C & W Home Improvement

Response mailed out to Revdex.com on 11/13/

Hello ***I will try to locate the paper work to check the warranty terms for the carpet However, this is not a warranty issueSmart Carpet is also not disputing that I am out of warranty Based on independent inspector report, they are saying there is no manufacturing
defect Smart Carpet is saying that I purchased a low quality carpet and hence it is ruined in 1-years just by foot traffic of people living at homeMy point is they sold me a poor quality carpet (that probably does not have any manufacturing defect) and they did not tell me that it is a poor quality carpet and that it will last only 1-years.So it is not the question of warranty which only covers against manufacturing defects.*** ***

I submitted a compliant today about smart carpetI told them that I sent acompliant and they have offered to reimburse me my money
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, *** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***
and find that this resolution is satisfactory to meRegards, *** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you
wish, you may update it before sending it.]
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,
*** *** ***

Customer had already contacted us directly on December 7, 2014. After communication between *** *** and our company, issue was resolved to customer's satisfaction on December 9,

At the time of the initial complaint SMART Carpet and Flooring acknowledged that there were problems with this installation. After discussions with Ms. [redacted] we agreed to completely replace the hard surface flooring and to replace the carpet on the stairs and to repair the carpet in the bedroom carpet as it had come off the tackless strip in a bedroom. Ms. [redacted] suggested at that time that she keep the flooring and get a full refund which I explained to her was not possible.  Therefore we agreed on the course of action described above. Despite this mutually agreed upon decision.  Ms. [redacted] has not made herself available for the repair & re-install and now claims we are "harassing her" when all were attempting to do was accomplish this fix so Ms. [redacted] could put this behind her and have a properly installed floor to her satisfaction.  Despite Ms. [redacted]s concerns that we are sending the same installer to effect the repair, that is not the case. We stand by our offer to replace the vinyl flooring and the carpet stairs and repair the bedroom carpet but we must be allowed in the home to do so. If Ms. [redacted] does not want to proceed and allow us to fulfill the agreement then we would be willing to come pick up the new, unistalled tiles in her home, credit her 50% of her vinyl floor cost ($1,284.28) and the entire cost of the carpeting on the stairs. (12 x 9 = 108 sq. ft. @ $2.50 sq. ft = $270.00 + tax = $288.90 for a total refund of $1573.18.

There  was some confusion here as to who the customer was. The customer is in our records as [redacted] so now that the complaint is in that name and the have been able to verify the customer we can now respond to thecomplaint. (Response attached) Paul H[redacted]

Mr. & Mrs. [redacted] ordered both carpet and vinyl flooring from SMART carpet and Flooring on May 31, 2015. The carpet was installed on June 20th and the vinyl flooring  was installed on June 18th. In both instances the installation was signed off on by the customer as satisfactory. (copies...

