Cotton Was A Monkey Inc.

Dear Ms. [redacted],
Multiple individuals from this company have made many attempts to complete this transaction by scheduling the installation. We have been told that they no longer want the merchandise because of the amount of time that it took to come in. We are hoping [to come to an agreement...

and have this installed.
Thank you,
Thomas P[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10265340, and find that this resolution is satisfactory to me. 
Regards, [redacted]

The manager never called as his secretary promised. That is always the problem as they never follow up. The called me and told me the manager was out of town but would call me on Saturday. He never called so I am still dissatisfied.

Dear Revdex.com,We have serviced Ms. [redacted] installation and replaced boards that were topically damaged caused by an external force. There was (1) single board at the time that had a factory blemish and we replaced other boards at the same time to assist in satisfying the customer. The manufacturer...

will not warranty against scratches, but we scheduled an appointment for 12/19/15 for the installer to return and review the claims that Ms. [redacted] made on a seam that was rising in the board. We called on Friday to CONFIRM this appointment and to offer an approximate time of arrive. Ms. [redacted] had then brought up the issue that she wanted MORE boards replaced that were scratch. This is NOT a warranty issue, so we tried to explain that we might only be able to inspect this on Saturday.Ms. [redacted] became extremely verbally abusive and consistently used foul language and was very loud and combative. We thought it would be best to call her Saturday morning on the 19th.The next morning at 8AM I had the installer in the office and called Ms. [redacted] myself to explain his visit and what to expect and that we may have to have a representative from the factory come out depending what we found that day. She immediately became combative and she was actually screaming into the phone. I have attached pictures for review, as you can tell this is abuse to the flooring and there are multiple scratches across several boards. I was not going to send anyone to her home to be put in that position. she was abusive and continued to use foul language.We contacted t he manufacturer and they are having an independent inspection office contact Ms. [redacted] and conduct a factory inspection. Once this is complete we will proceed accordingly. We also sent a registered letter on 12/19/15 immediate following. I have attached that as well as the email form [redacted] that they will be conducting the inspection.If Ms. [redacted] would conduct herself in a semi-professional manner this could all have been avoided. No one lied to her ever, but we will not allow our employees to be abused by consumers, especially when we are trying to help

