Cotton Was A Monkey Inc.

Hello,The carpet was installed on 8/21/15.  I have never filed a complaint with Revdex.com, so I'm not completely familiar with what could happen next (other than closing the complaint).  What I don't want to happen is for this to happen again to another consumer.  I truly feel like my carpet was given to another business.  What are my other options?  Is there another organization I can forward my complaint to?

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.**I've attached pictures of the rooms' appearances after the second installation on 10/24/2014. This was how those rooms looked for the duration of time we were dealing with [redacted] until [redacted] installed new carpet for us. The pictures were taken on 12/7/2014."Mrs. [redacted] purchased carpet on 9/18/2014 and it was measured at her home on 9/20/2014. The installation date was scheduled for 10/18/2014."These dates are all correct."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 which only accounted for less than half the flooring installed at that point. We left the product installed on her floor at that time and sent out an inspector to investigate the defect."The defect that Mr. [redacted] referred to was not small; both the office room and bedroom had a shortage of carpet, as stated by the installers than came in that day."Mr. [redacted] had determined that a small 'line' in the dye had been from the factory and he recommended that we replace that room only."
The first installation was scheduled for 10/18/2014 as mentioned early in Mr. [redacted]'s response. However, this "small line defect" he is referring to was not present in the first installation carpets. The defect was in fact a shortage of carpet in both rooms. The defect which Mr. [redacted] was referring to was present in the second installation, that he failed to mention, which took place on 10/24/2014. On that day, installers came to re-install carpet in the office room, which evidently had a line of dye on it and was unacceptable (Image titled Office #4). The bedroom still had the uninstalled carpet from the 10/18/2014 installation."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 point. Our Sales Manager Robert [redacted] 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 in.."We were never given a specific date on when the material would be available. When communicating with Mr. [redacted] and Robin, they were very vague on how they would even deal with the situation. In fact, they did not even truly address the re-ordering of carpet. Consequently, we never agreed to "wait until the merchandise came in" because we were never told that new merchandise was coming in to begin with."The material arrived and I attempted to confirm the installation with the customer and her daughter, but I was then directed and called by the daughter's boyfriend and told that he was going to have a friend furnish and install his own carpet for the whole entire area instead."This is true. We were called on 11/25/2014 by Mr. [redacted] to inform us that the carpet had arrived and they would like to schedule an installation date. Our response was that we no longer wished to do business with them because all communication between us and them was initiated on our side and they were vague when it came to how they would deal with the situation. My daughter called both Mr. [redacted] and Robin every week since we first encountered these issues back in October. Yes, we took our business elsewhere and rightfully so, the poor customer service from [redacted] went on for too long (nearly two months)."I told him that the purchase was already made at this establishment and that he should not put Mrs. Douangdara in this situation and that she already had product installed and that we would not be able to cancel this. He was not concerned with this and we have not had our calls returned to schedule an appointment. Thank you, Thomas [redacted]."My daughter's boyfriend was unconcerned because he was also communicating with [redacted] in the weeks between 10/18/2014 and 11/25/2014. Specifically, he spoke to Mr. [redacted] and Bob W, the man who came to do the measuring for both rooms. By the time Mr. [redacted] called us on 11/25/2014, we were already tired of being left out of the loop by [redacted]. If everything that Mr. [redacted] said was 100% true, we likely wouldn't be in this mess to begin with; we would have continued doing business with [redacted] no matter how discontent we were. Nearly two months had already went by and we just wanted the job to be done. However, we wanted the job to be done by someone we knew would get it done honestly and ASAP. All we want is for them to cancel our account with them so that we no longer have to pay and that they take the uninstalled carpet that they left here back.
Regards,
*

Dear Revdex.com:It is understandable that the customer would be upset, it was a very challenging layout for sheet vinyl and it needed to be replaced. This work has been done and we hope that the client is now satisfied with the results. We appreciate the opportunity.Thank you,Thomas P[redacted]

Dear Ms. [redacted],
We have tried everything with on our power to have the merchandise for the [redacted] before the holidays. We have gone as far as temporarily fully installing a carpet in their home until the product they chose has arrived. I fully understand their frustration, and I am sure that I...

would be upset if I was in their position.
We truly appreciate their business and we will be installing their product as soon as it arrives.
Thank you,
[redacted]

Business has resolved issue.

Dear Revdex.com,Mr. [redacted] purchased flooring on 9/12. It is an estimated 5weeks on Special Orders. We can only supply the estimated amount of time that theses products can take to arrive. I apologized for any inconvenience, but we did offer to deliver the material to their home when it did arrive....

This is a specialty item and sometimes the length of time for delivery can be extended.Thank you,Thomas P[redacted]

I spoke to Mr. [redacted]. His product is on its way and we are scheduled for next week.
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.Regards,The substantial discount was extremely minimal and insulting.  They lied to us throughout the entire delivery process.They promised us certain dates 3 times on when the carpet would be delivered and they never followed through.The carpet is currently installed after 61 days of waiting.  They originally stated we would have the carpet in 21 days.We had to go through several work schedule changes to work around all the dates they promised us it would bedelivered, so someone would be at the house to open the door.  They never called nor ever showed up.  The customerservice is absolutely horrible.  It is no wonder that they originally had 7 stores in the greater Rochester area and now they have 4.  It is only a matter of time until the whole company goes under.  Upon delivery after 61 days two meat  heads showedup at the door.  They did not introduce themselves nor explain what they were going to be doing.  They smoked cigarettes in their truck half the time and left all the butts in my driveway.  So unprofessional it's disgusting.  I would never recommend thiscompany to anyone.  I want this company to reach out to me and provide me with a better discount.

