Carpets Plus of Wisconsin

We had a tile installation job for the [redacted] scheduled to begin on July 9th.  The installer went to the [redacted] on the 8th to look at the job.  He noticed that if we put the new tile over the existing floor as originally planned, there would be an issue in the future if they...

needed to replace their dishwasher, so he recommended removing the existing vinyl and underlayment.  We quoted a price of $500 for that work.  The [redacted] asked if they could have a handyman do that work instead, we said that would be fine but in the end, they had us do the work.  Work in a bathroom required a toilet to be removed, at which time the installer noticed a broken flange.  The [redacted] paid for the part and the installer replaced it.  On Saturday, July 11, the [redacted] informed us that the toilet was leaking.  A plumber was sent Monday, July 13th, at which time the plumber told us the problem was a more complicated pre-existing condition than just the flange.  The flooring installation was also completed on Monday, the [redacted] paid the full bill, including the amount they are now disputing.The installer then scheduled, on his own time, to go back and do some touch up painting, he also did some carpentry work, trimming a door, at no charge.  At that time, the [redacted] were happy and gave the installer a $150 tip.  The installer then told the [redacted] that he would stop back again on Monday, July 20th, again on his own time not scheduled by the store, to do any additional touch up painting that may be needed.  The installer ended up being out ill on Monday and did not show up.  He did attempt to go on Tuesday, July 21st, but the [redacted] would not let him in or speak to him.  On Monday evening, the [redacted] sent an email to their salesperson saying the were unhappy with the quality of the work and the price.  The [redacted] sent another email on Tuesday, July 21st, after they refused to let the installer in or even speak with him, accusing us of discriminating against them because of their accent, and committing a hate crime.  I do not understand how, in a span of two days, they went from being happy and giving a $150 tip to the installer to accusing us of committing hate crimes.I offered to come and look at the job and discuss it with the [redacted].  He offered some times that would work for them, however those times did not work in my schedule.  When I contacted them again to try to set a different time, they informed me that they had contacted the Revdex.com, and future correspondence should be handled that way.[redacted]CarpetsPlus[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted] We - [redacted] and [redacted], Ph.D. - reject Mr.[redacted]’ response as a twisted, deplorable character assassination. We have never met Mr. [redacted]; we do not know who he is. We can only say that Mr.[redacted]’ evaluation of our humble persons has nothing to do with Carpets Plus’ overcharging and poor service. We are older, retired people but we are not rded.On May 21, 2015, we ordered from Carpets Plus services, which their flooring consultant, Cathy Duell, estimated at $1382.59. At the end of the project we had house flooded by incompetent toilet replacement, unexpected plumber bills of $561.26 and additional $500.00 charge for nothing.Obviously, $1382.59 cost turned into $2444.85 cost plus well over $200.00 for sealing water stains in our living room, caused by the unqualified Carpets Plus employee. Enormous cost of our stress, emotional and mental suffering is not depicted in dollars yet.Mr. [redacted] opinion about our general inadequacy will not cover physical evidence of his Company’s poor performance in our house. All those bungled or unfinished details are present and visible. We will documentthem by photograph.We live on social security benefits and we cannot afford further expenses at this point. Still, if Mr. [redacted] continues hurting our dignity, we will use our family reserves and he will hear from our attorney.[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted] This form of discussion could go for ever, so we end it with strong rejection of Mr. [redacted]’ explanations and attitude. This dispute will continue beyond Revdex.com. Below are several final remarks:1. While Mr. [redacted]’ description of reality is based exclusively on reports of his two employees, ours represents direct experience and observation by [redacted] and their adult daughter, [redacted]. From the legal point of view, Mr. [redacted]’ pronouncements are hearsay, while ours are valid testimony.2. Mr. [redacted] has no documents to support his story, while we have plenty. For example: all electronic exchange between us and CarpetsPlus has been saved with our email service provider. We can use that material to prove that many of Mr. [redacted]’ statements – shared with Revdex.com – are lies. We have also a set of photographs clearly showing that CarpetsPlus’ service was of poor quality and practically unfinished.3. It is not true that Mr. [redacted] has received our full payment. His charge has been disputed by our credit card bank, Chase, and considerable portion of the money has been returned to our account.4. Mr. [redacted] needs to realize that his business with [redacted] - as he chooses to name us - is far from over. He must provide us with a warranty policy; we asked for it and our request has been ignored (proof in the email material). He must also provide us with a detailed, honest invoice! We have not received any so far.5. We have no intention to destroy Mr. [redacted]’ business, on the contrary, we wish him well. For that reason we strongly advice him to take a good look at one very specific aspect of this whole controversy, before there is too late.[redacted]Ph.D.

