Carpet Mill Outlet Stores

Initial Business Response /* (1000, 6, 2015/07/14) */
I do apologize that the customer is unhappy with this purchaseSeams are a neccasry evil involved with carpetingSeam placement is left up to the installer as stated on our contractsAlso, we note in our contract and Helpful Hints handout
that no sean is invisbleIf a seam is constructed propoerly that is what we guaranteeThe sales person has gone to the home and inspected the jobHe also sent me picture and I cannot see the seamI also looked at the diagram and confirmed the square footageIf *** *** would like the Manager from the Southwest store come out we could do that alsoBut from all indications it does appear that the job was installed properlyIf *** *** would like some other person to look at this, I could suplly her with the names and phone numbers of Independent InspectorsPlease let me know how we should proceed
Initial Consumer Rebuttal /* (3000, 8, 2015/07/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Included is a photo of the extra sq footage, not including the pile of scraps the installer took with him, which is enough carpet for an entire room, so I will have to disagree that the sq footage was measured properlySecondly are photos of the seam I look at, and I asked that it just be trimmed down, while I understand seams are inevitable, this one is running through my living room and I don't seem to have a seam anywhere else in the homeOdd
Final Consumer Response /* (4200, 13, 2015/08/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
A visible seem that's constructed well? There is obviously nothing that I can say where this will be resolvedI had a bad experience and as a bartender I have and will continue to let people knowWhile I thank you for looking into the matter, eating the cost of $worth of carpet is unexceptable and having a seem visible running horizontally through the middle of my living room is as well
Final Business Response /* (4000, 15, 2015/08/22) */
The customer has two issuesOne being that you can see some seamsThis is very typical of a low tight profile carpetThe good thing is a low tight pile carpet performs very wellWe state in all our literature that no seam will be inveisibleThe is the characteristics of fabricsHerr second concern is that there is an overage in carpetThe measurements where confirmed by me, and I feel we ordered the appropriate amount of carpet for the jobIf we would have ordered less carpet this would have created more seamsThis leads us back to the consumer's other concernI have been told numerous times by consumers that they would perfer us to order additional carpet in order to eliminate additonal seamsI apologize that there is a dissatisfactionUnfortuantely we cannot quarantee that you will not see a seamLighting, direction of carpet, carpet color and other factors play into the visibilty of a seamAnd in this case ordering less carpet, creating more seams would have made that more of an issue

Mr*** came in and made a special order purchase on April 30, He did not notify us for over days after purchase that he had selected the wrong material So when we were contacted he was notified that there were no returns or refunds on special order materials No
manufacturers will normally approve returns after days Mr*** has admitted that the mis order was his mistake, and we did offer a restock fee to take that material back and provide some credit to his reselection This option was not acceptable to Mr***, so he contacted the manufacturer directly They told me they would have a reduce restock fee, and if the distributor would absorb the cost of shipping back there would be no charge for shipping The distributor declined on absorbing the cost on shipping I called and notified the ***'s of this Since they had *** agreeing to all this, I suggested they contact *** and see if *** or the ***'s wanted to arrange and pay for the shipping I had not heard from the ***s for several weeks until Mr*** called me, and I was met with some aggression I explained if he could get *** to figure out the return and freight issues I had no problem returning the material, so he could make a reselection (minus any charges incurred by Carpet Mill Outlet, and the one opened box) Unfortunately Mr*** resorted to name calling and nothing got accomplished I still called him back and said if he could talk to me about this matter without the insults I would talk with him. Mr*** never called back and went and picked up his material If Mr*** arranges the shipping and restocking with *** I would allow him to use the leftover monies paid for a reselection If you have any questions please contact me directly

At this point we would be willing to give Ms*** a refund for This is the amount that another contractor told her he could do the job for If Ms*** is willing to do that she can call me at 303-307-Ext and give me her credit card number for refund We feel at this time no matter what we do it will not work for Ms*** and we feel it is best that we separate from the job

