Bill Soeder Landscaping

We apologize for the issues that this consumer outlines regarding the way she says she was treated by our sales staff.  When we questioned our sales staff, with what happened specifically with regard to this situation, their version of the events...

was somewhat different.  The material we received from the mill was soiled during transit.  Our sales staff felt that because the material was not damaged, only dirty, that it was simple matter of just cleaning it.  It also appears that there was quite a bit of other things going on with this order.   We're not sure if the consumer is attempting to suggest that we were guilty of some sort of bait and switch with regard to their comments about the sample issue.  Whatever sample we had in our showroom, was put there by our manufacturer's rep and is normally their responsibility to make sure that their product is represented so that the material that is ordered from it is a match, when the ordered product is delivered.    Regardless of who's version of the situation is more accurate, and even though we make it clear via our contracts that special order material is non-cancellable, we have refunded this consumer's money in full and hope that some day they will consider to purchase from us again.  Again, we apologize for whatever part we played in this situation.

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

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]

We have been back out to this consumer's home since the date noted on this complaint as "last contact".  During the week of April 18th, we sent the installer (as selected by the consumer) back to the home make repairs to the issues cited by the consumer....

      Our paperwork from that call indicated that the consumer was satisfied at the end of the service call.  it appears that some of the glue may not have held and that we need to return for further repairs.  A call was placed, and a voicemail left on June 23rd, by CCC to arrange for our repair person to return and re-address the issue.  At this writing, we are waiting for a return call from the consumer.

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

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 $500.00 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.

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.Custom Carpet Centers continues to claim that they are so graciously offering to replace a piece of trim that I "don't like."  The trim was installed in 2 separate pieces, not flush against each other, therefor coming apart.  If Customer Carpet expects its customers to "like" a poorly installed product, then I guess they are correct.  And then to talk negative both to and about the customer, throughout the process. Regards,[redacted]

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] To offer me a 10% discount on a future purchase is unacceptable.  I will not do business with this company and any of affiliates ever again. I feel a 10% refund on  this current purchase would be an acceptable resolution

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]

THE VP of Custom Carpet Centers has attempted to reach out to this customer directly, but so far has been unsuccessful in speaking with her since this complaint has been logged at the Revdex.com.  The consumer has called back and left messages, but as of this writing, the consumer and the VP have been...

unable to connect.  The VP also was out of the country for a week, which complicated matters further.He will attempt again in the upcoming week.

We stand by our earlier response.  Thank You.

We have received our refund, and I do appreciate that. They know I was right. When somebody is right, they get their result.

Firstly, allow us to apologize to [redacted] for the trouble that occurred on this project.The problem was that the original installer that we sent to do the work was also the crew that was assigned to go back to take care of the service items.  This is normal operating procedure.  The...

original crew was informed and asked multiple times to reach back out to the consumer to schedule a time to handle the service work.  That crew indicated to our service manager that they were attempting to schedule the repairs with customer but our service manager did not find out that the installation crew had neglected their responsibility to complete the work.  That crew has since left our employ.We sent a different crew to the site to assess the situation on 7/22 and determined that we will need a couple of hours to complete the repair work.  The customer was informed that our office would be calling in a day or so to reschedule the 2nd crew back at the Molfese residence to complete the work.Again, we sincerely apologize to the Molfese family for putting them through this.  We mistakenly went on the word of the first crew and we equally as disappointed that the first crew was less than forthcoming with us.  The crew that we will set up to do the service work is a very qualified installer with over 20 years of experience, so we expect a positive result.We expect that we will have the work completed to the satisfaction of the customer within the next few days.Thank you for your time and consideration.

We are sorry that this consumer has rejected our response.  We did what we felt was right and equitable, given the situation, and we stand by our decision.

We are truly sorry to hear of this consumer's experience with our company.  Over 96% of our customers say that they would recommend us to a friend, but clearly we fell short of that in this customer's experience. Most of this consumer's issue seems to revolve around the installation team that...

was sent to her home and how they conducted themselves, in her view, unprofessionally.  After hearing of this initially, this was forwarded to Don in our service department.  Don made a promise to this customer to contact her to work out a resolution plan.  She is correct, he indicated that he would call her on Monday 12/11.  Don was out ill on 12/11 and 12/12 and was unable to contact her.  The date of this Revdex.com complaint is 12/13.  The date of this reply from us is 12/21.  During that gap of time, we made several attempts to reach back out to this consumer, both via phone and email.  Yesterday, 12/20, the consumer called us back.  Don apologized for missing the earlier call back date due to illness and offered to send a crew back (a different one if she prefers) to resolve any of the remaining dangling issues from her original issue.  Her reply was that she had had enough and did not want us back in her house.  She said we had "lost her as a customer".  We truly hope this is not her final position.  Again, we reiterate our offer to send a different crew back to her home to attempt to alleviate any remaining issues she may have.  We take great pride in getting things right most of the time, but getting new floor covering can be a complicated task and sometimes we fall short of both ours and our customer's expectations.  Again, we are sorry for the trouble and hope that this consumer will reconsidered allowing us back to resolve the situation.

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]

We owe an apology to [redacted], because she is correct, that we had a scheduled service with her yesterday 8/10 that we had to cancel midday, as a result of a service appointment prior to hers that was blocked out for 2 hours that turned into a nearly all day affair.We had previously agreed with...

[redacted] to perform the service that was scheduled with her for 8/10 at a reduced rate.After having to cancel yesterday's service, we have since reached out to [redacted] and offered to reschedule that service and perform the work at no charge to her, for the inconvenience and as a courtesy.Our Installation Manager spoke with her this morning and we have set up a new appointment for Monday, August 17th, between 9-11A.Again, we are sorry for the inconvenience.

This consumer's recap of the facts with regard to the detail on this order differ in several keys areas from our record of conversations with her.  To continue to debate this in the Revdex.com forum as to who's story is more correct will only result on more misunderstandings and miscommunication. This consumer has an open balance with us of $373.46.  We have offered an adjustment of $150.00 for a courtesy adjustment for whatever difficulty has occurred on the job.  We have tried to schedule completion of this installation (we are changing out a transition piece that she does not like, at no additional charge), but have asked the consumer to be prepared to pay us the adjusted balance of $223.46 at the completion of the replacement of the trim.  To date, she has refused to confirm that she will pay the open balance and continues to contend that she should receive additional "compensation", which we are not prepared to do at this time.  We feel strongly that our offer of $150.00 is fair and reasonable and commensurate with the details of the situation.  Our record of the last conversation (about a week ago) between the consumer and our Service Manager indicated that consumer said she would send in the adjusted balance and did not want us back in the house.  We have not received that balance, as of this writing. We will certainly respect this consumer's wishes as outlined in the previous sentence, but we would still prefer to complete the work and collect the adjusted balance accordingly.

The floor was improperly installed, therefore, they need to fix it. I 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.

Business came Friday 2/10/2017 and completed work.