Carpet Mill Outlet Stores

I talked to Mrs. [redacted] myself not [redacted] about the shluter metal. As I explained anytime a tile setter sets tile it should have the shluter metal to protect the exposed edge of the tile. It 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 point. I have seen tile without the proper shluter break the first time carpet got tucked to it and I have seen it never break. The fact is the tile setter never finished the tile the proper way. I 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 tile. We 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.

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. [redacted]. 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.

I first would like to start off by apologizing for the frustration the customer had.  We run 40 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 avoid. As far as staples left on the job per our Helpful Hints guide...

number 13 states that " Installing carpet is bound to result in pile of clippings, threads,tacks, etc. We will clean up as much debris as possible. However 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 baseboards. In our Helpful Hints guide we recommend to always have touch up paint. Once again we do apologize for the frustration but installing carpet is a form of construction and sometimes can result in a bit of debris.

To Whom It May Concern
I do once again want to apologize for this situation. We do try and provide quality workmanship. And occasionally even our best installers make mistakes.
With that said, we did have issues with the way the baseboards were initially re-installed. We tried to allow the...

initial installer to correct his error. When that was not done properly we did send out someone else to make the correction. And in a conversation with Ms. Priddy, 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 painted. As I explained, these are typical occurrences when doing this type of work. It is explained in all our paperwork that this is the customer responsibility to touch up paint,
The customer feels that the damage was excessive. I do not feel that it is my place to authorize such a large charge to the installer. So what I have done is contacted his insurance to address this issue. I filed the claim today. The claim info is as follows.
Amtrust Phone Number 1-877-207-3119
Policy number [redacted]
I will follow up with this and advise of any results I get.
Complaint Response Date bumped because: Data Base Migration

To address this issue with Mr. [redacted].  Here is the information I have about this job.  Mr. [redacted] ordered some hardwood material only from us.  The amount we special ordered was provided to us, which is standard on cash and carry orders.  When his contractor was unable to...

perform the installation, he contact us.  We contracted to have the materials installed and we did do this. After the initial installation Mr. [redacted] contacted us to do an additional area.  At that point [redacted] my store manager and his sales person went back out to the home to measure the new area.  I just spoke with Mr. [redacted], and he said Mr. [redacted] did not show him any damages at that time.  The installer on the job has worked for us for many years and has done work.   After the measure for the new area, Mr. [redacted] was informed the product we had originally installed was discontinued.  We quoted him on a different wood that looked similar.  The price for the new wood was more than he wanted to spend. Still no mention of damages. If Mr. [redacted] would like send me pictures of the "damages" in questionand the name of my other employee that was at his house I would be happy to look into this matter.  My email is [redacted]@carpetmilloutletstores.com.  Due to the nature of flooring installation some damages are inherit with this process.  Especially when we have to remove and replace the baseboards to properly install the material.  Minor touch up and repairs are the customers responsibility. I would like to see the pictures of the affected area to see if it is unusual.  I am not sure why this was not pointed out when Mr. [redacted] went to the house for the new area. Once I have this information I will contact Mr. [redacted] on this matter.  Sincerely[redacted]General ManagerCarpet Mill Outlet Stores

Ms [redacted] stated in her desired settlement that she would like the flooring installed as specified in the contract with no bubbles, leveled floor and caulked around the shower base.  First of all the contract does not state at all that we will be leveling the floor. We are a cosmetic company not...

