Big Bob's Flooring Outlet

Mrs [redacted] purchased carpet from our storeIt was installed in the spring of this yearShe did have a legitimate service call, shortly after original installationOur installers use a type of iron that send radio wave thru carpet and activates the seam tape to keep the seam togetherThe original spot was from the iron not activating the seam tapeMy installer reactivated the seam tape with his iron and fixed the issue Mrs [redacted] called in the fall and stated that her seam was coming apartWe sent the original installer back to inspect carpet issueMy installer found that the carpet was delaminatingDelamination can be a manufacturing issue or an onsite conditionMy installer reported to me that he thought it was from animal urineMrs [redacted] stated that she didn't have any knowledge of any accident that occurredI explained to her that it could be too much latex in the backing, which is a manufacturing problem, or it could be a reaction that occurred from animal urineI also explained to Mrs [redacted] that animals are attracted to the smell of latex used in carpet seam tapeIf they do use urinate on carpet that they typically will do so at a seamWe filed a claim with the manufacture to see what was causing the issueThe manufacture sent an independent inspector out to her house I received notice from the manufacture that there were no manufacture defects with the carpetThe inspector which is certified by the carpet and rug institute, stated that the delaminating was caused by animal urineI will attach the photo of the document for inspectionThe inspector found that areas along the seam where delamination occurred tested positive for urineMrs [redacted] was notified of the report I am sorry that Mrs [redacted] had a negative experience at our storeI have no problem talking to her to help find a remedy to repair her carpetI would ask that she cover our cost to do any repairDue to the fact that it is an onsite condition and not a manufacture issue we are unable to provide new carpet for her Martin G [redacted] 9500%

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.There were no copies of photos or a report in the response I was given. When speaking with MrG*** over the phone, he was only willing to provide certain parts of the report and only mentioned one picture. I was present at the time of the inspection and did see the test strips and photos. There was only one small area of urine along several areas of the carpet falling apart. The inspector stated to me and confirmed that only one area that was fraying had small trace of urine, the others did not. Hence, only part of the report being revealed. The inspector stated that the he could see the entire seam all across the room. Proper installation would not have that issue. Even if without the urine or carpet fraying dispute, you should not be able to spot a seam in the carpet so easily. This business has provided poor customer service from the top level to the bottom. The corporate office has even failed to assist with the issue, after speaking with Pam several times and her stating that she would address with MrG*** and get back to me. While I feel that the carpet should have been replaced as I was told it would be from the installer, I was not even asking for that extreme. However, I feel the carpet should at a minimum be repaired at the expense of the business. It was very clearly not caused by urine. This carpet has had issues since a couple weeks of being installed.I have been told by the corporate office that the G*** family is a very Christian oriented and well rounded family with good business ethics. If this was the case, the owner would not be able to sleep at night knowing they are not standing behind their products, being dishonest and cheating customers out of what they have paid for and what is due to them based on poor work from the individuals that they employ
Regards,
*** ***

Per telephone response: The consumer stated that yes the company did send someone out and the matter has been resolved

By way of follresponse to the client’s reply to A Stevens’ response to the client’s complaint, please be reminded that only after A Stevens began collection efforts against this client for past-due monies, did Client file this retaliatory claimFor four months after Stevens completed the work, Client was apparently satisfied with the work, but made no effort whatsoever to pay for it Client’s reply restates his initial complaintInasmuch as A Stevens previously addressed same, a restatement by A Stevens is unnecessarySuffice to say, it is counter to all good business practice, to continue in the employ of a client who authorizes work but refuses to pay for itMarc Bosser is such a client To sum up, Client had another contractor perform work, prior to A Stevens’ involvement, which Client deemed unsatisfactory(Modus operandi?) Client next contacted A Stevens, who identified issues, provided a price to remedy same, and, once work began, identified additional issues unknowable beforehandA price was provided to Client before work on the additional issues commenced The additional work was undertaken by A Stevens at Client’s request, only after Client’s verbal and written authorizations to do so were received by A StevensThose authorizations belie Client’s claims to the contrary, and form the basis of the litigation A Stevens will commence, absent full and immediate payment for all labor and materials provided Client by A StevensNo amount of subterfuge will avoid either payment, or collectionA Stevens is a long established, well regarded regional company, secure in the knowledge that Client’s libelous rants are without basis It is all well and good to put up a smokescreen after the fact, however, this is quite simply a case of a client who is attempting to avoid a contractual obligation to pay for labor and materials providedResolution of his home plumbing issues apparently exceeded his means, and he now seeks to have someone else subsidize his cost of living

