American Carpet South

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.

Dear [redacted] We have already seen the issues with regards to this install and we already are scheduled to go to [redacted] resident on 9/8/14 and everything should be resolved that day.Thank you.Regards,[redacted]

Tell us why here...
Please accept this letter referencing complainant, [redacted] regarding a Customer Service Issues complaint letter recently filed to the Revdex.com by [redacted]....

These issues reference a carpet installation by American Carpet South, whom is contractually related to The [redacted].
American Carpet South and complainant fully agreed to the following resolutions to satisfy the Customer Service Issues:
·         Full refund for the padding purchase
·         Total payment to clean the carpet
·         Full payment to have the areas of concern repainted
The above payments will be distributed to the customer upon receipt of a signature required Customer Compensation Release Form to be returned to 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 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 furnitureAs 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 anythingHARD WOOD FLOOR REPAIRThe 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

ACS has taken responsibility for the leak in the customer’s home. We were mistaken in our original determination as to how the leak was caused and have since been in contact with the customer...

stating so. We have received estimates from the customer and our insurance adjuster left a message for the customer 5/27. It is our intention to fully satisfy this complaint.
  
[redacted]
American Carpet South
phone: [redacted]       [redacted]

From[redacted] Sent: Monday, February 09, 2015 1:08 PMTo: [redacted]Cc: [redacted]i; [redacted]Subject: RE: You have a new message from the Revdex.com of New Jersey complaint#[redacted]. = [redacted] Spoke to customer...

processingtoday. Waiting on store they are sending charge back. ThankYou,[redacted]AmericanCarpet South

This customer’s replacement has been completed. I personally confirmed with customer[redacted]
was on location. Customer explained that everything looks good. Thanks.

Review: The day my floor was installed, the installer shot a nail through the quarter round and through the middle of my [redacted] cable resulting in a service call to [redacted] for repair. The total cost of the service call was $52.95. A release from ACS was signed September 18 and my refund for the service call was to be mailed. The refund was never received. Numerous emails and phone calls have been made. The emails have been ignored and when I speak to someone on the phone, I am told "it was mailed today". That has happened twice.....5 days apart. Still no check. Their customer service reps are rude. They keep telling me my check is in the mail which is just not the truth.Desired Settlement: $52.95 is the amount I had to pay to have my TV cable repaired that the installer damaged.

However, I feel $100 would be acceptable considering what I've had to go through

Business

Response:

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

Consumer

Response:

Review: [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,

Business

Response:

This is [redacted] The Assistant to the CEO and Director of Customer Relations. Yes, [redacted] placed a claim the [redacted] claims Department - [redacted]. I handle all the claims for American Carpet South. Below is the information on when the check went out. This claim was took a while to settle, since we [redacted] was not going to sign the release form, which is standard procedure. I received this email:From: [redacted] Sent: Tuesday, September 23, 2014 2:00 PMTo: 'Hall, [redacted]Subject: FW: Tender Notice - [redacted] Claim #[redacted] I WILL UPDATE YOU ONCE [redacted] signs the release so we can close the claim From: [redacted] Sent: Tuesday, September 23, 2014 1:55 PMTo: [redacted]Subject: RE: Revised Release Form [redacted], I have sent the release to the customer, and I have yet to receive the customers signed release form. I had to revise it to accommodate customer’s specific reason for the release. Thanks, From: [redacted] Sent: Thursday, September 18, 2014 5:29 PMTo: [redacted]Subject: RE: Tender Notice - [redacted] Claim [redacted]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 [redacted] from this particular incident, but not from any future claims. Hopefully she understood that and will have the release signed soon. Thank you, [redacted] | Claims RepresentativeFrom: [redacted] Sent: Tuesday, October 14, 2014 11:36 AMTo: [redacted]Subject: RE: Release Form for Direct TV 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]

