Carpet Depot

This was a special Order ItemThe Customer ordered boxes originallyShe called back And ordered extra box because she was afraid her contractor might be short.We did not measure or install the product.This item was special order and shipped in from Georgia on a semi TruckWe do accept returns on special order itemsThe freight to ship it back, and the manufacturer restocking fee would be more than the refundI feel your complaint should be directed to the contractor that measured your Project wrong.I am not aware of any company that will accept returns on specially ordered Items

We responded to a repair request in October Of The staircase had a structural problem, and the staircase had sunken due to improper support by the builder.***, the installer, offered to jack up the faulty staircase,purchased materials, and add additional support to try to fix the problem for a minimal fee of $"as structural problems are not warrantied".Consumer agreed to pay the additional charge.Upon completion of the Repair, the consumer failed to pay the agreed fee for the work performedI received a call on 6/15/from consumer requesting additional work for a popping sound coming from the existing sub-floor.Sub flooring materials are often left in the weather during the construction process of the homeFailure to use the proper Sub floor adhesive between the sub floor and floor joist are often a problem for popping and squeaking floorsPre-existing and structural problems are not covered under warranty by the manufacturer or Carpet DepotWe offered an additional service to add additional screws before the installation of the hardwood, which was rejected by the consumerThis reduces the labor warranty of the installation to six months.I told the customer that I would send someone to look at the floorThe customer stated that he did not want [redacted] Back He made the statement that [redacted] had asked for money to Haul Away Trash from The GarageWarranty has expired,consumers still owes for previous work performedBuilder should be contacted about structural warranty garage.They did not want the installer back they failed to pay for services renderedThe current popping sound is coming from the sub floor which is a structural ProblemPlease contact the builder for warranties on the home.The wood has a warranty from the manufacturer, and all manufacturing warranties still applyThe sub floor is not Covered under warranty by the manufacturer or Carpet DepotPlease contact The Home Builder.Carpet Depot will not return to a consumer who has failed to pay prior Amounts Due

Complaint: [redacted] I am rejecting this response because: This company never told me this was a special order item and that should have been disclosed upfront with me I was also never told by this company that any extra boxes would not be taken back even though they were not opened I also discussed this with my contractor and he agreed that they should take back unopened boxes He also agreed that the disclosure of special order status and no refund status should have been disclosed upfront before I paid for this order.The issue of the rudeness of the owner was not addressed in this response The fact the the owner interrupted the first sentence that I spoke and continued to do so throughout the conversation showed discrimination and disrespect towards women Sincerely, [redacted]

No seam is completely invisibleSeams should be kept to a minimum, running the length of the area and making sure that natural light will not hit across the seam[redacted] Link Below: [redacted] [redacted] We have Re-Maid the seem once with her preferred installerWe have been out multiple times with different people commenting on the seem having been made as well as possibleCustomer agreed Last Year with a verbal comment .....Everything looks fineYou are welcome to have an independent inspector come out if you would like a 4th opinionThank you

Our return policy is the same for Men and Women.I assume we answered any questions you asked at the time of purchase

If you are noticing a visual defect in the flooring materials, Carpet Depot will be Happy to assist you with the claim processThe manufacturer has mill warranties on the hardwoodIf you are experiencing Sub-floor structuralproblems, Please contact the home builder for warranty information.Thank You

Complaint: [redacted]
I am rejecting this response because:  This company never told me this was a special order item and that should have been disclosed upfront with me.  I was also never told by this company that any extra boxes would not be taken back even though they were not opened.  I also discussed this with my contractor and he agreed that they should take back unopened boxes.  He also agreed that the disclosure of special order status and no refund status should have been disclosed upfront before I paid for this order.The issue of the rudeness of the owner was not addressed in this response.  The fact the the owner interrupted the first sentence that I spoke and continued to do so throughout the conversation showed discrimination and disrespect towards women.
Sincerely,
[redacted]

This was a special Order Item. The Customer ordered 27 boxes originally. She called back And ordered 1 extra box because she was afraid her contractor might be short.We did not measure or install the product.This item was special order and shipped in from Georgia on a semi Truck. We do accept...

returns on special order items. The freight to ship it back, and the manufacturer restocking fee would be more than the refund. I feel your complaint should be directed to the contractor that measured your Project wrong.I am not aware of any company that will accept returns on specially ordered Items.

