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Detail Masters, Inc

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Reviews Detail Masters, Inc

Detail Masters, Inc Reviews (1)

Initial Business Response /* (1000, 5, 2015/09/23) */
On 9/22/2015, We have talked with the customer, and have offered a full replacement of their carpet. The customer does not need to purchase the exact brand of their existing floor. They may choose a different floor of equal value.
Since we...

do not make the flooring, the manufacturer requires an independent certified flooring inspector to issue a report. The initial report was declined. The second independent inspector sent out accepted the claim as a defect. It is possible that this customer was upset after receiving the initial report. We can understand their initial frustration, and perhaps we failed to properly communicate the entire protocol. Ultimately, we will do our best to satisfy this customer with a replacement.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We do not consider this solved until we agree upon a resolution. We wanted our money back. They are offering to replace. We have to agree on a different carpet since the carpet that has failed is the second time it has been installed. The first time it was inproperly installed and had a side mismatch issue. We are not going to install the same carpet. So we need to again agree on a resolution. We are actively searching for an alternative and have to wait for some other samples to arrive in the next couple weeks. This needs to stay open until fully resolved. I am attaching pictures from orignal install which was a Kjellberg Carpet One issue and their installers. This was clearly an istall issue with seam locations and visible seams. They finally agreed to replace it with a different installer. Seams were placed in proper locations and hidden. Not perfect but acceptable. I am also including pictures from the failed carpet today that Kjellberg Carpet One told us was normal wear when we contacted them. Only after we hired our own inspector and found that the carpet failed they now say it was a defect.
Final Consumer Response /* (2000, 26, 2015/12/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
All though we wanted a full refund we accept that the carpet was replaced. The carpet looks good after a couple days of being installed. We just hope that it will wear as expected.
Final Business Response /* (4000, 24, 2015/12/07) */
Today, we have just installed the replacement carpet at the [redacted]'s home. Our installation manager was at the job site overseeing the work, and helping move the furniture. We were able to make it work so that the entire replacement would be completed in just one day. This made the [redacted]'s happy. He said that Dan [redacted] was pleased with the work that we did today.
I have followed up with a phone call, asking them to let me know if everything looks good.
Please let me know what additional information I can provide to you at this time.

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