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We were finally able to contact the customer this past Wednesday We have scheduled an appointment for our representative to go back out to customer and let them re-select to a different product

Complaint: [redacted] I am rejecting this response because: The information provided by Smart Carpet is not accurateAfter months of heated conversations and the report given by their hired inspector(That's when the replacement came into to play, this was never an option the first few months of calls)The inspector informed Smart Carpet the floor needs to be replaced( It took months before Smart Carpet decided to send out the 3rd party inspector, because I would not settle for them piecing the floor back together and the carpet was a whole different heated issueI had to meet with other Smart Carpet employees to see and review the damage) They even tried to up sell me on a different floor, and when I refused to pay a thousand plus more, it took me months to finally get to the VP The inspector noted the refrigerator was dragged across the flooring during and after the tiles were laidThe carpet on the steps is cut uneven and at an angleThe inspector stated this has to be replaced, and the cut on the step was done by a carpenter knifeThe kitchen kick step was not properly installed none of the corners were completed, there was an excessive amount of glue used which caused the tiles to lift by the door waysThe inspector took pictures of the damaged areasAt this point pictures will speak louder then wordsI was also told the tile I have is bought in bulk and is almost always available in the warehouse I just needed to call and set up a day for deliveryTo make matters worse, the installers carefully placed my area rug over the damaged area along with my other carpets by the entry way into the house and at the stepsThey also neatly stacked a few empty boxes next the refrigerator covering the large gaps were tiles were not joined together basically ripped apart by dragging the refrigerator back into placeMy very first phone call was to Jude our sales person, I had to wait a week or for him to come out and look at the damage, he stated to me don't worry we will take care of youAfter he noted the damage I had to wait about another 3-weeks to have another person review the damage and so on with people coming in many phone calls placed which puts us now in the month of MayYou can not by any means stretch carpet that is cut too short and on a angle when it should be squareI know for a fact carpet padding can not be stretchedThe pad is also cut on an angle and too short, you can feel it when you walk on the floorPlease note it was never in Smart Carpet's best interest to replace my flooring they just wanted to do the least amount possible (band aid fix in hopes I would go away) and I would not settle, I paid for professional work and I received below grade quality I could have done a better job myselfI don't want them in my home, I can't trust their workers(as damage was done to my home and furniture), and what happens if damage is caused again we start the whole process over with having people in and out of my home to review the damage my time loss of work, I do work during the day and I am not always available to talk during the hours 9-And on another note I had to miss work because they refused to come out after hours or on the weekendI don't have good faith in their company Smart Carpet has my money, I don't think they really care at this point they were paidI was treated horribly by their customer service and upper managementI believe this company is very experienced with dealing with matters like mine and purposely drag out hoping I would just go awayI felt like I had no other options but to have the replacement tiles deliveredHowever after meeting the new installer and contacting others whom have had issues with the company, I have absolutely no faith in Smart Carpet I do not want them in my houseI do not feel safe with themI believe we have been thru enough emotional tormentI am not going to settleI want a refund, Smart Carpet can come and pick up the tiles Regards, [redacted] ***

The results from the independent inspector usually take to weeks to receive back The inspection was only conducted on 7/We will follow up with the customer as soon as we receive the results from the inspectionthere is nothing to reject as the results are not in yet

At the time of the initial complaint SMART Carpet and Flooring acknowledged that there were problems with this installationAfter discussions with Ms [redacted] we agreed to completely replace the hard surface flooring and to replace the carpet on the stairs and to repair the carpet in the bedroom carpet as it had come off the tackless strip in a bedroomMs [redacted] suggested at that time that she keep the flooring and get a full refund which I explained to her was not possible Therefore we agreed on the course of action described aboveDespite this mutually agreed upon decision Ms [redacted] has not made herself available for the repair & re-install and now claims we are "harassing her" when all were attempting to do was accomplish this fix so Ms [redacted] could put this behind her and have a properly installed floor to her satisfaction Despite Ms***s concerns that we are sending the same installer to effect the repair, that is not the caseWe stand by our offer to replace the vinyl flooring and the carpet stairs and repair the bedroom carpet but we must be allowed in the home to do soIf Ms [redacted] does not want to proceed and allow us to fulfill the agreement then we would be willing to come pick up the new, unistalled tiles in her home, credit her 50% of her vinyl floor cost ($1,284.28) and the entire cost of the carpeting on the stairs(x = sqft@ $sqft = $+ tax = $for a total refund of $

