Carpets & More

Complaint: [redacted] I am rejecting this response because:? The necessary work has yet to be completed.? The business has contacted me and came over to discuss the work.? Currently scheduled for the week of 5/23/16.? Will not be closing case until work is completed satisfactorily Sincerely, [redacted]

Received business response via email on 5/10/16: ? Hodge? have been repaired and fixedPlease contact them to make sureThey are happy with the follow up.? ?

Complaint: ***
I am rejecting this response because: I have contacted the business and we have come to a different agreementThank you
Regards,
*** ***

Received business response via email 5/10/16:
*** have been repaired and fixedPlease contact them to make sureThey are happy with the follow up.

Complaint: ***
I am rejecting this response because: The necessary work has yet to be
completed. The business has contacted me and came over to discuss the work. Currently scheduled for the week of 5/23/16. Will not be closing case until work is completed satisfactorily
Sincerely,
*** ***

Received business response via email on 5/10/16:
Hodge have been repaired and fixedPlease contact them to make sureThey are happy with the follow up

Complaint: ***
I am rejecting this response because: The necessary work has yet to be
completed. The business has contacted me and came over to discuss the work. Currently scheduled for the week of 5/23/16. Will not be closing case until work is completed satisfactorily
Sincerely,
*** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** *** ***

Received business response via email 5/10/16:
*** have been repaired and fixedPlease contact them to make sureThey are happy with the follow up

Received business response via email on 5/10/16:
? Hodge? have been repaired and fixedPlease contact them to make sureThey are happy with the follow up.?
?

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. Sincerely, [redacted]

Company’s Statement: The week of November 25th 2013 we began a kitchen renovation for the customer. The kitchen was for the most part complete by December 24th. At the customer’s request the job needed to be finished by Christmas Day. Falling short of the deadline was a change order for a wine rack...

that wasn’t part of the original scope and a filler piece that was on order.  There was also an issue with the granite countertop that was cracked which since has been replaced.   Our recollection of the completion of open items is quite different from what the customer describes in her complaint. Unfortunately we do not have dates and notes but we do remember staying in constant contact with her requesting to make an appointment to complete the job. At some point after December 24th she granted access to Carpets & More to complete the open items. Once the job was complete she gave us a punch list but refused access to anyone that works for Carpets & More.  We then hired a local cabinet company to return to complete the punch list items.  The installer left the jobsite under the impression that the customer was satisfied. He called and said he addressed all the customers concerns. We didn’t know that she wasn’t satisfied until we spoke with her sometime afterwards.  Understand that this independent contractor is not a stranger to us; he’s someone that we use often for our overflow.  The variety of leaks the customer refers to was the trap under the kitchen sink. It needed to be tightened, more than likely it was bumped but nonetheless a quick fix.  Ironically she is claiming that the leaks didn’t start until we first made contact with her to complete the job but in reality she wasn’t returning our call until the sink leaked. At this point the job was done for quite some time but we still had the punch list to complete before we could collect the outstanding balance. We were searching for a resolution as she refused to let anyone back into her home. Our in-house carpenters and the independent cabinet company were forbidden. Still trying to satisfy the customer we hired another independent contractor to complete the punch list. We are running out of options to satisfy the customer. Not wanting to send a stranger into her home we hired an independent contractor who is a family member of an employee from our commercial division. We met with him at the customer’s home and discussed in detail the punch list items with the customer and her husband. He agreed to do the necessary repairs for 600.00 inclusive of material and labor. We scheduled an appointment with the customer for him to return. She gave us instruction that if she wasn’t home the front door would be open. These instructions were given to the independent contractor. When they arrived they found the front door locked but assuming they had authorization to enter they accessed the home through the back door. Knowing the circumstances he just wanted to finish the job. Understand that if he wasn’t given permission to enter, he wouldn’t have.  When the customer came home and saw the men working she screamed profanity and threw them out. He also has been asked not to return. Since December 24th of 2013 the customer has been uncooperative. Carpets & More employees, our independent contractor who we use for our overflow and the contractor we hired who allegedly broke in all have been forbidden to work in the customer’s home. It’s obvious at this point there is nothing we can do to satisfy the customer so we agreed to let the customer hire her own contractor to complete the punch list items. She requested a quote from her husband’s friend. We met with the customer, her husband and his friend to discuss the punch list items and a material list to complete the job to their satisfaction. At the time her husband’s friend didn’t give us a quote for labor. We ordered the material and spoke with him a few days later. His labor quote was $4,000.00. When we asked him to justify his estimate he said “that’s the price”. This is as much as it cost for the labor for the entire project let alone the kitchen cabinet installation. When we spoke with the customer to question the labor quote even she thought it was too much money. After discussing this in length and coming to the realization that this will never be resolved any other way, we agreed to compensate her husband’s friend the $4,000.00 for labor he requested. When we explained to the customer that we would adjust the outstanding balance and she can use the money she owes to pay him, she refused. She wanted us to pay her husband’s friend directly while leaving an open balance of $4,386.36. From the date we received notification from the Revdex.com we have reached out for the customer 3 different occasions and all three times she said she would call us back. Now keeping track of the dates and time we can forward this to the Revdex.com at their request. As of today, Monday April 6, we are still waiting for the customer to return our call to discuss a reasonable resolution. This is our first and only complaint with the Revdex.com since we purchased the business in 2010. Resolution The project is complete. In an effort to put this behind us we are willing to pay the customer’s husband’s friend to complete the punch list items. His request of 4,000.00 will be deducted from the customer’s outstanding balance. Keep in mind that the proposal from the second independent contractor for the same punch list was 600.00 for material and labor. Our material cost for the new punch list set forth by the customer’s husband’s friend was $1,604.30. The customer can pick up the material that was ordered with a check for $386.36 owed once she agrees to the resolution and signs off for it. This will be the only offer to the customer to settle this claim. If not agreed to we will assume the quote from the last contractor in the amount of $600.00 for material and labor as full and final settlement and send the balance of $3,786.36 to collections.