I am at a loss on how to respond.  My original response laid out the timeline of the work we provided for the [redacted] and I am now being accused of twisted, deplorable character assassination.  All of the work we performed, and the charges for that work, was discussed and agreed to before any work started.  The [redacted] were given the option to have some of the work done by others, but chose to have us do the work.  The [redacted] paid the invoice, plus a $150 tip for the installer.  Their bill for the plumber is for, according to the plumber, a pre-existing condition.  Our installer had gone back on his own time and for no charge to do painting and carpentry work for the [redacted] and would have done more if needed but the [redacted] refused to let him.  I don't know what else I can do.  All work and pricing was agreed to before any work started and was paid.  They say there are problems with the quality, but will not let me or the installer look at the issues.  We are a small, family owned, local company that has been in business almost 45 years.  I think our Revdex.com record shows we take care of our customers.

Review: The Carpets Plus installer flooded our house by incompetent WC replacement, left behind unfinished job and lied about extent of his work in our house.Desired Settlement: The $500.00 charge described as “miscellaneous”, based on Mr. [redacted] false reports, is fraudulent and should be qualified as an attempted theft. For example: Mr. [redacted] did not do any 3 and a half hour long “floor tear out”; he did not move any appliances in our house. The charge described as “remove and reset toilets” is absurd, because Mr. [redacted] was dealing with only one toilet and in the process flooded our house. Demanding money for such a disaster is a summit of arrogance and insolence.

Mr. [redacted] left behind a job of bungled details and the only response from the Carpets Plus is this: [redacted] is a “high quality level installer”.

Desired outcome: Returning the stolen money and sending a competent specialist (with credentials for us to check), who will liquidate the mess left by Mr. [redacted]; showing us copies of Mr. [redacted]’s educational credentials.

Business

Response:

We had a tile installation job for the [redacted] scheduled to begin on July 9th. The installer went to the [redacted] on the 8th to look at the job. He noticed that if we put the new tile over the existing floor as originally planned, there would be an issue in the future if they needed to replace their dishwasher, so he recommended removing the existing vinyl and underlayment. We quoted a price of $500 for that work. The [redacted] asked if they could have a handyman do that work instead, we said that would be fine but in the end, they had us do the work. Work in a bathroom required a toilet to be removed, at which time the installer noticed a broken flange. The [redacted] paid for the part and the installer replaced it. On Saturday, July 11, the [redacted] informed us that the toilet was leaking. A plumber was sent Monday, July 13th, at which time the plumber told us the problem was a more complicated pre-existing condition than just the flange. The flooring installation was also completed on Monday, the [redacted] paid the full bill, including the amount they are now disputing.

Review: On March 7 we placed our order for new flooring with representative Mr. S at Carpets Plus. Previously one of their agents came to our home and measurements for replacing our current floor. The floor was installed on March 14. I was out of town. When I returned, I noticed that the two reducer strips that were installed (where tile meets two adjoining rooms) were the old strips that went with our old tile, not new ones to match the current tile.Evidently, Mr. S failed to order the matching strips so the installer used what we had from before.On March 24, I emailed Mr. S and he emailed back the next day saying he was working on it and would let me know when he had it worked out. Mr. S said he would have to order something similar to the tile because the tile we bought did not come with transition strips.Why would we be sold tile that didn't have transition strips?There was no communication from Mr. S. Finally I called around May 9 and spoke with a different agent. He was shocked and said that the strips that Mr. S ordered would arrive by the next week. Today, May 21, twelve weeks after we placed our order, the strips are finally installed by the original installer. As I noted earlier, Mr. S said it would not be an exact match because the company quit making them. However, it is a worse match than the one we had from our old tile. In addition one of them is not lying flat but is buckled across the length. It is a very unsatisfactory look.Desired Settlement: I would like the floor replaced expediently with a tile that has matching reducer strips at no cost to us. Or I would like a full refund.

Business

Response:

We have contacted [redacted], and have inspected her areas of concern. One of our installers have also contacted her to schedule a time to replace the existing transition pieces with new ones.