Carpet Club

Initial Business Response / [redacted] (1000, 7, 2015/07/02) */ I am responding to a complaint by [redacted] Her first email to be was May 26, about her carpet I feel I have responded to her every email and have spoke with her a couple of times! I did the paperwork that f needed to do and put it in the installer's boxHe was out of town the weekend of May thru June I depended upon him to give her a call when he returned! I put paperwork another time in his box when I heard from her againI reminded him a couple of times to call her and explained to him her complaint He did the repair on "Tune 23, WAS NOT ignoring her and I felt I followed up with her every time The repair is taken care of and the carpet is under warranty from Shaw so I feel no further issues happenBut if there is our installers will go look at it! I emailed her pics of the warranty on the back of the carpet she purchased [redacted] Initial Consumer Rebuttal / [redacted] (2000, 9, 2015/07/03) */ (The consumer indicated he/she ACCEPTED the response from the business.)

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: I am rejecting this response because:We DEMANDED the company president meet with us due to his crews not completing any part of the work and failing to get permits.Note how even they admit that the inspections were done in October - the worked started in June - months, work incomplete and improperly done, no permits.They failed to properly complete any part of the project even with the owner as "foreman".We fired them Regards, [redacted] ***

I am rejecting this response because:: They lied to us by not obtaining the permits at the beginning of the Job If we the owners hadn't talked to the city of Columbus, none of the REQUIRED permits would have been pulled .The job remains uncompleted and below minimum standard Regards, [redacted] ***

Contacted [redacted] within minutes of your callWe have an appointment to visit his home on Saturday morning 11/1/to evaluate his issues ALL ISSUES WILL BE TAKEN CARE OF WITHIN HOURS OF OUR VISIT TO HIS HOME [redacted] PRESIDENT

Revdex.com:
I have reviewed...

the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Revdex.com:
I have...

reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Contacted [redacted] within 10 minutes of your call. We have an appointment to visit his home on Saturday morning 11/1/14 to evaluate his issues.
ALL ISSUES WILL BE TAKEN CARE OF WITHIN 48 HOURS OF OUR VISIT TO HIS HOME. [redacted] PRESIDENT

Review: I purchased carpet a little under a year ago. Had the carpet cleaned last month and the cleaner advised me that a couple of places were not properly attached and it appeared that the carpet was not properly stretched. I contacted Carpet Club and was transferred to "[redacted]". I advised him of the issues. He checked my record and said that I was within the 1 year warranty for installation and that someone would come out and if the carpet needed to be stretched they would do that but I would have to move the furniture out. He came out within a week and looked at the carpet and told me that it was properly stretched but the 2 areas the cleaner found were not attached. I indicated that it most likely occurred due to the vacuuming by the cleaner as they use a strong vacuum. I questioned that as I thought steam cleaning was the preferred cleaning method and I was unclear why vacuuming would create this problem. He said that steam cleaning was the method most commonly recommended but the cleaner should be more careful when vacuuming. This seemed strange as we had the previous carpet steam cleaned many times and in the 20+ years it had been in no problems had occurred. He indicated that the installer would contact me within a week or so to arrange to come out and repair the loose areas. It has now been 3 weeks and no contact has been made. I do not know if they are waiting for the year to expire or what. I am a little concerned about the same installer coming out as when he came out the first time his first comment to me after checking the room was that more carpet was needed. I had done the measuring and I have been involved with home appraisals for over 30 years so I know how to measure a room. I went down to the room and had him measure again with me watching. I noted that he was not reading the tape measure correctly. Had I not done so I would have ended up buying more carpet than I needed.Desired Settlement: I would like to retain an independent professional to check the installation and make needed repairs with Carpet Club bearing the expense. Based upon the experience to date I do not trust this business to properly evaluate and repair the problems. Additionally the carpet cleaner was a "disinterested party" and opposed to [redacted] who would be deemed an interested party. General legal principles give more weight to disinterested parties as by definition they have no vested interest in the matter. I do not know if the carpet is properly stretched or not but I do know that 2 areas are not properly tacked down and without moving the furniture much of the balance of the room cannot be inspected. I feel that I have a reasonable expectation of proper installation and, if it is not properly done, I should be made whole. My wife and I are seniors and moving the furniture out of the room would be difficult and would not be needed if the carpet had been properly installed.

Business

Response:

Contacted [redacted] within 10 minutes of your call. We have an appointment to visit his home on Saturday morning 11/1/14 to evaluate his issues.

ALL ISSUES WILL BE TAKEN CARE OF WITHIN 48 HOURS OF OUR VISIT TO HIS HOME. [redacted] PRESIDENT

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,