At Home Carpet & Flooring

I would like the above referenced complaint against At Home Carpet & Floor marked “resolved” If you need additional information or have any questions I can be reached at j [redacted] or by phone at 862-221- Revdex.com: 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, [redacted]

[redacted] has been patient with the processI had to have the manufacturer come out to look at the wood It takes several weeks for them to come and get the report to us being they use a outside sourceI received the report and the report stated it is from the nail gun and should be replacedI told [redacted] the process to repair it and she started telling me I don't know what I am talking aboutShe feels the boards need to be refinishedThis would create a total nightmare You can't just sand and fishing 2-boards the whole floor needs to be polyurethane then so it all blendsI tried to tell her this she got nasty with the name callingI told her if she didn't stop insulting me I would hang up At that point she hung up on meI want to fix her floor but it needs to be done our way which is replacing the entire boardThis contractor needs to stick to walls windows and so on because he doesn't have a clue about flooringIf she wants it fixed the right way I am still willing to do it asap for her I had an appointment set up and he was running late but she started yelling and hung up so he didn't go When [redacted] wants us to come I will send the guy but it will be a total board replacement This is the right way to do this ....Thank You

From: Date: May 29, 2014, 10:45:PM EDTTo: [email protected]: [FWD: Re: Carpet] -------- Original Message -------- Subject: Re: Carpet From: [redacted] Date: Wed, May 14, 4:pm To: Ron C < [redacted] Per the first email which we both agreed to I expect the padding to be delivered tomorrow On Wed, May 14, at 4:PM, [redacted] wrote: You just changed the wording I agreed to the first email not this On Wed, May 14, at 4:PM, [redacted] > wrote: *** Carpet was accepted today 5-14-Padding will be delivered tomorrow after 3:This email relieves at home carpet from any issues after tomorrow The remaining balance will not be paid in lieu of carpet installation [redacted] Sent from my iPhone On May 14, 2014, at 10:AM, [redacted] wrote: As per our conversation, business establishment, At Home Carpet & Flooring (AtHomesFloors.com) will bring the following paid carpet (Supreme Select Style #1Qcolor espresso) plus padding delivered to me, (consumer) at my home, [redacted] Padding has to be part of the delivery due to the installer removed all padding before leaving the contracted site The above business has agreed the remaining COD of $will not be collected from the consumer in lieu the consumer will hire another installer to complete the installation

I would like the above referenced complaint against At Home Carpet & Floor marked “resolved”If you need additional information or have any questions I can be reached at j [redacted] or by phone at 862-221- Revdex.com: 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, [redacted]

Please send em your email address and I will forward you the messages from his wifeThis women is impossibleI did everything she wanted I COULD NOT MAKE HER HAPPY..In the end they agreed to this and there still complainingPlease provide me with a fax number or email address and I WILL FORWARD THE EMAIL FROM HER EMAIL ADDRESSHer name is [redacted] She asked for this and I agreed to do it to end the back and forth

Complaint: [redacted] I am rejecting this response because:The owner insists that there was no satisfying my wife with the carpet installthe fact is we got the carpet installed by another installer and we are both satisfiedAt Home Carpet & Flooring installers were not goodI am attaching "some" pictures of the work that was performedI have more photos showing the staples left sticking up and further damage to corner of my stairs due to all the staples that were shot into them to cover up the first bad installation Regards, [redacted]

This is exactly my pointThe manufacture *** * went and inspected it and sent me a formal report and what and how it needs to be fixed*** *** is obviously smarter then all of us when it comes to flooringPlease keep in mind *** is a fortune company and has been in business for yearsWe want to fix the floor but we need to fix it correctly We fix it the way we want to and *** has stated or she can have this contractor who doesn't have a clue what he's doing fix it .. As to me making a mountain out of a mole I would expect noting else as you have been rude and disrespectfulBut I am the professional and will only do whats right !!!Its your choice I will fix whatever needs to be fixed correctly ... ThanksRon C***

