Carpet Cowboys & Flooring, Inc.

We provided Mr*** with a quote dated 3/29/16, ordered the carpet promptly upon receipt of Mr***’ deposit and installed the carpet in the week of 4/25/16, (we live in a mountain town and have a longer freight delivery lead time)Our records reflect that Mr*** paid the balance of
the bill on 4/26/ Thereafter Mr*** called to express concern about “bumps” under the carpetThis can occur and will often ease with timeI asked Mr*** to give it some time and get back in touchAbout a month later Mr*** called backWe were in our busy season, however I sent the installers back to review the problem with Mr***Of note, I have worked with this installation team for over ten years and rarely had any problemsIt is their policy to carefully clean the floors before installation, which they didUpon review, (the second time at the job), they determined that the pad had some hard pieces in itThe pad that was used was a 3/8ths” Lb rebond, which is a composite foam pad, made from plasticsThis is the pad recommended by the carpet millI purchase my pad from Mohawk Industries, the second largest carpet company in the countryOccasionally, in the production process, some hard pieces end up in the padThese hard spots are called Binder Knots in the industry and can occur when the binding ingredient accumulates around foam chunks in the pad The standard practice is to hit the hard spots/ Binding Chunks through the top of the carpet with a hammer to get them to dissipate To be clear, the floor was well cleaned at the time of installationWhat Mr*** felt was hard spots/ Binding Chunks in the pad, which has some re-cycled content in it, so occasionally this does occur When my installers went back to Mr***’ home a second time to inspect the carpet, Mr*** had placed blue tape by the bumps he noticedThe installers addressed every hard spot that Mr*** marked with tapeThey followed up with me and stated that the problem was resolved I was surprised to find that Mr*** filed a complaint since I hadn’t heard from him after the installers went back a second timeI’ve just checked my emails and have no record in my “Inbox” of any communication from himAnd, the installers did go back to Mr*** home to address the problem With regard to customer service, Mr*** received a prompt trip to his home for a carpet measure, a prompt quote, prompt ordering of his carpet, a prompt installation and response to his concernsAlso, when the installers first arrived on the job, Mr*** asked that an additional room in his home, not within the original quote, (the living room), be torn outThe installers did this work at that time and Mr*** was charged a nominal fee for it Of note, as the installers did not lay carpet in the living room, Mr*** had the chance to observe the cleanliness of the workNo reference to dirt or debris was ever made regarding this room, which was handled in the same way as the rest of the project I object to Mr*** reference to “many poor customer service complaints” and ”it sounds like this is standard practice” In twenty years, we have had very few customer complaints; if Mr*** is not willing to name the source(s), I don’t think this comment is valid as I does not reflect our experience I request that this complaint be closed and reference of it be removed from my listing at the Revdex.com such that it does not impact my ratingAs I noted when I spoke with both you and Eric @ the Revdex.com, I was unaware of this complaint until I received notification of a change in my Revdex.com profile, which occurred when Eric closed the complaint @ the one year time frameI immediately called Eric, who researched the matter and noted that the prior emails sent by the Revdex.com had never been opened (and in fact did not show up in my emails)I have a high spam filter, and that may have been the cause of the problem…? Please review and get back to me Thank you, Chris

We provided Mr*** with a quote dated 3/29/16, ordered the carpet promptly upon receipt of Mr***’ deposit and installed the carpet in the week of 4/25/16, (we live in a mountain town and have a longer freight delivery lead time)Our records reflect that Mr*** paid the balance of
the bill on 4/26/? Thereafter Mr***? called to express concern about “bumps” under the carpetThis can occur and will often ease with timeI asked Mr*** to give it some time and get back in touchAbout a month later Mr*** called backWe were in our busy season, however I sent the installers back to review the problem with Mr***Of note, I have worked with this installation team for over ten years and rarely had any problemsIt is their policy to carefully clean the floors before installation, which they didUpon review, (the second time at the job), they determined that the pad had some hard pieces in itThe pad that was used was a 3/8ths” Lb rebond, which is a composite foam pad, made from plasticsThis is the pad recommended by the carpet millI purchase my pad from Mohawk Industries, the second largest carpet company in the countryOccasionally, in the production process, some hard pieces end up in the padThese hard spots are called Binder Knots in the industry and can occur when the binding ingredient accumulates around foam chunks in the pad? The standard practice is to hit the hard spots/ Binding Chunks through the top of the carpet with a hammer to get them to dissipate? To be clear, the floor was well cleaned at the time of installationWhat Mr*** felt was hard spots/ Binding Chunks in the pad, which has some re-cycled content in it, so occasionally this does occur? When my installers went back to Mr***’ home a second time to inspect the carpet, Mr*** had placed blue tape by the bumps he noticedThe installers addressed every hard spot that Mr*** marked with tapeThey followed up with me and stated that the problem was resolved? I was surprised to find that Mr*** filed a complaint since I hadn’t heard from him after the installers went back a second timeI’ve just checked my emails and have no record in my “Inbox” of any communication from himAnd, the installers did go back to Mr*** home to address the problem ? With regard to customer service, Mr*** received a prompt trip to his home for a carpet measure, a prompt quote, prompt ordering of his carpet, a prompt installation and response to his concernsAlso, when the installers first arrived on the job, Mr*** asked that an additional room in his home, not within the original quote, (the living room), be torn outThe installers did this work at that time and Mr*** was charged a nominal fee for it? Of note, as the installers did not lay carpet in the living room, Mr*** had the chance to observe the cleanliness of the workNo reference to dirt or debris was ever made regarding this room, which was handled in the same way as the rest of the project? I object to Mr*** reference to “many poor customer service complaints” and ”it sounds like this is standard practice”? In twenty years, we have had very few customer complaints; if Mr*** is not willing to name the source(s), I don’t think this comment is valid as I does not reflect our experience? I request that this complaint be closed and reference of it be removed from my listing at the Revdex.com such that it does not impact my ratingAs I noted when I spoke with both you and Eric @ the Revdex.com, I was unaware of this complaint until I received notification of a change in my Revdex.com profile, which occurred when Eric closed the complaint @ the one year time frameI immediately called Eric, who researched the matter and noted that the prior emails sent by the Revdex.com had never been opened (and in fact did not show up in my emails)I have a high spam filter, and that may have been the cause of the problem…? ? Please review and get back to me? Thank you, ? Chris