Baker Bros.

We apologize for the unforeseen delay months ago on the installationWe did have our installers work overtime to complete the installation on timeIf the installers failed to clean up the mess, we apologize for that as well. We have no record in our system regarding any visible problems
at the time of installation with the area where we installed carpet. We have not been notified of any failure of the installation or other problems with the carpet in the months since the installationThe problem Mr*** is experiencing is based on the recent rain storms that caused water damage to his basementAs with most everything else, tacks strip can change appearance over the course of time so there is no way to look at tack strip after the recent water damage to Mr*** basement to determine that a problem existed months priorThere will definitely be a difference in appearance from the tack strip that was not replaced to the tack strip that we installed months agoThis in no way is an indication of a problem that existed prior to our installationA site visit would not change that The only request we have received from Mr*** is for Baker Bros to come out and acknowledge that a problem existed months ago, which we would be unable to acknowledge from tack stripThere is no way to confirm that the condition of the floor after the water damage is the same as the condition we found months ago. If Mr*** needs assistance in re-installing his carpet or replacing his flooring, we would be happy to review that request and offer some solutions

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** *** I am still waiting for the minor adjustments to be completed then my complaint should be resolved

First of all we would like to apologize again about the excessive delays. The manufacturer was having problems making the product on time and then correctly. We did offer to have Mrs. [redacted] re-select to another product during the difficulties, which she opted no to do. With that said, we did...

finally receive the material in and the installation was completed on 10/6. While we understand that sometimes I'm sorry is not enough, we had no control over the manufacturing process, and would not install the defective material knowing it was not acceptable. We are a reputable company and do care about our customers even though I can understand why during this process we could be perceived differently. Behind the scenes we were making every effort to get the material here sooner, including a batch that we received and did not bring out to the home because we checked in advance and found it to be unacceptable. Our operations manager is in contact with Mrs. [redacted] to review her complaint and as of this email, the floor has been installed and we are working on some minor adjustments, which would achieve the desired result and finished product.

I did not say this was resolved. Please carefully re-read my email from yesterday.
Thank you

Our operations team is working with the Ohrazda's to fix those minor adjustments as per my initial email. These adjustments are already scheduled for 10/27. Based on this I would agree that it is not yet"resolved", but we are working diligently with them on this. The floor has been installed and we are going back fix a couple of planks and then try to help some of the visual issues in the entry area. Thanks

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,[redacted]  I am still waiting for the minor adjustments to be completed then my complaint should be resolved.

The condition of the moldings noted by the customer are not unusual and something we see on a regular basis. Due to the long and narrow shape of these molding there is always flex and flexibility. When properly installed and adhered, this is never a problem. Our professional installation teams...

handle and install these moldings on a daily basis without a problem. The customer has either chosen to install themselves or have someone else do this for them. We will contact the customer and send out our field technician to review the installation to review.

We apologize for the unforeseen delay 18 months ago on the installation. We did have our installers work overtime to complete the installation on time. If the installers failed to clean up the mess, we apologize for that as well.  We have no record in our system regarding any visible problems...

at the time of installation with the area where we installed carpet. We have not been notified of any failure of the installation or other problems with the carpet in the 18 months since the installation. The problem Mr. [redacted] is experiencing is based on the recent rain storms that caused water damage to his basement. As with most everything else, tacks strip can change appearance over the course of time so there is no way to look at tack strip after the recent water damage to Mr. [redacted] basement to determine that a problem existed 18 months prior. There will definitely be a difference in appearance from the tack strip that was not replaced to the tack strip that we installed 18 months ago. This in no way is an indication of a problem that existed prior to our installation. A site visit would not change that . The only request we have received from Mr. [redacted] is for Baker Bros to come out and acknowledge that a problem existed 18 months ago, which we would be unable to acknowledge from tack strip. There is no way to confirm that the condition of the floor after the water damage is the same as the condition we found 18 months ago. If Mr. [redacted] needs assistance in re-installing his carpet or replacing his flooring, we would be happy to review that request and offer some solutions.

Once the company actually sends someone out to my residence to review the installation and observe the damaged trim I will determine my next step.  As of this writing, I haven't had any contact with anyone from the company.

Please note that we have attempted to explain this Mr. [redacted] over the phone but were apparently unsuccessful.Baker Bros COMPLETELY disputes the characterization of our company as dishonest thieves. We have been servicing the valley since 1945 and have an impeccable record with both the...

