Wecker's Flooring Center

I am writing in response to complaint # [redacted]When the original complaint came to us from the consumer we followed the industry protocol by going out to assess the complaint ourselves first followed by sending a sample of the carpet to the manufactures lab for testing. We also paid a certified independent inspector to go out to the consumer's home and file their own report, Neither the lab nor the inspector found any defect in the manufacturing or the installation of the carpet. In an effort to satisfy the consumer we offered to install another carpet that the consumer was able to pick themselves of equal value at no charge. The only charge would be if the consumer decided to choose a carpet of higher value. The consumer than chose one of the best carpet products in our showroom for wearing and texture retention. This carpet however was of higher quality and more expensive than the carpet the consumer had originally chosen. The only charge to the consumer was for the difference of the higher quality carpet from the original carpet installed. The consumer agreed and we then installed the carpet.When we received another phone call from the consumer stating they were not happy with the texture and appearance of the replacement carpet we again hired a different professional certified inspector to file a report on the consumer’s carpet. Again the report from a different inspector came back stating that there was no defect in the manufacturing or installation of the carpet, We installed one of the best carpet products in our showroom for wearing and texture retention and the consumer was once again unhappy with the wearing and texture of the carpet. At this point we do not believe that there is a carpet product that would meet the expectations of the consumer and satisfy them.Thank youMike W[redacted]Owner/OperatorWecker's Flooring Center L.L.C

I am writing in response to complaint # [redacted]When the original complaint came to us from the consumer we followed the industry protocol by going out to assess the complaint ourselves first followed by sending a sample of the carpet to the manufactures lab for testing. We also paid a certified independent inspector to go out to the consumer's home and file their own report, Neither the lab nor the inspector found any defect in the manufacturing or the installation of the carpet. In an effort to satisfy the consumer we offered to install another carpet that the consumer was able to pick themselves of equal value at no charge. The only charge would be if the consumer decided to choose a carpet of higher value. The consumer than chose one of the best carpet products in our showroom for wearing and texture retention. This carpet however was of higher quality and more expensive than the carpet the consumer had originally chosen. The only charge to the consumer was for the difference of the higher quality carpet from the original carpet installed. The consumer agreed and we then installed the carpet.When we received another phone call from the consumer stating they were not happy with the texture and appearance of the replacement carpet we again hired a different professional certified inspector to file a report on the consumer’s carpet. Again the report from a different inspector came back stating that there was no defect in the manufacturing or installation of the carpet, We installed one of the best carpet products in our showroom for wearing and texture retention and the consumer was once again unhappy with the wearing and texture of the carpet. At this point we do not believe that there is a carpet product that would meet the expectations of the consumer and satisfy them.
Thank you
Mike W[redacted]
Owner/Operator
Wecker's Flooring Center L.L.C

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
If it is one of the best carpets for wear and retention then why does it look worse than the first carpet installed?  There would have been no reason to have Weckers replace the carpet and have us spend the additional money.  I feel I was mislead and lied to because of the quality of the carpet.  There is no reason for that price of carpet to look like this after this short amount of time. 
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

I am very disappointed with Wecker's flooring. 2 years ago, we purchased over $10,000 worth, of hardwood flooring and carpet. Everything was installed in an empty house. Within weeks, over $6000.00 worth of our carpet fibers kept coming out. The carpet is fraying. It looks horrible. We have no children. Wecker's told me I am vacuuming incorrectly. My $6000 plus, hardwood floors are a mess. They are chipping, peeling, uneven. I'm embarrassed to have anyone to my house. After months and months of being ignored, and getting the runaround, they sent a carpet inspector, but not a flooring inspector. My carpet turned out to be defective. Wecker's wanted to replace it with the same. Told me it must have only been from that roll. After pulling the fibers from the carpets of the same brand, they finally relented to allow me to pick something different, at a cost. I was told they have to eat the cost of installation.
My hardwood flooring. The chipping, peeling, buckling. Insisted it too, was my fault. I am cleaning them wrong they said. Wecker's told me to hire, and pay for an inspector. I did. The NWFA inspector found the problem to be installer related. I submitted this to the Attorney General. Wecker's disagreed with the NWFA report. Even though the Attorney General stood by the NWFA report, I then got another inspector for a 2nd opinion. He came to the same conclusion as the 1st inspector. The board that is buckling, there are no nails securing it. Weckers resolution was to reimburse me less than $1000.00. I have had to seek legal counsel to hopefully have this nightmare resolved, as Wecker's continues to refuse to take full responsibility for their business practices.

