651Carpets, Inc.

651carpets installed carpet in my basement on 10/13/& it was not to our satisfaction
We were told the install was scheduled for 8-on 10/13, my husband took time off work to be there when for the installation but they didn't show up until 5PM I called at 4PM & spoke to a employee Max who was placing the blame on the sales rep who gave me the estimate He was rude & unprofessional and basically said they were coming & had until 8PM to get there
Our bid included charges of $per room (2) to have our furniture moved but we ended up doing it ourselves as this install was delayed over hours When I contacted the sales rep for an adjustment he told me he only charged me for one room Today I was told that they never charged us?!
The carpet in the bedroom has a seam 6" into the room along the entry way rather than the back of the room where no one walks When I asked the installer about this he stated he wouldn't have the seam there but said it

I am rejecting this response because:
I am the owner of the residence in which the countertops were installed. I am also the individual that paid for the product. I should have been the person named on the contract and any communications should have been brought to my attention for my approval*** *** lives at my residence and does not pay me to reside here. This company needs to understand that they need to work with the person who owns the home as well as the person who pays for the services.Thank you

Recently had granite countertops installed in our kitchen The install team did a great job, clean, fast and it looks great! I would recommend them to anyone! (I was also very happy with the price)

*** is a tough company to do business withI had them out a few months ago to look at a room that I wanted to have recarpeted The sales person came out, measured and showed me some samplesHe left me a business card before leavingHe told me that he would call me back to schedule the installHe never called me back
Here we are a few months laterI called *** againThey had a record of a sales person being sent to my houseThey didn't have his measurements or estimateSo, I again had to take time off work and meet a second salesperson at my house to measure the roomThis salesperson measured the room and told me that he would drop carpet samples on my porch the following dayThat was on April 6thIt is currently April 25th, I never received the samples I never received a call from *** following upHaven't heard anything from them at all
I called *** today to notify management of my experienceThe lady who answered the phone told me a manager wasn't availableHowever, she said let me look for the manager, and put me on hold After a short wait, the phone was picked up by a man claiming to be a managerI told him my story I thought a business manager would have some interest in hearing about a problem that a customer had with his business I was wrongThe manager that I spoke to at *** didn't even offer an apologyHe sure didn't seem interested in doing anything about my problemHe did mention that the Director of Operations from their company would probably like to hear about thisI left my phone number for himHe hasn't calledBig surprise

Initial Business Response /* (1000, 5, 2015/06/02) */
The customer ordered a product and signed a contract that stated this was the choice they madeWe delivered the hardwood direct from the manufactuer for acclimation in sealed boxesThe customer then called saying that they think they
received the wrong product? Our company looked into the work order and saw that everything was ordered correctly and the correct product was deliveredWe also had the salesman go back to the customers home within hours to verify that everything matched up as far as their choice and the product codes on the hardwoodAgain, everything matched and was what the customer signed off on for orderingAll we can go off is what they wanted us to order on the contractWe can not return the product for a different color or style without a restocking fee if that is what the customer wantsWe had an installation date confirmed and ready to go, but the customer refused to use the materials that they purchased, so installation was not doneWe would be happy to install the product that the customer ordered in a timely matter, but we are unable to do so until the customer allows itAgain, we have given the customer the options that are available to them and are confused as to why there is a complaint about our company or service? This situation has been handled with all the correct steps and all people involved have discussed this at lengthUnfortunetly the customer is not happy with the options given, but these are the only options available for this caseThis type of situation is why we have signed contracts and suchWe would love to help the customer by installing the quality flooring that they received, but if we are forced to pick up the product and return it they will be charged the 50% restock fee as stated in the contract
Initial Consumer Rebuttal /* (3000, 7, 2015/06/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We did not received what we orderedThe sample the salesperson brought is what we requestedThe salesperson neglected to state that our floor would not be the same color as the sampleWe clearly told the salesperson we wanted the sample chosen and clearly specified we wanted light color woodIf the colors of the wood were going to be multi-colored then the sample should have shown thatWe even went to a few other stores and what they show as samples is what you getIf there was multicolored wood they showed that in the sampleOne wood flooring couple said that was totally unacceptable and stated it doesn't even look like the same wood as many of our friends and colleagues have stated as wellIf I go to a store and show them a sample of black paint and they give me grey, that is not correct - the same applies to this woodCarpets response was that the salesperson acknowledge it was what we ordered yet when he came the second time he said himself he realizes what we are saying and even the installer said it is not what we orderedCarpets response was for us to put the wood we didn't like in a place that is not visible or select the wood we did like, use that and order more - are they insaneWe did not receive the color we ordered off of the sample we were shownI'm attaching the pictures of what we ordered from the sample and what we received in addition to the correspondence we received to/from Carpets
Final Consumer Response /* (3000, 20, 2015/06/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The wood we received is NOT acceptable, it was not the color we ordered nor was it the qualityWe recently emailed Revdex.com and Carpets pictures of the wood with holes and had bugs in it with huge holes in the backCarpets refuses to respond to those pictures or the fact that they misrepresented the color of the woodArbitration it is
Final Business Response /* (4000, 18, 2015/06/11) */
We hope to resolve this situation as soon as possibleHere are the options that we have available for the customerIf they choose to not exercise any of these options we suggest arbitration
1- The customer can have the wood installed that they ordered and signed off on under contract
2- The customer can keep the current product and choose a different product sold by 651-Carpets to be installed; understanding that they will have to pay the difference for materials
3- The customer can cancel the order and we will return the wood for them at the legally binding 50% restock fee

