Bill Soeder Landscaping

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 assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted]

We stand by our earlier response Thank You

I'm confirming that I want my complaint to go to the business

The floor was improperly installed, therefore, they need to fix itI spoke with [redacted] today and they also stated the floor was improperly installed just from what I described to them: there are gaps in the floor which there are because the floor is shifting due to improper installation, which is also how the whole came to light w/the large gap in between the boards

We are truly sorry that this consumer is not happy with the performance of their carpet They contend that their salesperson indicated that the item they bought was "new and improved dog carpet" When we questioned the salesperson at the time of the original complaint (she has since moved to North Carolina) she categorically denied giving the consumer the indication that the carpet they purchased was pet proof, pet-resistant or pet-friendly Regardless, we inspected the carpet and agreed that the carpet did not look good and that we would turn a claim into the manufacturer to see if they could determine whether or not the carpet was performing up to the standards for this type of carpet and whether there was a possibility that there were any manufacturing defects present The manufacturer's report (a summary of which was sent to the consumer) indicated that the carpet was performing normally and that the damage that was present (snags and unraveling at seams and transitions) was caused by the large dogs that are present in the home Additionally, the inspection further revealed that the carpet was heavily soiled and, in their opinion, had not been properly maintained (regular vacuuming and occasional professional cleaning), as is called out in their product brochure We do not believe in any way shape or form that there was any attempt on our salesperson's behalf that would indicate there was any intent to deceive or misrepresent the product We followed what we believe to be the correct procedure in bringing the performance issues to the attention of the company that made the actual product and that provides the warranty on the product Although we had initially closed this complaint out after having performed the due diligence described above, we realize that, although we did not manufacture or warranty the product directly, the consumer did purchase the product through us Again, we are sorry that this consumer is unsatisfied with the performance of their carpet and that their feeling about their experience is what it is In a effort to make a goodwill gesture toward hopefully keeping this consumer as a customer, we will offer a $courtesy adjustment toward the purchase of another carpet or flooring product at Custom Carpet Centers We will extend that offer until the end of 2015, at which time, it will expire

We will not be offering a refund to this consumer because the lifting of the vinyl floor plank was due to water damage to the substate after the completion of the installation See attached photo.The timeline in the complaint is also inaccurate We installed this material in and were alerted to a problem regarding lifting planks in December of that same year We sent out tech out to the site and discovered the following: #An area in the kitchen vicinity was involved (again, see attached photo) and was clearly the result of standing water seeping underneath the installed plank and compromising the integrity of the adhesive between the plank and the substrate Due to the nature of this damage, this would've been a chargeable repair and required boards to be removed and the area be sufficiently dried out in order to accept the new adhesive Had we been able to complete this during the service call, we would have, but could not due to the moisture present This consumer was alerted to the water damage and the subsequent chargeable repair and never contacted us to authorize this chargeable repair They proceeded to tear out the floor as it was left and replace it with another floor from another company and now are requesting reimbursement in full for a floor that was damaged by their and/or their clients use.#In a second area, there were also some "lifting planks" reported by the consumer During the same visit by our tech, he determined that this was due to a shifting existing subfloor that forced the installed plank on top to lift in some areas This area was successfully repaired by our tech.In addition to the above, we made multiple attempts to set up a meeting at the premises with our account rep, a member of CCC management and the tech rep who assessed the problems and performed the repairs The consumer refused to accomodate our offer of that meeting.When the consumer finally did attempt to contact us in February of 2017, it was to demand their money back on the affected area We turned down the request (we feel, correctly) for that refund for the reasons outlined above and stand by that decision.As an attempt to try and possibly keep this consumer as a customer down the road and in the interest of extending a goodwill gesture, we hereby offer to credit the first $of the next new job (minimum value of job: $500.00) If the consumer wishes to proceed with this offer, they may contact Dave at [redacted] His email address is also in our reply, here.Thank You.Tell us why here

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 am awaiting a call back with pricing we discussed to replacing the cove molding with wood As of right now, I have not heard back; but it being a holiday weekend I expected there would be a short term delay in response The gentleman who came out was polite and I pointed out all the repairs and he is aware of everything needing to be done I am satisfied so far to the response of the company

We are sorry for the inconvenience that we put *** *** through Sometimes when we schedule work, it can be difficult to know exactly how long a job will take to complete Hers was the second job on the day it was set to be
installedThe first installation ran into some complications and took much longer to complete and as a result, necessitated moving *** ***'s install to a different date We apologize for that and we certainly should have been able to notify her sooner than 3:45P that her install needed to be rescheduled.We are sending *** *** a formal apology in the mail

