D. Jon

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]

I AM WELL AWARE OF THE SITUATION WITH MS. [redacted] , AS I HAVE BEEN TO HER HOME AND SPOKEN TO HER ON NUMEROUS OCCASIONS. MS. [redacted] BOUGHT WOOD FROM US AND CARPET FROM US FOR HER BASEMENT AREA, AND TWO SETS OF STAIRS. I AM ENCLOSING COPIES OF EACHFIRST OFF THE INSTALLERS WE SENT TO HER HOME... ARE VERY EXPERIENCED, CARRY THEIR OWN COMP AND LIABILITY INSURANCE AND ARE BOTH QUITE CAPABLE. SHE SIGNED THE WORK ORDER, THAT THE CARPET AND WOOD WAS INSTALLED IN A SATISFACTORY MANNER. HOWEVER SHE NEVER PAID HER COD AMOUNT OF $1937.95 FOR THE CARPET, AND $554.63 FOR THE WOOD. CARL T***, HER SALESPERSON SPOKE TO HER A FEW DAYS LATER. SHE STATED THAT THE UPPER STAIRWAY WAS INSTALLED SLOPPILY, BUT SHE WOULD BE IN TO PAY THE BILL. SHE NEVER CAME IN. A FEW DAYS LATER CARL WENT TO HER HOME AND AGREED THE UPPER STAIRCASE WAS INSTALLED SLOPPILY, AND OFFERED TO REPLACE IT. AT THIS TIME SHE ALSO SAID SHE WOULD BE IN TO PAY THE BILL, BUT NEVER DID. I SPOKE TO HER THE NEXT WEEK AND ARRANGED TO COME TO HER HOME TO INSPECT HER INSTALLATION. I FOUND THE UPPER STAIRWAY TO BE INSTALLED SLOPPILY, AND THE REST INSTALLED PERFECTLY. THE PAD UNDER HER BASEMENT CARPET FELT SLIGHTLY INCONSISTANT. I OFFERED TO REPLACE HER STAIRS AND REPLACE THE BASEMENT PAD WITH A MORE EXPENSIVE PAD THAT WILL GIVE HER A SUPERIOR FEEL, AT NO ADDITIONAL COST TO HER. SHE TOLD ME SHE WOULD THINK ABOUT IT. AFTER ABOUT TWO WEEKS MS. [redacted] MAILED US A CHECK FOR THE WOOD FOR $354.62, WHICH WAS $200 SHORT. SHE SAID SHE TOOK $200 OFF FOR TOUCH UP PAINTING, AND VACUUMING SHE HAD TO DO. I THEN SPOKE TO HER ON 05/02/17, AND PRESENTED THE FOLLOWING OFFER. REPLACE HER STEPS WITH NEW CARPET AND PAD, REPLACE THE PAD IN HER BASEMENT WITH SUPERIOR PAD. IF SHE ACCEPTED THIS SHE WOULD HAVE TO PAY HER BALANCE IN FULL WHICH WOULD BE $1937.95, I AGREED TO ACCEPT HER $200 DEDUCTION ON THE WOOD PORTION OF THE BILL. OR IF SHE WANTED SHE COULD KEEP EVERYTHING AS IS AND PAY ME $1137.95 WHICH WOULD BE A CREDIT OF $1000 INCLUDING HER DEDUCTION OF $200. AFTER TWO WEEKS I NEVER HEARD FROM Hf'R, I CALLED HER AND AT THAT TIME SHE TOLD ME SHE WANTED HER WHOLE INSTALLATION REPLACED OR HER MONEY BACK. I TOLD HER I DID NOT AGREE WITH HER, AND IF WE CAN NOT COME TO AN AMICABLE AGREEMENT, WE SHOULD LET AN INDEPENDENT PARTY DECIDE. AT THIS TIME I INTEND ON SUING MS. [redacted] IN CITY OF BUFFALO COMMERCIAL CLAIMS COURT, AND HAVING A JUDGE DECIDE THE MATTER, UNLESS THE BBB CAN INTERCEDE AND MEDIATE A SOLUTION

We have submitted Ms*** pictures of her floor to Tarkett, the manufacturerThey have found the damage to be caused by dropped objects.(see attached report)We have reopened the claim with Tarkett by sending an inspector out to examine the floor and document the damageIf it is found that the
floor is not performing as it should under warranty, we will address that issue with Tarkett

In regards to the issues that Ms*** brought up in her letterWe have previously inspected the job and found the seam to be in good condition and well madeHowever it is always out intent to have all of our customers completely satisfied With this in mind we have made several attempts to
reach Ms*** by phone ,and to date have not received a return callI'm certain we can resolve this when Ms*** contacts us. This letter is to confirm that carpet factory outlet will warrant the seam in your living room for the life of the carpet If it fails at any time call our service deptat *** and inform the person helping you that you have this letter extending the warrantyAlso as compensation for the seam placement I have enclosed a check for $as we agreed uponI am sorry for any nnconvenience this has caused youIn addition I will also offer you a 20o/o discount on any future purchase, simply take this letter with you into any carpet factory outlet and your purchase will be discounted by 20%. This matter has been resolved,I have sent you a copy of the letter of resolution that explains the details

