651Carpets, Inc.

651 Carpets has been a wonderful experience for us. We had a great sales rep in Aaron and the process was smooth and the pricing was the best in town. In the last few years our family has had carpet installed in 6 different homes and we keep passing on the good word. This is the one call you need to make for your flooring needs.

Our granite manager has tried contacting the customer numerous times, and has explained to her that stainless steel sinks do not rust from water alone.  The sink was brand new at the time of installation and there was no rust on the sink.  If there is any type of discoloration or "rust" on...

the sink now, it would have come from an abrasive cleaner or something of the like.  We certainly want to have happy and satisfied customers, and that is why we have a checklist in place to go over the job in its entirety.  If there was a problem at this time it could have been addressed on the spot.  Again, we want the customer to be happy, so to accomidate we have even offered her a new sink at no charge (although there would be a labor charge to install it again).  We are still awaiting a call back to try and resolve any concerns.

I found this company through a flier with a coupon for carpet repair. I had a couple of wrinkles in my carpet that were the result of the pad shifting. Setting up the appointment was very easy. The repairman showed up on time and was competent and friendly. My wrinkles are gone. He charged me the amount of the coupon and it was a good experience. I would definitely use them again.

Initial Business Response /* (1000, 5, 2014/12/15) */
We are sorry to hear that you believe this is an issue... 651-Carpets advertises many different promotions and sales, and we honor all of them fully. We do not however combine any offers or promotions. It is clearly worded on our...

website saying either "not valid with any other offers" or "exclusions apply". We are sorry if the radio ad that was heard came accross in the wrong way, as we work diligently to make sure all of our ads are accurate.
When this issue was brought to the attention of the owner, he did talk with the customer and agree to give him both offers ($700) off of his price matched estimate to make the customer happy. The problem then arose when the customer would not provide the salesman or owner an estimate from a accredited retailer on official letterhead. This is the procedure that we follow for all price matches that we do here at 651-Carpets. For obvious reasons we can not take a customers word on an estimate or honor hand written estimates from non-retailers.
The other problem with the customer's job and estimate was that he wanted to use an old piece of carpet that he had to place in the basement. We never install product that we do not sell! This would be a huge liability if something were to go wrong, and 651-Carpets is unable to fulfill any such requests. The owner explained this to the customer in the best way possible.
All in all, we are confused why these negative comments were made and posted when we have made every effort possible to satisfy the customer? We will still honor the $700 discount (which is above and beyond what is normally done), but we need to have the official estimate from another retailer. We are also unable to install any used product that is not purchased from 651-Carpets. This is our company policy and it will not change.
We hope this can be resolved in a timely manner, and we hope the best for the customer if he decides to go a different direction...
Initial Consumer Rebuttal /* (3000, 7, 2014/12/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The facts as they have been outlined by the business did not take place and the offer to honor the ad was denied. There was never any mention or direction given in the ad to visit a web site.
I did in fact show the Salesman the written offer I had from a competitor, and the best he would do is go $100. less.
In my conversation with the owner, he infact invalidated the written quote I had stating that it was not from a Big Box, Brick and Mortar store. He would not honor any quote from anyone else if they did not have a store.
Conditions that were not outlined in the ad.
as for the additional work for carpet I do have, he originally told the salesman he would do it but then totally denied saying that in my phone conversation with him.
Ironically it was his company that was reluctant to leave a bid and the saleman just wrote the final price on the back of his business card.
His confusion only comes from the fact that his story has changed as well as his ad.

Final Business Response /* (4000, 9, 2015/01/09) */
As stated above in the business response, we are happy to match the pricing from other retailers and "brick & mortar" stores as long as it remains within the criteria of our price match policy for our company. These details are on our website for review. It is impossible to state all of these details and exclusions on the brief radio ads that we place. Any customer can refer to our website, call our office, or get details from a salesman at the time of their estimate...
Also, unfortunetly we are never able to install used materials for any customer. That is company policy here at 651-Carpets, and we can not waver from that ever. There are far too many liabilities that are associated with installing product that we do not sell...
We hope that the customer is satisfied with this explanation and the policies that we have here at 651-Carpets? We would love to help them out in any way possible in the future.

