As of today, the business has resolved my complaint
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me.
Regards,
*** ***
Dear Ms. [redacted] Please accept my apologies for the long wait in receiving the adjustment to your invoice. I spoke to your account manager today and he was not aware a credit was to be issued. [redacted]t said he followed up with you after the installation and the excess material was not...
mentioned. My guess is you spoke to members of our corporate office and the communication broke down getting the action items back to Josh. I’ve spoken to Josh today and he will contract you to process your credit immediately. If you have ay further issues please call me at [redacted]. Sincerely, [redacted] Chief Operating Officer Carpetland Carpet One
Dear Mr. [redacted],
I asked you to tell me what you wanted to resolve the issue and am open to your suggestions. If you do not want Carpetland in your home then I will gladly honor the offer of a pro-rated credit of $159.00 Please confirm you want me to have a check cut or propose an alternative solution you are looking for and I will consider it.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Our main complaint against Carpetland was their lack of response to our many calls to them. In his response to our complaint letter, the COO stated that the staff was "scared to tell you that there is no recourse because they feared you would get upset and no longer purchase from Carpetland. ..... The manager, Jeff S[redacted], is especially afraid of potential conflict so you got shuffled from one person to another and no one had the stomach to be candid." What kind of customer service is this???? The staff was SCARED to call us back???? What a joke!! Furthermore, he stated that "nail pops are not considered a manufacturing or installation defect. ....... are more likely to appear the longer the vinyl has been installed and it is not unusual for this to happen after 12 years." If this is true, it should be stated in the warranty, and we should have been warned that the nails could pop up after a few years. He also stated that their installation warranty was for a period of 2 years, but in my paperwork it states "Should further service be required attributable to the original installation of your vinyl floor, your Carpet One Floor & Home retailer will return and provide that service at no cost to you for the life of the floor. [in this case 15 years]." We believe the nail pops may be due to incorrect original installation, specifically where they had to return to cut out a portion of the vinyl and patch it because a piece of vinyl scrap was left by the installer under the flooring in the area where the nail pops are occurring. Carpetland would not even agree to take up the floor to determine the reason for the problem., or repair the floor with a large piece of leftover vinyl that we have kept. The COO says we can contact [redacted] for the vinyl warranty....however, there is nothing wrong with the vinyl itself; the problem is with the nails popping up from the Carpetland installed underlayment under the vinyl. They offered us a $159 credit on a new floor purchased from them. This is absolutely not an acceptable solution because after this fiasco we never want to deal with them again, and neither will any of our large family or circle of friends, neighbors or acquaintances. We have also purchased 4 rooms of carpet and a laminate floor in the entryway from Carpetland, and told them we have 2 large basement rooms and a hall we wanted to have flooring installed in, plus we have used their carpet cleaning services, so we think we deserved much better treatment and a more satisfactory outcome to this frustrating problem than what we received.
Regards,
Charles [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Carpetland offered a pro-rated amount of $159 off of a new floor replacement. At this point, we do not want to have this company do any more work for us, since all they did was give us the run-around, and said they were "scared" to tell us the truth! We would accept a check in the amount of $159 since Carpetland believes this amount off of another floor would be a solution, and this is all they are willing to offer. If they offer us a refund in the form of a check in this amount, this case will be closed as far as we are concerned.
Regards,
[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
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. Carpetland has offered to send me a check in the amount of $159, which they say represents the pro-rated amount of the warranty. After trying to get this problem resolved for the past 10 months, I am willing to accept this payment so I do not have to deal with it any longer. I will be expecting a check in the amount of $159 from Carpetland.
Thank you.
Regards,
[redacted]
As of today, the business has resolved my complaint
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me.
Regards,
*** ***
Dear Ms. [redacted] Please accept my apologies for the long wait in receiving the adjustment to your invoice. I spoke to your account manager today and he was not aware a credit was to be issued. [redacted]t said he followed up with you after the installation and the excess material was not...
mentioned. My guess is you spoke to members of our corporate office and the communication broke down getting the action items back to Josh. I’ve spoken to Josh today and he will contract you to process your credit immediately. If you have ay further issues please call me at [redacted]. Sincerely, [redacted] Chief Operating Officer Carpetland Carpet One
Dear Mr. [redacted],
I asked you to tell me what you wanted to resolve the issue and am open to your suggestions. If you do not want Carpetland in your home then I will gladly honor the offer of a pro-rated credit of $159.00 Please confirm you want me to have a check cut or propose an alternative solution you are looking for and I will consider it.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Our main complaint against Carpetland was their lack of response to our many calls to them. In his response to our complaint letter, the COO stated that the staff was "scared to tell you that there is no recourse because they feared you would get upset and no longer purchase from Carpetland. ..... The manager, Jeff S[redacted], is especially afraid of potential conflict so you got shuffled from one person to another and no one had the stomach to be candid." What kind of customer service is this???? The staff was SCARED to call us back???? What a joke!! Furthermore, he stated that "nail pops are not considered a manufacturing or installation defect. ....... are more likely to appear the longer the vinyl has been installed and it is not unusual for this to happen after 12 years." If this is true, it should be stated in the warranty, and we should have been warned that the nails could pop up after a few years. He also stated that their installation warranty was for a period of 2 years, but in my paperwork it states "Should further service be required attributable to the original installation of your vinyl floor, your Carpet One Floor & Home retailer will return and provide that service at no cost to you for the life of the floor. [in this case 15 years]." We believe the nail pops may be due to incorrect original installation, specifically where they had to return to cut out a portion of the vinyl and patch it because a piece of vinyl scrap was left by the installer under the flooring in the area where the nail pops are occurring. Carpetland would not even agree to take up the floor to determine the reason for the problem., or repair the floor with a large piece of leftover vinyl that we have kept. The COO says we can contact [redacted] for the vinyl warranty....however, there is nothing wrong with the vinyl itself; the problem is with the nails popping up from the Carpetland installed underlayment under the vinyl. They offered us a $159 credit on a new floor purchased from them. This is absolutely not an acceptable solution because after this fiasco we never want to deal with them again, and neither will any of our large family or circle of friends, neighbors or acquaintances. We have also purchased 4 rooms of carpet and a laminate floor in the entryway from Carpetland, and told them we have 2 large basement rooms and a hall we wanted to have flooring installed in, plus we have used their carpet cleaning services, so we think we deserved much better treatment and a more satisfactory outcome to this frustrating problem than what we received.
Regards,
Charles [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Carpetland offered a pro-rated amount of $159 off of a new floor replacement. At this point, we do not want to have this company do any more work for us, since all they did was give us the run-around, and said they were "scared" to tell us the truth! We would accept a check in the amount of $159 since Carpetland believes this amount off of another floor would be a solution, and this is all they are willing to offer. If they offer us a refund in the form of a check in this amount, this case will be closed as far as we are concerned.
Regards,
[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
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. Carpetland has offered to send me a check in the amount of $159, which they say represents the pro-rated amount of the warranty. After trying to get this problem resolved for the past 10 months, I am willing to accept this payment so I do not have to deal with it any longer. I will be expecting a check in the amount of $159 from Carpetland.
Thank you.
Regards,
[redacted]