Hired the company to install luxury vinyl planking (LVP) and carpeting, beginning with the LVPThey confirmed my install day beforeCalled after appointment time day of install claiming they did not have materials so did not come outCarpet was partially installed following day but was not completedAfter not showing up or calling on rescheduled days for LVP, I went and purchased products elsewhere and had it installed not by 651Carpets! Kept calling them with minimal response to have them come out and finish carpet install which they completely agreed with, and get refunded for the portions of the job they did not do and finishStill waiting for carpet install to be finished and happy to pay for itI have made many calls in and multiple voice mails

We are very pleased with our experience with 651Carpets! Our sales person did a great job providing us with lots of optionsOur capet was installed todayWe love itThe installers did a great job too!! The price and service all the way around was exactly what we hoped forCan't wait to get our new countertops now

Initial Business Response /* (1000, 5, 2016/02/01) */
We are sorry to hear that the customer thinks he was taken advantage of in any wayOur salesman came out to the property to show him a variety of products that we offerHe gave the customer numerous options to choose from both in
carpet and hardwoodA salesman does not know what materials are underneath the existing floor or what condition a homeowner's floor may be in under any type of floorThey are experts in their field of sales...they are by no means installersSalesmen do not carry tools to take up floors, and our company would never allow them to do anything of the sortNo customer would want their home to be left with a floor that has been taken up to see what is underneath the vinylImagine if the customer decided to not get floors from our company and the floors were taken up? This is the responsibility of the homeowner to either know or investigate what they need/want for their projectOur salesman only presented options to the customer, and then the customer decided which product they wanted
As stated in the signed contract by the customer (attached), a 50% non-refundable deposit is made for all ordersWe purchased the special order product for this particular project and when the installer arrived for installation the customer decided that he wanted to keep his uncovered wood floorsHe refused the installer to do any work and turned him awayWe still have the special order product in our warehouse and we are unable to return these goodsIf the customer would like to cancel the order and keep his existing floors he certainly can, but he would be obligated to pay the original deposit for the materials
We are confused as to why the customer thinks we run our business incorrectly, or that the salesman was doing anything other than trying to help the customer get the product he wanted at a fair price? We are very clear about our policies, and they are nothing different than "industry standard"No business would allow a consumer to cancel an order of specialty goodsWe have contracts and checklists in place for these very reasonsWe would love to install the flooring that the customer ordered, but he has made the decision to not allow usWe are actually disappointed in the fact that the customer is trying to tarnish our company name when we have done nothing wrong
We will not refund the customer the money for the deposit, and if he does not want to pick up the product he does not have toThis was offered as an incentive, as we normally would house the product and have to sell it at a discount when/if possibleAgain, the customer has the choice to either have his hardwood installed under the terms of the contract or he can cancel his order with a 50% restocking feeWe will deal with the credit card dispute in the same way
Initial Consumer Rebuttal /* (3000, 7, 2016/02/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am so sorry to hear that the company is still confused about my disappointment for not receiving a professional assistance on time from their flooring consultantThe company stated that "Our salesman came out to the property to show him (me) a variety of products that we offer." The company continued,"...He gave the customer numerous options to choose from both in carpet and hardwoodA salesman does not know what materials are underneath the existing floor or what condition a homeowner's floor may be in under any type of floor." Finally, the company concluded, "...They are experts in their field of salesthey are by no means installers"If that is the case, I am even more disappointed that the flooring consultant (this is his title, according to his business card) was only focused on selling me a product disregarding the fact that installation was also part of the dealI want to clarify that he was not selling me a piece of furniture that I could place wherever a wanted in my houseThe product that I was buying was going to be installed by the company in an area that he was supposed to study