Creative Carpet & Flooring

I am not accepting the offer of Creative Carpet for the following reasons:1) The initial carpet installers told me that the carpet was miscut in the store but that they were going to try to make it workOnce the carpet was installed they told me that it was not acceptable to them and would be replacing the carpet and reinstalling it at their costThis was done to our satisfaction and we do not take issue with the carpet.2) The repair installer for the wood flooring is not telling the truth about his encounter with me Mark came out with him and inspected and marked some areas for repair He then told me that the repairman would fix these "punch list" items and would then "crawl" the floors in all the rooms and repair all other defects that he foundAt no time did Mark indicate that I would be responsible for finding and marking defects for repair.3) The repair installer was rude and aggressive from the moment he arrived and told me that he would only fix those items on the punch list and that I should find and mark any other defects I wanted repaired I called the office immediately and told them this at which point they told me to have him leave He stayed to repair the punch list items but was very angry and yelled at me that I was not cooperating.4) I do not feel that the offer of compensation is adequate because of the widespread extent of defects that are visible in the living areas such as cracks in the boards that would require replacement to repair, not to mention the defects that are likely not visible behind and under furniture I have been in contact with the manufacturer and their representative told me that the product would not be sent out of the factory in this condition and these cracks and finish damage could only happen from incorrect installation process

We are very disappointed to hear of your dissatisfaction with us. We are family-owned and operated for over years now, and we pride ourselves on our customer service and quality of workmanship, which can be proven by our many glowing reviews. Unfortunately, once in a while things do
not go perfectly. When that happens, we have always done everything in our power to make things right. I believe we have done that by not only coming out to address your complaints, but also by accommodating you with area rugs and binding at our expense, in addition to monetary accommodations Although there is no way around creating dust when installing hardwood, we credited your account $for the extra cleaning you would have to pay someone to do. In addition to the previously mentioned credits, we replaced your hallway carpet at our expense in order to expedite the process. The hallway carpet came in with the pattern slightly askew which is not uncommon for a woven back carpet. The amount the carpet pattern was askew, in my opinions, was within the mill tolerance of allowable pattern “run off”. We however, realized that this curve in the pattern would not be acceptable to you. We tried to have our installer make a correction on site to compensate for the material pattern skew, which did not work(I’m sure this is why you thought we “cut the carpet incorrectly.” I see why this would appear this way if not knowing the specifics and details of the flooring industry.) Typically, at that point, the mill would have needed to come out and inspect the carpet to deem it worthy of a credit. Due to your previous issues, we decided to replace it at our cost (negating the possibility of ever getting the credit from the mill!) in order to get it rectified for you without delay. This of course, not being your fault whatsoever, but important to note, to show how far we were willing to go to make a customer happy. We sent our installer out along with the manager to explore what issues you were looking to have rectified on the hardwood portion of your job as well. You walked the job with both of them pointing out some molding and trim that you would like to have repaired, some cuts around a vent that caused the vent to move in place, and the edges on some of the boards where the raw wood was exposed. We scheduled a time to come back at a later date with a crew to make these repairs based on your criteria. We completely understood your level of aggravation based on the tone of voice you had and words you chose to use when speaking to our installers. We wanted to make sure that we could get the job done for you in our next trip to avoid any further anger directed at the workers Upon arrival for the repairs (August 15), my installer let me know immediately that you were agitated upon them first walking in the door and he was nervous about how the day would go with you angry before they even brought their tools in. I believe it was at this point that you called the office and demanded that those installers not come into your home. After some talking you reluctantly agreed to have them enter the home to make the repairs. They called throughout the day to let us know they felt as though you would be upset regardless of the outcome due to the hostile postures you took throughout the day. The men finished the repairs and leftWe then had the carpet replacement to take care of. This was scheduled and completed on August 19th. I told you that we would call after both repairs were completed to talk about the final product and discuss what credit to issue you for your inconvenience. We spoke and we determined that you needed to speak with your husband to determine what a FAIR compensation was in your mind. I did not want to insult you, but rather let you tell me what you thought would be a fair creditI am attaching the email I sent you regarding our conversation to discuss this credit. The following is the email I sent you to have record of our conversation. I have attached the areas pertaining to workmanship from our call on August 22nd: “…I verified that the carpet was now 100% to satisfaction to which you said the installers were fantastic and they should do ALL of my installsThe job was "night and day" differenceI verified that the T moldings were replaced and satisfactory, you said they wereI asked if the boards in your MBR were replaced and to your satisfaction, you said that they wereI asked if the boards by the floor vent in the room off of the entry were replaced to prevent the floor vent from moving as much, you said that they wereI asked if my installers properly protected your furniture from dust with plastic and you said that they did (I made them send me photos during the process so I could see while I was out of town even.) I asked if the quarter round in the piano room was replaced, you said that it wasI asked about the missing stain on the board edges and how that turned outYou said the guys did not move the furniture and only got the open areasYou also said they missed some in the open areas evenI said did we get 90% or maybe 75% you said yes, then said actually maybe like 50% as you don't know what we missed under the furnitureI said ok, and I took you at your wordI know you needed to speak with your husband regarding a credit for what you thought was fair in the event you move your furniture and need to touch up a few spots with the finish penI also let you know at that point that I would be giving you the left over carpet from the first install (which actually belongs to us as we paid to replace it) and turn it into an area rug for you as well no charge.” The following is the ending of email that came from you on August 23rd: “…I am not interested in dealing with you any longerWhat began as something exciting for us has turned into a nightmareI have paid you $which should more than cover the materialsI don't believe anyone should have to be for the installationAt this point I am left with damaged floors that will eventually have to be repairedI feel you have received more than you deserve for the job you performed and the treatment I received I would like my rug delivered and this will end our relationshipI will not post any reviews on social media or report you to the Revdex.com, even though I feel this is a disservice to future customers Sincerely, [CONSUMER NAME] You are incorrect in assuming $8,covers the cost of materials. Our raw costs exceed $8,000. Unfortunately, we do not feel that $7,is a fair accommodation for your inconvenience. We had offered you $1,in addition to the other concessions we already made, but you have refused to answer any more calls or emails from us. We had no choice but to have our attorney send you a letter requesting payment

