Carpet Exchange

To Whom It May Concern,We have a new store manager in place at this locationShe is aware of the issues and has scheduled a repair for Wednesday March 2, with a different installer than the original oneWe are sorry for the frustration the customer has experienced with our sales person and we have used this complaint as a learning opportunityWe look forward to getting this taken care of and will update the Revdex.com on the outcome of the repair

Complaint: [redacted] I am rejecting this response because: When I spoke with the business manager previous to installation I was there to check and make sure that the correct flooring was being placed in the correct rooms and that the correct colors had been ordered because of inconsistencies during phone conversations with the sales associate after I changed flooring colors and placement. The sales associate had talked me into changing the hall from carpet to cortec because it would be seamless, going along with my desire to have as few seams and transitions throughout the house as possible. I was trying to make sure that the installation would go off without a hitch. I assumed that all the finer details, including the seamless installation of the carpet in the front bedroom/closet were still in place, so we did not discuss every detail of the installation. She went over the flooring placement, colors, and gave me the checklist of things I needed to do to prepare for installation since the sales associate failed to do so. The sales associates failure to put the information about the seamless installation in his notes is on him, not me, if that is even the case. I question this because I initially received a seamless piece of carpet, just as I had asked for and paid for. If there had not been a hole in the closet portion I would still have a seamless piece of carpet. Your description of "normal everyday installation practice" was not what I requested nor what I paid for. This, as it stands now, is your cost effective way of solving the problem which is far from acceptable to me. I expect to get what I asked for, was promised, and what I paid for. Your response also does not address the very visible seam in the living room, another problem that I have brought to the installation manager, store manager, and [redacted] s attention. I have even sent pictures. I filed this complaint with the BBB on 8/21/2017 following a phone conversation with [redacted] . She gave me the same answer as she has provided here regarding industry standards. She also told me that [redacted] would call me within a couple of days once I requested to speak to her boss. I have not received that call and it has been nearly a month since our discussion. Walking into Carpet Exchange I was placed in a position where I had to trust that I would get what I was promised. I didn't even put up a fuss when I was told we had to prepay. Now, I regret not getting every detail in writing as well as waiting to pay until I was satisfied I had received what I was paying for. then again, if this is the way they treat all their customers I can see why they insist on being paid up front and offer no detailed contracts. They get paid and when a problem arises they can throw around phrases like "industry standards" and "normal everyday installation". Its a sad day when a persons words and guarantee mean nothing. Instead, the companies bottom line takes precedent over customers and the quality of service they receive. I am a disabled widow of a military vet. My daughter and I live with my 70 year old mother. I don't live large and the purchase of new flooring is a huge investment for us, one that Carpet Exchange has made excruciatingly difficult and stressful beyond limits. Sincerely, [redacted]

To Whom It May Concern,I spoke with the customer yesterday and we have come to an agreement that is fair to all partiesIf I can be of any other assistance please let me know

To Whom It May Concern,On the original order the sales person ordered the wrong material, all of this material was returned and the money was applied to a new order with the correct materialThis was an even exchange and therefore no money was due to the customer since the customer has all the materialsIf the customer would like to discuss a return we would be happy to look into this matter, however, at this time the customer has not brought any material back to be returned

To Whom It May Concern,This job has been completed and all repairs addressedWe do apologize to the customer for the hassle, and we are agreeing to take $off the order for the storage unit rental feesThis will be taken off the totals that the customer owesAgain we apologize for the inconvenience and we appreciate their business.Thank You, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11236897, and find that this resolution is satisfactory to meThanks very much! Sincerely, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

