Diamond Certified Company Report

City Carpets

Diamond Certified Company Report

City Carpets

Diamond certified ratings dashboard
CUSTOMER SATISFACTION i
Customer LOYALTY i
Helpful Expertise i
Company Credentials i
  • Workers Compensation
  • Liability Insurance
  • License Verification
  • Business Practices
  • Current Complaint File
  • Legal & Finance
Phone SURVEY RESPONSES FROM 275 VERIFIED CUSTOMERS i

Lisa L.

VERIFIED City Carpets CUSTOMER

1 of 275

Quality 10
10 10
Loyalty Yes
CRITIQUE

They have certainly been there for us every time we have needed them with high quality and excellent service and good technical advice in the store for a good selection of carpets.

I think it was a combination of how easily they met our needs for the kind of carpet we were looking for, the quality and the price point of the carpet, and finally and most importantly, the high quality of the installation of the carpet. We have used them in the past and the job that they did this time 13 years later, is even better than before. The whole experience was really excellent. The time from purchase to installation was short and their staff was very knowledgeable. I really appreciated that they have been in the business a long time and that they really knew their stuff.

Chrystal M.

VERIFIED City Carpets CUSTOMER

2 of 275

Quality 10
10 10
Loyalty Yes
CRITIQUE

I have been dealing with them for years, and they are the best carpet people I know. I have been using them for over 25 years, and I have been satisfied.

I would give them a '12'. Everybody is just really nice. I like them. They are the perfect place. They take time with you no matter how much time you need to pick out what you want. I will always be with them until the end.

Elaine T.

VERIFIED City Carpets CUSTOMER

3 of 275

Quality 10
10 10
Loyalty Yes
CRITIQUE

I think their customer service is fantastic, and they are very knowledgeable.

Their customer service, they helped me find the carpet in the price range I needed. The carpet looks good, and I like that they took the time to talk to me.

Read All 275 Survey Responses at Ratings View
Diamond certified VIDEO PROFILE
Diamond certified company PROFILE

Leigh Bakhtiari, President, CFE, CSLB and Hossein Bakhtiari, Owner

City Carpets is proud to be a member of the largest flooring co-op in North America (Carpet One) and the exclusive Stainmaster Flooring Center in Marin and Sonoma Counties. The company is the only retailer authorized to carry the Stainmaster Platinum Ultra Life brand, and it also carries a huge selection of wool carpeting, hardwood, laminate, luxury vinyl flooring, custom area rugs, remnants and more.

City Carpets’ staff members pride themselves on staying current with new products, fashions and installation techniques so they can help educate consumers on the flooring options best suited for their projects. Owners and staff attend a variety of industry conventions, trainings and seminars to be able to offer an always changing range of products.

City Carpets has a number of unique tools to assist its customers in choosing the right flooring for their homes, including a carpet selection center, a light box that shows how products will look in homes during different times of day, and a cushion selector that allows customers to feel the differences in carpet cushions prior to installation.

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COMPANY REPORT NAVIGATION

Diamond Certified Companies are Rated Highest in Quality and Helpful Expertise.

  • Why this rating is the most accurate.
  • Our editors gather deep company info.
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DIAMOND CERTIFIED RESEARCHED CAPABILITIES ON City Carpets

Service AREA

California

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SERVICES PERFORMED

Carpet & Custom Area Rugs
Hardwood & Laminates
Green Flooring
Sales & Installation
Vinyl
VCT & LVT

BRANDS Supported
  • Fabrica

  • Mannington

  • Armstrong

  • Masland

  • Camelot

  • Stainmaster

DIAMOND CERTIFIED RESEARCHED ARTICLES ON City Carpets

Company Profile

City Carpets is proud to be a member of the largest flooring co-op in North America (Carpet One) and the exclusive Stainmaster Flooring Center in Marin and Sonoma Counties. The company is the only retailer authorized to carry the Stainmaster Platinum Ultra Life brand, and it also carries a huge selection of wool carpeting, hardwood, laminate, luxury vinyl flooring, custom area rugs, remnants and more.

City Carpets’ staff members pride themselves on staying current with new products, fashions and installation techniques so they can help educate consumers on the flooring options best suited for their projects. Owners and staff attend a variety of industry conventions, trainings and seminars to be able to offer an always changing range of products.

City Carpets has a number of unique tools to assist its customers in choosing the right flooring for their homes, including a carpet selection center, a light box that shows how products will look in homes during different times of day, and a cushion selector that allows customers to feel the differences in carpet cushions prior to installation.

