651Carpets, Inc.

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) */

carpets installed a stainless steel kitchen sink that I purchased from them as "new" but it has rust on it
I have tried directly contacting them to have them install a new stainless steel sink WITHOUT rust but was not successful
I then tried to have the issue corrected through my MasterCard which was also unsuccessful as all carpets had to do was "respond" to my complaint, which they did- by accusing me of putting "dye" in the sink
They also noted I signed checklist after installation but I informed that when the workers left my countertops and sink were full of dust and I could not see the rust until I had my plumber out to connect the pipes so I could clean the dust out of the sink
I immediately contacted them once the rust spots were visible
So the checklist I signed should actually be null and void as I could not see the finished product due to the dust
I am only asking for what I paid for which is a new stainless steel sink WITHOUT rust
Being a business own

I hired 651-Carpets to install new Vinyl flooring in my laundry room in my homeA person from the company contacted me, to let me know that the company would be out on Friday 7/after 9:to complete the install
Well the first issue started with the installer, he called my home at 7:A.Mand woke my whole house up
Next problem was I could barely understand the person, he didn't speak English at all I can't believe this company sends out people that cannot speak EnglishLet me tell you how frustrating that was
Next problem was when he showed up he was by himselfHe was contracted to move a dryer and wash machine with the installThere should have been people here
The installer asked me for payment before he started the work, very unusually
When the installer moved the washing machine back into place, he cut up the vinyl, and he told me he couldn't move the machines back anymore to where they should be, so he just left them in the middle of the f

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

This vendor was not professional to work withWe had jobs for them to completeThey used subs for all and the subs showed up confused on the job structureWe had to provide sub with a ladder, tools and a shop vac (for a carpet install!)The job was quoted to be 5-hours by different schedulers and they took hours, in a vacant propertyOn a different job, the carpet install was scheduled and confirmed only to receive a call the day of the install (one I took off work for) to hear they didn't know where the carpet was and couldn't do the install that dayAmanda attempted to make it right on the first issue, but once the second issue came up, she's been unreachableI call the office and sit on hold, or get rolled to a dispatch center where they have no idea what's going onI would NOT recommend this company for any workCan't believe they bothered to join the Revdex.com when they deliver such terrible service experience!

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

We are sorry for any confusion there may be, but we have never cancelled any order for this customer. When our installers arrived at the home for installation they recognized that the floor was not level and there were issues with the subfloor. We cannot install the materials purchased
correctly until the issues with the home subfloor and construction are addressed. Our installers were taken off the job site and were waiting for the home to be "project ready" to come back. We were under the impression that the customer was having a construction crew out to fix the issues? We still have the materials warehoused for the project, and we were waiting for the subfloor issues to be corrected by the customer to set a new install date. At no time did we cancel the order as we had already purchased the special order materials and even had installers go out to the project. If the customer would like to cancel the order there would be a 50% restocking fee as clearly stated in the signed contract. Again, we assumed the customer was addressing the subfloor issues and wanted to continue on with the install. At this point the only two options would be to finish the project when the subfloor issues are corrected or to cancel the order at the request of the customer with a 50% restocking fee for materials. We have placed calls to the customer trying to explain this situation, but we have not gotten an answer nor a return call from our messages

Had hardwood floors installed Worst job I've ever seen It looks so bad, people keep asking me if I did it myself The installation crew came with the flooring only, no trim So now I have gaps in the trim where it meets the floor areas we did not have redone The hardwood replaced carpet, so there is now a gap between the bottom of the trim and the flooring My wife already paid them, so we'll never see them again Would not do business with these guys again, and advise anyone I know to stay away from them The business is a high pressure sales team with half baked installers Pay the extra money to use reputable firm, or do the work yourself