To Whom It May Concern, The sales person was being honest by suggesting a product that would work better with the vacuum that the customer hasAnd as we stated before ALL carpet manufacturers have a list of suggested cleaning tools to use, none of the manufacturers suggest a ***It is not that the vacuum will not work; it is that the vacuum is too strong and can damage the carpet fibers over timeJust like when you go and buy a new vehicle the dealership can make suggestions on what products to use to clean the outside and inside, however at the end of the day it is the consumer’s responsibility to select a product that is best for him/herThe fact that none of the manufacturers suggest a *** should be enough information for the consumer to understand no matter what carpet was selected the same result would have happened due to the manufacturer’s suggestionWe can only make suggestions to what we know will work better for the consumer and in this case we believe that has happenedIn regards to the carpet padding, we always want to put our customers in the best product for their moneyWith that said the Karastep pad may not be needed in some situations, however it is one of our best carpet padsEveryday our customers select products based not on what is needed but more on the quality they are receiving for their moneyAt any point in time the customer has the right to select a different padWe stock our pads, this gives our customers the opportunity to change their mind up to the day before installOur sales people go over these options with their customers and the final say as to the product that are ordered comes from the customerIf the customer wanted to down grade the pad this could have been done at pointAt this time we do not see any reason for any further refund

To Whom It May Concern, I have attached a copy of the original invoice along with a copy of the first claimAs you can see the carpets that were ordered are the same on the original order as the claim, just different colorsTherefore the quality of these carpets are the sameThe second carpet
that was installed has a manufacturing defect and the customer has been informed that we will give her $to keep as is or we can replace the entire jobThe customer has been speaking with the store manager and has agreed to replace the carpetWe have the carpet on order and as soon as it comes in we will schedule for the installIf there are any other questions please do not hesitate contacting us

Initial Business Response /* (1000, 10, 2015/07/02) */
To Whom It May Concern,
We appreciate the customer contacting the Revdex.com and us to inform us about their experienceWe are sorry for the lack of customer service that the customer experienced with one of or storesWe would like to see a copy
of customer's receipt for the contractor's workPlease email to ***@carpetexchange.com or mail it to SPlatte River DrDenver, CO XXXXX with attention to *** ***
Initial Consumer Rebuttal /* (3000, 12, 2015/07/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was mailed two receipts, one for the credit card deposit and another for the remaining credit card balance paidI can look for them, but it would be much easier for Carpet Exchange to just pull up the invoice from their system
Customer Name: *** ***
Installation Address: XXXXX *** ***
Parker, CO
Phone: XXX-XXX-XXXX
Installation Date: May 9th
I worked with *** at the Parker location*** is also a manager at the *** *** *** location in EnglewoodWhen she mailed me the "receipts", all it showed was a receipt for my credit card chargeI didn't receive anything elseI always called ***'s cell phone to schedule everythingI'm concerned that this may have been a separate side job, when I thought I was working with Carpet ExchangePlease advise whether or not my work order is in your system and get back to me
Final Business Response /* (4000, 15, 2015/07/14) */
I believe there is some confusion on what we are asking forWe can pull the customer's receipts in our system regarding the work we have doneHowever what we do not have access to is the receipt from the customer's contractor showing the additional workWe need to have a copy of this receipt either from the customer or from the customer's contractorOnce we have this we will be able to move forward
Final Consumer Response /* (4200, 22, 2015/09/21) */
I have not heard word back, so I'm re-submitting a new document
In reponse to Carpet Exchange's last request, I've attached the contractor invoice for my basement finishI've marked the $charge paid by me to the poor installlation of Carpet Exchange
Please settle this matter promptly

To Whom It May Concern, We always want to keep customer service in mind, and therefore we are agreeing to one of the customer’s original desired settlement optionsOn the original desired settlement the customer gave three options The third option was “Carpet Exchange settles with compensation of $680”We are agreeing to refund the customer $as full and final settlement

Initial Business Response /* (1000, 9, 2015/09/26) */
To Whom It May Concern,
We are sorry for the experience you have had with our store manager and installersWe value our customers and we want our customers to experience the best customer serviceWe also understand that we are all human and
sometimes we make mistakes as we did with your jobWith the understanding there are mistakes we always want to make it right for our customersI see that on 9/21/the store credited you, if you have any other questions or concerns please let us knowThank you again for your business
Initial Consumer Rebuttal /* (2000, 11, 2015/10/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)