Complaint: [redacted] I am rejecting this response because: At no time were we in good faith, I was harassed and was not given any other option. I actually had to argue with a few different people about how the whole floor was damaged and it could not be pieced together like a puzzle. And the carpet can't be fixed as I stated before padding can not be stretched nor can the carpet. The carpet that was cut on an angle has to be replaced no way to put a band aid on that. At that time I did not review my rights as a consumer and consumer law. I had requested numerous times for a refund. I never received a call back. Only voice mail wanting to deliver tiles and I said NO!! Actually the tiles were delivered without a prior call to confirm delivery, because I stated to Otto I was not sure of what I wanted to do and he said this is your only option basically take it or leave it. However, we are missing a very valid point, I don't want your workers in my home I have no faith in your company or in the quality of the contractors you hire. I am extremely fearful more damage will be done in my home. It's never to late to do the right period. Is their an attorney that works with the BBB to assist me with this matter or can you recommend a firm that deals with consumer affairs. I can also reach out to NBC of NY Baquero to do a live feed from my home showing the damage done to the flooring and how the carpet was cut at an angle not square, that can't be hidden. The damage speaks for its self no matter how many phone calls or promises made delayed timing and such. I am sure after the review of the damage anyone would understand why I don't want Smart Carpet back into my home. Especially after my conversation with the installer who dropped off the tiles. I also paid for [redacted] Luxury vinyl tile I researched the [redacted] product site and the Id number from the box and the color on the boxes delivered does not match anything on their site. (I will definitely research and further advise). After doing further research in the laying of the tile, according to the manufacture guide lines using uniclic tiles, glue is not used, "glue less luxury tiles" however during my install glue was a key part during installation along with a carpenter blade, not much was clicked into place like the demo on line. I also tried to communicate with the installers after they blew my fuse box 3 to 4 times (older home low amps) with their radio, we had a huge language barrier. Regards, [redacted] ***

There was some confusion here as to who the customer was. The customer is in our records as [redacted] so now that the complaint is in that name and the have been able to verify the customer we can now respond to thecomplaint. (Response attached) Paul H***

At this point we do not know how to proceed with this customer. We have offered to completely replace the flooring which the customer agreed to . We ordered replacement materials in good faith and attempted numerous times to schedule installation which could be completed in one day. After several months the customer has now decided she doesn't want to proceed with the agreement and wants a full refundDue to the delay in this matter we can no longer return the materials to the manufacturerWhile the vinyl can be warehoused and probably used in another job, the carpet cannot. We understand people change their minds but at this point we cannot simply give her a full refund. We offered a partial refund even though we are still losing substantial money on this project. No matter what way it is resolved as we are attempting to make this customer happyEvery attempt to resolve this with the Revdex.com is met with a rejection of our responseIs the Revdex.com resolving this or is the consumer? Now she is threatening to slander and libel our company on social mediaAt this point we are referring the threat of libel over to our attorney. She also states that she needs time to think this over?? What does that mean? Is either of the previous offers being accepted or not?

