Cotton Was A Monkey Inc.

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 do not have a problem with the carpet or the installation of the carpet, it was installed in a timely manner as promised. The problem is the counter top . First it was promised in a 2-3 week time period, which was not delivered. I called numerous times for updates and was given the run around. No one could even have the courtesy to return my call until I filed this complaint with you, The Revdex.com. I received a Credit card statement in the mail and I don't even have the product in my home. What kind of business is this? Rochester Linoleum and carpet one failed to Keep up their end of the deal, I ordered this product on 04/09/16 and it was supposed to be installed by the end of April, it is now 05/26/16. I no longer want this product, I would like my full $500.00 deposit to be applied to the carpet purchase so I can be done with this poor excuse for a business.
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.
We have not received multiple calls from Rochester Linoleum for installation. We received ONE (1) call only after we disputed the credit card charges in an attempt to get our deposit back. This message advised the carpet "was on the truck" - something we had been told many times before. We received no additional calls. No calls were returned from management. Even after being promised to be called back. After several months of trying to do business with this company, we can no longer wait and wait. Any reasonable person would need to take some form of action out of fear they would never receive the product they purchased. We made many attempts to discuss the issue with management and were ignored. It was not only that "it took too long" - this issue is about being repeatedly lied to, no updates, no follow up and no product for months. Rochester Linoleum can not expect their customers to go for months being ignored and being ok with no communication. Now only after filing a Revdex.com complaint and disputing the charges, do they come back with any response at all. Take a look at their Revdex.com file - it is full of similar complaints. This is not a one-off issue and we do not want to pursue further business with Rochester Linoleum. We are simply requesting our deposit back and we would like to move on.
Regards,
[redacted]

In reference to this complaint:
She has been dealing with Management, Richard is the Sales Manager. The material that was ordered for this client is a special order, made to order and was delayed. Richard has explained this, I am sorry for the delay but it does happen from time to time.
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.]While I understand the installation date on the contract may change, what I do not understand or accept is that on three separate days I confirmed the installation would occur on 11/8/16 and only when we called when no one called us or showed up on the rescheduled installation date were we told our carpet was not in Rochester. Why, when our carpet was not in Rochester on 11/3 were we told it was ready for installation. Why were we not called and informed there was a delay. That would have been good customer service. This lack of contact followed by changing stories and outright rudeness from salesman Brown are unacceptable. I will say Richard S[redacted] was polite albeit frustrated by our pursuit of a resolution to our situation.
Regards,
[redacted]

I will be faxing copy of contract as requested. It is not easy to read, so I think it will be even worse as a fax. I read...

response from Rochester Linoleum, it was worth noting that they did not call it a "special order". I did call numerous times prior to 4/11/2015, to cancell order. Special orders do not have a style name "Galleria Pride" or a SKU "1415". Thanks, [redacted]

Our service department DID file a claim on 9/15/15, after our initial on site inspection on 9/2/15. This is in the hands of the manufacturer at this point and the customer was notified that an independent inspection service would be contacting him soon. This is not a long process, but it is...

necessary to comply with the factory inspection requirements. We will get results soon and follow up accordingly.
Thank you,
Thomas P[redacted]

Dear Revdex.com,Our Service Manager,Robin, has left the customer a VM that we would like to set up a date to complete the installation.We apologize for any miss-communication, and we are eager to get this completed for them as soon as possible. We hope to speak to them soon!Thank you,Thomas P[redacted]

Mrs. [redacted] has reselected a new carpet to replace her defective carpet. The new product is on its way and will be installed within the next two weeks.
Thank you,
Thomas P

Dear Revdex.com,Our Sales Manager met with this customer at their home to discuss a resolution. We did have a lack of communication with them and have corrected this. We also set a flooring installer to their home this past Saturday to correct and/or complete anything that was outstanding.We appreciate them giving us the opportunity to correct our error. Thank you, Thomas P[redacted]

Close out Area Rugs are just as they are sold "close out". Although they are final sales, our District Sales Manager is going to contact this client and try to work out a resolution.
Thank you,
Thomas P[redacted]

Please be advised that I finally received a refund check from Rochester Linoleum and Carpet Center the following day after the Revdex.com notified the company of my complaint. Although I have not cashed this check, it is written on a local back, and I am fairly confident that the check is good....