I have never spoken to the gentleman who wrote this letterMy installers did install a carpet at this houseWe also did a laminate job where there was a scuff mark and the customer called us after we left to come wipe it off..Which we did without any hesitationWe turned the van around and came
right backI have tried to do everything to make this customer happyI have bent over backwards to resolve this issue I TRIED SO HARD TO THE point when I was on vacation with my family in *** *** *** with my family I still called numerous times to follow upWhat he is forgetting to selective not write is the truthI asked them to let me send the man back before I BACK CHARGE HIM FOR HIS MISTAKE TO TRY TO FIX THE Issue If what they stated was correctThey agreedThe entire time he was there his wife stood over them going on and onShe was still not happy truthfully no matter what we did she was unhappy At this point I offered to rip the entire carpet out and replace it with the same carpetShe said she wants it replaced but not with the same carpetThis leads me to think once it was installed she didn't like the way it looked as it had a pattern to it .I said I will replace with the same carpet , she stated I want a different carpetI said to her as long as its in reason close to the other carpet I will try to work it out for youWell as life has it she picks the best carpet Mohawk makesI gave her the carpet for cost of the difference of the one she already selected She fought about paying more so I SAID STAY WITH WHAT YOU SELECTED AND I will send a different installer back She said no, at this point I know she hates the carpet and wants what she wantsSo she agrees to pay for the carpet ..I sent my top mechanic out there whose worked for me for years...Soon as he got there she told him to remove the padding I told him not to but instead of arguing with her we just did itthe is no reasoning with this womenMy installer doesn't even start the job , he shows her how the carpet is going to lay on the step and she starts screaming yelling and saying no this isn't right..Please keep in mind this carpet is thickYou cant get any thinker when it comes to carpet..Its back and forth and finally the mechanic calls me and say no matter what I DO TO SHOW HER HOW ITS GOING TO LOOK SHE DOESNT LIKE IT At this point I instructed the mechanic to pack his tools up and leave He felt the situation as getting hostileWhen she saw this she ran out to the street and would not let the van leave ...( WE HAVE PICTURES OF HER STANDING IN FRONT OF THE VAN BECAUSE AT SOME POINT WE HAD NO CHOICE BUT TO CALL THE POLICE...We called the police and by the time they got there she had movedtHE POLICE INSTRUCTED US NOT TOHAVE contact with her Thats all we said to herShe texted me and I gave her options we would come back again and try to install the carpet Or she doesn't need to pay the balance and we will give her the carpet and the pad..She agreedI have a written letter stating the agree to take the carpet and padding and this will relive us from any other contractual agreements with the customerI have done all I can and this is one time either the peronalities didn't mesh or there was nothing that could be done to make this customer happy .The customer feels she has custom steps which she doesn't she has open steps we do house 5-million dollars that are more complexWe tried and at this point with the email I have from his wife stating she agrees to take the carpet and pad and not to pay the balance shows again we have done what they wantedshe called and asked us for the carpet we just did what she asked to end the problem

I am responding to a complaint against at home Carpet & FlooringWe Installed this floor over a year ago When we installed the floor the surface of the floor was clean as glass could be The warranty does not cover abrasive wear and tearScratches do not just appear on floorsThey come
from traffic , dogs, moving of furniture and so onWear and tear is not cover on a wood floor as every households traffic conditions are differentI suggest For *** to have it sanded and finishI can not be held responsible as he lives in his home and he knows the traffic and conditions in his house
As to the bounce in the floorAfter the first week *** said it didn't feel rightWe responded as we always do and went back outThe floor feels perfectly fine aGAIN IT IS SECURED TO THE FLOOR *** just feels theres a soft spot thereNo wood at all is sticking up ..The floor could be slightly off from settling or when the builder built the houseAll we did was glue the wood floor to his concrete floorThat is what we where paid to do The floor is a american made product manufactured by a fortune company named *** ***I called them and they also said scratches and scuffs are not covered because every household traffic is differentSome people are cleaner and enater then othersSome have dogs which scratch the dog soonerSome do not I am sorry theres nothing more I can do *** wants me to pay to have his floors sanded and re-polishedThat is not my responsibility...If *** WANTS HE CAN CALL *** AND ASK for technical support or consumer affairs at ***This is a manufacturing issue not a installation issue

Complaint: ***
I am rejecting this response because:The business owner DID speak to me on the phoneHe was oftern rude and spoke to my wife in a bullying mannerWhen I tried to call or text him, he refuse to deal with meHe did speak with me early on in the process after we complained about the first installationThe laminate in my daughter’s room had a chip in the finish, not a scuff markThe installers came back and colored it inI didn’t pay for chipped laminateThe laminate installation is not the issue of my complaintThe person that made the statement about our house having custom stairs was the sale rep *** ***We said we had “normal” stairs but he insisted they are “custom”My wife did not hover over any installerThe owner of the business was never at my house and cannot make these allegationsAlso, I don't know why the installer felt my 5'3" wife was becoming hostileThe police never arrived at my housePlease produce any police reports that have been filedThe business owner had the installer leave without completing the job and also take material that we paid forHow is that considered OK? How is it OK that the installers arrived 10hrs late for the second installationTHey showed up at 6:30PM for a 8:00AM appointmentWe picked out the better carpet because the first carpet that the sales rep sold was too thin to wrap around the stair endsWhen the sales rep returned to our home to see the first installation, he agreed the installation looked poor and that we should go with a thicker carpet.So we did and paid extraMy wife offered the owner the opportunity to come to our house many times to see the work for himselfHe refused each time and blamed her for being fussyWe had people from the company come to our home and say the job looked poor; the sales rep and the second set of installersAs for the padding, it was cut too short from the edge of each step creating a slopeThe installer removed the padding on his own stating that it was not good and he would do a better jobAfter the installer left with our carpet and padding, the owner refused to give it back unless we wrote an email releasing them from any obligationsHe did NOT offer to try to install it againHe said the job ends hereMy wife HAD to write the email or else we were not going to get back the carpet and padding we paid forThis was a strong armed tacticWe have text messages from the owner instructing my wife what to write in the email.Finally, we had the padding and carpet installed this weekend by another independent installer and the job came our perfect, padding includedHow come he was able to install carpet on our stairs in hours with no issues?
Regards,*** ***

