651Carpets, Inc.

We ordered and had granite counter tops installed in our kitchen There were multiple issues with installationWhen contractor pulled old backsplash off he destroyed walls so he was unable to put new back splash on, we did not get promised size of counter top, there was a large seam in the middle of the counter top(Which we were told would not be noticeable) and two pieces on the same counter did not match upWe were told it would all be replacedJim the granite manager told us our sales person was not experienced leading to many miscommunications Now, we've been promised new counter tops and no one will call us back(We have made many calls to Chad, Jim, Amanda and left messages and texts and nothing in return)I asked to speak to owner and was told he does not take calls

On Aug29, the said company installed new countertop in my home While installing the counter top the installer ruined my existing back splash , which was not being replaced at present time Because of this I now have to install new back splash on one wall The installer also scratched my new stainless steel stove The negligence of their installers was entirely the reason for these mishaps, resulting in my having to invest in new back splash and ordering a new panel for my stove I contacted their customer service on the same day of the installation and advised them of the problemsI have had to leave messages on five different occasions to try and resolve this issue A manager finally came out two weeks ago and looked at the problems He agreed that these things should not have occurredAs to date they will not return by call to see how they are going to correct the problems Whenever I call now they always tell me the manager has just left on three different occasio

I have used this company on over projects a year since I have never had a bad experience

We ordered carpeting from CarpetsWe gave them dollarsWe signed their contractWe looked into the quality of the carpeting and wanted to upgrade.We were told ourcarpet was already cut and could not do that even though we were scheduled weeks laterI have never heard of a company that won't let you spend more moneyWe decided to get the carpet we orderedWe were scheduled for May 5thWe were contacted May 4th and were told they had a flood in the warehouse and we would have to reorder the carpetI then was told I could get a different carpet if I wanted it installed that weekendI found that strange if all the carpet was damagedI told Max I would call my husband and check with himMax then left me a message that they had found s roll and it was was what we ordered.They came out to install the next dayIt was not the carpet we orderedI have read at least complaints against this business very similar to mineI have been so upset with the treatment we hav

We decided to go with 651CARPETS for completing our entire lower level of our townhome Went with carpet in the living room, and LVP throughout the rest of the downstairs We were actually charged for the completed project and I had my first bill before even being called with scheduling a time or starting Should have realized that was a problem from the get go We were called the night before the first of two days scheduled for the project and were told someone would be there from 8-to start My wife took a day off for that day, as I would for the next When no one showed up or called by 11am, she called and was informed they were just going to rush through it and do it all the next day Huh? I was assured everything was going to be completed then, but never was After starting to tear out the sheet vinyl, the two man crew decided they did not want to do it, although I paid for it We would have just kept it, and just got the carpeting in the living room, but they already

We have contacted the customer and are making the requested repairs... Unfortunately dings and scratches are part of most installations and construction projects, and our signed checklist clearly states what may happen at time of install. We have spoke with the customer and have
decided that the dings in the wall were excessive and that we would have them repaired at our expense. We are sorry for any inconvenience, but we are happy that we could satisfy the customer's request. Thanks again-

