Coastal Commerce Bank

April 28, 2015Bob Wagner’s Mill Carpet Inc., (Bob Wagner’s) installed flooring in [redacted] and [redacted] ’s ( [redacted] ) home under contract with a new home builder, on July 12, Bob Wagner’s provided to the builder and the [redacted] ’s a one year warranty on both the material and installationBob Wagner’s has inspected and re-stretched the carpet portion of the installed flooring, as a courtesy to the [redacted] ’s and the builder three times, since the expiration of the warrantyOur certified inspectors found no defects in physical carpet or the manner in which it was installed, however, we still stood behind our product and installation methods long beyond its warranty period.We appreciate the [redacted] ’s business, but we can no longer provide service beyond your warranty period at no chargeWe offer to re-stretch the [redacted] ’s carpet at a very reasonable rate, however, our offer was rejected and the Revdex.com complaint was filedUnless the [redacted] ’s are willing to pay labor rates for future re-stretch work we consider the matter closed.Please do not hesitate to call me if additional information is required.Thank you,Thomas WCPA Treasurer Controller

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:  One of two items is wrong.  Either there is a defect in this carpet or Bob Wagner's Flooring America not installing the carpet per the manufactures specification.  The carpet buckled within the first year and they came out to restretch.  If there was not a problem with the installation or carpet,  it should not have needed to be stretched once let alone within 6 month and then again in a couple of month after that.  There is a definite problem and I am very dissatisfied with Bob Wagner's product and customer service.   We even upgraded from the builders grade of carpet and padding.  They should be the kind of company that will stand behind their product and do what ever is necessary to make the problem go away.  We move around a lot and never have I seen carpet need to be restretched once let alone 3 times.  I believe Bob Wagner's needs to continue to come out until the problem is resolved.
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because: My wife doesn't want to go through with getting a whole new floor. Bob Wagner's did offer to replace floor with different material.I appreciate that. I just want to make sure we are still covered for any future repairs needed to our current  floor if they arise.  ThanksRegards,
[redacted]

June 29, 2016I responded to the above complaint and the customer refused to accept our position and is demanding a refund of his purchase which is completely unreasonable. Despite the manufacturer's inspection report and position that this bubble (which did not appear during our last visit), I have offered to replace the customer's flooring at no charge to him.We have asked him to be responsible for re-connecting his ice-maker line after the replacement.Also, to avoid the same issue happening with a new floor, we are requiring a different floor be selected. Any upgrade over his original selection would be the responsibility of the customer,[redacted] was contacted yesterday and wanted to think this over.I'm hopeful that he will see this proposal as fair and reasonable. If not, there is nothing else I can do to satisfy this customer. As it is, I feel as though we are going above and beyond to resolve a problem that randomly appears and is not caused by the manufacturer nor Bob Wagner's Flooring America.Sincerely,Matt WPresident

April 28, 2015Bob Wagner’s Mill Carpet Inc., (Bob Wagner’s) installed flooring in [redacted] and [redacted]’s ([redacted]) home under contract with a new home builder, on July 12, 2011. Bob Wagner’s provided to the builder and the [redacted]’s a one year warranty on both the material and installation. Bob...

Wagner’s has inspected and re-stretched the carpet portion of the installed flooring, as a courtesy to the [redacted]’s and the builder three times, since the expiration of the warranty. Our certified inspectors found no defects in physical carpet or the manner in which it was installed, however, we still stood behind our product and installation methods long beyond its warranty period.We appreciate the [redacted]’s business, but we can no longer provide service beyond your warranty period at no charge. We offer to re-stretch the [redacted]’s carpet at a very reasonable rate, however, our offer was rejected and the Revdex.com complaint was filed. Unless the [redacted]’s are willing to pay normal labor rates for future re-stretch work we consider the matter closed.Please do not hesitate to call me if additional information is required.Thank you,Thomas W. CPA Treasurer Controller

March 25, 2016We entirely reject the issues presented in the above referenced correspondence. Our customer [redacted]) ordered non-returnable flooring based on a sample and part number brought from another store. [redacted] was not satisfied with the color so we used our influence...

with the product vendor to return the goods with a restocking fee. When the goods were physically returned and we were credited we produced check number [redacted], dtd 1/4/16 for $336.33 and as per [redacted]'s instructions mail it to her.[redacted] later informed us that she lost this check and we reissued a new check # [redacted] on 3/3/16 for the same amount which [redacted] cashed on 3/14/16. Our replacement check was delayed to ensure the stop check order was valid to prevent negotiation of the first lost check.Again, Bob Wagner's Mill Carpet Inc., d/b/a ProSource of Philadelphia worked hard to service [redacted], however, the customer has been refunded all monies due and we consider the issue settled.Please contact me directly if there are any additional questions.Thank You,Thomas W. CPA, Controller, Treasurer

June 3, 2016The above customer purchased vinyl flooring for their kitchen area and we installed it on 9/5/14.History:• Approx 12/29/14: customer called complaining that the floor had a bubble in it, which we responded to and injected additional adhesive, weighed down and the bubble went away.•...

 2/9/15: customer called complaining about another bubble appearing. We inspected, corrected but because this was a second time, we decided to have the floor inspected to make sure the material was not defective.• Inspection was completed and report indicated that the floor was not defective and that the bubbles were the cause of extreme sunlight and heat coming through the adjacent door. This extreme heat is re-activating the glue, causing the vinyl to release in spots. A copy of the report (attached) was given to customer along with the recommendation to put a window treatment on the door to avoid further issues.• The customer called 3/21/16 complaining of another bubble. When asked if the customer has install a window treatment on the door we were informed no.In the interest of good customer service, we have scheduled another appointment for Saturday 6/4/16 to inspect and repair the bubble. However, without taking preventative measures (installing a window treatment on the door to reduce the amount of heat exposure), this issue will most likely return.We are celebrating our 41st year in business and value our reputation. This issue is caused by the local environment, is not a manufacturing defect, and is not related to workmanship. In the interest of customer service, we have gone out to repair the area multiple times. We have shared the inspector's findings and suggestion to add a window treatment to the door.I'm not sure what more can be asked of us to address this customer's concerns. Hopefully Saturday's appointment will meet with permanent success.Sincerely,Matt WPresident