Complaint: ***
I am rejecting this response because: I need more time to think this over, and the amount of the refund is unfair not even close to something I would accept.
Regards,
*** ***

We were finally able to contact the customer this past Wednesday. We have scheduled an appointment for our representative to go back out to customer and let them re-select to a different product

Complaint: ***
I am rejecting this response because: when I contacted them the second time for an appointment, they never said anything to me about a restocking feeNothing was listed or written in my contract eitherThen only when I said I was still upset about, the fact the salesman took it upon himself to make the decision to order white molding he kept telling me it was in my contractNothing was stated in my contract it was written on the installers paperworkHe even asked me why he ordered white when I have wood molding.The installer is also the one who said they ordered the wrong molding to separate the roomsHe ordered the correct ones, but they were not in when the flooring was installedWhen I contacted the main office about a refund I got basically the run around with the mistakes their sales person made.With regards to the refund they kept telling me it was put in the mailUnfortunately they lied and put the check in the mail on Friday two days later then when they told me they mailed itAlso I feel they took advantage of me because I am a woman and definitely overcharged for this flooringI still think they should refund me at least another, $due to the issues with the ordering, the rude service of the sales team and the fact the flooring is way over priced.
Regards,
*** ***

After discussions with the customer we explained to her that this is a new type of flooring that requires a special underlayment pad to be installed which the manufacturer had not informed us at the time of the original installation. After customer brought issues to our attention customer
agreed to let us repair floor. This requires that the current floor be removed and re-installed after new underlayment is put down. One of the benefits of this type of flooring the customer purchased is the fact that the floor can be removed and re-installedWhen discussing the procedure with the customer she inquired what would happen if any of the vinyl planks were damaged during the procedure. we informed customer we could bring extra planks to the repair and would replace anything that may be damagedAfter originally agreeing to this the customer then changed her mind and demanded that all new flooring be installed instead of repairedUnfortunately we cannot meet that requestWe offered to repair the entire floor and replace any planks as needed

At the time of the initial complaint SMART Carpet and Flooring acknowledged that there were problems with this installation. After discussions with Ms. [redacted] we agreed to completely replace the hard surface flooring and to replace the carpet on the stairs and to repair the carpet in the bedroom carpet as it had come off the tackless strip in a bedroom. Ms. [redacted] suggested at that time that she keep the flooring and get a full refund which I explained to her was not possible.  Therefore we agreed on the course of action described above. Despite this mutually agreed upon decision.  Ms. [redacted] has not made herself available for the repair & re-install and now claims we are "harassing her" when all were attempting to do was accomplish this fix so Ms. [redacted] could put this behind her and have a properly installed floor to her satisfaction.  Despite Ms. [redacted]s concerns that we are sending the same installer to effect the repair, that is not the case. We stand by our offer to replace the vinyl flooring and the carpet stairs and repair the bedroom carpet but we must be allowed in the home to do so. If Ms. [redacted] does not want to proceed and allow us to fulfill the agreement then we would be willing to come pick up the new, unistalled tiles in her home, credit her 50% of her vinyl floor cost ($1,284.28) and the entire cost of the carpeting on the stairs. (12 x 9 = 108 sq. ft. @ $2.50 sq. ft = $270.00 + tax = $288.90 for a total refund of $1573.18.