Review: Contracted service installer for my carpet (on behalf of Home Depot (where carpet was purchased from)). Neither Home Depot or ACS has resolved my issues. Original carpet install took place 10/27/14 and was done poorly. Also, the install resulted in paint damage to my walls and woodwork. First email correspondence to Home Depot regarding issues (after going to store to discuss) took place on 11/4/14, after 2nd attempt by ACS to come and fix/repair failed (on 11/4/14). After being told to get repair estimates, and sending to ACS (and then waiting for several weeks), my request was denied on 11/26. Home Depot rep and ACS rep came to my house on 12/8/14 to review issues. I was told at this meeting that all correspondence should go thru Home Depot as they would be the negotiators. 3rd attempt to come fix/repair issues scheduled for 1/23/15. Woodwork repair was attempted on 1/23/15 (as ACS was not going to replace damaged baseboards but re-stain only). ACS rep was on-site with the repair person (on 1/23/15) who told me that someone from ACS would be contacting me to resolve the paint damage reimbursement I had also filed.Desired Settlement: As the woodwork is still not acceptable to my standards, but I am being told I have to "live with it" because this damage is "to be accepted" -- but is not worded in the contract (ACS rep even indicated that this was a problem with the Home Depot contract), I am not sure what else can be done on that issue. Outstanding still is the reimbursement for the paint damage. All correspondence to ACS and Home Depot has been documented via email and photos, which I have if needed. This, to say the least, has been an absolute nightmare since the beginning, and has now been ongoing for 4 months.

Business

Response:

[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

Consumer

Response:

[redacted]

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,

Review: We have had both carpet and hardwood flooring installed over the summer (2015) from American Carpet South (ACS). Due to the hardwood flooring being installed first, ACS had to move our bedroom furniture onto our hardwood flooring when they returned to install our carpets. This resulted in scratching several areas of our brand new hardwood floors in our common living area. We have contacted [redacted]-Customer Order Specialist), as ACS is their installer, to help us in arranging to have this matter resolved. There were approximately three (3) emails and numerous phone calls with [redacted] (Edison, NJ location) that noted ACS was aware of this situation. ACS finally sent out their project manager (Richard) who inspected our floors on October 8, 2015. He reported he was going to order our flooring (which is also under warranty) in order to replace the scratched floor pieces. However, after constantly calling and following up, we have not received any further assistance from either [redacted] or ACS. The project manager (Richard) frequently stated he "will call back", but has yet to do so. This purchase was approximately $5800, including the warranty, which should cover reinstallation and/or additional flooring replacement.Desired Settlement: The desired outcome is for ACS to replace the damaged/scratched floor boards as soon as possible.

Business

Response:

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 call. Two cases of materials was ordered through the [redacted] for the customer repairs. The materials will arrive in the store on 11/20. As soon as [redacted] 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.

Review: I purchased carpet from [redacted] which was installed by your company, last September. Just a few months after installation I noticed a “line” in the carpet where it seemed to be fraying. I contacted the store who came out and inspected and took pictures. They were then forwarded on to you for review. Nothing happened for weeks. When I called to question the status, your company claimed they never received the photos. I took them myself and sent them again.

Shortly after, you sent someone to check the carpet to see if it was a defect in material or installation problem. You decided it was a defect and the information was sent to the manufacturer. They send their own inspector a month later. His report showed it was a problem with the seam and you were responsible for fixing it.

I had an appointment with you today for the repairs. Nobody ever called on Friday to give me a time frame. So the installers called and they were at my house. Nobody was home because I didn’t know when you were coming!! His reply was, “We’ll catch you next time”. So I had to call in, be on hold for 10 minutes, only to be told someone would call me back within 30 minutes.

Well, 30 minutes have come and gone and nobody has called. Not that I’m surprised by that. You customer service has been awful from beginning to end. You send people to my house that cannot speak English and have left trash all over my yard both times they have been there. To say that I am fed up and disgusted is an understatement.