AUGUST 13, 2014DEAR [redacted],ON FEBRUARY 12, 2014 WE CONTRACTED WITH [redacted] TO INSTALL A LAMINATE FLOOR OVER HER EXISTING FLOOR IN HER KITCHEN. THE NEW FLOOR COST TO HER WAS $1,788.00. AFTER WE INSTALLED THE FLOOR SHE WAS NOT HAPPY THAT THE NEW FLOOR WAS NOT LEVEL....

THIS WAS A FLOATING FLOOR THAT WENT OVER AN EXISTING KITCHEN FLOOR. BEING A LOOSE LAYFLOOR IT HAD MOVEMENT DUE TO THE CONDITION OF HER EXISTING FLOOR.W[redacted]S REMOVED NEW LAMINATE FLOOR AND ATTEMPTED TO LEVEL, HER EXISTING FLOOR AND RELAYED FLOATING FLOOR FOR THE SECOND TIME. CUSTOMER STATED THAT MOST OF THE FLOOR WAS BETTER BUT STILL DID NOT FEEL THEY COULD LIVE WITH THE MOVEMENT THAT WAS STILL EVIDENT, INFORMED CUSTOMER THAT THE CORRECTION NEEDED TO BE MADE TO THE JOIST AND THE PRIMARY SUBFLOOR. THIS WAS SOMETHING A BUILDING CONTRACTOR NEEDED TO ADDRESS NOT A FLOORING CONTRACTOR.FOLLOWING THAT CUSTOMER CHANGED TO A GLUE DOWN FLOOR OF VINYL PLANK, NEW MATERIAL WAS ORDERED AND THIS FLOOR REQUIRED NEW UNDERLAYMENT. UNDERLAYMENT WAS INSTALLED AND CUSTOMER STOPPED INSTALLATION FEELING THEY WOULD NOT BE HAPPY WITH THEIR SELECTION,CUSTOMER ALSO CONTACTED ORIGINAL BUILDER OF THE HOUSE TO HAVE FRAMING ISSUES CORRECTED. HOME BUILDER DID NOT AGREE TO MAKE CORRECTIONS. THIS IS A TEN YEAR OLD HOME. WECKERS REMOVED SUBFLOOR THAT WAS INSTALLED AND REFUNDED CUSTOMER ALL ?F ????R ?????.WECKERS COST ON THIS KITCHEN 
-ORGINAL LAMINATE FLOORING DISPOSED OF COST 618.03
-ORIGINAL INSTALLATION 592.00 LABOR
-REMOVAL AND 2nd INSTALLATION 450.00 LABOR
-ORDERED IN VINYL PLANK 716.40
-SUBFLOOR INSTALLED 105.00TOTAL COST INCURRED BY WECKERS FOR THIS KITCHEN FLOOR $2,481.00
AT THIS TIME THE CUSTOMER WAS REFUNDED ALL OF THEIR MONEY, WE FEEL NO OBLIGATION TO SEND HER $500.00.MICHAEL H. W[redacted]OWNER WECKER’S FLOORING L.L.C

I am writing in response to a complaint we received from the Revdex.com, ID #[redacted].This is the second letter we have received from the consumer. The first letter dates back to May 7th of 2012 when we installed the original carpet in the consumers home and after years' time the...

