Brothers Flooring LLC

Complaint: [redacted] I am rejecting this response because: The wooden transition piece was of concern immediate Tyler lied when he said the piece did not come in a length long enough to put it in without piecing The doorway transition piece was noted immediately also, the wood flooring was not finished to the edge of the carpet piece, so the short threshold piece sticks out into the room with sharp edges Carpeting DOES have a pattern He can say what he wants, it is off kilter to everyone but himThe rest was laid correctly 3.There is also a hole in one of the stair steps Small, but noticable He suggested "Just cut the loose thread, no one will notice." 4.His definition of French Cap was NOT what he told us when we ordered I got on line and printed out the carpet company's definition of French Cap, which is what we paid him extra for This is waterfall 5.Staples should NEVER show on an installed carpetThe line of staples on the top riser are not only highly visible, but look like they were put in by a child A staple also showed on a stair He seriously thought I'd hurt him? What a jokeHe was so obnoxious in denying there were no mistakes that it was my joking way of dealing with his pathetic "customer service" He also called me yesterday, totally angry that I'd complain, whining that I was too picky I had to hang up on him He also intercepted the calls I made to his brother, the owner of the company, so I could not ask the person in charge to look at it We have had a death in the family and want to settle this before leaving for the funeral I have a counter offer If he will refund any profit he made on that carpet and forget the labor we will keep the carpet until we can find another company to install the same brand competentlyWe will then keep the scraps and invite him over to see the scraps and that we redid the work what it should have looked like if done properly Since we paid for the then removed carpet, the scraps are ours to keep Sincerely, [redacted] ***

This is Andy Y [redacted] co owner with Tyler Y [redacted] of Brothers Flooring, I am sending a definition of French tuck/cap stairs according to a industry standard website: Measuring In order to measure for French tuck installation of carpeting on stairs, include measurements for the depth of the bullnose as well as the thickness of the tread. While tread thickness factors into waterfall installation as well, it is not necessary to account for carpet that will cover the underside of the bullnose except in French tuck or upholstered installation. Always allow for waste in carpet installation. Experts recommend purchasing 10 percent more carpeting than your precise measurements require. Fastening Carpeting may be fastened to stairs using staples, upholstery tacks or tack strips. If you use tack strips to complete your French tuck carpet installation, install one strip at the back of each tread just in front of the riser and another on the underside of the bullnose. Getting Started If the floor at the top of the stairs is carpeted, the carpeting should extend UNDERNEATH the bullnose at the upstairs landing. Stair carpeting will, therefore, begin at the top of the last riser before the landing. Tack or otherwise fasten the carpet to the top of the riser and then stretch it down to where the riser meets the next tread. Use a carpet stretcher to ensure a tight fit and continue downward, fastening the carpet securely UNDER the BULLNOSE of each tread and ending, finally, at the floor. We have followed this procedure exactly and every time we offer French cap nosing options, We decline any issues with "proper install of stairs". We will replace transition piece with a longer one to fit in one piece. We will, even though berbers may have some threads to cut after install and is normal according to manufacturers guidelines, replace the tread with the loose fiber. We will not willingly give back $1000 dollars to figuratively anyone requesting a refund without proper inspection from a carpet represenitive. We are not assuming Mrs. [redacted] is trying to get a "free" install but as a professional company we have to go through proper channels to deem what is a correct installation. We believe the carpet was installed with integrity and through proper installation standards and if a even though smart and iintelegent consumer like Mrs [redacted] is not using proper resources to determine how her carpet was installed simply GOOGLE searched and is basing a article that best represents her case and not willing to allow a professional 3rd party company to assess her concerns. I don't believe Mrs [redacted] is hostile or would actually cause harm but the position of satisfying her have been polarized with her unwillingness to allow another unbiased 3rd party person as the true issues and what is of Mrs. ***s opinion of what she feels is right. At this point we cant just email back and forth and expect a resolution because we both feel firmly in our belief of how the carpet was installed furthermore we will only follow through is Mrs [redacted] allows us to replace transition,replace 1 stair and allow a representative come out to as her further concerns. Thank you for the time to mediate this and we look forward to a professional and ethical was of resolution.

Thank you for the opportunity to tell my storyI received a phone call from Mrs*** December 12th she stated to me that she had some concerns with her carpet portion of the jobThat same day I set a time that worked with her schedule to look at her carpet a time was et for 4:
pm 12/13/I showed up to her house at 3:pmI was greeted at the door By Mrs***. I offered to take my shoes off before entering her house, We had conversation in reference to the large moose in her neighbors yard we spent about mins looking at her neighbors mooseI than started my investigation placing very close detail to find any visual problems I could see in the floorI did noticed at the bottom of the stairs two small bubbles in the carpet along to door trim of the doorI said this will need to get fixed I will send my guys back to fix itThen I asked her what other issues or concerns may you have, she replied that she wanted to wait for her daughter to arrive to help her assess in evaluating her concerns I replied that would be fineAs soon as her daughter arrived Mrs*** slipped away to the kitchenI than spent most of the 1/2hrs of my investigation with her daughterOne of her concerns was that the carpet stairs we not French capped (which we have done 10,+ French cap stairs) I have attached photos of completed stairsHer statement that the stairs are waterfall is innacurate I than spent most of my time explaining that the landing was not out of square its a 4'x4' landing which her daughter says is 1/2'' out of square after putting a plastic degree square along the longest straight line I came to a conclusion that the 4xlanding was square and pattern of the carpet was straightHer hallway requires a seam as it is over 12' long our installer at the time of install discussed the best place to put a seam and she agreed it was okIn most pattern carpets seams may be visible, this particular seam was invisible and installed to carpet manufacturer specsWe used only our professional opinion to discuss that the job was installed greatKnowing her expectations and what we felt was a immaculate install we gave her options as we knew we could not satisfy herWhen conversation got hostile and even a comment made about her stabbing me with the corner of the quilting tool we decided to withdraw from any further discussionI also found it interesting that Mrs *** paid in full for the wood project with no complaints had only begun commenting on wood transitions after the carpet disputeWe are more than ok providing longer transition upon resolution of the carpet issueWe have discussed with Mrs*** and set below what Brothers Flooring is willing to provide to rectify her concerns
I did offer to send my carpet rep out to take a look and as it as a 3rd party
I did offer to replace her labor portion in full even though we felt it was done well we felt there was no common ground
I also offered to have an independent certified installer come to take a evaluation There was also a piece of carpet left in the garage at the end of the job big enough to re-due that portion to her expectations