We have reached a settlement agreement with *** *** She will recive a credit on her finance account of $1700, this is mutually satisfactory to us and herPlease confirm you received this e-mail. Thank you Jeffrey B***

We have already refunded $to *** and *** ***The $did not include the extra carpet that was needed or the 8% sales taxIf they like, they can repurchase carpet from us, but the price will not be $total including sales tax.Jeffrey B***Vice Pres

I am embarrassed and sorry for the poor serviceWe mailed a check for $back to Ms***Jeffrey B***Vice Pres

*** has denied *** *** complaintThey state the carpet is not being maintained properly by *** ***However,I have personally spoken to ***.They have agreed to give MsGuard new carpet free of charge.The only charge to *** *** would be the installation of the new carpet which would be
$plus sales tax.Sincerely,*** ***Vice Pres

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. Regards, *** ***

Ms*** ordered carpet from us, when we did the original installation we were short one room of carpet x 10. We reordered this carpet for her at no charge. Contrary to what she said in her letter, the installers did finish her job when they arrived at her house that day. We
made an agreement with her to give her the extra x carpet, and install it at no extra charge to her. We also gave her dinner for two at ***'s restaurant, a value of $66.00. At the time this was an acceptable solution to her. Her basement carpet is fully installed.....thank you Jeffrey BVice President

Revdex.com:
I have
reviewed the response made by the business in reference to complaint ID ***, 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.)The salesman(Eric) only refunded my money after he "refused" to honor the deal the store manager gave us, wrote up for us, I signed and I had paid for that day in fullThe store manager's deal "included" the 8% sales tax already in that price, per what he told us that day when we paid in full, it was an all inclusive priceTo have another employee go back on the offer that the store manager gave us is completely wrong especially since we had already paid for the productI was willing to pay for the extra foot of carpet they said we needed after they came out and measured the area but not willing to pay more for the original purchase of carpet.That's like if you go look at a car, you ask it they can do any better on the price and they come back with an out the door price everything included which sounds good to you so you say I'll take it, you pay exactly the price they gave you (so the receipt is actual proof that was the offer given to you) and that's the offer you agreed too but when you go pick up the car they say sorry you actually owe us a lot more money(and basically call you a liar and say that wasn't the deal they offered you even though you have the paperwork and paid receipt)That would be really wrong and shady business practices, right?We ripped out our old carpet after they came and measured, before they called to go back on the offer the Store Manager gave us which was "paid in full" and the paperwork was signedThe salesman who basically called me a liar is the owners (vice-president) son so of course i'm not surprised of the business response, to my complaint, perhaps his son Eric should be the store manager instead because it's obvious he runs the store anyway and what decisions he makes over rides the actual store manager'sWhat store manager says I'll have to check with the employee to see what he wants to do, they usually make the decision and since his decision was to give us an all inclusive deal, write it up on the paperwork and have me sign that and allow me to pay for it in full then his decision should be to honor that deal not allow an employee to call his customer a liar and allow him to cancel that order.
Regards,
*** ***

Eric B*** quoted Mr & Mrs*** $+ tax for yrds of carpet installed with smart cushion pad Jean Lavin wrote the sale for $including tax (his mistake) I am happy to honor the mistake and accept the sale for $including tax plus add on for the extra foot of carpet which will bring the total sale to $including tax If this is acceptable to Ms*** she can call me at 716-668-5503, ext and I will make arrangements with her to write up a new order for $including tax, have her repay us and install her carpet.Jeffrey B***, Vice President

We have refunded the customer $and we will give them a laminate molding to take care of their problemEven though we did not install the laminate- this is acceptable to Ms***Jeffrey Balsom

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

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.
Regards,
[redacted]
Your own "best installer" said the entire floor is defective. Does that mean you are replacing the entire floor?
[redacted]

In response to the complaint lodged by Mr. [redacted], The original carpetinstalled did have a defect. We ordered more carpet to complete the job.As the carpet is a solution dyed yam dyelot should not be a problem,and as Mr. [redacted] mentioned be has a heavy pool table ,with that in mindit seemed reasonable...

to attempt to replace the defective piece withoutdisturbing the pool table. However if it was not satisfactory we orderedenough carpet to redo the entire job. We have called Mr. [redacted] manytimes and left messages that he has not returned. At this point if Mr.[redacted] has his carpet replaced he can call us and we will jiick up the carpetwe originally installed and will refund hun the $570.00. Mr, [redacted] needsto call us to discuss this situation. He can call Mark K[redacted] at [redacted].Sincerely,Jeff

I AM WELL AWARE OF THE SITUATION WITH MS. [redacted], AS I HAVE BEEN TO HER HOME AND SPOKEN TO HER ON NUMEROUS OCCASIONS. MS. [redacted] BOUGHT WOOD FROM US AND CARPET FROM US FOR HER BASEMENT AREA, AND TWO SETS OF STAIRS. I AM ENCLOSING COPIES OF EACHFIRST OFF THE INSTALLERS WE SENT TO HER HOME...