consumer called notifying us that they were unhappy with the texture and appearance of the carpet in certain areas. We hired an independent certified inspector who filed a claim with the carpet manufacturer and the claim was denied stating that there was no defect in the manufacturing or installation of the carpet. (I have attached the letter from the manufacture denying the original claim, as well as the report from the inspector stating there was no defect in the carpet). After the original claim was denied we offered to install different carpet and not charge labor. The only charge would be for the cost of upgrading the carpet. After the install, the consumer satisfied and at that time contacted the Revdex.com on 12/23/2013 to report their satisfaction.We then replaced the original carpet in the consumer's home in January of 2014. In February of 2015 another years' time we received a phone call from the consumer stating they are once again unhappy with the texture and appearance of the carpet. We sent out a certified independent inspector with no affiliation to us or the carpet manufacture and once again there were no findings of any defect in the carpet or the installation. I have attached the certified independent inspector’s written statement, stating the wear of the carpet is normal and not included in any carpet manufacture warranty. We do not agree with the consumer’s desired outcome/settlement of refunding because we have already replaced their carpet when no defect was found without any labor charge. In a years’ time the consumer has once again notified us that they were not satisfied with the appearance of the replacement carpet and when we sent a certified independent inspector out there was once again no findings of any defect in the carpet or installation, We do not believe that the consumer’s expectations in the wearing and texture retention of any carpet are able to be met.Thank you,Mike W[redacted]Owner/OperatorWecker's Flooring Center L.L.C.

--------- Forwarded message ----------From: Revdex.com of Metro Washington DC <[email protected]>Date: Wed, Sep 10, 2014 at 4:45 PMSubject: Fwd: Complaint ID [redacted] with AttachmentTo: [redacted] <[redacted]>
---------- Forwarded message ----------
From: <[redacted]>
Date: Wed, Sep 10, 2014 at 4:20 PM
Subject: Complaint ID [redacted] with Attachment
To: [email protected]
I am attaching the document requested for the charge from [redacted] for the additional charges incurred by us,
The document shows the $450.00 charge to us for tear up and removal of the flooring and other products that Weckers Carpeting used on our floor and left for us to repair/remove. This is when they came to the point where they stated they could not finish the job.
I apologize that I  did not attach the document to the last email
Please let me know if you need this document sent to you another way.
Thank you again,
Complaint No. ID[redacted]
 
[redacted]

I am very disappointed with Wecker's flooring. 2 years ago, we purchased over $10,000 worth, of hardwood flooring and carpet. Everything was installed in an empty house. Within weeks, over $6000.00 worth of our carpet fibers kept coming out. The carpet is fraying. It looks horrible. We have no children. Wecker's told me I am vacuuming incorrectly. My $6000 plus, hardwood floors are a mess. They are chipping, peeling, uneven. I'm embarrassed to have anyone to my house. After months and months of being ignored, and getting the runaround, they sent a carpet inspector, but not a flooring inspector. My carpet turned out to be defective. Wecker's wanted to replace it with the same. Told me it must have only been from that roll. After pulling the fibers from the carpets of the same brand, they finally relented to allow me to pick something different, at a cost. I was told they have to eat the cost of installation.
My hardwood flooring. The chipping, peeling, buckling. Insisted it too, was my fault. I am cleaning them wrong they said. Wecker's told me to hire, and pay for an inspector. I did. The NWFA inspector found the problem to be installer related. I submitted this to the Attorney General. Wecker's disagreed with the NWFA report. Even though the Attorney General stood by the NWFA report, I then got another inspector for a 2nd opinion. He came to the same conclusion as the 1st inspector. The board that is buckling, there are no nails securing it. Weckers resolution was to reimburse me less than $1000.00. I have had to seek legal counsel to hopefully have this nightmare resolved, as Wecker's continues to refuse to take full responsibility for their business practices.