I called the customer myself on 2/7/and apologized for his frustration with our companyAs explained any addition or material needed to complete the job is the responsibility of the purchaserI also sent the customer a email with my contact information to contact me if he had any other needs or
concernsWe did get out to fix the carpet and the customer did sign off on the repair

Initial Business Response /* (1000, 6, 2015/10/15) */
To whom it may concern,
We have been in contact with the customerWe attempted to do a repair but we were unable to correctWe are scheduled to go out on Monday October 19, I am also getting the paperwork in order to make the
appropiate refund to the customerIf they have any further concerns they can contact me directly at (XXX)XXX-XXXX ext
*** ***
General Sales Manager
Initial Consumer Rebuttal /* (2000, 8, 2015/10/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
A refund was issued to us for the carpet that was not installed, and installers arrived as promised to repair the stairsThe carpet looks great
Thank you for resolving this matter quickly and professionally

Initial Business Response /* (1000, 6, 2015/12/17) */
To whom It may concern,
We apologize for the situation and are addressing itWe have a schedule to have an installer to go out and assess the issueHe will make any necessary repairs that are neededIf there are any additional issues we
will address them also
Thank You

As Mrs *** stated the floor is OkAs for the stair nose, the customers dogs are scratching the stair nose as the dogs put more pressure at the edge of the stairThe manufacture does not have a warranty from dog nails on floors or transitionsAs the dogs are learning to walk up and down the
stirs the nails may scratch the stair nose All transitions are made with a different finishing process and this is standard in the hardwood industryIf the customer does decide to have a site finish company come in and stain the stair nose it may happen againAny type of flooring including wood the lip of the stairs takes the brunt of the abuse

Initial Business Response /* (1000, 6, 2015/10/30) */
This is the second time Mrs *** has purchased from Carpet Mill Outletthe first time was in Mrs*** came into the store in March of for this purchase, she told Chris she was not looking to spend muchMrs *** had 143sy to
cover and wanted to be under $4,Mrs *** picked a entry level productWe did send a cutting of her job to the manufacture for inspectionThe manufacture tested six different factors of the carpetStitches per inch,Gauge,Pile thickness,pile density,average pile yarn weight and average total weightAll test came back within standardWe then sent out Saul and he did some repairs but the customer would not let him finish and said they wanted it replacedThe number Mr*** left me on my voice mail was XXX-XXX-XXXX when you call this number it says it is a non working number at DPSDThe consumer is welcomed to call Mohawk who is the manufacture at XXX-XXX-XXXX if they do not agree with the results of the testingWe can only follow what the manufacture tells us to doThe claim was declined
Initial Consumer Rebuttal /* (3000, 8, 2015/11/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this response because an accurate sample needs to be sent to Mohawki would like Carpet Mill to come and get the samples that are actually damaged in my homeNot a sample from leftover piecesI want the flawed pieces cut out of the carpet that is already in place and sent to *** I will also contact *** to tell them about the pieces that would be sentWhen the carpet is replaced is when I feel this situation will have been resolved
Final Consumer Response /* (4200, 12, 2015/12/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If Carpet Mill does not wish to come and get a new sample I will need them to at least come and tack down the carpet that I have and fully install it so the job will be completeIn the meantime I will contact Mohawk
Final Business Response /* (4000, 14, 2015/12/14) */
We will have someone contact customer to come out and tack carpet down.If customer kicks installer out we will not send anyone againThis is the second time an installer has gone out for same reason

Complaint:
I am rejecting this response because:HAHAHAHAIs the business serious with this response? In their response days ago (Apr), they claimed that they are not able to get in contact with the new home owners about replacing the defective carpetNow they're saying that the carpet was in fact replaced on Apr 14th, which is days before their last response to this complaint!!! So they are either blatantly lying, or they clearly have no idea what they're talking about at any given moment and continue to prove their incompetenceThis is just another display of their poor and unprofessional business practices.As for the statement that claims take approximately weeks, that's a cool story broOurs took approximately weeksWant to know why? I'll say it againIt's because they lost the photos of the damage and we didn't find out until months later when we had to call them to ask of the statusThe business then asked us to take new photos for them!!! I have stated this several times now, but somehow the business continues to just ignore and gloss over that factThe pattern of us always having to contact the business to find out anything was the normAt no point did they reach out to try to solve anythingIf they had not exhibited gross negligence in handling this matter, the claim may have very well been done within weeks and everyone would have been satisfiedBut they didn'tEven despite several concerned calls from their customer
Sincerely,
*** ***

