There is no question that the completion of the project at [redacted] 's home took longer than anyone would have expected Some of that delay was our responsibility [redacted] states that in her initial claim with [redacted] "no one from CCC would help her" The [redacted] warranty is the customer MUST initiate the claim with [redacted] Additionally, the reason for the claim was due to the fact that [redacted] 's pets DESTROYED the carpet in her home Secondarily, it is also clear in the [redacted] warranty, that the homeowner needs to show proof of professional carpet cleaning every months to keep the warranty in effect Not only did [redacted] have no evidence of professional cleaning, she refused to have it cleaned at all, even after the fact CCC reached out to [redacted] after she had finally put in her claim and were able to work with [redacted] to get them to authorize replacement This took a considerable amount of time, not because it was being ignored, but because it was outside of the terms of the warranty and frankly should have been turned down When it was authorized to be replaced, [redacted] asked if she could switch to hardwood, again looking to do something outside of the warranty, that she was not entitled to Again, as a courtesy to her (and this took considerable effort) we were able to provide [redacted] with what she requested The hardwood, after receiving a credit on the carpet, was to be an additional upgrade of $ Our Hardwood estimator did go to her home and did indicate to her that she wanted variable board widths The problem is that that was never communicated to the salesperson and when he placed the order is was for all of the same board width, When we discovered this mistake, and even though our $quote was based on all one board width, we reordered the correct material AT NO ADDITIONAL CHARGE to [redacted] , even though the price would have been higher for the variable board widths The labor would've been more expensive, as well, but again, we did it at no additional charge In summary, [redacted] received: Carpet replaced that was outside of the terms of the warranty She was allowed to switch to hardwood that was outside of the terms of the carpet warranty she purchased She was compensated for a mistake we made by receiving a more expensive hardwood option than what she paid for The notion that she should receive this and not have to pay the $charge for the hardwood is ludicrous We are sorry that it took the amount of time complete that it did, but, as detailed above there were multiple extenuating circumstances We appreciate [redacted] 's past business, but her claim for reimbursement for the entire cost of the wood is completely over the top and well beyond what any reasonable consumer should expect
This customer purchased a very good carpet and we share his frustration about his warranty issuesWe have contacted the fiber manufacturer that issued almost all of the warranties and they have told us that they advised the consumer on May 8th, the very date of the complaint to the Revdex.com, that they would be glad to look at the carpet once the consumer had the carpet cleaned as called for in the warranty The fiber manufacturer requires that the consumer get their carpet cleaned by the hot water extraction method at least every months to keep the carpet performing well and to keep the warranties for soiling, staining, texture retention, etcin effect Failing to adhere to the cleaning requirements voids the warranties as spelled out in the warranty brochureThe fiber manufacturer is also telling us that the consumer was advised to call them back after the cleaning was done so that an inspection could take place to see if in fact the issue with the carpet was due to fibers untwisting They have told us that "...if the fibers are unraveling due to ordinary foot traffic then the issue would be covered by STAINMASTER but if it's a manufacturing related issue then it would not." The warranty for manufacturing defects is held by [redacted] , the carpet manufacturer which unfortunately filed for bankruptcy on 1/8/ Manufacturing defects warranties in almost any industry are limited to one year because any defect would be noticeable at the time of installation or shortly thereafterWhen we called on behalf of this customer we were told that since they didn't file any claims of defects in April of when the carpet was installed, that they must now file a claim with the bankruptcy court to recover under the warranty if further inspection shows that a problem exists and is in fact a manufacturing defect Custom Carpet Centers will continue to argue this customers case as long as they feel a problem exists but understand please that the extensive warranties on their carpet are issued by the carpet manufacturer and the fiber manufacturerWe STRONGLY RECOMMEND that the customer accept the offer of the fiber manufacturer to inspect the carpet and most importantly, to get the carpet cleaned as called for in the warranty to keep all warranties in effect
Firstly, allow us to apologize to [redacted] for the trouble that occurred on this projectThe problem was that the original installer that we sent to do the work was also the crew that was assigned to go back to take care of the service items This is operating procedure The original crew was informed and asked multiple times to reach back out to the consumer to schedule a time to handle the service work That crew indicated to our service manager that they were attempting to schedule the repairs with customer but our service manager did not find out that the installation crew had neglected their responsibility to complete the work That crew has since left our employWe sent a different crew to the site to assess the situation on 7/and determined that we will need a couple of hours to complete the repair work The customer was informed that our office would be calling in a day or so to reschedule the 2nd crew back at the Molfese residence to complete the workAgain, we sincerely apologize to the Molfese family for putting them through this We mistakenly went on the word of the first crew and we equally as disappointed that the first crew was less than forthcoming with us The crew that we will set up to do the service work is a very qualified installer with over years of experience, so we expect a positive resultWe expect that we will have the work completed to the satisfaction of the customer within the next few daysThank you for your time and consideration