I am rejecting this response because:
We have been in contact with this customer, and have tried to help out as much as possible***: They haven't done anything to helpThey don't return phone calls
Our Quality Control Supervisor has been on site at the home, had numerous phone conversations with the customer, and has explained the situation at depth***: This is an outright lieThey never went to the home to look.
651Carpets sold the customer vinyl flooring in March of 2015, and it was installed in April of 2015. The customer asked that we "loose lay" the vinyl flooring and not use glue to adhere the floor. We told the customer before any work was performed that this is not the proper way to install the floor and that we were not comfortable doing the floor in this fashion.
***: Another lieI requested a loose lay product and they accepted this and never said anything about not guaranteeing the job and the paperwork I received says nothing about this Their salesman and their advertising says 100% guarantee.
Again, he insisted that we install the floor in this manner regardless of any manufacturer or installation warranty voids. We at 651Carpets offer a lifetime installation warranty, but not when the floor is installed different than our company standards (customer's request). The customer is now having some issues with his "loose laid" floor just as we had warned before the installation, and now would like us to come out and re-install the floor. Unfortunately, we are unable to honor this request without a charge for the labor to be performed***: If they had told me they wouldn't guarantee the job, I wouldn't have used themInstead, their guarantee is their selling point that they pushedThe manufacturer verified that it is a loose lay productThis house had a loose lay vinyl in it for years with no problem and I have another home with a loose lay product that is years old with no problem.
The fact is that the first time they installed the carpet and vinyl the workmanship was so bad (including using duct tape to make a seam in the vinyl) that they had to previously replace 100% of the vinyl in the kitchen, eating area and two bathrooms, replace the metal vinyl to carpet transition piece that had rough sharp edges and make repairs to the carpet

We are unaware of any lapse in registration with the department of labor for our subcontractors Any subcontractor that we bring on to do work must have a valid registration with the department of labor and the secretary of stateThere may have been a processing error with the subcontractor and the department of labor possibly? Our company has no "violations" of any sort, and Justin surely was not trying to cover anything up by having the installer take responsibility for the repairs We have tried to help the customer in a variety of ways to make any necessary repairs, but she will not allow us to help her We will not be any part of a shakedown or have accusations about our company broadcast Any further communications can be done through a lawyer or arbitration

We apologize that you feel you have been misled with placing your orderWe understand that you paid us a deposit of $to pay to order your product on 9/26/We have left you two voicemails to schedule your installation--10/2/(12:41pm), and another follow up call again on 12/13/
(12:17pm) after receiving no response from the first initiated callWe value our customers very much and are very diligent about returning contact with them.We presume that you may have an invalid number that you may have been calling, as we record all of our calls and show no records for a callback to schedule installationThe call we received from you was on 1/4/in attempt to cancel your orderI assure you that we would make haste to return your call if we had any record of your attempts to reach us to schedule installationWe also apologize if you've had trouble getting in touch with your sales representativeWe will make sure to get in touch your representative and make sure they're answering and returning all of their phone callsWe specifically remember the conversation on 1/4/and are more than happy to write our solutions again hereWe've used the $deposit to order your productUnfortunately we wouldn't be able to cancel without penalty (the 50% restocking fee would occur as stated on the bottom of the signed work order)Our ultimate goal is fulfill the original order, and we would love to be able to set your installation date and deliver your productThe remaining balance would then be due on the date of installation. If you're not ready for your installation to occur, then we will hold your product as this is another option we would be more than happy to accommodate withI hope this resolves your concernsWe would love to hear from you when you've made your decision!

We have been in constant contact with the customer, and have been more than flexible with their order. We have allowed them to change their order and have tried to accommodate as much as possible, but the accusations that they are making are completely false. We would never change a
product out from what was ordered by the customer. We did have a unfortunate flood in our warehouse from a water line break that ruined a lot of carpet (including the cut orders for jobs), but the carpet that the customer ordered and signed for is a "stocked" product. We opened a new roll that was unaffected by the water damage and cut the job specific to size for them again without any problem. The install date that was requested was kept and we showed up to install, but the customers would not allow the installers in and told them to leave. This created a lost day of work for our installers and the job not to be completed. Our quality control manager also spoke with the customer and assured them that the carpet that was brought out for installation was exactly what was ordered. We matched it up with the sample board, and it is 100% a match. We are now left with the customer's carpet that is special cut for the project, and we are also forced to pay the installers for the day of work after getting refused on site. We certainly want to service the customer and install the carpet, so we are willing to waive the trip charge and come back out. We cannot refund any money as wwe have done nothing wrong. There would normally be an additional charge to come back out to a project after installation confirmation, but we will waive that as promised. We look forward to hearing from the customer to set their installation date soon. Thanks again for reviewing this matter-