a structural company.  It does state that the floor is rough and we would emboss the floor. We did put down embossing to make the floor smooth. to level a floor the customer needs to have a concrete company come in and pour leveling concrete over the existing floor. As far as caulking around the shower pan, when the installer installed the vinyl he could not butt up the edge of the pan because there was a 1/4 of inch of concrete that was exposed pass the edge of the pan that the pan sat on. The installer ran the edge of the vinyl up the side just a bit until we could determine how to finish the edge.  If the installer would have just cut the vinyl and caulked it the edge would be all uneven as the concrete base that the pan sits on is uneven. The bubbles in the floor is because the floor is not finished at the shower pan so air pockets have got underneath the vinyl. I went to the house on Tuesday Aug 2nd. I took a sample of a transition that I was checking to see if it would finish off the vinyl around the shower pan to cover the imperfection of the concrete. When I walked down to the basement Ms [redacted]'s fiance started talking about the leveling of the floor.  I told him we were not to level the floor we were to put embossing down to smooth the floor. I asked if we could look at the transition to see if it would work around the shower pan. He stated that they want the floor level. I stated again we do not do that but could help him with the issue around the shower pan. He said he wanted the floor leveled and he wants a full refund. He started to get a little aggressive and intimidating. At that time I could tell we were not going to get anywhere and did not want it to escalate any further. I decided to leave the home. Ms [redacted] walked me to the door and her and I talked for about five minutes with me standing on the front porch. She added at that time that our subcontractor [redacted] was very intimidating when he was at her house that last time. I explained to Ms. [redacted] that her fiancé was the same way in my store and that is why [redacted] called the police to have him escorted out of our store. At this time I do not think we will come to any final and agree on any final solution. And also at this time we will not subject any of our employees or subcontractors to this hostile environment. If Ms [redacted] would like someone to cut the vinyl and caulk around the shower pan we would be willing to give her a $100 refund to have this done. We will not be able to chalk  and stand behind it as that is not the proper way to do it with how the pan is done.  We were trying to address these issues and make the necessary cosmetic corrections, but we were met with aggressive behavior.

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: 11294942
I am rejecting this response because:I'm not really sure if the business' response is directed towards me or the Revdex.com. Regardless, We never felt like we didn't need to pay for the carpet. That's insane. I'm fully aware that you have to pay for goods/services. Bernie Sanders isn't President yet. We did however feel that paying full price for faulty product makes absolutely zero sense. Since the product we received was clearly faulty, we were willing to make a final payment at some sort of discounted price. That was never presented to us as an option, and instead we were met with hostility and demands. Anyway, 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 about. If they mean giving terrible reviews and never recommending their service to anyone, well that's never going to stop. Additionally, the new replacement carpet was not approved for install until 3 days before the house was no longer going to be ours. This was a direct result of terribly unresponsive/uncaring, negligent, and unprofessional customer service. Again, if an insurance claim had been made on time, we wouldn't have had a problem. All 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 city. At that point, we had no control over the property and were never in contact with the new owners. Thankfully, our business with this terrible company was finished and we were done banging our heads into a wall trying to deal with them. I will not accept any of the excuses made by these jokers.  
Sincerely,
[redacted]

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 $300 for 4 hours of labor and tack strip materials seems high.However, we will accept the credit of $1,000 offered by Carpet Mill and will pay $300 for the labor that was performed to install tack strip. We will consider this matter resolved upon the receipt of the refund of $1,000. The initial payment was made via credit card and the refund can be issued to that same card. 
Sincerely,
[redacted]

We have opened a mill claim. The mill has to decide what to do. The 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.

As far as the claim. We do not make the product so we have to have the manufacture involved when it comes to any claim. Carpet 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 issue. After that was...

done and it did not take care of the problem we then spend a claim for replacement. The manufacture can send a private inspector if they feel they need more information.  Unfortunately a claim is never a fun process. Claims can sometimes take a long time to get resolved. Now that that is complete and we have the stair issue. We did give the service request to the installer and the installer should be in contact with the customer soon.

To whom It May Concern,I do apologize now, and also did in an email to the [redacted] about their carpet situation.  Unfortunately, claims do take so time to process and get approved.  Anyone that has ever worked with insurance companies is fully aware of this.  It is a frustrating...

process that no one, including us like to have to go thru.  I did speak with the [redacted] on Saturday the 19th.  They had told [redacted] that they were not going to pay their bill.  I told them we needed to be paid for the carpet and install that was performed.  We do have approval to replace the carpet, the [redacted] said that they no longer wanted the carpet.  I also offered to have the new homeowner contact us to get the carpet replaced.  They have rejected the offer.I will attempt to contact the new homeowners and offer the same thing I offered the [redacted]. I do not want the new homeowners to have to live with this carpet that is below acceptable qualities.  If the [redacted] would provide this information to me, which I requested in an email to them, I would be happy to coordinate the replacement of the carpet.  This I feel is the right thing to do and hope I am able to accommidate the new owners.  Maybe the realtor that sold the house will be able to assist me on this.