Review: Four months ago we hired Weckers to install a new kitchen floor. Due to some uneveness in the floor, Weckers attempted to correct the situation by applying leveling products. The problem was noticed but not mentioned to the us before any work was done. The end result after several attempts was the floor being left unfinished, three levels of flooring due to their attempts and us having to hire a new company after four months. The last visit was their attempt to remove the products they thought would work, did not complete this and we were left with an unfinished job. We had to pay approximately $500 for the new company to remove all the products and correct Weckers attempt at completing the floor. The salesperson and installer appeared to be helpful, but for four months we had no floor and no results from the company. The new company that we hired installed a beautiful floor in THREE days!Desired Settlement: I would like to reimbursed for the amount it cost to have a new company remove the products Weckers attempted to use.

Business

Response:

AUGUST 13, 2014DEAR [redacted],ON FEBRUARY 12, 2014 WE CONTRACTED WITH [redacted] TO INSTALL A LAMINATE FLOOR OVER HER EXISTING FLOOR IN HER KITCHEN. THE NEW FLOOR COST TO HER WAS $1,788.00. AFTER WE INSTALLED THE FLOOR SHE WAS NOT HAPPY THAT THE NEW FLOOR WAS NOT LEVEL. THIS WAS A FLOATING FLOOR THAT WENT OVER AN EXISTING KITCHEN FLOOR. BEING A LOOSE LAYFLOOR IT HAD MOVEMENT DUE TO THE CONDITION OF HER EXISTING FLOOR.W[redacted]S REMOVED NEW LAMINATE FLOOR AND ATTEMPTED TO LEVEL, HER EXISTING FLOOR AND RELAYED FLOATING FLOOR FOR THE SECOND TIME. CUSTOMER STATED THAT MOST OF THE FLOOR WAS BETTER BUT STILL DID NOT FEEL THEY COULD LIVE WITH THE MOVEMENT THAT WAS STILL EVIDENT, INFORMED CUSTOMER THAT THE CORRECTION NEEDED TO BE MADE TO THE JOIST AND THE PRIMARY SUBFLOOR. THIS WAS SOMETHING A BUILDING CONTRACTOR NEEDED TO ADDRESS NOT A FLOORING CONTRACTOR.FOLLOWING THAT CUSTOMER CHANGED TO A GLUE DOWN FLOOR OF VINYL PLANK, NEW MATERIAL WAS ORDERED AND THIS FLOOR REQUIRED NEW UNDERLAYMENT. UNDERLAYMENT WAS INSTALLED AND CUSTOMER STOPPED INSTALLATION FEELING THEY WOULD NOT BE HAPPY WITH THEIR SELECTION,CUSTOMER ALSO CONTACTED ORIGINAL BUILDER OF THE HOUSE TO HAVE FRAMING ISSUES CORRECTED. HOME BUILDER DID NOT AGREE TO MAKE CORRECTIONS. THIS IS A TEN YEAR OLD HOME. WECKERS REMOVED SUBFLOOR THAT WAS INSTALLED AND REFUNDED CUSTOMER ALL ?F ????R ?????.WECKERS COST ON THIS KITCHEN -ORGINAL LAMINATE FLOORING DISPOSED OF COST 618.03 -ORIGINAL INSTALLATION 592.00 LABOR -REMOVAL AND 2nd INSTALLATION 450.00 LABOR -ORDERED IN VINYL PLANK 716.40 -SUBFLOOR INSTALLED 105.00TOTAL COST INCURRED BY WECKERS FOR THIS KITCHEN FLOOR $2,481.00AT THIS TIME THE CUSTOMER WAS REFUNDED ALL OF THEIR MONEY, WE FEEL NO OBLIGATION TO SEND HER $500.00.MICHAEL H. W[redacted]OWNER WECKER’S FLOORING L.L.C