Very Very Bad CompanyI hired carpets to do two jobs in my homeInstall granite counter tops and luxury vinyl flooringWhen the salesman comes to your home he will push to do the free financing, DON'T DO IT! you will have no leverage at this pointI did it because I didn't want to pay the guy half down at the timeThe other clue this is a bad company they make you deal with the installation of everything you want to have doneOnce the salesman makes the sale, he will never help you againEveryone you talk to at this company will lie to youI can't even tell you how many lie's I was toldThey ran out of my floor, they told me they would be back in the morning to finishCome to find out they all knew they had to order more flooring from the Mfg and I didn't get my floor done until two weeks laterThey left my floors unfinished, appliances in the middle of my living room nails sticking up from the floor, because I had a real wood floor they tore outThey left my trim molding outside, in the garage, down the basementWhen I called them the next day they told me they would be out later that day, knowing full well they didn't have the floorWhen they finally did get the floor in, they sent one person to finish who had no idea what went whereSo they had to get the original crew to come back the next day to finishI can't express enough, Very Very Bad Company!

On 7-9-Installers came to our house to install the Granite countertopsWhen they were finished they told me that they ran out of clear sealant for the countertops and that I would have to go purchase my own from Home Depot...we paid in full alreadyWe complained to the company that we will not be purchasing our own and that they need to come back to finishOn 7-18-we had installers from 651Carpets coming to install our LVP floor, the granite installers also came to finish their jobIn the end, the LVP floor installers told us that they ran out of the floor and that they would have to come back to finishWe called multiple times and no one would contact us back about our floorFinally, on 7-31-we got ahold of someone and got it set up where they would come on 8-1-to finish the jobI had appointments that day that I needed to leave for by 11:AMOn 8-1-they told me that the installer would be there at AM to finish the flooro'clock came and I called the comp

Will, the sales rep, provided and helped select carpet sample that matched the carpet in the adjacent room with my husband When Will completed the purchase order with the wife, he reassured the wife that it was the matching color for the carpet in the adjacent room and the one selected with the husband Upon delivery, the carpet was not a match but we were told that we should install it and then resolve the issue later with Will and 651Carpet
We called Will after the install - same day Tuesday but have not heard back from him We called 651carpet on Wednesday and received a call today from a representative demanding the balance be paid No call from Will as of Thursday We requested that Will return to show us the samples for the husband to confirm that it is the same sample that they had been shown and discussed vs the one that does not match
We are happy to pay the balance, we just want confirmation that there was no bait and switch or that the carpet ordered by Will

Granite counters were installedThe installers did an excellent jobIt was a little rainy so they setup their saw in the driveway even though they were informed they could setup in the garageCarpet installedLooked greatVynal plank flooring installedLooked ok when all was done, but was not a professional jobThey set up their saw inside the house and made all their cuts insideYou can imagine all the sawdust that spread throughout the house! The flooring was laid right over the sawdust on the floorWhen it came time to reinstall the trim the person pulled all the nails out and dropped them in the newly installed carpetWhen he left we spent hours picking nails out of the carpet and cleaning the entire house from all the dust that spread throughoutWord to the wiseIf someone brings a saw in your house kindly help them carry it outside were they should be making their cuts

My experience was not positive at all Job was fast done, but quality was not goodYou can feel nails and bumps underneath the carpet, wooden plinths were left laying in one bedroom, no check list was left for us to go throughAdvertisement says that if you order carpet for $or more, pad, stairs and installation is free I got $order, and they told me that I am not eligible for that deal When I called to complain about job done, I got no call back I will never go back and will never recommend this company to anyone

