Energen of Virginia, Inc.

Dear ** ***:
In response to the Complaint ID # ***, the carpet
purchased by the home-owner was *** style “*** ***” which is a staple
filament fiber yarn system, which has multiple 10- year guaranteesThe “pilling”
the customer
is experiencing is and had no effect on the performance of
the carpetThis characteristic of the carpet will cease after a period of
time, depending on the frequency of the carpet being vacuumed
As far as the “***” carpet issues, our store has a
generous selection, and has had it for almost twenty-five (25) yearsLike all
carpets and fibers, there are many different quality variations in each
category, but they are very available upon selection
We sent our inspector out to the home and he determined that
the carpet was performing in a fashionEven with his
years-experienced assessment, we will sent a sample of the carpet off to ***
industries to have it testedWe are awaiting a response, and should have
results shortly
Please note that no complaints had been reported until the
funds were requestedAlso, the funds are for the upgrade on the carpet, due
nine (9) to ten (10) months ago, and have no bearing on the recently reported issue
The exact carpet and cushion the home-owner selected was installed in their
homeEven with the uncollected funds, we are going to follow through with the customers issue and
are responding accordingly upon the results of the testing
If the results are not in the home-owner’s favor, they can
request an independent inspectorDepending on the finding are results of the
third party, the responsible party will reimburse the inspector
Unfortunately, based on our previous experience and this
customer’s response, we’ve forwarded this matter over to our collections
attorney, for the uncollected funds only, as per the signed agreement
Sincerely,
*** ***

Review: We purchased a new home from [redacted] and was required to select our carpet from [redacted]. We could not use another vendor for carpet. We went to their showroom and told them we wanted a [redacted] carpet exactly like the carpet we recently put in our current home at the home. We were told they did not carry [redacted] but if we upgraded to this certain Mohawk carpet it would be equivalent. We agreed and gave them our credit card to pay for the upgrade. After we moved in the new home where the carpet had been installed we immediately experienced extreme fuzzing from the carpet - just the simple act of walking across the carpet generated handfuls of fuzz. During the first 2 weeks in the home my daughter and I had an allergic reaction of hives to the carpet. We were vacuuming daily to deal with the fuzz and filled multiple vacuum bags of fuzz. When we contacted [redacted] about the carpet issues they said someone would call and make an appointment to come check it out. This never happened and at the time I was dealing with a major health issue and could not follow up with them. Several months later [redacted] called because they said we had not paid for the carpet - we had given them a credit card the day we made our selections but they failed to process the charge. I once again complained about the carpet and they promised to send someone out. I told them I would make payment once the carpet issues were resolved. The service person who came to my house said the carpet fuzz was NORMAL and to continue to expect this for up to 1 year. I have lived on brand new carpet 3 times before and have NEVER experienced fuzz like this. The service person took a sample piece of my carpet and said they would send it to the mfg. to run a test on it. I have NEVER heard back on this. The carpet is now 10 months old and continues to fuzz daily. I am extremely unhappy with the poor quality product and service from [redacted].Desired Settlement: I would like to receive the quality of carpet product promised to us by Richmond Decorating's sales person. If they do not have a better quality carpet to offer us, then I would like to receive a discount settlement to continue to live with the poor quality carpet that was installed.

Business

Response:

Dear [redacted]:

In response to the Complaint ID # [redacted], the carpet

purchased by the home-owner was [redacted] style “[redacted]” which is a staple

filament fiber yarn system, which has multiple 10- year guarantees. The “pilling”

the customer is experiencing is normal and had no effect on the performance of

the carpet. This characteristic of the carpet will cease after a period of

time, depending on the frequency of the carpet being vacuumed.

As far as the “[redacted]” carpet issues, our store has a

generous selection, and has had it for almost twenty-five (25) years. Like all

carpets and fibers, there are many different quality variations in each

category, but they are very available upon selection.

We sent our inspector out to the home and he determined that

the carpet was performing in a normal fashion. Even with his 25

years-experienced assessment, we will sent a sample of the carpet off to [redacted]

industries to have it tested. We are awaiting a response, and should have

results shortly.

Please note that no complaints had been reported until the

funds were requested. Also, the funds are for the upgrade on the carpet, due

nine (9) to ten (10) months ago, and have no bearing on the recently reported issue.

The exact carpet and cushion the home-owner selected was installed in their

home. Even with the uncollected funds, we are going to follow through with the customers issue and

are responding accordingly upon the results of the testing.

If the results are not in the home-owner’s favor, they can

request an independent inspector. Depending on the finding are results of the

third party, the responsible party will reimburse the inspector.

Unfortunately, based on our previous experience and this

customer’s response, we’ve forwarded this matter over to our collections

attorney, for the uncollected funds only, as per the signed agreement.

Sincerely,