We highly recommend. Great job from start to finish with this company. The carpet has made such an improvement to our home.

Initial Business Response /* (1000, 5, 2015/04/07) */
This is a totally inaccurate statement from the customer... The quality products that the customer chose at time of sale were professionally installed and signed off on. The customer had a complaint about the seams being visible in the...

carpet and we had the subcontracted installers out there as soon as possible to make any repairs that were needed. The customer then called weeks later to see if he could get a repair estimate from 651-Carpets for damage that was done by [redacted] while moving appliances. We created an invoice for the wanted repairs for damage that was not done by 651-Carpets in any way, and sent it to [redacted] for processing. We have confirmation from [redacted] that they will be submitting payment to the customer for the needed repairs. Then after an invoice had ben submitted and approved by [redacted] the customer wanted to switch the repair work order to reduce the price. This was very confusing, but we agreed to take some materials off the repair order that the customer said he already had. Again, we were trying to make the customer happy throughout this whole process. This is a totally new work order and nothing to do with the original install or materials. We have no idea why the customer is trying to throw our business "under the bus" when we are only trying to help make the repairs that someone else caused? We have all proper documentation from the customer including, signed purchase order, signed install checklist, job completion sign off, estimate for repairs, email communication from [redacted], etc. We hope this can resolved and discredited before we need to take further action. We are always frustrated to see any complaint, but especially when it is totally unwarranted-
Initial Consumer Rebuttal /* (3000, 7, 2015/04/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This business is flat out lying. Not one persone from the business has been out tithe property to check the quality of the install, thy have only sent their sub-contractors. It's in the best interest of the sub-contractor to NOT make the repairs as they have to cover the costs. As for the carpet seams I was told by installers the seams would dissipate as the carpet "relaxed" after two weeks of waiting for the carpet to "relax it hadn't at that point my I callled 651 Carpets and made the request to have it re-examined. The sub-contractor came and said they could not do anything and the mill would agree. I asked for the mills contact to have them come look at it and they said they don't deal with that. After talking to both [redacted] and [redacted] their was no resolution just the statement that it is what it is. As for the tile that is being replaced they were charging the company that damaged 4sq ft of time for 17sq ft and only replacing 4 times. On top of that tjey were charging them for the tile and grout which I was supplying. This is not a good or even moral business practice. As for the "confusion" they wouldn't have any if they would take a proactive approach to their business. I will take this claim/complaint to the fullest possible to ensure it gets resolved in the correct manner. They claim to have the best warranty and stand behind their products and service I have yet to see either, rather seeing excuses and getting the run around. To be clear not one persone from 651 Carpets or "the carpet mill" have made an effort to reach out tosee this right, I have iniated all phone calls or emails. The calls have been answered with poor attention to detail and lack of follow up.
651 Carpets has been the worst buying experience in my history of buying consumer goods or services. No customer service, no communication, no effort made to remedy the situation. All in all the WORST experience.
Final Consumer Response /* (4200, 10, 2015/04/13) */
After talking with the business we worked out ALL of the issues and I no longer have a complaint! Please remove this from their Revdex.com score.

Carpet layers complained from the moment they walked into my town house. I was prepared to tip them 70 dollars apiece. They said it would take 2 days to lay the carpet. The finished in 6 hours. They moved a total of 13 pieces of furniture. When the replaced the lamp stands in the master bedroom they placed them over the heat ducts, also they replaced a bookcase up agaist the wall electric out let . I am 91 years old I cant correct that. They also penitated a electric wire to my air conditioner with a tack that cost me 269 dollars to correct.They also placed the control box to my sleep number bed between the base and matrass. I would never , never ever use the again. J[redacted] A[redacted], [redacted]

Hello, It is true that Justin and Pedro came back our home to assess the situation. We were happy with the visit and the proposed resolution. However, they are supposed to come back Friday 4/14 to address the concerns which makes this currently unresolved. The situation cannot be considered addressed when they have not corrected all of the problems. We were also not offered any compensation for the inconvenience of having to make three appointments to do the job right. Every time we had to stay home and rearrange our schedules. We are looking for a 10% refund considering the circumstances. Had I not been persistent with them, I don't know that I would have received a call back.

