American Decorating Center

Restored my heat in abt an 1&1/hours after calling in Great job Starr, thanks so much, I am finally warm again!

I am sorry for this delayed response on this caseI thought we received a hard copy and didn’t get this till last week.I am sending a settlement we have being worked out with the customerThe settlement includes forgiving the final balance and the customer will close out the
complaint.Thank you,

Review: The work that was conducted was not what I requested. I brought a picture of what I wanted and presented it at the time of purchase - I paid extra for color tile bc the deal I purchased included tile that I did not like. They did not install the tile right... they did not finish CAULKING the tile. They're a tile company w/supposed years of experience, yet they failed to completely caulk the tile. They did not clean up after themselves and on top of all that, when the owner came to look at the work they did (because I gave them a bad review on [redacted]) he had no interest in the "mistakes" they made and was clearly only interested in collecting the remaining 180 balance on the account. The owner called me "psychotic" because I was mad that they didn't complete the work to my satisfaction. I had to tell him to leave my home or I would call the police. This is a HORRIBLE business! This is only a small synopsis of what occurred w/them. They lied and dropped the ball over and over again. I don't want another home owner to go through what I did w/this business!Desired Settlement: Originally I felt I shouldn't have to pay the small, remaining balance on the account, but after my experience today with the owner, I honestly feel that I was too nice. I want a full refund. This is by far the worst business I've ever had the mis-fortune of encountering and I have interacted w/multiple businesses - I've renovated my entire home over the last eight years. I've never complained about anyone, which is indicative of how bad this experience/business is.

Business

Response:

I am sorry for this delayed response on this case. I thought we received a hard copy and didn’t get this till last week.I am sending a settlement we have being worked out with the customer. The settlement includes forgiving the final balance and the customer will close out the complaint.Thank you,

