Carpet Exchange

To Whom It May Concern,             I have attached copies of the receipts showing the grand total of the order being $2,421.34. However I see now that there is a deposit of only $2,168.47. On 9/15/16 there was a credit ran by the store in the amount of $2,168.47 (also attached). As I stated in my last response the customer was refunded in the form of a check request. The checked was mailed out on Thursday September 15th, 2016 to [redacted] as the customer requested. The check should be arriving any day now and if the check does not arrive by Thursday this week please let us know.

To Whom It May Concern,We are always wanting to do what is fair with any issue that arises. In this case there was a hole discovered during installation.  When this happens the solution is to replace the area that was damaged. In order to replace the carpet in the closet there is a seam where...

the closet meets the room. This is a normal everyday installation practice. There are no notes indicating that the customer requested no seam in this room. Even during the discussion with the store manager when the customer went into the store to discuss her order - this was not discussed. At this time our operations manager, [redacted], will contact the customer directly to discuss further. Thank You,[redacted]

To Whom It May Concern, As a company we understand the importance of discussing humidity or lack thereof and how it could affect flooring. All of our sales people are trained to discuss this with every customer that is looking at solid wood floors, engineered wood floors, etc. We stress the importance of informing every customer since we know what the outcome could be if the floor is not properly taken care of. The sales person in question has been with Carpet Exchange since 1994 and has sold many solid and engineered wood jobs over the past 22 years with no complaints in this regard. This product does come with a manufacturer’s warranty which will cover manufacturing defects such as a defective finish, defective locking mechanism, etc. The warranty does not cover site related issue(s), the independent inspector concluded that extreme low humidity (a site related issue) to be the cause of the problems with the floor. The independent inspector uses a mathematical equation to determine the humidity in the floor. Using this proven method an inspector can determine how long the floor has or has not had humidity. I have included a picture of signage that we have in all of stores, this is another way that we try to make sure our customers are aware of the effects that their surrounding can have of a floor. A lot of companies out there would say that due to the findings of the independent inspector the customer has no recourse. However Carpet Exchange has stated, if the customer would like to obtain his own certified independent inspector then he is welcome to do so and we would be open to this inspector’s findings.

To Whom It May Concern, We want to apologize to the customer for their experience. We generally do not recommend a sealer due to this reason and we understand where the customer is coming from. We agree with the customer and we feel that the desired settlement is fair. We have refunded the customer...

$400.00 and applied this refund to the card that was used for the purchase. If the customer has any questions at all me contact me directly. Thank you and have a wonderful weekend.

To Whom It May Concern,                 At the point when [redacted] told the customer that our price is $5.99 s/f to install due to the customer living in a high rise, the customer had the right to cancel the order. Instead of canceling the order she decided to move forward and therefore accepted the price of $5.99 s/f for installation. The installer that was assigned to this job is of no secret. This installer has worked with Carpet Exchange for many years and we can assign him to any job.  As with any installation, the installer will use his/hers best judgement when it comes to the best way to install any material. The home’s subfloor is slanted at such a degree that if we were to level her floor completely the front door could not open (we are estimating that there would be a 3” height increase, and again this is at a height that a contractor should be involved not a flooring company). I have attached a copy of the customer’s bill to show that the customer was not charged for installing bullnose. If the customer has a receipt showing that she was charged for the bullnose then we would be happy to refund her. When it comes to the check that the customer wrote wrong, [redacted] must have noticed this right away as well since he discussed doing additional work (according to the customer’s response on line #4). If she preferred to rewrite the check she could have, however she choose not to.  [redacted] did paint this area in the first color that the customer selected, however the customer ended up disliking the color and therefore hired another contractor to repaint.  As a gesture of customer service we refunded the customer a total of $150. This credit included the reimbursement for not putting the refrigerator back into place (original charge was $35). And since we never charged her for the installation of the bullnose (see attached invoice) there is no additional compensation needed.   The customer has stated the tile installation “looks nice” and our general manager inspected the install and concluded that the installation was done properly. The customer is unhappy with the “bad slant detracting from the selling price”, again we are not contractors. We improved the slant as much as we could and installed the tile correctly. Therefore we feel like we have fulfilled the contract and we do not see a reason to discount the order further.

To Whom It May Concern, The store manager, sales person, and one of our corporate employees have tried to contact this customer to see if there were any additional repairs needed to get the job complete. However we have had no response, therefore and Intent to Lien was sent to the customer to inform...

them what the next step would be if the line of communication continued to be unanswered. We have no problem getting the repairs needed done, however we will need the customer to communicate with us in order for us to get this done. I would be happy to speak with the customer direct to resolve all of the issues or we can communicate through the Revdex.com so there is a record of what is being done.