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

I am rejecting this response because:
Unfortunately, 651 Carpet is completely delusional!  They definitely misrepresented their quality of carpeting which is Bait and Switch. 651 Carpeting’s representative Robert [redacted] also did know that we had received numerous quotes for 58 ounce carpeting as we showed him the samples and quotes, which is why he said that their carpeting was “higher quality as it is 64 ounce carpeting for just a bit more money”.  With that information, we choose to go with the 651 Carpeting believing it was a much higher quality carpeting (i.e. 64 ounce).  We even argued the poor quality of the carpeting brought to the installation with 3 different people that morning stating this was not the quality of carpeting that was ordered!   Secondly, 651 Carpeting voided their own contract after leaving our house by physically altering their original documents without our permission in terms of changing the amount of carpeting and premium padding being provided for the set cost agreed to in the contract. In fact, we have 651 Carpeting’s physical documentation proving they altered their documents.  The contract stated we were purchasing 726 square feet of carpeting and premium padding along with the installation for a price of $2,904, but we received only 639 square feet of carpeting and premium padding that was installed for $2,904.  Subsequently, by 651 Carpeting changing the contract, they in turn profited by providing less product purchased per the original contract.   Yes, my wife did speak with their attorney [redacted] about reaching an acceptable settlement, which was to be $400 only after our attorney looked over the agreement.  However, it was made very clear to Mr. [redacted] that we would only sign a limited scope agreement which would only covered the different in cost of the carpeting and premium padding not provided for price paid.  Mr. [redacted] indicated that he understood this.  However, the release that was provided by Mr. [redacted] was a “general release” in which we would give up all other rights to any other claims (i.e., Bait and Switch lawsuit, Class Action Lawsuit, etc.), as well as it also indicated that we would be required to recant our statements to the Revdex.com and Attorney General, as well as anyone else we had spoken to regarding the case.  Unfortunately, this was unacceptable, so no agreement could be reached.    After further review of 651 Carpeting’s complaints through the Revdex.com and other reviews, this type of misrepresentation appears to be 651 Carpeting’s trend.  They lure people in by presenting a specific product style/quality/color, etc. and then switching it for a lesser quality/style/color, but then claiming ignorance.  I am also extremely confident that given the fact that they changed our contract without our knowledge with us learning of the changes by accident that they are probably changing numerous other contracts thus profiting in terms of product and money at the expense of their customers.  Subsequently, I have been in contact with the Attorney General, as well as sent off to them all documents and pictures to support our claim, which they were interested in.  I was also referred to the [redacted] Law Firm after review of all documents and pictures due to the concerns seen in the documents and pictures.  In fact, I have had a number of conversations with [redacted] since that time looking to see if this meets criteria for a Class Action lawsuit.  Additionally, I have been in contact with Professor [redacted] of the University of Minnesota Consumer Protection Clinic who has agreed to take the case after viewing the documents and pictures provided.    Subsequently, 651 Carpet could easily settle the $400 cost of the carpeting and premium padding that they did not provide to us that we purchased.  However, we will not give up our right to a future claim to a Class Action lawsuit for Bait and Switch due to the misrepresentation of their products.  It’s sad that a local company such as this tries to take advantage of their customers by promising a high quality product and a set quantity, but then providing a lesser quality product, altering their documents to profit from their customers, as well as not providing the agreed upon product for the cost paid.

I am rejecting this response because: The QC manager claimed he called the number on the work order.  We have cell phones which clearly have caller ID and there were no records of his cell phone number or the main number on my husbands called ID or mine for that matter.  If he had called my husbands cell phone or my phone for that matter no voice mail message was ever left.  The first contact was 2 weeks after.  I spoke with him directly and sent pictures of the tile/carpet.  He stated the grout was excess and they advise their contractors to not touch the tile which is understandable but the installers failed to even show or explain the issue to my husband.  We also never received any information on warranties etc.  All we received was a copy of the work order upon deposit and a piece of paper showing the balance. The fix they are offering would look tacky.   Plus the fact they are offering to come out for free?  Isn't that part of the warranty? Tell me they aren't lying.  We don't want to waste any more of our time taking off of work, that costs us. We do not wish to deal with this company anymore. I would like the complaint posted on their site, we aren't the first to complain.  Thank you.

