Big Bob's Carpets

[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.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
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 called Mrs. [redacted] to set up an appointment on Monday August 3rd and went out there and looked at it and there were a few things she was not happy with and so we looked and we are going to take care of it and resolve any issues she may have.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.To be accurate, it was me who originally requested a refund of our money back in March (see attached).  But the company insisted that they resolve all customer complaints and take care of installation problems before refunding any funds.  The reason for my complaint now to Revdex.com is they have not installed the product we originally purchased or resolved the installation problems.  The vinyl and adhesive sit in the same place they left them over 2 months ago. I requested again (to be accurate, they did not offer) for a refund of my money.  It took the Regional Manager another 10 days to respond and his only response was that I had to come back to the store to have a credit applied to my credit card.  By this time, I was beyond frustrated and told them I had already filed a complaint with the Revdex.com.  (see attached) At this time, my request for compensation is beyond a simple refund.      Attached you will see pictures of the damaged floor and stained carpet.  The organization is aware of the stain.  They misunderstood what I said.  I stated that the carpet at the bottom of the steps was detached by the workers using the steps during the renovation of a bathroom on the lower level.  Not that the contractor caused the stain.  The stain was caused by the original installer of the vinyl floor.  The contractor who remodeled the bathroom put drop cloths down every day and swept the floor and carpet before they left.  The various individuals from Big Bob’s in and out of the house over the past 4 months (totaling now 6 individuals) did not use any drop cloths and they placed their tools and materials carelessly on the carpet. Mr. [redacted] fails to state that the organization lost a check we gave to the original installer.  This is a check with our names, address, account number and routing number.  This mishandling of our personal information causes me great concern and I believe amy violate [redacted]. We have estimates now ranging from $4,000 - $5,000 to repair the floor and install new flooring.  The estimates of Big Bob’s to install flooring now range from $4,100 to $4,800. Our request is for compensation of $5,000: 1.       Estimates to install new flooring are $4,000 - $5,0002.       Replace stained and damaged carpet (estimate $3,000 - $4,000)3.       Credit monitoring (estimate $100/month)4.       We have been tremendously inconvenienced since March and need to be compensated somehow for the situation. Had they acted upon my request in March, this matter would be resolved.  Unfortunately, Big Bob’s does not choose to address issues involved wit our floor in a timely and appropriate way.    [redacted] Office: [redacted]  
Regards,
[redacted]

I have just settled this issue with Mr. [redacted].  Big Bob's will be picking up the material  and giving MR. [redacted] a check for $2,500.
[redacted]

The original installation failure was believed to have been cause by installation errors. Upon removing the flooring, a moisture emission issue in the concrete was discovered that would prevent a successful installation of the product. We could not come to an agreement with Mr. [redacted] on a new...

flooring selection. Although there were some communication delays, a full refund of Mr. [redacted]’s deposit has already been offered along with arranging a time convenient with Mr. [redacted] for us to pick up the flooring materials that remain in his garage. During one of the site visits prior to or during the removal of the flooring, our Quality Control team made mention to Mr. [redacted] about the stain in the carpet at the bottom of the basement stairs. Mr. [redacted] stated this was caused by the construction crew that performed the repairs and remodel in the basement prior to our work commencing. During the process of removing the flooring that failed, pictures were taken to document the findings for our records. One of those pictures happened to catch part of the sole opening where the carpet meets the area that we performed work. There is nothing in the attached picture to suggest any damage or staining to the carpet adjacent to our work area. The purchase price of the flooring was $1599.76, of which Mr. [redacted] has currently paid $800. We will be happy to refund Mr. [redacted]’s $800 deposit if he will either provide us with the information to refund his credit card or we can have a refund check delivered to him at his convenience. We will also remove the flooring materials that are still on site at his convenience. Based on Mr. [redacted]’s statements to our Quality Control team and the provided picture, we do not feel we should be held responsible for damages to the carpet that we did not cause.  [redacted]Big Bob's Flooring OutletRegional Manager[redacted]###-###-####