We have been in contact with this customer, and have tried to help out as much as possibleOur Quality Control Supervisor has been on site at the home, had numerous phone conversations with the customer, and has explained the situation at depth.651Carpets sold the customer vinyl flooring in March
of 2015, and it was installed in April of 2015. The customer asked that we "loose lay" the vinyl flooring and not use glue to adhere the floor. We told the customer before any work was performed that this is not the proper way to install the floor and that we were not comfortable doing the floor in this fashion. Again, he insisted that we install the floor in this manner regardless of any manufacturer or installation warranty voids. We at 651Carpets offer a lifetime installation warranty, but not when the floor is installed different than our company standards (customer's request). The customer is now having some issues with his "loose laid" floor just as we had warned before the installation, and now would like us to come out and re-install the floor. Unfortunately, we are unable to honor this request without a charge for the labor to be performed

Initial Business Response /* (1000, 5, 2015/10/14) */
While we are sorry to hear that the customer is not totally satisfied with the granite countertops, we stand firm that they have received exactly what they were shown, signed ofor, approved, and paid forWe only sell one thickness of
granite counters and our sales staff only carry one thickness of granite samplesThe customer knew this was the product that was going to be installed and that the price was reflective of thisOur signed contract shows clearly that it is "2cm" granite that was purchasedThere is no issue with quality of the product eitherWe offer a great product that is very high quality and beautifulWe have many happy customers every day we install this exact same graniteRegardless, this granite was brought into nthe home of the customer and the customer accepted the product to get installed the day of installIt was not until after the project was complete and a few days later that the customer had a complaint about the productWe helped this customer in many ways from an expedited installation date to the rock bottom pricing that was offered
Our granite is not a sealed product, but we do offer this at an additional costThis is a very simple process that must be done to all granite products and is as easy as washing your windowsWe recommend buying the sealer at any home improvement store and putting it on every 6-monthsAgain, this is procedure
At this point there is no way to give any discount or reimbursementWe have installed the product that was chosen and signed off on in a quality mannerIf there was an issue with the install we can come out and make any needed repairs? Again, this is the exact product that the customer chose, had in their hands, approved day of install, and paid forThank you again for your business-