attached) On July 10th the customer contacted us in regards to scratches and markings on the floor. Our installation manager inspected the floor and agreed to order approximately 36 sq. ft of vinyl flooring to repair the damaged areas at no charge to the customer. It was also pointed out to our manager that there was a cut the the new carpet on one of the stairs which we agreed to send someone out to repair. On July 27th the customer said they would call back to set up a time for us to come out and do both repairs. We reached out to the customer to schedule this on 8/3, 8/11, 8/20 8/29, 9/10 & 9/19.  The customer then reached out to us that she had further issues regarding her carpet and flooring. We then hired an independent inspector to schedule an inspection of her carpet and flooring which was scheduled for 10/15. On October 19th we received the inspection report back that indicated installation related problems with both the carpet and vinyl flooring. On that day our installation manager left a message for Mrs. [redacted] regarding the installation and subsequent repairs. Based on the inspection it was determined we would now need 72 sq. ft. to repair the affected vinyl flooring. We reached out again to the customer on 10/22, 10/27, 10/31 & 11/9. Mrs. [redacted] at that point contacted SMART Carpet and Flooring and expressed concern that the area being repaired was not sufficient and felt the carpet on the stairs needed to be replaced, not repaired. We agreed to order new carpet to completely replace the carpeting on the stirs and said the bedroom carpet would be re-stretched as it had come off the tackless strips in one of the bedrooms. We also agreed to completely replace the vinyl flooring. We then reached out to the customer on 11/14, 11/18, 11/24,  12/2, 12/7 & 12/12 to attempt to schedule repair & replacement. At that point the customer contacted us and indicated she wanted to wait until after the holidays to proceed. We agreed to follow up with her after the holidays. We attempted to contact the customer again on 1/2, 1/7, 1/11, 1/16, 1/26, 2/3, 2/8, 2/13, 2/17, 2/22. Ultimately we agreed to a date to replace & repair the carpet and flooring on 4/2.  We delivered the hard surface flooring on 3/25. On April 2nd, the customer decided to cancel the installation and re-schedule at a later date.  Eventually we received the Revdex.com complaint from the customer. We have made every attempt to resolve this situation with this customer. However it requires cooperation from both parties.  This situation could have been resolved months ago. The customer chose not proceed with the installation which we were prepared to do starting in November.  She claims she did not hear back from the VP.  I am the VP Mrs. [redacted] spoke with and I authorized the complete replacement of the vinyl flooring and the carpet on the stairs. So I think this verifies our contact with this customer. Once this was agreed to by the customer the only remaining issue was to schedule and complete the installation, which we repeatedly attempted to do. We ordered replacement materials based on conversations with Mrs. [redacted]. She also states that she believed the installer who delivered the replacement materials was the same installer who did the first installation. In fact, the new installer was a completely different installer who was required to be certified in both carpet and flooring installation as he would be working with both flooring surfaces so we're not sure where that assumption comes from.  Currently the new vinyl flooring is in the customer's awaiting installation. The replacement carpet is in our warehouse also awaiting installation.  The customer now states she wants us to come get the materials, leave the current flooring in place and issue a full refund.  Unfortunately this is not possible as the materials are not returnable due to the time that has passed since we ordered them.  We stand by our offer as was originally agreed to by the customer. we will completely replace the vinyl flooring in the customer's home. We will completely replace the carpet on the stairs and we will re-stretch the carpet in the bedroom where it has come off the tackless strips.

Response mailed 11/20/14

Complaint: [redacted]
I am rejecting this response because: At no time were we in good faith, I was harassed and was not given any other option. I actually had to argue with a few different people about how the whole floor was damaged and it could not be pieced together like a puzzle. And the carpet can't be fixed as I stated before padding can not be stretched nor can the carpet. The carpet that was cut on an angle has to be replaced no way to put a band aid on that.  At that time I did not review my rights as a consumer and consumer law. I had requested numerous times for a refund. I never received a call back. Only voice mail wanting to deliver tiles and I said NO!! Actually the tiles were delivered without a prior call to confirm delivery, because I stated to Otto I was not sure of what I wanted to do and he said this is your only option basically take it or leave it.  However, we are missing a very valid point, I don't want your workers in my home I have no faith in your company or in the quality of the contractors you hire. I am extremely fearful more damage will be done in my home.  It's never to late to do the right period. Is their an attorney that works with the Revdex.com to assist me with this matter or can you recommend a firm that deals with consumer affairs.  I can also reach out to NBC of NY Baquero to do a live feed from my home showing the damage done to the flooring and how the carpet was cut at an angle not square, that can't  be hidden.  The damage speaks for its self no matter how many phone calls or promises made delayed timing and such. I am sure after the review of the damage anyone would understand why I don't want Smart Carpet back into my home. Especially after my conversation with the installer who dropped off the tiles.  I also paid for [redacted] Luxury vinyl tile I researched the [redacted] product site and the Id number from the box and the color on the boxes delivered  does not match anything on their site. (I will definitely research and further advise). After doing further research in the laying of the tile, according to the manufacture guide lines using uniclic tiles, glue is not used, "glue less luxury tiles" however during my install glue was a key part during installation along with a carpenter blade, not much was clicked into place like the demo on line. I also tried to communicate with the installers after they blew my fuse box 3 to 4 times (older home low amps) with their radio, we had a huge language barrier.
Regards,
[redacted]

We were finally able to contact the customer this past Wednesday.  We have scheduled an appointment for our representative to go back out to customer and let them re-select to a different product.