To Whom It May Concern, The customer has been speaking with the store manager over the last couple of days and as I understand it a resolution has been agreed upon by both partiesWe do see the frustration that the customer has experienced and we appreciate them reaching out to let us knowWe have
addressed the problem(s) and we hope the customer sees that we care about our customers and what they think of usAs of right now the install is set for November 11thWe appreciate the customer’s business and if the customer or the Revdex.com have any further questions please let me know

To Whom It May Concern, ALL carpet manufactures do not suggest using a *** vacuum simply because they are too powerfulIf a customer has a *** our sales people have been trained to suggest carpets that have more success when it comes to using a ***We cannot tell a customer to go purchase a
new vacuum if they want new carpet, instead we show them products that will hold up the best when using the vacuum the customer hasI have attached a list from ***’s website with the recommended vacuums in case the customer wants to see itWith this being said we understand the frustration that customer is feeling and we understand that the manager could have been more helpfulWe will reimburse the customer $to go towards a new vacuumIf you have any questions please let us know

Initial Business Response /* (1000, 12, 2015/07/22) */
To Whom It May Concern,
When we were installing the customer's flooring, the customer had several contractors in the homeSo when the customer called to say that we caused damage, we decided that even though we could not prove that we did or
did not cause this damage to go ahead and pay to have the stone repairedWe informed the customer that she could select a repairman and we would pay for repairThe customer selected a repairman and contracted him to do the work and we paid for this serviceOur operations manager is the person responsible for all customer service issues within our companySince our operations manager is the one responsible for handling customer service issues he went to the customer's home to inspect the job along with our install managerOur operations manager and the customer agreed that the repair was complete and of satisfaction for both partiesThen several months later the customer calls to say that she needed to replace the tile and that the repair was no longer acceptableTo be thorough about the customer's complaint we asked if the customer had already had a bid on the replacement of the tileThe customer said yes and we asked to see the quoteAt this time the customer was told that we were gathering all the information regarding her job to look at it as a wholeAfter we reviewed all the facts surrounding her job we contacted the customer to inform her that we feel that we did what was needed and that there is no reason for a refund
Initial Consumer Rebuttal /* (3000, 14, 2015/07/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response from Carpet Exchange is false, representing fraud to the Revdex.comMy fireplace stone & hearth were newly installed on 01/02/My new carpet & pad were installed on 01/09/During installation I witnessed carpet layer scratch new travertine hearthI immediately notified my carpet sales person, Lesleigh Parrot by phone, to report all damage to my homeI did not have several contractors in my home, while carpet layed in area of travertineThe old carpet & pad were disposed of on my outside patio & two men (who are contractors) loaded the pad & carpet into their truck, so Carpet Exchange did not have to dispose ofOn 02/21/14, the VP Mr*** & Install Mgr., *** arrived at my home with carpet installers to re-install my carpet on the main floor, as installers who did not speak English were left alone during install on 01/09/without supervision of a "Certified Carpet Installer supervisor and had installed incorrectly, per Shaw IndustriesOn that day, 02/21/14, VP Mr*** was shown all damage that had been done to my home by his installers during the 01/09/installThe attempt to fix my travertine was done on 03/05/I notified Mr*** by e-mail on 03/17/that scratches were still visible on travertineMr*** NEVER came out to re-inspect and ignored my e-mail! I e-mailed him again in later 2014, and he referred me to the CEOCEO referered me back to Mr*** after months had passedMr*** refused to provide me with his liability insurance carrier information, for report of my damageMr*** then lied to me stating the installers were employees of Carpet Exchange and after I asked for liability insinfo, he stated installers had their own insurance, as subcontractorsMy resolution of this claim is to re-imburse me for the replacement of my fireplace stone & labor which was provided to the CEO in March 2015, for the damage Carpet Exchange Installers did to my home!
Final Business Response /* (4000, 22, 2015/09/23) */
Mrs*** was paid for an installer of her choice to fix the scratchTo our knowledge it was repaired to her satisfactionMrs*** replaced her entire fireplace hearth for one scratched tile?? We do care about our customers, and we compensated Mrs*** for her installer to fix the scratchCarpet Exchange did not and would not approve a complete replacement when only one tile was affected
Final Consumer Response /* (4200, 24, 2015/10/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Carpet Exchange (*** ***-VP)was notified, via e-mail, when the scratches on my travertine hearth could not be fixedMr*** ignored my e-mail and caused further delays in a resolution, and would not respond to me, until after I notified the President of Carpet Exchange in DecThe Presidents office requested a bid, and an invoice for the repaired fireplace, and then after another months went by, referred me back to the VP, who refused to cover the repairs for the damage caused by his installersMy travertine hearth was foot wide, consisting of - 18"x18" inch tilesI could not get the same dye lot numbers (after the long delay), and had to replace all feet wide of tiles, on the floorReplacing a 1/foot tile that didn't match the others was not an optionThe face stone sat on my travertine floor, and rows of the 1"x2" stack stone had to be removed to get the new travertine under the face stoneBy then the face stone color was no longer available, and I could not match the dye lotTheir negligence and long delays caused me to have to replace the fireplace face stone and travertine hearth in its entiretyCarpet Exchange certainly understands dye lot issues! Carpet Exchange owes me for the replacement costs, because of their negligence! Mr*** ignored my e-mail and never offered to come out to view the damage that could not be repaired, unless replacedThe office of the President also failed in this claim