Initial Business Response /* (1000, 5, 2015/06/02) */
The customer stopped our installer while he was installing the hardwood flooring that the customer choseThe customer thought there may be a problem with the hardwood that was purchased so our installer stopped immediately and reported the
incedent to our officeThe customer called in to express her disinterest in the product and her thoughts on how the product was faultyWe immediately gathered information on the product and had the manufacturing representitive come out to the customers house to see the materials in questionHe made notes that the wood looked great, but did have some possible overwood on the jointsHe sent in pictures, actual boards, and a report to the claim department for the manufactuerWe expedited the claim as much as possible to help the customerWe had a report sent back to us in a week (which is very fast for a claim) saying that all of the boards were within spec for the product and that they would not claim the product as faultyUpon hearing the news that the claim was denied the customer had no other options besides continue to have the floor installed under the terms of the contract or to have the product returned with a restock feeWe have worked dillegently to help this customer out, but there is nothing more we can do after the claim is denied and the manufactuers inspector finds the product to be of proper qualityThis is the same product that customer chose and signed off on when purchasingWe at 651-Carpets have taken all the necessary steps to make a claim on what the customers thinks is a defective material, but all research and inspectors have deemed the product within spec and of great qualityWe would love to install the flooring if the customer so chooses, but they will not allow us to do soTo say that our customer service is lacking is untrueWe have gone through all the proper procedures to file this claim, and because the customer has made a dispute with the credit card company we are now no longer able to stay in contact with the customerWe always strive to please our customers and it is sad to see that the blame on this case is being put on our companyAgain, we would love to install the original flooring that the customer agreed upon, signed off on, and purchasedThe only other option would be to pick a different product and pay the restocking fee that is stated on the contract and work orderHere are the final options available to the customer
1- Have the wood installed that was ordered and signed off on by the customer
2- Choose a different product, understanding the customer will have to pay the difference in cost plus any restocking fee
3- Cancel the order and we will return the wood for them at the legally binding 50% restock fee
Initial Consumer Rebuttal /* (3000, 7, 2015/06/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Purchaser/Home Owners - *** & *** ***
Sales Representative - Dan ***
Contacts - Dave & Brad
*** Representative - Craig
Chronological Order of Event:
Monday, May - two installers arrived at our home in the morning to install the wood
Monday, May - 5pm - installers get ready to leave for the day; at that time *** (plus a visitor at our home) viewed what had been laid (approximately 1/of the floor)Upon looking at the floor we quickly noticed irregularities in the flooring including wide gaps and level issues in the jointsUpon noticing this we called the primary installer back into the homeHe looked at the flooring and agreed; stating that he felt there must be some type of a manufacturing issue*** stated if that was the case to please remove the uninstalled wood and not continue with the installation the following day
The visitor to our home can corroborate the above statements made by the installer
Monday, May - at approximately 5:30pm - *** called our sales representative, Dan ***, and Carpets to report this issue
Tuesday, May - AM - installer called ***, again stated he felt there was an issue with flooring and said he'd come back out that day and pithe unused wood
Tuesday, May - AM - *** called the manager of wood installation, Dave, to see how the problem was going to be handled; he said he'd call back later that dayWe never received a call-back
Thursday, May - AM - *** called Dave, he said he'd have someone from *** call us*** then received a call from Craig at *** and the appointment was scheduled for him to come to our home on Friday
Friday, May - 8AM - Craig from *** Flooring came to our home; he acknowledged that the small portion of the flooring that was laid did not look right and he too said it may be a factory milling problemHe took several pictures (including setting a business card flat on the ground to show how unlevel the flooring was), and took samples of some of the remaining flooring to send into ***
During this meeting with *** we indicated that at the time of purchase we'd requested, through our sales person Dan ***, a high-quality woodCraig indicated that this was a mid-range product within their offering(This comment was very disconcerting to us as we'd been told by Carpets this was a 'top of the line' product.)
Based on this it became clear that we'd been misled by Carpets from the beginning of our purchase process
Craig advised us that he would stop by the Carpets office that morning to discuss the issue and that someone would be back in touch with us that day
*** & *** were both at this meeting and can corroborate what Craig said
Friday, May - Tuesday, May - we had no communication from Carpets despite being told from Craig that either he or someone from Carpets would contact us on Friday, May
Tuesday, May - AM - *** called Dave to inquire on a statusAt this point we were more than one week into the problem and communication from Carpets was weak and we were becoming very frustrated with the lack of progressWhen *** spoke with Dave he indicated that they needed to wait for the claim from *** and there was nothing they could do until that time (he was not able to provide a time frame)*** stated that we did not pay *** for the services, and that we felt it was the responsibility of Carpets to resolve the issueWe are unable to get them to acknowledge this and the call ended without any resolution
Tuesday, May - 3PM - *** attempted to contact Dave; he was in a meeting and *** was told to call back after 4:30PMAt 4:49PM *** called back and spoke with Brad asking for a timeframe and what our options wereBrad said he would relay the questions to Dave and he would call *** after 6PM
