Carpet Mill Outlet Stores

To Whom It May Concern I do once again want to apologize for this situationWe do try and provide quality workmanshipAnd occasionally even our best installers make mistakes With that said, we did have issues with the way the baseboards were initially re-installedWe tried to allow the initial installer to correct his errorWhen that was not done properly we did send out someone else to make the correctionAnd in a conversation with MsPriddy, she stated that this was done to her satisfaction The issue that remains is damage to painted walls and a baseboard that was replaced that needs to be paintedAs I explained, these are typical occurrences when doing this type of workIt is explained in all our paperwork that this is the customer responsibility to touch up paint, The customer feels that the damage was excessiveI do not feel that it is my place to authorize such a large charge to the installerSo what I have done is contacted his insurance to address this issueI filed the claim todayThe claim info is as follows Amtrust Phone Number 1-877-207- Policy number [redacted] I will follow up with this and advise of any results I get Complaint Response Date bumped because: Data Base Migration

I am rejecting this response because: Carpet Mills is not showing any accountability of their poor workmanshipLowes and Carpet Exchange employees also commented on the bad workmanshipAnd were surprised at Carpet Mills honesty and did not understand why boxes were loaded into truck without consulting meI have sent info to my attorneys and I am not shocked at Carpet Mills not talking or apologizing about why boxes ( I paid for them) were loaded into truck (dishonesty) and were being hauled to ware house and thank the lord I stopped itNever do busuiness with Carpet mills.I am not entertaining Carpet Mills singing the same song need name of the Carpet Mills employee.I will file complaint with Attorney General's office nowLet me see if Carpet Mills sings same song under oath Sincerely, [redacted]

Complaint: I am rejecting this response because:We were more than happy to pay our bill in full had we received even low-moderate customer serviceAfter initial notification of the problem on Jan 14th, at no point did anyone from the company reach out to us to let us know the status (or lack thereof) of the claimWe repeatedly had to call and deal with an incompetent manager who seemed to have either the inability or unwillingness to help usIn the end, it took more than months for the problem to be somewhat resolved!Having dealt with insurance claims in the past, I am well aware that insurance matters do in fact take timeThis does not excuse the fact that the photos of the damage were apparently lost and no one did anything about it until it was and half months too lateHow did you possibly submit an insurance claim without any proof of damage!? Upon receipt of the new photos (which we had to take ourselves and give to the company) the claim magically gets processed within weeksHad we not reached out to you in the first place, I am certain we would have never heard a word back from anyone about anything and you would have only received half the paymentNot to mention the fact that the GM himself told me that the store mishandled the payment anyway, as it should have been paid in full before installation occurredWho in their right mind pays for a product/service before it's completion!? Clearly the management at the store has no clue how to do their job.In all honesty, I have no expectation to receive anything back from this terrible companyI just want to do my due diligence in making sure as many people as possible don't ever consider giving this trash heap of a company their business Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because:We were never contacted by Carpet Mill or their installersThat is why I did everything in e-mail in our final dealings with them so I would have a record of what was recorded and why I have gone to the Revdex.com for help Our sale person, [redacted] has all of our contact phones: cell numbers, home phone, my work number,and my e-mail as well Why didn't carpet Mill leave a message? It's not surprising to me that they are blaming others for their lack of integrity, trustworthiness and reliability As stated before, I have no confidence because just like they blamed the manufacturer and stated we needed to pay for the remaining $balance before they would replace the defective carpet, they will say they have given us an installer to fix the stair issue so they will not have to be accountableThey will blame the installer and tell us to work with them Are the installers [redacted] gave us Carpet Mill employee's? We do not want the carpet pulled up, as it could easily unravel Someone will need to go underneath the stair to fix the squeak issue and it sounds like he is just sending out carpet installers to tear up the carpet Sincerely, [redacted]

As far as the claimWe do not make the product so we have to have the manufacture involved when it comes to any claimCarpet Mill Outlet does take the steps to take care of every manufacture issue The manufacture asked us to get it steamed to see if it was a roll crush issueAfter that was done and it did not take care of the problem we then spend a claim for replacementThe manufacture can send a private inspector if they feel they need more information Unfortunately a claim is never a fun processClaims can sometimes take a long time to get resolvedNow that that is complete and we have the stair issueWe did give the service request to the installer and the installer should be in contact with the customer soon

