American Carpet South

Complaint: [redacted] I am rejecting this response because: I called and spoke with someone from the NJ Revdex.com office and they provided me with your email address as you are the representative assigned to my caseThe email that was sent to me on 5/7/regarding ACSouth/ [redacted] s resolution for my complaint, the email that must have been emailed to me from the NJ Revdex.com must have ended up in my spam folder which is why I did not reply back but I did reply back to an email I received on May 8th from Matt H [redacted] with regards to the signing of the release form which I was told I was I going to be sent over months agoThis release is with regards to the cost of replacing the damaged furniture but this email was the first one I received where an actual amount was even provided to me as well as the release papers but as I told Matt H [redacted] and their insurance company [redacted] and [redacted] First there is still and issue with them covering the cost to repair the actual physical damages done to my homeEstimate costs to repair damages which [redacted] ACSouth/ [redacted] already had copies of costs for the work order estimates they asked me to obtain and were provided with in March once I able to obtain the estimates for the repairs to hardwood floor they damaged/scratched $and $to repair the rest of the physical damages done to the living room floor baseboards door trip molding/ and the damage done in my my basement to repair and or replace all the floor/wall and door moldings and trim and a floor panel the installers damagnoted on the contractors invoice I provided them was described in detail the necessary repairs/ or if needed replacement to any wood, trip or molding as well as cost of materials, and included painting/stainingI even told them that they could make the checks payable to the contractors and not to myself as the only thing that mattered to me is that they were honest in paying for the cost for me to have the damaged repairedBut instead they sent me a check of an insulting and disrespecting noting the the reasoning as "age and existing degradation" I am not sure what they mean by this bc the age of my home has nothing to do with the damage the installers did to it and the scratches one my hardwood floor are clearly fresh scratches which were done by the installers obviously dragging my furniture when moving it into my dining room and not lifting and the divots and dents done to my living room baseboards are also clearly fresh marks that are almost even symmetrical in the spacing of them and pieces of the wood they damaged in both the living room and basement were left just laying on the new carpet and considering the photo's that I took right after noticing the damage they had done, there were even carpet fibers left in the splintered wood in door way in my basement with wood they split off lying beneath itWhen I contacted [redacted] ***s customer care department they absolved themselves from any responsibility telling me [redacted] who represents ACSouth had the final say as far as making restitution for the damagesAnd as far as even finding a hard wood floor company to give me even quote almost all of them had a minimum of either or a room work service minimum for the job to even be worth their time [redacted] because they are who I hired in to initially sand and stain my dining room floor and a 2nd bedroom they also refinished so they gave me the price they did for being a returning customer and they have also normally have an minimum and room limitYet [redacted] /their insurance company sent me an email that a company who I already had researched gave a price of but that did not included which is obviously needed in order to repair the scratches in the wood the sanding of the floor which was noted as I would need to rent and pay for and provide them the day of the service myself? I resorted to filing my complaint on 3/31/bc I was receiving a verbal and written acknowledgements regarding apologizing for this situation and that they would be making restitution in or for me to have the physical damages repaired and the cost to replace the furniture that was damaged after I complied with their request and provided them with copied of purchase receipts and invoices to replace damaged furniture and work order estimates to have the physical damage done to my home by their installers repairedAnd where as they are honestly making restitution for the damaged furniture As clearly seen in the photo's I provided the physical damage done to my floor boards/door/floor trims/molding especially as you can see the damaged wood pieces and how fresh these damages are they are not being honest and honoring the cost of me having these damages repaired as they initially agreed they wouldThere is still a $1484.74-difference still owed to get repairs done to the damage the installers did which have nothing to do with "degradation or age" of anything HARD WOOD FLOOR REPAIR The cost to have the scratches removed to repair my hardwood floor and replace damaged transition strip & the other transition strip that also has to be removed in order to sand and clear coat the floor bc its glued down to the hard wood floor- $attached estimate provided by MCL floor repair+25.15-1-transition strip-dining room to living room (they damaged) +22.47-transition strip dining room to kitchen-needs to be removed/replaced to sand the floorand $attached estimate from [redacted] And this difference (1484.74-includes the price of the costs of the transition strips that need to be replaced) of what is owed can even be made out to [redacted] as basically the difference in what is still owed to repair the other physical damage is being done by himIf I sign this release this will negate them from their responsibility in paying for these repairs and will mean I will have to pay for them myself and I have provided enough photos of the damages taken right after these installations of the carpet in these rooms were completed to prove and show the damages done to my property by their carpet installersi attached some files to support my case and claim as well as provided a link to images of the damages I uploaded to my flickr account as I had to provide these images to so many people involved with this case and email file attachment size limits were causing the emails to not be sent so creating an album and just emailing the link was the only way I was able to share the photo's I have spent so much time and energy even after they admitted liability just to get them to take action and even thought they are being honest as far as making restitution for the furniture that was damaged they are being honest in making restitution on the cost towards the contractors estimates to repair the structural damages [redacted] Regards, Dawn Robinson

