At Home Carpet & Flooring

Review: I ORDERED THICK CARPET AND WHEN THE INSTALLERS CAME TO PUT DOWN THE CARPET THE CARPET WAS THIN AND CHEAP MADE NOT WHAT I PICKED FROM THE SAMPLE.CALL CUSTOMER SERVICE AND ASKED THEM TO DELAY THE INSTALLATION BECAUSE I WANTED THE COMPANY TO BRING ME THE SAMLE I PICKED SO I CAN COMPAIR THEM COMPANY REFUSED TOLD ME IF I DONT GET THE CARPET INSTALLED THEY ALREADY HAVE MY MONEY AND THREATHEN TO TAKE ME TO COURT AND CURSED AND THEATHEN MY WIFE AND I WHEN THE COMPANY CALLED AGAIN TO FIND OUT THE PROBLEM WHY I REFUSED THE SERVICE I WAS BEING HARASSED & THREATHEN BY PHYSICAL FORCE BY THE COMPANY EMPLOYEE WHEN I TALKED TO HIM ON THE PHONE IN A NICE PEACEFUL MANNER.Desired Settlement: FULL REFUND .......

Business

Response:

The customer has called and apolagized for what has taken place. They accused us of sending them the wrong carpet. They would not let us install it even though we showed them it came right from the manufacturer.. after 24 hours his wife called and apollagized and allowed us to install the carpet.. Because the carpet is rolled so tight it didnt feel the same . We tried to explain to her within a day or two it will blossom but she didnt want to hear it .. After 6-8 hours she called back and we installed it the next day .. I followed up and she said she was happy with the carpet

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: I HAD MY ENGINEERED FLOORING INSTALLED IN MARCH OF 2013. [redacted] FROM AT HOME FLOORING INFORMED ME THE SALES AND INSTALLATION WOULD INCLUDE A 4 YEAR WARRANTY. THE FLOOR WAS INSTALLED INCORRECTLY. THERE ARE AREAS WHICH WERE NOT GLUED DOWN CORRECTLY AND BOUNCE. ASIDE FROM THE IMPROPER INSTALLATION THE FLOOR ITSELF IS A SUB PAR PRODUCT. THE ENTIRE FLOOR CONTAINS MANY AREAS WITH MULTIPLE SCUFFS AND SCRATCHES. THE COMPLAINTS BEGAN ALMOST IMMEDIATELY AND [redacted] WAS EXTREMELY COOPERATIVE IN SENDING A CREW BACK ONCE TO REPAIR A CERTAIN AREA. THE ORIGINAL PROBLEM WAS NEVER FULLY CORRECTED, UPON MANY EMAIL AND TELEPHONE CONVERSATIONS [redacted] JUST STOPPED RESPONDING TO ME. I RECENTLY SENT HIM AN EMAIL INFORMING HIM OF MY INTENDED Revdex.com COMPLAINT.Desired Settlement: I WOULD LIKE [redacted] OR AT HOME FLOORING TO REPAIR THE ENTIRE FLOOR AND RELIEVE MY FLOOR OF ANY BOUNCING AREAS AND AFTER THAT IS COMPLETE SAND AND REFINISH THE ENTIRE FLOOR. IF THEY ARE NOT CAPABLE OF PERFORMING THESE FUNCTIONS COMPLETELY I WOULD LIKE AT HOME FLOORING TO PAY ANOTHER COMPANY TO TAKE CARE OF THE WORK NEEDED.

Business

Response:

I am responding to a complaint against at home Carpet & Flooring.. We 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 tear. Scratches do not just appear on floors. They come from traffic , dogs, moving of furniture and so on.. Wear and tear is not cover on a wood floor as every households traffic conditions are different.. I suggest For [redacted] to have it sanded and finish.. I 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 floor. After the first week [redacted] said it didn't feel right. We responded as we always do and went back out.. The floor feels perfectly fine aGAIN IT IS SECURED TO THE FLOOR [redacted] just feels theres a soft spot there.. No wood at all is sticking up ..The floor could be slightly off from settling or when the builder built the house. All we did was glue the wood floor to his concrete floor. That is what we where paid to do .. The floor is a american made product manufactured by a fortune 500 company named [redacted].. I called them and they also said scratches and scuffs are not covered because every household traffic is different. Some people are cleaner and enater then others. Some have dogs which scratch the dog sooner.. Some do not .. I am sorry theres nothing more I can do . [redacted] wants me to pay to have his floors sanded and re-polished. That is not my responsibility...If [redacted] WANTS HE CAN CALL [redacted] AND ASK for technical support or consumer affairs at [redacted].. This is a manufacturing issue not a installation issue

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

My floor was not glued 100% of the area. I personally witnessed this and questioned it upon installation and have inquired with many other installers and they responded with the same thoughts as my own. It needs to be glued in every spot. There are places where the floor bounces without question. Yes, this was installed over a year ago and [redacted] refused to return numerous calls or emails. This has been being addressed since day one. They did return and did not completely satisfy me or my wife. As 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 surface. Nothing I am doing is creating this unnecessary damage. I stand on my original request and demand [redacted] and At Home Flooring be responsible for this damage and sub par installation. 4000.00 is not a discounted price and if I would've shopped around, could've received a better price and a higher quality product. I am on the process of receiving quotes to refinish.

Regards,

Review: We hired At-Home-Carpet & Flooring to replace carpeting on our staircase. [redacted] the salesman, ensured us the carpet we picked was thick enough to use on our stairs.