This issue has been addressed and fixed by our Quality Control Manager... The customer has gone through the work and 651Carpets has remedied any issues.  We are sorry for any delay there may have been due to the incredibly busy time of the year.  Thanks again for your business-

I am rejecting this response because:The owner is NOT telling the truth.
The sink had rust upon installation that was covered in dust.I have spent way too much time with a company that is dishonest.Please post my information for other consumers to read so they realize what they would be dealing with should they choose to do business with his company.

Amazing, consciences, polite installers! Salesman was not pushy, just did an all around great job!

We are sorry to hear that the customer was not fully satisfied with their project.  We make every effort to assure that everything was up to the satisfaction of the customer, and that is why we had someone call the day after install to see how the job went and that the customer was happy. ...

After hearing that the customer was not fully satisfied, the message was then passed along to our quality control manager for review.  The quality control manager had called the customer numerous times to discuss the issues, and when the customer was reached they had agreed upon a date to have both the installer and quality control manager out to assess the situation.  The date of this meeting was chosen by the customer.  In the time since this complaint has been submitted, we have had that meeting take place and the issues that were in question have all been addressed.  The customer has been taken care of in full and the complaint is resolved.

Initial Business Response /* (1000, 5, 2014/09/02) */
We take all complaints very seriously, and we address every one to the best of our ability. That being said...It is our policy here at 651-CARPETS to always receive any remaining balance due before the job is completed. All customers...