Review: Hello,

On November 2013, Carpets and More began renovating my kitchen. They partially finished the job on 12/24/2013 and told me some minor things still needed to be done and that they would contact me when they could come. They did not contact me until October 2014 to completely finish. In October 2014, I started to have a variety of leaks due to what had been done to the kitchen. This should not happen in a brand new kitchen. A few weeks into October, I called the company and they agreed to come to my house to completely finish the job, correctly. They told me they would come at 8am, and I agreed and said I would leave the front door open in case I had to leave the house. I waited until 10:30am and no one arrived; therefore I left to run errands and locked my front door. At around 1pm I got back home and the workers were in my house. They took it upon themselves to check what door was open and entered through my back sliding door. I was so upset and angry, I told them they had to leave. The work that was done was terrible (I have pictures I can show). I have tried to contact the manager and no one ever returns my calls or gets back to me. There are nails popping out of the cabinets, the cabinets do not align with one another, along with many other issues that are difficult to explain in writing. I am completely unsatisfied with the work that has been done; therefore at this point, I am going to hire a new contractor to finish the job. I am aware that they want me to pay them some kind of balance, but I believe it is completely unfair for me to have to pay anymore than I already have for a terrible job. I do not want them coming in and finishing the work because the work they have done is horrendous as I said previously. They have not responded to any of my calls and it is extremely frustrating because I spent a lot of money and I trusted the company and got terrible results. I would never refer this company to anyone I know.Desired Settlement: The cabinets are all ruined and do not align with one another and some have scratches on them. I paid $9983.00 for the cabinets alone; therefore I want all of that back to redo my kitchen with a different contractor. It was not professionally done, as promised by the contractor. As I said, I will send pictures if needed. My desired outcome is to have a refund back for the amount I paid for the cabinets and I am also asking that the remainder of what is owed, which is around $3750.00 be waived because I do not think I should be paying anymore money at all. I am choosing to hopefully resolve this with Revdex.com instead of going to a lawyer. They trespassed into my home and did not keep their word on the quality of work they were going to give me. I am really hoping to get a refund for the terrible job they did and not have to pay for the remainder.