Review: Dear Revdex.com Staff--
My name is [redacted]Home phone: ###-###-####; cell phone: ###-###-####E-mail address: [email protected]
My complaint is against the American Decorating Center ADC), [redacted], VA [redacted]; Tel: [redacted]; Fax: ###-###-####E-mail: [redacted] is the general manager and co-owner
My complaint involves ADC's failure to provide kitchen flooring of the same appearance as that shown to me at their storeBased on the sample shown me, on March 5, 2013, for $4,960.86, I purchased "QU Cork: Carina" for our kitchen, laundry room, and closetI paid by check
When the flooring was being installed, I noticed that some of the tiles were of a lighter shade than that of the sample shown me in the storeI told the installer that I had no problem with him using the lighter shade tiles for the laundry roomBut I wanted a uniform shade in the kitchenI did say that if he had enough of both shades for a complete checkerboard design, I was OK with thatBut instead he went ahead and installed the lighter shade tiles in the kitchen randomly
By doing so, the installer working for ADC has made our selling the house difficult and reduced its value
When initially shown the flooring sample and the making the purchase, I was not told that the manufacturer could not provide the tiles in uniform shades
At my request, [redacted]' sister [redacted], who I think is the other co-owner, and a woman representing the floor installation company, came to see the kitchen flooring[redacted] agreed with me and said that she was going to contact the manufacturer to get the needed tiles of the same shade that I purchased
When I was later told that the manufacturer could not do this, I said that I wanted a replacement flooring of uniform appearance
[redacted] said that in order to do this, I would have to pay $1,000, which I refuse to paySince then I've been getting the run-around to the point that they no longer answer when I call
I have purchased flooring from ADC for many years and have always been satisfiedIn fact, I have referred many friends to [redacted]
Therefore, I was shocked and disappointed at **[redacted]' attitude and failure to provide good quality service this time
[redacted]Desired Settlement: What I want is for ADC to remove the cork flooring that they had installed and replace it with flooring of equal quality and value, subject to my selection, at no additional cost to me
Business
Response:
Dear [redacted]
I wanted to respond to the complaint that [redacted] has asked to have us respond
[redacted] and I met with [redacted] several times over the last
several months with many options for her flooringWe take great pride
in making our customers feel like family and friends, [redacted] may
have misunderstood some of the compromises along the way but we always
wart to have the customer feel like they are getting what they decide is
best for thenIn this case, I believe [redacted] didn't understand
what a natural cork floor can look like when its installedWe took
every step along the way to have her feel comfortable with what was her
choice even during the instalation
Back before the job started I
personally worked with [redacted]'s insurance company so that she
could get the amount needed to replace her floorShe said stated to
both [redacted](customer service rep) and my self that she had cork on her
floor in her kitchenI said I was surprised she had cork on her floor
but she insisted to our staff that it was cork
When I sent [redacted]sales manger) out to measure her floor for the insurance
company prior to the installation it was noted that she had a laminate
floor which is different from corkFrom the first time in the show room
I noted cork is a natural product(laminate is a machine made product)
The floor prior to installing she saw the contract and was aware that it
was corkWhen she arrived in our store she said she had cork and
wanted cork on her floorDuring her trips in I believe January to March
we showed her various types of flooring and she still insisted on
getting the cork with the three staff members she worked withPerhaps
she misunderstood thru a language barrier but I thought she understood
about the cork from the beginning
We signed a contract and we set up the install for [redacted]
Or
the day of installation of the ccrk floor she contacted the store and
was not happy that there was variation in the cork[redacted] with
American Decorating Center(ADC) went to her home to see what she was
asking about as she had concernsI also called her (I believe while
[redacted] was in her house) about the material and reminded her that it
was a natural wood product and she said when wanted to have the color
lighter in an the kitchen and if need be she could have the darker cork
in the laundry room, the floor would have random shades on each
pieceI further explained to her we are there to make it will be
impossible to have just one color because it is naturai cork, but
[redacted] said and I agreed that we would order at our expense extra boxes
to mate the laundry closer to a darter color and the kitchen closer to a
lighter color which we didWe delayed the installation and when the
boxes came in she was very involved with which pieces when in each area
We completed her job and she was satisfied with the work and material she paid us the final part of the insurance check in full
In
the month of [redacted] contacted our showroom and spoke with
my sister [redacted](Also a Manager part owner as we are a family
owned business) and said that (here was a installation problem with the
floor, [redacted] contacted the Manufactures repwho was involved with the
jcb from the beginning of March his name is [redacted] (the Company is
CMH)We trust and value [redacted]'s opinion as we have worked with him for
over yearsHe said there was no manafacturing defects or
installation problems with the our teamHe did note that there was
damage done by the pet in a few areas and that the warranty does not
cover thisThe warranty claim was denied by the manufacture
She
came into the store later I believe in May and both [redacted] and myself
worked with her on possible compromises which included a different floor
and that we would cover 1/the cost which we thought was a fair
resolution
Options 1: We offered to replace the product as there
is nothing wrong with the current material and install it far 1/the
cost
We are offering these options as she requested in JuneShe
picked a vinyl floor and we offered it at less than 1/the cost which I
believe was around for ard we actually offered to do the floor
for around
We also offered as she asked for a different
cork option which was a upgraded style better grade than she had before
which the cork is dyed for a more consistent look but I explained to her
it still has variation the cost was but we offered to have tier
feel satisfied we offered it to her for a better grade for
If
[redacted] would prefer to have us install the same cork and if she
would like to pick out of the boxes prior to where she wants the
material we can do this and American Decorating Center will offer a
compromise of splitting the cost of labor and material to both take care
of a few damaged areas from the pet as well as she can decide for
herself how how many pieces she will needWe will be happy to work
this out if she chooses to keep the flooring in the most economical for
herAs [redacted] is aware the cork is a custom order product and if
we order boxesAs she decides which pieces she wants it might require
several boxes to obtain what look she decides she wantsWe estimate
that she might need in materials and (labor with a crew of is
at per labor hour per hour) We estimate to remove various
pieces in the floor could cost about labor hours to achieve which is
The total for the job would be but if she prefers to do
this providing that boxes of material plus quarter-round moldings and
days work is enough we will offer to discount it for which is
more than 1/the cost
I believe this is a fair compromise and I
hoe that she can feel like it will allow her to feel like she is
getting a fair and reasonable care
Thank you,
Consumer
Response:
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Review: [redacted]
I am rejecting this response because:
See Attachment
Regards,
Dear **[redacted]:
Unfortunately, **[redacted]’ response contains very important inaccuracies which may result from his being misinformed by his sales staff
First and most importantly, at no point prior to installation, was I told that the shade (lightness or darkness) of the color of the type of flooring selected would not be uniformHad I been told this, I most certainly would not have selected the flooring
Furthermore, I do not recall being told by anyone at American Decorati8ng Center that cork is a “natural wood product.” And even if I had been, this is not the same as my being told that the coloring would not be uniformNot being a flooring expert, I cannot be expected to know this
As for my supposed misunderstanding due to “language barrier,” I have previously purchased hardwood flooring and carpeting from American Decorating Center with no misunderstandingAt those times, I mostly dealt with **[redacted] or his sister and co-owner, [redacted]But this time, I mostly dealt with their employee, [redacted], who told me that [redacted] and [redacted] no longer come to the store often as before
**[redacted] also claims that I was satisfied with the workThis is not true
I told the installer not to continue laying down flooring pieces in the kitchen area that varied, but he ignored me and didWhen [redacted] came to my house to see the problem, she said that “I did not have to accept the flooring,” and that she would contact the manufacturer to get additional pieces of uniform shade
Following this I visited the American Decorating Center at least five or six times to see [redacted] or [redacted] and telephoned them store as many as probably times, but each time was told that they were not present nor did they ever returned my callsI believe that I got through to [redacted] or [redacted] perhaps once after the problem aroseThey were either not getting my messages or were purposely ignoring me
Since I was not warned before I purchased that the coloring of the pieces would be random, I want American Decorating Center to replace the flooring with another type of equal quality and price with no out-of-pocket cost to me other than for the single piece of flooring that is scratched
I regret this situation because I have dealt with the American Decorating Center a number of times over many years and was always satisfied with their work and customer relationsUnfortunately, this did not turn out to be the case this time
Sincerely,
Business
Response:
Oct
Dear [redacted],
I wanted to respond to the complaint that [redacted] has asked to have us respond
I believe the best way we can resolve this is if [redacted] would like additional material for the floor we can order the material she wants at a discountWe will provide up to additional hours of labor value
She can decide what pieces of the natural cork she wants to remove and we can possibly solve this problemIf we order an additional natural cork boxes to work on the job the reduced cost for the additional material would cost only 5.5p s/f which the total cost with boxes total of 102.8s/f would be at would be sales tax on the material the total cost will be for the additional materials and we will provide up to labor hours to accommodate any changesI hope this can be a win win for herAll left over materials will be hers to keep again
If she finds this to be a reasonable approach once we order the material we can have it ordered we can make it a highest priority to resolve the pieces of cork that she does not like
Thank you