Quality Carpet & Tile

To : Whom May It Concern;My name is [redacted] from quality carpet & tile recently we received your letter regarding a complaint # [redacted] Regarding [redacted] @ [redacted] *** [redacted] , [redacted] the job we did was at [redacted] in [redacted] ***, [redacted] ***.On 5/02/*** [redacted] came in the store with a small piece of carpet trying to buy something that was in stock and she picked out something close and the carpet she selected was close in colorThe total for the carpet and labor was $They did not want padding and kept the original padding.*** [redacted] brought two gift certificates for $and another one for $The gift certificates were about 4-years old and she had purchased them at The Little House AuctionThey bid on the gift certificates and pay less than they are valued for .I went ahead and honored them because I know ***She paid $which is the differenceWe started the installation and cut the carpet and then the husband did not like the colorSo he spoke with me regarding that he did not like the color that his wife had chosen the wrong colorSo I explained to him that the carpet was already cut that he need to buy another piece of carpet in stock or special orderdelivered that carpet that we had already cut because he had paid for it that is why he said he wanted to keep itSo he was looking at the higher end ones and he said it was too much so he purchased one that was more economical that we had to special order and we did not charge him the labor to reinstall the new oneThe total he paid was $for the carpet onlyAfter the special order carpet arrived we did the installationAfter that *** [redacted] called me uo to saw that the carpet sea [redacted] were laid wrong in a different direction so she was saying the carpet look different colors in the sea**The carpet she order was foot wide and the room was about feet wide so she had to have a seam.So I went out there to see the jobThe carpet appeared to look good and I explained to her and him that it did look good** [redacted] kept saying that to him it appeared that the carpet looked different were the sea [redacted] were and that maybe the carpet was flipped in another direction and that is why he thought the carpet looked different colorsI physically looked at it on my knees and they kept saying that it looked differentHonestly I have been in business in Years and have years of experience and the carpet was not laid out wrongI did mention that on the seam going across the carpet installer could work on it so it would be less visible but that had nothing to do with what they kept saying about the direction and color of the carpetAnyway he kept saying it looked different so I told hime we could redo the sea [redacted] and that side of the seam because we had extra materialMy installer worked on it within the week and they made him redo it againI spoke to *** [redacted] and that was the best that we could doThey kept complaining that because of the carpet that can sell their houseThey have contacted Revdex.com and our local Chamber of Commerce requesting full RefundThey keep hurting my business with negative comments, I have tried to help them but it see [redacted] that they want to get free carpet and a full refund because they are not satisfiedThey sent pictures of the room with missing carpet along the edge of the room and we did not leave it like thatMy installer has over years experience laying carpet and did not leave it like thatAt this point I tried to help them trying to please themI can reorder the a new piece of carpet but I strongly believe that they will never be satisfiedThank you in advanceSincerely, [redacted] Quality Carpet & Tile [redacted] ***, [redacted] ***

To : Whom May It Concern;
-0.35pt">My name is *** *** from quality carpet & tile recently we received your letter regarding a complaint #***Regarding *** *** *** @ *** *** *** *** ,** *** the job we did was at *** *** *** in *** ***,** ***.On 5/02/*** came in the store with a small piece of carpet trying to buy something that was in stock and she picked out something close and the carpet she selected was close in colorThe total for the carpet and labor was $They did not want padding and kept the original padding.*** brought two gift certificates for $and another one for $The gift certificates were about 4-years old and she had purchased them at The Little House AuctionThey bid on the gift certificates and pay less than they are valued for .I went ahead and honored them because I know ***She paid $which is the differenceWe started the installation and cut the carpet and then the husband did not like the colorSo he spoke with me regarding that he did not like the color that his wife had chosen the wrong colorSo I explained to him that the carpet was already cut that he need to buy another piece of carpet in stock or special orderdelivered that carpet that we had already cut because he had paid for it that is why he said he wanted to keep itSo he was looking at the higher end ones and he said it was too much so he purchased one that was more economical that we had to special order and we did not charge him the labor to reinstall the new oneThe total he paid was $for the carpet onlyAfter the special order carpet arrived we did the installationAfter that *** called me uo to saw that the carpet sea** were laid wrong in a different direction so she was saying the carpet look different colors in the sea**The carpet she order was foot wide and the room was about feet wide so she had to have a seam.So I went out there to see the jobThe carpet appeared to look good and I explained to her and him that it did look good*** kept saying that to him it appeared that the carpet looked different were the sea** were and that maybe the carpet was flipped in another direction and that is why he thought the carpet looked different colorsI physically looked at it on my knees and they kept saying that it looked differentHonestly I have been in business in Years and have years of experience and the carpet was not laid out wrongI did mention that on the seam going across the carpet installer could work on it so it would be less visible but that had nothing to do with what they kept saying about the direction and color of the carpetAnyway he kept saying it looked different so I told hime we could redo the sea** and that side of the seam because we had extra materialMy installer worked on it within the week and they made him redo it againI spoke to *** and that was the best that we could doThey kept complaining that because of the carpet that can sell their houseThey have contacted Revdex.com and our local Chamber of Commerce requesting full RefundThey keep hurting my business with negative comments, I have tried to help them but it see** that they want to get free carpet and a full refund because they are not satisfiedThey sent pictures of the room with missing carpet along the edge of the room and we did not leave it like thatMy installer has over years experience laying carpet and did not leave it like thatAt this point I tried to help them trying to please themI can reorder the a new piece of carpet but I strongly believe that they will never be satisfiedThank you in advance
Sincerely,
*** ***
Quality Carpet & Tile
*** *** *** *** ***, ** ***