We have opened a mill claimThe mill has to decide what to doThe mill has a right to send out an independent inspector This can take up to six weeks as the have to contract out through a third party inspection service We only can move as fast as the mill moves on this

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I think the company 'weaseled' out of their deal by only refunding the amount from my second opinion bid, but I'm tired of dealing with this situation and need to move on when the life Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: this was not a resolution this was a phone call full of excuses Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 6, 2015/07/14) */ We are aware of this situationWe have spoke with the sales person in great detail on this matterHe had measured the job and tried to figure it impromperlyHe explained he was trying to use as liitle carpet as posiible to keep the cost down for the customerIn doing so we explained that this was not the right thing to doHe should have figured it with a larger amount of carpetWe did order the additional carpet and have had it installedIt was a Special Order carpet so there was a delayFor this reason we did not have the customer pay for this additional carpetOur contract states that any additional material and labor needed to complete the job is the customer's responsiblityWe did not ask for that in this matterWe have provided and insatlled the carpet that should have been $moreThis is the monetary compensation that [redacted] was speaking ofWe do apologize for the mistake, and have used this as a training point with the sales personHe truly was trying to do a good deed and trying to save the customer money but in the end only caused an unpleasant situationThe carpet is installed and the job is completed Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/07/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) Their response sums it up: their salesman made a mistake and at no time did they try to make it right with the customerThere was finger pointing, the blame game, and passing the buck, instead of ownership of the faultWe had to constantly call in order to get any action on the company's partWe are grateful that we didn't have to pay for the mismeasurement on the salesman's partBut it does NOT address the unprofessionalism, the worst customer service we have ever experienced, or the inconvenience of having three different installers we had to be home for, repeated follow up calls, and bare stairs for daysWe are not satisfied with where this has been left and it is unacceptable Final Business Response / [redacted] (4000, 10, 2015/07/30) */ We apologize for the situationWe did make mistakes on this order and regret that this happenedUnfortunately humans do make mistakesAs I explained the sales person tried to cut back the amount of carpet to keep the cost down to the customerThis has been a teaching experience for the sales person and cost him monetarily as well as the company for the additional carpet that was needed and the inconvenience that this caused

This is the second job the customer purchased from usBoth jobs customer got the same padThis pad has a plastic coating to prevent pet urine and also spills from getting into the pad and your subfloorThe customer had the same thing happen on the first job so when buying the second time the customer got the same pad

As per our contract Terms and Conditions with Mr [redacted] , "The purchasers acknowledges that this contract constitutes the entire agreement between the parties and that no promises or representations have been made which do not appear in said contract" No where on the carpet is there any notes of this underlayments With that said the customer purchased a moisture barrier that I and others at my company have never heard of I was going to try and do some research on this material but after reading their complaint I feel it is in the best interest to let the customer purchase carpet elsewhere With this unknown product I do not know whether the installation or carpet can be warranted I am asking that the Mr [redacted] pay for the hours of labor we provided to install the tack strips The cost of this is $ If Mr [redacted] would like to agree to this we can get the appropriate paperwork to him for the refund of $1000.If they would like to remove the un-approved underlayment we would be able to install the carpet as contracted and would warrant the install Also, the manufacturers warranties would also be in place

I talked to Mrs [redacted] myself not [redacted] about the shluter metalAs I explained anytime a tile setter sets tile it should have the shluter metal to protect the exposed edge of the tileIt also allows the carpet installers to tuck the carpet up to a flat edged as most tile is not rectified I told Mrs [redacted] that just because carpet had been replaced before and it did not break does not mean it would of not broke at some pointI have seen tile without the proper shluter break the first time carpet got tucked to it and I have seen it never breakThe fact is the tile setter never finished the tile the proper wayI did tell Mrs [redacted] we would replace the floor at cost to help her out because there is no left over tile to replace the one tileWe are more then happy to help the customer but are not responsible for the cost of the tile entry due to the fact that the tile was not finished in the proper way