previously and make calculations about how to do it in a professional mannerIf the flooring consultant (now identified by the company only as a "salesman") didn't know anything about installation, the company should have sent somebody with that expertiseSomebody who could tell right away that there was already hard wood floor under the vinyl, without having to take up floorReal experts do not need to dig into floors to make an educated guessHe saw the other rooms in the second floor and noticed that they had hard wood floorHe recognized that in his work he had visited more old houses in West Saint Paul and that they shared similar featuresWith a minimum experience in that field, he should have suspected that there was hard wood floor in that room alsoThat is why, I wanted to hire a professional firm that was in a position of power to offer a piece of advice for its customer's best optionClearly the company did not fulfill that expectationThey seemed to be more interested in just selling their products and ignoring the implication of offering an installation service that requires a more careful calculation
I restate my initial position to cancel the order without owning anything to the companyIn addition, I still think that I deserve an apology for how upset this entire experience has made me feel
"I will never put my name in a product that doesn't have in it the best that is in me" -John Deere
Final Business Response /* (4000, 9, 2016/02/15) */
I believe that the customer is confused as to what the role or responsibility of the salesman is? Again, no salesman would know what is underneath an existing floor without taking it up to seeThis procedure is not expected (or condoned), and is impossible to do without the proper tools and risk of damage to the existing flooringWe have a variety of customers with requests for many different materialsWe offer products that the customer requests to seeWe replace, repair, and recover many floors with hardwood and other materialsWe have no idea what the subfloor is, or whether or not the existing materials underneath an existing floor are salvageable for any type of useWe would assume that the customer has already looked into the project they are requesting to be done?
Again, the salesman gave the customer options to choose from and the customer decided to go with new hardwoodThe price was given for the project and the customer signed off on the terms of the contractIf the customer would like to cancel the order, there is a 50% restocking fee (as stated and signed off on in the contract)The other option would be to have the original work order done for the hardwood installation for the contract priceThe company has done absolutely nothing wrong to this customer, and the company is extremely disappointed to have negative feedback on a site like Revdex.com-

We have been in contact with the customer numerous times and explained the process and details at lengthHer special order product is not something that we stockit is an imported product that takes time to be cut, packaged, and shipped (this was explained at time of purchase)The product is
currently in transit overseas, and there is nothing that we can do to expedite the delivery of productWe have explained this to the customer, and we look forward to completing the project as soon as we have the product availableWe have also installed the customers carpet portion of her purchase already to full satisfactionTo submit a complaint on delivery of special order product doesn’t make sense, but we certainly would like to make the customer happyWe also have given the customer other options of colors and styles if the timeline was an absolute necessityWe will be contacted the customer as soon as we have the product available for installThanks again for the review of this complaint-

I hired this company to put in granite counter tops, carpeting and plank flooring in my kitchen We were asked to put 1/down on the job and assured "you can back out at any time and get your money back" which was a lie We decided to back out after seeing several bad reviews and were referred to "DaveDirector of operations" Dave spoke with my wife and basically called her a liar sayng "our sale reps would never say you can get your down payment back" Our choice was to walk away from bucks with nothing or muscle through this We chose the latter and it was a huge mistake The person who came to the house to measure everything, measured the counter tops wrong (thanks for the big unsightly seam in our granite!) and if that wasn't bad enough they measured the carpeting wrong too The carpet layers they sent out, one could speak no English and the other very little, did a really bad job laying the carpet, screwed up the threshold from the carpet the to the kitchen flooring (which cost me another to get fix and done right by another carpet company)
If I seen these guys coming up the driveway to do any work on my house I would rather strike a match and burn it down
I would never let them darken my doorway again
Don't walk, run away from these clowns