So I am now waiting to hear from you AGAIN so you can send someone to fix something you have already said you’re not responsible for… So tell me, how do you think this is going to end for me?? I have been dealing with this nonsense since July!Desired Settlement: I would like to be contacted in a timely manner. I would like an appointment time set and kept to. I would like this problem fixed before the Holidays. I would like your employees that come to my house to be professional and courteous. I would also like a supervisor to come with them and ensure the work is done correctly and I do not have to have you back again.

Business

Response:

ACS is scheduled to go out to service the customer on November 19th. The office manager contacted the customer and confirmed November 19th with them.

Consumer

Response:

Review: [redacted]I am rejecting this response because: It does not undo the problems I have already had with them. They are not sending a supervisor to oversee the work and I cannot say with confidence it will be done correctly.Regards,[redacted]

Review: When carpet installer arrived to install the carpet, the truck he was driving dumper about 1 to 2 gallon of motor oil on my just sealed driveway. They responded after a long period of time by asking me to get a quote for the repair, which I di in the amount of $500.00. Which they now refuse to pay.Desired Settlement: Process claim for repair in the amount of $500.00, which is a reasonable amount to get the work completed by a licensed and profession company.

Review: We purchased flooring through [redacted] and they subcontracted to ACS. They came to install the floor and said that it wasn’t level and they couldn’t put down the flooring until they leveled the floor. The installers put a level on the floor which we could see a small space under the level. Since they wouldn’t do the floor unless we agreed we said ok. When they were done we did a quick visual inspection and at first glance the floors looked ok. However the next day we were installing the trim and it became clear the floors were nowhere near level. We then took a closer look at the floor and there were many spots that are clearly uneven. We called ACS and they said that they were going to send someone out to inspect the floor. The people that came to inspect the floor were the same installers who initially did the work. The installers saw that it was clearly not level however told their boss it was fine so they wouldn’t get in trouble. They told us that the leveling process would never get it completely level. We were never informed that the floor would still be uneven and the floor actually seems to be no better than before, if not worse. We have been on the phone non-stop with ACS. They keep asking for pictures which we have sent them many times, they say that they will call us back and never do, and we call for updates where they again say they didn’t get the information. They finally said they would send out a contractor to help put up the trim in a way to “hide the problem” which basically is admitting that there is a problem to begin with. We turned down this service since simply hiding the problem is not an acceptable solution. We asked why we were told that there was no way they could initially put down the laminate floors unless they leveled the floors but then put the floors down on the unleveled floors after. We were then informed that there was nothing they could do since we were paying for services rendered.Desired Settlement: We would like ACS to take the cost of the leveling off of our bill

Business

Response:

From: [redacted] Sent: Tuesday, October 21, 2014 11:05 AMTo: [redacted]; [redacted]; [redacted]Cc: [redacted]Subject: RE: You have a new message from the Revdex.com of New Jersey complaint#[redacted]. [redacted] Both [redacted] 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 fail. If she wants her floors laser level we can always go backout and add more leveling to her floors, customer has to agree to charges. Shestated her floors are bad but won’t allow us to go out with a leveler to takepictures. She paid for leveling and leveling was done, husband agreed he wasthere when leveling was done.

Consumer

Response:

Review: [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,

Business

Response:

From: [redacted] Sent: Tuesday, October 28, 2014 4:22 PMTo: [redacted]; [redacted]; [redacted]Cc: [redacted]Subject: FW: You have a new message from the Revdex.com of New Jersey complaint#[redacted]. [redacted] - CUSTOMER REJECTED - RECTIFY IMMEDIATELY [redacted] I spoke to [redacted] 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 [redacted] 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 12 bags of levelor. The installer used 12 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 floor. Thank You [redacted]

Consumer

Response:

Review: [redacted]

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 12 bags. No 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 got. If 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 12 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,

Business

Response:

From: [redacted]

