Carpet Court

We went to [redacted] ***'s home to show her some carpetingShe informed us that she was going through a divorce, was moving into a new home and did not have much money for the carpet replacement, but it was neededShe had shopped one other store and selected a builder grade carpetingWe showed her several different selections and advised her to go with a higher quality carpet because she had mentioned that she would have many kids over at different times aside from her own children and any potential animalsDue to the cost she decided to select a carpet that was comparable to the other retailers builder carpet for a lower cost than what they had given herIt was for a large area and she told us that she would get some carpet that she could put down for a short term use and replace it in a few years with higher quality product, when she could afford it [redacted] called about some concerns about the carpeting and we arranged to go out and look at the carpetingUpon looking at the carpeting it was found to be very dirty and sticky, which will cause cosmetic problems with the carpeting, we recommended regular vacuuming and to have it professionally cleaned to restore the luster of the carpetWe decided to have an inspector to confirm our diagnosis and see if we would be able to do anything more for the customerThe inspector denied the claim and stated that the carpet condition was due to the combination of lower grade carpet that was selected and excessive dirt buildupWe than talked to the manufacture to see if they would allow for an one time goodwill replacement for this customer as a measure of goodwill for the customerThe manufacture agreed to this with the condition that she would agree to the terms set forth in the replacement agreementWe then contacted [redacted] to let her know that we would be able to replace the carpeting for herShe then insisted that she gets a Free Upgrade of a much higher quality for the carpet and she wanted all new paddingWe stated that we would replace any padding that needed replacement at no chargeThe free upgraded carpet would have to be approved by the manufactureWe talked to the manufacture and they were willing to allow us to upgrade the carpet at no charge as an additional measure of goodwillAgreement was sent to [redacted] for her to look atArrangements were made for her to make new selections and she did soSpeaking to [redacted] on the phone she verbally agreed to the terms in the agreement and we stated that she needed to send us the signed agreement, so we could get the process startedHowever, after some time of not hearing from her or receiving the signed agreement, we talked to her and she had changed her mind and now stated that she wanted a full new warranty on the replacement carpetingAs this replacement is a one time goodwill replacement, and not from a defect, a new warranty was not available to her as the cause of damage is considered consumer basedWe have continually and diligently tried to work with [redacted] to make her a happy customerThe manufacture offered her a free upgraded carpet, which we would install at no cost as a one time goodwill replacement and we agreed to replace any padding that needed replacement, once she signs the replacement agreement we will be able to start this project for her

We have been in contact with the client and have worked out an agreement that we both accepted

Initial Business Response / [redacted] (1000, 5, 2015/06/25) */ We have been working with this customer and the manufacture to resolve the carpeting issueThe first step is to do a repair to the effected area and we had already made arrangements to have this doneThe repair is to be completed todayThe manufacture warranty states that this should be done first if possible and if anything additional is needed we will address that when/if it happens in the futureThese type of repairs are a standard practice in the industry and are often found to correct issues that customers haveWe spoke to the customer last night and she agreed to allow the repair to occur Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) They spliced in a piece of carpet and the hole splice sticks out this is not exceptable Final Business Response / [redacted] (4000, 9, 2015/07/01) */ The night before the repair the customer complained about the repair that was scheduled for the following dayWe had earlier talked to them about the option to do the repair and they had agreed verballyWe then met with them the night before the repair to discuss the repair and they signed a written agreement/waver before doing the repairAs was agreed, verbally and in writing, we did this repair at no charge to the customer and it was agreed that this repair would be acceptable option Anytime carpeting is first repaired the carpet will appear more noticeable for a relatively short time period as the carpet was not exposed to wear and lightHowever with use the carpet repair will blend into the area as the yarns blossomThe carpet still needs some more time to allow it to blend into the surrounding fibers As we had mentioned, this is one of the first steps under the warrantyIf they have any further issues they can contact us directly at (651) [redacted]

*** *** is aware that she had requested to have lower priced carpets to be brought to her home in addition the mid to high quality carpets that she had seen at the showThe names and manufactures are clearly marked on the samples and we did not hold anything back from herWe encouraged her to purchase a higher grade carpet and she decided against itAccording to the independent inspection report the carpet needed to be cleaned and that was the main cause of the problemWe have been very upfront with *** *** from the start and continue to beThat being said, we feel that it is counterproductive to debate with *** *** over these mattersWe feel strongly that the carpet can be restored by having a professional restoration cleaning by an approved IICRC restoration cleanerWe have approval to offer this to *** *** at no cost if the cleaning is ineffective, however if the carpet is cleaned and restored the cost would be something she would have to absorbThis would allow her to maintain her warranty, if that is her desireJust let us know and we can make arrangements for this cleaning process to be done Thank you, Robert Carpet Court