Complaint: [redacted]
I am rejecting this response because: The information provided by Smart Carpet is not accurate. After 6 months of heated conversations and the report given by their hired inspector. (That's when the replacement came into to play, this was never an option the first few months of calls). The inspector informed Smart Carpet the floor needs to be replaced. ( It took months before Smart Carpet decided to send out the 3rd party inspector, because I would not settle for them piecing the floor back together and the carpet was a whole different heated issue. I had to meet with 3 other Smart Carpet employees to see and review the damage) They even tried to up sell me on a different floor, and when I refused to pay a thousand plus more, it took me months to finally get to the VP.  The inspector noted the refrigerator was dragged across the flooring during and after the tiles were laid. The carpet on the steps is cut uneven and at an angle. The inspector stated this has to be replaced, and the cut on the step was done by a carpenter knife. The kitchen kick step was not properly installed none of the corners were completed, there was an excessive amount of glue used which caused the tiles to lift by the door ways. The inspector took pictures of the damaged areas. At this point pictures will speak louder then words. I was also told the tile I have is bought in bulk and is almost always available in the warehouse I just needed to call and set up a day for delivery. To make matters worse, the installers carefully placed my area rug over the damaged area along with my other carpets by the entry way into the house and at the steps. They also neatly stacked a few empty boxes next the refrigerator covering the large gaps were tiles were not joined together basically ripped apart by dragging the refrigerator back into place. My very first phone call was to Jude our sales person, I had to wait a week or 2 for him to come out and look at the damage, he stated to me don't worry we will take care of you. After he noted the damage I had to wait about another 3-4 weeks to have another person review the damage and so on with people coming in many phone calls placed which puts us now in the month of May. You can not by any means stretch carpet that is cut too short and on a angle when it should be square. I know for a fact carpet padding can not be stretched. The pad is also cut on an angle and too short, you can feel it when you walk on the floor. Please note it was never in Smart Carpet's best interest to replace my flooring they just wanted to do the least amount possible (band aid fix in hopes I would go away) and I would not settle, I paid for professional work and I received below grade quality I could have done a better job myself. I don't want them in my home, I can't trust their workers(as damage was done to my home and furniture), and what happens if damage is caused again we start the whole process over with having people in and out of my home to review the damage my time loss of work, I do work during the day and I am not always available to talk during the hours 9-5. And on another note I had to miss work because they refused to come out after hours or on the weekend. I don't have good faith in their company Smart Carpet has my money, I don't think they really care at this point they were paid. I was treated horribly by their customer service and upper management. I believe this company is very experienced with dealing with matters like mine and purposely drag out hoping I would just go away. I felt like I had no other options but to have the replacement tiles delivered. However after meeting the new installer and contacting others whom have had issues with the company, I  have absolutely no faith in Smart Carpet.  I do not want them in my house. I do not feel safe with them. I believe we have been thru enough emotional torment. I am not going to settle. I want a refund, Smart Carpet can come and pick up the tiles.
Regards,
[redacted]

Discussed situation with customer.  Have refunded customer in full for canceled job.  Customer expressed interest in getting hardwood flooring instead of laminate flooring as originally ordered as he now had no flooring as carpet was removed to install laminate as contracted for. ...

Customer came home after carpet was removed, expressed dissatisfaction with product he had selected and canceled order. Agreed to go to customer's home to show hardwood samples for customer to select from .  Gave the customer a heavily discounted rate on 2 different hardwood flooring options. Customer emailed with the following message.  "OK I will be in touch if and when I choose to decide ..thank you"

[redacted] originally purchased carpet from SMART Carpet and Flooring on August 6, 2016.(Copy of invoice attached) The customer signed a 3 day waiver (copy attached) in order to expedite her order and get her carpet more quickly as she did not want to wait for the 3 day cancellation period....

Despite this, on August 15th the customer contacted us and indicated that she might want to switch to hard surface flooring instead. Our sales representative met with her on August 20th when she decided to purchase Solid Hickory hardwood flooring. (Copy of invoice attached)  As we had already received the carpet she originally ordered we incurred a re-stocking fee from the mill which we did not pass on to the customer.  Her hardwood flooring was installed on September 6th and signed off on by [redacted] (copy attached) noting that a smaller reducer was needed to finish her order. 4 days later on September 10th the customer contacted us and was upset that the quarter round molding ordered in her home was white. She stated that she wanted matching quarter round molding instead.  After discussions with our sales representative he acknowledged that the color of the molding was never discussed with the customer and he made an assumption to use white.  As we viewed this as our mistake we agreed to replace the white quarter round molding with the matching molding at no charge to the customer.  On September 13th the customer called us and said that she was upset about the molding mistake and wanted additional compensation for the "screw up."  [redacted] was contacted by our District Sales Manager and agreed to a refund of $160.50 which was processed on Friday 9/16. Our refund checks are run once a week on Wednesdays.  This means her check was cut on Wednesday 9/21 and was mailed on Thursday morning 9/22. On Friday 9/23 the customer called stating she had not received the check and felt she was entitled to more compensation.  She called back again on Monday 9/23 to state she still hadn't received her check and believed we were holding it and again reiterated her demand for more compensation despite agreeing to the previous settlement.  At this point we feel we have made numerous attempts to satisfy this customer to no avail.  We absorbed a re-stocking fee on the carpet she originally ordered despite her urgency at the time to order it a soon as possible. We took responsibility for the molding issue and and replaced the white molding with more expensive matching molding at no charge to the customer.  We negotiated a refund of $160.50 and processed it in a prompt manner despite the fact that the customer was not happy with the turn around time. She complained on Monday 9/26 that she hadn't received the check but our bank records (copy attached ) indicate the check was posted by the bank on 9/26. At this point we cannot do anything more for this customer.