Sent: Tuesday, November 18, 2014 7:38 AMTo: [redacted]; [redacted]Subject: RE: You have a new message from the Revdex.com of New Jersey complaint[redacted]. [redacted] - customer Claim she signed the release and still hasnot received the refund - please advise [redacted] Thestore is processing a chargeback to us. The customer is receiving 390dollars off the leveling (50 % off). We will get confirmation from the storethat the credit was issued. [redacted]General Manager N.E. DivisionAmerican Carpet South, Inc.Ph [redacted]Fax [redacted]

Review: We ordered a vinyl floor from [redacted] and the job was outsourced to American Carpet. on Saturday, April 12th I gutted my kitchen and laid underlayment on the subfloor. After [redacted] and American Carpet found out that I installed the underlayment myself I was told that laying the underlayment myself COULD affect the warranty on the vinyl flooring and that someone would have to come out and inspect the work I did to determine that. No inspector was ever sent out. On Friday, April 25th the installers arrived with the flooring and looked at the job I did of putting the underlayment down, they said that although it was laid right, they had to do additional work to prepare it; this work included banging existing nails in further and re-nailing the entire thing down. For this additional work, they charged me about an extra $350. While the installers were still there but after they had finished nailing the floor down, I walked downstairs and heard a dripping sound. I looked up and my ceiling was bubbling and water was dripping through the trim by a window. I immediately shut off the water and called a plumber who came in a diagnosed the problem which was that a nail was put through the floor and punctured a water pipe, causing my downstairs ceiling to flood. The plumber said that if I had punctured the pipe myself back on April 12th that the water accumulation would have collapsed my ceiling at some point in the two weeks that went by before the installers came to install the floor. Therefore, the pipe was punctured by American Carpet without a doubt. When I submitted my claim to them they responded and said that the claim was denied and they are now refusing to pay for the damage to my family room ceiling, which is going to need to be replaced almost entirely.Desired Settlement: I would like for American Carpet to accept responsibility for the actions of their employees and repair or reimburse me for the repairs that have to be made to the ceiling in my family room which is now an unlivable space until it is fixed. This entire situation has been an additional hardship on my wife and I during a time where we are in the middle of a kitchen remodel AND are expecting our first child in about a month. All I want is for them to pay for the repairs due to damage that was caused by their company...That is not too much to ask!

Business

Response:

ACS has taken responsibility for the leak in the customer’s home. We were mistaken in our original determination as to how the leak was caused and have since been in contact with the customer stating so. We have received estimates from the customer and our insurance adjuster left a message for the customer 5/27. It is our intention to fully satisfy this complaint.

American Carpet South

phone: [redacted]

Review: In Aug of 2014 [redacted] of [redacted] contracted ACS to install hardwood flooring in our house. The job was to take one day. When this kind of work is done, I except the work area to be tidy and for my house to be respected. Neither was the case. They failed to seal doors to prevent dust from covering the first floor. The job took longer than than expected and the installers were to return by 3:00 pm the next day. When they were not there by 5:00 pm we were informed that they were leaving a job and would be right there. After an hour I called and was told that the previous job was 2 hours away so they would be there soon. They arrived 5 hours late.

Materials were missing from the job the the floor was never finished. I rescheduled for Sat, Oct 11. I had two installers from ACS coming that day. There was confusion with what exactly the first installer to show up was doing. 15 minutes earlier, I received a call that the carpet installer would be there soon. I presumed that the man who showed up was the carpet installer so showed him the stairs that were to be worked on. The carpet installer was to have the materials. This man did not so I thought there was an error. He never once told me that he was the hardwood floor installer not the carpet installer and left. We received a call from ACS saying there was some confusion. Agreed. We were told that both installers would be there in a few minutes. Carpet installer showed up a few minutes later. Hardwood installer was out of reach for several hours and we were ultimately told that rather than return to our house as we were told, he went to another job. Again, floors not finished.