know that a deposit is required and that they must pay before our installers begin the job. We make special orders for desired carpets and materials and that is the purpose of the deposit. We can not return the ordered products and can not refund deposit for this very reason. All of our installers are required to get the remaining payment before they ever start the job, and that is what happened in this instance. The installers showed up to the job on the date and time that was scheduled by the customer, and they were forced to leave after the customer wouldn't pay the remaining balance. We still have the customer's ordered carpet and we can install it as soon as the remaining balance is paid. As an alternative we are willing to use the prior ordered product for installing only the stairs for the $600 deposit that was taken. Again, we strive to make every customer happy and we are sorry for any confusion the customer may have had, but we must stick to our policies and procedures that every employee is required to abide by. I hope that this situation can be resolved in a timely manner-
Initial Consumer Rebuttal /* (3000, 7, 2014/09/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would like to use the $600 deposit 651 Carpets currently has and carpet my stairs only as they have said they would gladly do. However, I will need to change the carpet type to a brown plush to match the existing carpet in my home. Is this possible?
Final Business Response /* (4000, 9, 2014/09/05) */
Although it is against our policy to switch a carpet brand or style after ordering, we would be willing to switch to a selection from our available ruminants for the staircase. We have a great selection of ruminants, and we hope that the customer is able to find a great match. Again, this does stray from our policy of product ordering and deposits but we want to be sure that all of our customers are satisfied and happy.
Business Response /* (4000, 19, 2014/10/15) */
We have made every effort to resolve this case... We sent the customer a selection of different carpet options to do the stairs that were mentioned in the original complaint. When the customer called back to schedule the install she then wanted to change the order again by adding other rooms. We are willing to bend to accommodate to the customer, but we did have to charge a $125 trip charge to make the 90 mile trip again. The customer then hung up on us saying that she wouldn't pay...again, this was for a different job then the staircase that we would have done for the $600 deposit that we have from the original order. This has been a very confusing and time consuming customer, and we are not sure how to make her happy? It is of no fault of ours that she can not make up her mind or pay the remaining balance. We feel it is unfair that the Revdex.com is used as a forum to send negative comments to us or make us look bad. Again, we have made every effort to make the customer happy an to fulfill the complaint. We are not sure how to proceed?
Consumer Response /* (3000, 21, 2014/10/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While it is true 651 Carpets did send a selection of lesser quality carpet in an attempt to match the existing carpets in my home, why was this necessary? Because they demanded payment in full prior to completing a job, before quality could be assured. They presented to install carpet and expected payment before the job was finished. When I was uncomfortable with this and making phone calls to speak to someone about this, the installers left my home. In an initial attempt at resolving this case, 651 Carpets agreed to use a remnant they had to complete my staircase and try to match, as closely as they could, my existing carpets. After thinking about this in the comfort of my home and knowing I would prefer to have new carpets throughout my house, I decided to call them and see if the original order could, again, be honored. When I agreed to go along with paying before they completed the job and then wished to honor my original order, they added additional trip charges not required should they just carpet my staircase for the $600 they already collected. Further, when I asked about removing items from walls and closets and why this would be needed,they stated they will be sliding carpets down my walls and cannot assure me my house will not sustain some damage. None of this instills confidence to say the least. They ask how they can resolve this case? They can refund me the $600 they currently have and allow me to obtain carpet from another provider as they aren't willing to guarantee quality and have changed the details of the contract by adding additional charges despite my stating I would like my original contract honored. I continue to have reservations about paying for a job in full when it has not yet been completed but was willing to bend in order to receive the desired carpet.
In addition, although I may be a "time consuming customer" I believe much of the public would behave in a similar fashion should they find themselves out $600 with no product and no service obtained.
Business Response /* (4000, 19, 2014/10/15) */
We have made every effort to resolve this case... We sent the customer a selection of different carpet options to do the stairs that were mentioned in the original complaint. When the customer called back to schedule the install she then wanted to change the order again by adding other rooms. We are willing to bend to accommodate to the customer, but we did have to charge a $125 trip charge to make the 90 mile trip again. The customer then hung up on us saying that she wouldn't pay...again, this was for a different job then the staircase that we would have done for the $600 deposit that we have from the original order. This has been a very confusing and time consuming customer, and we are not sure how to make her happy? It is of no fault of ours that she can not make up her mind or pay the remaining balance. We feel it is unfair that the Revdex.com is used as a forum to send negative comments to us or make us look bad. Again, we have made every effort to make the customer happy an to fulfill the complaint. We are not sure how to proceed?
Consumer Response /* (3000, 21, 2014/10/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While it is true 651 Carpets did send a selection of lesser quality carpet in an attempt to match the existing carpets in my home, why was this necessary? Because they demanded payment in full prior to completing a job, before quality could be assured. They presented to install carpet and expected payment before the job was finished. When I was uncomfortable with this and making phone calls to speak to someone about this, the installers left my home. In an initial attempt at resolving this case, 651 Carpets agreed to use a remnant they had to complete my staircase and try to match, as closely as they could, my existing carpets. After thinking about this in the comfort of my home and knowing I would prefer to have new carpets throughout my house, I decided to call them and see if the original order could, again, be honored. When I agreed to go along with paying before they completed the job and then wished to honor my original order, they added additional trip charges not required should they just carpet my staircase for the $600 they already collected. Further, when I asked about removing items from walls and closets and why this would be needed,they stated they will be sliding carpets down my walls and cannot assure me my house will not sustain some damage. None of this instills confidence to say the least. They ask how they can resolve this case? They can refund me the $600 they currently have and allow me to obtain carpet from another provider as they aren't willing to guarantee quality and have changed the details of the contract by adding additional charges despite my stating I would like my original contract honored. I continue to have reservations about paying for a job in full when it has not yet been completed but was willing to bend in order to receive the desired carpet.
In addition, although I may be a "time consuming customer" I believe much of the public would behave in a similar fashion should they find themselves out $600 with no product and no service obtained.
Business Response /* (2000, 36, 2014/12/01) */
Hi [redacted],
I just wanted to say thank you for assisting me with the carpet install from 651 carpets. They placed the carpet last week and did a BEAUTIFUL job and I'm extremely pleased with the purchase and the installers that showed up. They were very polite and instilled confidence and did great work. Thank you again for helping me and Happy Thanksgiving!
[redacted]

The granite that was installed was shown to the [redacted]'s prior to installation, and after the installation was complete the job was then walked through and signed off on by [redacted].  There is no such thing as "scrap granite" and we would never install any product that was not up to standard.  Our inventory was never low on the product and we are not sure where the customer is getting such information.  Again, there is nothing wrong with the installation or product for this project.