On February 18, 2015 [redacted] signed a contract with SMART Carpet and Flooring for the purchase and installation of Mohawk Smart Start carpet.  It was installed on Apirl 4, 2015.  (Copy of contract invoice #[redacted] attached) At that time the customer signed the contractor ticket...

agreeing that the materials and installation were satisfactory (Copy attached) On that same date she also signed a contract for the purchase and installation of 2 additional Mohawk Smart Step carpets (invoice # [redacted] - copy attached)  This carpet was also installed on April 4, 2015 and again the customer signed a contractor ticket stating the materials and installation were satisfactory (Copy attached) Lastly, On May 9, 2015, [redacted] signed a contract for the purchase and installation of Simplesse vinyl flooring (Invoice # [redacted] - copy attached).  This product was installed on May 23, 2015 and was signed off by the customer as materials and installation being satisfactory. (Copy of document attached)  On October 28, 2015 the customer emailed SMART Carpet to  inform us that there was a 2 inch bald spot in the carpet. That same day our claims representative, Diane M[redacted] spoke with [redacted] regarding the situation and he stated he would take photos of the carpet and send them to us so we could open a claim for the customer with the manufacturer and forward the pictures to them. we received the photos from the customer and forwarded them to Mohawk Industries on October 30, 2015. On November 2, 2015 Mohawk agreed to a replacement without having the customer having to go through the inspection process.  Notified customer of the replacement authorization from the mill that same day. The replacment carpet was ordered on and was installed on November. (Customer again signed work ticket that product and installation were satisfactory. (Copy attached).On January 2, 2016 sent SMART Carpet an email stating that her vinyl floor was scratched and was very unhappy. On January 4th,our claims representative called and left a message for customer to call us regarding the matter.  At this time we have no record of the customer contacting us again despite the claim of 11 attempts to reach us via email.  In the Revdex.com complaint the customer complains of glue stains and lifting on the vinyl floor. If that is the case we're not sure why the customer signed off on the installation and then waited 8 months to complain about this. If the customer likes we can schedule an inspection of the vinyl flooring by an independent inspector to determine the nature of the damage to the floor. As far as the carpet goes...some the carpet has already been replaced by the manufacturer and the warranty supplied by the manufacturer is only for a one time replacement.  If the carpet is not performing in areas other than where it was already replaced, we would once again be happy to file a claim on the customer's behalf.  When the customer did, in fact contact us,  we responded quickly and got a claim approved for the replacement of carpet.   In every purchase made by these customers they signed a flooring or carpet installation preparation form that clearly states that the products are warrantied by the respective manufacturers of that product .(Copies attached)  We have already successfully filed one claim for this customer and are willing to have inspections performed on the remainder of the flooring to see if the manufacturers will warrant a replacement.

[A default letter is provided here which indicates your acceptance of the business's...

response.  If you wish, you may update it before sending it.]
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]

The results from the independent inspector usually take 2 to 3 weeks to receive back.  The inspection was only conducted on 7/15. We will follow up with the customer as soon as we receive the results from the inspection. there is nothing to reject as the results are not in yet..

The resolution of this matter was discussed in good faith and agreed to by the customer.  We ordered replacement materials based on discussions with her which we can no longer return to the manufacturer. We made NUMEROUS attempts to set up installation with the customer starting in November.  At this point in time it is not possible to simply cancel everything and refund the customer.  We stand by our offer to replace the floor & carpet on the stairs and repair the carpet in the bedroom AS WE MUTUALLY AGREED to.

Complaint: [redacted]
I am rejecting this response because:I did respond on 7/11 to say that the inspection was a good first step to resolving the problem.however the inspector came on 7/15 and I have not received any communication since .
Regards,[redacted]