We responded to a repair request in October Of 2015. The staircase  had a structural problem, and the staircase had sunken due to improper support by the builder.[redacted], the installer, offered to jack up the faulty staircase,purchased materials, and add additional support to try to fix the...

problem for a minimal fee of $200.00 "as structural problems are not warrantied".Consumer agreed to pay the additional charge.Upon completion of the Repair, the consumer failed to pay the agreed fee for the work performed. I received a call on 6/15/2016 from consumer requesting additional work for a popping sound coming from the existing sub-floor.Sub flooring materials are often left in the weather during  the construction process of the home. Failure to use the proper Sub floor adhesive between the sub floor and floor joist are often a problem for popping and  squeaking floors. Pre-existing and structural problems are not covered under warranty by the manufacturer or Carpet Depot. We offered an additional service to add additional screws before the installation of the hardwood, which was rejected by the consumer. This reduces the labor  warranty of the installation to six months.I told the customer that I would send someone to look at the floor. The customer stated that he did not want [redacted] Back.  He  made the false statement that [redacted] had asked for money to Haul Away Trash from The Garage. Warranty has expired,consumers still owes for previous work performed. Builder should be contacted about structural warranty.  garage.They did not want the installer back they failed to pay for services rendered. The current popping sound is coming from the sub floor which is a structural Problem. Please contact the builder for warranties on the home.The wood has a warranty from the manufacturer, and all manufacturing warranties still apply. The sub floor is not Covered under warranty by the manufacturer or Carpet Depot. Please contact The Home Builder.Carpet Depot will not return to a consumer who has failed to pay prior Amounts Due.

Complaint: [redacted] I am rejecting this response because:This response is filled with lies, untrue statements, and accusations. In order of false statements made by Carpet Depot: 1) [redacted] did not tell us that the "structural problems are not warrantied" 2) [redacted] did not tell us upfront that there would be a "nominal fee of $200". 3) We the consumers never "agreed to pay the additional charge", nor did we ever receive an invoice for fees owed after the work was performed therefore it cannot be said that we "failed to pay the agreed fee for the work performed".4) The following statement is a blatant lie: "We offered an additional service to add additional screws before the installation of the hardwood which was rejected by the consumer": This simply never happened. There was never an assessment of the structure of the house or an offer for additional service that we rejected, nor was there any notification that the warranty would be reduced to 6 months. 5) Another false statement is: "He made the false statement that [redacted] had asked for money to Haul Away Trash from The Garage": This is not a statement we made; We simply stated that after [redacted] did not get paid the money he requested, he left his trash in our home.  One final point I would like to add, is that their response contradicts itself and further proves their liability in this case: to say that "We offered an additional service to add additional screws before the installation of the hardwood, which was rejected by the customer. This reduces the labor warranty of the installation to six months." implies that the work performed in October was covered under a warranty, and should not have required extra payment. Their statement that our warranty is expired now because we rejected an extra service contradicts their statement that the labor is not warrantied due to "structural problems to the sub floor." Without visiting our home, there is no way for them to assess that the current popping sound and protrusion of the floor in the guest room is caused by structural problems as opposed to faulty labor on installation.  Our hope is to obtain your assistance in ensuring Carpet Depot is held accountable for their actions faulty installation and get our faulty installed floors fixed. Sincerely, [redacted]

No seam is completely invisible. Seams should be kept to a minimum, running the length of the area and making sure that natural light will not hit across the seam.[redacted] Link Below:[redacted]...

  [redacted]We have Re-Maid the seem once with her preferred installer. We have been out multiple times with 3 different people commenting on the seem having been made as well as possible. Customer agreed Last Year with a verbal comment .....Everything looks fine. You are welcome to have an independent inspector come out if you would like a 4th opinion. Thank you

08/05/16
Hello Revdex.com,
First I apologize for my delay in responding to this issue.  According to the Revdex.com records on this file I have been contacted a number of times by the Revdex.com but the first I heard of this was a phone call from Ms. Linda Clopton this week.  Maybe my...