Complaint: ***
I am rejecting this response because:
I request that Quality Carpet refund the money we have spent
on the two carpets. I do not feel comfortable
with Quality Carpet employees or owners.
I do not believe that they will act fairly
The gift certificates had no expiration date. My wife even called them to ensure that they
would not expire shortly after they were purchased. My wife again called in advance of visiting
the store to ensure they would accept the gift certificates and told they
would.
*** states
that my wife brought a small piece of carpet, she did not. It was a few fibers, since our carpet was still
on the floorWe did not know this was not enough to match the colorAlso, we
did not know that you had to order carpet to get a correct match and they did
not tell usThis is our first time buying carpet. They are supposed to be the experts and we
asked for their assistance in matching the color. They pulled some fibers from the end of a
roll in the back of the store to compare to the fibers my wife brought. They did not even open the roll for my wife
to see it. If they had done this, we may
have been able to see that it was the wrong color. We relied on their expertise. They are the ones who sold to us the wrong
color of carpet, but they seem to be blaming us. The first carpet see** to have been a partial
roll left over from a previous job and did not match our color. After years as a business, they should
provide the customer with advice on how to get a color match
We purchased a second carpet because the first one did not
match the one removed or the other roo** in the home. It was improperly installed. I was not told that the carpet I ordered was
feet short until the installer was putting the second carpet in. They knew our measurements, but did not
explain to me that they were selling me a carpet that was short and would
require a seam. We were told by the
installer that there are longer carpets that would have covered the room
without a seam. The carpet installer
also explained that depending on the orientation, the carpet had different
shadesHe cut multiple sections to fill the difference. Not all of the foot sections were not
oriented the same as the larger piece, causing a shade difference. On top of that there were visible lines and
the carpet did not appear to be one, but patched with gaps in the sea** between
sections. The installer tried to push
the fibers into the gaps, but after vacuuming the gaps were visible again
In her reply, *** stated the second carpet looked
good, but that is not true. She
acknowledged that some pieces were not oriented correctly and she would send
her installer to fix them. The carpet
installer was visibly angered when he had to redo the carpet with a section
that was left over. He did not measure
the cut, resulting in a curved cut that required an extra thin strip to make up
for the curve. Since the cut was not
measured and curved, it produced a visible gap.
He glued some extra fibers into the gap.
The fibers did not last a week. The
gap has gotten worse with very little walking traffic. A photo is attached of this gap with a pen
for reference. This photo and the
pictures we sent previously are proof that the installer did, regardless of his
number of years of experience.
*** said she said that was the best she could do,
but she never returned our calls after the installer came back to fix the
second carpet. When my wife did reach
her, she said she was with a client and would call my wife back, but never did
They have treated us as if we are a bother when we have just
asked for a job well done. They were
very much in a rush to get us to pay for two carpets without helping us. I have no confidence that Quality Carpet will
act justly with me and feel quite helpless.
What we paid for was an enhancement, but we received a messy
eyesore. Therefore, I request that this
complaint stay open till I receive a refund We don’t want a free carpet and we can give
them back the carpet that we purchased. I
will need buy a new carpet and have it installed by another company. We request that they mail us a check, since
we do not feel comfortable going to their store. We do not want to do business with Quality
Carpet ever again, since they have been so unprofessional and untrustworthy.
Regards,
*** ***

To : Whom May It Concern;My name is [redacted] from quality carpet & tile recently we received your letter regarding a complaint #[redacted]. Regarding [redacted] @ [redacted] the job we did was at [redacted] in [redacted],[redacted].On 5/02/15 [redacted]....

