provide & install trim - there is a clear breakdown of communication with the back office & installation crew - Refused to put tarp down on the carpet since they are walking on it with their “outside” shoes on (the ground was wet outside from having rained); finally put down a 5-6 ft sized drop cloth that covered only about 1/8 of the flooring. I ended up taking bedsheets and laying them over the carpet where I could to prevent them from getting dirty. - Brett kept explaining how wearing booties is dangerous and could cause slipping. I insisted that I was okay with no booties, as long as the carpet is covered up, but he kept going back to the booties topic. The area where he was installing tile is TINY and surrounded by 2.5 walls so there’s really only one way you could walk on tile and that’s backwards (away from it). - I heard Brett tell the other guy "This is so convoluted. I have to walk past you to get in and out and you're working on the entryway...". I offered for Brett to use the garage door entrance so that he wouldn't have to step over the other guy's area, but he turned down my offer. - The owner came to check how things were going, which was really nice but I was put in a difficult position because Brett was there and could hear anything I said about him so I felt uncomfortable giving feedback about him to the owner. - When the owner left, Brett said to me “See? You made my boss come out here!”, I said “I hope I didn’t get you in trouble”, to which he answered “Oh, I won’t get in trouble, I’m their best installer”. - Some of the tiles were broken and Brett did not inform me. - After they finished, I found a nail on the carpet in the basement - No clean up done, I vacuumed myself. I think this was retaliation for me complaining. - They used the bathroom downstairs without asking permission and left the toilet seat up. I was offered a $92 discount by the owner for all this trouble. Out of a total bill of $4292, that was a slap in the face! I would rather pay more for better customer service.
• CH

  CJ Heuman

  Sep 23, 2019
  5.0
  Great service, decent prices. Very happy to avoid the run-around from dealing with big box stores or Empire.
• LC

  Lou Campbell

  Jan 30, 2015
  5.0
  Outstanding Company!!! They supplied and installed about 4000 sq ft. of carpeting in our church sanctuary, on the stage, and in 2 classrooms. Their price was at least $4000 less than the closest bid to them. They supplied a quality product and were very helpful in making the choice of product. Their installation crew was professional, polite, and courteous. I would recommend them to anyone that needs new flooring. Lou Campbell Director of Facilities Downers Grove Community Church.

Frequently Asked Questions About Universal Carpet, Inc.