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:Weckers Flooring neglected to say that they actually knew there was a problem from the beginning, chose to ignore that and continue with the flooring. Both Weckers Flooring and me were disastified with the process. As a flooring company, they should have made me aware they could not correct the problem. I had ordered the new type of flooring from Wecker*s as they then suggested that the laminant flooring would never work. They tried several flooring levelers, which did not work, and then left my floors incomplete and did not return which prompted me to hire another contractor. The new contractor then had to charge over $500. to remove the products that Weckers thought would correct the situation. I was left with three levels of flooring and no schedule of return to complete the job.In the process, I have spoken to three flooring companies and was told that they would not even attempt to use the laminant on this type of floor. What it took four months to only accomplish leaving me an incomplete three level floor consisting of the bare base wood, the original flooring and the leveling products., the new company completed in three days with a result of a beautiful kitchen floor. This included one day of removing all the "trials' of flooring from Weckers. So, therefore, I feel that the charge of a change of flooring, the costs of trying to install products to level my flooring is not my problem. I also feel that since they abandoned me, I should be reimbursed for the extra $500 to remove the mess they left for someone else to clean up. The inconvenience of not having a kitchen floor and a downstairs bath for four months is ridiculous.

Regards,

Consumer

Response:

--------- Forwarded message ----------

From: Revdex.com of Metro Washington DC <[email protected]>

Date: Wed, Sep 10, 2014 at 4:45 PM

Subject: Fwd: Complaint ID [redacted] with Attachment

To: [redacted] <[redacted]>

---------- Forwarded message ----------

From: <[redacted]>

Date: Wed, Sep 10, 2014 at 4:20 PM

Subject: Complaint ID [redacted] with Attachment

To: [email protected]

I am attaching the document requested for the charge from [redacted] for the additional charges incurred by us,

Review: On May 7, 2012 we had our carpet delivered. We paid over $3,000 for the carpet and padding. We noticed in certain areas the pile was becoming really flat and not as tight as other areas. I contacted [redacted] at Weckers and he stated to have a professional come out and clean the carpets. On October 2, 2013, we had [redacted] come out and do just that. Needless to say, $157.94 later, the carpets still look the same. The gentleman that came from [redacted] even said to me that cleaning isn't going to fix the problem, that there is a problem with the carpet itself. I contacted [redacted] at Weckers carpet once again and he stated that he would have a representative come out to inspect the carpet. [redacted] came out, took some pictures and asked a few questions. I then got a letter stating that there isn't a problem with the carpet, which is absolutely untrue. I called [redacted] once again, and he said I could call customer service. I did so and the lady that answered the phone said that they can't help consumers, I would have to call Weckers and have them deal with it. I called [redacted] again, and he said he has a lot of things going on and will get back to me. I just want this resolved. It is absolutely ridiculous to get this run around. There is an obvious problem with the carpet and no one wants to help resolve it.Desired Settlement: I would like to have the carpet replaced with the same carpet as long as there is a guarantee that we will not experience the same problem. If that can not be done, I would want new carpet at the same price we paid, installed.

Business

Response:

The Revdex.com,

I am writing in response to a complaint we received from the Revdex.com, JD number [redacted]. I have reviewed the information sent in to us and below is our response:

On May 7th of 2012 we installed the consumer’s carpet, and over more than a years' time the consumer called notifying us that they were unhappy with the texture and appearance of the carpet in certain areas. We responded to the consumer that all carpet should be professionally cleaned every 12- 18 months and that this helps the texture retention of the carpet as well as overall look. After the consumer had their carpet professionally cleaned the consumer was still not satisfied with the texture and appearance of the carpet. We then filed a claim with the mill and set up an appointment for a professional inspection of the carpet to be done. This inspector was independent of Wecker’s Flooring Center as well as the carpet manufacture. The inspector went to the home and filled out the inspection form and sent it back to the manufacture. The manufacture then sent us a letter stating that due to the findings of the inspector there is no defect in the carpet that was installed in the consumers home (We have attached the letter from the manufacture denying the claim and stating no manufacture default). At this point we let the consumer know that the manufacture was not going to replace her carpet but that she could come into the store and make another selection and we would replace the carpet for her. On December 17th the consumer came into the store to take home samples to better select her new carpet. On December 18th the consumer made her selection of a different carpet of higher quality and expense. We are currently setting up an installation date with the consumer. The consumer will be contacting The Revdex.com citing that the issue has been resolved efficiently.

Thank you,

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,