Mr [redacted] He contacted us In April of stating the carpet had come loose from the tack strip and needed to be re-installedWe sent our service technician to his home for the warranty workMr [redacted] told our tech there had been a water leak in the condo next door, which shared a common wall, and that he had pulled the carpet back to keep it from getting wetWe re-stretched the carpet at that time at no charge, even though it would not have been covered under the warranty since it was intentionally pulled backThen in June of we were called back again to look at the stepsWe determined that the stairs needed to be re-stretched and sent our tech out again to restretch the stairsWe were contacted again by Mr [redacted] in Aug of He said the carpet on his stairs was turning greenWe sent our service tech out to inspect the stair carpetOur tech pulled the carpet back on the steps to make sure nothing was bleeding up through the carpet from the pad, and found nothing thereThe fibers had green on the ends as though something topical had caused the problemWe felt there was not a warranty Issue here and that the discoloration was caused by something unrelated to the flooringOn 8/21/we sent Mr [redacted] a letter explaining our position and giving him several optionsThere are In fact independent inspectors that the industry uses to settle warranty IssuesWe also sent the contact information to Karastan, the carpet manufacturerWe feel we have taken care of any warranty issues pertaining to this sale and that any remaining issues are not warranty issues, but rather issues created by the home environmentSincerely Allen W [redacted] President, Drexel Interiors
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***
In response to the complaint ID [redacted], we feel like there was open communication between our representative and client during the duration of the remodel project. There were issues that occurred, addressed, and completed in a timely manner, and custom cabinet parts can have extended lead...
times. The client reached out to a sales manager and requested a discount, and one was agreed upon. The client agreed to an 80% deposit up front with the remaining balance paid on completion, not 30, 60, or 90 days after completion. By the time the client received the balance for the job, the bill was past due. Thanks, Dustin [redacted] Drexel Interiors of Indiana 317-536-1120 (office) [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.
Regards,
[redacted]
Mr. [redacted] purchased carpet and Installation from us In Aug. of 2013.
Arial, sans-serif; letter-spacing: -0.3pt;">He contacted us In April of 2014 stating the carpet had come loose from the tack strip and needed to be re-installed. We sent our service technician to his home for the warranty work. Mr. [redacted] told our tech there had been a water leak in the condo next door, which shared a common wall, and that he had pulled the carpet back to keep it from getting wet. We re-stretched the carpet at that time at no charge, even though it would not have been covered under the warranty since it was intentionally pulled back. Then in June of 2014 we were called back again to look at the steps. We determined that the stairs needed to be re-stretched and sent our tech out again to restretch the stairs. We were contacted again by Mr. [redacted] in Aug of 2014. He said the carpet on his stairs was turning green. We sent our service tech out to inspect the stair carpet. Our tech pulled the carpet back on the steps to make sure nothing was bleeding up through the carpet from the pad, and found nothing there. The fibers had green on the ends as though something topical had caused the problem. We felt there was not a warranty Issue here and that the discoloration was caused by something unrelated to the flooring. On 8/21/14 we sent Mr. [redacted] a letter explaining our position and giving him several options. There are In fact independent inspectors that the industry uses to settle warranty Issues. We also sent the contact information to Karastan, the carpet manufacturer.
We feel we have taken care of any warranty issues pertaining to this sale and that any remaining issues are not warranty issues, but rather issues created by the home environment.
Sincerely
Allen W[redacted]
President, Drexel Interiors
Mr [redacted] He contacted us In April of stating the carpet had come loose from the tack strip and needed to be re-installedWe sent our service technician to his home for the warranty workMr [redacted] told our tech there had been a water leak in the condo next door, which shared a common wall, and that he had pulled the carpet back to keep it from getting wetWe re-stretched the carpet at that time at no charge, even though it would not have been covered under the warranty since it was intentionally pulled backThen in June of we were called back again to look at the stepsWe determined that the stairs needed to be re-stretched and sent our tech out again to restretch the stairsWe were contacted again by Mr [redacted] in Aug of He said the carpet on his stairs was turning greenWe sent our service tech out to inspect the stair carpetOur tech pulled the carpet back on the steps to make sure nothing was bleeding up through the carpet from the pad, and found nothing thereThe fibers had green on the ends as though something topical had caused the problemWe felt there was not a warranty Issue here and that the discoloration was caused by something unrelated to the flooringOn 8/21/we sent Mr [redacted] a letter explaining our position and giving him several optionsThere are In fact independent inspectors that the industry uses to settle warranty IssuesWe also sent the contact information to Karastan, the carpet manufacturerWe feel we have taken care of any warranty issues pertaining to this sale and that any remaining issues are not warranty issues, but rather issues created by the home environmentSincerely Allen W [redacted] President, Drexel Interiors
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***
In response to the complaint ID [redacted], we feel like there was open communication between our representative and client during the duration of the remodel project. There were issues that occurred, addressed, and completed in a timely manner, and custom cabinet parts can have extended lead...
times. The client reached out to a sales manager and requested a discount, and one was agreed upon. The client agreed to an 80% deposit up front with the remaining balance paid on completion, not 30, 60, or 90 days after completion. By the time the client received the balance for the job, the bill was past due. Thanks, Dustin [redacted] Drexel Interiors of Indiana 317-536-1120 (office) [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.
Regards,
[redacted]
Mr. [redacted] purchased carpet and Installation from us In Aug. of 2013.
Arial, sans-serif; letter-spacing: -0.3pt;">He contacted us In April of 2014 stating the carpet had come loose from the tack strip and needed to be re-installed. We sent our service technician to his home for the warranty work. Mr. [redacted] told our tech there had been a water leak in the condo next door, which shared a common wall, and that he had pulled the carpet back to keep it from getting wet. We re-stretched the carpet at that time at no charge, even though it would not have been covered under the warranty since it was intentionally pulled back. Then in June of 2014 we were called back again to look at the steps. We determined that the stairs needed to be re-stretched and sent our tech out again to restretch the stairs. We were contacted again by Mr. [redacted] in Aug of 2014. He said the carpet on his stairs was turning green. We sent our service tech out to inspect the stair carpet. Our tech pulled the carpet back on the steps to make sure nothing was bleeding up through the carpet from the pad, and found nothing there. The fibers had green on the ends as though something topical had caused the problem. We felt there was not a warranty Issue here and that the discoloration was caused by something unrelated to the flooring. On 8/21/14 we sent Mr. [redacted] a letter explaining our position and giving him several options. There are In fact independent inspectors that the industry uses to settle warranty Issues. We also sent the contact information to Karastan, the carpet manufacturer.
We feel we have taken care of any warranty issues pertaining to this sale and that any remaining issues are not warranty issues, but rather issues created by the home environment.
Sincerely
Allen W[redacted]
President, Drexel Interiors