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Company Philosophy

"It's our goal to ‘floor' our customers with our work. We're always challenging ourselves to come up with ways to provide better service, whether it's in the store or during installation. We keep current on our product knowledge, stay up-to-date on the latest flooring fashions, and actively seek and incorporate customer feedback."

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Comparative Summary

Maintaining customer satisfaction is a crucial aspect of any business, but it’s even more important for carpet companies that have earned the prestigious Diamond Certified award. For City Carpets, customer satisfaction is a direct result of a balance between providing vast amounts of high-quality flooring products and offering personalized, client-oriented service. “We stand out because we carry a huge breadth of products–more than most of our competitors–but we also emphasize the importance of service in everything we do,” says Leigh Bakhtiari, who owns the company with her husband, Hossein. “Our sales staff has been with us for at least 10 years, so they really know what types of flooring work best for different households.”

City Carpets has been providing and installing premium flooring products for residents of Marin and Sonoma Counties since 1993. The company’s comprehensive San Rafael showroom carries carpet; area rugs; and hardwood, laminate, natural stone, tile, vinyl, bamboo, wood and cork flooring from several top manufacturers, including Stainmaster, Amtico, Fabrica, Wilsonart, Pergo, Armstrong and more. It’s also the only Stainmaster Flooring Center® in the North Bay, which allows it to offer exclusive Stainmaster carpet warranties that aren’t available at regular flooring stores.

Unlike carpet showrooms that take a hands-off approach to helping customers select products, City Carpets’ experienced salespeople are trained to help each client find flooring that’s right for their particular needs. “We start by asking a lot of questions,” explains Mrs. Bakhtiari. “We assess the customer’s lifestyle and find out what they have in mind for their home. This information allows us to determine if the customer is looking for a long-term product or if they’ll change it out in five years or so. That way, we can recommend the best possible flooring product for their particular situation.”

Another distinctive feature of City Carpets is the ongoing training it provides for its salespeople and installers. “We strive to keep our employees up-to-date on the latest flooring products and industry trends,” says Mrs. Bakhtiari. “We have weekly meetings with our sales staff to make sure they know about the newest products and offers, and we train our installers annually on the most current installation methods and techniques.”

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Industry Info

Makeup, lipstick and other cosmetic products contain large percentages of wax and dye, so when they’re accidentally spilled on carpet, they can be difficult to remove without the proper knowledge and cleaning products. The keys to successfully removing makeup stains from carpet are to scrub in a manner that doesn’t drive the material deeper into the pile and use cleaning solutions that contain chemicals that react specifically to the components of the makeup. You should call a professional carpet cleaner if the stain is too large or deep, but there are some basic steps you can take before making that decision.

Nail polish remover (for nail polish stains). Two types of nail polish removers are available. The first contains acetone, which is a dry cleaning solvent. When using this type of nail polish remover, follow the same precautions as with other dry cleaning solutions. The second contains amyl acetate, which is used in many paint, oil and grease (POG) removers. Most POG removers leave residues that can cause rapid soiling, so make sure to always rinse the affected area thoroughly with a dry solvent.

Solvent (for oil-based products). Whenever possible, use a non-flammable spot removal solution (or dry cleaning-type solvent). Exercise caution when using a solvent—never pour it directly onto the carpet or allow it to reach the backing, because it can damage the latex that holds the primary and secondary backings together. Acceptable solvents include Carbona®, Energine®, K2R® and Goof-Off®.

Detergent solution (for non oil-based products). Mix 1/4 teaspoon of a liquid dishwashing detergent per one cup of lukewarm water (never use a stronger concentration). Use care when selecting a detergent—don’t use laundry detergents, because they usually contain optical brighteners (fluorescent dyes) that can dye the carpet fiber, and don’t use an automatic dishwasher detergent, because it may contain a bleaching agent that will destroy dyes and some fibers.

Ammonia solution (for oil-based products). Mix one tablespoon of ammonia per one cup of water. Be aware that if ammonia is used improperly, it can cause a color change in the carpet. Test a hidden area of carpet before proceeding.

Vinegar solution (for oil-based products). Mix one cup of white vinegar per two cups of water. White vinegar is a five percent acetic acid solution; it’s used most often to lower the alkalinity caused by detergent solutions or alkaline spills.

Warm water. Use lukewarm tap water to rinse cleaning and detergent solutions from the carpet fiber. Failure to completely rinse the solutions from the fiber may cause accelerated soiling.

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Frequently Asked Questions

Q: Everything looks good in the showroom. How will I know if it’s going to look good in my home?

A: We have unique tools that can help. One fabulous device called a light box lets you see how sample—as well as pillows and paint swatches—will look in your home. Our cushion selector can replicate the feel of a carpet underfoot. And you can always count on our highly knowledgeable staff to make recommendations.

