Holiday Carpet & Floor Covering

The employees at Holiday Carpet are non-​responsive and shirk responsibility, and customer service is incredibly poor. After they installed the hardwood floors in our house, we noticed inconsistencies in the filling of the cracks in the hardwood floor. We knew there would be some cracks that would need to be filled due to the nature of the wood, and Holiday Carpet filled many of them, but also left many of them unfilled. We made an appointment with them to pull our carpet flush with the wall (an issue separate from the hardwood floor) for Thursday, 9 – 10 am, but on Tuesday night, they emailed and said they would be there the next day, Wednesday, 9 – 10 am. We emailed back that night and told them we could not make it on Wednesday and that the original appointment was for Thursday. On Wednesday morning, a representative, Renee Kleinman, emailed and said they were going that morning anyway instead of on Thursday. I asked them to reschedule so that I could show them the cracks in the hardwood floor and she said there was no need for me to be there; she refused to reschedule. (STRIKE ONE for Holiday Carpet.)
I ended up leaving work that morning to meet with Holiday Carpet’s foreman. It turns out he would not have had access to our house that day anyway because he did not have a key; this is a new construction and the locks had been changed and only we had the key. So had I not gone impromptu that morning, he would not have been able to enter to complete the carpeting work. (STRIKE TWO for Holiday Carpet.)
I showed the foreman the hardwood floor cracks and he agreed that some of the cracks still needed to be filled. Many were thicker than a quarter and I could put my finger in some of the holes. I emailed Renee, Holiday Carpet’s representative, and explained that the foreman agreed with me that many cracks still needed to be filled and she wrote back: «we have not agreed to fill the other areas as this is part of the hardwood character.» The problem with this statement is that Holiday Carpet knows that these cracks need to be filled because many other cracks of similar sizes and shapes have been appropriately filled. They were not consistent in their filling and we were simply asking them to come and fill in the remaining gaps, but they refused. (STRIKE THREE for Holiday Carpet.)
Every time we brought the issue up, the Holiday Carpet representative responded that this is the way the wood looks and that we had approved of it when we saw the sample they showed us before the installation occurred. This is a misrepresentation because the 2 ft. x 2 ft. sample they showed us did not contain any of those unfilled cracks. After seeing the hardwood installed, we are fine with the look of the wood; we just need the cracks to be filled. But every time we ask for this small service, Holiday Carpet provides the same response — «that is how the wood looks.» Again, we are not complaining about the way it looks; we want them to fill the cracks. I have exchanged many emails with them about this and the conversation repeats itself again and again, with Holiday Carpet still refusing to provide the small service of having someone come and fill in the cracks. (STRIKE FOUR for Holiday Carpet.)
Note that at least one website advises: «As a rule, if the gap is less than the thickness of a dime, your flooring is normal and there’s nothing to worry about. If your gaps are more persistent, you might need to call in a professional to tighten up your hardwood floor so that they cease to be a problem.» (See
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If you want hardwood flooring installed in your house, we would suggest you find another vendor. DO NOT USE HOLIDAY CARPET!!! Holiday Carpet has bad customer service, does not acknowledge or address customers’ concerns, and appears angry and rude when customers raise reasonable issues that require attention.