I spoke to the GM that day who promised me that the installer would be there on Tues, Oct 14 by 9:00am. He would personally give out the orders of the day. It is 10:45 am and the installer is still not there. The GM never spoke to him this morning and he went directly to another job erasing the GM's promise to us.Desired Settlement: I expect that we be reimbursed the cost of installation.

Business

Response:

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]

[redacted]AmericanCarpet South"TheSay Yes Company"P: [redacted]F: [redacted]C: [redacted]

I am a childcare business that ordered carpet through Home Depot. We were so excited until I received our carpet and it was the wrong color. Because I'm a business I was left with no choice but to accept this. There were 6 gentleman present but only 2 of them were working. It took them 7 hours to install the wrong carpet! The day after I noticed many problems with the carpet and contacted Home Depot. I was looking for a resolution immediately considering I spent so much money on the carpet and install. However, the initial install took place in April of 2015. I have been fighting with Home Depot and American Carpet since then. Yesterday I had American Carpet come into our center to rip out the defective carpet and replace it with a new one. The 2 installers were there from 8:45am to 7:00pm and the carpet still was not installed and they left my center completely unlocked with no notice that they were even leaving! We have been contacting ACS since 3 pm today, which they were supposed to have a team of installers to install the carpet correctly so I can open the classroom tomorrow, and just heard from them now two hours late! I have NEVER done business with a company that was so disorganized, disrespectful and just plain rude before in my life!!! I will NEVER use them again and will be speaking to Home Depot tomorrow regarding legal action against ACS

Review: On March 23, 2014, I requested a quote from [redacted] for Vinyl flooring and Installation. May 1, 2014 I was billed $1576.57 to cover the vinyl and installation. When I was at [redacted] inquiring about flooring back in March, I was asked what appliances would be in the room. I told the salesperson there will be a stove and a refrigerator. She never told me they had to be totally out of the room the day of install. Finally on July 15th one installer comes to install the vinyl at 11:00AM. Within 5 minutes of being there, he went out to his truck and called his boss and told him that the stove and refrigerator were still in the kitchen. His boss then called me on my house phone and said we have a problem because they were supposed to be out of the kitchen. I told him I was able to help him move them to get the vinyl underneath and I even had another person there to help if needed. The installer came back in and started laying the sub flooring. He took of the back door and my inside cellar door. As the day progressed by early evening, he finally starts to install the vinyl. I mentioned to him that I was available to help him move the stove and refrigerator when he needed. He told me that the doors needed to be trimmed to be able to fit properly. I told him I will trim the doors. By 10:00PM I told him he will have to come back and finish. He returned on July 16th approx 6:00PM to finish. Finally completed everything except the trim molding (because it needed to be painted). After he left I inspected under the refrigerator and stove to see how he did. I was shocked at what I saw. He put the vinyl under the refrigerator approx. one half inch around the whole perimeter leaving the sub flooring exposed. Under the stove, he slid a piece under but cut about 6 inches away from the cabinets and about 12 inches away from the back wall. Then he even had the nerve to cut the stove feet out of the vinyl. Some spots along the wall are not even cut straight. I do have pictures.Desired Settlement: As my desired outcome I would like to be reimbursed the cost of the Vinyl Installation. I want a total re-install paid for by American Carpet South, not [redacted], and not just a piece install let they want to do. Also installed with more than just one installer.

Business

Response:

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.

Review: 5-month installation issue with my flooring that I purchased from the [redacted]. The first installation was not done correctly, they came out to repair. We then discovered services that I had purchased – such as the floor leveling – had not been done. The second installer did a good job, but they ran out of materials. I then spent another month running down the materials. They failed to schedule the final install. They are unwilling to discuss compensation. I had to move a tenant out of the room 3 times and she's lived with a partially finished floor for the past month.Desired Settlement: I would like to have the floor installation complete and I would like compensation for the rent that I have had to refund.

Business

Response:

I apologize for the delayed response on this Revdex.com complaint. 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.