We have reached out to the manufacturer on *** *** behalf (they sent us cuts of defective merchandise) and have spoken to *** *** to agree on a solution The manufacturer will be providing a no charge upgrade to a better/heavier grade of carpet and CCC will be
picking of the expenses of the new replacement, along with issuing her a credit of $for the expense she incurred on the first replacement We are sorry that *** *** had to endure the unfortunate implications of a manufacturing defect twice Normally, this manufacturer is noted for very high quality standards and we think that this particular issue is somewhat of an aberration Regardless, we believe we have put in place a proportionate and appropriate solution to the issue at hand and we thank *** *** for her patience as we worked through this with her

We have pulled the service record on this complaint Our service manager visited this home after receiving a complaint (more than a year ago) regarding a hole in the laminate flooring that had been installed It was determined at that time and the consumer was informed that the hole in
the floor occurred long after our flooring installers had completed the installation In other words, the damage to the floor was due to something that occurred after the installation, having nothing to do with the installation or the product The damage that was apparent on this flooring was due to an after installation incident that caused damage to the flooring We provided a quote to repair this damage and the consumer refused it Assuming that the consumer still has extra boards from the original installation, we again, extend our offer to repair (this also assumes no further damage had been done to the floor) the affected area for the original $quote

There are several things that this consumer has brought up in her complaint that are inconsistent with what our records indicate This job is not complete and our long-standing policy is to respond to complaints after the installation as written in the contract has been completed, if
applicable.Currently, there is only a trim piece that needs to be completed (the one that was called for on the original agreement, the consumer does not like) and the COD balance was to be paid at the time of satisfactory installation of that trim piece.During the installation, when undercutting the doorjambs to accommodate the new floor, an electical wire (installed behind the door trim, and in violation of local code) was cut by the door jamb saw There was no way for the installer to see the wire, nor could he have anticipated it's location Regardless, our installation manager agreed to reduce the COD ($373.46) by $as a courtesy adjustment The new COD is therefore, $223.46.We have been attempting to reach this customer to confirm that the adjusted COD of $will be paid in full at the time of the trim installation When that is completed and paid for, we will follow up with more information to the Revdex.comThank You

We are truly sorry that *** *** was inconvenienced during the course of her installation The floor covering installation business can be a very difficult business to manage and schedule, due to a myriad of complications that arise when in the process of completing an installation
Every job is a custom job, in and of its own right Sometimes an installer that is assigned to a job on a Tuesday morning is unable to maintain that schedule because he ran into complications on a job from the Monday prior Certainly, some jobs are simpler than others, but in many cases we are tearing out old floors and moving cabinets, furniture, appliances, etcthat all can create issues that can delay a job from being completedThere is no doubt that it took us longer to complete the project at the *** residence than either of us would have hoped, undoubtedly due to a series of unforeseen events that delayed our ability to complete it And in a particularly busy time of the year with the added complication of an injured installerThere is also no doubt that, based on *** ***'s recap, that we should have done a better job of maintaining more timely contact with her throughout this process We have a long standing protocol that we do not "compensate" customers for lost time and inconvenience because it can stand in the way of what our main goal is, namely, to provide great products and quality professional installation to our customers We have sent a formal letter of apology to the *** residence, along with a letter that can be used for an additional discount on any future purchases We thank *** *** for her business and certainly hope that she will decide to use the discount certificate on a future purchase

We would like to apologize for the delay in getting this completed for Mr*** Our records incorrectly showed that we had serviced this issue and noted it internally as completed We have since re-opened the file and are scheduled to service the work on Monday, March 4th

We stand by all of our previous original statements and assessment of the actual facts of this matter.In closing, it appears that the photo showing water damage that were cited in our original response did not attach Hopefully, it will attached to this response.Additionally, during the visit by our tech where this photo was taken, the occupants of the house confirmed there was standing water on the floor from a leaking appliance Again, as we stated previously, complimentary warranty work, due to water damage, is not covered

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

The complaint has been resolved, they contacted me this morning

Since the date of the Revdex.com inquiry, we have maintained an ongoing dialogue with this consumer.  Since, the consumer's complaint is regarding the wear/pattern on these particular goods, the complaint needed to be directed to the manufacturer of the carpet.  After submitting the consumer's...

