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Bob Wagner's Mill Carpet, Inc.

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Reviews Bob Wagner's Mill Carpet, Inc.

Bob Wagner's Mill Carpet, Inc. Reviews (7)

March 3, 2014
[redacted]:
Regarding the above case, I apologize that my company did not respond more quickly. The above customer purchased a new home through one of your builder clients at a development named [redacted]. We installed the flooring in this home, including the...

vinyl floor in their kitchen, on June 12, 2012. Per our agreement with this builder, our new home construction warranty carries a one-year warranty.
We never received any contact from this customer since installation regarding her floor. It wasn’t until receiving your Revdex.com letter that we called the customer to learn of her concern. Despite being technically “out of warranty” we dispatched a technician to repair the seam in her kitchen flooring.
On 2/15/14 our service manager, [redacted] ,went to her home and repaired the seam. Per my technician, this was a simple repair that involved adding some adhesive and re-sealing the seam. The customer signed off on the work and wrote “will call if we still have a problem.”
The customer called our office on 2/24 stating that she was still not happy with the repair and that is was “mushy” (copy attached). We have scheduled another visit for 3/10/14 at no charge to the customer to resolve the issue.
We rely on our reputation in the community and will do so in this instance. It is disconcerting that a consumer would write a letter to your organization before contacting us directly to address any issue.

March 13, 2014Dear [redacted],**. [redacted] signed with Bob Wagner’s on February 26, 2014. He asked for an inexpensive vinyl and carpet installation because he said he was selling his home at [redacted],PA and just wanted to update his carpet and kitchen...

floor color/design. The salesperson explained in order to avoid the cost of stripping away the existing kitchen flooring and underlayment, plus the installation of new underlayment and the cost of adhesive to adhere a new floor, he would have to select a vinyl floor that could be laid without adhesive (loose laid).  **. [redacted] agreed to a loose-lay installation and signed for it on contract [redacted] (attached).Also, to save money, **. [redacted] decided to save $30 and move his refrigerator back into place after the installation. He did so and stretched the vinyl. We offered to return, remove the flooring, prepare the substrate then adhere the entire floor for $600 but he declined. We then offered an unconventional repair to the affected area at a cost of $150 (includes adhesive). The repair will take approximately 1-1.5 hours. Again, **. [redacted] declined. Regarding his carpet installation, **. [redacted] signed for the “Magic” padding he received. He was shown the padding in the store and agreed to its thickness and 6 lb. density.Your communication to Bob Wagner’s is the first time I heard about the coffee cup, closet door and door stopper. Certainly we can return to take care of those ite** at no charge. We want **. [redacted] to be happy with his flooring selections and our installation of both products.Let me know if you need more details.

March 21, 2014Dear **. [redacted],Bob Wagner’s takes pride in their installation practices and professional sales team. That being said, I am certainly concerned that **.[redacted] did not feel the installation method was explained completely.  We strive to thoroughly review every job and expectations at the time the contract is signed and **. [redacted]’s contract clearly stated the vinyl was going to be laid loose. However, our checklist does not review the dangers inherent in moving appliances nor the method by which to move them.  My salesperson did not explain how to move the refrigerator because **. [redacted] said it was easy to do.I am very happy to complete the repair for $100 rather than $150 as stated in the last letter. However, I understand that **. [redacted] has found another company to install the floor with adhesive for $600…the same price we first offered and he declined. Thank you.Very truly yours,

[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:
The installation process behind the vinyl was not explained until I reported about the problem. All that I knew was how good the prior installation was and indicated that the same would be needed with the new install and took on the refrigertor moving part to myself. 
Had I been told about the risks of moving the fridge into the kitchen/dining area with the current installation procedure, I would have opted to have the flooring installers to move it back or insisted on a proper installation from the beginning. 
The risks of not glue-ing the floor far outweighs the 30 dollar saving and also it was not going be practical to leave the kitchen area isolated from the traffic/furnitures/appliances just because the installation was a cheap one.
The closet doors info was emailed to the sales associate first and then indicated over phone message how much of a pain it was to put it back.
Thanks
Regards,
[redacted]

April 28, 2015Bob Wagner’s Mill Carpet Inc., (Bob Wagner’s) installed flooring in [redacted] and [redacted]’s ([redacted]) home under contract with a new home builder, on July 12, 2011. Bob Wagner’s provided to the builder and the [redacted]’s a one year warranty on both the material and...