Terrible, terrible service!!! Avoid at all costs!! I travelled hundreds of miles on TWO occasions to one of our properties to have carpet installed ...this was for the same roomThe first time I waited hrs past their due time, the second time another hours past the hour window they give you! When the installer finally called ( I was headed home by then) I asked why he did not show or call and his response was " it's not my problem!"...I still have not had the carpet installed [redacted] use this installer and I believe they need to find someone more reliable!! [redacted] ***'s service was greatThey were very helpful but if the installer doesn't show up, there's not much they can do!! HD managed to get someone from the company on the phone ( I had tried numbers and there was no answer) but they could not install the carpet for when I needed it, and I did not trust them to show upTwice bitten I eventually had to cancel the orderNow I have to start againI have NEVER had such a terrible experience with carpet being installedJust had major installation in one of our other homes and this was a very positive experience!! Again, avoid!!!

I wanted to inform you that I called [redacted] today and left him a message that we have been trying diligently since the complaint came in on 9/to get in touch with himI also mentioned, to please contact [redacted] to discuss thisSo you know, we have a signed waiver from this customer, which I have attached for you records in the meantime, lam going to have the [redacted] office send to the customer a letter via certified and regular mail todayThis letter is to inform the customer that we have been trying to reach them and if they do not get in touch with them within a certain amount of days (10) we have done all that we can to resolve this matter I will send the Revdex.com a copy of the Letter

[redacted] [redacted] Due to my work schedule, I was unable to call back to the business until I got home from workUnfortunately that was always after they were closedHowever on 9/@4:PM I did speak to [redacted] in the [redacted] Office and we have an appointment set up for 9/with installers to see if the stove and refrigerator can be removed totally from the kitchenIf that can be done, they will order new vinyl for a total replacementI do accept this offer from them at this pointI have also called [redacted] Larka in the New Jersey office and relayed the same message to her Regards, [redacted]

From: [redacted] Sent: Wednesday, February 11, 2:PMTo: [redacted] ***Cc: [redacted] Subject: RE: FW: You have a new message from the Revdex.com of New Jerseycomplaint [redacted] = [redacted] *** [redacted] at the store isprocessing the charge back today and they will credit the customer which willget to them within business daysThankYou, [redacted] ***AmericanCarpet South"TheSay Yes Company"P: [redacted] F: [redacted] C: [redacted]

[redacted] [redacted] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is moderately satisfactory to meI am still awaiting resolution to my Home Depot complaint that has gone to the Atlanta Revdex.comBoth parties in my complaint are only minimally meeting resolution(s) Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because:My husband spoke with someone Monday October 6th [redacted] reluctantly transferred him to a manager He claimed "the check just went in the mail today".No check received [redacted] called my husband Friday and stated the check "went in the mail today"Today, still no check.This incident occurred on August 22nd and ACS was immediately notified It's not a large sum of money That's not the point Your company damaged my TV cable and I had to pay out of pocket as a result I am angry and disgusted I've had to waste so much time getting my money back and I get lied to in the process Quit telling me what I want to hear and give me my money I'm not going awayI promise you that Regards, [redacted] ***

American Carpet South will not provide a quality work - they will break and steal your property then American Carpet South will lie and deny it I do not recommend using them if you do - you better watch them Also Home Depot sub-contracts work to American Carpet South - you are better off going to [redacted] or [redacted]

Complaint: [redacted] I am rejecting this response because: I was told between 1pm-5pmI will be happy only when the repair is made prior to my leaving on the 2nd of SeptI am pleased [redacted] got back to me quickly but will hold my opinion until the assigned person shows up and takes care of the problem [redacted] could not be sure the repair could be made todayHaving it done today was the promise made about weeks ago, I was assured on Wed it would be done Friday Aug29th and I expect and will accept nothing less Regards, [redacted]

