American Carpet South

Review: Good Afternoon, I am writing to you today in response of a recent phone call that I received in regards to our installation service and over all experience with American Carpet South. Please understand our frustration in writing this letter is not with the installers of the carpet themselves however with the management and over all supervision of our project. Below is a time line of all of the issues that we have experienced over the past 3 months.From November 29, 2014 to February 5, 2015 we have tried to resolve our carpet issues with ACS. On numerous occasions (4) we had to reschedule the installation of our runner due to the following reasons:12/27/14-installers arrived with damaged carpet that could not be used and installation was not complete.1/13/15-We had to contact ACS to reschedule-no one called to follow up with us in regards to the work that was supposed to take place on 12/27.1/13/15-ACS installers confirmed install between 2-6pm. They showed up at 9am. 1/13/15-ACS needed to return to complete landing work.1/23/15-Installers arrived however they arrived without carpet or a binding machine to complete the work. No work was complete and we needed to reschedule.2/2/15-confirmed to arrive between 2-6pm. No one arrived and no one called. Work was not complete and we needed to reschedule again.2/5/15-installers arrived to complete the work. After our experience with ACS we would like to first restate that the installers handled the job well. Our issue is with the management and the lack of organization regarding the scheduling of installation and how our comments were heard. We felt ignored and that everyone was focused on getting a "10" but no one was anxious to follow through to see that this job was complete to our satisfaction. If follow through had taken place, we would have been called before 12/27/2014 to let us know that our carpet was damaged and have our options discussed hopefully to alleviate the many times of rescheduling.Desired Settlement: Monetary refund on our installation.

Business

Response:

From[redacted] Sent: Monday, February 09, 2015 1:08 PMTo: [redacted]Cc: [redacted]; [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]

[redacted]AmericanCarpet South

Consumer

Response:

Review: [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,

Business

Response:

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]

Review: Delivery of materials was late. Installers were a day late. Finish time was 2 days later than I was told it would be. During installation the workers showed up without proper supplies [redacted] said they should have come with plywood) and it took 3 guys to go pick it up at [redacted] (further delay). The house had been freshly painted. Workers had no regard for this as they sawed their materials allowing dust to settle all over the walls and other painted surfaces. During installation they found they were short a piece of flooring and asked me to go to [redacted] to pick it up.

Approx a month after installation I find soft spots in the flooring where it squeaks and I can feel the edge of the board. I was assured this problem would be fixed before September 2nd of 2014. I had told them I was leaving town for an indefinite period of time. They said, "No Problem".

They have now cancelled 2 appointments and inform me they cannot fix the issue prior to my leaving. I schedule this initial appointment well in advance and still no service. They actually suggested I leave a key under the mat before I go and they would fix in my absence. This is unacceptable.Desired Settlement: I want the proper repairs made before September 2nd, 2014

Business

Response:

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.

Consumer

Response:

Review: [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,

Review: I purchased new laminate floors from the [redacted] to be installed by American Carpet South. The first installers who came out were unable to install the floors by the second floor landing due to not having the right end pieces. They informed me they would need to order a new piece that, once delivered, can be installed and the job would be done. About a week and a half goes by in which time the company never contacted me. I was calling them almost every other day for an update. They were not only clueless as to what was happening and I was transferred through several people, but a gentleman named John S[redacted] was very rude and failed to get back to me on several occasions. The second installer that came out said nothing needed to be ordered all the right pieces were shipped but he did not have time to complete the project and left.Desired Settlement: I want the job to be finished, I paid for these floors two months ago. I am tired of calling the company when they should be contacting me to finish the job.

Business

Response:

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.

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] The company canceled the installation set for 9/23 because they needed another part which also had to be ordered. Since then I have been waiting for the part to come in and to reschedule installation. I am not satisfied with the company, however there is a new person handling my complaint whom has been communicating each step of the way. They also contacted the [redacted], where the purchases were made, and put me in touch with the store manager for further follow up. As of now the job is not complete, but hopefully they should be scheduling the completion tomorrow.

Regards,

Review: I wish I could select several problems. I purchased new flooring through the [redacted] and the [redacted] contracted American Carpet South to install the flooring. The day prior to the install I was supposed to receive a phone call giving me a 4 hour window for the install. No Call. The next day they gave me a 10 minute heads up on a time, which caused me to miss work. They installed the flooring but damaged the flooring in the process and one of my cabinets. We noted the damage and they agreed to come back and fix it. They returned on 3 different occasions to fix the damage each time apologizing and each time saying the next time they would get it right (each time with no communication forcing me to call them and remind them of their own appointments). One of those 3 occasions they were a no show entirely. On the 5th visit to my home they fixed the flooring they had damaged but could not fix the damage to my new cabinets. They scheduled to have [redacted] come out and fix it. On the day of the "fix" being the 6th visit to my home there was a no show. They did not follow up with [redacted] to ensure they damage they caused would be fixed. They asked me why I hadn't done it, as if the damage they caused was now my responsibility. Communication was abysmal, service was abysmal, and I am now 6 weeks in to a floor installation that should take 3 hours and it still isn't fixed.Desired Settlement: My desired outcome is for them to take ownership of the damage they caused, ensure the installation is completed and to refund a portion of the cost of the job as compensation. If I wanted a poorly installed set of laminate floors that took 6 weeks I could have done that myself for a lot less money.