Dear Revdex.com,The flooring for [redacted] arrived earlier this week and was installed on 10/11/17 and the moldings were completed on 10/13/17. I believe that everything was installed to their satisfaction. We apologies for the delay, but we can only convey the information that we receive from the...

Manufacturers for delivery.We appreciate the opportunity and will do our best to improve our communication.Thank you,Thomas P[redacted]

Dear Ms. [redacted],
The purchase of flooring was finalized on September 16th and the original scheduled goal date for installation was the third week of October.
The material was delayed in production and finally arrived and was installed 11/18/14 & completed on 11/20/14.
I am concerned that...

in her letter she claims an additional call was made on 11/28, but the installation was already completed.
I have attached a copy of the "Installer Invoice Copy", with the customer's signature on 11/20/14 stating that the installation was completed to her satisfaction.
Thank you,
[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.
We never had a rejection! We were never contacted. All they do is lie!! I will send the log if it will help get them out of the Revdex.com. I know this is going no-where and I know our carpet will not get replaced. I just want to save other customers the headaches we had had with this company!! It makes me so sick to pay that bill every month! If they are in the Revdex.com it should be a trusted company! I dont know what to trust anymore.
Regards,
Martin Boehm

On September 5th, 2015 our Installation Office sent a registered letter to Mr. [redacted] that his material had arrived and it was sitting in our Canandaigua Retail store ready for pick up. We sent this letter after many attempts to contact the customer.
This material was ordered to their...

specifications and color. The consumer was fully aware that we needed to order this material form the [redacted] Factory and that it was 4-6 weeks on an average delivery time. Our contracts(invoices) are very descriptive of the cancellation policies and this is paid in full prior to ordering and non-cancellable.
I have included copies in this email.
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.
While I appreciate the apology, it does not address the prolific level of "misinformation" we received about our scheduled carpet installation. Given the number of "explanations" we were given about why our carpet was not available over six weeks after we paid for half the carpet and several requests for documentation of the order date of our carpet, it is clear to us that our deposit was accepted but our order was not placed until we complained. We don't understand how this is acceptable business practice or customer service. We would think you would want better for your business.On a side note, our order finally came in and has been installed. The team that did the installation were great. The carpet, so far, looks beautiful. Unfortunately, as they transitioned the hallway carpet they were installing with the other rooms along the hall, they noted the carpet we purchased from you at the same time we purchased the carpet they were installing had been poorly installed. There is an obvious glue stain from the original installation, the carpet is "bubbling" away from the walls and the seam is poorly finished. They graciously offered to fix the seam with the remainder of the carpet from the prior install and were surprised to learn the extra pieces had been removed by the prior installers. The lead installer gave us the customer service number to call. We will follow up but, frankly, we do not expect a satisfactory resolution.
Regards,
[redacted]

Our service department will contact this client. All materials from this manufacturer are going to be available later this coming week and we will be filling their order soon after. We apologize for any inconveniences that we may have caused.
Thank you,
Thomas P[redacted]

Dear Revdex.com<Mr. [redacted]s kitchen was completed in a timely manner. He gave us information that there would be someone that could help make decisions while he was on vacation. Once we contacted that individual, he said that he was only the rental agent and that he didn't wan the responsibility. We made...

sure that everything was completed prior to their renter coming in except for the countertop. We made a  temporary sink and countertop for their use and then had it template and the new granite installed as soon as possible. This did not stop use of the kitchen and was discussed prior to the project beginning. Mr. [redacted] also emailed for out of town that he accepted some moderate changes that he would pay for and has refused to pay for services rendered.Sincerely,Thomas P[redacted]

This customer is scheduled to be installed on 7/25/15. The item that was chosen was back ordered and has now been filled. We apologize for any inconveniences.
Thank You,
Thomas P[redacted]

[redacted] flooring is scheduled to be installed 5/1/15. The material was back ordered and it has arrived for installation.
Thank you,
Thomas P

When a production of a product does not meet our "Goal Date" of installation, we will notify the customer as soon as possible. The flooring product for this client was never "lost", just not available for their goal date of installation. At point of purchase, we will ask the customer for a goal date...

and include this on the invoice. This invoice also states that the installation dates may vary due to availability. Any delay is an inconvenience, we understand this, and we do contact the customers and offer an new installation date or an upgrade from inventory as an option. The delay was approximately 10 days and the installation has been completed. I apologize for any inconveniences, but some delays are unavoidable. Thank you, Thomas P.

As explained, on numerous occassions with the business representatives, it is morally reprehensible to charge a customer for the full amount of goods and services without first delivering the merchandise or performing the contracted services.  On the original date of the contract, we paid a deposit in advance of delivery.  We did not dispute the charge for the deposit.  And, if the business asked for a larger deposit sum, we would have accommodated the business.  But, to be told that charging a customer for the full contract amount before performing the work "is standard industry practice", and expect the customer to begin making payments (in effect accepting the charge as legitimate) prior to delivery is simply bad business ethics.  In any other area of home improvement, this is not an acceptable practice.The business claims the carpet was installed "earlier this month", and that is a relative term.  In fact, the carpet was only installed 4 days ago.  At this time, the goods and services we expected have now been delivered and installed to our satisfaction.  But, given the repeated defensiveness of the business, and their refusal to comprehend what is a simple concept, (not charging a customer before rendering the merchandise or service) we will seek alternative service providers in the future.[redacted]

Our records indicate that this installation was completed on the 17th of this month.
Thank you,
Thomas P[redacted]