Revdex.com and the registrar of contractors, who oversee our practices as consumer advocates.As an overview of the conversation with MR. [redacted]: Our installation teams are not paid by the hour or the day, but by the unit (in this case square foot). Their primary responsibility is to get the the job done properly whether that takes 2, 3 or 5 days. When discussing projects with customers, we tend to quote more days rather than less in order to allot for unforeseen circumstances, which our experience tells us happen on projects of this size and scope.  The cost of the project would not fluctuate regardless of the number of days the project required to be properly completed. By way of conversation, Mr. [redacted] expressed that there was no problem with the installation nor the product installed.In addition to "standard" plank installation, this installation required: floor grinding and patching; undercutting 400 linear feet of baseboards; removing and disposing of existing flooring, a significant amount of furniture moving in addition to 8 transition molding and installation of those moldings. As for the square footage in question, the actual square footage billed for was 1725. This number falls completely in line with the industry standard which requires a 7-10% waste factor so that the planks can be properly laid out and installed, which varies depending on room sizes and layouts. We made no misrepresentation of the product or the scope of work and based on our operations manager's conversation with Mr. [redacted], there is no installation or product issue other than it took a couple of days less than originally estimated. Once again we COMPLETELY dispute ALL the negative libelous characterizations of our company by Mr.. [redacted].

First of all we would like to apologize again about the excessive delays. The manufacturer was having problems making the product on time and then correctly. We did offer to have Mrs. [redacted] re-select to another product during the difficulties, which she opted no to do. With that said,...

we did finally receive the material in and the installation was completed on 10/6. While we understand that sometimes I'm sorry is not enough, we had no control over the manufacturing process, and would not install the defective material knowing it was not acceptable. We are a reputable company and do care about our customers even though I can understand why during this process we could be perceived differently. Behind the scenes we were making every effort to get the material here sooner, including a batch that we received and did not bring out to the home because we checked in advance and found it to be unacceptable. Our operations manager is in contact with Mrs. [redacted] to review her complaint and as of this email, the floor has been installed and we are working on some minor adjustments, which would achieve the desired result and finished product.

Had great service from the time we walked in the showroom and made our purchase of new tile for our home. Everyone was friendly and answered all our questions. Thanks we will be back.

We have been very pleased with being a customer of Baker Bros. since 1999. And also of their excellent help and expertise of all their products. When I decided on an area rug for my living room, I knew exactly where to go! And enjoying it everyday and many compliments on it also. Would definitely recommend them to friends and family and also for future flooring needs.

Regards,

Review: We purchased 7 pieces of wood trim approximately 7 1/2 feet long from the listed company. Upon receiving the trim it wasn't the correct color and bent. I returned the 7 pieces back to the company and recorded my conversation with the sales manager, ED. I showed him the bent trim and he stated he would return the product. Several days later I picked up the product and they only replaced 1 piece of trim. I was told they wouldn't return the other pieces. I spoke with a manager named Chris who said he wouldn't return the product. I then spoke with the subject over Chris who stated, "wood is imperfect it will bend back". I was clear in stating this would was warped and bent in several locations. Both Chris and his supervisor refused to return the wood. I then asked Chris' supervisor to have the owner call, who still hasn't called me after 3 weeks. The bent/warped pieces of trim was installed and done to speck and it's obvious that the wood was bent. Anyone from the company should come and see it for them self!Desired Settlement: Come to my house and look at the warped/bent trim you refused to replace and replace it with a non-warped trim. It's approx 14' feet of warped/bent trim.

Business

Response:

The condition of the moldings noted by the customer are not unusual and something we see on a regular basis. Due to the long and narrow shape of these molding there is always flex and flexibility. When properly installed and adhered, this is never a problem. Our professional installation teams handle and install these moldings on a daily basis without a problem. The customer has either chosen to install themselves or have someone else do this for them. We will contact the customer and send out our field technician to review the installation to review.

Consumer

Response:

Once the company actually sends someone out to my residence to review the installation and observe the damaged trim I will determine my next step. As of this writing, I haven't had any contact with anyone from the company.