Revdex.com: I have reviewed the response made by the business in reference to complaint [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] Once again, Custom Carpet Centers is being deceitful and dismissiveThey are creating a scenario which makes it sound as if they were the initiators of the work with Stainmaster, and that they are doing all of the necessary "leg work" to get the matter resolvedThis is completely falseWe are doing all of the work ourselves, with Custom Carpet Centers merely offering input when prompted by the Revdex.comI reject their statement completely and still feel their advertising and sales practices were totally misleading and deceptive Yes, we were given literature on the warranty, and yes, we have read it cover to cover, and do not find anything that even remotely describes their "new, verbal" version of the warranty processThis company is, to put it mildly, getting on my last nerve and until they admit their wrongdoing and start to do the work with Stainmaster, rather than ME having to do all of it, this claim will remain open We have all of the email correspondence with Stainmaster to back up the fact that WE have been working with them, and Custom Carpet Centers, is, as I mentioned above, only providing input when prompted by the Revdex.com, and Custom Carpet Centers have yet to contact us directly Full replacement with a carpet of equal or higher quality or a full refund are the only resolutions I will accept
Our position is clear in the previous responses The customer's complaint revolves around a manufacturing defect that was not reported until months after purchase As we have stated multiple times, the warranty period, since manufacturing defects would be readily apparent immediately after installation, is for one yearThe customer simply waited too long to report the issue and the warranty lapsed, thereby, rendering the claim on the defect closed
We have attempted (and we feel a re-read of our previous responses bear this out) to the best of our ability to find other possible avenues where we could assist this customer only to be met with caustic and accusatory replies calling into question our integrity and honesty
We ask that the Revdex.com close this complaint We understand that the customer is not satisfied with our responses to date but we feel we have taken the correct path in attempting to resolve this
Thank You
Horrible Service:
I came in to purchase a carpet on 10/at your Walden Ave location I purchased an inexpensive carpet for my spare bedroom, under $I was told by the salesman that it would be ordered and installed within 7-business daysMy sister in Law was coming in to town to stay in our spare bedroom and we had not been able to assemble the bed until the carpet was completed10/a worker comes to my home and measures our roomHe states that he will get the estimate to the office ASAP and they will call me with final estimationsNO call for days and when I called the sales rep I used he was not in the office- must be niceA WEEK later and I called again 10/another rep processes my order- I have the slip they mailed me, so my dates are correctProcessing my order just means putting a down payment? Where was my supposed "Sales rep" this whole time who was supposed to have processed my order? Where is my carpet that was supposed to be in already? Today, 11/I called Custom Carpets again (See a pattern here of me doing all the follow up/calling) and what do you know my carpet is in! "When was I going to get a phone call?" I askWoman responds "Umm, well, it JUST came in and we typically call today or tomorrow." For those playing at home I have now waited: Business days for a carpet that is still not installedMy Sister in law is set to come in on Nov 8th, at this point I am assuming she will be sleeping on the couch, because my spare bedroom will not be finished if I know Custom CarpetsCustom Carpet Management: I can understand vacations, people being sick or out of the office, but the service I received was beyond poorPlease have your salesman quote accurate datesIf it takes business days, let me know so I am not left fuming when my deadline has not been metAlso, follow- up calls are a must
We are sorry that we weren't able to have an opportunity to do business with *** *** Clearly, the communication between *** *** and our sales person could have been better, but in no way and at no time was there ever an attempt to deceive or defraud on our part Additionally,
our salesperson clearly should've been more timely with his responses to *** ***, than he appears to be in *** ***'s recap of the situationIt is important to note our system for giving a customer an estimate in the store When a customer comes in and describes an area where they would like new flooring, we work up an estimate based on the information we have available at the time of the in-store estimate and base our price on the information the customer is able to give to us at that time Quite frequently, customers have their sizes wrong or forget areas where they ultimately want the flooring to be installed, until we are actually in the home to walk through the job with them That is also when we are able to see things that might need to be added as extras, like, uneven floors, baseboards or quarter rounds that need to be removed/replaced, toe-kicks under cabinets, appliance issues, threshold or transition issues, etc., etcWe gave *** *** a quote in the store, based on her sizes and descriptions of home She was approved for the extended financing based on the amount of that estimate When we visited *** ***'s home there were multiple reasons why the "price went up", mostly having to do with how much material would be required to complete her project, mostly due to the rooms being larger than she indicated in the store In addition, the floor that *** *** selected had a large pattern match (36" x 36") that added significantly to the yardage required to complete the jobSometimes this can be determined up front (the layout and cut plan), but in this case, the layout could not be accurately determined until after we visited the home*** *** claims that she ended up buying vinyl from someone else and it only required SF, when our estimate said Based on the rooms we estimated and taking into consideration the x pattern match, we confidently can say that there is no way that the same areas we estimated can be successfully completed, with a a pattern match by using SF of material Chances are, the other company's estimated did no include every area we estimated for and had a different pattern matchWith regard to calling in to see if the larger estimate would still be approved by the finance company, the salesperson was simply trying to have that information available to *** *** when she came back in to consummate the purchase, as it is the next logical question that consumers that are requesting financing have At no time was she under any obligation to proceed with the order, it was simply an attempt to make sure she could be approved for the additional amount, if she wanted to proceed The selection, estimating and ordering cycle can take a few weeks sometimes so it is to keep credit information on file for that long to have it available for the amount of time it requires to go through the cycle This has never been an issue with any of the thousands of customers we have successfully granted credit to through our financing programsAgain, we are sorry that we were unable to satisfy, *** *** We truly would appreciate an opportunity to work with her again in the future