We had purchased and paid to have Carpets install new carpet and LVT for our entryway on 3/30/We were contacted the day after by Jason, and he left my fiancée, Carla, a voicemail asking for our feedbackI called back as there are some issues with the installationI was told that we would hear back from him as well as Justin, their Quality Control person, since they were out of the officeWe did not hear back until we sent them an email again the following Monday
Below are some of the issues we have with how the installation was completed:
My fiancée had to go to Lowes and Menards to buy a suitable transition between the entryway and laundry room the day they arrived when she was very illThis could have been something we were told ahead of time
The transition is not secure and was installed in two piecesThe nextt morning, one of the pieces had already come off
There were carpet leavings everywhere, not just on the edges by the baseboardsThe crew brought a va

I had Carpets come out and install new carpeting on October 19th, The gentlemen that came to install our carpeting could not confirm that they had the right carpeting Told us we had to pay anyways up front It took them over hours to lay our carpeting We found massive cracks and gaps in our carpet padding that we purchased When they were done and we were putting things together we found all the damage The whole master bedroom pieces were damaged, a $chair was broken and the front storm door was broken I called the sales rep right away Monday morning (Robert) and he sent Andrew out to take pictures of the damage After that, I called Andrew and Robert daily and NEVER heard from the company They both kept telling me that they were putting calls in and speaking to management I finally called Carpets directly and reached Amanda in Customer Service She apologized and did not know anything about my situation They refunded $for the horrible pad a

We are certainly sorry for the miscommunication with this orderwe have since spoke with the customer and a full refund has been issued for the $1500. Our apologies again-

We ordered and had carpet installed from carpetsThey installers damaged our baseboard taking out chips of wood, there are also issues with the seamWe called customer service and sent pictures several timesAn installer has not been back to fix the seams in the carpet causing a safety issue as someone could tripNo one has contacted us regarding the damage to our property and customer service will not return my calls

We are terribly sorry for any inconvenience there was for the product coming in short. We tried to rectify the situation as soon as possible so we had sent out the carpet installers as soon as the remainder of the carpet came in. The transition piece was unfortunately on backorder, so we
had planned on coming back out to the customer's home when that arrived. The carpet if fully installed at this time, and we have the transition piece that is needed to complete the job in entirety. We have been trying to contact the customer to finish this project, but we are unable to reach him. Our Installation Manager and also the installers have left messages stating that we are ready to complete the job, but there has not been a return call. We are also waiting on final payment for the project. We will be patiently waiting to connect with the customer so that we can complete the job and collect payment for the project

In May I had Carpets install carpet in my living room witch has tile that borders the carpetLong story short the installer for Carpets did not use Cedar shakes to ramp up the carpet to the Height of the tileI called Carpets and talk to the Quality control guy about my carpet not being installed properlyAfter he came out and Inspected the carpet he then told me that the installer, installed the carpet to standardTwo days after he left my daughter cut her foot on the tileI then tried to call multiple times to talk to the owner and have yet to hear anything back from themI have posted multiple review on their Facebook page just to have them delete it offIf you value your money and kids feet Please do NOT use Carpets

DO NOT USE THIS COMPANY!!!!
Hands down the absolute worst company I have ever worked withOne of their employees came out to measure the property for carpeting and he arrived an hour and a half lateHe brought with approximately different carpet samples and then informed us that for their next day carpet installation as promised by their website you can only choose from colors they keep in stockSo we chose one of those carpets then the morning of installation the installers were supposed to be there by 9am and we get a text from one of them at 10am stating they are out of the carpet we ordered and are coming with a different one and will text us a picture of what they’re planning on installing - keep in mind we’ve painted the entire house based on the carpet we picked originallyWe told them not to come because we don’t want some random carpet that we don’t even know the color ofWe called the manager Amanda who was helpful and managed to get us an upgraded in stock carpet and installation for the next day scheduled tentatively for noon and she promised to send a picture of the carpet they were going to be installing next to what we originally ordered and to confirm a time for the next day installation but then I never heard from her againThe next day installers showed up at 10am hours early with carpet we’ve never even seen or approved and demanded to be paid right awayNeedles to say this company is a joke run by unprofessional people with no follow through