[redacted] came in the store with a small piece of carpet trying to buy something that was in stock and she picked out something close and the carpet she selected was close in color. The total for the carpet and labor was $606.26. They did not want padding and kept the original padding.[redacted] brought two gift certificates for $250.00 and another one for $200.00. The gift certificates were about 4-5 years old and she had purchased them at The Little House Auction. They bid on the gift certificates and pay less than they are valued for .I went ahead and honored them because I know [redacted]. She paid $156.26 which is the difference. We started the installation and cut the carpet and then the husband did not like the color. So he spoke with me regarding that he did not like the color that his wife had chosen the wrong color. So I explained to him that the carpet was already cut that he need to buy another piece of carpet in stock or special order. delivered that carpet that we had already cut because he had paid for it that is why he said he wanted to keep it. So he was looking at the higher end ones and he said it was too much so he purchased one that was more economical that we had to special order and we did not charge him the labor to reinstall the new one. The total he paid was $477.63 for the carpet only. After the special order carpet arrived we did the installation. After that [redacted] called me uo to saw that the carpet sea** were laid wrong in a different direction so she was saying the carpet look different colors in the sea**. The carpet she order was 12 foot wide and the room was about 14 feet wide so she had to have a seam.So I went out there to see the job. The carpet appeared to look good and I explained to her and him that it did look good. **. [redacted] kept saying that to him it appeared that the carpet looked different were the sea** were and that maybe the carpet was flipped in another direction and that is why he thought the carpet looked different colors.. I physically looked at it on my knees and they kept saying that it looked different. Honestly I have been in business in 15 Years and have 15 years of experience and the carpet was not laid out wrong. I did mention that on the seam going across the carpet installer could work on it so it would be less visible but that had nothing to do with what they kept saying about the direction and color of the carpet. Anyway he kept saying it looked different so I told hime we could redo the sea** and that side of the seam because we had extra material. My installer worked on it within the week and they made him redo it again. I spoke to [redacted] and that was the best that we could do. They kept complaining that because of the carpet that can sell their house. They have contacted Revdex.com and our local Chamber of Commerce requesting full Refund. They keep hurting my business with negative comments, I have tried to help them but it see** that they want to get free carpet and a full refund because they are not satisfied. They sent pictures of the room with missing carpet along the edge of the room and we did not leave it like that. My installer has over 35 years experience laying carpet and did not leave it like that. At this point I tried to help them trying to please them. I can reorder the a new piece of carpet but I strongly believe that they will never be satisfied. Thank you in advance. Sincerely,[redacted]Quality Carpet & Tile[redacted]

Complaint: [redacted]
I am rejecting this response because:
I request that Quality Carpet refund the money we have spent
on the two carpets.  I do not feel comfortable
with Quality Carpet employees or owners. 
I do not believe that they will act fairly.
The gift certificates had no expiration date.  My wife even called them to ensure that they
would not expire shortly after they were purchased.  My wife again called in advance of visiting
the store to ensure they would accept the gift certificates and told they
would. 
 **. [redacted] states
that my wife brought a small piece of carpet, she did not.  It was a few fibers, since our carpet was still
on the floor. We did not know this was not enough to match the color. Also, we
did not know that you had to order carpet to get a correct match and they did
not tell us. This is our first time buying carpet.  They are supposed to be the experts and we
asked for their assistance in matching the color.  They pulled some fibers from the end of a
roll in the back of the store to compare to the fibers my wife brought.  They did not even open the roll for my wife
to see it.  If they had done this, we may
have been able to see that it was the wrong color.  We relied on their expertise.  They are the ones who sold to us the wrong
color of carpet, but they seem to be blaming us.  The first carpet see** to have been a partial
roll left over from a previous job and did not match our color.  After 15 years as a business, they should
provide the customer with advice on how to get a color match.
We purchased a second carpet because the first one did not
match the one removed or the other roo** in the home.  It was improperly installed.  I was not told that the carpet I ordered was
2 feet short until the installer was putting the second carpet in.  They knew our measurements, but did not
explain to me that they were selling me a carpet that was short and would
require a seam.  We were told by the
installer that there are longer carpets that would have covered the room
without a seam.  The carpet installer
also explained that depending on the orientation, the carpet had different
shades. He cut multiple sections to fill the difference.  Not all of the 2 foot sections were not
oriented the same as the larger piece, causing a shade difference.  On top of that there were visible lines and
the carpet did not appear to be one, but patched with gaps in the sea** between
sections.  The installer tried to push
the fibers into the gaps, but after vacuuming the gaps were visible again.
In her reply, **. [redacted] stated the second carpet looked
good, but that is not true.  She
acknowledged that some pieces were not oriented correctly and she would send
her installer to fix them.  The carpet
installer was visibly angered when he had to redo the carpet with a section
that was left over.  He did not measure
the cut, resulting in a curved cut that required an extra thin strip to make up
for the curve.  Since the cut was not
measured and curved, it produced a visible gap. 
He glued some extra fibers into the gap. 
The fibers did not last a week.  The
gap has gotten worse with very little walking traffic.  A photo is attached of this gap with a pen
for reference.  This photo and the
pictures we sent previously are proof that the installer did, regardless of his
number of years of experience. 
**. [redacted] said she said that was the best she could do,
but she never returned our calls after the installer came back to fix the
second carpet.  When my wife did reach
her, she said she was with a client and would call my wife back, but never did.
They have treated us as if we are a bother when we have just
asked for a job well done.  They were
very much in a rush to get us to pay for two carpets without helping us.  I have no confidence that Quality Carpet will
act justly with me and feel quite helpless. 
What we paid for was an enhancement, but we received a messy
eyesore.  Therefore, I request that this
complaint stay open till I receive a refund.  We don’t want a free carpet and we can give
them back the carpet that we purchased.  I
will need buy a new carpet and have it installed by another company.  We request that they mail us a check, since
we do not feel comfortable going to their store.  We do not want to do business with Quality
Carpet ever again, since they have been so unprofessional and untrustworthy.  
Regards,
[redacted]