We are truly sorry that this consumer is not happy with the performance of their carpet They contend that their salesperson indicated that the item they bought was "new and improved dog carpet" When we questioned the salesperson at the time of the original
complaint (she has since moved to North Carolina) she categorically denied giving the consumer the indication that the carpet they purchased was pet proof, pet-resistant or pet-friendly Regardless, we inspected the carpet and agreed that the carpet did not look good and that we would turn a claim into the manufacturer to see if they could determine whether or not the carpet was performing up to the standards for this type of carpet and whether there was a possibility that there were any manufacturing defects present The manufacturer's report (a summary of which was sent to the consumer) indicated that the carpet was performing normally and that the damage that was present (snags and unraveling at seams and transitions) was caused by the large dogs that are present in the home Additionally, the inspection further revealed that the carpet was heavily soiled and, in their opinion, had not been properly maintained (regular vacuuming and occasional professional cleaning), as is called out in their product brochure We do not believe in any way shape or form that there was any attempt on our salesperson's behalf that would indicate there was any intent to deceive or misrepresent the product We followed what we believe to be the correct procedure in bringing the performance issues to the attention of the company that made the actual product and that provides the warranty on the product
Although we had initially closed this complaint out after having performed the due diligence described above, we realize that, although we did not manufacture or warranty the product directly, the consumer did purchase the product through us Again, we are sorry that this consumer is unsatisfied with the performance of their carpet and that their feeling about their experience is what it is In a effort to make a goodwill gesture toward hopefully keeping this consumer as a customer, we will offer a $courtesy adjustment toward the purchase of another carpet or flooring product at Custom Carpet Centers We will extend that offer until the end of 2015, at which time, it will expire
We feel we have adequately and completely stated our position on this matter, along with our reasons why *** *** is not entitled to any further compensation or a free floor, as she has requested We stand by our earlier statements and ask that you close the file on this Thank you
We have been in contact with this consumer and believe we have resolved the issueThe consumer reported a gouge in an *** *** floor that was the result of some kind of topical damage from something being dropped or dragged across he surface of the floor Normally, damage
of this nature is not covered by the warranty because it is not manufacturing relatedHowever, we did submit to the manufacturer a request to make a one time exception to make this repair and were successful in getting a positive responseWe have a box of the *** on order and when it arrives, will make an appointment to go back to the consumer's home to make the repair
We are sorry for the inconvenience that we put *** *** through
Sometimes when we schedule work, it can be difficult to know exactly how long a job will take to complete Hers was the second job on the day it
was set to be installedThe first installation ran into some complications and took much longer to complete and as a result, necessitated moving *** ***'s install to a different date
We apologize for that and we certainly should have been able to notify her sooner than 3:45P that her install needed to be rescheduledWe are sending *** *** a formal apology in the mail
We owe an apology to *** ***, because she is correct, that we had a scheduled service with her yesterday 8/that we had to cancel midday, as a result of a service appointment prior to hers that was blocked out for hours that turned into a nearly all day affairWe had
previously agreed with *** *** to perform the service that was scheduled with her for 8/at a reduced rateAfter having to cancel yesterday's service, we have since reached out to *** *** and offered to reschedule that service and perform the work at no charge to her, for the inconvenience and as a courtesyOur Installation Manager spoke with her this morning and we have set up a new appointment for Monday, August 17th, between 9-11AAgain, we are sorry for the inconvenience
Sale staff excellent , good products, bad service regarding rug installation , installer canceled installation multiple days at last minute , after multiple calls and excuses installation completed in evening Very inconvenient
VP, *** ***, spoke with *** *on 4/11/
Explained that the source of the breakdown is the incorrect information received from the manufacturer being passed along by CCC to customer The manufacturer represented to CCC product matches that have since turned out
to be manufacturing and/or labeling issues/mistakes by the manufacturer
Regardless, *** *** spoke with customer today (4/11) and has suggested to the customer that he be the direct outlet of communication between the manufacturer and the customer from here on out in an effort to facilitate getting a hardwood to the customer that will fulfill his request as quickly as possible with the least amount of people having to be involved
The consumer agreed that this was the best course of action at this time We will continue to monitor and advise
Thank You
We are very sorry to hear that the customer feels that they
were misled regarding any warranties included with this purchaseOur records
do indicate however that the customer received a warranty brochure spelling out
the various warranties included with the product, including an industry best
promise that Stainmaster will replace the carpet for free if a stain cannot be
removed
Custom Carpet has worked with Stainmaster on this customer's
behalf and we understand that as of May 30, 2014, the customer has provided
Stainmaster with the requested proof of purchase and receipt for the cleaning
required to maintain the warranty
We have been told by Stainmaster that the customer will be
contacted by an Inspector in the next week or so to schedule a visit to their
home, after which time a determination can hopefully be made as to what the problem with their carpet is and whether
