Cotton Was A Monkey Inc.

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 my knowledge the deposit has not been returned.  I am still disputing this with my credit card company.  Rochester tile and carpet one responded that I had signed a contract and it was special order.  However when I bought it the salesperson told me it was in stock.  I recently attempted to contact the salesperson again requesting my money back.  Strangely I have not heard back from the salesperson.  This is vinyl tile-its pretty common not an exotic flooring.  When I bought it I was told that I could even receive it the same day.  I have never received an apology from the store.  I would have difficulty trusting that the apology would be genuine. The deposit was 219.00
regards,
Karen [redacted]

First of all, contrary to what you have stated, they have NOT gotten back to me.  In fact, most of my correspondence with them has been from me.  They say they will get back to me but never do.  Their letter to you was misleading.  It was NOT the sub floor that was the problem  It was the Luan flooring they put down prior to the linoleum.  There was NO squeaking before their work and now major squeaking just as you enter my kitchen.  I refuse to pay for any remediation they suggest.  My final offer:1. They pull out the whole floor and redo the project OR2. Give me my money back so I can go to another flooring dealer.They are obviously giving you lip service only.[redacted]

We do not have a contract with Mrs. [redacted] and we have not sold or installed any flooring for her. We did work for the builder of the complex in 2006-2009. Rochester Linoleum and Carpet One fulfilled its contractual agreement in 2010 for any service or warranty work for the One Year Term. I do...

not know who maintenances this project or if they are individually owned. We did receive a call from Mrs. [redacted] and we contacted the manufacturer on her behalf and forwarded their representatives the customers photos, her concerns and her information.  I do not believe that this complaint is valid as we have not sold or installed any products for her. We will continue to assist her in any communication with the Factory. Thank you, Thomas P.

I spoke to Andre today after calling 5 times and he said it wont be deliverd...

until next week now sometime and was having Ricahrd call me back.  i work inthe are so I went on my lunch hour and spoke to Richard who said he is not sure when it will be delivered and has his boss looking into it.  i keep asking for a refund and they change the subject.  i want my money back and sick of being treated like this.  i can go to a different place and have my floor in a week.  i told them I keep being told someone will call me back and it si me who keeps calling for answers.  everytime I get a different story and I have had it.  6 weeks is way too long and still no product.  richard did offer me a different floor that I could have today but it is not what I bought or the best product for what I am looking for.  is there a way for me to talk with this Tom guy that has responded to you.  i dont like being walked on and want my money back to I can get waht I paid for elsewhere.

Our service department contacted the customer and they have protested their credit card although the Special Order Material has been received by us and we have attempted to schedule a delivery.
Thank you,
Thomas P[redacted]

Dear Revdex.com,Ms. [redacted] needs to contact her credit card company and review her statements with them. This is a process that she initiated, just like her flooring contract. Our notification from the Credit Card Company gives us specific instructions NOT to credit the account because it has been protested. They only ask for copies of the paperwork which has been provided to them. There is nothing else I can do at this time.Thomas P[redacted]

Dear Revdex.com<My Apologies if I did not make this clear in my earlier response. We are taking legal action against this customer and we do have a court date scheduled.Thank you,Thomas P[redacted]

Dear Revdex.com:From reading the complaint I see that there obviously some miscommunication on our end and the information that we shared with the customer was either incorrect or not explained properly. As of today , Saturday the 13th. Her carpet was installed and the installation had gone...

satisfactory. From time to time we do make mistakes and I hope this was not to inconvenient to her schedule. thank you,Thomas P[redacted]

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. 
Regards,
[redacted]

Dear Revdex.com, I was not informed of rudeness on the first complaint, therefore I could not address the issue.I do apologies for any inconvenience and we are regretful that a customer was miss informed or miss treated in any way. We are very happy that they chose to do business with us and hopefully they are satisfied with the final installed carpeting. Please accept our apologies. Thank you, Thomas P[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]

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.
This company has called and scheduled a date to assess our carpet installation but nothing has actually been done yet so this is not officially resolved. If Mr. P[redacted] would review the entire complaint there are numerous issues.
1) I was promised an install date that they had to post-pone. I was promised a May 4th install over the phone by the salesman on April 29th, I was also promised this in person when I visited the showroom to select a carpet. The main reason for the date & carpet change was because he said we would have seams if we went with the carpet we wanted, at least this is what he informed me. We chose another carpet that we were told we would not have seams with and could be installed sooner but after the promised date however this carpet has seams, all over the place.
2) I was shown 3 different samples for the carpet I wanted but all were different.
3) The salesman we dealt with was not extremely helpful, trying to encourage us to purchase a carpet that was absolutely nothing like what we wanted, then calling another carpet "trash" but then trying to upsell it when we were ready to walk.
4) Installers showed up earlier than requested, without proper notification.
5) I was promised a carpet with no seams but there are numerous seams in two offices and part of the carpet is already falling apart.
6) The tack strips were not properly installed either and we had to fix their poor installation job.
My choice to reach out via [redacted] is not unprofessional, other potential or current customers should be made aware of their poor business skills if they are going to do business with them. I have read numerous reviews of the store managers and district manager ignoring phone complaints so I used the Internet which is completely acceptable. Had my [redacted] complaints been addressed I would not have to go thru Revdex.com, I should not be shamed for my method of reaching out to this business.
Like I stated in the original complaint, I am not only requesting that the carpet be repaired but a partial refund.
Regards,
[redacted]