Business

Response:

This customer is satisfied. Confirmed with customer this morning. This complaint was 'Filed on 12/7 and was resolved shortly after

Consumer

Response:

It is not accurate to describe me as satisfied. I will accept that the actions are completed, but they were not fixed by ACS (Who contacted me finally 4 months after the initial incident and 2 months after my complaint to Revdex.com). [redacted] took it on themselves to resolve the complaint due to the incompetence of ACS. I'd like to this to be accurately reflected in the resolution of this complaint.

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: On January 26, 2015 our carpet was installed. We were very excited to be rid of the old pink and green carpet. Carpet Installers from American Carpet South came to move all the furniture before installation occurred. The Installers piled furniture in the kitchen and dropped the top of my dining room table against a brick wall and took a chunk out of the edge. I thought to myself accidents happen and I let it go. Later in the evening when we tried to set up our computer armoire, we noticed that 2 of legs were broken completely off and the armoire was no longer level. The doors would not even stay shut.

In the meantime on January 30 another crew came to install the stairs. At this point the stairs were done wrong with a waterfall edge when we specified a close edge (sorry I don’t know the proper lingo). We also noticed that there were nicks, gouges and scratches done to the wood work on the stairs. It is at this point we called the [redacted] store in [redacted] to discuss the problems with the stairs and the furniture. They referred us to American Carpet South (ACS), their subcontractor. We called ACS and they promised to have someone come to fix all the damage and the stairs.

On February 13, the ACS installers came to replace the carpet on stairs in the correct manner. When I walked through the foyer, I saw an installer having trouble getting old staples out of cherry wood back plate with some sort of scraper that resembled a large putty knife but thicker. He took the scraper at the pointed edge and started hammering out the staples leaving deep gouges in the wooden back plate of stairs including parts that show. Not having any confidence that he was going to do the job right, I politely asked him to leave. He refused to leave. I asked again and he started taking pictures. I then threatened to call the police if he did not leave my property. He still wouldn’t leave. I then picked up the phone to start to call the police and that is when he finally left. On his way out, he threw a handful of staples down my stairs. When I went to leave for work, I found a bunch of nails in the driveway as well. Again ACS and [redacted] were called and they promised to send different installers to fix the problems.

On March 9, a different set of installers came to finish the stairs. None of the issues with the damage were addressed. Upon looking at the pie stairs, they were not in line with the rest of the stairs and there were bad seams in the bedroom area so again [redacted] was called to remedy the situation. We were told someone would come to fix the pie stairs, the seams, the furniture and woodwork.

On April 2 ACS installers came again to reinstall the pie stairs and take care of the rest of the problems. The installer told me that the seams that were in the bedroom were normal and attempted to pound them in with a hammer and trim them with scissors to make them look better. To remedy the gouges in the back plate of the stairs, he took white paint from his truck that didn’t match and put it on the gouges with his finger and told me to buy a stain/paint pen from [redacted] to deal with the scratches and nicks in the woodwork. They put new carpet on the pie stairs and left. The armoire was not addressed. They told me that someone would call about that. The stairs were still not straight so [redacted] was called once again. Once again I was promised everything would be fixed.

On April 30, installers from ACS came again to fix the pie stairs and take care of the rest of the problems. I was told that they could not get the stairs to a point where the alignment of the pattern was straight. They attempted to do a better job, but it still is not straight. At this point I was resigned that it was the best it could be from these installers so I left it go. I was told someone would be calling about the furniture and woodwork. No one ever did. In the mean time I was vacuuming the pie stairs and noticed that portions of them were not stapled down. I called [redacted] to complain about the furniture and asked for a manager at this point. They gave me an assistant manager and she told me the manager would get back with me. No one ever did. Kim (God Bless her, she was the only saving grace in this situation) from [redacted] finally called just to check on things and when she heard what was going on, she stated that I would be reimbursed for the armoire and to get her the cost of the armoire. I told her it was $2300.