it is covered by their warranties
We have requested a copy of the inspector's report and will
continue to attempt to intercede with the manufacturer on behalf of the
customer
There is no question that the completion of the project at [redacted]'s home took longer than anyone would have expected Some of that delay was our responsibility
"white-space: pre;"> [redacted] states that in her initial claim with [redacted] "no one from CCC would help her" The [redacted] warranty is clear: the customer MUST initiate the claim with [redacted] Additionally, the reason for the claim was due to the fact that [redacted]'s pets DESTROYED the carpet in her home Secondarily, it is also clear in the [redacted] warranty, that the homeowner needs to show proof of professional carpet cleaning every months to keep the warranty in effect Not only did [redacted] have no evidence of professional cleaning, she refused to have it cleaned at all, even after the fact CCC reached out to [redacted] after she had finally put in her claim and were able to work with [redacted] to get them to authorize replacement This took a considerable amount of time, not because it was being ignored, but because it was outside of the terms of the warranty and frankly should have been turned down
When it was authorized to be replaced, [redacted] asked if she could switch to hardwood, again looking to do something outside of the warranty, that she was not entitled to Again, as a courtesy to her (and this took considerable effort) we were able to provide [redacted] with what she requested The hardwood, after receiving a credit on the carpet, was to be an additional upgrade of $
Our Hardwood estimator did go to her home and did indicate to her that she wanted variable board widths The problem is that that was never communicated to the salesperson and when he placed the order is was for all of the same board width, When we discovered this mistake, and even though our $quote was based on all one board width, we reordered the correct material AT NO ADDITIONAL CHARGE to [redacted], even though the price would have been higher for the variable board widths The labor would've been more expensive, as well, but again, we did it at no additional charge
In summary, [redacted] received:
Carpet replaced that was outside of the terms of the warranty She was allowed to switch to hardwood that was outside of the terms of the carpet warranty she purchased She was compensated for a mistake we made by receiving a more expensive hardwood option than what she paid for
The notion that she should receive this and not have to pay the $charge for the hardwood is ludicrous We are sorry that it took the amount of time complete that it did, but, as detailed above there were multiple extenuating circumstances We appreciate [redacted]'s past business, but her claim for reimbursement for the entire cost of the wood is completely over the top and well beyond what any reasonable consumer should expect
Horrible experience with installation and customer service. The customer service person actually hung up on me. I called back and she answered; I asked who I was speaking to and she said "who is this". I attempted to reach the President or Vice President and was told they were out of town and their secretary only works part time and was not there. I had a small bathroom floor installed and have had many issues and no resolution. We are told someone will call back and it never happens. I will NEVER use this company again due to the installation and customer service.
The install was supposed to happen 1/15; no one called. We were told they couldn't find the installation guy and someone would get back to us. After three additional calls the installation manager called and rescheduled for 1/18. The guy showed up with needed tools missing; luckily my husband had them. He then says he didn't bring a wax ring for the toilet and if my husband went out and bought one he could re install the toilet. We paid for the toilet to be re installed!! He didn't bring a bucket for the water needed to grout the floor. He installed the toilet, or do he said. He didn't hook the water supply line back up because he broke the valve but didn't tell us. He didn't have the threshold that we paid for and didn't caulk the bathtub.
We went to where we bought the flooring to complain; they sent our complaint to Donna at customer service and said we would hear from her by Friday. We didn't hear from her so my husband called Donna called and scheduled the installation manager to come and complete the job. The installation manager came but of course didn't have the parts he needed. He said he would call 2/1 to set up an appointment. Today is 2/4 and we didn't hear from him this is when I called to talk to someone. Donna called me back; she was very rude. I said "don't speak to me like that" and she hung up on me.
Again--we apologize for our part of the miscommunication that occurred in attempting to complete this order. As we pointed out previously, there is nothing illegal in inquiring whether a larger amount of financing might be available to a consumer, according to [redacted], the grantor and holder of the financing we use at Custom Carpet Centers.
When project estimates rise after we actually are able to do a real world estimate (as opposed to an in-store estimate where we don't have confirmed measurements) customers almost always ask us if the larger amount will still be qualified. We make these additional inquires, so that our customers can know that they have additional available credit available. Again, we ask what is available, which has no real long term affect on a consumer's credit score or finance-ability.
Be that as it may, we have requested that this consumer's account be closed and any inquiry made by Custom Carpet Center we stricken from her account history, in an effort to make this consumer comfortable that her credit record and history be unaffected by this inquiry for available credit.
Again, we are sorry for the mis-communication.
Ordered Burgundy carpet, from the book received Berber, not at all what we ordered for our home! Week later get Burgundy Mohawk supposedly but seemed very thin not plush as we picked. Had installed but within minutes our socks, jeans, vacuum, everything was dyed pink! We talked to manager whom told us tear it out ourselves, and throw it in dumpster outback and we will give you your money back! Seriously no resolution offered but us tear it out and throw away! Very unprofessional, upon contacting corporate the just 9 days before Christmas get us what we paid for! But fire the Installer, Seriously cut all his work the guy has 2 girls it's Christmas, he did nothing wrong he did a GREAT job they sold us Garbage Defective over dyed carpet and charged us just shy of 300$ for a 15ft square room !
