Direct Carpet & Tile Sales Unlimited

Good Morning, I'm in receipt of this complaint and am calling the client this morningI have absolutely no record in our repair order log of this issue but will do everything that I possibly can to correct the issue right awayWe have procedures in place to address client repair items and unfortunately, it doesn't look like the process was followed in this caseThis will be taken care of immediatelyMy sincerest apologies for missing this and I'll get right on it! Thank You, [redacted]

There are gaps between the baseboards and the carpet installed by Direct Carpet Unlimited which I requested be corrected I have made a couple of suggestions to correct this, the last e-mail I sent with a suggestion was not responded to I spoke to one of the Owners about the problem on March 18, and she suggested I e-mail the pictures to her Niece who works there I have sent three e-mails attempting to resolve this to no avail

We received an email directly from Mr*** on Wednesday the 9th of April, indicating there were several issues that had gone unresolved for some time (At this time I had not received any notification from the
Revdex.com)I immediately called the client, left a message and apologized profusely, explaining that this was the first that I had heard of these issuesHe called back later that afternoon and explained what had happened between him and one of our sales staff. There were many issues and again, I apologized for the lack of response and care and assured him I would handle his issues personallyI also informed him that if it had been elevated to myself or my husband earlier, we would have taken care of this for him immediatelyI offered, at that time, to replace his pad to the moisture barrier pad at no cost to them or I could offer them a monetary amount for the differenceHe said he would discuss with his wife and let me know when we metWe then set an appointment for last Friday, April 11th to review everything at his home
I met with the client on Friday and he showed me the areas of concern regarding the loose carpet on the stairs and hallway and we discussed the confusion regarding the carpet padThere is also an area in front of a door in their master bedroom we are working on a solution forAfter reviewing all the paperwork, from our contract to the work orders, I determined that we did not charge them for the upgraded, moisture barrier pad and that we installed our standard 8lb rebond padI brought the copies with me to show him that it was consistent throughout his order that we did not charge him for the moisture barrier pad. It was an error on sales persons' part and unfortunately, one that wasn't caught much earlier and during the the sales process before signatures on the contract. I asked him if they wanted me to replace the pad to the moisture barrier pad and he let me know that they did not at this pointWe also discussed the possibility of an area rug for another room as a way to make up for the error, which I am happy to do. Together we are still working on the best form of solution and should have something resolved within the next week
I have since scheduled an installer to go and fix the loose carpet on the stairs and hallway and that issue will be resolved on Wednesday the 16thI have addressed the sales person's lack of response and commitment to excellence internallyWe are improving our processes to ensure this doesn't happen again and that this particular client has a great experience moving forward
Additionally, the client asked if we would provide them a quote for the next phase of flooring for their home,
which *** and myself will handle personallyWe will be at their home again on Friday, April 18th to check on the repairs and discuss the above itemsWe are truly thankful that this client is giving us another opportunity and we look forward to resolving everything completely for them in the coming days
Sincerely,
*** ***
Co-Owner and Customer Care Officer
Direct Carpet Unlimited

Good Morning,I'm in receipt of this complaint and am calling the client this morning. I have absolutely no record in our repair order log of this issue but will do everything that I possibly can to correct the issue right away. We have procedures in place to address client repair items and...

unfortunately, it doesn't look like the process was followed in this case. This will be taken care of immediately. My sincerest apologies for missing this and I'll get right on it!  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 would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
The repairs were completed yesterday and they did a great job.
Regards,
[redacted]

Good Morning,
I'm in receipt of this complaint and am calling the client this morning. I have absolutely no record in our repair order log of this issue but will do everything that I possibly can to correct the issue right away. We have procedures in place to...

address client repair items and unfortunately, it doesn't look like the process was followed in this case. This will be taken care of immediately. My sincerest apologies for missing this and I'll get right on it! 
 
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 would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.The repairs were completed yesterday and they did a great job.
Regards,
[redacted]

Review: Direct Carpet delivered terrible customer service. They were dishonest and deceived us. They charged a $ 500 deposit on my credit card which was the only amount I authorized to order the carpet. After my carpet was installed, they immediately ran my credit card for the balance of the carpet , which was not authorized by me. I was going to pay the balance by cash. I asked for the warranty on the carpet. I was told there was a 20 year warranty on the carpet, and the warranty could not be located. I was told it was in the mail. Two weeks later, I walked in to their store and they said they sent the warranty in the mail, and were looking in their files, and could not locate a copy in any of their records. I don't believe their ever was a warranty for the carpet. When my credit card statement came 30 days later , there was a a additional charge for 1750.00 . When I contacted them they denied the charge and I had to dispute it with my credit card company.Desired Settlement: Complaint on record against this business for False advertisment and dishonest business practice .

