Cotton Was A Monkey Inc.

I have recently spoke with Mr*** and we are working on a resolution for the flooring
He had originally purchased a flooring that we allowed to be exchanged, but we did not have enough of that product on hand and it has been back ordered for an extended period of timeThank you,
Thomas
P

Hello,You can now dose this case, this has been settled with Rochester Lin & Carpet One extemally.Case# ***Thank you,*** ***

Revdex.com:Our floor has been completed However, I want to make it clear that on October 28, when our card was charged, I received phone calls, from different people (Robin, Andre, and Tom), at first requesting, then not so nicely requesting, another $ I refused I said that once the job was completed we would pay the full amount as agreed A few days later, my husband, Vincent Starr, noted the charge for the full amount (4956.73) without our authorization, apparently after they had gotten my third refusal to pay more When we noted the charge, we issued the complaint more dates for completion were given to us, both cancelled because the "wrong" product had arrived On 11/our floor was completed In our opinion, we feel that this company took advantage of the fact that we are elderly and thought we would not notice that the charge was placed.Thank you
Regards,
*** ***
*** * ***

Revdex.com:
We have conversed regarding or concerns and differences . I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me. Our carpet was professionally installed on 1/24/
Regards, *** ***

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

Dear Revdex.com,We apologize for any inconvenience we have causedThis was not a ROBOCALL, but an actual call from the President of our company letting customers know of an upcoming saleWe only contacted previous clients from our own data baseIf a phone number was keyed in to our database at some
point that may explain why the call was made to this customer by mistake.Again, we apologize for any problems we may have caused.Thank you,Thomas P***

we do not do service work on SaturdaysWe have made an exception for this customer because of her busy schedulewe did do an inspection on the 23rd of May and we have ordered additional material to complete the repair
Thank you,
*** ***

upon receipt of this complaint we contacted the customer and scheduled the installation for tomorrowI believe that this was just a miss understanding on whether the materials were actually received and if the original call was made by mistakeWe do have the flooring and it will be completed tomorrow
Thank you,
Thomas P***

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

upon receipt of this complaint we contacted the customer and scheduled the installation for tomorrowI believe that this was just a miss understanding on whether the materials were actually received and if the original call was made by mistakeWe do have the flooring and it will be completed
tomorrow
Thank you,
Thomas P***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I received a call yesterday, 8/20/from Robin at Rochester Linoleum & Carpet One to say our order had arrivedThat is days after the original delivery date of May 8, and days after the purchase date of 4/18/when we were charged by Rochester Linoleum I told Robin we had received a call from Franko on 7/31/to see if we were happy with the installation and I told him nothing had been installed or delivered and we wanted a refund credited to our credit card account. He said that would come from the main office and would take about two weeks. In the meantime, we filed a complaint with our Mastercard account since we had not received anything for our purchase in over days and they have credited out account the full amount charged by Rochester Linoleum. I also made it clear in my response in this forum on 7/13/to Thomas that we were cancelling our order. I also informed Sue on 7/28/when she called to say our order would be in next week (which would have been the week of August 4th) that we had cancelled our order because it had taken too long. Clearly there is a lack of coordination between departments at Rochester Linoleum for them to call to say the order had been received, over days after it had been cancelled
Regards,
*** * *** ***

I called Mrs*** as promised and she told me that she would retract he complaint if we gave her moneyI did not ask for her to do this, this is what she proposed to meI do not feel comfortable with this situationI offered a discount on a future purchase and she declined
Thank you,
Thomas P***

Dear Revdex.com,The deposit has been returned and the installation has been cancelled.This was an order for tile material that can take several weeks to arrive, and we apologize for the delay.Thank you, Thomas P***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,*** ***

I read the complaint and I would be happy to reopen the claim for this customerI do not have all the details, but if there is a documented defect we should have no problem handling a replacement of their materialsI will have Richard from our Management Team contact this customer to make
arraignments
Thank you,
Thomas P***

Dear Ms***,
I just read the *** complaintThis order consisted of a large kitchen and a small powder roomOn the day of installation everything went well and the job was competed 100% with the exception that the SKU pattern for the powder room was the wrong patternWe left the
material in and complete, while we made arrangements for Armstrong to send new merchandise to replace their product mistakeThe mill had sent the wrong pattern for the powder room and admitted their mistake and was producing new material to send
Mrs*** knew this and understood, in the mean time her daughter called the service department non-stop demanding compensationOur sales manager, ***, was in touch with Mrs*** numerous times through out this process and the powder room floor was replaced and completed on 12/11/
Thank you, *** ***