There is no question that the completion of the project at [redacted] 's home took longer than anyone would have expected Some of that delay was our responsibility [redacted] states that in her initial claim with [redacted] "no one from CCC would help her" The [redacted] warranty is the customer MUST initiate the claim with [redacted] Additionally, the reason for the claim was due to the fact that [redacted] 's pets DESTROYED the carpet in her home Secondarily, it is also clear in the [redacted] warranty, that the homeowner needs to show proof of professional carpet cleaning every months to keep the warranty in effect Not only did [redacted] have no evidence of professional cleaning, she refused to have it cleaned at all, even after the fact CCC reached out to [redacted] after she had finally put in her claim and were able to work with [redacted] to get them to authorize replacement This took a considerable amount of time, not because it was being ignored, but because it was outside of the terms of the warranty and frankly should have been turned down When it was authorized to be replaced, [redacted] asked if she could switch to hardwood, again looking to do something outside of the warranty, that she was not entitled to Again, as a courtesy to her (and this took considerable effort) we were able to provide [redacted] with what she requested The hardwood, after receiving a credit on the carpet, was to be an additional upgrade of $ Our Hardwood estimator did go to her home and did indicate to her that she wanted variable board widths The problem is that that was never communicated to the salesperson and when he placed the order is was for all of the same board width, When we discovered this mistake, and even though our $quote was based on all one board width, we reordered the correct material AT NO ADDITIONAL CHARGE to [redacted] , even though the price would have been higher for the variable board widths The labor would've been more expensive, as well, but again, we did it at no additional charge In summary, [redacted] received: Carpet replaced that was outside of the terms of the warranty She was allowed to switch to hardwood that was outside of the terms of the carpet warranty she purchased She was compensated for a mistake we made by receiving a more expensive hardwood option than what she paid for The notion that she should receive this and not have to pay the $charge for the hardwood is ludicrous We are sorry that it took the amount of time complete that it did, but, as detailed above there were multiple extenuating circumstances We appreciate [redacted] 's past business, but her claim for reimbursement for the entire cost of the wood is completely over the top and well beyond what any reasonable consumer should expect
This customer purchased a very good carpet and we share his frustration about his warranty issuesWe have contacted the fiber manufacturer that issued almost all of the warranties and they have told us that they advised the consumer on May 8th, the very date of the complaint to the Revdex.com, that they would be glad to look at the carpet once the consumer had the carpet cleaned as called for in the warranty The fiber manufacturer requires that the consumer get their carpet cleaned by the hot water extraction method at least every months to keep the carpet performing well and to keep the warranties for soiling, staining, texture retention, etcin effect Failing to adhere to the cleaning requirements voids the warranties as spelled out in the warranty brochureThe fiber manufacturer is also telling us that the consumer was advised to call them back after the cleaning was done so that an inspection could take place to see if in fact the issue with the carpet was due to fibers untwisting They have told us that "...if the fibers are unraveling due to ordinary foot traffic then the issue would be covered by STAINMASTER but if it's a manufacturing related issue then it would not." The warranty for manufacturing defects is held by [redacted] , the carpet manufacturer which unfortunately filed for bankruptcy on 1/8/ Manufacturing defects warranties in almost any industry are limited to one year because any defect would be noticeable at the time of installation or shortly thereafterWhen we called on behalf of this customer we were told that since they didn't file any claims of defects in April of when the carpet was installed, that they must now file a claim with the bankruptcy court to recover under the warranty if further inspection shows that a problem exists and is in fact a manufacturing defect Custom Carpet Centers will continue to argue this customers case as long as they feel a problem exists but understand please that the extensive warranties on their carpet are issued by the carpet manufacturer and the fiber manufacturerWe STRONGLY RECOMMEND that the customer accept the offer of the fiber manufacturer to inspect the carpet and most importantly, to get the carpet cleaned as called for in the warranty to keep all warranties in effect
Firstly, allow us to apologize to [redacted] for the trouble that occurred on this projectThe problem was that the original installer that we sent to do the work was also the crew that was assigned to go back to take care of the service items This is operating procedure The original crew was informed and asked multiple times to reach back out to the consumer to schedule a time to handle the service work That crew indicated to our service manager that they were attempting to schedule the repairs with customer but our service manager did not find out that the installation crew had neglected their responsibility to complete the work That crew has since left our employWe sent a different crew to the site to assess the situation on 7/and determined that we will need a couple of hours to complete the repair work The customer was informed that our office would be calling in a day or so to reschedule the 2nd crew back at the Molfese residence to complete the workAgain, we sincerely apologize to the Molfese family for putting them through this We mistakenly went on the word of the first crew and we equally as disappointed that the first crew was less than forthcoming with us The crew that we will set up to do the service work is a very qualified installer with over years of experience, so we expect a positive resultWe expect that we will have the work completed to the satisfaction of the customer within the next few daysThank you for your time and consideration