Complaint:
I am rejecting this response because:
Sincerely,
Mindy ***

I am extremely pleased with my carpet. The experience was wonderful and Dianne was very helpful. I will definitely use Creative Carpet in the near future.

Creative carpets has the best customer service of any company we have ever dealt with. Absolutely no complaints. The sales reps were friendly and helpful.

I had my staircase recently carpeted by Creative Carpet and Flooring and I couldn't be happier. My salesman (Steve) was very prompt with return phone calls, and extremely helpful when I came into the store. He took the time to explain what is important for stair carpeting and was very patient with my endless questions.

The installer that came to do the measurements was on time and very friendly.

The install day went smooth. The crew showed up on time. They were very nice, had excellent communication skills, and did a perfect job.

The lifetime, transferable labor warranty is a great benefit as well. I wish I knew about this place when I did carpet a few years ago.

I would not hesitate to do business here again, and I've recommended them to a few friends/coworkers without hesitation.

I am not accepting the offer of Creative Carpet for the following reasons:1) The initial carpet installers told me that the carpet was miscut in the store but that they were going to try to make it work. Once the carpet was installed they told me that it was not acceptable to them and would be replacing the carpet and reinstalling it at their cost. This was done to our satisfaction and we do not take issue with the carpet.2) The repair installer for the wood flooring is not telling the truth about his encounter with me.  Mark came out with him and inspected and marked some areas for repair.  He then told me that the repairman would fix these "punch list" items and would then "crawl" the floors in all the rooms and repair all other defects that he found. At no time did Mark indicate that I would be responsible for finding and marking defects for repair.3) The repair installer was rude and aggressive from the moment he arrived and told me that he would only fix those items on the punch list and that I should find and mark any other defects I wanted repaired.  I called the office immediately and told them this at which point they told me to have him leave.  He stayed to repair the punch list items but was very angry and yelled at me that I was not cooperating.4) I do not feel that the offer of compensation is adequate because of the widespread extent of defects that are visible in the living areas such as cracks in the boards that would require replacement to repair, not to mention the defects that are likely not visible behind and under furniture.  I have been in contact with the manufacturer and their representative told me that the product would not be sent out of the factory in this condition and these cracks and finish damage could only happen from incorrect installation process.

Such great everything! We love our new look and appreciate all the hard work that went into making our vision a reality. Thanks Creative Carpet and Flooring!!