Business

Response:

First, let me start by stating that Direct Carpet and Tile Sales Unlimited is committed to deliver an excellent service experience to all customers. As a family-owned business, I pride myself in being honest, fair and open with all of my clients. I understand that people have a choice where they spend their dollar, and I appreciate the open feedback that clients can express to the Revdex.com as It helps me become better in my service to them. I'm very sorry that this customer feels he had a bad customer service experience with us. With that, I have personnaly investigated and reviewed all his concerns.

This customer visited out showroom asking if we could beat the price on a particular sample he had, and after looking at the product, I established that we could beat the price and save him money. We scheduled a measure at the customer's home. When I was at his home, I told him verbally that the total cost would be $3500 to complete the job. We require a 50% deposit in order to start the job up front and the balance paid once the product is installed and the customer is satisfied. At that point, the customer gave me his credit card information so that I could ring the deposit of $1750 to order the product. I went back to the office and wrote up the contract and rang his credit card for the deposit of $1750, and ordered his material.

Once the product was installed, I personally called the customer the next day on the phone to ask if he was satisfied with the job. He stated he was satisfied and at that time, and I asked if I could ring the balance of his job on his credit card, and at that time, he verbally authorized me to do so and he asked that I mail him a copy of the contract/receipt and a copy of the warranty for the product he had purchased. At that time, I explained that I was out of paper copies of the warranty for his product in my showroom, and as soon as the representative from the manufacturer brought them in, I would be happy to deliver the warranty information personally to his home. I rang the remaining balance of his order of $1750 and immediately put the contract/receipt in the mail to him that day indicating paid in full. There was no conversation or mention by him of his desire to pay the balance in cash.

A few weeks later, he came into the showroom and he spoke to me that he still didn't have the warranty information. I apologized to him for the delay as I still didn't have the physical copies from the manufacturer, and at that point, I took a picture of the back of the carpet sample that states all of the warranty information for his particular product and texted the picture to him so he had the information at hand. All product that I sell holds a warranty, as I only deal with the top brand name manufacturers. His warranty was in full effect whether he had a physical copy of the paperwork in his hand, and that warranty will always be honored.

A few days later, he called telling me that we had charged his credit card twice for the remaining balance of $1750. I told him that I was sorry and that I would investigate the error, and if we did make that error I would refund him right away. He offered to send me a copy of his bill and I told him that I didn't need it. At that time he stated that he understood and that mistakes that this happen. I asked that he give me some time to look into it. Within 10 minutes, I found that our credit card merchant company charged his card an additional time in error and I called him back to let him know that the refund to him for $1750 was done.

We regret that this customer went through this frustration. We will be mailing a copy of the warranty to his home to ensure he has a hard copy on file for his records. Again, we strive to be the best at what we do and we certainly apologize for the misunderstanding and communication that led to this customer feeling this way. We have numnerous testimonials from customers indicating our excellent level of service we provide and strive to deliver that level to all customers, consistently. We pride ourselves in being transparent and appreciate the opportunity to respond.

Owner,

Direct Carpet and Tile Sales Unlimited

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

June 28, 2013, Complaint ID # [redacted]- Response

Revdex.com

To Whom it May Concern:

I wish to express only 50% of what The owner of Direct Carpet is telling in his response is true and

correct or we would never have filed a complaint to Revdex.com.

True Facts:

1) We came into his store for a price comparison against [redacted]’s carpet prices with a carpet sample.

2) [redacted] personally came to our house and took measurements and quoted a price of $ 3500.He

told us we would be given a written warranty for the carpet for 10 or 20 years for the carpet (

called ( With Love)

3) 48 hours later we called and agreed to his price and he told us he would write us a contract and

fax it to us for us to sign before he would order the carpet. He also said he would need a 50%

deposit to order. We gave him the credit card information over the phone for the deposit. The

contract was never given to us because he never asked for a fax # or email address

4) We authorized [redacted] to run our credit card for the deposit only!!!!!! TO ORDER THE CARPET!

Untrue Facts:

1) We never authorized [redacted] or anyone else at Direct Carpet to run our credit card for

the balance of the carpet after installation.. His staff person automatically did that without

consulting us to see if that is how we wanted to pay the balance. We had no intentions of paying

he balance on our credit card. We were never given the opportunity to pay any other way.

Once they had our credit card information they just kept using it. When we discussed this with

his bookkeeper, she herself said this should never have happened without our permission and

she apologized for the transaction that occurred un authorized. We only authorized the original

transaction for the deposit over the phone to get the carpet ordered NOTHING MORE!! THEN

ANOTHER TRANSACTION OCCURRED SEVERAL DAYS LATER FOR ANOTHER $ 1750.00. A mistake

n their part, yes, however, I question their staff working there handling transactions if they

cannot keep records straight. They never called us to tell us about it, we had to call him and

tell him. At , First [redacted] denied it and told my husband that was impossible that they would

never do that, and my husband said, I have my credit card statement to prove it was done with 3

different dates and 3 different transactions and that he would fax it to him. He also told him we

ad already contacted our credit card company to complain and dispute the additional charges.