Business

Response:

I did not say this was resolved. Please carefully re-read my email from yesterday.Thank you

Review: We paid for them to do 1800 sq ft of floor. It was a special price of 3.00 a sq foot. Total cost $18,805. They said it would take a week to do. The job was done in less than 2 1/2 days. They had a crew of 3 people. They had told me most of the cost went to labor, so I thought since they were done in 2 days, I would get a refund. After talking to a few people, they told me I was ripped off-big time. I decided to measure out the square footage that was done. I even had others measure it. 1597 sq ft. NOT the 1800 sq ft. I was quoted. When I told them of this error in square feet, they claimed they quoted 1750 sq ft……I was told 1800 square feet was quoted!!! AND 1750 square feet does not equal 1597 square feet anyway!! The wood flooring was 3.99 a square foot. So……..this engineered flooring cost me……. $11.81 a square foot……..7.81 a square foot in labor. I KNOW they did not pay the installers this. I questioned them and they kept screaming CONTRACT!!!!! They said well, we went "over" in square footage for waste……their contract is very vague…..mentions NOTHING…..How convenient…….1600 square foot of flooring for $18,900. My wife initially put a stop payment on the second half of payment…..but then after talking unsuccessfully with them, realized they were very clever and deceitful, and decided to drop it. They offered NOTHING….Point being….they lied and said they were doing 1800 square feet…..They then stated they said 1750….even then, that is NOT 1800 square feet. They are dishonest THIEVES!!! Others need to be warned of their predatory tactics!!! A $3.99 sq foot SPECIAL????? (Granted they had a tiny bit of trim, and glue also…and tax….The workers were out before noon on the third day. Do the math.Desired Settlement: Well, of coarse we want some money back….That will never happen, so we want others to know how deceptive they are with their pricing and measurements and contract, which states nothing, but the product and final price. Very evasive……..

Business

Response:

Please note that we have attempted to explain this Mr. [redacted] over the phone but were apparently unsuccessful.Baker Bros COMPLETELY disputes the characterization of our company as dishonest thieves. We have been servicing the valley since 1945 and have an impeccable record with both the Revdex.com and the registrar of contractors, who oversee our practices as consumer advocates.As an overview of the conversation with MR. [redacted]: Our installation teams are not paid by the hour or the day, but by the unit (in this case square foot). Their primary responsibility is to get the the job done properly whether that takes 2, 3 or 5 days. When discussing projects with customers, we tend to quote more days rather than less in order to allot for unforeseen circumstances, which our experience tells us happen on projects of this size and scope. The cost of the project would not fluctuate regardless of the number of days the project required to be properly completed. By way of conversation, Mr. [redacted] expressed that there was no problem with the installation nor the product installed.In addition to "standard" plank installation, this installation required: floor grinding and patching; undercutting 400 linear feet of baseboards; removing and disposing of existing flooring, a significant amount of furniture moving in addition to 8 transition molding and installation of those moldings. As for the square footage in question, the actual square footage billed for was 1725. This number falls completely in line with the industry standard which requires a 7-10% waste factor so that the planks can be properly laid out and installed, which varies depending on room sizes and layouts. We made no misrepresentation of the product or the scope of work and based on our operations manager's conversation with Mr. [redacted], there is no installation or product issue other than it took a couple of days less than originally estimated. Once again we COMPLETELY dispute ALL the negative libelous characterizations of our company by Mr.. [redacted].

From the selection process, scheduling and installation was very accommodating to our needs as well as attentive and professional.

it has been a pleasant experience as it has been for the many opportunities we have had in the past.

We had the carpet removed and tile installed in
approximately 1,000 sq.ft. The installers were
on-time and very respectful of our house. They
did a great job ! Our sales person was great too. [redacted].
6/2014

I recently hired Bakers Bros. I had superior service with Tomi B[redacted]. She was knowledgeable about carpet, provided great service, and my carpet was installed in a very timely manner. The installers were great. I had been told it may take two days, but they finished the same day. I would recommend Baker Bros. My family room and bedroom look fantastic.

I went to many places looking for the right rug. Upon entering Baker Bros in Chandler. I was approached by [redacted], and it was smooth sailing after that. She helped me to come up with just the right look that I wanted. I had a couple ideas of my own,and she put it all together for me. My living room looks beautiful.

I feel very fortunate to have met her. My experience was sooooo pleasant!

Recently had tile installed for the entryway and bathrooms. What a pleasant experience it was. [redacted] was so helpful in helping me with the selection and the installers did a great job. I had dealt with [redacted]/Baker Bros. before and will definitely continue to be a loyal customer.