contact info is incorrect in the system.  Ms. Clopton, please follow up with me next week on this so I can be sure I have my contact info correct.  We did work on this vehicle in our shop.  See attached repair order.  Customer came in with a complaint of vehicle overheating.  We found the radiator leaking externally by visually finding a crack in the radiator.  We replaced the radiator with a new radiator and added coolant fluid.  We use Honda coolant which comes pre-diluted with water (it is a 50/50 mix).  We typically use over a gallon of fluid on a radiator job, thus the charge for 2 gallons.  But I would be fine to reimburse the customer for a gallon of fluid if she wishes.
We also performed a safety recall on this car involving the customers airbag system.  This service was, of course, free of charge to the customer and certainly one of the benefits of the customer choosing to use a Honda dealership for her vehicle repairs. 
Finally, we noted on the repair order that "possible engine damage may have occurred due to vehicle overheating.  Customer to monitor".  The first step in diagnosing a damaged engine is to stop the radiator leak so the system can hold water under pressure.  This was our first step and we did not seek to go further until it was confirmed that the engine would or would not overheat with a working radiator.  When the customer returned to our store with the complaint of her vehicle running hot it was confirmed in our minds that the engine had indeed sustained damage originally from overheating.  Damage could include one or all of the above:  cylinder head, head gasket or engine block damage. 
At that time our recommendation was to replace the engine due to the mileage on the vehicle.  We felt it best for this customer to get a replacement low mileage engine versus trying to repair her engine.  We could have spent a lot of her money disassembling the engine to come the conclusion that her engine was damaged beyond repair and needs to be replaced.  We thought it best to recommend a replacement engine in this instance.  We apologize if we did not fully explain our reasoning or provide the customer any further options.  Ultimately it's her vehicle to do with as she chooses and she does need to know all of her options.  But sitting here today it appears to me we made a good repair of a faulty radiator and then made a solid recommendation for another engine once the vehicle began running hot. 
We are available to discuss any of this with the customer or the Revdex.com. 
[redacted], GM
Paul Moak Honda
 
[redacted]
Service Manager
Paul Moak Honda

Our return policy is the same for Men and Women.I assume we answered any questions you asked at the time of purchase.

[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.]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 consider this complaint resolved.Regards,[redacted]

Carpet Depot is sorry that this problem got out of hand and will try to do better in the future.  The problem has been corrected.  Thank you,[redacted]Owner

I am [redacted] owner of Carpet Depot for over 34 years.  I got involved with Ms [redacted] after both her and my Manager [redacted] had agreed there was miscommunication about the changing of the bedroom carpet to be the same as the living room carpet. Attached is a copy...

of the original invoice. It was resolved that Ms [redacted] would keep the carpet and that Carpet Depot would come out and steam the carpet to remove the roll crush [redacted]s. The following is from [redacted], a leading carpet manufacturer.Pile Crushing (carpet in transit)

This is a term used for the specific type of crush that can normally occur during the shipment and storage of rolled carpet. It can be especially apparent in a “velvet plush”, but can appear in any carpet style. Today’s soft yarns are particularly susceptible to pile crush. This condition is not permanent, and usually corrects itself as the carpet “conditions” to the environment. The carpet purchaser can speed this process along with additional vacuuming. Only in the most extreme cases will steaming the carpet be required to cure this condition.

I went personally to Ms [redacted] home on Saturday 11/1/14 at 4pm, met her housekeeper and applied steam to allow the yarns to relax.  We did not here back from her until Sat 11/8  saying that she was not satisfied with the appearance.  I called her back after the weekend and asked her to meet me at the property to resolve the issue explaining that carpet is a fabric and need to relax after being rolled up.  Nobody at Carpet Depot ever screamed at Ms [redacted] or said to go find something else to do. We never heard back until Ms Rezaie left a message on our answering service Monday 11/17 after 9pm without leaving her name, that she did not like the way we did business and that she was going to have our carpet removed and not pay the bill.

I would be happy to do my best to remove all traces of the roll crush or give Ms [redacted] a $200.00 policy adjustment leaving a balance due of $935.66

Owner

Carpet Depot

In my previous response I submitted an explanation  of any crush [redacted]s.  It states that this is correctable and not a manufacturing defect. Carpet Depot is willing to turn this claim over to the manufacturer. The warranty of the carpet goes through the manufacturer.  The manufacturer will send out an independent inspector to check for defects if this is agreeable to  Ms. Rezaie.  It is unlawful to remove the carpet from the home with paying for it. Our contract clearly states  that, " Title to said property shall not pass to purchaser until said purchase price is paid in full.".  Respectfully,[redacted]owner Carpet Depot

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I am not interested in keeping the defective carpet or pay 900 dollars for it! The carpet will be removed by another company in two weeks . Carpet depot is welcome to come and pick up the removed carpet. 

Regards,

Review: My house was flooded and I needed to carpet two rooms .

On Saturday 10/25/2014, I went to carpet depot and placed an order with two random carpets and paid the down payment of $800 . The reason for choosing random carpets was because they were not accepting over the phone orders and they were closed on Sunday. Given my busy schedule ,I decided to sign the contract on the same day and call back and tell them which sample I liked later.

I took some samples home and checked the color and called them back twice ( left a message on 10/26 and called back to reconfirm on 10/27)that I needed sample #276 for both rooms.

On Tuesday 10/28/2014 . I paid my cleaning lady to stay at my place , so that the team could come over and place the carpets.

