Cotton Was A Monkey Inc.

Dear Ms. [redacted] Mr. [redacted] flooring was installed earlier this month. From time to time we do have products that do not arrive in time for the anticipated goal date of installation and the dates have to be changed. Although this is an inconvenience, and we understand the customer's view, it is...

still something out of our control.
Our Sales Manager, [redacted] will be contacting the [redacted] to discuss this with them and apologize for any inconveniences we may have caused.
Thank you, [redacted]

Copy of original contract is attached. On 9/8/2016, I received a notice of registered mail from the US Postal service care of Rochester Linoleum & Carpet One.  When I picked up the letter on 9/9/2016, it stated that the carpet was in, and that they would like me to call their customer service number to set up an install date.  This letter has also been attached to this response.  The letter makes no attempt to resolve the differences that have already occurred (the company charged additional from the original contract with an added cost for stairs when measurements were taken, as well as the cost of my vacation time that was wasted on a blown install date).   I have stated in a previous submission that I no longer trust this company and have no confidence that the carpet they install will not be tampered with or be up to the originally agreed upon standards (ie product quality, padding weight / density) which are things that cannot be easily identified by the customer at time of install.  This company refuses to take any responsibility whatsoever for what has transpired.  I no longer wish to do business with them and request full refund regardless of how their contract is setup, which coincidentally allows them to make any error in service without repercussion to them.  This is supported by a high number of service complaints registered with the Revdex.com.  Had I researched this information prior to entering into a contract with them, I never would have done business with this company.  I have lost vacation time and it does not appear by their response that they intend to resolve this.

Ms. [redacted] had chosen carpeting for a set of stairs and hallway. After the installation, Ms. [redacted] came to the showroom and made us aware that the color installed was not what she had chosen and wanted it replaced. They were both earth tones and similar, but the color installed was different from the...

carpet she was expecting, this has never been disputed. The product was re-ordered. Occasionally these products can take an extended amount of time to arrive, and in this case this particular color was back ordered, and was in production. The product dates vary and change with out notice, but in the meantime, the carpet that was installed had stayed installed in her home, as we had anticipated that we would keep the carpet installed on the stair case until the new one was in to replace. Ms. [redacted] was frustrated that it took as long as it did to arrive and had refuse to allow us to replace the original carpet once it had arrived. As of today we are scheduled to install the new carpet on May 28th, 2016. Hopefully this will resolve the complaint. 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. My reply is the same as my previous response   The 1740 amount was refunded by my credit card company as Rochester tile and linoleum did not respond to the dispute.  The deposit amount of 215 is still in dispute by my credit card and to my knowledge the company has not responded stating they would refund the deposit
[Regards,
[redacted]

Business states that they do not have the consumer's money and that since she disputed it, it is being held between 3 separate entities.  She must contact her credit card and wait the time it takes to receive it.

We have inspected this carpeting installed. There is no defect, there is no installation defections.
There was never a seamless installation discussed or represented. Seams in a carpet are done on most installation and we use the standard CRI (Carpet & Rug Institute) procedure by hot melt taping the product as specified the manufacturer. There are no faults in the product that would cause any alarm to our Master Mechanic, who thoroughly inspected the installation. We also had inspected this installation on June 11, 2015 and at that time Ms. [redacted] signed the service form that we "Corrections to her installation have been completed to her satisfaction". I also reached out to U-Haul, and her direct superior for the last 16 days and I have not received a return call or a return email. We have been more than cooperative with Ms. [redacted] and have inspected a product that needs no service or repairs.
Thomas P[redacted].

Dear Revdex.com,My apologies, but I just received this email notification this morning.I am looking into the complaint and we will be contacting the customer within the next 24 hours with a resolution.Thank you,Thomas P[redacted]

Dear Revdex.com< I read the complaint. We have made major changes to our Service Department in the last 30 days. I will be contacting this customer today and have everything corrected as soon as possible. Thank you,Thomas P[redacted]

I spoke to Mr. [redacted], and although he is correct that there was an inconvenience, he has neglected to leave out some information. We did show up for his installation on the date that it was scheduled. It was a Saturday, and one of our installation crew arrived at his home on time and prepared to...

work. He vehicle was loaded with the more difficult portion of the job which was the basement. Upon the crew's arrival they discovered that the customer did not remove his furniture, or the multiple large file cabinets as discussed. He was not prepared for us to install flooring in this area. As the installer discussed this with him and called our service department.This caused our service department to try and push his installation sometime during the week. As we were booked in advance to other customers, it was challenging to get such a large job completed before the following Friday.Once it was completed, Mr. [redacted] signed the paperwork that I attached stating that he was satisfied with the installation. Soon after we received this complaint and many others from him online.I spoke with Mr. [redacted] last week and we are communicating to try and resolve his dissatisfaction. Sincerely,[redacted]

