Appletree Design Depot Inc

We have been in business over years and have never had a complaint filedWe installed carpets that were selected by the client and her designer in several areas of her homeThe first areas completed were her master bedroom and study on August 12-15, Then her guest bedroom and her son's
bedroom on August 19-21, 2014, and finally her basement on September 10-12, On August 24th she complained of her study carpet showing soiling (it is white carpet)She is a highly allergic person and we delivered to her (at no cost) an enzymatic carpet cleaner that we sellOn January 3, she complained of the large seam in her master bedroomOne of the owners/installer inspected this on January 20, and determined the seam was noticeable due to the lighting in the room and once the seasonal lighting changed, the seam should become less noticeableShe continued to complain, so he returned with a helper on March 19, and worked on the seam for several hoursThis is a low, multi-textured loop carpet and cannot be manipulated too much without damaging the yarnsShe continued to complain and on April 13, we offered to install (at no cost to her) any other carpet that she and her designer selected and purchasedShe ignored this offerIn June her designer called in a carpet installer from another company to inspect the carpetHe said that the seam was peaking and felt that he could repair it with a new cut of carpetWe offered it at no cost to the clientThe manufacturer did not have enough of the same dye lot, so it was then determined that the entire room (excluding the closets) were to be replacedWe reserved this amount of carpet (and offered it at no cost to the client) and requested a cutting for approval which was given to the designerWe were then working with the designer to arrive at an installation cost solution (as we were not installing this) during JulyDue to the fact that this is not a manufacturing defect, the manufacturer will not send out an inspectorWe have contacted an independent carpet inspector to give us a non-biased report on this carpet.On April 3, she complained about her basement carpet showing signs of wearHer designer asked that we deal with one situation at a time, so we did not reply to this complaintWe have now contacted the manufacturer and they are sending a carpet inspector to look at this on August 20, 2015. We will receive a report from the manufacturer once completedThe total purchase price for these two areas was $ 17,

Complaint: [redacted]After 8 months of discussion between our designer and us, and the designer and Appletree, no resolution had been achieved. We have over 40 emails on this matter since 1/5/15 which detail our attempts to urge this vendor to get the problem resolved. The basement carpet was finally evaluated by a representative of the manufacturer last week. The assessment is pending. The bedrrom carpet was evaluated in early June by [redacted] of [redacted]. We requested and paid for this assessment ourselves as we did not agree that the problem was a 'lighting issue' as relates to the MB carpet. :
In [redacted]’’ opinion, the 17’ seam which has been the
primary cause of your unhappiness with this installation “peaks”.
 That is to say there is a pronounced upward contour all along the center
seam which should in fact lay flat.  [redacted] believes that this
“peaking” effect is the result of the seaming iron having been either too
cool or too hot at the time of the installation; and more importantly, he
believes that the carpet was not “power-stretched” but was stretched by
the method of knee-kicking (which is perfectly acceptable and usually
effective in achieving an excellent result.) 
In [redacted]’ opinion, the fill seam which is 14-1/2” in
from your large window was not executed properly.  He found that the
two pieces of carpet are actually separated along this seam.  [redacted] did not think that we could get a proper resolution without at least acquiring a large piece of carpet - 6 linear yards of goods - and them make a fresh installation from the point of the long seam toward the window. If this cannot be accomplished, we discussed that the best outcome may be to replace and install new carpet.
Our designer relayed all of this information to Appletree at the time and we waited another two months.We are not carpet experts, but to suggest a 'lighting issue' for this unsightly large center seam  and not to even acknowledge the issue with the fill seam was very upsetting. These are a major issue as described by [redacted]. We want this MBR carpet replaced and new carpet installed. Alternatively, we will accept a refund in full for the carpet and installation and start over with another vendor.Regarding the downstairs carpet - we appreciate that a representative has finally come to inspect it. We do note that the installation is acceptable and that Appletree may not have known about this presumed quality issue. We would like this carpet replaced as well and will wait for the assessment.
Sincerely,
[redacted]

Review: I purchased carpeting from this company at the end of last year and paid a premium price (over $20,000) to have have high quality carpet and good installation. The carpeting in my master bedroom was laid improperly and needs to be fixed or replaced. I had Appletree look at it and they did nothing. I called in another expert at my own cost of $175 to look at the carpeting and he offered several options and to do the work or help facilitate a replacement carpeting. I have heard nothing from Appletree despite multiple attempts over several months to resolve. I am paying a decorator to help with this matter, [redacted]. She is also unable to resolve.

In addition, the basement carpeting that I purchased in wearing very badly and looks many years old. I asked that Appletree evaluate and contact the manufacturer for a replacement. They have done nothing over many months.Desired Settlement: I want my MBR and basement carpeting replaced immediately so that the goods and workmanship are satisfactory.

Business

Response:

We have been in business over 20 years and have never had a complaint filed. We installed carpets that were selected by the client and her designer in several areas of her home. The first areas completed were her master bedroom and study on August 12-15, 2014. Then her guest bedroom and her son's bedroom on August 19-21, 2014, and finally her basement on September 10-12, 2014. On August 24th she complained of her study carpet showing soiling (it is white carpet). She is a highly allergic person and we delivered to her (at no cost) an enzymatic carpet cleaner that we sell. On January 3, 2015 she complained of the large seam in her master bedroom. One of the owners/installer inspected this on January 20, 2015 and determined the seam was noticeable due to the lighting in the room and once the seasonal lighting changed, the seam should become less noticeable. She continued to complain, so he returned with a helper on March 19, 2015 and worked on the seam for several hours. This is a low, multi-textured loop carpet and cannot be manipulated too much without damaging the yarns. She continued to complain and on April 13, 2015 we offered to install (at no cost to her) any other carpet that she and her designer selected and purchased. She ignored this offer. In June her designer called in a carpet installer from another company to inspect the carpet. He said that the seam was peaking and felt that he could repair it with a new cut of carpet. We offered it at no cost to the client. The manufacturer did not have enough of the same dye lot, so it was then determined that the entire room (excluding the closets) were to be replaced. We reserved this amount of carpet (and offered it at no cost to the client) and requested a cutting for approval which was given to the designer. We were then working with the designer to arrive at an installation cost solution (as we were not installing this) during July. Due to the fact that this is not a manufacturing defect, the manufacturer will not send out an inspector. We have contacted an independent carpet inspector to give us a non-biased report on this carpet.On April 3, 2015 she complained about her basement carpet showing signs of wear. Her designer asked that we deal with one situation at a time, so we did not reply to this complaint. We have now contacted the manufacturer and they are sending a carpet inspector to look at this on August 20, 2015. We will receive a report from the manufacturer once completed. The total purchase price for these two areas was $ 17,554.00.

Consumer

Response:

Review: [redacted]After 8 months of discussion between our designer and us, and the designer and Appletree, no resolution had been achieved. We have over 40 emails on this matter since 1/5/15 which detail our attempts to urge this vendor to get the problem resolved. The basement carpet was finally evaluated by a representative of the manufacturer last week. The assessment is pending. The bedrrom carpet was evaluated in early June by [redacted] of [redacted]. We requested and paid for this assessment ourselves as we did not agree that the problem was a 'lighting issue' as relates to the MB carpet. :