Dear *** ***,
After reading the complaint I gathered copies of the invoice, the finance application, the signed bank draft and the installation contractAll five signed documents support the final contracted price with the use of the month financingI am not implying that there may not
have been a misunderstanding, but I am reinforcing the fact that there are multiple elements involved with completing a final price and multiple signatures that are required to avoid this type of miss communication including a contract that states in bold type that requires three signatures and the final signature states, in large bold type "I agree with the final Total and Terms of this Contract, and authorize work to begin"
I have interviewed both sales representatives involved in this transaction and I am of the understanding that this purchase was made with more than one visit to the showroom and there two separate sales associates involvedThe first visit of record, there was price discussions with no financing and the second sales associate confirmed there was financing involved and that it was clear that there is no discounts offered with the finance program, and the final contract supports this
Our Sales manager Richard will continue to try and correct this situation, we will pursue a solution that will hopefully satisfy this customer
Thank you,
Thomas P

Ms*** purchased carpet on 9/18/14, and it was measured at her home on 9/20/The installation date was scheduled for 10/18-During the installation which included labor to rip out the existing carpet and move the furniture we had detected a small defect in the office are only which is
only accounted for less than half the flooring installed at that pointWe left the product installed on her floor at that time and sent out an inspector to investigate the defectMr*** had determined that a small "line" in the dye had been from the factory and he recommended that we replace that room only
The customer was informed that the material would not be available due to production until late December and to keep what was installed until that pointOur Sales Manager Robert K had offered to replace the furniture to make the room functional until replacement product arrived and the customer said they would wait until the merchandise came inThe material arrived and I attempted to confirm the installation with the customer and her daughter, but I was then directed and called by the daughters boyfriend and told that he was going to have a friend furnish and install his own carpet for the whole entire area insteadI told him that the purchase was already made at this establishment and that he should not put Mr*** in this situation and that she already had product installed and that we would not be able to cancel thisHe was not concerned with this and we have not had our calls returned to schedule an appointment
Thank you,

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

Dear Revdex.com,As I stated in my first response, we did follow up with the manufacturerAlthough Ms*** was being difficult, we still thought it would be best to request an inspection by *** Industries, the company that makes the flooringHer complaints and the original repair are typically caused by damage post installationWhether the pictures were of her flooring prior to the last repair or not doesn't matter, it shows scratches "across multiple boards and the CROSS OVER in a continuous directionPlease note that these planks are put together in sections and are no more that 5"-6" wideIt is absolutely impossible to be taken out of a box scratched and put together with the scratches going across multiple boards, it just can not happenThese scratches are consistent with a post installation abuseWe replaced the scratched boards at our own expense the first time as a courtesy, and because there was one board that had a factory blemish and we were going to preform the service so we decided to tie it together and not charge the customer for the damaged boards.Now, after a second inspection, it was determined that they were damaged by abuse, and not under warrantyEven though this was a chargeable service, we decide to send the installer back again, on a Saturday to accommodate Ms*** and perform the repair again at no chargeThis completely exploded when we called her to confirm the repair for Saturday and she became ,completely irrationalI spoke to her myself Saturday morning, and I have been trying to be polite and downplaying the situationShe was not upset, but completely out of control on the phoneI have been employed here years and I have never encountered such a situation or have I ever refused to send someone out to a service, this is a first.None the less, we still had *** send and independent inspector to her home, he conducted his inspection on 12/29/His findings have already been returned to *** and they sent their findings to us in the form of an email. His conclusion: "The appearance of the plank with the broken end joint is consistent with vertical deflection" and "Regarding the four planks under the table with scratches running across them is consistent with the effects of grit in the felt pad of the chair legThe scratches are next to the chair and stop at the point to where the chair can be pushed into" "This is a locally caused issueNo manufacturing concerns found.We are still willing to correct her issue at no charge, even though it has been found to not be a defectBut she needs to be respectful to our service installers and office personnelI know that we also make mistakes, but we clearly want to help in this situation.Thank you,Tom P***