complaint to the manufacturer, we received notification that it had been turned down and we subsequently informed the consumer.After the consumer expressed their dissatisfaction with the manufacturer's decision, we re-submitted, on the consumer's behalf, a second time, this time with a letter from us stating that we disagreed with the manufacturer's decision and that it reconsider this request.As of this writing, we have received notice that the manufacturer has agreed to replace this consumer's carpet.  They have not yet agreed to cover the cost of the labor to do so.  We are continuing to communicate with the mill to see if we can get them to respond more favorably and agree to cover the entire cost of the replacement.  Again, as of this writing, we have not received a firm answer on the labor costs.  We are keeping this complaint open, at least until we receive an answer from the manufacturer.  After we receive that answer we will decide how to proceed with the consumer.     We's also like to thank this consumer for their time and consideration in allowing us to work through to what we hope will be a positive outcome.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10796427, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted] I am not surprised that Custom Carpets feels this complaint is resolved on their end. Please! I $100.00 credit on an almost $5000.00 job. After the job was pushed back by a day, (no notification on the company's part). We had to do all the calling and questioning. My husband and I lost a days pay sitting around the house and nothing being accomplished except aggravation, waiting for someone to call us, or come and do some work  Then we had to find and wake up the installer at 12:30 pm when he promised to be at the house at 10:00 am (how is that a way to run a business?). Our lives were put on hold because Custom Carpets because the installer worked until 8 and 9 pm. We canceled previously arranged events, because we were rudely inconvenienced. Once Custom Carpets got our money and they didn't care how our lives were affected. As far as we are concerned, this matter will never be resolved unless Custom Carpets offers us more of a refund, than $100.00 for our inconvenience, frustration and poor customer relations.[redacted]

We will not be offering a refund to this consumer because the lifting of the vinyl floor plank was due to water damage to the substate after the completion of the installation.  See attached photo.The timeline in the complaint is also inaccurate.  We installed this material in 2016...

and were alerted to a problem regarding lifting planks in December of that same year.  We sent out tech out to the site and discovered the following:  #1 An area in the kitchen vicinity was involved (again, see attached photo) and was clearly the result of standing water seeping underneath the installed plank and compromising the integrity of the adhesive between the plank and the substrate.  Due to the nature of this damage, this would've been a chargeable repair and required boards to be removed and the area be sufficiently dried out in order to accept the new adhesive.  Had we been able to complete this during the service call, we would have, but could not due to the moisture present.  This consumer was alerted to the water damage and the subsequent chargeable repair and never contacted us to authorize this chargeable repair.  They proceeded to tear out the floor as it was left and replace it with another floor from another company and now are requesting reimbursement in full for a floor that was damaged by their and/or their clients use.#2 In a second area, there were also some "lifting planks" reported by the consumer.  During the same visit by our tech, he determined that this was due to a shifting existing subfloor that forced the installed plank on top to lift in some areas.  This area was successfully repaired by our tech.In addition to the above, we made multiple attempts to set up a meeting at the premises with our account rep, a member of CCC management and the tech rep who assessed the problems and performed the repairs.  The consumer refused to accomodate our offer of that meeting.When the consumer finally did attempt to contact us in February of 2017, it was to demand their money back on the affected area.  We turned down the request (we feel, correctly) for that refund for the reasons outlined above and stand by that decision.As an attempt to try and possibly keep this consumer as a customer down the road and in the interest of extending a goodwill gesture, we hereby offer to credit the first $100.00 of the next new job (minimum value of job: $500.00).  If the consumer wishes to proceed with this offer, they may contact Dave at [redacted].  His email address is also in our reply, here.Thank You.Tell us why here...

We apologize for the delay in getting back to you, but we had to make contact with several different people in order to provide accurate feedback on this issue.   This consumer states that "the floor was installed incorrectly without a subfloor".  Actually, the flooring that this consumer...

purchased is made to cover minor imperfections in sub flooring.  Normally, we offer pricing on the option of new sub flooring with most hard surface installations and more times than not, if the floor selection doesn't require new sub flooring in the specs, then it is the customer's choice as to whether they want to go to the extra expense of purchasing new sub-flooring.  This consumer selected to proceed without new sub flooring (perfectly OK, since the conditions present in the home warranted doing so).  During the installation, there were some pieces put in where some minor debris should have cleared away by the installer (he didn't notice them) prior to adhering the installed piece, which resulted in some telegraphing through to the top layer.  This is a completely repairable condition.  It took us some time to contact the original installer.  They were messages left and some missed attempts at communication, but as of today, our Installation Manager has placed a call to the consumer to attempt to schedule the repair/replacement of the involved boards.  This floor does not need to be replaced.  We are waiting on the consumer to call back a confirm a date where we can go back out to complete.  Thank You.