Revdex.com: I have reviewed the response made by the business in reference to complaint [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] Once again, Custom Carpet Centers is being deceitful and dismissiveThey are creating a scenario which makes it sound as if they were the initiators of the work with Stainmaster, and that they are doing all of the necessary "leg work" to get the matter resolvedThis is completely falseWe are doing all of the work ourselves, with Custom Carpet Centers merely offering input when prompted by the Revdex.comI reject their statement completely and still feel their advertising and sales practices were totally misleading and deceptive Yes, we were given literature on the warranty, and yes, we have read it cover to cover, and do not find anything that even remotely describes their "new, verbal" version of the warranty processThis company is, to put it mildly, getting on my last nerve and until they admit their wrongdoing and start to do the work with Stainmaster, rather than ME having to do all of it, this claim will remain open We have all of the email correspondence with Stainmaster to back up the fact that WE have been working with them, and Custom Carpet Centers, is, as I mentioned above, only providing input when prompted by the Revdex.com, and Custom Carpet Centers have yet to contact us directly Full replacement with a carpet of equal or higher quality or a full refund are the only resolutions I will accept
Our position is clear in the previous responses The customer's complaint revolves around a manufacturing defect that was not reported until months after purchase As we have stated multiple times, the warranty period, since manufacturing defects would be readily apparent immediately after installation, is for one yearThe customer simply waited too long to report the issue and the warranty lapsed, thereby, rendering the claim on the defect closed
We have attempted (and we feel a re-read of our previous responses bear this out) to the best of our ability to find other possible avenues where we could assist this customer only to be met with caustic and accusatory replies calling into question our integrity and honesty
We ask that the Revdex.com close this complaint We understand that the customer is not satisfied with our responses to date but we feel we have taken the correct path in attempting to resolve this
Thank You
Horrible Service:
I came in to purchase a carpet on 10/at your Walden Ave location I purchased an inexpensive carpet for my spare bedroom, under $I was told by the salesman that it would be ordered and installed within 7-business daysMy sister in Law was coming in to town to stay in our spare bedroom and we had not been able to assemble the bed until the carpet was completed10/a worker comes to my home and measures our roomHe states that he will get the estimate to the office ASAP and they will call me with final estimationsNO call for days and when I called the sales rep I used he was not in the office- must be niceA WEEK later and I called again 10/another rep processes my order- I have the slip they mailed me, so my dates are correctProcessing my order just means putting a down payment? Where was my supposed "Sales rep" this whole time who was supposed to have processed my order? Where is my carpet that was supposed to be in already? Today, 11/I called Custom Carpets again (See a pattern here of me doing all the follow up/calling) and what do you know my carpet is in! "When was I going to get a phone call?" I askWoman responds "Umm, well, it JUST came in and we typically call today or tomorrow." For those playing at home I have now waited: Business days for a carpet that is still not installedMy Sister in law is set to come in on Nov 8th, at this point I am assuming she will be sleeping on the couch, because my spare bedroom will not be finished if I know Custom CarpetsCustom Carpet Management: I can understand vacations, people being sick or out of the office, but the service I received was beyond poorPlease have your salesman quote accurate datesIf it takes business days, let me know so I am not left fuming when my deadline has not been metAlso, follow- up calls are a must
We are sorry that we weren't able to have an opportunity to do business with *** *** Clearly, the communication between *** *** and our sales person could have been better, but in no way and at no time was there ever an attempt to deceive or defraud on our part Additionally,
our salesperson clearly should've been more timely with his responses to *** ***, than he appears to be in *** ***'s recap of the situationIt is important to note our system for giving a customer an estimate in the store When a customer comes in and describes an area where they would like new flooring, we work up an estimate based on the information we have available at the time of the in-store estimate and base our price on the information the customer is able to give to us at that time Quite frequently, customers have their sizes wrong or forget areas where they ultimately want the flooring to be installed, until we are actually in the home to walk through the job with them That is also when we are able to see things that might need to be added as extras, like, uneven floors, baseboards or quarter rounds that need to be removed/replaced, toe-kicks under cabinets, appliance issues, threshold or transition issues, etc., etcWe gave *** *** a quote in the store, based on her sizes and descriptions of home She was approved for the extended financing based on the amount of that estimate When we visited *** ***'s home there were multiple reasons why the "price went up", mostly having to do with how much material would be required to complete her project, mostly due to the rooms being larger than she indicated in the store In addition, the floor that *** *** selected had a large pattern match (36" x 36") that added significantly to the yardage required to complete the jobSometimes this can be determined up front (the layout and cut plan), but in this case, the layout could not be accurately determined until after we visited the home*** *** claims that she ended up buying vinyl from someone else and it only required SF, when our estimate said Based on the rooms we estimated and taking into consideration the x pattern match, we confidently can say that there is no way that the same areas we estimated can be successfully completed, with a a pattern match by using SF of material Chances are, the other company's estimated did no include every area we estimated for and had a different pattern matchWith regard to calling in to see if the larger estimate would still be approved by the finance company, the salesperson was simply trying to have that information available to *** *** when she came back in to consummate the purchase, as it is the next logical question that consumers that are requesting financing have At no time was she under any obligation to proceed with the order, it was simply an attempt to make sure she could be approved for the additional amount, if she wanted to proceed The selection, estimating and ordering cycle can take a few weeks sometimes so it is to keep credit information on file for that long to have it available for the amount of time it requires to go through the cycle This has never been an issue with any of the thousands of customers we have successfully granted credit to through our financing programsAgain, we are sorry that we were unable to satisfy, *** *** We truly would appreciate an opportunity to work with her again in the future
