Advance Carpet One

Sold my elderly father a floor, did not properly prep floor for install, did not enforce manufacturers warranty nor installation warranty when floor was showing scratches a week laterRefused to replace the floor when they saw the scratchesFinally came to an agreement, then never showed up to do the work they promised

Our General Manager has an appointment with the homeowner at this address for 5-04-to address her concerns We do not know who this gentleman is that typed up the Revdex.com complaint He is not listed on the order as a purchaser of flooring from us We will come to an agreed upon resolution with the purchaser of the flooring on our 5-appointment

Initial Business Response / [redacted] (1000, 5, 2015/03/13) */ We have replaced some of these boards already and sent them in to the manufacturer [redacted] for testingTheir report found no manufacturing defectsOur General Manager, [redacted] and our [redacted] representative are set up to go to the [redacted] 's home Friday 3-for an inspection

Initial Business Response / [redacted] (1000, 6, 2015/12/01) */ Our general manager and our corporate office are in contact with [redacted] at this time to see if this can be resolved Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/01) */ The business did contact us, and we appreciated the gesture, but we already decided to take our business elsewhere

The customer phoned us on day of her installation and the store manager brought out the store sample of this carpetingThe customer agreed they were the same and allowed us to proceed with the installationOn August 7, the customer emailed photos of her carpeting to the store managerHer complaint in the email was that the carpeting is showing footprints and perhaps not of good qualityHe arranged for the manufacturer of the carpeting to do testing of the customer's installed carpeting [redacted] is the manufacturer of this [redacted] carpetingThe samples were sent to their lab in Lyerly , Georgia for testing against the sample providedThe [redacted] lab sent the test results to our headquarters in Oklahoma City, OK along with a letter dated September which says that "the testing has been completed on the sample submittedAs per the attached lab report the sample passed the specifications testBased upon the results we must respectfully decline further participation in the complaint." I am unable to scan that letter and the testing results here, will fax these to the Revdex.comA copy of the letter and testing results were sent to the customerThe carpeting that was purchased and installed is the carpeting that was represented in the sample from the store and confirmed through laboratory testing

Our GM has been in contact with Mr*** and he has ordered new carpet for the Living Room

First off, I must apologize, I never received this complaint from the Revdex.comDespite having changed our email with the Revdex.com, these notices are still not coming to meThis was hopefully addressed and changed today
Ms***'s carpet was scheduled for installation on 7-Our crew was at her home
on 7-to install her hall and four bedroomsOur salesperson mis-measured and did not include enough carpeting to install her stairsAs soon as we found this out, we ordered in the carpeting to do her stairs at our expenseOur installers did not notice anything wrong with the carpeting until they started putting the seams togetherAt this time, they noticed the carpet was delaminating, which is a term used when the secondary backing is not adhering correctly to the primary backingOur installers alerted us to this issueThis is a problem that sometimes occurs from the mill where the carpet was manufacturedSometimes this issue goes unnoticed for the life of the carpeting, and sometimes it becomes an issueWe do not hide manufacturing defects from our customersWe want them to have a quality product that they will enjoy for years to comeSo, we informed Ms*** that we would submit a claim to the mill to have her carpeting replacedWe would install that along with the extra carpet needed to install her stairsNone of this would be any extra expense to Ms***We had already taken up her old carpeting and pad when we noticed the potential defect while seaming the new carpetOf course, we were not going to leave her without a floor, would not leave her with bare plywoodThat is why we completed the installationWe also offered Ms*** an area rug and a $credit for her inconvenience since we would have to wait for her replacement carpet to come in from the millHer replacement carpet arrived, we made arrangements to install it the very next dayHowever, when we were inspecting her replacement carpeting, we discovered the same problem with the backing on the carpetWe informed Ms*** of this problemShe stated that she wanted her money back at this pointMr*** gave us a deposit of $for a ceramic order and this carpet orderHer orders totaled $Ms*** paid her ceramic ticket in fullWe refunded Ms*** $which is the total of her deposit minus the rug that she selectedShe has cashed/ deposited this check from usWe are not interested in taking up the carpeting that we installedWe understand that she needs flooring in her homeWe tried many avenues to satisfy Ms***, we offered a discount for her inconvenience, we ordered replacement carpet for her, we ordered the additional carpet for her stairs at our expenseWe refunded her deposit money less the area rugWe brought all of this to Ms***'s attention because at Advance Carpet One, we don't want our customers to experience problems with their flooringWe don't hide known defectsWe were up front with Ms*** as soon as we knew there could be a potential problemHer carpeting may never experience any problems and may serve her well for many yearsThat just isn't a chance we were willing to take
Initial Consumer Rebuttal /* (3000, 14, 2014/10/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The Advance Carpet Co are LIARS !!! Yes, I cashed the settlement check, it was the best they were ever going to offerI was just sent a refund, no one said return the area rugThe rug was offered as an incentive to get my business when I FIRST purchased the carpetNot because of their screw upI would have gladly return the rug that I never intended on buying!!! And yes they would have ABSOLUTELY left my home with BARE PLYWOOD,
if I had not complained
They wanted to work out everything in their favor
They are nothing but a bunch of LIARS !!