Complaint: I am rejecting this response because:I'm not really sure if the business' response is directed towards me or the Revdex.comRegardless, We never felt like we didn't need to pay for the carpetThat's insaneI'm fully aware that you have to pay for goods/servicesBernie Sanders isn't President yetWe did however feel that paying full price for faulty product makes absolutely zero senseSince the product we received was clearly faulty, we were willing to make a final payment at some sort of discounted priceThat was never presented to us as an option, and instead we were met with hostility and demandsAnyway, the carpet has in fact been paid in full, so I'm not sure what this talk of, "future claims against Carpet Mill Outlet Stores" is all aboutIf they mean giving terrible reviews and never recommending their service to anyone, well that's never going to stopAdditionally, the new replacement carpet was not approved for install until days before the house was no longer going to be oursThis was a direct result of terribly unresponsive/uncaring, negligent, and unprofessional customer serviceAgain, if an insurance claim had been made on time, we wouldn't have had a problemAll other excuses being made by the company are irrelevant.As far as the business reaching out to us in order to install the replacement carpet, this was not done until after the house was no longer ours and we had moved to another cityAt that point, we had no control over the property and were never in contact with the new ownersThankfully, our business with this terrible company was finished and we were done banging our heads into a wall trying to deal with themI will not accept any of the excuses made by these jokers Sincerely, [redacted] ***

I first would like to start off by apologizing for the frustration the customer had We run crews a day and we will have time to time installers call in sick or have truck problems It is something we can not always avoidAs far as staples left on the job per our Helpful Hints guide number states that " Installing carpet is bound to result in pile of clippings, threads,tacks, etcWe will clean up as much debris as possibleHowever we do not vacuum."As for the scratch on the wall, backing of carpet is bound to scratch not only a wall time to time but as well as baseboardsIn our Helpful Hints guide we recommend to always have touch up paintOnce again we do apologize for the frustration but installing carpet is a form of construction and sometimes can result in a bit of debris

Revdex.com: We have reviewed the response made by the business in reference to complaint ID [redacted] We find the response disheartening, because we were assured not once (at the point of purchase), but on two different occasions (also during the time the measurements were taken) by the Lakewood store manager that the underlayment--of which we described in detail, provided the name of, and even showed the product website to the store manager at the point of purchase--would not pose a problem for the carpet installation.We also feel that $for hours of labor and tack strip materials seems high.However, we will accept the credit of $1,offered by Carpet Mill and will pay $for the labor that was performed to install tack stripWe will consider this matter resolved upon the receipt of the refund of $1,The initial payment was made via credit card and the refund can be issued to that same card Sincerely, [redacted]

I hope Mr. [redacted] understands that Carpet Mill Outlet is the retailer but does not manufacture or warrantee the product. We had to file a claim with the manufacture on behalf of Mr. ***. A typical claim takes approximately six weeks to be approved. Once the house sold and the claim had been approved by the manufacture we contacted the new home owner because the manufacture did not want to leave a defective product in the home. The carpet was replaced on 4/14/16.

Mr *** states in his rejection that *** said we would fix or credit the appropriate amount on star repairWe are trying to fix my installer has called the customer multiple times and has not got a response backOnce again we are more then willing to fix but the customer is not wanting us to Please have the customer call ###-###-#### and talk to *** my install manager to schedule a time to have installer out to fix problem

Initial Business Response /* (1000, 6, 2015/08/24) */
To whom it may concern,
In response to Mr***We have received approval for partial refundWe able to return the un open boxesAs you will see by the attached pictures, almost all the boxes were opened and cannot be resoldThis
material was returned to our warehouse and dropped off in the warehouse without permissionWe would be happy to issue the credit for the material that is returnableHe will need to set an appointment to come in and sign a change order completing this orderHe will also need to pick the material he dropped offOnce all this has been completed we will credit him for the returnable materialThe total credit will be $

To Whom It May Concern, We have looked into this matter and are in the process of filing a Service Request with the manufacturer The customer has concerns about the performance of the carpet This would be a matter for the manufacturer As our contract states, we are
responsible for the installation and the manufacturer holds the warranty for the performance We will be requesting them to do there due diligence to look into this matter. This process does take some time It can take several weeks for this process Once we have further information we will be in touch with the customer

Complaint: ***
I am rejecting this response because: When the problem started with the first area it was barely noticeable and only in one small confined areaYou guys did inspect it and said it was not and offered to replace that padLike I said the noise was not bad at that time that is why we purchased the same pad on the next jobNow the problem has gotten much worse and can be heard everywhereI cant believe you guys are going to tell me this is "normal" when you have not even had anyone come inspect the problemI feel very strongly that if you inspected the problem you would not tell me it is normal
Sincerely,
*** ***