I am rejecting this response because: I showed *** the damages and told him about putting three boxes of wood without my permission to take them to warehouse*** told me he will pass on these complaints to *** supervisor of installers and will get back to me*** never followed up on this
Sincerely,
*** ***

Initial Business Response /* (1000, 6, 2015/06/10) */
To whom it may concern,
I apologize that are at this pointI had *** the store the Manager call and verify the carpet amountIt appears that there was an over shipment by their manufacturerSo as far as I know that issue is handledAs
for the wood staircase, I have another installation crew looking at this job todayThey will get back with me to see what needs to be done to correct this situationWe will be in touch with the customer to rectify this situation
Initial Consumer Rebuttal /* (3000, 8, 2015/06/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
To whom it may concern,
I also apologize that we are at this pointI tried to bring this matter to the attention of your employees prior to going to the Revdex.com but was ignoredYou left me with no choice and I can promise I am not going away until this is resolved in a fair and acceptable mannerThe new installation crew has come out to assess the incorrectly installed stairs and determined that they will need to be completely torn out and re-doneIn their professional opinion this is the worst installation job they have ever seenThey have tried to call your company multiple times but cannot get anyone to return their call and approve the workOnce the work is approved it will be 5-weeks before they are able to fit me into their scheduleAs far as the carpet goes I'm sorry but I refuse to take your word that the excess carpet is due to an overshipment as I have not been provided with an itemized statement to show what I've paid for and you have proven over and over that you don't run an honest companyMy requests are as follows: (1) Call the new installation company and approve the work to be done as they see fit (i.etearing out the incorrectly installed stairs and completing the job correctly), (2) provide an itemized receipt of the price originally paid for the job to prove that the correct amount of carpeting was ordered including any supporting documentation (if a surplus was ordered I request a refund), and (3) provide a refund/discount to the original purchase price to account for damage caused to baseboards, walls, existing hardwood floors, time taken off work, and inconvenienceI am willing to get a total quote of how much it will take to fix all the damage but I refuse to pay the full original purchase price because I did not receive the services I agreed to pay for and your subcontractors destroyed my homeYou vouched for your crew multiple times after I brought up my concerns so you should take responsibility for the damage they causedBased on conversations with contractors I've spoken with over the phone the damage likely exceeds $I believe a 50% discount to the original purchase price is fair provided that the stairs are actually redone correctlyI am shocked and appalled at the service you have provided and the lack of responsibility you seem to take for thisIt is completely unacceptable
Final Business Response /* (4000, 10, 2015/07/14) */
We do apologize for the way the wood floors were donewe had a subcontractor do the workHe had done several other wood jobs with no problemsHe used a helper and that did not make this job turn out properlyWe are in the process of replacing the jobWe are trying to make sure we have the proper crew to do the replacementThe crew is working to secure a date and we will get this correctedAs for the carpet overage I thought this had been handled by the store managerI will contact *** *** this coming week and set a time up to go look at the jobsiteWe will look at the damages and remeasure the carpet areaThe company postion has been and will always be, if the job is done wrong we will make it correctAs in this case we will have to remove all the wood that was installed and re-install all brand new wood on all the stepsI will contact *** *** for a date for this inspection

First I would like to apologize to the customer for this problemYes Ben did forget the labor on the jobWhen we figured it out we did have Ben contact the customerThis was a human mistake and the customer is correct the contract states any addition material and or labor necessary to complete
the job are the responsibility of the purchaserThis was all due to math errorWe can not sell a job under costWe did refund the customer his money

