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.
• TT

  Tom Tobin

  Sep 17, 2024
  5.0
  Best decision I made for carpeting and flooring was to hire Universal Carpet in South Elgin. Larry Menz was understanding to my needs and cost constraints. I started my inquiring in April and finished installation the end of August, mostly due to my feet dragging. The estimate and products we chose were right in my price range and for what I wanted in my home. The installers, Sergio and Efrain were true craftsmen when it came to the install . If they had questions, they would ask me, always cleaned up, they were always carefully with the product and the surroundings inside my home. Dawn in the office was a great help in scheduling and answering any questions I had. Overall, I had a great experience and would recommend Universal Carpet for all your flooring needs.
• SS

  Stephanie Sarsok

  Sep 27, 2019
  1.0
  If I could leave a 0 star rating I would. I signed a contract with Larry their salesman on 9-27-19 and in less than a few hours of the salesman leaving he called me back to tell me they messed up on the original signed contract and wanted more money. The original price I was given was higher than any other company I was given quotes from, but I felt comfortable as I told Larry while signing the contract I was motivated by their high ratings and reviews on google. I was however mislead by this company’s reviews on google being so highly rated. The salesman Larry called me and said straight off the bat before a word was spoken on my end, “you’re gonna hate me and I’ll rip your check up, because you’re gonna hate me, if you want me to rip your check up, and I don’t blame you if you think I “cheated” you, but we have to charge you over $1000.00 more than what we already agreed to and signed too”. Things did not seem right at this point. The carpet I ordered was Mohawks Distinct flair, color 512 Ophelia. The room sizes were- a living room 16x19ft and a small dining room 13x11ft. The carpet was for these two rooms only. They originally signed the contract and agreed to $2300 which included the padding, install, and removal of original carpet. But than Larry stated they wanted to change the bill to $3500 over the phone. I told Larry I would think this over and call him back before giving him an answer as to whether he could rip my check up or I would agree to this new charge. Before I had time to do this, Larry emailed me and texted me. Which he said in both he would gladly come down to $3000 because again he knows it looks like he “cheated” me. But this new price still changed my bill $700 more than we already agreed on and signed a contract for. It didn’t sit right with me and only left me wondering what really is going on? I have all this documented not only by the original contact but Larry also wrote me an email with a new contract and asking in email, “if you want me to rip your check up, I will, otherwise sign this new contract with increased charges up to $3500 giving me a discount of $500 but still charging me $700 higher than what we already agreed upon. I was feeling very uneasy, so I decided to call the store to hopefully speak with a General Manger or possibly the owner. I called the store, and got the receptionist and asked who the general manager was, the receptionist became rude immediately when I asked this simple question, and said, “who are you and what do you want?” To which I replied, “I’m just looking to know who the GM is or if you’re privately owned- who the owner is?” She started to get more rude and than stated, “I’ll just transfer you”. When she transferred me, the next caller answered, he stated his name was Gary but refused to state his position in the company when I politely asked if he was the GM or the owner. He became irate with me and said, “I don’t need to tell you who I am OR who the owner was” Gary than asked me who i was and what I wanted?” I was shocked, It’s a simple question but replied, “I was a consumer and wanted to discuss a matter with the GM or possible owner”.. and in all honesty all I wanted to do was understand better from the top of who manages this company how they can sign a contact with me and then within hours demand over $1000 more? I never even got anywhere with Gary as he HUNG UP on me telling me he doesn’t have to tell me who the owner or GM is. I did explain I was a consumer and he didn’t care.. He literally hung up?! This has all left a bad taste in my mouth and I highly doubt the validity of the reviews left on google. I also called 4 other carpet companies who ALL bid the job well UNDER $2000.00. I will be doing business elsewhere. I highly DON’T recommend this business. I can’t even guarantee they will rip my check up so I was forced to contact my bank and pay $30 to stop payment on the check.
• MD

  Michael Dermont

  Sep 9, 2019
  5.0
  I was very impressed with Universal’s professionalism, selection and cost! The entire process & experience from start to finish exceeding my expectations. Thank you Cary!!
• JP

  Joe Perlongo

  May 27, 2014
  5.0
  Larry was very helpful in helping us find the right tile for our master bath. Joe the install guy did a great job making sure everything was nice a clean while working in a small space quickly. Price was right and the customer service was what made us choose this company. Highly recommend, and I will be using them again for any flooring need.

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