American Carpet South

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

Terrible experience with this company to whom Home Depot had contracted our kitchen floor tile job toTo add further insult to injury, ACS subcontracted out to another sub-contractor (who may even had sub-contracted out to another) and sent a single man to do a job that clearly required two peopleIn our opinion the fellow who did show up was incompetent and caused unnecessary damage to our existing kitchen flooring once the decision was made that the job could not be accomplishedIn addition, the contractor who arrived at our home did not communicate adequately with my husbandI'm told was inarticulate and difficult to understandThe sub-contractor never informed my husband that in addition to the tile he was to lay down (purchased from Home Depot) that Green board PLUS a cement layer underneath would be needed as wellHe simply proceeded to rip up the existing linoleum thereby exposing the plywood layer (in very good shape) belowApparently the existing flooring had been put down many years before we had moved into our house, a fact that had been communicated to Home Depot and the contractor
When materials arrived very late on the day the sub-contractor was already there my husband began to realize that placing all the materials mentioned above would result in increasing the height of the new floor such that two pocket doors and one swinging door would not functionMoreover, it would certainly throw off everything else in the kitchen including the existing cabinetry, appliances, and make it impossible to put the refrigerator back where it was locatedNone of this was discussed with us beforehandNO evaluation of the situation was made before proceeding to start the job despite the fact that everyone involved was aware of the age of our homeThe sub-contractor merely proceeded to rip up the existing flooring, first in the pantry area at the top stair level leading to the basementHe began by removing the metal strip at the top stair that held down the existing linoleum and within seconds mumbled something about "9x9s" without explaining what it meantWe later learned that this is a reference is tvinyl tiles that contain asbestos Rather than stop immediately, he continued to rip off more of the stable plywood surface sitting atop UNDISTURBED vinyl/asbestos tiles under the surface of the plywoodIn other words even though he had already determined that there was asbestos containing tiles he continued to yank up plywood until my husband stopped him The sub-contractor then stepped away, said he could proceed no further and REFUSED to put the wood plywood back that he had ripped off--approximately x feet of itWHY HE CONTINUED TO RIP OFF MORE OF THE PLYWOOD THAT SAFELY COVERED THE TILES BENEATH IS A MYSTERY
Many calls were made by my husband to the company that either were not returned or not satisfactorily responded to A request made that AT THE VERY LEAST they repair the damage that they had done was refused I am an attorney admitted to practice in NY and NJ and well aware of asbestos issuesUndisturbed, intact-vinyl tiles that contain asbestos pose no danger whatsoeverIt is powder or "friable" asbestos that is the problem More importantly, this company never warned us in advance of the high likelihood that pre-existing flooring with asbestos-containing material was highly likely We could have made the choice to simply remove the old linoleum and place new linoleum down over the existing and stable plywood floorA much simpler and less expensive endeavor to be sure Very, very disappointing experience with little to no thought given to the project about to be embarked uponRather they saw a quick job and a quick fee to be had without proper pre-evaluation

This is *** *** The Assistant to the CEO and Director of Customer RelationsYes, *** *** placed a claim the *** *** claims Department - ***. I handle all the claims for American Carpet South. Below is the information on when the check went outThis claim was took a while to settle, since we *** *** was not going to sign the release form, which is standard procedureI received this email:From: *** *** Sent: Tuesday, September 23, 2:PMTo: 'Hall, ***Subject: FW: Tender Notice - *** *** Claim #*** *** *** I WILL UPDATE YOU ONCE *** *** signs the release so we can close the claim From: ** *** Sent: Tuesday, September 23, 1:PMTo: *** ***Subject: RE: Revised Release Form ***, I have sent the release to the customer, and I have yet to receive the customers signed release formI had to revise it to accommodate customer’s specific reason for the releaseThanks, From: *** *** *** Sent: Thursday, September 18, 5:PMTo: *** ***Subject: RE: Tender Notice - *** *** Claim *** *** *** *hanks for the follow up. The customer contacted me with some concerns of the language of the release. I replied to her email explaining that the release releases ACS and *** *** from this particular incident, but not from any future claims. Hopefully she understood that and will have the release signed soonThank you, ** *** *** | Claims RepresentativeFrom: *** *** Sent: Tuesday, October 14, 11:AMTo: *** ***Subject: RE: Release Form for Direct TV Reimbursement - ACRI This is *** *** that was mailed out last Friday the 10th. *** ***American Carpet South, Inc."The Say Yes Company "Office: *** *** ***Fax: ***

Complaint: ***
I am rejecting this response because:
When ACS came they said that there was no way the flooringcould be installed on unlevel floors however they had no problem installingover the unlevel floors after charging us for bagsNo one told us the floorwould be “levelish” ..we were told the floors would be level and now there arehuge gaps under the trim that is being put up and it looks horrible and unprofessional. We were never told that to get the floorsperfectly level we would need more bags. We wanted our floors level so it looked professional and we were told that’swhat we were going to get however that is not what we gotIf we had been giventhe option to use more bags to make the floor perfectly level then we may havegone with that option so we didn’t run into this issue with the trim or in thefuture, or we could have accepted the bags and known ahead of time that it wouldn’tbe perfect, and how the floors are now we should have had the option to put thelaminate flooring down without leveling with a warning that since the floors aren’tlevel they couldn’t guarantee the flooring would last. When it comes down to it we were told the floors would belevel and we had no other options and now the floors look like they were doneby an amateur
Regards,
*** ***

Complaint: ***
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 *** got back to me quickly but will hold my opinion until the assigned person shows up and takes care of the problem*** 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,*** ***