This is Andy Y[redacted] co owner with Tyler Y[redacted] of Brothers Flooring,
I am sending a definition of French tuck/cap stairs according to a industry standard website:
Measuring
In order to measure for French tuck installation of carpeting on stairs, include measurements for the depth of the bullnose as well as the thickness of the tread. While tread thickness factors into waterfall installation as well, it is not necessary to account for carpet that will cover the underside of the bullnose except in French tuck or upholstered installation.
Always allow for waste in carpet installation. Experts recommend purchasing 10 percent more carpeting than your precise measurements require.
Fastening
Carpeting may be fastened to stairs using staples, upholstery tacks or tack strips. If you use tack strips to complete your French tuck carpet installation, install one strip at the back of each tread just in front of the riser and another on the underside of the bullnose.
Getting Started
If the floor at the top of the stairs is carpeted, the carpeting should extend UNDERNEATH the bullnose at the upstairs landing. Stair carpeting will, therefore, begin at the top of the last riser before the landing. Tack or otherwise fasten the carpet to the top of the riser and then stretch it down to where the riser meets the next tread. Use a carpet stretcher to ensure a tight fit and continue downward, fastening the carpet securely UNDER the BULLNOSE of each tread and ending, finally, at the floor.
 
We have followed this procedure exactly and every time we offer French cap nosing options, We decline any issues with "proper install of stairs". We will replace transition piece with a longer one to fit in one piece. We will, even though berbers may have some threads to cut after install and is normal according to manufacturers guidelines, replace the tread with the loose fiber. We will not willingly give back
$1000 dollars to figuratively anyone requesting a refund without proper inspection from a carpet represenitive. We are not assuming Mrs. [redacted] is trying to get a "free" install but as a professional company we have to go through proper channels to deem what is a correct installation. We believe the carpet was installed with integrity and through proper installation standards and if a even though smart and iintelegent consumer like Mrs [redacted] is not using proper resources to determine how her carpet was installed simply GOOGLE searched and is basing a article that best represents her case and not willing to allow a professional 3rd party company to assess her concerns. I don't believe Mrs [redacted] is hostile or would actually cause harm but the position of satisfying her have been polarized with her unwillingness to allow another unbiased 3rd party person as the true issues and what is of Mrs. [redacted]s opinion of what she feels is right. At this point we cant just email back and forth and expect a resolution because we both feel firmly in our belief of how the carpet was installed furthermore we will only follow through is Mrs [redacted] allows us to replace transition,replace 1 stair and allow a representative come out to as her further concerns. Thank you for the time to mediate this and we look forward to a professional and ethical was of resolution.

Complaint: [redacted]I am rejecting this response because:
1. The wooden transition piece was of concern immediate.  Tyler lied when he said the piece did not come in a length long enough to put it in without piecing.  The doorway transition piece was noted immediately also,
the wood flooring was not finished to the edge of the carpet piece, so the short threshold piece sticks out into the room with sharp edges.
2. Carpeting DOES have a pattern.  He can say what he wants, it is off kilter to everyone but him. The rest was laid correctly.
3.There is also a hole in one of the stair steps.  Small, but noticable.  He suggested "Just cut the loose thread, no one will notice."
4.His definition of French Cap was NOT what he told us when we ordered.  I got on line and printed out the carpet company's definition of French Cap, which is what we paid him extra for.  This is waterfall.
5.Staples should NEVER show on an installed carpet. The line of staples on the top riser are not only highly visible, but look like they were put in  by a child.  A staple also showed on a stair.
 
He seriously thought I'd hurt him?  What a joke. He was so obnoxious in denying there were no mistakes that it was my joking way of dealing with his pathetic "customer service". 
He also called me yesterday, totally angry that I'd complain, whining that I was too picky.  I had to hang up on him.  He also intercepted the calls I made to his brother, the owner of the company, so I could not ask the person in charge
to look at it. 
 
We have had a death in the family and want to settle this  before leaving for the funeral.  I have a counter offer.  If he will refund any profit he made on that carpet and forget the labor
 
 
 
we will keep the carpet until we can find another company to install the same brand competently. We will then keep the scraps and invite him over to see the scraps and that we redid the work what it should have looked like if done properly.
Since we paid for the then removed carpet, the scraps are ours to keep.  Sincerely,[redacted]