Complaint: ***
I am rejecting this response because: Not having the metal around the tile is very commonThe carpet installer should have been careful when he noticed the there was not any metal thereAlthough this is the original tile from it was in very good shapeIf it was so sure to be broken because it did not have the metal it would have already been brokenThis was the 8th time I have replaced the carpet since I purchased the condo in and placed it in service as a rentalI never had a carpet installer mention the metal strip or damage the tileCarpet Mill should hire professional installers that do not cause damageCarpet Mill needs to replace the four foot by four foot entry way they damaged by being careless and unprofessionalThey first denied doing the damageThey are still trying to place the blame on anything they can think of instead of taking responsibility
*** ***

I am rejecting this response because:  Carpet Mills is not showing any accountability of their poor workmanship. Lowes and Carpet Exchange employees also commented on the bad workmanship. And were surprised at Carpet Mills honesty and did not understand why 3 boxes were loaded into truck without consulting me. I have sent info to my attorneys and I am not shocked at Carpet Mills not talking or apologizing about why 3 boxes ( I paid for them) were loaded into truck (dishonesty) and were being hauled to ware house and thank the lord I stopped it. Never 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 now. Let me see if Carpet Mills sings same song under oath.
Sincerely,
[redacted]

This is normal for this pad. The only reason we offered to replace the area was as a good faith gesture. We can provide a independent inspector name and number and the customer can hire them to inspect the pad. If it is deemed to be a pad problem we then can file a claim with pad manufacture and can get the customer reimbursed for the inspection cost if it is a mill issue.

Initial Business Response /* (1000, 6, 2015/07/14) */
We are aware of this situation. We have spoke with the sales person in great detail on this matter. He had measured the job and tried to figure it impromperly. He explained he was trying to use as liitle carpet as posiible to keep the cost...

down for the customer. In doing so we explained that this was not the right thing to do. He should have figured it with a larger amount of carpet. We did order the additional carpet and have had it installed. It was a Special Order carpet so there was a delay. For this reason we did not have the customer pay for this additional carpet. Our contract states that any additional material and labor needed to complete the job is the customer's responsiblity. We did not ask for that in this matter. We have provided and insatlled the carpet that should have been $324.13 more. This is the monetary compensation that [redacted] was speaking of. We do apologize for the mistake, and have used this as a training point with the sales person. He truly was trying to do a good deed and trying to save the customer money but in the end only caused an unpleasant situation. The carpet is installed and the job is completed.
Initial Consumer Rebuttal /* (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 customer. There was finger pointing, the blame game, and passing the buck, instead of ownership of the fault. We had to constantly call in order to get any action on the company's part. We are grateful that we didn't have to pay for the mismeasurement on the salesman's part. But 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 20 days. We are not satisfied with where this has been left and it is unacceptable.
Final Business Response /* (4000, 10, 2015/07/30) */
We apologize for the situation. We did make mistakes on this order and regret that this happened. Unfortunately humans do make mistakes. As I explained the sales person tried to cut back the amount of carpet to keep the cost down to the customer. This 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.

If Mr. [redacted] would like to send me pictures of the damages.  Also, if he could provide the name of the other Carpet Mill Outlet Stores employee that saw the damage. He stated in his original complaint that one of my other employees,other than [redacted], also witnessed the damage. I would look it to the matter more.  If he can not provide this information I will have a hard time looking into his claims in greater detail.  If Mr. [redacted] would like to talk with me directly he may do so.  My number is [redacted] Sincerely[redacted]General ManagerCarpet MIll Outlet Stores

Complaint: 11294942
I am rejecting this response because:We were more than happy to pay our bill in full had we received even low-moderate customer service. After 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 claim. We repeatedly had to call and deal with an incompetent manager who seemed to have either the inability or unwillingness to help us. In the end, it took more than 3 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 time. This does not excuse the fact that the photos of the damage were apparently lost and no one did anything about it until it was 2 and half months too late. How 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 2 weeks. Had 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 payment. Not 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 occurred. Who 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 company. I 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]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11135131, and find that this resolution is satisfactory to me.
After the inspector looks at the carpet I expect to have further action taken.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:We were never contacted by Carpet Mill or their installers. That 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 $3500 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 accountable. They 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]