Bob Wagner's Flooring America

Purchased over 1000 sf high end wood flooring that took months to deliver, which was expected. Bob wagoner was to deliver when notified flooring was needed. Upon requesting deliver I was informed that product was not at store but in another State. Delivery could not be made quickly and was not delivered when promised. I was not notified product was in another State until I requested delivery and was not notified that delivery would not be made as scheduled. Their service is VERY POOR. Middletown location.

June 3, 2016The above customer purchased vinyl flooring for their kitchen area and we installed it on 9/5/14.History:• Approx 12/29/14: customer called complaining that the floor had a bubble in it, which we responded to and injected additional adhesive, weighed down and the bubble went away.•...

 2/9/15: customer called complaining about another bubble appearing. We inspected, corrected but because this was a second time, we decided to have the floor inspected to make sure the material was not defective.• Inspection was completed and report indicated that the floor was not defective and that the bubbles were the cause of extreme sunlight and heat coming through the adjacent door. This extreme heat is re-activating the glue, causing the vinyl to release in spots. A copy of the report (attached) was given to customer along with the recommendation to put a window treatment on the door to avoid further issues.• The customer called 3/21/16 complaining of another bubble. When asked if the customer has install a window treatment on the door we were informed no.In the interest of good customer service, we have scheduled another appointment for Saturday 6/4/16 to inspect and repair the bubble. However, without taking preventative measures (installing a window treatment on the door to reduce the amount of heat exposure), this issue will most likely return.We are celebrating our 41st year in business and value our reputation. This issue is caused by the local environment, is not a manufacturing defect, and is not related to workmanship. In the interest of customer service, we have gone out to repair the area multiple times. We have shared the inspector's findings and suggestion to add a window treatment to the door.I'm not sure what more can be asked of us to address this customer's concerns. Hopefully Saturday's appointment will meet with permanent success.Sincerely,Matt WPresident

June 29, 2016I responded to the above complaint and the customer refused to accept our position and is demanding a refund of his purchase which is completely unreasonable. Despite the manufacturer's inspection report and position that this bubble (which did not appear during our last visit), I have offered to replace the customer's flooring at no charge to him.We have asked him to be responsible for re-connecting his ice-maker line after the replacement.Also, to avoid the same issue happening with a new floor, we are requiring a different floor be selected. Any upgrade over his original selection would be the responsibility of the customer,[redacted] was contacted yesterday and wanted to think this over.I'm hopeful that he will see this proposal as fair and reasonable. If not, there is nothing else I can do to satisfy this customer. As it is, I feel as though we are going above and beyond to resolve a problem that randomly appears and is not caused by the manufacturer nor Bob Wagner's Flooring America.Sincerely,Matt WPresident

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted]I am rejecting this response because:
I took possession of the home on October 25, 2013 at which point the carpet was already installed (not my problem when it was installed) and already was wrinkling up and therefore the carpet had to be stretched prior to settlement.  The upper hallway was the area that was the worst and required to be stretched before I took possession of the home.  I then had Bob Wagner's come out again and stretch the Master Bedroom, upstairs hall (2nd time), and parts of the basement.  This was all done in the single visit.  At this time I could have requested them to stretch the entire house again as it was only a matter of time before the remaining rooms would have an issue due to the poor carpet installation by Bob Wagers.  I have friends and family who are in the carpet business and they have all looked and said "You had a hack for an installer"  When you pay $711,000 for a new home you don't anticipate having to continually pay more money to fix things that should have been done right in the first place. 
I lived 9 years in my previous home with builder grade carpet that never once buckled up!  Why? BECAUSE IT WAS INSTALLED CORRECTLY!  Bob Wagner's gives a 1 year warranty because they know their craftsmanship is subpar and that problems will arise after the 1 year term.  When you buy a car and a problem occurs and its fixed under warranty if that same problem occurs again outside of warranty the warranty is extended for that part.  If anything, Bob Wagner's should correct the problem areas that are problematic again (2nd and 3rd time) as part of the original warranty. I never even had a full year given the fact that I moved into the house October 25th, 2013 which only provided me with 7 months of warranty while someone was actually walking and using the carpet! Tell Mr. Wagner that most people don't anticipate having to re carpet their entire home after paying all that money for a new home with new carpet while he screws people by sending hack installers to install carpet!
No I am not satisfied with Matt W[redacted]s BS response! He's a fraud, scam, and I will ensure that anyone I know (and I am well connected within the trades as my cousins and brother in law are Builders) never use Bob Wagner's not even to put carpet in a dog house or kids fort!  Regards,[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because: My wife doesn't want to go through with getting a whole new floor. Bob Wagner's did offer to replace floor with different material.I appreciate that. I just want to make sure we are still covered for any future repairs needed to our current  floor if they arise.  ThanksRegards,
[redacted]

Bob Wagner’s installed carpeting in this home at the above address through our builder. As such, the warranty on the carpeting was for one year. The carpet was installed May 2, 2013 and the warranty expired May 31, 2014.On December 13, 2013 we were at the home and stretched the master bedroom and...

hallway. In the interest of customer service we went back out on June 14, 2014, after the warranty expired, and restreted the basement and upper hall. On March 3, 2015 we went, at customers request, to look at 2 bedrooms and the family room that needed a restretch. We quoted Mr. [redacted] to perform this work and he told us that he doesn’t want to pay and doesn’t think he should have to pay. Mr. [redacted] asked how he could be sure that it would not have to be stretched again since this would be the third time out. We explained that we have stretched different areas each time not the same areas. Mr. [redacted] was not satisfied and ended the call.We appreciate his business but can no longer provide service beyond your warranty period at no charge. We offered to stretch any areas of your home going forward but there will be a charge.Thank you,Matt W[redacted] President Bob Wagner’s Flooring AmericaNEW CONSTRUCTION

March 25, 2016We entirely reject the issues presented in the above referenced correspondence. Our customer [redacted]) ordered non-returnable flooring based on a sample and part number brought from another store. [redacted] was not satisfied with the color so we used our influence...

with the product vendor to return the goods with a restocking fee. When the goods were physically returned and we were credited we produced check number [redacted], dtd 1/4/16 for $336.33 and as per [redacted]'s instructions mail it to her.[redacted] later informed us that she lost this check and we reissued a new check # [redacted] on 3/3/16 for the same amount which [redacted] cashed on 3/14/16. Our replacement check was delayed to ensure the stop check order was valid to prevent negotiation of the first lost check.Again, Bob Wagner's Mill Carpet Inc., d/b/a ProSource of Philadelphia worked hard to service [redacted], however, the customer has been refunded all monies due and we consider the issue settled.Please contact me directly if there are any additional questions.Thank You,Thomas W. CPA, Controller, Treasurer