We are truly sorry that this consumer is not happy with the performance of their carpet They contend that their salesperson indicated that the item they bought was "new and improved dog carpet" When we questioned the salesperson at the time of the original
complaint (she has since moved to North Carolina) she categorically denied giving the consumer the indication that the carpet they purchased was pet proof, pet-resistant or pet-friendly Regardless, we inspected the carpet and agreed that the carpet did not look good and that we would turn a claim into the manufacturer to see if they could determine whether or not the carpet was performing up to the standards for this type of carpet and whether there was a possibility that there were any manufacturing defects present The manufacturer's report (a summary of which was sent to the consumer) indicated that the carpet was performing normally and that the damage that was present (snags and unraveling at seams and transitions) was caused by the large dogs that are present in the home Additionally, the inspection further revealed that the carpet was heavily soiled and, in their opinion, had not been properly maintained (regular vacuuming and occasional professional cleaning), as is called out in their product brochure We do not believe in any way shape or form that there was any attempt on our salesperson's behalf that would indicate there was any intent to deceive or misrepresent the product We followed what we believe to be the correct procedure in bringing the performance issues to the attention of the company that made the actual product and that provides the warranty on the product
Although we had initially closed this complaint out after having performed the due diligence described above, we realize that, although we did not manufacture or warranty the product directly, the consumer did purchase the product through us Again, we are sorry that this consumer is unsatisfied with the performance of their carpet and that their feeling about their experience is what it is In a effort to make a goodwill gesture toward hopefully keeping this consumer as a customer, we will offer a $courtesy adjustment toward the purchase of another carpet or flooring product at Custom Carpet Centers We will extend that offer until the end of 2015, at which time, it will expire
We feel we have adequately and completely stated our position on this matter, along with our reasons why *** *** is not entitled to any further compensation or a free floor, as she has requested We stand by our earlier statements and ask that you close the file on this Thank you
We have been in contact with this consumer and believe we have resolved the issueThe consumer reported a gouge in an *** *** floor that was the result of some kind of topical damage from something being dropped or dragged across he surface of the floor Normally, damage
of this nature is not covered by the warranty because it is not manufacturing relatedHowever, we did submit to the manufacturer a request to make a one time exception to make this repair and were successful in getting a positive responseWe have a box of the *** on order and when it arrives, will make an appointment to go back to the consumer's home to make the repair
Consumer contacted Revdex.com stating the complaint filed has been settled to their satisfaction
We are sorry for the inconvenience that we put *** *** through
Sometimes when we schedule work, it can be difficult to know exactly how long a job will take to complete Hers was the second job on the day it
was set to be installedThe first installation ran into some complications and took much longer to complete and as a result, necessitated moving *** ***'s install to a different date
We apologize for that and we certainly should have been able to notify her sooner than 3:45P that her install needed to be rescheduledWe are sending *** *** a formal apology in the mail
We owe an apology to *** ***, because she is correct, that we had a scheduled service with her yesterday 8/that we had to cancel midday, as a result of a service appointment prior to hers that was blocked out for hours that turned into a nearly all day affairWe had
previously agreed with *** *** to perform the service that was scheduled with her for 8/at a reduced rateAfter having to cancel yesterday's service, we have since reached out to *** *** and offered to reschedule that service and perform the work at no charge to her, for the inconvenience and as a courtesyOur Installation Manager spoke with her this morning and we have set up a new appointment for Monday, August 17th, between 9-11AAgain, we are sorry for the inconvenience
Sale staff excellent , good products, bad service regarding rug installation , installer canceled installation multiple days at last minute , after multiple calls and excuses installation completed in evening Very inconvenient
VP, *** ***, spoke with *** *on 4/11/
Explained that the source of the breakdown is the incorrect information received from the manufacturer being passed along by CCC to customer The manufacturer represented to CCC product matches that have since turned out
to be manufacturing and/or labeling issues/mistakes by the manufacturer
Regardless, *** *** spoke with customer today (4/11) and has suggested to the customer that he be the direct outlet of communication between the manufacturer and the customer from here on out in an effort to facilitate getting a hardwood to the customer that will fulfill his request as quickly as possible with the least amount of people having to be involved
The consumer agreed that this was the best course of action at this time We will continue to monitor and advise
Thank You
We are very sorry to hear that the customer feels that they
were misled regarding any warranties included with this purchaseOur records
do indicate however that the customer received a warranty brochure spelling out
the various warranties included with the product, including an industry best
promise that Stainmaster will replace the carpet for free if a stain cannot be
removed
Custom Carpet has worked with Stainmaster on this customer's
behalf and we understand that as of May 30, 2014, the customer has provided
Stainmaster with the requested proof of purchase and receipt for the cleaning
required to maintain the warranty
We have been told by Stainmaster that the customer will be
contacted by an Inspector in the next week or so to schedule a visit to their
home, after which time a determination can hopefully be made as to what the problem with their carpet is and whether