Floor covering inspectors are independent of a carpet mill and storesThey take several certifications to be able to report their findings and deliver an unbiased opinion of any problems that may be associated with floor covering issuesThese findings can hold up in a court of lawThe majority of these inspectors are very professional and thorough
I was not on site when the inspector examined Mrs***'s floor coveringI have no idea why the inspector would tell her that urine should not cause this issue and then state that urine caused edge delamination at the areas along the seamI hope that Mrs*** was able to see the pictures of the report that I sent along with my original rebuttalIf she was able to see the photos, I believe that she would see that there were more than one area along the seam that tested positive for urineI also included his report that explained the process in which describes what happens to the backing when animal urine is present
I would not have shared these photos if I were wanting to hide somethingI reported what was the onsite condition that caused the delamination in her carpetI wish that this outcome would have been more positive for all involvedBig Bob's Flooring Outlet of Terre Haute stands behind our services that are providedWe cannot be responsible for onsite conditions that do damage to our productsOur offer still stands on trying to repair her issueI do not wish to profit off of anyone's misfortuneI just ask that my charges to repair the carpet are coveredI also would let them know if the carpet could be able to be repaired before trying to do soI would not want to make the situation any worseI would request that it would be done in a peaceful environmentI will make sure that all is understood before we would start the repair process
Martin G***

Preliminarily, it is worth note that only after AStevens Plumbing & Heating (hereinafter “Stevens”) began collection efforts against this client for past-due monies, did the client file this retaliatory claim This contract began with client complaining about low water pressure despite
recent check-valve replacement by another contractorWithout more, we recommended pump replacement, quoted a price, and client hired usAfter install, pressure still low Stevens told client the next step would be to access and assess the check-valve, via the well-headClient subsequently located well-head, called Stevens, and we recommended a course of action entailing specified additional charges, which client approvedOur tech began work at the well-head, and subsequently found a hole in the below-grade pipe serving the house The discovery of the hole in the pipe explained the low-pressure issue, and allowed us to present client with a lower additional-cost repair strategy / course of actionClient provided written authorization to our tech to proceed, and said “do whatever it takes to fix the problem.” The repair was accomplished, and pressure was restored in all but a bathroom, traceable to a fixture issue Client now claims amnesia regarding his authorization to us to provide additional labor and material at additional charge, notwithstanding his signed, dated authorization to do so

In response to Mr& Mrs*** offer of $restocking fee, we must reject the offerIf they would have taken a minute to read the disclaimer, which is directly above the signature line where he signed or at least asked what it said they would have known about the 50% restocking feeWe don't feel that we should wave the fee the because they did not take the time to read what they were signingwe cut the material to their specifications in good faith that the sale was closedhowever taking into consideration, their senior citizen status, we are willing to accept a 25% restocking fee which is $

Need Flooring? I highly recommend Big Bob's Flooring!!!
We had a water disaster which ruined our carpetInsurance would not cover itGuy and Cheri *** took great care of usThey explained different grades of carpet, helped me select a carpet for the house, and explained the process to usThe installers were professional and did an awesome job I do not recall a time in which a trade was in my house or that we have dealt with that was as competent, honest, and had awesome prices for top quality productA must for your flooring needs!

We received a call from the *** *** (Homeowner) stating his boiler is smoking, and had no heat. He further mentioned that it was serviced about a year ago, but he stated he doesn't believe that is was serviced correctly (a year later?). Upon arrival, we found the boiler plugged up
due to heavy soot. After cleaning the boiler and replacing the nozzle and filters our technician found water in the filter canister indicating water coming from the underground oil tankWe explained to the homeowner our findings and he said he was already aware of water in the underground oil tank. The Homeowner suggested that we place a gallon gas can next to the oil burner for a temporary solution, and we told him we would not recommend that . We invoiced the customer for services rendered: vacuum boiler, breach and pull burner to clean chamber that is heavily sooted. The customer paid the bill in full for our services. We informed *** *** that the unit will continue to have problems unless the issue is addressed correctly; by finding the source of the water . He would not entertain our suggestion. Several weeks later, the Homeowner called with another no heat call. Unfortunately, we cannot service a homeowner who does not heed our suggestion for safety and environmental reasons.

Big Bob's flooring outlet strives to deliver the best service from our sales team to our sub contractor's who install our final productwe severelly missed the mark in this consumer's houseour installer did not respond to our customer's need's and question's in a suitable fashion consistent with
Big Bob's mission statement and beleifswe no longer will use this installer sub-contractor and thank our consumer, for bringing these issues to our attentionPlan of action: send service man to attend to any additional concerns-Refunded a portion of the install cost