Revdex.com:
Thanks so much for your help in trying to resolve this issue. Although Mr. Thomas P[redacted] (Rochester Linoleum & Carpet One) response GREATLY DIFFERS from what we know to be truthful in requesting this refund we are thankful for your help. At this time we did receive a check today, Sat 4/11/2015 for our refund BUT this check is made out to, [redacted] [redacted] instead of my name, [redacted] [redacted] Would it be too much to ask of you to help us get them to correct this by sending us a check with the correct name on it, as I do not believe my bank would except this?? Obviously they know the right name for your correspondence!! Is this another stalling tactic?? We have been trying to get our money back since January! 
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.
Regards,
[redacted]

We have been in contact with this customer and we are working on an installation date for them.
Thank you,
[redacted]

On the contrary to Ms. [redacted] statement, we have made numerous calls to the [redacted] home as has our fabricator to schedule an appointment. After the complaint was made, it escalated to the Myself and the Sales Manager, Richard. Richard spoke with the [redacted], we also sent a registered letter to their home that they received and signed for. We did not schedule or promise a date for the Counter Top installation.  It needs a "Template" by the fabricator, and we have not been allowed to do that. The materials we ordered based on the original measurements, but the [redacted]'s have not responded to the last step of this procedure and they alone have caused this delay. Thank you, Thomas P.

Dear Revdex.com, My Apologizes. The materials had already been picked up at our Victor location. The customer pointed out that the material was 15 mile away from were their original purchase was made. We offered to deliver it, but he declined. We also would have delivered it to the original location the next day. Thank you,Thomas P[redacted]

Dear Revdex.com,
Because we are not able to come to an agreement with the customer, our Sales Manager will contact the customer to get this resolved.
Thank you,
Thomas P.

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.No one has called me to try to set up a single contact. I have made two visits to the store in order to get someone to speak with me after making multiple attempts to speak with someone on the phone. I want some sort of reimbursement or discount for all of the aggravation they have caused me. I have spent too much time chasing people down trying to get answers. How do they not know where their goods are? What kind of service business thinks it's okay to NEVER return phone calls? After visiting the store today, I was told to "be patient."  That takes some nerve considering I placed the order in February and no one can tell me where it is. This has gone from bad to worse. What a joke! Their resolution is to call me. They are obviously incapable of that. 
Regards,
[redacted]

Dear Ms. [redacted],
I will have our purchasing agent contact the customer and discuss installation dates wither.
Thank you,
[redacted]

Rochester Linoleum seems to want to avoid the real issue here.  The photo of the floor that they submitted was taken by them after the SECOND installer removed it from my floor and brought it back to the store.  So, that isn't even the issue that is in debate right now.  That plank was replaced.  My major concern right now is that they refuse to fix the damaged floor caused by their installers on the SECOND visit.  I have attached photos showing that the end of the plank is bent up as a result of the installers trying to jam two planks together, that were not cut properly, to fit together.  Rochester Linoleum keeps telling me to refer back to the contract that states any defect in the floor is covered under the manufacturers warranty, but it fails to acknowledge the statement directly under that saying that installation is guaranteed for one year from date of install.  They continue to address my main issue and they keep trying to push it off to the manufacturer.  I have had 2 other independent installers come and look at the floor and they said that the floor is NOT defected, it's all about the installer trying to kick a piece into a place where it didn't fit.  I sent them the same pictures that are attached the Friday afternoon when they claimed I was verbally abusive, but they failed to address that or post that in their response.Furthermore, I in NO WAY was verbally abusive to anyone at Rochester Linoleum.  Was I upset?  There is NO DOUBT about that.  I was/am still upset and beyond frustrated with the way they are trying to twist things around and not deal with the exact matter at hand, but I never swore or used any profanity in talking with them.  I was at work at the time of the call on Friday and I had 10 co-workers standing around listening to the conversation.  I would have gotten fired if I was yelling profanities in the office, so that definitely didn't happen.I am expecting that Rochester Linoleum will stand being their contract and fix the problem that was caused by their installers.