Q: Tell me about your warranty.

A: For carpet, we actually have one of the most comprehensive warranties in the industry. We have a 90-day satisfaction guarantee. We only ask that you live with the carpet for 60 days. Then, if you decide you don’t like it, we’ll change it. And there’s no charge for the product, only a small installation fee. If you’re worried about carpets wearing out, you’d be surprised how long carpets last these days. If anything, you’ll probably tire of it before it actually needs replacing—and hopefully you’ll never tire of it!

Q: What about price?

A: We don’t believe in focusing exclusively on price. Instead, we look at value. These are top-of-the-line carpets that are beautiful, extremely durable and carry the best warranties. They’re also very stain-resistant. City Carpets isn’t going to sell you something that’s going to fall apart after a few years—not at any price.

Q: I’ve heard a lot about Green flooring. What is it and why should I consider putting it in my home?

A: Flooring materials can come at a large environmental cost. Today, Greener materials are available that are more environmentally responsible. They’re made from renewable resources and are less polluting in terms of the manufacturing process and don’t throw off toxic fumes or gasses, so they make for healthier indoor air quality. There are many Green flooring materials available, so you’ll be able to find the value, prices and exact look you want. At City Carpets, we have range of Green flooring from natural materials like stone, cork and bamboo, to more traditional carpeting, linoleum and tile. Our designers can help you choose the right material that fits your style and your budget.

Q: Do you have to order the flooring products I want or do you have them in stock?

A: We usually have to order carpet. We have a large selection in stock, but with the sheer number of carpet choices and colors available, we still have to order it most of the time. It generally takes one week—two at the most—to receive the product, and we set up the installation date before the material arrives, so there’s no extra delay.

Q: How long will it take to install my carpet?

A: It varies with the type of carpet and size of the room, but installation usually only takes one day.

Q: Do your installers move furniture?

A: Yes, we can help with that.

Q: What’s your stance on jobsite cleanliness?

A: Installing flooring can be a messy job, but our installers wear booties to protect new floors—whether it’s carpet or hardwood—and they vacuum and clean up after themselves. When the job is done, we’ll conduct a walkthrough to make sure everything meets your expectations.

Q: Do you use subcontractors?

A: No. All our installers are our employees.

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SELECTED PHOTOS FROM City Carpets

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DIAMOND CERTIFIED EXPERT CONTRIBUTOR ADVICE & TIPS FROM Leigh Bakhtiari

Expert CONTRIBUTOR PROFILE
  • Leigh Bakhtiari is a 26-year veteran of the flooring industry and president of City Carpets, a Diamond Certified company since 2009. She can be reached at (415) 493-8934 or by email.

Leigh Bakhtiari: Flooring Fashion

By James Florence, Diamond Certified Resource Reporter

SAN RAFAEL — After two decades in the floor covering industry, Leigh Bakhtiari continues to employ her passion for fashion by beautifying her customers’ homes. “I approach each job with the goal of making things as fashionable as possible while simultaneously providing a durable, high-performance product,” she says. “When I first got into this business, it was actually pretty boring—every carpet was basically beige and cut pile. There are many more options available today, which makes my job a lot more fun.”

Despite having family ties to the floor covering industry, the primary catalyst for Leigh’s long-term involvement was actually her husband’s. “My husband, Hossein, and I each have a family connection to the floor covering industry, which is kind of coincidental because it has nothing to do with how we met,” she explains. “When we first met, I was working at Macy’s and he was working for his sister in the floor covering industry. After we got married, he suggested we open our own floor covering business, which we did in 1993. More than 20 years later, a lot has changed: we now have five kids and two floor covering stores!”

A lifetime resident of Mill Valley, Leigh expresses her appreciation for the natural beauty of her native locale. “I love it in the Bay Area. I’ve been fortunate enough to travel all over and I’ve never found a better place. I love all the open spaces, as well as the short distance to the beach and the mountains. Within a four-hour driving radius, you can go surfing or skiing, which is pretty remarkable.”

Outside of work, Leigh enjoys spending time with her family, both locally and abroad. “Besides hanging out together at home and around town, we love to travel together as a family,” she affirms. “In fact, we recently got back from a trip to the Dominican Republic.” Leigh also enjoys skiing, martial arts, following professional sports and going on walks with her dog, Gus. Additionally, she maintains an active participation in her industry by serving as president of her local floor covering association and regional network coordinator for Carpet One, as well as sitting on numerous advisory councils.