 I am fully convinced that without your help, no refund would have ever been received.  Thank you for all of your help and I am requesting that my complaint file now be closed. Sincerely yours,[redacted]

This complaint is blatantly over exaggerating minor repairs. The carpet ins not cut short, the customer keeps lifting the product of the "pins" in which it is stretched on to. There has not been missed calls, and we have been to the home several times. We have photos and we will be sending a letter...

to the customer explaining our position. The customer is demanding money or they will start an online complaint campaign, this is a terrible use of the internet and abusive to a company that is trying to service them even though we have been subjected to foul language and verbal abuse by this customer. There will be no discount as we have not found any reason for it. The product is installed properly. Carpeting is a tufted product made on a loom and has the unfortunate possibility of developing frayed edges and sprouts of fibers that can occur after a proper installation. This is not unusual, and it will need to be serviced. We will be happy to do this under the supervision of both customers. Our service department has been in touch with the customer and we will continue to pursue a resolution as long as we are allowed to do so. 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. I have contacted the credit card company  You never responded to them stating that you agreed to the refund and you have until sept 14  You can notify your bank that you are in agreement with the refund  Originally you did not agree with this and the dispute has been ongoing Regards,
[redacted] [redacted]

They are supposed to come this Tuesday, Nov 18th, to repair the scratches in the wood. They also said they would drop off molding that wasn't done for the hardwood floor as they missed two sections. Not sure when they will deliver the molding.I hope both gets done by Tuesday.Thank you,[redacted]

I have personally been involved in this sale and installation from the beginning. we actually had to send our Sales Manager to the home on the first day of installation. There was such a huge mass of items throughout the home they didn't know where to begin. Our father and son installation crew...

spend two days boxing and moving all her belongings at no charge because they felt terrible that she didn't have anyone to help her. I have never seen so much stuff in a single home. Piles and piles of clothing and other items everywhere, on the floors and the counter tops, etc. We did all this for at no charge to accommodate her. We continued through out the week and completed the installation with no complaints or issues. The job was completed on 2/26/15 and the customer signed off that she was satisfied. We did however receive a call that there were some grouted areas and shoe molding that required touch up. This was completed and signed off again that she was satisfied. We also installed four bedrooms of carpet on two separate dates again without any complaints, in fact she requested that the same installers returned to her home and install the flooring on the second phase. again this was completed and signed off on. Her complaints began soon after installation. She called several times with very strange complaints. The first call was that the installers ate to much food for lunch. The next call was that they didn't recycle their plastic bottles. She called again weeks later that she had made the installers lunch and that they threw away the plastic bags down the street. She had us come out to her home and she pointed out very aged dings on the furniture and made claims that they were caused during the installation. Now there are complaints six months after installation to the Revdex.com that items were taken from the home and some additional complaints, these are new and have never been discussed.
Ultimately we did visit several times and the installation was very much completed and looks great and we do have signatures on the invoices and repair sheets that I have attached. I apologize for the strange references, but these did come from the customer and I thought it was important to share the information.
Thank you,
Thomas P[redacted]

My mother had to pay another $260+ to get the carpet.  Richard S[redacted] is a horrible manager.  In order for my mother to put this behind her, we just paid the so called delivery fee and had the carpet delivered to my home.  We now have 12 x 70 feet of carpet we have no use for.  The company is the worst ever and I feel sorry for anyone who uses them.  My husband spoke to Richard S[redacted], the manage on Saturday, who doesn't even remember speaking to my husband on the 10th of November.  How this company survives is beyond me.  We are all very dissatisfied but glad it is over.  Time to go on and be done with this horrible experience.  Let me know if you need any carpet!

Dear Ms. [redacted],An estimate was received for the damaged refrigerator door. I know this is a process, but the damaged was reported after the original installer had left and the customer had signed that they were satisfied with the installation with no mention of any damage. This does create an...

issue when the crew at the time claimed that they did not damage the appliance.We investigated the damage by going to the home and requested a quote for repairs. The quote was expensive for a small dent and it had required that the entire door be replaced, again we have to go through the process of qualifying the quote through other vendors and verify the amount is competitive in the marketplace.A refund was sent in the amount requested. I apologies for the delay, but if damage is not reported before we leave the home, it needs to be investigated thoroughly.Thank you,Thomas P[redacted]

In response to the complaint:
I left a voice message on the phone number provided and ask that they call me. This material was over sold and the item needed for their installation would have to be ordered or they can reselect for a stock item. If they chose to cancel, that will not be an issue...

and it will be completely refunded. This is not a case of human error in the count of the available material from our main distribution center, it was actually inventoried on a Wednesday before the date the sale was made to this client, and on Thursday a customer purchased it for an over the counter DIY installation. This was not deliberate and we will do our best to satisfy the customer.
Thank you,
Thomas P

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10680704, 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.]DID NOT RECEIVE A TELEPHONE CALL FROM TOM LIKED HE SAID HE WOULD!!!!!    THIS IS WHAT MY ORIGINAL COMPLAINT HAS BEEN - NO ONE FOLLOWS THROUGH WITH ANYTHING THEY PROMISE!!!!!SO UPSETTING AND POOR CUSTOMER SERVICE!!!!!!!!!
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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]