On May 15, Steven from ACS finally called about the furniture and argued with me on the phone stating that replacing the armoire was not ideal. He would not be replacing the armoire. He told me he would send someone out to fix it. At this point I did not have confidence in anybody that he would send to fix my nice armoire and told him this. He said to find my own handyman and that they would reimburse me the cost, but convinced me to let the installers come back to at least staple down the stairs. I agreed to that but stated I could not take off any more work and they would have to work around my schedule so he scheduled me for an 8 am appointment on May 18

On May 18 the installers did not show up to fix the stairs. I waited until 9 am and they still were not there. I called ASC to ask when they were coming and they stated it would be after 5 pm. So I left work early to meet them and no one ever showed up. I called Steven from ACS the next day to tell him they didn’t show and he laughed. I then found a handyman that I trusted to fix what he could. He fixed the armoire and used a stain pen to fix the stairs. It still doesn’t look the way it should but he said, I would have to sand the entire railing and stain it to get it to look right. He said nothing could be done about the chip that came out of my dining room table as well. I sent ACS the invoice for the repairs that he could do. Total cost was $253. No reimbursement came.Desired Settlement: I would like a full or partial refund for all the time and energy I spent on this and for all the damage to my house and for the fact that the carpet is still not right.

Business

Response:

American Carpet South Inc and The [redacted] Management agreed to compensate [redacted] for the damages made to the furniture.

Review: Below is an email I sent to ACS because I was not making any progress while speaking with customer service.

Greetings,

I recently had laminate floors installed by your company and I am not pleased with your service. The floors were installed a month ago and today, I finally got a call back from your company about a transition piece that was missing. We emailed [redacted] about this piece over the weekend because we never received a call from your company in regards to this item. Apparently, when the floors were measured, this transition piece was never ordered. The installers said your company would be contacting me about it but this did not happen until today. When I spoke to customer service today, they said your installers would not be here until 11/17/15. Even then, they would only "assess" the situation before returning. At this rate it could be almost three months before this transition piece is installed. I have two young children and this gap in the floor is becoming a hazard for them.

I even ordered the missing piece on my own and tried to install myself. I did this to minimize the risk for my children. I quickly realized I could not install the track because the floors were crooked. Also, the small edging pieces throughout the house are loose and a couple have already fallen off. I paid a large amount of money for these floors and some portions of the flooring do not resemble the price.

The gentlemen I spoke with on the phone was more interested in scheduling the "assessment" and offered no assistance in resolving this matter quickly.

I hope we can resolve these issues in a more reasonable time frame.Desired Settlement: I would like to have these issues resolved within a reasonable time frame. Waiting another month to have the issue "assessed" is not reasonable.

Business

Response:

American Carpet South Inc. has touched base with the customer in regards to their concerns regarding the order. We have addressed and moved up the installation date for the customer to 11/3/15. [redacted] spoke with the office manager and confirmed the appointment.

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!!!

Review: We purchased a floor through [redacted] in [redacted] on February 25, 2013. 8 months after the flooring was installed we noticed the floor was lifting. We contacted [redacted] and the contacted ACS and had then set up a repair date. The guys came in and stated the floor was not level, to which I told them when we ordered the floor we paid to have someone come in to make sure everything was level and that they would be able to go over existing floor and we were told yes. So they came in a second time to repair the floor after taking up the floor and two layers of other flooring they put down plywood and self lever, came back 24 hours later to install the floor. Two months later problems happening again

Here are the dates that they have been to my home and still issue is not fixed

1 st install around march or April 2013

January 29, 2014 issue not fixed

February 7, 2014 - issue not fixed

April 2014 - issue still not fixed

Now we are waiting on the new floor to be installed. This company has been given enough chances and for a floor that has a 30 year warranty I would just like to get a full year out of it. I have called ACS several times and once they hear my name the person I was asking for is not available and he will call back. My husband and I have missed work and wages and all we ask is our floor to be fixed correctlyDesired Settlement: I feel this company should at this point refund my entire price that we paid for the flooring plus the time taken off from work. total price of flooring

6 boxes on clearance @30.18 = $181.11

Price of rest of material $940 38

Installation $625.60

Plus tax paid $58.77

Total $1805.86

Wages lost

Husband 2 days @ $16.00 per hour time 16 hours =$256.00

Wife lost wages 2 days @$25.00 per hour 16 hours lost = $400.00

Total $2461.86

Business

Response:

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]

Consumer

Response:

Review: [redacted]

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 7 year old son. This floor was purchased February 25, 2013 and we have had this company out many times to "fix" the problem. Yes they are coming out AGAIN 9/8/14. This is the last time they will be allowed to "fix" the problem. 18 months after original purchase we still do not have the quality floor. After 18 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 enough. This is gone on far enough..... 18 MONTHS.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,

Business

Response:

This customer’s replacement has been completed. I personally confirmed with customer[redacted]

was on location. Customer explained that everything looks good. Thanks.