The material for this installation are received and have been received for over 2 weeks. We have attempted to contact the customer and have not had a return call. Our service department has sent a letter to please contact them. We are now waiting for a response. 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.
The business states: "We were scheduled for installation on 9/10/15 per our contract." My response: Our original scheduled install date was 8/3/15. As far as I know, this is the only contract I signed with the company. The only reason we had placed our order with the sales rep in the first place was because he had assured us that the carpet would be installed before my family from Argentina visited us in mid-August. The purpose of our order was to install carpet in two bedrooms in which they were going to be staying. If the company had informed me ahead of time that the install wouldn't take place until 9/10/15 I would not have ordered and would have instead found a faster solution.The business states: "We confirmed the installation on 9/9/15."My response: A representative called me on 9/9/15 to tell me the carpet had finally arrived (one month and six days after our original install date). She asked me when I would like it installed. I told her as soon as possible. She asked me "how about tomorrow?" I said yes and asked what time. She could not tell me a specific time, or even window of time, but said that someone would call me between 8am and 10am on 9/10/15 to confirm. In that same conversation I told her about the stair runner conversation I had with Mark, our salesman, and asked her to confirm that our stair runner would also be installed on 9/10/15. She said she needed to check on that and she would get back to me. She never got back to me and I never received any further communication by phone or email from the company. If it will help resolve this issue I will attempt to pull my phone records to provide that information. Please let me know. The business states: "At that time [9/9/15] the customer notified our service department that there was a verbal discussion referencing a carpet runner that the customer wanted to have installed at the time of installation. My response: Yes, I asked to representative to confirm that the stair runner would be installed on 9/10/15 at the same time the carpet was to be installed. It was not just a verbal discussion about this that I had with Mark our salesman, I have our email conversation about this and would be happy to provide this if it helps resolve this issue. The business states: "This was NOT part of the contract and we would have corrected their needs at the time of installation. My response: Yes, that was not a part of our original contract. I stopped in and asked Mark about this after the original order. I was assured there would be no problem having the stair runner installed. In fact, he originally suggested that I just tip the installers something for their help -- but then he said something along the lines of "... but to do things right, we should actually schedule this." He just needed to know more information, such as the specs of my stairs, the specs of my new stair runner, and what kind of roll I would like on the stairs. I provided this information to him by email on two different occasions: 8/3/15 and 8/5/15. The business states: "We were not to get back to the customer, but we were to arrive as scheduled and decide what was needed above and beyond the original agreement and satisfy that need when we had technicians present."My response: In the same conversation on 9/9/15 that we scheduled the 9/10/15 install date, I asked the woman to confirm that the stair runner would also be installed. She could not answer that question and said she will look into it and get back to me. I never heard back from her. In addition, I wouldn't have agreed to just decide the terms of the stair runner installation in the moment that the technicians were present. I had provided Mark all the info he had asked for relating to this back on 8/3/15 and 8/5/15 (by email). For this reason I asked for confirmation ahead of time that the stair runner would be installed. I did not just request the stair runner installation in the spur of the moment the day before the 9/10/15 install date -- I thought this was all resolved back on 8/5/15 when I sent Mark the last piece of information he had asked me for.The business states: "we went to the home as scheduled and found no one to be there." My response: I am not arguing this, as I wasn't home. The problem is, someone should not have come without confirming with me ahead of time. I was told I would receive a call between 8am - 10am that morning as to the time they would be coming, but I never hear anything. I also never heard back from the woman from the night before who said she would look into my stair runner question and get back to me. Something was definitely lost in communication here.The business states: "We attempted to reschedule and or contact the customer to no avail. This is not cancellable and we need to schedule the installation as agreed."My response: I have not heard from the company since my conversation on the evening of 9/9/15 -- whether by phone nor email -- regarding a reschedule. However, as I have mentioned, at this point -- even if the company would like to reschedule now -- I do not want to based on this entire experience. To resolve this case I have been requesting a refund of everything I have been charged for.
Regards,
[redacted]

I called Mr[redacted] and left him a VM to discuss this order and finalize the delivery.
Thank you,
Thomas P[redacted]

Dear Ms. [redacted],
This order has been processed for a mail refund. The material was a special order, but I did make arraignments for this client to cancel. A check has been sent.
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]

Dear Revdex.com,We did not remove or replace a subfloor at this home. Our contract was to remove the existing vinyl floor and the underlayment and to install new underlayment and flooring. After the installation was completed there was no record of a squeak.Upon inspection we found a squeak that we believe...

may be the subfloor. Because there is no access from the basement to this area, we would have to open the flooring at a grout line and secure the subfloor from the top, this is not acceptable to the customer. We have agreed to replace the flooring and when the flooring is removed and if the squeak still persist, the replacement cost of the subfloor repair and the new flooring will be the customers responsibility.We will attempt to contact him once more and offer the original repair solution and see if that is a acceptable. I will also make note that we have been in constant contact with this customer and we are committed to continue servicing him.Thank you,Thomas P[redacted]

There are no refunds on laminate flooring once it has been received. We did offer a store credit to Ms. [redacted], but she was not happy with that offer. This situation was resolved by us accepting the material to be returned and a full refund was given. This was a policy adjustment and hopefully...

it will satisfy the customer. Thank you, Thomas P.

Dear...