We received a call from Mr*** requesting his money back , we told him we could not do that , because materials have been cut to his order, and our policy is all sales are final, as our invoice sayswe did offer him the 50% re-stocking fee..as our invoice says..and he said no,
he wants his money in full.. I told him we have an agreement by him signing our invoice..and there is a copy of his invoice attached to this emailRespectfully (store manager) *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
It seems AStevens waited many months and now advised me I owe additional funds. On the day when the work was completed AStevens advised me to pay the bill and at that time I apprised them on the phone that charging me almost three times the original estimate was unacceptableAfter the owner of AStevens harassed me on the phone for over one hour, he informed me to pay what was “fair”I responded to the owner the amount originally quoted for the work as fairI paid this amount in full on that day and the issue was closedLikewise, I advised AStevens the work was not completed satisfactory and on the Job Invoice itself, I wrote the words pending alongside Work Acceptance. With your efforts of deflection of the real issues aside and a desperate defense of a losing argument, the original issues have not been resolved. First, the Goulds J-pump installed by AStevens on 6/*/does not work properlyWater flow does not function correctly in every room in the houseAdditionally, using more than one source of water simultaneously reduces the amount making it unusable. Second, AStevens is trying to collect money almost “three times” the original quoted amount for an installed Goulds J-pump which is similar to a “Bait-and-switch” tactic. I would also like to respond about “A Stevens is a long established, well regarded regional company”A quick check of the reputable yelp.com which publish crowd-sourced reviews about local businesses shows that AStevens has 71% unsatisfactory reviews and on a scale of to rates as a low 2.5.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
I will sum up my response in five unresolved points: In response to the low-pressure issue, a hole was found in the pipe leading to the well, and I was informed by the technician that replacement piping was cents a footThe technician then drove to the Plumbing supply house (AStevens Plumbing billed me for this time as part of their “hours as well”) to buy the pipe to fix the holeThey claim a “lower cost repair strategy” but the cost was additionally 2.5x times over what I was originally quoted to replace the pumpIn addition, AStevens Plumbing already charged me $above the cost for the pump and installation (which the technician completed in about one hour). The bathroom problem was not traceable to a single fixture issue; the fixture is new as is all the plumbing in the house and affects the shower and sink, and not one sourceAlso the “fixture” was working 100% with the old pump before AStevens Plumbing replaced it. Also there is only sufficient water pressure to run one water device in the house at the same timeIf multiple sources of water are used such as the outside hose and then the kitchen sink, water from these sources is reduced to an amount making it unusable in comparison to when only using a single device. In addition the company, wants to charge me hours of additional labor for something that does not work correctlyAfter hours of labor the expectation would be their product to work correctly so either the work AStevens Plumbing provided or their pump is at faultOne of their workers was an year old “helper” brought along to help dig a hole for access to the wellThe hole was mostly dug out before AStevens arrived (or course not a problem for AStevens Plumbing they billed me another $hour for this “helper”). Since AStevens Plumbing product does not work correctly, I now have to seek repair or replacement for their faulty equipment and/or work by a reputable and reliable third partyWhich will provide a completely working source of water in every room of the house regardless of the number of water sources in use
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me

Mrs*** *** purchased carpet from our storeIt was installed in the spring of this yearShe did have a legitimate service call, shortly after
original installationOur installers use a type of iron that send radio wave thru carpet and activates the seam tape to keep the seam togetherThe original spot was from the iron not activating the seam tapeMy installer reactivated the seam tape with his iron and fixed the issue
Mrs*** called in the fall and stated that her seam was coming apartWe sent the original installer back to inspect carpet issueMy installer found that the carpet was delaminatingDelamination can be a manufacturing issue or an onsite conditionMy installer reported to me that he thought it was from animal urineMrs*** stated that she didn't have any knowledge of any accident that occurredI explained to her that it could be too much latex in the backing, which is a manufacturing problem, or it could be a reaction that occurred from animal urineI also explained to Mrs*** that animals are attracted to the smell of latex used in carpet seam tapeIf they do use urinate on carpet that they typically will do so at a seamWe filed a claim with the manufacture to see what was causing the issueThe manufacture sent an independent inspector out to her house
I received notice from the manufacture that there were no manufacture defects with the carpetThe inspector which is certified by the carpet and rug institute, stated that the delaminating was caused by animal urineI will attach the photo of the document for inspectionThe inspector found that areas along the seam where delamination occurred tested positive for urineMrs*** was notified of the report
I am sorry that Mrs*** had a negative experience at our storeI have no problem talking to her to help find a remedy to repair her carpetI would ask that she cover our cost to do any repairDue to the fact that it is an onsite condition and not a manufacture issue we are unable to provide new carpet for her
Martin G***
9500%

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.[Provide details of why you are not satisfied with this resolution.]The inspector that came to my home to inspect the carpet indicated to me that I should ask for a copy of the full report due to the fact that there are standards on how carpet is to be installed and if it was installed to these standards, urine should not cause this issue. He also noted that the seam was noticeable thru the entire room which is not with proper installation. If urine was the issue, the carpet would be falling apart in other areas, not just a seam. The inspector did note a small detection of urine in one area on the seam, however it was stated this should not be enough to damage the carpet. The owner is failing to mention that the inspector took 4-pictures and test strips, only one showed a positive urine. The other areas of damage showed no urine. The owner should be forced to provide the full report and all pictures, not just one. An honest business owner would do this without being forced in a court to do so. Of course, if you send the same installer out each time, he is not going to admit that he made a mistake with the installation. This is the same installer that told me the carpet was defective, as he tore it apart even more and informed me that they will need to replace at their expense due to carpet being defective.It is obvious that Martin is hiding all of the evidence from the inspection and only wanting to provide the small portion that is in his favor. I should not have to pay again for their mistake. Unfortunately, this is the treatment consumers receive when there is no one at a corporate level to oversee the practices of the business
Regards,
*** ***