From: [redacted] Sent: Tuesday, October 14, 4:PMTo: [redacted] Cc: [redacted] Subject: RE: The Revdex.com has received a customer concernabout your business - [redacted] Just hung up with [redacted] Heis happy with the repair and we are sending him $gift cardThankYou, [redacted] ***AmericanCarpet South"TheSay Yes Company"P: [redacted] F: [redacted] C: [redacted]

From: [redacted] Sent: Tuesday, October 14, 11:AMTo: [redacted] ***Subject: RE: Release Form for [redacted] Reimbursement - ACRI This is [redacted] that was mailed out last Friday the 10th [redacted] American Carpet South, Inc."The Say Yes Company "Office: [redacted] ***Fax: [redacted] From: [redacted] ***Sent: Tuesday, October 14, 11:AMTo: [redacted] Subject: FW: Release Form for [redacted] Reimbursement - ACRI Did this check go out? Please advise [redacted] From: [redacted] Sent: Tuesday, October 14, 10:AMTo [redacted] Cc: [redacted] ***Subject: Re: Release Form for [redacted] Reimbursement - ACRI Check never receivedTwo separate people have told us the check went in the mail"today"We were told that days apartEmails are ignoredYour customer service rep [redacted] was terribly rude when myhusband asked to speak to a managerI have filed a complaint with the Better BusinessBureau Sent from my iPhone

I planned to renovated my kitchen and living room I began in April so as not to spend my entire summer renovating because I do a lot myself However, I went to Home Depot to complete the flooring work on 340sq ft I figured it would be much quicker if they do it My order began on April 23, It is now August 4, and my flooring is nearly complete but not to my complete liking First, Home Depot delayed delivering my flooring although it was in the store for weeksNext, the contractors from ACS (American Carpet South) came July 4, to install Nelson from ACS told me I would need to pay an additional $to repair the subfloor of sq ft in order to lay down the laminates I hired a contract for $ ACS workers returned on July 8, They lay down the laminates but there were obvious issues with the flooring It was moving, cracking, etcThey tell me it wasn't their job to level the floors I call and complain ACS send a supervisor Leo to inspect the work Leo confirms that it was a bad installation They schedule for a reinstallation for July 29th and July 30th This is two weeks prior to the date On July 29, 2016, two new worker arrives at 7:20am He exams the floors and takes measurements Then minutes later tells me he needs to leave to get materials from Home Depot Then I receive a message from Joel (manager at ACS) stating, "The guys are going to step out for a minute...to get the underlayment to level the floors...we bringing it from Jersey now...We will still be on schedule." The guys don't return until 5:30pm They say it wasn't their fault They were waiting for their boss They laid the underlayment cement and mention it will not be ready for Saturday They will need to return on Monday Today is Monday August 1, Nearly a month when this job began As set of new workers arrive late at 7:30am They assess the floor and begin to bring their tools They speak to thier boss Joel They begin to lay the laminates on the old underlayment (Floor Muffler) A few minutes later, I see the workers removing the laminates They tell me they need new materials and they waiting for their boss to call I explain my frustration to the workStating, "This order was placed in April and I'm still waiting for your company to finish fixing my floors." I walk away with tears in my eyes I begin to call ACS As I look out the window, I don't see the workers van I look in the kitchen and the front of the house and see no workers The third set of ACS workers left the worksite without informing me I am able to finally reach the general manager at ACS (Rich) He mentions that I should not yell at his workers because it isn't their fault the floors are not completed Obviously, the workers felt uncomfortable about my tears and lied about the discussion we had In addition, the general manager was not bothered that workers left their dutyIn addition, the female worker left with my new Home Depot broom and left her old broom I mentioned this to the manager and he offers to purchase me a new one It seems that stealing, leaving a job, being disrespectful and irresponsible is ok with this general manager at ACS Then I was informed that I would need to wait another day for Leo to come and install the floors I became extremely upset, depress, aggravated at the same timeIn addition, I was just informed, when the second group of workers laid the cement down, they didn't cover all the cracks Cement fell into the 1st floor light fixture and nearly caused a fire I have pictures, voicemail, and paperwork to prove all of what I have stated"Being a family business means we take personal pride in doing a job that impresses our customer If the job is difficult or has to be done to meet a tight deadline we do it We listen to our customer We keep our promises We get things done right the first time every timeThat's good business That's ACS." I have learned that, due to the many times waiting on hold to speak to a manager This is what they state and much more and it's a complete lie I had a tight deadline due to an upcoming vacation I will NEVER use Home Depot for a big project or for supplies I rather cross the bridge to NJ and go to Lowes for supplies This has truly traumatized my experience with Home Depot

