Doug's Carpet House, Inc.

Review: We hired them, and paid 50% up front, to have 1 room, stairs, and a catwalk converted to hardwood. A process that started in the end of Feb. It is July 14th an and we still have not had the job completed. Oh the excuses; 2 weeks they said, the mill is running behind. Then, one more month, the mill lost the order. Then, "well, the paperwork never went to the mill, we need to come back and remeasure". Seriously! During this process they never reached out to me and provided an update, I had to call them (and I pulled my cell records) 32 times for updates! 32!!!

June 1st, the installation team comes out to the house but they don't have risers for the steps, and the treads are not correct.

The guys came back out on 9 June, and the treads were cut on the wrong side, they had them all backwards with the opening facing the wall. Back up with the railing and we continue to walk on the subflooring for another few weeks while they sort this next round of failures out. Oh, I should mention that I have 3 young children, that's a ton of fun with stairs with barely installed spindles on the railing.

Came out to "finish" on June 23rd. Did not remove the old treads as agreed and just did an overlay, so now my stairs are the wrong height on the first and last steps and are officially out of code. The nosing is wrong on the top stair and extremely noticeable. The stain color is all over the place and looks very bad. Several stairs are noticeably lighter then others.

They left again without completing the job and then sent me a full priced invoice. Multile requests for elevation inside the company have not been ignored.

Supposed to come out on July 12th to finish. Again, they sent a worker out without the proper tools and have to reschedule. Our home was to have photographs taken for listing on the MLS, which we had to reschedule. Once again, they find a way to set a low bar and then fail to achieve it.Desired Settlement: Finish the job, correct all the errors. Then lets start the conversation about what the final bill is going to look like. I have missed 9 days of work dealing with this issue. Plus the money I am out from the photographers this past week. 9 times 8 hours, they owe me for 72 hours of missed work. Do the job you signed up to do 5 months ago when you took my money. I have also filed a Revdex.com report on the corporate headquarters of [redacted]

Business

Response:

Dear Ms. [redacted]First, thank you for the opportunity to respond to the complaint from Mr. Gleason. In general I agree with Mr. [redacted] assertion that this job took too long to complete. Unfortunately, a majority of these delays were caused by our supplier for the wood treads and risers. I'm not trying to dodge responsibility because Mr. [redacted] is my customer and it was unfortunate he had to live through the trouble with my supplier and other delays on our part to complete this project. talked to Mr. [redacted] today and I will meet with them at their house to thoroughly understand what we need to do to complete this job. Mr. [redacted] said he will call me back after talking to his wife to schedule an appointment next week as they are out of town this week. I will follow up with you after the meeting to document what is left to complete and any commitments I made to him to finish this project to his satisfaction.

Review: I reported a materials fault complaint to the local branch where I contracted services on or about 12/1/14. I never received a call back. After 2 follow up calls I was told my claim was forward the Fredericksburg, VA office to the attention of Louise S[redacted]. I called asking to speak to her at least 3 times never receiving a reply. On the 3 call sometime in January the branch manager accidently pick up the line. I explained who I was and why I was calling and Steve S[redacted] took ownership of the claim. He replied to me about a week later saying my claim was out of warranty. Being upset at all my effort and getting I can't help you answer, I politely expressed how I felt about their overall service and was going to let the public know about it. Steve stated he would reconsider and get back to me. About 3 weeks later he called to say he would re-grout my tile at no cost to me and ask I give him a few weeks to set up. I was never called again. I called Steve speaking to him directly several more times. In March I caught him on vacation and he told me "if I tell you it will be done, IT WILL BE DONE I have never heard from him or anyone else since. Today is 6/3/2015.Desired Settlement: I am extremely hesitate to allow The Carpet House to now do the work they committed to do... I may end up with a bigger problem than I have now. So really want the public to know about my experience.

Business

Response:

We have reviewed the complaint and understand our customer hesitation

to allow Carpet House to do the work that we committed to complete. His

statement of the problem was accurate.I want to only emphasize what our customer stated concerning

being 10 months out of warranty when the first call was placed on the grout

cracking issue. Normally to have us come out to do repairs outside of the

warranty period we would require our customers to pay a service fee. Because we

relay so heavily on “word of Mouth” for sales, we frequently go above and

beyond to satisfy out customers even when it is out of warranty or not out

issue.The only reason this work was not completed as promised was

due to human error. The service request was misfiled and never placed on

schedule. I apologize for my mistake.I would like to request of our customer the opportunity to

complete the repair and satisfy our commitment to him. Please let me know if he

is open to my request.