installation. Bob Wagner’s has inspected and re-stretched the carpet portion of the installed flooring, as a courtesy to the [redacted]’s and the builder three times, since the expiration of the warranty. Our certified inspectors found no defects in physical carpet or the manner in which it was installed, however, we still stood behind our product and installation methods long beyond its warranty period.We appreciate the [redacted]’s business, but we can no longer provide service beyond your warranty period at no charge. We offer to re-stretch the [redacted]’s carpet at a very reasonable rate, however, our offer was rejected and the Revdex.com complaint was filed. Unless the [redacted]’s are willing to pay normal labor rates for future re-stretch work we consider the matter closed.Please do not hesitate to call me if additional information is required.Thank you,Thomas W. CPA Treasurer Controller

Review: I did not have a good experience with my recent flooring purchase.

1. Replaced vinyl flooring on my kitchen only to find out that the installation methods used was somewhat quick and dirty. When I moved my refrigerator back in place on top of the vinyl, the whole vinyl stretched and making the flooring full of bubbles around my fridge. There was no mentioning of such things when the contract was signed. Upon reporting the issue, the response from the store was an explanation on the method used for the installation and additional charges needed to rip the floor and do it the right way. They called it a "repair cost" for which one could re-install the whole vinyl through some other flooring company. Picture can be provided as needed.

2. Also replaced carpet on the same visit to the store ,I was told that I would get an upgraded padding, but the padding installed was not the same as shown in the store. Reported this again.

The sales associate who was very promising on day1 , never picked up the phone after sale, deferred the email communications to others. Left number of voice messages and only to get one phone call from a store person who claimed hi**elf as the highest authority within the store and indicated that he could not understand the English that I was speaking and called it "Broken English". It is funny that the broken English was not a problem when the purchase order was placed.

The installers on their part, left a full cup of coffee on the washer for me to clean-up and they removed a closet door, door stopper for installing the carper, but never put that back in plaDesired Settlement: The company should responsibly provide the customer with enough information on their services and effects, provide customer service and support after sale.

Business

Response:

March 13, 2014Dear [redacted],**. [redacted] signed with Bob Wagner’s on February 26, 2014. He asked for an inexpensive vinyl and carpet installation because he said he was selling his home at [redacted],PA and just wanted to update his carpet and kitchen floor color/design. The salesperson explained in order to avoid the cost of stripping away the existing kitchen flooring and underlayment, plus the installation of new underlayment and the cost of adhesive to adhere a new floor, he would have to select a vinyl floor that could be laid without adhesive (loose laid). **. [redacted] agreed to a loose-lay installation and signed for it on contract [redacted] (attached).Also, to save money, **. [redacted] decided to save $30 and move his refrigerator back into place after the installation. He did so and stretched the vinyl. We offered to return, remove the flooring, prepare the substrate then adhere the entire floor for $600 but he declined. We then offered an unconventional repair to the affected area at a cost of $150 (includes adhesive). The repair will take approximately 1-1.5 hours. Again, **. [redacted] declined. Regarding his carpet installation, **. [redacted] signed for the “Magic” padding he received. He was shown the padding in the store and agreed to its thickness and 6 lb. density.Your communication to Bob Wagner’s is the first time I heard about the coffee cup, closet door and door stopper. Certainly we can return to take care of those ite** at no charge. We want **. [redacted] to be happy with his flooring selections and our installation of both products.Let me know if you need more details.

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:The installation process behind the vinyl was not explained until I reported about the problem. All that I knew was how good the prior installation was and indicated that the same would be needed with the new install and took on the refrigertor moving part to myself. Had I been told about the risks of moving the fridge into the kitchen/dining area with the current installation procedure, I would have opted to have the flooring installers to move it back or insisted on a proper installation from the beginning. The risks of not glue-ing the floor far outweighs the 30 dollar saving and also it was not going be practical to leave the kitchen area isolated from the traffic/furnitures/appliances just because the installation was a cheap one.The closet doors info was emailed to the sales associate first and then indicated over phone message how much of a pain it was to put it back. Thanks

Regards,

Business

Response:

March 21, 2014Dear **. [redacted],Bob Wagner’s takes pride in their installation practices and professional sales team. That being said, I am certainly concerned that **.[redacted] did not feel the installation method was explained completely. We strive to thoroughly review every job and expectations at the time the contract is signed and **. [redacted]’s contract clearly stated the vinyl was going to be laid loose. However, our checklist does not review the dangers inherent in moving appliances nor the method by which to move them. My salesperson did not explain how to move the refrigerator because **. [redacted] said it was easy to do.I am very happy to complete the repair for $100 rather than $150 as stated in the last letter. However, I understand that **. [redacted] has found another company to install the floor with adhesive for $600…the same price we first offered and he declined. Thank you.Very truly yours,

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:There is no truth in what you is being said here as "it is easy to move the refrigerator", it was never said.The sales person interested in selling than caring for after installation, it was very evident from everything that went on from the minute I reported the issueAlso , you are not reading my earlier statement in full, the other company offered to do the entire job of new installation of vinyl with glue (following all appropriate installation steps) for 600 dollars and if that has to be compared to your compaany, it is 900 dollards that I paid for originally, plus 600 dollars you asked on top of the already paid 900 dollars , making the total to 1500 dollars. I came to your place first. The bottome line is, this is an installation defect, not understanding the customer needs and providing a product and service that is durable or educating the customer about the risks and after effects of the services provided. I have already spent 3000 dollars on the vinyl and carpet with your company for providing with these not so what would like to call as "quality service", so it is out of question about me spending more money on this with your company.

Regards,

Review: 1/29/14I HAD MY FLOORING PUT IN ON 6/13. WE PAID FOR UPGRADE.I NOTICE LAST YEAR. THAT THE FLOORING IS COMING UP. I CALLED BOB WAGNER'STHE SALES MAN SAID HE WOULD HAVE [redacted] CALL US. ABOUT A WEEK LATERGREG CALLED I TOLD HIM WHAT HAPPEN. HES SAID HE WOULD HAVE SOMEONECALL US. THAT WAS ABOUT 6 MONTHS AGO. WE HAVE NOT HEARD FROM THEMTHANK YOU[redacted]Desired Settlement: 1/29/13WOULD LIKE TO HAVE IT FIXED BEFORE IT TEARS

Business

Response:

March 3, 2014

[redacted]:

Regarding the above case, I apologize that my company did not respond more quickly. The above customer purchased a new home through one of your builder clients at a development named [redacted]. We installed the flooring in this home, including the vinyl floor in their kitchen, on June 12, 2012. Per our agreement with this builder, our new home construction warranty carries a one-year warranty.

We never received any contact from this customer since installation regarding her floor. It wasn’t until receiving your Revdex.com letter that we called the customer to learn of her concern. Despite being technically “out of warranty” we dispatched a technician to repair the seam in her kitchen flooring.

On 2/15/14 our service manager, [redacted] ,went to her home and repaired the seam. Per my technician, this was a simple repair that involved adding some adhesive and re-sealing the seam. The customer signed off on the work and wrote “will call if we still have a problem.”

The customer called our office on 2/24 stating that she was still not happy with the repair and that is was “mushy” (copy attached). We have scheduled another visit for 3/10/14 at no charge to the customer to resolve the issue.

We rely on our reputation in the community and will do so in this instance. It is disconcerting that a consumer would write a letter to your organization before contacting us directly to address any issue.

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because: I contacted them in September of 2013. A person in their showroom said that they would have [redacted] contact me, [redacted] called and said that he would have a technician contact me to set up an appointment. I never received a call so wrote to Revdex.com. As a result of this [redacted] contacted me and said that this is the first she heard of my carpet problem. I just wanted to clarify that I did try to contact the company prior to contacting Revdex.com.

Regards,

Business

Response:

March 8, 2014

[redacted]:

Regarding the most recent correspondence concerning the above matter, the only response I have is that there is no [redacted] employeed at my company.

Regardless, even if this contact was made, it was still beyond the one-year warranty.

We still stand committed to satisfying this customer and have an appointment scheduled for this coming Monday, March 10th to re-address their seam concern.

I am hopeful that this visit will result in a satisfied customer.

Sincerley,

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Description: Floor Coverings & Installation

Address: 4531 W Lincoln Hwy, Downingtown, Pennsylvania, United States, 19335

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