The customer stated a window was broken allegedly by the installers and at the time of the installation there was a refrigerator in front of the windowAt the time of the installation-the installation areas were all upstairs; therefore, the installers were never in the area where the window
was brokenThe installers used the livingroom entrance to enter and exit no where near the windowPictures were taken to inspect damages and determine there is no proof installers broke a window at the customers home; therefore, a denial letter has been sent out to the customer in regards to the claims of a broken windowAmerican Carpet South wished we could of have came up with a better resolution; however, there is no significant proof installers made any site damages the customer is claiming

Complaint: ***
I am rejecting this response because: this is
the third time they have "come to fix the problem" this company has been unprofessional and even to the point of one of the crew members showing up on the job with his year old sonThis floor was purchased February 25, and we have had this company out many times to "fix" the problemYes they are coming out AGAIN 9/8/This is the last time they will be allowed to "fix" the problem months after original purchase we still do not have the quality floorAfter months and many times coming out to the home, speaking to us over the phone, dropping the ball and not ordering new floor, ordering floor and not enoughThis is gone on far enoughMONTHS.I feel that not only should they FIX the problem correctly but need to offer refund for the hassle and time lost from work
Regards,
*** ***

As per project manager at ACS
"I apologize for the delayed response on this matter. I received the inspection report of the mill from the store today Upon reviewing it, the vendor reported that the loose fibers in the carpet are and should go
away with vacuumingAll other issues are installation related and repairable.I personally reached out to *** *** and discussed with him what the report consisted of I offered to go back out and fix the steps and inspect the master bedroom issuesThe service repair is scheduled for May25th in which our field team will also be presentI will also be asking the store if representative from the store will meet us there to go overlook the repair and help determine a resolution to rectify any issues in master bedroom."
Thank you

The office management has reached out to the customer in regards to the complaint and left a voicemail for the customer to return the phone callTwo cases of materials was ordered through the *** *** for the customer repairsThe materials will arrive in the store on 11/As soon as ***
*** advises that the materials have arrived, ACS will reach out again to the customer to arrange the service appointment for the repairs on the flooring

In the middle of the summer I had an install done by American Carpet South through Home DepotWe have decided to do a backsplash install and paid a lot of moneyFor the amount that we have paid we have expected a great job from start to finishWell I think it will be our last install through Home DepotI would have done a better job probably myselfStarting at people who work for ACS not even qualify to do the jobI have found that they have sent basically third stringersIn the end I have spent days with my wife cleaning all tiles and grout after themSome areas are still exposed and not sealed properlyOne tile is crackedI have contacted ASC but no money were refundedAt that point nothing else could be fixed since the job was completedI would never ever hire them againHorrible business with worse customer supportToo bad I cannot attach pictures for all to see of a "wonderful job" that was done by ASC

From: *** *** Sent: Tuesday, October 21, 11:AMTo: *** ***; *** ***; *** ***Cc: *** ***Subject: RE: You have a new message from the Revdex.com of New Jersey complaint#*** Both *** and I talked to thecustomer, we both agreed that her request is not
logical. She paid forleveling and leveling was done, she paid for leveling to secure and guarantythe floors wont failIf she wants her floors laser level we can always go backout and add more leveling to her floors, customer has to agree to chargesShestated her floors are bad but won’t allow us to go out with a leveler to takepicturesShe paid for leveling and leveling was done, husband agreed he wasthere when leveling was done

** *** *** ** *** *** *** *** *** *** ** *** *** *** ** *** *** *** *** *** ** *** *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is moderately satisfactory to meI am still awaiting resolution to my Home Depot complaint that has gone to the Atlanta Revdex.comBoth parties in my complaint are only minimally meeting resolution(s)
Regards, *** ***

Complaint:
***
I am rejecting this response because: this is the third time they have "come to fix the problem" this company has been unprofessional and even to the point of one of the crew members showing up on the job with his year old sonThis floor was purchased February 25, and we have had this company out many times to "fix" the problemYes they are coming out AGAIN 9/8/This is the last time they will be allowed to "fix" the problem months after original purchase we still do not have the quality floorAfter months and many times coming out to the home, speaking to us over the phone, dropping the ball and not ordering new floor, ordering floor and not enoughThis is gone on far enoughMONTHS.I feel that not only should they FIX the problem correctly but need to offer refund for the hassle and time lost from work
Regards,*** ***