American Carpet South

I apologize for any inconvenience during the installation process. As of today, 9/23/2015 the customer is set up for a final completion of the flooring installation. After the installation has been completed our Customer Care Department will follow up to ensure the installation has been...

completed to their satisfaction.

[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 me. I am still awaiting resolution to my Home Depot complaint that has gone to the Atlanta Revdex.com. Both parties in my complaint are only minimally meeting resolution(s).
Regards,
[redacted]

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 case.
The email that was sent to me on 5/7/2015 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 2015 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 2 months ago. This 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 home.
Estimate 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 $765 and $1450.00 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 damaged-as noted 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/staining. I 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 repaired. But instead they sent me a check of an insulting and disrespecting 777.88 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 it. When 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 damages.
And as far as even finding a hard wood floor company to give me even  quote almost all of them had a minimum of either 800.00 or a 2 room work service minimum for the job to even be worth their time. [redacted] because they are who I hired in 2008 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 800 minimum and 2 room limit. Yet [redacted]/their insurance company sent me an email that a company who I already had researched gave a price of 700.00 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 3/31/2015 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 repaired.
And 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 would. There 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-
$765.00 attached estimate provided by MCL floor repair+25.15-1-transition strip-dining room to living room (they damaged) +22.47-1 transition strip dining room to kitchen-needs to be removed/replaced to sand the floor.
and $1450 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 him.
If 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 installers.
I 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

[redacted]
[redacted]
 
[redacted]      [redacted]...

[redacted] spoke to this customer at the completion of the woodwork repair. Thecustomer told him that everything was fine. However, 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    800-290-1752 Cel        802-233-8321Fax       973-330-5848

[redacted]  [redacted]
[redacted]
Due to my work schedule, I was unable to call back to the business until I got home from work. Unfortunately that was always after they were closed. However on 9/10 @4:40 PM I did speak to [redacted] in the [redacted] Office and we have an appointment set up for 9/17 with 2 installers to see if the stove and refrigerator can be removed totally from the kitchen. If that can be done, they will order new vinyl for a total replacement. I do accept this offer from them at this point. I have also called [redacted] Larka in the New Jersey office and relayed the same message to her.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Exactly my point – we paid for leveling and didn’t get alevel floor.  Why should we pay a secondtime to have the floor releveled? Again your company is admitting the floorsare not level.  We had already agreed tohave ACS send someone out to look at the floor and take pictures and ACS sentthe same workers that put the floors down. They came, they took pictures and agreed that they weren’t level butsaid they had to go back with the pictures before they could do anything.  Since we already agreed to your companysending someone out and your company already performed that task I ask why weshould have to go through that again? More time off from work, more time foryour company to say “let me bring the pictures back for review and we will giveyou a call” and never get a call back? Putting a level on the floor will showthat it is unlevel, which ACS already has pictures of.  
Regards,
[redacted]

+++++++++++++++++++++++++Concerning customer [redacted] complaint, this is still an ongoing issue. American Carpet South, the [redacted], and the installers insurance company have been in contact with the customer in an attempt to resolve the issue.  American Carpet South has offered...

compensation of $1346.93 to cover the damage to the customers furniture in full – this is offering the customer full replacement value.  The Customer is also claiming damage to her existing floor.  This was inspected by an insurance adjuster and it was determined that while some scratches and damages may have been caused by the installer, many were preexisting.  Based on this, [redacted] sent the customer a check for $777.88 to cover the damages to the floor (adjusters report attached).  We stand by the insurance adjusters findings. In conclusion, American Carpet South has offered the customer full replacement value of any furniture claimed damaged, and stand behind the insurance adjusters finding regarding the floor.  At this time, we are waiting on the customer to execute the attached release so we can close this matter.

Complaint: [redacted]
I am rejecting this response because: As of Wednesday afternoon February 11 the store has not yet credited the credit card on file in the amount of 628.95.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this...

response because: I was told between 1pm-5pm. I will be happy only when the repair is made prior to my leaving on the 2nd of Sept. 2014. I 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 today. Having it done today was the promise made about 2 weeks ago, I was assured on Wed it would be done Friday Aug. 29th and I expect and will accept nothing less. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: it has taken 18 months after original purchase and install. Time will tell if the workmanship holds up. Customer service was horrible the entire 18 months with this company.
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 away. I promise you that.
Regards,[redacted]

We have a technician going to the customer job site this afternoon 8/29/14. Customer has been contacted and informed of her 2-6 timeframe for the installer to arrive this afternoon.  customer is very happy that we can accommodate her.