Initial Business Response /* (1000, 5, 2016/01/27) */
We at Carpets are sorry to hear that the customer is not fully satisfiedWe have remedied any problems that arose in a timely manner, and have been in constant contact with the homeowners to resolve any issues
The original
LVT floor that was in question had been inspected by our quality control supervisor, and he determined that we would replace the floor free of charge to the customer due to the imperfections in the floorThis shows that Carpets stands behind our productsAt this time, the quality control supervisor also addressed a minor scratch on the kitchen cabinet that occurred during tear outThe homeowner told our quality control supervisor that the cabinet was a non-issue and that he would paint it himself(We would gladly fix the cabinet if the homeowners choose to have our professional come out?) We had a different professional installer come out to replace the entire floor to the customer's satisfaction
The carpet that is in question has also been inspected by our quality control supervisor, and it was determined that there was no actual issue with the product or installationThe customer insists that there are "lines" in the carpet, but all that we could see to the naked eye (and in photos) were possible vacuum lines? This is normal, and not a product fault nor an installation issueIf there was any visible defect or problem with the carpet, we would have no problem replacing it immediatelyAt the customer's request we have filed a claim with the manufacturer to see if they can help? The claim process can take 8+ weeks to get an approval or denialThis is a timeframe and procedure for any company with a product claimWe always try to expedite the process as much as possible, but we are at the mercy of the mill when it comes to these claimsIn most cases the mill will have an independent inspector come out to evaluate the product and install, and then they process the information to the claim departmentAgain, we have made this claim with the manufacturer and are awaiting the report
Unfortunately, we cannot comply with the demands requested by the customerWe have addressed all installation related issues and we have filed a claim with the manufacturer for the productIf the claim is approved by the manufacturer we will gladly replace it at no charge to the customerWe also can not compensate the requested amount asked by the customer for time spent waitingit takes time to make repairs and order new productThis is an unreasonable request
We have thousands of happy customers each year, and we want the best for all of our customers! We have tried to help this particular customer as much as possibleIt is always saddening to see a disgruntled customer after we have made numerous efforts to rectify the situationWe will send over the claim report as soon as we have word from the manufacturerPlease be patient as this process does take time
Initial Consumer Rebuttal /* (3000, 7, 2016/01/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
January 31,
At this time there is still a problem with the carpet, the installers that were in our home also agreed with us as to the lines that are in the carpet and they are not vacuum lines, even the quality control supervisor responded after looking at the carpet that it was not but he had no idea of what the lines wereMaybe the company should check with them as wellWhen 651Carpets says it is vacuum marks, those would be straight lines up the hallway, they hallway is too narrow to go back and forth that is the way the lines are, across not up and downWe have tested with the vacuum cleaner because we also thought that, but the lines are within the carpet and not from outside factorsWe also tried someone else's vacuum to test to make sure it was not our vacuum and had the same results with the lines in the carpetThey do not go awayWhat we want is the carpet replaced with non-defective carpet, without the lines going through itMy question is the carpet that was sold to us, seconds? Also where the metal strip was placed to separate the foyer flooring from the carpet on the stairs, when the bar was put on it the installers have left carpet sticking out of it and it looks like we have a carpet ruffle on the stairsIT looks ridiculous and needs to be fixed
Another thing that is not being addressed by 651Carpets is the torn carpet in the family room, this was in the agreement to have it stretched for us, but when they tried to do it, they tore a hole in the carpetIn my life experiences you do not go into someone's home saying you will fix something and the company you hire wrecks it and just leavesThe offer from 651Carpets to replace the carpet at cost is something we object to because it was not wrecked when they started on itThere are no extra pieces of carpet to use to patch it eitherAt this time and in my opinion the family room carpet should be replaced by 651Carpets when they replace the upstairs carpetIn addition to that mess, where they left the carpets bars off, now there is the tack strip where someone can step on it, which is what my husband did the other night and cut his foot