We have done what we said we would do. We ordered replacement material as an accommodation for the customer. The vinyl discolored due to moisture. Our schedule is certainly very full, but there is no reason we can not get this on the schedule for completion. It may take a
couple of weeks to get it in, but we have everything needed to do this. I will try to contact this customer to get them on the schedule

Our General Manager has been in touch with Mr*** about this complaint. They are working on a resolution to this outside of the Revdex.com forum. I will update the status of this once all parties are in agreement

I'm sorry, I did not receive the original email or complaint from the Revdex.com. I will bring this matter to our GM's attention today and submit a resolution to this complaint. Again, I apologize for our non action, I did not receive this until today

We looked around at a couple of places for carpet and flooring for a good price and Advance Carpet was the best price and the installers kept it quick and cleanThey were very dependable and I would recommend them over and over again

Our General Manager has an appointment with the homeowner at this address for 5-04-17 to address her concerns.  We do not know who this gentleman is that typed up the Revdex.com complaint.  He is not listed on the order as a purchaser of flooring from us.  We will come to an agreed upon...

resolution with the purchaser of the flooring on our 5-04 appointment.

Initial Business Response /* (1000, 5, 2015/03/13) */
We have replaced some of these boards already and sent them in to the manufacturer [redacted] for testing. Their report found no manufacturing defects. Our General Manager, [redacted] and our [redacted] representative are set up to...

go to the [redacted]'s home Friday 3-20 for an inspection.

Initial Business Response /* (1000, 6, 2015/12/01) */
Our general manager and our corporate office are in contact with [redacted] at this time to see if this can be resolved.
Initial Consumer Rebuttal /* (3000, 7, 2015/12/01) */
The business did contact us, and we appreciated the gesture, but we...

already decided to take our business elsewhere.

Sold my elderly father a floor, did not properly prep floor for install, did not enforce manufacturers warranty nor installation warranty when floor was showing scratches a week later. Refused to replace the floor when they saw the scratches. Finally came to an agreement, then never showed up to do the work they promised.

Initial Business Response /* (1000, 6, 2015/12/01) */
Our general manager and our corporate office are in contact with [redacted] at this time to see if this can be resolved.
Initial Consumer Rebuttal /* (3000, 7, 2015/12/01) */
The business did contact us, and we appreciated the...

gesture, but we already decided to take our business elsewhere.

The customer phoned us on day 2 of her installation and the store manager brought out the store sample of this carpeting. The customer agreed they were the same and allowed us to proceed with the installation. On August 7, the customer emailed photos of her carpeting to the store manager. Her...

complaint in the email was that the carpeting is showing footprints and perhaps not of good quality. He arranged for the manufacturer of the carpeting to do testing of the customer's installed carpeting. [redacted] is the manufacturer of this [redacted] carpeting. The samples were sent to their lab in Lyerly , Georgia for testing against the sample provided. The [redacted] lab sent the test results to our headquarters in Oklahoma City, OK along with a letter dated September 4 which says that "the testing has been completed on the sample submitted. As per the attached lab report the sample passed the specifications test. Based upon the results we must respectfully decline further participation in the complaint." I am unable to scan that letter and the testing results here, will fax these to the Revdex.com. A copy of the letter and testing results were sent to the customer. The carpeting that was purchased and installed is the carpeting that was represented in the sample from the store and confirmed through laboratory testing.