Carpet and Tile Mart

[redacted] Good afternoonI finally had the opportunity to speak with Ms [redacted] and it was very productive and she was very satisfied with the outcomeBelow is the follow up e-mail that I sent herThank you for allowing us the opportunity to reach out to the customer after this unfortunately slipped by us [redacted] ***, Good afternoonIt was a pleasure speaking with you todayI want to apologize again for what occurred during the installation of your carpetAs I expressed in our conversation, the Carpet Mechanic should have reached out to us to help ensure a better solution to the issueYou did select a padding that has an anti-microbial treatment and will serve you well for the foreseeable futureI am pleased that your installation turned out nicely and you were satisfied in that regardI will have the front office run a $credit back to your card and also on your next trip in, we will apply a store credit of $to any purchase you make (please reference Account#813722) Thank you once again for shopping with us and we look forward to seeing you again in the future! Best regards, [redacted] ***

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]

TO: [redacted] RE: [redacted] customer service issue [redacted] pointed out some concerns she had with our installation of the tile warming system we installed in her home in November of In short, the system was tripped and the heating system stopped working To solve the problem, you had to push a button to reset the GFI on the thermostat that controlled the heating system The reason the system tripped was the heavy load that [redacted] put on the electrical circuit by plugging in a space heater (typically they pull nearly amps, and on a amp circuit it will trip it) We were never aware of the usage of a space heater nor was the electrician ever told of its potential use in the future when the heating system was installed We were never contracted to connect the amp heating system directly to its own amp circuit at the electrical panel, nor was [redacted] charged for such work The amp heating system draws the same as light bulbs and it is practice to tap into an existing circuit-which when tested had plenty of capacity upon installationAgain you can reset the thermostat at any time and it will work- and has for months now The system works completely fine and did until she used the space heaterAt the time of installation, we had a licensed electrician do the installation - [redacted] The licensed electrician did the following; Tested the heating system itself to make sure the circuit was not broken Read all and followed all instructions installing the amp heating system onto an existing amp service breaker Made sure the existing amp breaker had the capacity for the amp heating systemThe licensed electrician followed all NEC handbook guidelines and followed code I have had numerous email exchanges with [redacted] during the month of February and March Our store manager [redacted] was in constant contact with [redacted] as well to help her with her concerns She solicited the feedback of other contractors, who indicated that what the licensed electrician did was NOT to code, which we disputeI spoke to one of the Electrical Inspectors for the state of Delaware, went through everything in detail and he stated that what the electrician did was to code Larger Heating systems are often connected directly to the electrical panel due to the large load that they require It is suggested but not required by the manufacturer with such large heating systems to do the “Home Run” to the electrical panel It certainly is not required for the system that [redacted] purchased because it only draws amps Since the manufacturer suggested (but it is not required and what we did is up to code) that the heating system be installed directly to the electrical panel we came to the following positionAlthough [redacted] did not pay (and was not in our contract) for the installation of the heating system to be installed to the main electrical panel (and we are firm with our position that the work was done to code and correctly), we would do so at our cost This includes the cost of all of the wire that must be used, a new amp circuit, and the labor to pull the wire through the finished part of her home, install the new amp breaker and all associated labor required to rewire the amp heating system directly to the main electrical panel This offer was extended to [redacted] in March of The offer still stands BUT WILL NOT BE HELD RESPONSIBLE FOR ANY DRYWALL REPAIR AND PAINTING Due to the location of the heating system and the main electrical panel the licensed electrician estimates that – holes will be required to pull the wire to complete the installation as [redacted] wants it All of the holes are in a finished area of [redacted] ’s home [redacted] will have to sign off saying that we are not responsible for any repair/painting of the drywall [redacted] must also realize that this work will create dust and we will not be held responsible for the mess that the dust may create We would try to do the work as neat as we possibly can but dust is a reality with this situation For over years we have strived to provide the best possible service, selection and value to our customers We feel that we installed the heating system in good faith, to code and per our contract with [redacted] At no time did we promise to wire her heating system to the main electrical panel and [redacted] was never charged for such work Since the load of her system is so low (amps) it is more common to utilize an existing circuit (and it is code) if the capacity is there, then to run it to the main panel We have installed many systems this way and have not had any problems In the interest of customer service we are willing to do as [redacted] is asking AT OUR EXPENSE We are NOT willing to address the drywall/painting repair that will be required after the new installation takes place Regards, [redacted] Airbase Carpet and Tile Mart General Manager [redacted] *** [redacted] [redacted] ***

This customer is mistaken on the amount of his saleWhen we quote our customers we always quote the total job which was less the $deposit the balance owing is Nowhere on the paper work do we show a balance of $

My name is [redacted] and I am the general manager at the Airbase Carpet and Tile Mart, New Castle location where [redacted]s visited. The notes that I have on Mr. [redacted] from my sales person and also my assistant manager [redacted] who has over20 Years sales experience in my store. When Steve...