ARE VERY EXPERIENCED, CARRY THEIR OWN COMP AND LIABILITY INSURANCE AND ARE BOTH QUITE CAPABLE. SHE SIGNED THE WORK ORDER, THAT THE CARPET AND WOOD WAS INSTALLED IN A SATISFACTORY MANNER. HOWEVER SHE NEVER PAID HER COD AMOUNT OF $1937.95 FOR THE CARPET, AND $554.63 FOR THE WOOD. CARL T[redacted], HER SALESPERSON SPOKE TO HER A FEW DAYS LATER. SHE STATED THAT THE UPPER STAIRWAY WAS INSTALLED SLOPPILY, BUT SHE WOULD BE IN TO PAY THE BILL. SHE NEVER CAME IN. A FEW DAYS LATER CARL WENT TO HER HOME AND AGREED THE UPPER STAIRCASE WAS INSTALLED SLOPPILY, AND OFFERED TO REPLACE IT. AT THIS TIME SHE ALSO SAID SHE WOULD BE IN TO PAY THE BILL, BUT NEVER DID. I SPOKE TO HER THE NEXT WEEK AND ARRANGED TO COME TO HER HOME TO INSPECT HER INSTALLATION. I FOUND THE UPPER STAIRWAY TO BE INSTALLED SLOPPILY, AND THE REST INSTALLED PERFECTLY. THE PAD UNDER HER BASEMENT CARPET FELT SLIGHTLY INCONSISTANT. I OFFERED TO REPLACE HER STAIRS AND REPLACE THE BASEMENT PAD WITH A MORE EXPENSIVE PAD THAT WILL GIVE HER A SUPERIOR FEEL, AT NO ADDITIONAL COST TO HER. SHE TOLD ME SHE WOULD THINK ABOUT IT. AFTER ABOUT TWO WEEKS MS. [redacted] MAILED US A CHECK FOR THE WOOD FOR $354.62, WHICH WAS $200 SHORT. SHE SAID SHE TOOK $200 OFF FOR TOUCH UP PAINTING, AND VACUUMING SHE HAD TO DO. I THEN SPOKE TO HER ON 05/02/17, AND PRESENTED THE FOLLOWING OFFER. REPLACE HER STEPS WITH NEW CARPET AND PAD, REPLACE THE PAD IN HER BASEMENT WITH SUPERIOR PAD. IF SHE ACCEPTED THIS SHE WOULD HAVE TO PAY HER BALANCE IN FULL WHICH WOULD BE $1937.95, I AGREED TO ACCEPT HER $200 DEDUCTION ON THE WOOD PORTION OF THE BILL. OR IF SHE WANTED SHE COULD KEEP EVERYTHING AS IS AND PAY ME $1137.95 WHICH WOULD BE A CREDIT OF $1000 INCLUDING HER DEDUCTION OF $200. AFTER TWO WEEKS I NEVER HEARD FROM Hf'R, I CALLED HER AND AT THAT TIME SHE TOLD ME SHE WANTED HER WHOLE INSTALLATION REPLACED OR HER MONEY BACK. I TOLD HER I DID NOT AGREE WITH HER, AND IF WE CAN NOT COME TO AN AMICABLE AGREEMENT, WE SHOULD LET AN INDEPENDENT PARTY DECIDE. AT THIS TIME I INTEND ON SUING MS. [redacted] IN CITY OF BUFFALO COMMERCIAL CLAIMS COURT, AND HAVING A JUDGE DECIDE THE MATTER, UNLESS THE Revdex.com CAN INTERCEDE AND MEDIATE A SOLUTION

I have reviewed the response made by the business in reference to complaint ID [redacted], I will allow the manufactures to come out and inspect the carpeting. The only resolution to the problem that I will except is a full refund of my money for the carpeting. I do not want replacement carpeting from the manufactures, or to even further my business with carpet factory outlet. Regards,  [redacted]

We had this inspected by the manufacturer, [redacted] industries.  They found nothing wrong with the floor.  We are willing to replace the planks(?) Ms. [redacted] wants replace in the interest of customer goodwill.

Upon reading the report regarding * carpet order< I am very sorry for the inconvenience caused by this situation. After looking into the details I understand the frustration That *has had. I would like to offer to personally come over and inspect the carpeting and be sure any areas of...

concern are addressed. Also I will credit *the $ 422.00 balance due.*President