Complaint: [redacted]
I am rejecting this response because: The information provided by Smart Carpet is not accurate. After 6 months of heated conversations and the report given by their hired inspector. (That's when the replacement came into to play, this was never an option the first few months of calls). The inspector informed Smart Carpet the floor needs to be replaced. ( It took months before Smart Carpet decided to send out the 3rd party inspector, because I would not settle for them piecing the floor back together and the carpet was a whole different heated issue. I had to meet with 3 other Smart Carpet employees to see and review the damage) They even tried to up sell me on a different floor, and when I refused to pay a thousand plus more, it took me months to finally get to the VP.  The inspector noted the refrigerator was dragged across the flooring during and after the tiles were laid. The carpet on the steps is cut uneven and at an angle. The inspector stated this has to be replaced, and the cut on the step was done by a carpenter knife. The kitchen kick step was not properly installed none of the corners were completed, there was an excessive amount of glue used which caused the tiles to lift by the door ways. The inspector took pictures of the damaged areas. At this point pictures will speak louder then words. I was also told the tile I have is bought in bulk and is almost always available in the warehouse I just needed to call and set up a day for delivery. To make matters worse, the installers carefully placed my area rug over the damaged area along with my other carpets by the entry way into the house and at the steps. They also neatly stacked a few empty boxes next the refrigerator covering the large gaps were tiles were not joined together basically ripped apart by dragging the refrigerator back into place. My very first phone call was to Jude our sales person, I had to wait a week or 2 for him to come out and look at the damage, he stated to me don't worry we will take care of you. After he noted the damage I had to wait about another 3-4 weeks to have another person review the damage and so on with people coming in many phone calls placed which puts us now in the month of May. You can not by any means stretch carpet that is cut too short and on a angle when it should be square. I know for a fact carpet padding can not be stretched. The pad is also cut on an angle and too short, you can feel it when you walk on the floor. Please note it was never in Smart Carpet's best interest to replace my flooring they just wanted to do the least amount possible (band aid fix in hopes I would go away) and I would not settle, I paid for professional work and I received below grade quality I could have done a better job myself. I don't want them in my home, I can't trust their workers(as damage was done to my home and furniture), and what happens if damage is caused again we start the whole process over with having people in and out of my home to review the damage my time loss of work, I do work during the day and I am not always available to talk during the hours 9-5. And on another note I had to miss work because they refused to come out after hours or on the weekend. I don't have good faith in their company Smart Carpet has my money, I don't think they really care at this point they were paid. I was treated horribly by their customer service and upper management. I believe this company is very experienced with dealing with matters like mine and purposely drag out hoping I would just go away. I felt like I had no other options but to have the replacement tiles delivered. However after meeting the new installer and contacting others whom have had issues with the company, I  have absolutely no faith in Smart Carpet.  I do not want them in my house. I do not feel safe with them. I believe we have been thru enough emotional torment. I am not going to settle. I want a refund, Smart Carpet can come and pick up the tiles.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I did respond on 7/11 to say that the inspection was a good first step to resolving the problem.however the inspector came on 7/15 and I have not received any communication since .
Regards,[redacted]

The results from the independent inspector usually take 2 to 3 weeks to receive back.  The inspection was only conducted on 7/15. We will follow up with the customer as soon as we receive the results from the inspection. there is nothing to reject as the results are not in yet..

Mr. & Mrs. [redacted] ordered both carpet and vinyl flooring from SMART carpet and Flooring on May 31, 2015. The carpet was installed on June 20th and the vinyl flooring  was installed on June 18th. In both instances the installation was signed off on by the customer as satisfactory. (copies...