When I came home, I noticed that they had placed the wrong carpet in the bedroom . They had placed #276 in the living room but not the bedroom.

Besides, the wrong carpet (Rush hour) had folding lines on it which would not disappear with vacuum.

I called and notified the managers on 10/29/2014 . The owner ( [redacted]) came to the house on 11/1/2014 and steamed the carpet which did not result in any improvement. I waited until the carpet dried out and vacuumed it again and again without any favorable outcome.

I talked to the owner on 11/8/2014 who told me these were folding lines and that I just had to draw the curtain and make the room dark so that I won't see the lines any more !!

I stated that I was unhappy with their services as :

1- they had placed the wrong carpet

2-the wrong carpet was defective !!

He finally agreed to come over and try to brush and fix the carpet.

This morning, I called him to set up an appointment. The owner picked up the phone and when he heard my name he screamed at me and said :

" Hey you ! go find something else to do " and hung up .

At this point ,I would not like for this man to enter my house as I live alone and I do not feel safe dealing with him .

I will arrange for another company to remove the defective carpet and carpet depot has to pay for the removal . I will not pay the remaining 1000 dollars on the contract.Desired Settlement: At this point ,I would not like for this man to enter my house as I live alone and I do not feel safe dealing with him .

I will arrange for another company to remove the defective carpet and carpet depot has to pay for the removal . I will not pay the remaining 1000 dollars on the contract.

(please note that the total price on the contract was about $1800. $800 for living room and $1000 for the bedroom. I am fine with the living room carpet and I have already paid them 800 dollars as down payment )

Business

Response:

I am [redacted] owner of Carpet Depot for over 34 years. I got involved with Ms [redacted] after both her and my Manager [redacted] had agreed there was miscommunication about the changing of the bedroom carpet to be the same as the living room carpet. Attached is a copy of the original invoice. It was resolved that Ms [redacted] would keep the carpet and that Carpet Depot would come out and steam the carpet to remove the roll crush [redacted]s. The following is from [redacted], a leading carpet manufacturer.

Pile Crushing (carpet in transit)

This is a term used for the specific type of crush that can normally occur during the shipment and storage of rolled carpet. It can be especially apparent in a “velvet plush”, but can appear in any carpet style. Today’s soft yarns are particularly susceptible to pile crush. This condition is not permanent, and usually corrects itself as the carpet “conditions” to the environment. The carpet purchaser can speed this process along with additional vacuuming. Only in the most extreme cases will steaming the carpet be required to cure this condition.

I went personally to Ms [redacted] home on Saturday 11/1/14 at 4pm, met her housekeeper and applied steam to allow the yarns to relax. We did not here back from her until Sat 11/8 saying that she was not satisfied with the appearance. I called her back after the weekend and asked her to meet me at the property to resolve the issue explaining that carpet is a fabric and need to relax after being rolled up. Nobody at Carpet Depot ever screamed at Ms [redacted] or said to go find something else to do. We never heard back until Ms Rezaie left a message on our answering service Monday 11/17 after 9pm without leaving her name, that she did not like the way we did business and that she was going to have our carpet removed and not pay the bill.

I would be happy to do my best to remove all traces of the roll crush or give Ms [redacted] a $200.00 policy adjustment leaving a balance due of $935.66

Owner

Carpet Depot

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I am not interested in keeping the defective carpet or pay 900 dollars for it! The carpet will be removed by another company in two weeks . Carpet depot is welcome to come and pick up the removed carpet.

Regards,

Review: I had carpet depot install the new carpet at my residence located at [redacted], Glendale AZ 85305.

I contacted them on March 18, 2014 to inform them about a problem concerning the carpet installation. in fact the installer left the spikes from the seam strips up. we had several punctures to the feet from the strips. it is like walking on nails.

at first carpet depot agreed to send me someone to fix the problem. but now it has already been a week and so far no one showed up. I called them again on Saturday March 22 to express the urgency of this issue, but the person who answered me was very rude and didn't even care about the case and asked me to wait until god knows when.Desired Settlement: Someone has to show up ASAP and fix this issue in a professional manner. reinstalling the carpet if needed. I hold carpet depot responsible of any injury these strips might cause.

I also request an apology for being rude to me and to any other person who contacted him concerning this issue.

I wouldn't have use Revdex.com if they were polite and made me feel they understand the urgency of this service/repair request.

Business

Response:

Carpet Depot is sorry that this problem got out of hand and will try to do better in the future. The problem has been corrected. Thank you,[redacted]Owner

Consumer

Response:

[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.]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 consider this complaint resolved.Regards,[redacted]