We have been in contact with this customer numerous times during the installation of this large project, and the minor issues mentioned have since been addressed. The installation was complete besides a couple of specialty transition piecesThese pieces have been ordered and are awaiting
arrival for installation. Our installers have been back out to do all that can be done until the product arrives for the last bit of finish work. In regards to the toilet, we apologize for any misunderstanding there may have been as to the removal and replacement. We are not licensed plumbers and do not ever assume the liability of performing any plumbing. Our installers can remove a toilet, but replacing it properly must be done by either a licensed plumber or the homeowner in case of any leaks and such. That being said, we have hired a contracted plumber to put the toilet back in place to make this customer happyWe have tried to go above and beyond to do everything possible for the customer. The flooring project looks great and there is minimal work to finish. We would like the last transition pieces to be available as much as the customer so that it would be complete, but we are at the mercy of the mill to receive them. To dispute the charges and request any credit is not fair. We will absolutely finish the project in entirety, and it will be in a quality manner. Thanks again for reviewing this complaint-

We are trying to file a claim in order to have our carpeting replaced upstairs I have been emailing Alegra for over a month and have gotten no where I can't even get out of her what kind of carpeting we had installed This has been a huge hassle The price is good but knowing what I know now I would not go with carpets again

I will submit a complaint to the Revdex.com, *** *** ***+ too but be aware they will not honor of their guarantees directly quoted from their website (Lowest Price & 110% satisfaction)This is the first time I have ever complained on social media or even gone this far with a company in my entire lifeI am doing this so you don't make the same mistake I haveTheir customer service and quality of work are absolutely terrible, embarrassing in factJustin (install manager) and David *** (Sales Rep) won't even give me the curtsy of calling me backI also have a VM in with Robert *** who heads up the officeFree furniture moving, FACT, not true, they will contractual ask you to clean out all rooms including drawers for dressers so you avoid a fineThey will let you leave the "big items"FYI, they put the dressers back in the wrong rooms for us(#in the contract, pic attached)
Satisfaction Guaranteed, FACT, not trueThey won't stand up to the quality of their pad, or install performance with meIn fact, David who was our sales person won't even call me backBelow, in fine print they state not all modelsWhen asked which models they honor David couldn't tell me on the phoneSeriouslyProfessional Installation, FACT, not trueMy installer couldn't figure out how to install a transition pieceMy contractor was at the house at the time and had to show himFACT, when I spoke with the install supervisor he suggested that I have my contractor there when they come back to explain how to make some of the other repairsCHEAPEST carpet in town FACT, maybe trueDo you know why, because the name of the carpet and brand isn't sold by anyone else in townThey will tell you to match the product number, I am convinced they give out different product numbers for different Co's I couldn't find this carpet with any of the other providers I had bid AFTER this job was doneFYI...they priced 3rd behind *** *** and *** *** in ** for pricingI brought the sample in and both matched the style, color, etcDavid negative sold *** ***, claimed their prices and install folks are far superiorTheir "Top of the Line Pad" is absolute garbageIt's 7/16th and they will tell you how great it isWhat they won't tell you is, the reason they push this pad is due to the manufacturing not warranting any pad over 7/16thSo they prefer not to sell 8/or 9/16th pads so they won't be liableDon't believe me? Pictures say it all, I can only post oneI have about fiveSo I will post more here for visual......purchase receipt as proofI am all about giving the little local guy the business over box retailersHowever, experience like this gives a bad name for all small business owners** *** *** ** *** *** *** *** *** *** ** *** *** *** *** * *** *** *** *** *** *** *** *** ** *** *** *** *** ** *** ***

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

I had granite countertops put in February by the company carpetsThe product is 1" thick, which wasn't explained, and has left many discrepancies from the previous countertops, which were 2" thick Huge gap between the countertop and the top of my oven, leaving screws and Crome exposedThey lost a part to my garbage disposal, which still isn't in, and left my sink leaking, which then started gushing water, so we had to pay for a plumber to come and fix on short noticeThe countertop by my refrigerator isn't cut right, and looks terribleThe communication has been awfulI finally got the granite manager to check on my job March He said he would talk to the owner and get back to meToday's conversation was a total disasterTomorrow is a month, and it's still not resolvedI'm unsatified with this company from the startI would like them to come and get they're product, and I will go elsewhereWhat can I do??