Complaint: ***
I am rejecting this response because:
My floor was not glued 100% of the areaI personally witnessed this and questioned it upon installation and have inquired with many other installers and they responded with the same thoughts as my ownIt needs to be glued in every spotThere are places where the floor bounces without questionYes, this was installed over a year ago and *** refused to return numerous calls or emailsThis has been being addressed since day oneThey did return and did not completely satisfy me or my wifeAs far as the scratches I've had engineered flooring installed in my last home with the same residents and activity and it maintained it's surfaceNothing I am doing is creating this unnecessary damageI stand on my original request and demand *** and At Home Flooring be responsible for this damage and sub par installationis not a discounted price and if I would've shopped around, could've received a better price and a higher quality productI am on the process of receiving quotes to refinish.
Regards,
*** ***

Please send em your email address and I will forward you the messages from his wife.. This women is impossible. I did everything she wanted .. I COULD NOT MAKE HER HAPPY..In the end they agreed to this and there still complaining.. Please provide me with a  fax number or email address and I WILL FORWARD THE EMAIL FROM HER EMAIL ADDRESS. Her name is [redacted]. She asked for this and I agreed to do it to end the back and forth ..

[redacted] has been patient with the process. I had to have the manufacturer come out to look at the wood . It takes several weeks for them to come and get the report to us being they use a outside source. I received the report and the report stated it is from the nail gun and should be replaced. I...

told [redacted] the process to repair it and she started telling me I don't know what I am talking about. She feels the boards need to be refinished. This would create a total nightmare . You can't just sand and fishing 2-5 boards the whole floor needs to be polyurethane then so it all blends.. I tried to tell her this she got nasty with the name calling. I told her if she didn't stop insulting me I would hang up . At that point she hung up on me. I want to fix her floor but it needs to be done our way which is replacing the entire board. This contractor needs to stick to walls windows and so on because he doesn't have a clue about flooring..... If she wants it fixed the right way I am still willing to do it asap for her ... I had an appointment set up and he was running late but she started yelling and hung up so he didn't go .. When [redacted] wants us to come I will send the guy but it will be a total board replacement .. This is the right way to do this ....Thank You

I would like the above referenced complaint against At Home Carpet & Floor marked “resolved”. 
If you need additional information or have any questions I can be reached at j[redacted] or by phone at 862-221-9141.
Revdex.com:
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,
[redacted]

I would like the above referenced complaint against At Home Carpet & Floor marked “resolved”. If you need additional information or have any questions I can be reached at j[redacted] or by phone at 862-221-9141.
Revdex.com:
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,
[redacted]

Complaint: [redacted]
I am rejecting this response because:The owner insists that there was no satisfying my wife with the carpet install. the fact is we got the carpet installed by another installer and we are both satisfied. At Home Carpet & Flooring installers were not good. I am attaching "some" pictures of the work that was performed. I have more photos showing the staples left sticking up and further damage to corner of my stairs due to all the staples that were shot into them to cover up the first bad installation.
Regards,[redacted]

Complaint: [redacted]
I am rejecting this response because:
The work involves a few small areas of damage (peeling).  He, Ronnie the owner, has never seen what I am talking about.  He's making a mountain out of a molehill.  I'd like to talk to him civilly but he gets nasty when I try to explain that since he hasn't seen the problem, he doesn't realize how small a problem it is.  His subcontractor, Roger, did an excellent job; he was here to look at the problem and never said it has anything to do with the nail gun.  The peeling is on the surface (very top) of the boards not where they were nailed.  Since he guaranteed the work, why doesn't he come here and look at it? 
Regards,
[redacted]

From: <[email protected]>Date: May 29, 2014, 10:45:04 PM EDTTo: [email protected]: [FWD: Re: Carpet]
-------- Original Message --------
Subject: Re: Carpet
From: [redacted]
Date: Wed, May 14, 2014 4:18 pm
To: Ron C <[redacted]
Per the first email which we both agreed to I expect the padding to be delivered tomorrow.
 