Dear Ms. [redacted],
Although there is no excuse for not returning phone calls, I have found that the claims for both the carpet and the pad were made and we have authorization to replace both.
The are separate claims due to the fact that they two separate manufacturers and the claims do take some...

time to be reviewed and responded to.
Our service representative will be contacting the [redacted] today to set a replacement date.
Thank you,
[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]

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.Five months after the fact we have a tentative installation date. It is not even in yet so I am not very confident. Also, this does not address the complaints of the way we were treated. I was lied to when I was told on 4/27 that I could not cancel my order because it was cut and at inspection. Considering it is not even here yet and was on back order, that was a complete lie. I had to chase people down to get someone to speak to me.  You think its acceptable table to call and call and have no one return a call? It's a real lousy way of doing business. 
Regards,
[redacted]

Receipts were giving at the time the sale was made. Please see the attachment. Ms. [redacted] signed on the agreements in her home on 4/12/16. The $500.00 deposit was split between two separate invoices. One for Carpet #[redacted], and the second was for the [redacted] Counter Top #[redacted]. Both...

invoices were financed for 36 Months with no interest and equal payments via [redacted] financial. The carpet installation was completed on 4/16/16 and that invoice is included in the attachment and is signed that they are satisfied. In reference to the counter top, our fabricator and our service department have left multiple messages to re-template and complete the order. This process has 4-6 weeks as we normally require. We are anxious to complete this installation as soon as possible, but we do need a return call to set up the appointment. Thank you, Thomas P.

Dear Revdex.com,We were scheduled to remodel a bathroom for Ms. [redacted] We were directed to work with her son while she was out of town. He was difficult to work with and would not show up on time etc. He would report to his mother that we were not showing up or completing work on time. Ms. [redacted] asked...

that we stop the installation and allow her son to finish the work, which is what I believe that he wanted to do.I meet with him and we decided what was owed as a balance for materials and I emailed to his mother for approval. I never received recognition from her about the email she requested. At this point, the only items we have not supplied is the Granite Top and the mirror. Upon her return from her winter vacation, I went to her home and discovered that her son not only did not complete the installation, but made a mess of the items that he did install and left multiple items incomplete. I offered to finish the installation and called Mrs. [redacted] to discuss a start date.At that time she informed me that she had no intentions to pay us the balance, she still wanted the labor discount that we offered her for the labor portion that her son was to complete and that she was expecting an even larger discount.Ms. [redacted] has had an attorney contact us and we have responded. I am more than willing to work out a solution.Best Regards,Thomas P[redacted]

According to our email to Mr. P[redacted], dated August 14th, 2016, we clearly mentioned that we are not discussing the quality of work done in this email but we will discuss about it when we meet in the store. When we came to talk about it to the store, the business owner was very unprofessional, rude and intimidating and called us liars, repeatedly in front of his employees. So, we had to leave. We received the bill for extra payment later on. Therefore, saying that we raised this issue after we received the bill for extra payment is not acceptable.In regards to his claim that the property is neglected, I can clearly state with full confidence that it has been properly maintained and has been in high demand by renters. We were not presented with several designs as the business claims. We liked and selected the design which was on display in the store The design has no issue itself, It is the workmanship that has an issue.[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....

 Satisfactory is a strong word because we are not very happy about only getting 10% off. We are hoping installation goes smoothly Saturday and that Rochester Linoleum and Carpet Lne can still make this better.
Regards,
[redacted]

In response to this complaint,
The carpet installation has been completed and there was a substantial discount applied for the back order of the item and the inconvenience caused to the customer. We work diligently to meet our schedules and installation goal dates. There are instances beyond our...

control and we will take the necessary steps to improve the communication with our customers.
Thank you,
Thomas P

This material is in and was a special order that was delivered this past week. The [redacted]'s have been notified and this is not a cancelable product.
Thank you,
[redacted]

Dear Revdex.com, Our contracts state that the installation dates are goal dates and that if the materials are delayed the installation dates may vary. We are committed to make this and any customer happy. Different answers to the same question are  not unusual if there are changes or updates from...

a manufacturer and, or the shipping companies. From time to time they will give us conflicting information and at best, we can only report this to the customers as we see it at that time.We have schedule this client for installation on this coming Friday and we will have it completed on that day. Thank you, Thomas P[redacted]

Our Installation Manager has spoken with Mr. [redacted] and they have worked out an installation date.
Thank you,
Thomas P[redacted]