[redacted] I have done everything that Mr. [redacted] has requested. He called me and asked me what to use to clean his floor, once I told him what product to purchase he asked if I would give it to him at no charge. He also told me over the phone that there was an area that he wanted to put shoe molding on himself and if I had more left from the installation and ALSO asked if we could deliver all his requested materials to his home. I also would like to note that the original complaint included a scratched wood step nose that we paid a sand and finish technician to repair even though it was not established that we caused the scratches. We did not removed the old carpet, Mr. [redacted] did and the scratches were caused by the rip out not a razor blade. I believe that we were taken advantage of by being to accommodating.
Today I had our service technician drop of a length of Qtr. Round molding and a hardwood cleaning kit to satisfy this claim.
Thank you,
[redacted]

From: [redacted]Date: Wed, Nov 23, 2016 at 2:25 PMSubject: Re: You have a new message from the Revdex.comTo: Revdex.com <[email protected]>I received a call form Andre the Service Manager who is requesting a refund be sent to my mother.  I will let you know the outcome. Thank you for your help in this matter.

In response to this complaint:
Our service representative has filed and requested a credit be given to this customer in the agreed upon amount of $250.00. This amount has been posted in our system and I will verify that it has been batch to the finance company. Either way this may not show up on...

her monthly statement for this billing cycle. If she does not see a credit on her next bill, she can contact me at [redacted].
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.
I spoke to Mr. P[redacted]  on Monday, August 10th, 2015, the conversation ended with him stating that he would look into what else could be done for me.  He called back at approximately 2:30 on Wednesday August 12, 2015 and left a voice mail to return the call, which I did later that afternoon.  I also tried to follow up with him the next day and left him a second voice mail to return my call.  Since the 12th, I've not heard from him.  This is in keeping with the habit of the employees of Rochester Linoleum/Carpet One  of not returning phone calls.    I'e been led to believe at every step of the way that the company would make this situation right.  First by Richard, our salesman, them by Richard, the store manager, the service department and finally, Mr. P[redacted] during our phone conversation.  I've been told by everyone that I've spoken to that this is not the way they do business, and this is not the reputation that they want in the community.  It has become apparent to me that I should have looked them up with the Revdex.com prior to purchasing carpet from them, as the long list of complaints against them certainly would have been a deterrent.    Mr. P[redacted] was rude and argumentative during our conversation, continually talking over me, even scoffing at the notion of a Revdex.com complaint, stating that it means nothing.  It wasn't until I pointed out that, having worked in customer service myself, sometimes you have to take the verbal beating and smile in the name of service that he calmed down and let me speak with fewer interruptions.  I will continue to pursue this because I refuse to be intimidated by someone treating me like a dumb broad on the phone.
Regards,
[redacted]

Dear [redacted]
Upon receipt of this complaint our sales manager called the provided phone number and left a voice message. We did receive the refund request, but not until late March and it was marked "second Request" from our Henrietta location. My apologies if there was an error. We have...

already posted a check for a refund and I will follow up at the end of this week to see that the customer has received it.
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.
Promise was made of an installation date but when we called to confirm today we were told they again are unsure if the promised date could be met.   They needed to check with manufacturer and would call back in the afternoon.  As has repeatedly the case they never called back.  What a surprise!  At least the fifth time the same exact thing has happened.Wish I had never entered into business with this company.  Nothing but broken promises and aggravation to date. Waiting 80 days and counting.
Regards,
[redacted]

We were scheduled for installation on 9/10/15. We went to the home and no one was there. we attempted to contact the client on 9/15/15 and there has been no return call. we will keep following up and try to schedule this installation.
Thank you,
Thomas P[redacted]

I response to this rejection:
I understand the customers frustration due the availability of a product especially when they are anxious to have a project completed.
If the client feels that the special order is "not that special" doesn't justify that it can be returned.
Furthermore, although I do not agree with the Sales Associate's response to the clients frustration, I now must point out that our Sales Manager observed the response, but that the client came into the store very aggressive and was extremely loud and borderline abusive.
I fully understand that these things happen out of frustration, but there needs to be mutual respect.
Ultimately, the product was delivered and it is not returnable to the mill. If the customer is in need of any other flooring, I would consider exchanging this for something that she may have better use for. She is welcome to contact me at anytime to discuss this.
Thank you,
Thomas P[redacted]

This -replacement is scheduled for 8/26/15.