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: Purchased 2 rooms of carpet from [redacted] 10/2014, to replace the wall to wall carpet already installed in living room/basement.[redacted] subcontracted installation of carpet to [redacted] Had just purchased on holiday sales-new 60 inch Vizio TV/new TV stand/mount for tv. last stand stand was only for a 48 inch-purchased bc 48 inch tv stand/mount weld snapped& tv crashed down on the stand-both purchased new in 2007 neither under warranty both irrepairable.11/15/2014 order new living rm furniture-new end table/coffee table from [redacted]was delivered 11/17/2014-we assembled 11/18/2014 as new carpet was being installed 11/19/2014 looking fwd to enjoying our semi new LR.Preparing for carpet install per their instructions we removed all fragile, small and electronic items from basement/living room-allowed us 6 pieces of large furniture we "PAID" 50 PER Rm 4 carpet installers to move.LR-only had the bulk sized furniture2move-new tv stand/mount/new coffee & end table, sofa/love seat.They arrived 4hrs late@7pm no respectful communication letting us know, couldnt communicate w/them-language barrier neither spoke nor understood english,Extreme lack in professionalism-arrived-yet never knocked on door-was sitting outside in van about2drive off gf by chance saw a van double parked outfront-came in speaking as if she thought van meant they finally arrived.I ran outside & caught van as it was leaving.I fell asleep b4 they finished gf said they were there past 11 never got 2basement.I went downstairs looking fwd 2see new carpet & what stood out more was damage installers did 2my home& furniture.All the baseboards damaged w/ huge dents/divots all along perimeter i'm assuming made by the kicker leg. Drag type Scratches all over hardwood floor in dining room-chipped wood/metal on all pieces of new furniture.damaged transition strip-improperly replaced.Provided pics of damage same day,Expressed complete dissatisfaction.Expressed basement will not be installed by same 2Desired Settlement: The damage noted 2my LR also includes scratches on front door molding both sided of foyer when removing/reinstalling tack strips. I provided them pics on 11/20 via email.Told customer service on the phone they needed 2send out2different installers2do the basement&at least 1we could communicate w/& they agreed/also stated that they would take care of repairing the damages2my home/furniture & would get back in touch w/me to arrange a day/time 4some1, ACS referred2 as "Sedgwick"2come out& take pics 4them,2estimate the damages.On 11/28 I left 4work while gf waited 4ACSouth installers4 the basement carpet.ACS LIED&SENT OUT SAME INSTALLERS!ACS LACKS IN Integrity professionalism&quality of required competency of installers.Completely disrespected my home after I trusted their word &gf couldnt communicate w/them.Theft left solid pinewood desk in pieces on carpet/splintered/ chipped/woodFloor/door trim/panel .Provided furniture Replacement Receipt Proof&Repair Estimates=3611.11-OFFERED ME 777!

Business

Response:

+++++++++++++++++++++++++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.

Consumer

Response:

Review: [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.

Review: HOme Depot outsource this company to do a kitchen design on the floor which included plumbing and electrical work. This ACS started the work 10/2013 and completed the work approx. six weeks later. However only to find out that the electrician had re-wired the first floor apartment electric to the second floor apartment. My electric bill has increased and which resulted to the electric company disconnecting my service on the second floor which interrupted the first floor, too. The electric (PSEG )company came out and stated the wiring is connected.Desired Settlement: I also want to be compensated for the cost of the billing for electricity for the first floor that I have paid for...I have supporting documents. Repairs with no costs.

Business

Response:

[redacted] contacted us on May 22, 2014 and we had scheduled to return to her residence 011 May 29, 2014.

At that time, we had [redacted] our Project Manager and High End Electrical on site with the homeowner yesterday afternoon to address her concerns. It was determined that this was a preexisting condition It was her old BX wires from her 1st floor lighting circuit wired into her 2101 floor breaker box. We had our electrician rewire this correctly. We had our electrician correct her situation at no additional charge to her.