To Whom It May Concern,As the customer mentioned in their complaint they choose to go from a laminate product to a solid wood product. These are two totally different types of flooring. A laminate is a multi-layer synthetic floor that has a wood veneer to...

simulate a wood look, while a solid wood floor is a solid natural material. Therefore these two items will never be in the same category nor will they have a similar price point. If a solid wood product is priced at the same price point as a laminate product there is a reason, and in this case there is. The solid wood that the customer selected is a Cabin Grade product. Cabin Grade products are the lowest grade of material and it comes with saws marks, worm holes, knots, and short boards. We always want our customer to understand what they are purchasing so not only do we explain this during the selecting process but we also have signs on all of the Cabin Grade products that go into detail about the product itself and what to expect. Since these products are Cabin Grade the manufacturers that we purchase them thru ship us the material in any type of box, the product in the box is the same. I do apologize for the boxes being different than what one may be use to getting, but this is normal for a Cabin Grade line. We can always provide the Revdex.com with copies of purchase orders to ensure that the product the customer received is new. We have looked over this order and since the customer did get what was purchased we do not see any reason for any refund. Please let me know if you have any questions.

To Whom It May Concern,We have a new store manager in place at this location. She is aware of the issues and has scheduled a repair for Wednesday March 2, 2016 with a different installer than the original one. We are sorry for the frustration the customer has experienced with our sales person and we...

have used this complaint as a learning opportunity. We look forward to getting this taken care of and will update the Revdex.com on the outcome of the repair.

To Whom It May Concern,First I would like to apologize to the customer; we should have had this repair completed in a reasonable time frame. I have spoken with the customer and we have agreed to re-order her carpet to fix the stairs. This will not be charged to the customer and as soon as the carpet...

arrives I will contact the customer personally to set up the repair and to ensure the repair is completed. I will also keep the Revdex.com updated when the job is complete.

Initial Business Response /* (1000, 16, 2015/11/10) */
To Whom It May Concern,
We are sorry for the delay in completing this project, however it is to our understanding that everything contracted through Carpet Exchange has been completed. When work is contracted through Carpet Exchange we have...

records showing not only the products purchased but also any labor contracted through us. The customer contracted work outside of Carpet Exchange and this is the work in question, the finishing of the banisters and railings. If the customer is not able to contact the contractor that he hired then there is always an option of filing a law suit against this contractor to be reimbursed. Since this work was not contracted through Carpet Exchange then Carpet Exchange cannot be held accountable. In regards to the hardwood floor gapping, the customer is welcome to get an independent inspector out to inspect the floor. Keeping in mind that majority of the time gapping is caused by a lack of moisture in the air and being that we live in a dry climate having a humidifier running at all times is necessary in maintaining the hardwood floors, this was discussed with the customer. Since the customer contracted this additional work through an outside contractor we do not feel that we are responsible for this portion of the job.

To Whom It May Concern:I believe there is come confusion. The store has already issued a check request in the amount of $2421.34 which will be mailed to the customer directly. We do apologize for the delay and we appreciate the customer trying to work with us this long. If anything else is needed...

please do not hesitate contacting us. Thank You,[redacted]

Complaint: [redacted]
I am rejecting this response because:  I was totally misled to buy carpet based on my [redacted] vacuum to which it does not work.   I just purchased a $500 vacuum but got it on sale for $300+.  I am really upset with the dishonesty in which this transaction occurred. In fact the friend that was with me who was a former carpet saleswomen wants to go back and ask the sales rep why she treated us this way.  I can send a pic of the invoice I just paid for a new vacuum that I didn't need to buy if the sales women had been honest, especially given her many years at the store. I also had to adjust the invoice as she added the more expensive padding even though she told us in the store we didn't need it that the $5.99 pad was sufficient. 
Sincerely,
[redacted]

To Whom It May Concern, After speaking with the customer and reviewing the order I do want to apologize to the customer for her experience.  It does appear that the granite remnant was sold and there is no excuse for this. We have made some policy changes to ensure that this does not happen to...

another customer. The customer has been refunded and if there is anything that we can do to make the customer’s experience better please do not hesitate to ask.

Complaint: [redacted]
I am rejecting this response because:I want to renew my request for a refund.  Not a third installation. A REFUND, which is the only way to make this right.  I have significant concerns about both the product AND the installation, given the two experiences I've had so far.  In the first instance, the product was defective, and in the second instance, the installation was defective.  Regardless, I will be forced to have a) the same product installed, and b) Carpet Exchange's agents/installers do the installation if I accept the business' proposal and response. Problems with both of these things have resulted in where I am now: a floor over a year later with gaps, bowing, and holes in it.  I have not had a good experience with Carpet Exchange, or any of their agents, including: a measurer, a delivery service, an installer, an inspector, the same installer again, the same inspector again, another installer, and finally the last set of inspectors.  With regard to all of them--except the most recent inspectors--I have had SERIOUS concerns about the job they have been doing, leading me to assume that Carpet Exchange's agents are part of the problem.  Carpet Exchange has a duty to stand behind their agents' work, and that has not been done to my satisfaction.  What will make a third installation of the same product using the same agents different? I have taken time off from work to deal with all of these installations and inspections, and I am not willing to have a third installation of the same product done again.  I've tried that once already and it has not worked.  At this stage, a refund is all that will satisfy.  It's a little over $1400, and it should not be this hard to request a refund.Sincerely,
[redacted]

To Whom It May Concern, The store manager has been in contact with the customer and is going to go out to the customer’s home with the rep in order to get this claim approved. The manufacture is requesting this action to be done and will not accept pictures as proof. As soon as we get the...

manufacture to approve this claim we can move forward. Until this is complete I am always here and can help answer any questions the customer may have. We will keep the Revdex.com updated with the progress.