Tuesday, May - 6:22PM - Brad called *** saying he was asked by Dave to call; Brad said all he could tell us was that a claim had been filed*** asked again what that meant exactly (specifically timeframe and options) - Brad said in a raised voice to *** that he could not answer that, he was only the messenger*** voiced the concern about the wood being mid-range (not top-of-the-line as sold to us) and Brad said they "don't deal with high-end homes"Brad said there was nothing else he could do and once again the exchange ended with no resolution
Tuesday, May - 7:17PM - *** spoke with our sales person, Dan *** explained that he was highly upset, specifically with the following points:
Lack of response
No time table for resolution
No offer of different options
The product we were sold being mid-range, not high-end as requested/sold to us
Overall lack of accountability being taken by Carpets
Having Dave and Brad raise their voices to both *** and ***, becoming defensive rather than listening to our concerns
Dan acknowledged that this was not a proper way to deal with customers and that he would be at Carpets at 9AM the next morning to meet with themHe said he'd contact us after the meeting
Wednesday, May - Dan left a message for *** asking her to call backShe did so immediately but did not reach Dan and left a message*** tried to call Dan several times after leaving the message but he did not answer nor did he return the call
Thursday, May - evening - *** called Dan and left a messageDan never returned this call
Friday, May - 2PM - *** left message for Craig at ***No returned call
Saturday, May - As the problem had not been resolved, nor was a resolution was close, we had no choice but to refute all charges through our credit card company as our payment was dueAt this time the credit card company and *** attempted to call Carpets to review the matter and seek resolution but the customer service representative who answered could not get anyone in the HQ office to take the call
Tuesday, May - 4:58PM - *** called Craig; he advised that *** said that the milling was within specs and the claim was denied
Wednesday, May - morning - Dave called *** to advise the claim had been deniedShe asked if possibly it was an installation issue - this possibility has never been addresses
Dave offered no options other than us paying a re-stocking fee to have the same wood brought back so they could continue laying this product*** said that was not an option and asked that someone from Carpets come out to look at the floor - this request was denied
She then attempted to invoke the policy they advertise on the radio stating "100% satisfaction guarantee, or your money back" and was told that policy did not apply to this product: Once again the called ended without resolution
Wednesday, May - 11AM - *** called Dan and received a text back saying "sorry, I can't talk right now"; *** replied with a text saying he'd left a voice mail message and asking him to call backDan never called back
Wednesday, May - 11:03am - *** left a message for the owner of Carpets, Brett, to call him backNo response
Wednesday, May - Afternoon - filed a claim with the Revdex.com
Wednesday, May - 6:30pm-7:00pm - *** sent Dan a series of text messages with pictures and a video of the floor; and once again asked him to return our call or come to the home to see the floorNo response
Monday, June - *** sent emails to Dan and Carpets requesting someone come to our house to view the floorWe asked for a response by June No response was received from either email
Conclusion:
We've made every attempt to try and resolve this issue with Carpets but they have completely ceased communication with usWe are exceedingly frustrated and surprised with their overall poor customer service including the following:
Lack of response; poor communication
No options given
No representative from Carpets seeing the product
Being defensive and overall uncaring attitude to satisfy this situation or listen to customer questions and concerns
In the fall of we had Carpets install carpeting in our entire upper-level and have been satisfied, even referring people to Carpet that did purchase from them
We have videos and pictures showing the issues with this floor
Lastly, we have been living with plywood flooring in our living room, dining room, and main level hall way for one month with no resolution in site; this is completely unacceptable
Final Business Response /* (4000, 9, 2015/06/11) */
We hope to resolve this situation as soon as possibleHere are the options from which the customer can chooseIf the customer does not want to excercise 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 return 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 and the restocking fees
3- The customer can cancel the order and we will return the wood for them at the legally binding 50% restock fee
Final Consumer Response /* (4200, 12, 2015/06/16) */

We have used 651Carpets twice in our home Once for laminate flooring and recently installed carpet They did an awesome job The salesman that came to our home knew just what we were looking for and the installers were great They were on time, put down drop cloths as to not track in dirt and cleaned up and vacuumed upon completion We have rooms in the house left to do and plan to use 651Carpets again Would recommend them to anyone!

We ordered carpeting from CarpetsWe gave them dollarsWe signed their contractWe looked into the quality of the carpeting and wanted to upgrade.We were told ourcarpet was already cut and could not do that even though we were scheduled weeks laterI have never heard of a company that won't let you spend more moneyWe decided to get the carpet we orderedWe were scheduled for May 5thWe were contacted May 4th and were told they had a flood in the warehouse and we would have to reorder the carpetI then was told I could get a different carpet if I wanted it installed that weekendI found that strange if all the carpet was damagedI told Max I would call my husband and check with himMax then left me a message that they had found s roll and it was was what we ordered.They came out to install the next dayIt was not the carpet we orderedI have read at least complaints against this business very similar to mineI have been so upset with the treatment we hav