The compensation is not for waiting for the warranty claim to be addressed, but what should have taken days of install turned into over a week of stalls, no material with the first delay coming from incompetent installersAs of today it is now January 31, and they have not completed this project to our satisfaction, which is part of the statement they make in their advertisingIt is for adjusting schedules, moving furniture to get ready only to have the company not show up on the first day to no shows on other daysOur time is just as valuable as the companies and I find this unacceptable that we should have to endure the inconveniences of the inefficiencies of their staff/installersAlso Dave the Director of Operations had told me via e-mail that we would be compensated for the extra help cleaning that we needed to have come in for the dust and mess that was left behind, this also was not part of his discussion when he sent you their statementThe cost of the cleaning persons was $
All we wanted was new flooring and now I wish I never would have had that thought at all to try this company and given our business to someone else, and would never refer anyone to this companyAs far as being in constant contact, this is not true; we have not heard anything for over a week until reading their outlandish statementWhen Brian the QC was here he had told Ron that Dave the Director of Operations would contact us when he returned, which was the past Monday, however still no contact from himWe are asking for fair treatment, to have the defective carpet replaced and replacement carpet in the family room, the strip on the stairs repaired and fair compensation for our inconveniences and time that we were dealing with contractors that were no shows and not calls
Any further communications from 651Carpets should be address to my (***) cell phone ***, my husband will be having major surgery starting on Tuesday February 2nd and will not be available by phoneThis was a major factor in our wanting this project completed prior to him having his surgery
Final Business Response /* (4000, 9, 2016/02/08) */
Again, this carpet claim is being processedIf we receive word from the manufacturer that there was a defect in the actual carpet, we will gladly come and replace it
As far as the torn carpet issue, that was a repair that was requested by the customer and was an "attempt" to fix an existing issueThis was not even chargedAs with any repair that we do, there are no guaranteesWhen we are working with old and brittle carpet we try to our best to make a "repair", but we cannot take responsibility for dated products that we don't sellAgain, this attempt on the carpet repair was done to help the customer with a previous issueWe offered the customer an "at cost" deal on new carpet as another solution and to take care of the customer once againWe cannot replace the entire room because of a small repair on a landing that couldn't be fixedThis carpet is old and beyond the point of repairWe do chargeable repair orders every day for customers, and they all know that any repair is not guaranteed beyond the craftsmanship of the actual repair being doneGuarantees and warranties only apply to new products
If there are any other installation regarded issues (metals) we will gladly take care of themWe have a Quality Control Manager in place for all of these type of concernsOur Director of Operations does not take customer complaint calls, and we believe the customer is confused as to whom she needs to speak with regarding her installation? We are doing everything possible to expedite the claim and to address any issues that the customer hasWe will contact the customer when we have more information on the claimWe are unable to compensate anything when it comes to time invested to complete a projectThis is an unreasonable requestAgain, we are trying to help this customer with everything we can, and we are saddened to see the customer send in any complaints!

We had carpet and flooring installed September 30th Carpet seams have started to separate and flooring seams are present and catching on materials on socks
We have called their customer service rep (Justin) to have someone come out and fix the problem before it gets worse
Justin said he would have to find out who did the install job and get back to my husband I called back and informed the person answering the phone with the names of the installers (my husband was present during the installations) Never heard back from anyoneI called back a third time and requested that someone return our call to discuss As of this date, we have not heard back from anyonePoor customer service foll

Pursuant to Wisconsin Act 201, the “Right to Cure Law,” I have informed Carpetsu of the my claim regarding the defective workmanship and product installed in my home beginning August 1, Since the time of install we have attempted on multiple occasions to seek remedy for the poor workmanship and product installation of which your representative, “Ozzy” & Chad, agreed was installed improperly and agreed did significant damage to other areas of my home, without successOn multiple occasions flooring has scheduled appointments to make repairs to my home, forcing me to take time off from work to accommodate 651’s scheduleOn two of those occasions 651’s repair person did not show upThe one time he (Chad) did show up no repairs were performed and he advised he would speak with his manager to make a plan on how to fix all the issues and contact me backThere has been no attempt since that time from Carpets to remedy this situationI have reached out several times