got involved this was Mr. [redacted]s's second visit to the store. On his first visit he was verbally quoted approximately 32 s/y and gave a rough price based on that. When Steve looked at the customermeasurements he did notice that the 32 s/y was not going to be enough carpet to do the installation. Steve quoted Mr. [redacted] a new rough price based on 40Plus s/y. Mr [redacted] said he was not going to pay for that amount of yardage that he wanted onlyto pay for the 32 s/y. Steve explained to him that we could not do his installation based on 32 s/y. The only time we quote a final price is once we professionally have the job site measured and this is the $25.00 Mr. [redacted] ( He actually put down $35.00 )I do not see where we actually sent the measuring service out to measure. We can refund the $35.00 back to him but are not willing to other any other compensation like he said in his complaint.Please feel free to contact myself or [redacted] who had direct contact with Mr. [redacted]Airbase Carpet and Tile Mart[redacted]

[redacted] Good afternoon. I finally had the opportunity to speak with Ms. [redacted] and it was very productive and she was very satisfied with the outcome. Below is the follow up e-mail that I sent her. Thank you for allowing us the opportunity to reach out to the customer after this unfortunately slipped...

by us.    [redacted], Good afternoon. It was a pleasure speaking with you today. I want to apologize again for what occurred during the installation of your carpet. As I expressed in our conversation, the Carpet Mechanic should have reached out to us to help ensure a better solution to the issue. You did select a padding that has an anti-microbial treatment and will serve you well for the foreseeable future. I am pleased that your installation turned out nicely and you were satisfied in that regard. I will have the front office run a $125 credit back to your card and also on your next trip in, we will apply a store credit of $125 to any purchase you make (please reference Account#813722) Thank you once again for shopping with us and we look forward to seeing you again in the future! Best regards,   [redacted]

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]

TO:  [redacted] RE:  [redacted] customer service issue [redacted] pointed out some concerns she had with our installation of the tile warming system we installed in her home in November of 2015.  In short, the system was tripped and the heating system...

stopped working.  To solve the problem, you had to push a button to reset the GFI on the thermostat that controlled the heating system.  The reason the system tripped was the heavy load that [redacted] put on the electrical circuit by plugging in a space heater (typically they pull nearly 13 amps, and on a 15 amp circuit it will trip it).  We were never aware of the usage of a space heater nor was the electrician ever told of its potential use in the future when the heating system was installed.  We were never contracted to connect the 2.2 amp heating system directly to its own 15 amp circuit at the electrical panel, nor was [redacted] charged for such work.  The 2.2 amp heating system draws the same as 4 light bulbs and it is normal practice to tap into an existing circuit-which when tested had plenty of capacity upon installation. Again you can reset the thermostat at any time and it will work- and has for months now.  The system works completely fine and did until she used the space heater. At the time of installation, we had a licensed electrician do the installation - [redacted]  The licensed electrician did the following;                 Tested the heating system itself to make sure the circuit was not broken.  Read all and followed all instructions installing the 2.2 amp heating  system onto an existing 15 amp service breaker.  Made sure the existing 15 amp breaker had the capacity for the 2.2 amp heating system. The licensed electrician followed all NEC handbook guidelines and followed code.  I have had numerous email exchanges with [redacted] during the month of February and March.  Our store manager [redacted] was in constant contact with [redacted] as well to help her with her concerns.  She solicited the feedback of other contractors, who indicated that what the licensed electrician did was NOT to code, which we dispute. I spoke to one of the Electrical Inspectors for the state of Delaware, went through everything in detail and he stated that what the electrician did was to code.  Larger Heating systems are often connected directly to the electrical panel due to the large load that they require.  It is suggested but not required by the manufacturer with such large heating systems to do the “Home Run” to the electrical panel.   It certainly is not required for the system that [redacted] purchased because it only draws 2.2 amps.  Since the manufacturer suggested (but it is not required and what we did is up to code) that the heating system be installed directly to the electrical panel we came to the following position. Although [redacted] did not pay (and was not in our contract) for the installation of the heating system to be installed to the main electrical panel (and we are firm with our position that the work was done to code and correctly), we would do so at our cost.  This includes the cost of all of the wire that must be used, a new 15 amp circuit, and the labor to pull the wire through the finished part of her home, install the new 15 amp breaker and all associated labor required to rewire the 2.2 amp heating system directly to the main electrical panel.  This offer was extended to [redacted] in March of 2016.  The offer still stands BUT WILL NOT BE HELD RESPONSIBLE FOR ANY DRYWALL REPAIR AND PAINTING.  Due to the location of the heating system and the main electrical panel the licensed electrician estimates that 12 – 15 holes will be required to pull the wire to complete the installation as [redacted] wants it.  All of the holes are in a finished area of [redacted]’s home.  [redacted] will have to sign off saying that we are not responsible for any repair/painting of the drywall.  [redacted] must also realize that this work will create dust and we will not be held responsible for the mess that the dust may create.  We would try to do the work as neat as we possibly can but dust is a reality with this situation.  For over 50 years we have strived to provide the best possible service, selection and value to our customers.  We feel that we installed the heating system in good faith, to code and per our contract with [redacted].  At no time did we promise to wire her heating system to the main electrical panel and [redacted] was never charged for such work.  Since the load of her system is so low (2.2 amps) it is more common to utilize an existing circuit (and it is code) if the capacity is there, then to run it to the main panel.  We have installed many systems this way and have not had any problems.  In the interest of customer service we are willing to do as [redacted] is asking AT OUR EXPENSE.  We are NOT willing to address the drywall/painting repair that will be required after the new installation takes place.  Regards, [redacted] Airbase Carpet and Tile Mart General Manager [redacted]
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