There were certainly no threatening calls made to the customerAs stated, the customer received the correct carpet that was ordered, and the installation was complete. When the carpet was questioned by the customer we had our sales consultant go back to the customer's home to show them that what they had installed was exactly what they chose at time of purchase. We have gone above and beyond to appease this customer, and we pride ourselves in giving good customer serviceIf accounting had called the customer it was only because we had an open invoice, and we do require payment when purchasing from our company. We are glad everything was straightened out in the endThanks again for your business-

I had granite countertops put in February by the company carpetsThe product is 1" thick, which wasn't explained, and has left many discrepancies from the previous countertops, which were 2" thick Huge gap between the countertop and the top of my oven, leaving screws and Crome exposedThey lost a part to my garbage disposal, which still isn't in, and left my sink leaking, which then started gushing water, so we had to pay for a plumber to come and fix on short noticeThe countertop by my refrigerator isn't cut right, and looks terribleThe communication has been awfulI finally got the granite manager to check on my job March He said he would talk to the owner and get back to meToday's conversation was a total disasterTomorrow is a month, and it's still not resolvedI'm unsatified with this company from the startI would like them to come and get they're product, and I will go elsewhereWhat can I do??

We are always sorry to hear when a customer is not fully satisfied, and we do admit that the work done was not up to our standards. That being said, we have offered to replace the vinyl at no charge to the customer. This was the desired outcome at the time of the purchase, and we want
the customer to be happy with what they receive in the end. We can not give a full refund for a scratch on the floor. We are sorry for any inconvenience that the customer has gone through, but we have offered a great resolution to the problem. If the customer chooses to take us up on the offer then we can proceed. We are looking forward to making it right with a brand new replacement floor

I had new countertops installed Oct8, 2018, and I’m still dealing with an issue with the companyFirst, they made a mistake on our original price quote, and then I was originally told they would be installed on Sep 26, but that day came, and no one showed upWhen I called that morning, I was told someone should have called me to reschedule because our piece wasn’t even in yetI took the day off of work for nothing, and when I called several times to discuss this matter, I was told I would be compensated with $off our billIt is now Jan 8, 2019, and I still have not received anythingAnd whenever I call to talk to the customer service rep, she is conveniently on the phone or not in yet, and never calls me backVery poor customer service, and I would not recommend them to anyone

I did not get the product I asked for...I ordered think grey carpet from carpets and I got thin carpet and that was laid on September 1st I tried contacting the company the day of the install and and left a message sine it was a SaturdayI called again the day after Labor Day and again for the past weeks I left plenty of unanswered voice mails and when I finally got to speak to someone I was promised that the manager would come to look at my carpet
We set a date and a time for the manager to stop by and he did not call nor come by and that was Friday the 9-7- I called the following Monday and spoke with Amanda and she promised she would talk to Aaron and have him call me or come by right away I still did not hear from him nor Amanda that day I then called back and spoke to Amanda again and she left me an voice mail stating she would call right back and NEVER did and that was the 10th of September I then stopped payment of the carpet and wait a week and a

My carpet is pulling up and hard floors contain defective boards, didn't receive all materials and installation that was paid for
On 2/6/Aaron *** accepted a check for $towards the total price of $5750, the rest was paid in cash to the installersWork began on 2/25/and I was told it would last daysThe carpet is bubbled and pulling up around the living room transition, the dining room floor has a noticeably defective piece, the kitchen floor has gaps in the doorway exposing the old floor, and my entryway floor was left with a nail poking through Brian, one of the installers, cut the nail so it isn't sharp but I was left with the damaged floor piece still installedOur 1/round was cut improperly in many places and there is a gap in the joint between the old and new, and the old shouldn't even be on there, I didn't receive all of the materials I paid forI have called and their contractors multiple times to have this rectified but I haven't heard back from any