On Wed, May 14, 2014 at 4:16 PM, [redacted] wrote:
You just changed the wording.  I agreed to the first email not this.
 
On Wed, May 14, 2014 at 4:13 PM, [redacted] [redacted]> wrote:
[redacted] 
 
Carpet was accepted today 5-14-2014 . Padding will be delivered tomorrow after 3:30 . This email relieves at home carpet from any issues after tomorrow . The remaining balance will not be paid in lieu of carpet installation  
[redacted]
 
Sent from my iPhone
On May 14, 2014, at 10:47 AM, [redacted] wrote:
As per our conversation, business establishment, At Home Carpet & Flooring (AtHomesFloors.com) will bring the following paid carpet (Supreme Select Style #1Q19 color espresso) plus padding delivered to me, (consumer) at my home, [redacted] Padding has to be part of the delivery due to the installer removed all padding before leaving the contracted site.
The above business has agreed the remaining COD of $202.00 will not be collected from the consumer in lieu the consumer will hire another installer to complete the installation.

Complaint: [redacted]
I am rejecting this response because:
I was told last week that a report had not been received.  If Ronnie has a report I'd like a copy so I can see their conclusions.
Regards,
[redacted]

Review: I had hardwood floors installed by this contractor in July of 2014. Within a few months there were several boards that showed signs of peeling on the ends where they abutted another board. I notified "Ronnie" of At-Home who after some time send his installer Roger to look at the floor on 4/3/2015. When I did not hear back, I contacted him again & on 6/8/2015 [redacted] of [redacted] (the manufacturer) came, took pictures & said he'd file a report within 2 weeks. Again, I did not hear back. I contacted Ronnie again & he said that someone would be here on 7/21 to look at damage & Roger on 7/22 to repair damage. No one came either day. Both days I called Ronnie who said he'd find out what happened & call me back; he did neither. I called him back again & he said someone would come & tear up the boards. I said that wasn't necessary as the peeling problem areas just needed to be refinished; I had been told by a contractor who does hardwood flooring that to tear up boards that are tongue and groove & are between other boards would cause more damage than I now have & that all that is needed is a small amount of applying a finishing product. Ronnie said he'd do it his way or I could do it myself. When I protested he said he was going to hang up on me. This has been going on for months. I have waited at home with no one showing up. Ronnie has never come to see what I'm talking about. This is not a big job. I just want a small repair so the peeling does not spreadDesired Settlement: I would like the peeling on the boards re-finished so that it does not spread.

Business

Response:

[redacted] has been patient with the process. I had to have the manufacturer come out to look at the wood . It takes several weeks for them to come and get the report to us being they use a outside source. I received the report and the report stated it is from the nail gun and should be replaced. I told [redacted] the process to repair it and she started telling me I don't know what I am talking about. She feels the boards need to be refinished. This would create a total nightmare . You can't just sand and fishing 2-5 boards the whole floor needs to be polyurethane then so it all blends.. I tried to tell her this she got nasty with the name calling. I told her if she didn't stop insulting me I would hang up . At that point she hung up on me. I want to fix her floor but it needs to be done our way which is replacing the entire board. This contractor needs to stick to walls windows and so on because he doesn't have a clue about flooring..... If she wants it fixed the right way I am still willing to do it asap for her ... I had an appointment set up and he was running late but she started yelling and hung up so he didn't go .. When [redacted] wants us to come I will send the guy but it will be a total board replacement .. This is the right way to do this ....Thank You

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

The work involves a few small areas of damage (peeling). He, Ronnie the owner, has never seen what I am talking about. He's making a mountain out of a molehill. I'd like to talk to him civilly but he gets nasty when I try to explain that since he hasn't seen the problem, he doesn't realize how small a problem it is. His subcontractor, Roger, did an excellent job; he was here to look at the problem and never said it has anything to do with the nail gun. The peeling is on the surface (very top) of the boards not where they were nailed. Since he guaranteed the work, why doesn't he come here and look at it?

Regards,

Business

Response:

This is exactly my point.. The manufacture [redacted] went and inspected it and sent me a formal report and what and how it needs to be fixed.. [redacted] is obviously smarter then all of us when it comes to flooring. Please keep in mind [redacted] is a fortune 500 company and has been in business for 125 years. We want to fix the floor but we need to fix it correctly .. We fix it the way we want to and [redacted] has stated or she can have this contractor who doesn't have a clue what he's doing fix it .. As to me making a mountain out of a mole I would expect noting else as you have been rude and disrespectful... But I am the professional and will only do whats right !!!Its your choice I will fix whatever needs to be fixed correctly ... ThanksRon C[redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I was told last week that a report had not been received. If Ronnie has a report I'd like a copy so I can see their conclusions.

Regards,

Consumer

Response:

I would like the above referenced complaint against At Home Carpet & Floor marked “resolved”.