Carpet One of Spokane

Review: July 2012, we bought a home in Post Falls, ID we had carpet one install all new carpet throughout the bedrooms (3). We were very pleased with the service, and the install and loved the carpet. Just recently, our Dyson vacuum pulled up the carpets in a few spots located in the master bedroom as well as the office. We called the Spokane Valley store and worked with a sales person named [redacted]. She told us that the spots could be patched, by using some of the carpet from the closets, we thought that was great so we went ahead and paid the cost of repair.

The day the installer came out to do the repair, he came toys and asked us where the carpet was that was to be replaced in the closet. Something [redacted] did not mention to us, while we tried to figure out via phone calls with [redacted], the installer named [redacted] tried to sell us some carpet he had in his truck that he got off craigslist. It was white, out carpet is brown. We would have had to replace all the carpet in the house just to make it match. We did not want white carpet and the fact that he told us to keep it quiet from the store made us question his motives. We went ahead and ordered the carpet, the installer left and our repair was put off another month so the carpet we needed would come in.

The day the carpet came in, and the installer again [redacted], came back we sensed a attitude from the man, and we are assuming it is from not buying his carpet but rather going through the store. he patched up the spots very poorly, and we did notify [redacted] of the quality of work he did as well as the incident with trying to get us to buy directly from him. She said she would look into it, but we never heard back from her.

Now, we are in July the repair was only a few months ago, and one spot in the office is coming back up as if the glue the installer used is wearing off.

I have called the local Spokane Valley store where everything took place, and spoke to a salesman by the name of Lou or something down that line. He was very rude, was not willing to help us and instead told us our carpet was soiled with pet urine and that was the reason for the new patch coming up. He did not offer any solution, when we asked for the Owners number he refused to give it to me, he told me to call a man named [redacted] at the Spokane store. This I did, and after playing phone tag for several days, my wife finally touched basis with him.

We were again shocked at the poor customer service, and the attitude we received once again. [redacted] told my wife that he was familiar with this sale, and that the installer told him our carpet was soiled with pet urine. The funny thing is we do not have any pets that are inside. We did have our carpet professionally cleaned, we have our receipts and statements from the cleaners stating our carpet was cleaned, and completely dry before the repair took place. We even had the cleaners out to make sure it was dry and to make sure it was clean before anything was done. We did this just to be sure everything was in place as we were having company over and needed the house to be perfect. [redacted] not only gave my wife the ring around, but he also did not offer any solution but instead tried to point fingers back at us.

We are at a loss now, we contacted the CoeurD'Alene store in hopes to get a corporate number, and spoke to someone who told us to report both stores to the Revdex.com because each store is privately owned. And this was not her first [redacted]e hearing bad stories involving these locations.Desired Settlement: We have the carpet remnants we need to fix the one spot, we want an installer NOT [redacted], to come and repair the carpet the correct way.

Business

Response:

Hello,

This is [redacted], the owner of Spokane Carpet One responding to case # [redacted].

I am familiar with this job because I was in the valley store and spoke with [redacted] about it after she had been out to the customers house to inspect. I told [redacted] to give the customer an estimate to replace the room, as a patch was not a good idea. I was in the store and heard the conversation between [redacted] and the customer when they elected to try and just do the patch. The damage in the two rooms was due to keeping a dog in the rooms with the door closed and the dog destroyed the carpet at the doorways.

The customer mentions the runs in the carpet, which there were, but does not mention the dog destroyed areas that were the reason for the work to be done. Customer also says that [redacted] told them the carpet could be patched, but they were told in advance that that was not a good idea, and that the patches would show. Not might show, but would show.

I have statements from the carpet installer, and [redacted], that both state that the areas in question were quite damaged and smelled of urine. The reason that is important is because the customer says that the glue at the patch seems to be wearing out and is probably the reason the seam at the patch is coming open. I told the customer that the backing on the carpet is probably separating from the carpet itself because of being urine saturated. Carpet is not designed to withstand that.

Customer says that they do not have pets inside, but a dog is what caused the damage, so it is very clear that they did.

I did call the Couer D' Alene store to see if that part of the story was accurate. I spoke to [redacted] who was the one the customer spoke to. [redacted] told me that she did not indicate that she had heard other complaints about our stores. She did tell the customer that if they had a problem to call the Revdex.com. [redacted] gave me permission to use her name in this letter.

So the end result of all this is that the customer was told that a patch was a bad idea, and yet that is the option they chose. Putting a very visible band aid on the floor is never the right choice. What they are asking for is for someone else to come out and redo the patch seam. I would rather give them back the $200 we charged for the installers time and let them go somewhere else. The mistake we made is in not refusing to do the patch in the first place, but we were trying to solve the problem in the way our former customer asked us to.

Regards,

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business' response. If you wish, you may update it before sending it.]

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.

Regards,