In regard to her professional livelihood, Leigh espouses the importance of treating customers fairly and honestly. “I try to treat my customers as if they were friends and family,” she explains. “That’s one of the reasons I feel it’s important to carry products I truly believe in. There are a lot of options out there, but I never want to sell a customer anything I wouldn’t sell to a friend or family member.”

When asked the first thing she’d do if she were to retire tomorrow, Leigh gives a twofold response. “I’d take a nap and then take a trip,” she laughs. “After that, I’d devote some of my extra time to volunteering, probably for a cause that benefits children or animals.”

Ask Me Anything!

Q: If you could travel anywhere in the world, where would you go?
A: Africa. I’d love to go on a safari and see animals in their natural element.

Q: If you could live in the city or the country, which would you choose?
A: The country. Cities make me claustrophobic, and I like being close to nature.

Q: What was your first pet?
A: A big, black mutt named Alfie. She was beautiful.

Q: What’s your favorite style of music?
A: As a child of the ’80s, I love my throwback music.

Q: What’s your favorite holiday?
A: Thanksgiving, because I enjoy cooking and spending time with my family. We spend the entire day preparing everything from scratch, set a beautiful table and then enjoy a great meal at the end.

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Expert articles
  • Choosing a Quality Carpet Fiber

    SAN RAFAEL — Everyone knows style and color are important factors for choosing a new carpet. However, a lesser-known yet equally important factor is the type of fiber it’s composed of. A carpet’s fiber affects everything from appearance to cleanability, which is why it’s crucial to account for this in your carpet choice.

    Two of the best carpet manufacturers in terms of fiber quality are Stainmaster and Wools of New Zealand. Stainmaster is one of the carpet industry’s most trusted brands for good reason: it sets the standard for carpet durability and stain/soil resistance. Wools of New Zealand is the natural choice for fine wool carpets, offering outstanding benefits in the home. Their carpets even improve indoor air quality by trapping and absorbing airborne allergens and contaminants like dust and pollen.

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Expert video tip

Video: Choosing a Carpet Fiber

Complete Video Transcription:

SAN RAFAEL — Host, Sarah Rutan: In addition to style and color, an important attribute to look at when selecting a carpet is the type of fiber it’s composed of. Today we’re in San Rafael with Diamond Certified Expert Contributor Leigh Bakhtiari of City Carpets to learn more.

Diamond Certified Expert Contributor, Leigh Bakhtiari: Everyone knows style and color are two of the most important factors in choosing a new carpet. But what you might not know is the fiber that you choose is equally important in maintaining appearance, functionality, and cleanability. Two of the best fibers in carpeting are Stainmaster and Wools of New Zealand.

Stainmaster is the number one trusted brand in carpet for good reason. It sets the standard for durability, stain and soil resistance.

Wools of New Zealand are the natural choice for fine wool carpets. They offer outstanding benefits in your home, as they act like a natural air filter, trapping allergens like dust and pollen. They also absorb indoor air contaminants and can clean the air of harmful gasses. Make sure you know what your carpet is made out of and the features and benefits of the style that you choose.

Host, Sarah Rutan: To learn more from local top rated companies, visit our Diamond Certified Expert Reports at experts.diamondcertified.org.

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City Carpets WEBSITE AND EXTERNAL FEED
  • City Carpets SOCIAL MEDIA FEEDS
Diamond Certified RATINGS ON City Carpets
Diamond certified ratings dashboard
CUSTOMER SATISFACTION i
Customer LOYALTY i
Helpful Expertise i

Each surveyed customer was asked, “If you needed any helpful expertise, did this company provide that expertise?” To calculate this score, total “Yes” responses were divided by total responses (excluding those that stated they hadn’t needed any expertise).

Company Credentials i
  • Workers Compensation
  • Liability Insurance
  • License Verification
  • Business Practices
  • Current Complaint File
  • Legal & Finance
Phone SURVEY RESPONSES FROM 275 VERIFIED CUSTOMERS i
City Carpets : Average 9.1 out of 10 based on 275 unique customer surveys of customer satisfaction.

Lisa L.

VERIFIED City Carpets CUSTOMER

1 of 275

Quality 10
10 10
Loyalty Yes
CRITIQUE

They have certainly been there for us every time we have needed them with high quality and excellent service and good technical advice in the store for a good selection of carpets.

I think it was a combination of how easily they met our needs for the kind of carpet we were looking for, the quality and the price point of the carpet, and finally and most importantly, the high quality of the installation of the carpet. We have used them in the past and the job that they did this time 13 years later, is even better than before. The whole experience was really excellent. The time from purchase to installation was short and their staff was very knowledgeable. I really appreciated that they have been in the business a long time and that they really knew their stuff.

