Certified Building & Remodeling Corp.

Customer had taken samples home to review and establish appropriateness for use, color & designs and and decided to purchase the carpet knowing all pertinent factorsDover Rug installed the carpet to highest installation standards in the industry, when customer complained about the wear of the carpet, we sent our representative to inspect and photograph the job and it was submitted to the manufacturerIt was determined by the manufacturer that it is not a manufacturing defect nor did it seem unusual wear on the carpet.No manufacturer guarantees wear of carpet on stairs simply because each use is different based on type of foot traffic and other issuesDover Rug categorically denies that we misrepresented the wear of the carpet.We do not accept any responsibility for type and nature of use in a home as per industry standardHow ever to show our good faith and customer satisfaction we have contacted the customer and based on mutual agreement have offered $additional discountCustomer has accepted this as a satisfactory solution with mutual release of any liability now or in futureOnce we receive acknowledgement from customer about this agreementWe will mail a check of $and this matter will be closed with mutual satisfaction

I have reviewed the response submitted by the business I still contend that the store did not adequately discuss the choice of carpet in such a high traffic areaThe offer of partial repayment of $will satisfy my complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***

I'm writing in response to the message from the business Dover rug.In reference to our consignment rugs I would like to clarify the information the company presented back*** and *** *** went into Dover rug initially to look at purchasing rugsWhile we were in the store in January of It was brought to our attention that they also take rugs on consignment(We had mentioned that we have two rugs at home that no longer fit our decor) We brought the rugs in on a different date to drop off for consignmentWe were told that all consignment rugs need to be cleaned so we were asked for a credit card to pay for this serviceThe attached receipt is all we were given for the consignmentThere is nothing on this form Documenting their policy That they referred toWe were not given a hand out of their policy and we were also not told to look at their website for the policy We were in the store -not doing an on line order so I'm not sure why they would be suggesting that we would've been reading an on line policy?? WE WERE told on that occasion (and the next two times my wife visited Dover) that our rugs on consignment work in two ways If the rug sells outright we mail you a checkYou can use the total amount of the consigned rugs ( in this case $per rug total of $5,000)We visited Dover on several occasions trying to find a rug we likedWhen we visited Dover in August I made an appointment and referenced our rugs on consignmentOnce in the store all the rugs we looked at we checked "the price" and were told by the sales rep "dont pay any attention to those prices they dont mean anything" he would then quote a price once we asked him what the price would be which was usually half of the ticketed price or even lessVery confusing to shop in a store with this exorbitant markupNevertheless we just continued to ask him the real price on an item we thought would work in our homeWe eventually found two rugs that we were very interested in purchasingThe rep *** told us that we could purchase these two rugs together for $10, At this time we then mentioned our consignment rugs and said ok then our rugs of $5,would offset that price and we would owe you the additional $5,The sales representative then started talking very fast and talked over everything we were saying and asking himHe stated that we couldn't use our consignment rugs to offset the purchase of rugs in his store in this way if we were going to do that we would have to use it to offset but off the High price tag on the rugThis higher price that he was speaking of is the price that we have been told every time we step foot into the store not to pay any attention to now they are using that as the price?? My husband and I clearly felt taken advantage ofWe told them that they lied because they did lieOn three separate occasions I was told by *** to pick out rugs and the consignment rugs would be offset from the priceI'm attaching pictures of the two rugs we had decided on purchasing for the $10,he quoted usYou can see by the price tags that is quite an upchargeI'm also attaching the only receipt that we were given when we consigned the rugs which clearly does not state anything about their policy he referred to All it discusses is the cleaning policyPlease feel free to review and email me back with any questions you may have concerning this matter thank you very much *** and *** ***
Regards,
*** ***

Contractor *** *** brought in water damaged rugs for cleaning on 10/6/He was informed and notified about our cleaning process including no guarantee of removal of all stains and any damage to rugs during cleaningPlease refer to the enclosed work order that
Mr *** read, agreed, acknowledged and signed his consent and agreementHe also acknowledged bubbles & loop pulls in the carpet along with a week time to complete the job. It is industry standard not to guarantee removal of stains and any damage caused due to cleaningremoval of stains and structural integrity of the carpetAll of these issues are a reflection of the quality of the carpet, type of damage, wear and tear and the use the carpet has gone through thereby nocorelation to the cleaning processWe hand wash all carpets with great care without using any harsh chemicals that may damage fibers.Mr *** was notified when the job was completed, he did not pick up the rugs and instead requested that we deliver the rugs to his customer inWellesly on 1/7/We stored the rugs for three months at no charge for him and delivered the rugs at no charge, apparently reason for three months delay was because customer's space was not ready to accept rugs and we ended up storing them at no charge even though there is an additional charge for storage beyond days as per our terms agreed by Mr ***. Mr *** inspected the rugs upon delivery and spoke to our cleaning manager regarding loose binding and fiber pulls in one of the carpetAs a courtesy and good customer service we offered to repair the loops pull and install new binding on one side this was above and beyond our obligation atno charge. This is a painstaking, time consuming processWe also rewashed the carpet at no charge.We have gone out of our way to accommodate Mr ***We have done the work above and beyond what we have been paid forWe provided 2nd free wash, free repair to damage that was already there, we installed binding, we provided free storage, we provided free deliveryWe do not have any moral, ethical or legal obligation to refund $360.We will defend our good reputation with all legal means available to us. -- *** ***Dover Rug & HomeDover Squash & Fitness*** *** **, ***, MA *** Tel: ###-###-#### Fax ###-###-#### Cell ###-###-####*** *** **, ***, MA ***Tel: ###-###-#### www.doverrug.com doversquash.com