Installers arrived over an hour late. They performed a rushed job resulting in many visually obvious imperfections including ripped corners and mismatched areas.

We complained to the owner [redacted] He asked us to take pictures and then agreed the job was done poorly.

Original installers returned and tried to correct their problems by shooting hundreds of staples into the stairs including the corner edges. Many staples were not completely shot in and were sticking out. The install still looked poor.

We complained to [redacted] again and said the carpet was too thin for wrapping around stairs.

Salesman returned and agreed the job was not very good. We were able to choose a thicker carpet but had to pay an additional $352. We had to agree or be stuck with the job as is. [redacted] was very nasty on the phone.

New installers were scheduled to arrive at 9am but didn’t show up until 6pm. They said they needed at least half a day to rip out the old carpet and replace. They said they will be back Monday morning at 8am.

Installer showed up on 90 minutes late on Monday and ripped out the carpet and padding. The new installer said the padding was not done right.

As the installer began the installation he decides he cannot do the job properly and started to leave. My wife called [redacted], who up to this point has been nasty, condescending and bullying. He told his installer to leave and he did so with our carpet and padding which we paid for.

When I got home from work, I took pictures of all the damage and sent them to [redacted] and texted “I will call you”. [redacted] wrote back and said it was now a police matter, so do not bother and that texting can be a form of harassment and a third degree felony. We were told the job ends here.

So at this point, we have no carpet or padding on our stairs, multiple staples sticking out, damaged moldings AND they took the carpet and padding we paid for.

My wife texted [redacted] for our carpet and padding to be returned. He wrote that we must first submit an email stating that we will have the carpet installed on our own and release his company from any further obligations. The remaining $202.00 balance was waived.

Carpet was returned. Padding was delivered the following day.Desired Settlement: The owner should have come to our house to see how bad the work was. His saleman, [redacted] and other installers agreed the workmanship was not good. He should apologize to my wife for the way he spoke to her on many occasions. The company should also refund my installation charge since they did not install my carpet in the end and I was forced to hire another installer for $350. Doesn't matter if they had to install the carpet twice. The initial install was terrible.

Business

Response:

I have never spoken to the gentleman who wrote this letter. My installers did install a carpet at this house. We 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 hesitation. We turned the van around and came right back... I have tried to do everything to make this customer happy. I have bent over backwards to resolve this issue.. I TRIED SO HARD TO THE point when I was on vacation with my family in [redacted] with my family I still called numerous times to follow up.. What he is forgetting to selective not write is the truth... . I 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 correct... They agreed. The entire time he was there his wife stood over them going on and on.. She 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 carpet.. She said she wants it replaced but not with the same carpet.. This 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 carpet.. I said to her as long as its in reason close to the other carpet I will try to work it out for you.. Well as life has it she picks the best carpet Mohawk makes.. I 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 wants.. So she agrees to pay for the carpet ..I sent my top mechanic out there whose worked for me for 6 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 it.. the is no reasoning with this women... My 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 thick.. You 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 hostile.. When 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 moved... tHE POLICE INSTRUCTED US NOT TOHAVE contact with her ... Thats all we said to her.. She 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 agreed.. I 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 customer. I 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 normal open steps .. we do house 5-10 million dollars that are more complex... We 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 wanted.. she called and asked us for the carpet we just did what she asked to end the problem

Consumer

Response:

Review: [redacted]

I am rejecting this response because:The business owner DID speak to me on the phone. He was oftern rude and spoke to my wife in a bullying manner. When I tried to call or text him, he refuse to deal with me. He did speak with me early on in the process after we complained about the first installation. The laminate in my daughter’s room had a chip in the finish, not a scuff mark. The installers came back and colored it in. I didn’t pay for chipped laminate. The laminate installation is not the issue of my complaint. The person that made the statement about our house having custom stairs was the sale rep [redacted]. We said we had “normal” stairs but he insisted they are “custom”. My wife did not hover over any installer. The owner of the business was never at my house and cannot make these allegations. Also, I don't know why the installer felt my 5'3" wife was becoming hostile. The police never arrived at my house. Please produce any police reports that have been filed. The business owner had the installer leave without completing the job and also take material that we paid for. How is that considered OK? How is it OK that the installers arrived 10hrs late for the second installation. THey showed up at 6:30PM for a 8:00AM appointment. We picked out the better carpet because the first carpet that the sales rep sold was too thin to wrap around the stair ends. When 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 extra. My wife offered the owner the opportunity to come to our house many times to see the work for himself. He refused each time and blamed her for being fussy. We had 3 people from the company come to our home and say the job looked poor; the sales rep and the second set of installers. As for the padding, it was cut too short from the edge of each step creating a slope. The installer removed the padding on his own stating that it was not good and he would do a better job. After the installer left with our carpet and padding, the owner refused to give it back unless we wrote an email releasing them from any obligations. He did NOT offer to try to install it again. He said the job ends here. My wife HAD to write the email or else we were not going to get back the carpet and padding we paid for. This was a strong armed tactic. We 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 included. How come he was able to install carpet on our stairs in 5 hours with no issues?

Regards,

Business

Response:

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 ..

Business

Response:

From: <[email protected]>

Date: May 29, 2014, 10:45:04 PM EDT

To: [email protected]

Subject: [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]> wrote:

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

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.

Consumer

Response:

Review: [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,