From: [redacted] Sent: Wednesday, February 11, 2015 2:36 PMTo: [redacted]Cc: [redacted]Subject: RE: FW: You have a new message from the Revdex.com of New Jerseycomplaint [redacted]. = [redacted] at the store isprocessing the charge back today and they will credit the customer which willget to them within 5 business days. ThankYou,[redacted]
[redacted]AmericanCarpet South"TheSay Yes Company"P: [redacted]F: [redacted]C: [redacted]

+++++++++++++++++++++++++Concerning customer [redacted] complaint, this is still an ongoing issue. American Carpet South, the [redacted], and the installers insurance company have been...

in contact with the customer in an attempt to resolve the issue.  American Carpet South has offered compensation of $1346.93 to cover the damage to the customers furniture in full – this is offering the customer full replacement value.  The Customer is also claiming damage to her existing floor.  This was inspected by an insurance adjuster and it was determined that while some scratches and damages may have been caused by the installer, many were preexisting.  Based on this, [redacted] sent the customer a check for $777.88 to cover the damages to the floor (adjusters report attached).  We stand by the insurance adjusters findings. 
In conclusion, American Carpet South has offered the customer full replacement value of any furniture claimed damaged, and stand behind the insurance adjusters finding regarding the floor.  At this time, we are waiting on the customer to execute the attached release so we can close this matter.

From: [redacted] Sent: Tuesday, October 14, 2014 4:13 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 $100 gift card. ThankYou,[redacted]AmericanCarpet South"TheSay Yes Company"P: [redacted]F: [redacted]C: [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]

From: [redacted] Sent: Tuesday, October 14, 2014 11:36 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, 2014 11:33 AMTo: [redacted]Subject: FW: Release Form for [redacted] Reimbursement - ACRI Did this check go out? Please advise. [redacted]  From:[redacted]Sent: Tuesday, October 14, 2014 10:58 AMTo[redacted]Cc: [redacted]Subject: Re: Release Form for [redacted] Reimbursement - ACRI Check never received. Two separate people have told us the check went in the mail"today". We were told that 5 days apart. Emails are ignored. Your customer service rep [redacted] 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, 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 room. The first time I waited 2 hrs past their due time, the second time another 2 hours past the 4 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 great. They 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 2 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 up. Twice bitten.... I eventually had to cancel the order. Now I have to start again.
I have NEVER had such a terrible experience with carpet being installed. Just had major installation in one of our other homes and this was a very positive experience!!
Again, avoid!!!

I apologize for the delayed response on this Revdex.com complaint.  
'Times New Roman', serif;">The original installation was done on 01/31/15. The customer call in on 03/13/15 to state that the boards were beginning to separate. A service was scheduled and we did send a different installer than the original as requested by the customer. The area of the floor that was of concern to the customer was caused by a installation error on part of the original installer. We decided the best course of action was to replace the flooring and new flooring was ordered. When the second installer was out to fix the original problem on 05/08/15, he noticed the rest of the floor was also beginning to have gaps. New product was ordered for the complete replacement and final installation was done on 06/01/15. I must admit most of the time between the service calls and reinstallation was because of the difficulty in acquiring the product needed for the replacement. In the end, after the replacement was done at no cost to the customer, the customer was compensated for any inconveniences he suffered. Check #[redacted] for $1000.00 was mailed on 06/05/15.

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, 2016. It is now August 4, 2016 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 2 weeks. Next, the contractors from ACS (American Carpet South) came July 4, 2016 to install. Nelson from ACS told me I would need to pay an additional $1100 to repair the subfloor of 120 sq ft in order to lay down the laminates. I hired a contract for $500. ACS workers returned on July 8, 2016. They lay down the laminates but there were obvious issues with the flooring. It was moving, cracking, etc.. They 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 10 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, 2016. 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 work. Stating, "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 duty. In 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 time. In 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 time. That'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.