Dover Rug & Home stands by its original response and reasserts the sameCustomer allegations are allegedly verbal communication, Dover Rug categorically denies making any such statementsWe have our trade in policy posted through out the store in writingThere is no reason for Dover Rug and its employees to represent to any customers our trade in policy other then what is posted throughout our store in writing, conforming to Mass Retail laws. Bottom line is we accept Dover rugs in trade against the retail value of the rugs in our storeWe will honor our trade in policy customers are welcome

Customer had taken samples home to review and establish appropriateness for use, color & designs and and decided to purchase the carpet knowing all pertinent factors. Dover Rug installed the carpet to highest installation standards in the industry, when customer complained about the wear of the...

carpet, we sent our representative to inspect and photograph the job and it was submitted to the manufacturer. It was determined by the manufacturer that it is not a manufacturing defect nor did it seem unusual wear on the carpet.No manufacturer guarantees wear of carpet on stairs simply because each use is different based on type of foot traffic and other issues. Dover Rug categorically denies that we misrepresented the wear of the carpet.We do not accept any responsibility for type and nature of use in a home as per industry standard. How ever to show our good faith and customer satisfaction we have contacted the customer and based on mutual agreement have offered $750 additional discount. Customer has accepted this as a satisfactory solution with mutual release of any liability now or in future. Once we receive acknowledgement from customer about this agreement. We will mail a check of $750 and this matter will be closed with mutual satisfaction

We have gone above and beyond the call of duty to satisfy Mr & Mrs [redacted]. We have in home flooring trial policy to allow customers take rug & carpet samples home. It is industry standard to order rugs & carpeting from samples with the understanding that when the size changes, there is...

change in scale and design in keeping with the size. There is also difference in dye lot from production to production, there are no two hand made rugs that are alike, colors continue to change with time normal aging factor of all fibers. It was not a custom order it is a running line that comes in many sizes, customer had ordered 10'x14' from a 6'x9' approximate sizes. so the change in size was from 54 sf to 140 sf. It is impossible to keep the colors, scale & design same when the change in size is 3 times.We have made two rugs for customer that meet or exceed industry standards and have usual & customary variation from small rug to a larger rug. We have made an exception from our trade terms that all sales are final, only store credit with in 7 days of purchase and offered customer store credit to apply towards any of our products and services, we have also offered deep discount on our hand knotted rugs, we have offered to email pics and bring rugs to customer home. We have suggested to customer to purchase a 10x14 rug that they can see, feel & touch instead of ordering from smaller samples because we will be dealing with same set of issues not just with Dover Rug, this is how it works in the flooring world. We have the largest selection of rugs in New England, we have the ability to provide the rug that will be satisfactory to [redacted]. We look forward to working with Mr & Mrs [redacted].

Dear Revdex.com,I am emailing in reference to the customer complaint filed by [redacted] [redacted]. I would like to present facts surrounding the customer complaint.1. Customer [redacted] brought in two rugs for cleaning on 1/7/14, please refer to [redacted], rugs have been cleaned and customer...

paid the cleaning charges. 2. Customer [redacted] consigned the same two rugs for sale at $2500 each, please refer to PR-8364. Dover Rug accepts rugs on consignment from multiple sources, vendors, home owners, Dover Rug customers etc. Accepting rugs on consignment does not constitute an offer from Dover Rug to buy or take rugs in trade. Rugs are owned by consignee and its there property and they establish the price. Dover Rug charges 15% selling commission for this service.3. Customer [redacted]  wanted to trade in rugs which were not purchased from Dover Rug. Customer was made aware of Dover Rug trade in policy. It is posted on our website, it is displayed at every sales persons desk and all points of sale. This policy is communicated to all our customers verbally, in writing, posted throughout the store and on our website.  It states very clearly:LIFE TIME TRADE POLICY Dover Rug & Home offers a lifetime trade in policy for any hand knotted Oriental rug purchased from us. Your investment in a rug is always protected with us. You may trade in your hand knotted Dover Oriental Rug at any time towards the retail price of any other hand knotted Dover Oriental Rug in our store provided that you properly maintain, care and clean your Dover Oriental Rug while with you.Dover Rug & Home is under no obligation to take customer [redacted]'s rugs in trade because they were not purchased from us. As a courtesy to [redacted]s we offered take there rugs in trade according to our standard trade terms mentioned earlier.Mr & Mrs [redacted] were in our store Friday 8/7 looking for rugs to purchase and made a selection of rugs, when the sales person reminded them of our trade in policy they became belligerent, extremely rude, made a scene in the store and accused our Sales Manager of lying etc.  Dover Rug & Home has an impeccable reputation with our trade practices for three generations, customer satisfaction, size of our company and our growth is a testament of our ethical trade practices. We welcome [redacted]'s to trade in there rugs according our long standing trade in terms. The Customer already picked up two  Consignment Rugs today 08/13/15 Please see document CONSIGNMENT RETURN No [redacted].Please fee free to contact me with any questions you may have.