Complaint: [redacted]
I am rejecting this response because:This company has 60 complaints with the Revdex.com over the past 3 years, has horrible reviews on [redacted] and various other consumer review websites yet makes standing behind this sales person's 22 year "reputation" given their repeated disregard for customer service the stronghold of their argument? The sales person we worked with never told us anything about humidity levels, or for that matter what to use to clean the floors with, or even a simple follow up with us after our $10,000 floor purchase was installed to see if we were satisfied. He got paid, Carpet Exchange got paid, and that is all he and they cared about. He, and Carpet Exchange are lying if they say otherwise, which is no surprise with the awful customer service reviews they repeatedly receive. Given they will not return phone calls, turn their back on their customers when anything goes wrong, and flat out lie when a problem arises to protect themselves motivates me to be very vocal about their atrocious treatment of people who pay their bills. The best way to tackle companies that treat consumers unfairly is the power of word, and the Revdex.com, Yelp, Facebook and other social media outlets are perfect opportunties to combat terrible service and product so others can make informed decisions, I wish we would have.The current manager of the Parker Carpet Exchange told me directly that she doesn’t even mention humidity to customers since pre-engineered hardwood flooring does great in Colorado and the report was odd and she had never seen one like that before and 0% humidity seemed wrong. I have a friend who, sadly for them, chose Carpet Exchange for their hardwood floors recently and I asked him if he was ever told to get a whole house humidifier or his floors would start falling apart and he said no, no one said anything about humidity, exactly the same experience we had. I have warned them about this cheap flooring and his pending fate of a floor falling apart as well.However, as I have stated, I will be using an independent inspector and a lawyer to get my money back. 
Sincerely,
[redacted]

I have been researching your order/installation and here is what I have complied so far. The issue with the first floor was determined to be a manufacturing defect by an independent inspector. To which we replaced the floor at no additional charge. Once the gaping issues arose with the second floor...

we hand an independent inspector inspect the flooring to determine what was casing the gaping. The inspector concluded that the floor has installation related issues (floor not leveled correctly during floor prep) to which can be repaired and the floor looking new. I believe the store manager has offered to make this right for you completing the repair, and we are still standing behind this offer. No matter if the repair requires one spot needing leveling or the entire floor needing leveling. It is important to get this step correct I order for any floor (no matter where it is purchased) to work in the space. We have not shied away from wanting to make this right and we will not start now. Please contact me directly at your convenience to get this matter resolved.

(The consumer indicated he/she DID NOT accept the response from the business.)
While taking some of the blame for cancellations of appointments, no consideration by the business to take into account that we have a newborn in the house (told to the business) which should have provided some leniency and understanding. This issue dragged on for 7 months, 3 of which were while we were waiting for the due date of our baby so this could have been resolved before the baby was born. Also, the multiple attempts at repair meant we had to disrupt our schedules to accommodate and no effort was made by the management of the store to find a solution without my prompting to get it done. The final installer that closed out the job was able to do the work as described, in the time described and to the standard Carpet Exchange promises.

To Whom It May Concern, After reviewing the complaint here is what I know, the salesperson was told that the material was in stock by the manufacturer. Once the order was placed the sales person went to do a status check on the order and found out that the order was put on back order by the...

manufacturer and therefore pushing the job out. We do understand that this can be frustrating, however this is something that is beyond Carpet Exchange‘s control. The customer has stated that there are missing pieces and a hole in the carpet, however when the sales person and store manager have tried to address these issues they are given a different story. Carpet Exchange has no problem repairing any issue with product or install, so if the customer would like to tell us what we can fix then we would be happy to do so. I have attached a copy of the customer’s orders showing a $0 balance. In regard to the over charge of $1000, we had to order additional material to finish the job. To order material we have to put it on an invoice so that we can account for the material once it is received, however it was explained to the customer this was not charged to them. If the customer has a charge for this additional material we would be more than happy to address. A letter was sent to the customer stating that if they did not pay their bill then a Property Lien would be recorded with the county. Since the customer called and paid their bill we have not submitted the paperwork to the county, therefore no lien has been processed. I believe we have addressed the customer’s desired resolution, however if there is anything we can do please let us know.

Initial Business Response /* (4000, 11, 2015/07/23) */
To Whom It May Concern,
We are sorry for the experience that the customer has had with our install department. We will use this experience as a training tool to better our company.
During the install process it is entirely possible that our...

installers cut the internet connection without knowing that they did. Even though we believe our store's offer of $100 was reasonable we also believe that what the customer is asking for is not unreasonable and therefore we are agreeing to discount the customer's total of $350 (50% of installation charge - as requested). This would be considered final settlement. And once again we apologize to the customer for the lack of customer service that was received.