*** *** contacted us on May 22, and we had scheduled to return
to her residence May 29,
At that time, we had *** *** our Project Manager and High End Electrical on site with the homeowner yesterday afternoon to address her concernsIt was determined that this was a preexisting condition It was her old BX wires from her 1st floor lighting circuit wired into her floor breaker boxWe had our electrician rewire this correctlyWe had our electrician correct her situation at no additional charge to her

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

From: *** *** Sent: Tuesday, October 28, 4:PMTo: *** ***; *** ***; *** ***Cc: *** *** *** ***Subject: FW: You have a new message from the Revdex.com of New Jersey complaint#*** *** - CUSTOMER REJECTED - RECTIFY IMMEDIATELY *** I spoke to *** *** at thebeginning of the month. He spoke to me about his concerns. He toldme he would like a refund because he paid for floor leveling and he wished thefloor was more level than it is. We have had the floor inspected and itis installed properly. When I asked *** *** if our installer used allthe bags of levelor that he was charged for he said that the installer did useall of them. The customer paid for bags of levelorThe installer used bags of levelor.The floor is installed in a way that we can gaurantee the install.The customer said he would like the floor to be more level, I said thatthat could happen if he were to pay for additional bags of leveling however, itwas not necessary for the installation of the floorThank You *** ***

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, however the pre-existing wiring allegations is not true nor was it discussed. It's very disturbing to hear that ACS would rather make statement than just own their error. The two floors electrical wiring was crossed by their electrical person *** from JMS electric. I have supporting electric billing from 11/up until 5/when the problem was discovered by my electric provider. As of June 6, 2014, it appears that a resolution was made satisfactory to me
However, I will be seeking reimbursement for the inflated electric billing which I mentioned and was ignored
Regards,
*** ***

Complaint: ***
I am rejecting this response because: it has taken months after original purchase and installTime will tell if the workmanship holds upCustomer service was horrible the entire months with this company
Regards,
*** ***

From: *** ***
Sent: Tuesday, November 18, 7:AMTo: *** ***; *** ***Subject: RE: You have a new message from the Revdex.com of New Jersey complaint*** *** - customer Claim she signed the release and still hasnot received the refund - please advise *** Thestore is processing a chargeback to usThe customer is receiving 390dollars off the leveling (% off)We will get confirmation from the storethat the credit was issued. *** ***General Manager N.EDivisionAmerican Carpet South, Inc.Ph ***Fax ***

Complaint: ***
I am rejecting this response because:My husband spoke with someone Monday October 6th *** reluctantly transferred him to a manager He claimed "the check just went in the mail today".No check received. *** 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,
*** ***

Had hardwood installed by American Carpet South through Home DepitThe floor buckledAfter nearly twenty phone calls, ACSouth sent a subcontractor to repairHe couldn'tMore phone calls got me a second subcontractor, who came and went with no change to the floorACSouth scheduled "our best master installer"I stayed home all day and waited....no one ever cameNo one ever calledMy floor is still buckled two months later

The customer purchased the flooring and installation from a third party; third party vendor which we do installation services for
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The store has been made aware of the customer’s dissatisfaction and inconveniences causedACS is currently waiting for *** *** to instruct on the next plan of actionWe sincerely apologizeIt is not our intention to not meet your expectations; unfortunately there are unforeseen occasions such as this one that did not allow for us to properly complete the installation

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*** *** *** spoke to this customer at the completion of the woodwork repairThecustomer told him that everything was fineHowever, It appears we did notissue a check in the amount of one hundred dollars to the customer and a check request to the customerhas been sent to accounting and will be mailed out in a few days time. Morgan MulkerinAmerican Carpet SouthOffice 800-290-Cel 802-233-8321Fax 973-330-

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

From* *** *** Sent: Monday, February 09, 1:PMTo: *** ***Cc: *** ***; *** ***i; *** ***Subject: RE: You have a new message from the Revdex.com of New Jersey complaint#***= *** *** Spoke to customer processingtodayWaiting on store they are sending
charge back. ThankYou,***
***AmericanCarpet South

Complaint: ***
I am rejecting this response because:When ACS came they said that there was no way the flooringcould be installed on unlevel floors however they had no problem installingover the unlevel floors after charging us for bagsNo one told us the floorwould be “levelish” ..we were told the floors would be level and now there arehuge gaps under the trim that is being put up and it looks horrible and unprofessional. We were never told that to get the floorsperfectly level we would need more bags. We wanted our floors level so it looked professional and we were told that’swhat we were going to get however that is not what we gotIf we had been giventhe option to use more bags to make the floor perfectly level then we may havegone with that option so we didn’t run into this issue with the trim or in thefuture, or we could have accepted the bags and known ahead of time that it wouldn’tbe perfect, and how the floors are now we should have had the option to put thelaminate flooring down without leveling with a warning that since the floors aren’tlevel they couldn’t guarantee the flooring would last. When it comes down to it we were told the floors would belevel and we had no other options and now the floors look like they were doneby an amateur
Regards,
*** ***

Complaint: [redacted]
I am rejecting this response because: The Company HAS AGREED to finish the job they WERE PAID to finish and the Company did not discuss how they...

should compensate for their consistent mishaps. They did not contact me to reach settlement - rather a family member who has a language barrier - despite my making perfectly clear earlier (in beginning of JUNE) that it is I whom should be contacted for anything and everything. The Company did call me throughout this process but decided to not do so after being reported to Revdex.com.  Also, we were not contacted by Mr. [redacted] to schedule final work at 7/23. It was Joel [redacted].
Although I am satisfied with my floors now that they are completed, at this point it shouldn't be anything less than perfect. We are displeased how the Company does their business and demand compensation.
Regards,
[redacted]

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 9/4 to get in touch with him. I also mentioned, to please contact [redacted] to discuss this. So 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 today. This 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.