Initial Business Response /* (1000, 5, 2016/01/27) */
We at 651 Carpets are sorry to hear that the customer is not fully satisfied. We 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 floor. This shows that 651 Carpets stands behind our products. At this time, the quality control supervisor also addressed a minor scratch on the kitchen cabinet that occurred during tear out. The 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 installation. The 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 issue. If there was any visible defect or problem with the carpet, we would have no problem replacing it immediately. At 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 denial. This is a normal timeframe and procedure for any company with a product claim. We always try to expedite the process as much as possible, but we are at the mercy of the mill when it comes to these claims. In 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 department. Again, we have made this claim with the manufacturer and are awaiting the report...
Unfortunately, we cannot comply with the demands requested by the customer. We have addressed all installation related issues and we have filed a claim with the manufacturer for the product. If the claim is approved by the manufacturer we will gladly replace it at no charge to the customer. We also can not compensate the requested amount asked by the customer for time spent waiting... it takes time to make repairs and order new product. This 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 possible. It is always saddening to see a disgruntled customer after we have made numerous efforts to rectify the situation. We will send over the claim report as soon as we have word from the manufacturer. Please 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, 2016
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 normal but he had no idea of what the lines were. Maybe the company should check with them as well. When 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 down. We have tested with the vacuum cleaner because we also thought that, but the lines are within the carpet and not from outside factors. We 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 carpet. They do not go away. What we want is the carpet replaced with non-defective carpet, without the lines going through it. My 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 stairs. IT 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 carpet. In 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 leaves. The offer from 651Carpets to replace the carpet at cost is something we object to because it was not wrecked when they started on it. There are no extra pieces of carpet to use to patch it either. At this time and in my opinion the family room carpet should be replaced by 651Carpets when they replace the upstairs carpet. In 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 2 days of install turned into over a week of stalls, no material with the first delay coming from incompetent installers. As of today it is now January 31, 2016 and they have not completed this project to our satisfaction, which is part of the statement they make in their advertising. It 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 days. Our 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/installers. Also 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 statement. The cost of the cleaning persons was $160.00.
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 company. As far as being in constant contact, this is not true; we have not heard anything for over a week until reading their outlandish statement. When 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 him. We 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 ([redacted]) cell phone [redacted], my husband will be having major surgery starting on Tuesday February 2nd and will not be available by phone. This 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 processed... If 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 issue... This was not even charged. As with any repair that we do, there are no guarantees. When 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 sell. Again, this attempt on the carpet repair was done to help the customer with a previous issue. We offered the customer an "at cost" deal on new carpet as another solution and to take care of the customer once again. We cannot replace the entire room because of a small repair on a landing that couldn't be fixed. This carpet is old and beyond the point of repair. We 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 done. Guarantees and warranties only apply to new products...
If there are any other installation regarded issues (metals) we will gladly take care of them. We have a Quality Control Manager in place for all of these type of concerns. Our 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 has. We will contact the customer when we have more information on the claim. We are unable to compensate anything when it comes to time invested to complete a project. This is an unreasonable request. Again, we are trying to help this customer with everything we can, and we are saddened to see the customer send in any complaints!

Awesome job and very quick!

[redacted] is a tough company to do business with. I 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 samples. He left me a business card before leaving. He told me that he would call me back to schedule the install. He never called me back.
Here we are a few months later. I called [redacted] again. They had a record of a sales person being sent to my house. They didn't have his measurements or estimate. So, I again had to take time off work and meet a second salesperson at my house to measure the room. This salesperson measured the room and told me that he would drop carpet samples on my porch the following day. That was on April 6th. It is currently April 25th, I never received the samples. I never received a call from [redacted] following up. Haven't heard anything from them at all.
I called [redacted] today to notify management of my experience. The lady who answered the phone told me a manager wasn't available. However, 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 manager. I 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 wrong. The manager that I spoke to at [redacted] didn't even offer an apology. He sure didn't seem interested in doing anything about my problem. He did mention that the Director of Operations from their company would probably like to hear about this. I left my phone number for him. He hasn't called. Big surprise.