This is the second job the customer purchased from us. Both jobs customer got the same pad. This pad has a plastic coating to prevent pet urine and also spills from getting into the pad and your subfloor. The customer had the same thing happen on the first job so when buying the second...

time the customer got the same pad.

I have been researching this issue today.  It took a little investigating.  First off the complaint says customer name is [redacted].  That is the manager's name in Fort Collins.  The email says [redacted] so we researched that name.  It appears to be a customer [redacted] we had out...

of Fort Collins.  The information on this job says the installer had taken care of this.  Apperntly that is not correct or the customer we are looking at is the wrong one.So we will be contacting the customer we think it might be tomorrow Tuesday April 19, 2016 with an installer present to set this repair up.  If this is not the correct customer, would you please forward the proper customer contact information so we can handle this issue.Thank You [redacted]Carpet Mill Outlet Stores

Initial Business Response /* (1000, 6, 2015/08/22) */
To whom it may concern,
We have been in contact with this customer already. The pad includede int this order is our 1/2 Daimond pad. This is the upgraded pad included in this sale. We asked the customer if they had a fllor vent where they...

could look at the pad. My paerwork from the my warehouse shows we delivered the 1/2 Diamond pad. We asked to call back and let us know if there were any other concerns. If the customer still has a concern they did not inform us after our initial contact. If they need to contact me please call [redacted] @XXX-XXX-XXXX ext 307.
As for the baseboard paint "damage." Pictures were forwarded to us showing the baseboard. I looked at the closely. I have been involved in painting for many years. From the pictures of the baseboards it was clear that the new paint was painted on to their existing carpet. When the installer removed the existing carpet the fresh paint peeled away from the baseboards. These baseboards wehere stained underneath the paint, and appered to have no primer appiled. The fresh paint connected to the existing carpet took the paint off the baseboards. There was no way to know this would happen or avoid it from happening. The paint job on the baseboards was done improperly, and that is why the paint damaged occurred.
If they would call me we could discuss the pad situation.

If you would please look at the time line.  On March 28, 2016 I did respond to Mr. [redacted] complaint.  I see that they responded to my response now.  When I had referred back to this complaint in early April it said no further action required at this time.  I apologize that I did not respond if I was suppose to.  By no means would I deliberately not respond.  I know how frustrating it is not to get a response.  I had filed a complaint against another Acrredited Business and they never responded to my complaint.  They also never responded to the Revdex.com also.  I felt this was completely unprofessional.  So yes we do take responding very seriously not only to the Revdex.com but to our customers.As you can see we had been in contact prior to his complaint.  The carpet was a approved for replacement, but since the [redacted] had already sold the house they felt they did not need to pay for the carpet installed in their home.  The reason they purchased the carpet was to sell the home.  I have sent letters to the [redacted] and also the new homeowners asking permission to replace the carpet.  The [redacted] have not responded, nor have the new homeowners.  I do believe the [redacted] have not notified the new homeowners of the carpet situation and this disturbs me.  They were able to sell the house with the defective carpet and  without the new homeowners knowledge and we're hoping to not pay for the carpeting.  We would like to replace the faulty carpet as we should.  If the new homeowners are satisfied with the carpet and are willing to waive any further claims against Carpet Mill Outlet Stores, I would be happy to look at a partial refund to the [redacted].  Unfortunately I do not have access to the new homeowners contact information.I would like you to please review the information.  You can see I did respond to the complaint on March 28 and thought I had done my part.  Myself and [redacted] had referred back to this complaint.  When we logged in as late as last week the prompts said we did not need to do anything at this time.  Mr. [redacted] said he tried to call but has not heard back.  Also, I called this morning because of my concern on this and all matters involving the Revdex.com.  Please look at our history and I feel you will see we do try and promptly address all these issues.  I think we may have a learning curve to deal with the new website design.  As you can see, today when I was trying to respond I apperntly sent it blank.  Please contact me directly so we can discuss this matter in greater detail.  Thank you and I look forward from hearing.Sincerly[redacted]General ManagerCarpet Mill Outlet Stores[redacted]

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

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 4 hours of labor we provided to install the tack strips.  The cost of this is $300.  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.