Business

Response:

Company’s Statement: The week of November 25th 2013 we began a kitchen renovation for the customer. The kitchen was for the most part complete by December 24th. At the customer’s request the job needed to be finished by Christmas Day. Falling short of the deadline was a change order for a wine rack that wasn’t part of the original scope and a filler piece that was on order. There was also an issue with the granite countertop that was cracked which since has been replaced. Our recollection of the completion of open items is quite different from what the customer describes in her complaint. Unfortunately we do not have dates and notes but we do remember staying in constant contact with her requesting to make an appointment to complete the job. At some point after December 24th she granted access to Carpets & More to complete the open items. Once the job was complete she gave us a punch list but refused access to anyone that works for Carpets & More. We then hired a local cabinet company to return to complete the punch list items. The installer left the jobsite under the impression that the customer was satisfied. He called and said he addressed all the customers concerns. We didn’t know that she wasn’t satisfied until we spoke with her sometime afterwards. Understand that this independent contractor is not a stranger to us; he’s someone that we use often for our overflow. The variety of leaks the customer refers to was the trap under the kitchen sink. It needed to be tightened, more than likely it was bumped but nonetheless a quick fix. Ironically she is claiming that the leaks didn’t start until we first made contact with her to complete the job but in reality she wasn’t returning our call until the sink leaked. At this point the job was done for quite some time but we still had the punch list to complete before we could collect the outstanding balance. We were searching for a resolution as she refused to let anyone back into her home. Our in-house carpenters and the independent cabinet company were forbidden. Still trying to satisfy the customer we hired another independent contractor to complete the punch list. We are running out of options to satisfy the customer. Not wanting to send a stranger into her home we hired an independent contractor who is a family member of an employee from our commercial division. We met with him at the customer’s home and discussed in detail the punch list items with the customer and her husband. He agreed to do the necessary repairs for 600.00 inclusive of material and labor. We scheduled an appointment with the customer for him to return. She gave us instruction that if she wasn’t home the front door would be open. These instructions were given to the independent contractor. When they arrived they found the front door locked but assuming they had authorization to enter they accessed the home through the back door. Knowing the circumstances he just wanted to finish the job. Understand that if he wasn’t given permission to enter, he wouldn’t have. When the customer came home and saw the men working she screamed profanity and threw them out. He also has been asked not to return. Since December 24th of 2013 the customer has been uncooperative. Carpets & More employees, our independent contractor who we use for our overflow and the contractor we hired who allegedly broke in all have been forbidden to work in the customer’s home. It’s obvious at this point there is nothing we can do to satisfy the customer so we agreed to let the customer hire her own contractor to complete the punch list items. She requested a quote from her husband’s friend. We met with the customer, her husband and his friend to discuss the punch list items and a material list to complete the job to their satisfaction. At the time her husband’s friend didn’t give us a quote for labor. We ordered the material and spoke with him a few days later. His labor quote was $4,000.00. When we asked him to justify his estimate he said “that’s the price”. This is as much as it cost for the labor for the entire project let alone the kitchen cabinet installation. When we spoke with the customer to question the labor quote even she thought it was too much money. After discussing this in length and coming to the realization that this will never be resolved any other way, we agreed to compensate her husband’s friend the $4,000.00 for labor he requested. When we explained to the customer that we would adjust the outstanding balance and she can use the money she owes to pay him, she refused. She wanted us to pay her husband’s friend directly while leaving an open balance of $4,386.36. From the date we received notification from the Revdex.com we have reached out for the customer 3 different occasions and all three times she said she would call us back. Now keeping track of the dates and time we can forward this to the Revdex.com at their request. As of today, Monday April 6, we are still waiting for the customer to return our call to discuss a reasonable resolution. This is our first and only complaint with the Revdex.com since we purchased the business in 2010. Resolution The project is complete. In an effort to put this behind us we are willing to pay the customer’s husband’s friend to complete the punch list items. His request of 4,000.00 will be deducted from the customer’s outstanding balance. Keep in mind that the proposal from the second independent contractor for the same punch list was 600.00 for material and labor. Our material cost for the new punch list set forth by the customer’s husband’s friend was $1,604.30. The customer can pick up the material that was ordered with a check for $386.36 owed once she agrees to the resolution and signs off for it. This will be the only offer to the customer to settle this claim. If not agreed to we will assume the quote from the last contractor in the amount of $600.00 for material and labor as full and final settlement and send the balance of $3,786.36 to collections.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I have contacted the business and we have come to a different agreement. Thank you

Regards,