Chrystal M.

VERIFIED City Carpets CUSTOMER

2 of 275

Quality 10
10 10
Loyalty Yes
CRITIQUE

I have been dealing with them for years, and they are the best carpet people I know. I have been using them for over 25 years, and I have been satisfied.

I would give them a '12'. Everybody is just really nice. I like them. They are the perfect place. They take time with you no matter how much time you need to pick out what you want. I will always be with them until the end.

Elaine T.

VERIFIED City Carpets CUSTOMER

3 of 275

Quality 10
10 10
Loyalty Yes
CRITIQUE

I think their customer service is fantastic, and they are very knowledgeable.

Their customer service, they helped me find the carpet in the price range I needed. The carpet looks good, and I like that they took the time to talk to me.

N.C.R.

VERIFIED City Carpets CUSTOMER

4 of 275

Quality 10
10 10
Loyalty Yes
CRITIQUE

They did the carpet. It looks okay.

They did what they said.

L.F.

VERIFIED City Carpets CUSTOMER

5 of 275

Quality 10
10 10
Loyalty Yes
CRITIQUE

They have good customer support.

They were willing to help and resolve the carpet issue that we were having at our showroom.

Sierra I.

VERIFIED City Carpets CUSTOMER

6 of 275

Quality 10
10 10
Loyalty Yes
CRITIQUE

They had great pricing and service.

The staff was very helpful.

P.R.S.

VERIFIED City Carpets CUSTOMER

7 of 275

Quality 10
10 10
Loyalty Yes
CRITIQUE

Their service was solid.

I would say that their hard working team was the best part.

Allen A.

VERIFIED City Carpets CUSTOMER

8 of 275

Quality 10
10 10
Loyalty Yes
CRITIQUE

They are a very good company. Go visit their store.

I would say the quality

Barbara P.

VERIFIED City Carpets CUSTOMER

9 of 275

Quality 10
10 10
Loyalty Yes
CRITIQUE

Very good carpet and very technical installation guys

I would say the quality of install and product

Jefferey C.

VERIFIED City Carpets CUSTOMER

10 of 275

Quality 10
10 10
Loyalty Yes
CRITIQUE

Good people, they were honest and did what they said they would do when they said they would do it.

Nothing stood out, they were just fine.

Angelina D.

VERIFIED City Carpets CUSTOMER

11 of 275

Quality 10
10 10
Loyalty Yes
CRITIQUE

Great company, so give them a try.

I would say the speed in which it was installed

Larry E.

VERIFIED City Carpets CUSTOMER

12 of 275

Quality 10
10 10
Loyalty Yes
CRITIQUE

They did well, so give them a call.

The hard work

Michael R.

VERIFIED City Carpets CUSTOMER

13 of 275

Quality 10
10 10
Loyalty Yes
CRITIQUE

Very nice people, and they had a lot of knowledge about the different carpets.

The knowledge and recommendation I got from them

Steven V.

VERIFIED City Carpets CUSTOMER

14 of 275

Quality 10
10 10
Loyalty Yes
CRITIQUE

They were able to find a very specific carpet we ordered a few years back, and it matched great.

The fact that they found the carpet

Francesco S.

VERIFIED City Carpets CUSTOMER

15 of 275

Quality 10
10 10
Loyalty Yes
CRITIQUE

Their pricing was my main driver.

The price

Lee M.

VERIFIED City Carpets CUSTOMER

16 of 275

Quality 10
10 10
Loyalty Yes
CRITIQUE

Nothing really, they did the carpet.

They did what they said as promised.

Melody M.

VERIFIED City Carpets CUSTOMER

17 of 275

Quality 10
10 10
Loyalty Yes
CRITIQUE

That they have a good product and good sales people, they came out and got it done quickly and efficiently.

Their promptness and scheduling, it was done in the time they said it would get done.

Chris C.

VERIFIED City Carpets CUSTOMER

18 of 275

Quality 10
10 10
Loyalty Yes
CRITIQUE

The service was painless and quick.

It was a clean install.

Alana J.

VERIFIED City Carpets CUSTOMER

19 of 275

Quality 10
10 10
Loyalty Yes
CRITIQUE

Comparable prices, good service, and great experience with the installation day

It was a great experience. It was quick and Hosain was honest and he called me back right away. He did the work.

Alexandra S.

VERIFIED City Carpets CUSTOMER

20 of 275

Quality 10
10 10
Loyalty Yes
CRITIQUE

They are very easy to work with and reasonably priced.

I liked the customer service. They were super friendly.

Read All 275 Survey Responses at Ratings View