it is covered by their warranties
We have requested a copy of the inspector's report and will
continue to attempt to intercede with the manufacturer on behalf of the
customer
There is no question that the completion of the project at [redacted]'s home took longer than anyone would have expected Some of that delay was our responsibility
"white-space: pre;"> [redacted] states that in her initial claim with [redacted] "no one from CCC would help her" The [redacted] warranty is clear: the customer MUST initiate the claim with [redacted] Additionally, the reason for the claim was due to the fact that [redacted]'s pets DESTROYED the carpet in her home Secondarily, it is also clear in the [redacted] warranty, that the homeowner needs to show proof of professional carpet cleaning every months to keep the warranty in effect Not only did [redacted] have no evidence of professional cleaning, she refused to have it cleaned at all, even after the fact CCC reached out to [redacted] after she had finally put in her claim and were able to work with [redacted] to get them to authorize replacement This took a considerable amount of time, not because it was being ignored, but because it was outside of the terms of the warranty and frankly should have been turned down
When it was authorized to be replaced, [redacted] asked if she could switch to hardwood, again looking to do something outside of the warranty, that she was not entitled to Again, as a courtesy to her (and this took considerable effort) we were able to provide [redacted] with what she requested The hardwood, after receiving a credit on the carpet, was to be an additional upgrade of $
Our Hardwood estimator did go to her home and did indicate to her that she wanted variable board widths The problem is that that was never communicated to the salesperson and when he placed the order is was for all of the same board width, When we discovered this mistake, and even though our $quote was based on all one board width, we reordered the correct material AT NO ADDITIONAL CHARGE to [redacted], even though the price would have been higher for the variable board widths The labor would've been more expensive, as well, but again, we did it at no additional charge
In summary, [redacted] received:
Carpet replaced that was outside of the terms of the warranty She was allowed to switch to hardwood that was outside of the terms of the carpet warranty she purchased She was compensated for a mistake we made by receiving a more expensive hardwood option than what she paid for
The notion that she should receive this and not have to pay the $charge for the hardwood is ludicrous We are sorry that it took the amount of time complete that it did, but, as detailed above there were multiple extenuating circumstances We appreciate [redacted]'s past business, but her claim for reimbursement for the entire cost of the wood is completely over the top and well beyond what any reasonable consumer should expect
Horrible experience with installation and customer service. The customer service person actually hung up on me. I called back and she answered; I asked who I was speaking to and she said "who is this". I attempted to reach the President or Vice President and was told they were out of town and their secretary only works part time and was not there. I had a small bathroom floor installed and have had many issues and no resolution. We are told someone will call back and it never happens. I will NEVER use this company again due to the installation and customer service.
The install was supposed to happen 1/15; no one called. We were told they couldn't find the installation guy and someone would get back to us. After three additional calls the installation manager called and rescheduled for 1/18. The guy showed up with needed tools missing; luckily my husband had them. He then says he didn't bring a wax ring for the toilet and if my husband went out and bought one he could re install the toilet. We paid for the toilet to be re installed!! He didn't bring a bucket for the water needed to grout the floor. He installed the toilet, or do he said. He didn't hook the water supply line back up because he broke the valve but didn't tell us. He didn't have the threshold that we paid for and didn't caulk the bathtub.
We went to where we bought the flooring to complain; they sent our complaint to Donna at customer service and said we would hear from her by Friday. We didn't hear from her so my husband called Donna called and scheduled the installation manager to come and complete the job. The installation manager came but of course didn't have the parts he needed. He said he would call 2/1 to set up an appointment. Today is 2/4 and we didn't hear from him this is when I called to talk to someone. Donna called me back; she was very rude. I said "don't speak to me like that" and she hung up on me.
Again--we apologize for our part of the miscommunication that occurred in attempting to complete this order. As we pointed out previously, there is nothing illegal in inquiring whether a larger amount of financing might be available to a consumer, according to [redacted], the grantor and holder of the financing we use at Custom Carpet Centers.
When project estimates rise after we actually are able to do a real world estimate (as opposed to an in-store estimate where we don't have confirmed measurements) customers almost always ask us if the larger amount will still be qualified. We make these additional inquires, so that our customers can know that they have additional available credit available. Again, we ask what is available, which has no real long term affect on a consumer's credit score or finance-ability.
Be that as it may, we have requested that this consumer's account be closed and any inquiry made by Custom Carpet Center we stricken from her account history, in an effort to make this consumer comfortable that her credit record and history be unaffected by this inquiry for available credit.
Again, we are sorry for the mis-communication.
Ordered Burgundy carpet, from the book received Berber, not at all what we ordered for our home! Week later get Burgundy Mohawk supposedly but seemed very thin not plush as we picked. Had installed but within minutes our socks, jeans, vacuum, everything was dyed pink! We talked to manager whom told us tear it out ourselves, and throw it in dumpster outback and we will give you your money back! Seriously no resolution offered but us tear it out and throw away! Very unprofessional, upon contacting corporate the just 9 days before Christmas get us what we paid for! But fire the Installer, Seriously cut all his work the guy has 2 girls it's Christmas, he did nothing wrong he did a GREAT job they sold us Garbage Defective over dyed carpet and charged us just shy of 300$ for a 15ft square room !