That is when he finally said he would agree to remove the additional $ 1750.00

2)He never told us anything about being out of copies of warranty forms. THAT IS A BIG LIE!!

3) HE TOLD US OUR RECEIPT IS OUR WARRANTY AND THAT IS ALL WE NEEDED FOR A WARRANTY FOR OUR CARPET.

4) My husband went to the store and walked in and asked for a copy of the warranty and [redacted]

said “Oh didn’t you get it in the mail, we mailed it to you. My husband said no that’s why I am

here I have not received anything. [redacted] proceeded to look through drawers and files in front

of my husband because he was caught off guard looking for the copy and never found it. This was

almost 10 days ago. We have yet to receive a warranty for the carpet. I don’t believe one exists.

5) A receipt is not a warranty for the manufacturer of the Carpet. If Direct Carpet goes out of

business any time, who will we deal with for the warranty?

6) [redacted]s carpets gave us actual pamphlets with the manufacturer’s warranty showing us what they

cover and how to contact them if we were to ever have a problem and also who their warranty

carpet cleaning people were looking at samples in there store. This is what we were expecting

from Direct Carpet.

7) Instead , we were given a run a round story. And he states , he has a great reputation for

customer service! Really? They say you get what you pay for. I wish we would have gone to

[redacted]s. At least we were treated better and we would have gotten a warranty, because the

pamphlets were handed to us during the sales presentation.

Regards,

Business

Response:

Again, we are sorry that the client feels they were unfairly treated and are unhappy with our response. We feel we have addressed the concerns and issues with the best of intentions and transparency. As stated in our earlier response, our credit card merchant company inadvertently charged their credit card a third time in error and when we were notified of the over charge, we refunded the money back quickly to the client without refusal. The client has been sent copies of their contract with final payment indicated and copies of their warranties. We regret that this customer feels they had a poor overall experience with us and we appreciate the opportunity to respond once again.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

To [redacted]

There is no truth about them sending any type of warranty. A receipt is not a warranty. We only received a copy of a receipt for our credit card charges for the carpet. As I stated in my earlier response, if Direct Carpet ever closes their doors and goes out of business, who will take care of our carpet warranty. [redacted] presented us a phamplet directly with a warranty from the carpet manufacturer if their should ever be a problem during the warranty period. Please just register our complaint with the Revdex.com against Direct Carpet and place it on file. Direct Carpet does not feel they did anything wrong so their will never be any resolution to this matter.

Thank You

Review: I bought carpet and tile from Direct Carpet and Tile. Shortly after the installation I noticed the carpet was coming up in the hallway and loose carpet in the master bedroom. I called and talked with [redacted] my sales person several times and he said he would send someone out. We are know on the third week and fourth phone call to ask when someone is going to fix it. His usual response is I will get back to you we are real busy. Also another problem I discovered because of the loose carpet is the padding. The padding that was installed does not have a moisture barrier. When we ordered the carpet, tile, and padding we stated we wanted padding with moisture barrier. We stated we wanted this because of our child and pets. He stated it was a good idea because it wont soak into the pad and the carpet can be cleaned thoroughly. He even told us how to clean the carpet step by step if we have a stain with the moisture barrier. When I called back and talked with [redacted] he stated he did not charge us for the pad. I stated my husband and I decided on the carpet color, tile and moisture pad. He stated he could not remember. I stated I had a similar price quote from home depot and that it was priced out with moisture barrier pad. I asked why on his paperwork that the pad he checked off does not specify the type of padding. He stated that's just home the paperwork is. I feel taken advantage of because my husband and I trusted he was going to give us the product we asked for since we were referred by a friend. To this day some of our padding is ruined due to pet accidents.Desired Settlement: I would like a refund of the padding cost or all of my padding to be changed out. I spent almost 10,000 with your company because I was referred by a friend. At this point I wish I would have spent the same amount and got the product I wanted from home depot. I should not have to pay for someone mistake and vague paperwork.

Business

Response:

We received an email directly from Mr. [redacted] on Wednesday the 9th of April, indicating there were several issues that had gone unresolved for some time (At this time I had not received any notification from the Revdex.com). I immediately called the client, left a message and apologized profusely, explaining that this was the first that I had heard of these issues. He called back later that afternoon and explained what had happened between him and one of our sales staff. There were many issues and again, I apologized for the lack of response and care and assured him I would handle his issues personally. I also informed him that if it had been elevated to myself or my husband earlier, we would have taken care of this for him immediately. I offered, at that time, to replace his pad to the moisture barrier pad at no cost to them or I could offer them a monetary amount for the difference. He said he would discuss with his wife and let me know when we met. We then set an appointment for last Friday, April 11th to review everything at his home.