We went to *** ***'s home to show her some carpetingShe informed us that she was going through a divorce, was moving into a new home and did not have much money for the carpet replacement, but it was neededShe had shopped one other store and selected a builder grade carpetingWe showed her
several different selections and advised her to go with a higher quality carpet because she had mentioned that she would have many kids over at different times aside from her own children and any potential animalsDue to the cost she decided to select a carpet that was comparable to the other retailers builder carpet for a lower cost than what they had given herIt was for a large area and she told us that she would get some carpet that she could put down for a short term use and replace it in a few years with higher quality product, when she could afford it*** *** called about some concerns about the carpeting and we arranged to go out and look at the carpetingUpon looking at the carpeting it was found to be very dirty and sticky, which will cause cosmetic problems with the carpeting, we recommended regular vacuuming and to have it professionally cleaned to restore the luster of the carpetWe decided to have an inspector to confirm our diagnosis and see if we would be able to do anything more for the customerThe inspector denied the claim and stated that the carpet condition was due to the combination of lower grade carpet that was selected and excessive dirt buildupWe than talked to the manufacture to see if they would allow for an one time goodwill replacement for this customer as a measure of goodwill for the customerThe manufacture agreed to this with the condition that she would agree to the terms set forth in the replacement agreementWe then contacted *** *** to let her know that we would be able to replace the carpeting for herShe then insisted that she gets a Free Upgrade of a much higher quality for the carpet and she wanted all new paddingWe stated that we would replace any padding that needed replacement at no chargeThe free upgraded carpet would have to be approved by the manufactureWe talked to the manufacture and they were willing to allow us to upgrade the carpet at no charge as an additional measure of goodwillAgreement was sent to *** *** for her to look atArrangements were made for her to make new selections and she did soSpeaking to *** *** on the phone she verbally agreed to the terms in the agreement and we stated that she needed to send us the signed agreement, so we could get the process startedHowever, after some time of not hearing from her or receiving the signed agreement, we talked to her and she had changed her mind and now stated that she wanted a full new warranty on the replacement carpetingAs this replacement is a one time goodwill replacement, and not from a defect, a new warranty was not available to her as the cause of damage is considered consumer basedWe have continually and diligently tried to work with *** *** to make her a happy customerThe manufacture offered her a free upgraded carpet, which we would install at no cost as a one time goodwill replacement and we agreed to replace any padding that needed replacement, once she signs the replacement agreement we will be able to start this project for her

I am rejecting this response because: 10/20/2016At the show, the Carpet Court Salesmen, Gary and his son Robert told me and my sister they only sell high grade carpet and that he (Robert) would be happy to bring samples to my home I never asked him to bring lower priced carpet samples in addition to mid and high quality samples as he has stated. Again, they stated to us they only sell high quality carpets.Roberts story about the names and manufactures being clearly marked on the samples may be true but the words “Blue Sky” and “Bramble” mean nothing, just words on a sampleWhen I requested the name and contact information for the manufacturer of my carpet I was repeatedly denied and I have a recording of this. When two of my friends tried to find/ identify the manufacturer (Blue Sky) a ghost website was all we could find. The website did not state warranty, policy or any contact informationTo say that carpet court did not hold anything back is to admit that a reputable manufacture of this low quality carpet does not existTo say they encouraged me to purchase a higher priced carpet is to be expected in any sales scam Of course a consumer may always spend more money but purchases of thousands of dollars are more about value and Robert assured me that the carpet I was buying would not show traffic wear for ten years. To me that was critical in my decision to spend over four thousand dollars with Carpet CourtThe fact that this carpet has worn considerably in just a few months is quite disappointing. Only two of us live in this home and I am diligent about not wearing shoes in the house and regular cleaning of this carpetThe money I spent on this carpet represents a considerable investment in my home and I could not be more disappointed. Carpet Court referred to an independent inspectors reportHowever, I have never seen this report (if it even exists)Furthermore, while talking to the inspector, myself and a friend where never told anything about the carpet being dirty or lacking maintenance. Only that this was not high quality carpet and would certainly not perform as Carpet Court had stated. Robert is right about this continued debate being counterproductive that is why I am taking them to court. I have witnesses and recordings to prove what I say and expect is true and reasonable. Carpet Court can only hide behind ghost manufactures without contact information, policy’s or stated warranties, reports that have never been seen outside their own office and statements made and denied by their own salesman. I have had enough, thank you for your time*** ***

Initial Business Response /* (1000, 5, 2015/06/25) */
We have been working with this customer and the manufacture to resolve the carpeting issue. The first step is to do a repair to the effected area and we had already made arrangements to have this done. The repair is to be completed today. The...

manufacture warranty states that this should be done first if possible and if anything additional is needed we will address that when/if it happens in the future. These type of repairs are a standard practice in the industry and are often found to correct issues that customers have. We spoke to the customer last night and she agreed to allow the repair to occur.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They spliced in a piece of carpet and the hole splice sticks out this is not exceptable
Final Business Response /* (4000, 9, 2015/07/01) */
The night before the repair the customer complained about the repair that was scheduled for the following day. We had earlier talked to them about the option to do the repair and they had agreed verbally. We then met with them the night before the repair to discuss the repair and they signed a written agreement/waver before doing the repair. As was agreed, verbally and in writing, we did this repair at no charge to the customer and it was agreed that this repair would be acceptable option.
Anytime carpeting is first repaired the carpet will appear more noticeable for a relatively short time period as the carpet was not exposed to wear and light. However with use the carpet repair will blend into the area as the yarns blossom. The carpet still needs some more time to allow it to blend into the surrounding fibers.
As we had mentioned, this is one of the first steps under the warranty. If they have any further issues they can contact us directly at (651) [redacted].

We have been in contact with the client and have worked out an agreement that we both accepted.