Initial Business Response /* (1000, 9, 2015/09/01) */
To Whom It May Concern,
We agree to repair the carpet tiles (using the left over pieces from the original purchase), with the understanding that all commercial applications have a one year install warrantyThe contract on the back of our
receipts are for residential applications and therefore do not apply to this orderThis will be a onetime repair with no cost to the customerWe appreciate the customer's businessPlease contact us directly if you have any questions
Complaint Response Date bumped because: Holiday
Initial Consumer Rebuttal /* (4200, 13, 2015/09/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is a residential installationThe back of my contract clearly states "installations are guaranteed for the life of manufactures warranty"
Final Business Response /* (4000, 18, 2015/10/16) */
To Whom It May Concern,
As an industry standard, all commercial carpets have separate warranties than residential carpetsThe carpet that was purchased is a commercial carpet and therefore commercial warranties are appliedWe have completed the one time repair to which the customer has indicated to the store manager was to his satisfactionSince the repair has been completed we believe that the case should be closed

Initial Business Response /* (1000, 11, 2015/12/17) */
To Whom It May Concern,
We are sorry to hear about the customer's experience with our Golden locationWe are under the impression that the customer install has been completedWe want to let the customer know that we appreciate their business
and to also let them know that we believe that there is some compensation in orderOur operations manager will be in contact with the customer by the end of this week to discuss this matter and to get a resolution for the customer

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Please note that Carpet Exchange did recommend to us that the tile be sealed and did recommend the product that they ordered for us (they charged us for this product and it was clearly listed on the invoice they billed us). They never warned us that there could be adverse affects. We did not want a "do it yourself project" and they should have applied the sealer that THEY recommended and not left it up to us to do. I do find it satisfactory that they refunded us $and look forward to seeing the credit on my credit card bill. In addition, the store manager (*** ***) called me today and said she was ordering us a product called "Cleanse All", which we will pick up from Carpet Exchange when it arrives (to remove the sealer from the tile).I thank the Revdex.com for their time and efforts in resolving this issue since I was unable to resolve it on my own
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
However,the company never told me that it was a special order, no refundable
Sincerely,
*** ***
*

Complaint: ***
I am rejecting this response because:i made multiple attempts and left a message at your aurura location with no response backThis has been the main issue at since the beginningYour location doesn't return calls or follow upIf the only way to get a response is thru an email on the Revdex.com, then yes I will communicate this way.
Sincerely,
*** ***