attached) On July 10th the customer contacted us in regards to scratches and markings on the floor. Our installation manager inspected the floor and agreed to order approximately 36 sq. ft of vinyl flooring to repair the damaged areas at no charge to the customer. It was also pointed out to our manager that there was a cut the the new carpet on one of the stairs which we agreed to send someone out to repair. On July 27th the customer said they would call back to set up a time for us to come out and do both repairs. We reached out to the customer to schedule this on 8/3, 8/11, 8/20 8/29, 9/10 & 9/19.  The customer then reached out to us that she had further issues regarding her carpet and flooring. We then hired an independent inspector to schedule an inspection of her carpet and flooring which was scheduled for 10/15. On October 19th we received the inspection report back that indicated installation related problems with both the carpet and vinyl flooring. On that day our installation manager left a message for Mrs. [redacted] regarding the installation and subsequent repairs. Based on the inspection it was determined we would now need 72 sq. ft. to repair the affected vinyl flooring. We reached out again to the customer on 10/22, 10/27, 10/31 & 11/9. Mrs. [redacted] at that point contacted SMART Carpet and Flooring and expressed concern that the area being repaired was not sufficient and felt the carpet on the stairs needed to be replaced, not repaired. We agreed to order new carpet to completely replace the carpeting on the stirs and said the bedroom carpet would be re-stretched as it had come off the tackless strips in one of the bedrooms. We also agreed to completely replace the vinyl flooring. We then reached out to the customer on 11/14, 11/18, 11/24,  12/2, 12/7 & 12/12 to attempt to schedule repair & replacement. At that point the customer contacted us and indicated she wanted to wait until after the holidays to proceed. We agreed to follow up with her after the holidays. We attempted to contact the customer again on 1/2, 1/7, 1/11, 1/16, 1/26, 2/3, 2/8, 2/13, 2/17, 2/22. Ultimately we agreed to a date to replace & repair the carpet and flooring on 4/2.  We delivered the hard surface flooring on 3/25. On April 2nd, the customer decided to cancel the installation and re-schedule at a later date.  Eventually we received the Revdex.com complaint from the customer. We have made every attempt to resolve this situation with this customer. However it requires cooperation from both parties.  This situation could have been resolved months ago. The customer chose not proceed with the installation which we were prepared to do starting in November.  She claims she did not hear back from the VP.  I am the VP Mrs. [redacted] spoke with and I authorized the complete replacement of the vinyl flooring and the carpet on the stairs. So I think this verifies our contact with this customer. Once this was agreed to by the customer the only remaining issue was to schedule and complete the installation, which we repeatedly attempted to do. We ordered replacement materials based on conversations with Mrs. [redacted]. She also states that she believed the installer who delivered the replacement materials was the same installer who did the first installation. In fact, the new installer was a completely different installer who was required to be certified in both carpet and flooring installation as he would be working with both flooring surfaces so we're not sure where that assumption comes from.  Currently the new vinyl flooring is in the customer's awaiting installation. The replacement carpet is in our warehouse also awaiting installation.  The customer now states she wants us to come get the materials, leave the current flooring in place and issue a full refund.  Unfortunately this is not possible as the materials are not returnable due to the time that has passed since we ordered them.  We stand by our offer as was originally agreed to by the customer. we will completely replace the vinyl flooring in the customer's home. We will completely replace the carpet on the stairs and we will re-stretch the carpet in the bedroom where it has come off the tackless strips.

On February 18, 2015 [redacted] signed a contract with SMART Carpet and Flooring for the purchase and installation of Mohawk Smart Start carpet.  It was installed on Apirl 4, 2015.  (Copy of contract invoice #[redacted] attached) At that time the customer signed the contractor ticket...

agreeing that the materials and installation were satisfactory (Copy attached) On that same date she also signed a contract for the purchase and installation of 2 additional Mohawk Smart Step carpets (invoice # [redacted] - copy attached)  This carpet was also installed on April 4, 2015 and again the customer signed a contractor ticket stating the materials and installation were satisfactory (Copy attached) Lastly, On May 9, 2015, [redacted] signed a contract for the purchase and installation of Simplesse vinyl flooring (Invoice # [redacted] - copy attached).  This product was installed on May 23, 2015 and was signed off by the customer as materials and installation being satisfactory. (Copy of document attached)  On October 28, 2015 the customer emailed SMART Carpet to  inform us that there was a 2 inch bald spot in the carpet. That same day our claims representative, Diane M[redacted] spoke with [redacted] regarding the situation and he stated he would take photos of the carpet and send them to us so we could open a claim for the customer with the manufacturer and forward the pictures to them. we received the photos from the customer and forwarded them to Mohawk Industries on October 30, 2015. On November 2, 2015 Mohawk agreed to a replacement without having the customer having to go through the inspection process.  Notified customer of the replacement authorization from the mill that same day. The replacment carpet was ordered on and was installed on November. (Customer again signed work ticket that product and installation were satisfactory. (Copy attached).On January 2, 2016 sent SMART Carpet an email stating that her vinyl floor was scratched and was very unhappy. On January 4th,our claims representative called and left a message for customer to call us regarding the matter.  At this time we have no record of the customer contacting us again despite the claim of 11 attempts to reach us via email.  In the Revdex.com complaint the customer complains of glue stains and lifting on the vinyl floor. If that is the case we're not sure why the customer signed off on the installation and then waited 8 months to complain about this. If the customer likes we can schedule an inspection of the vinyl flooring by an independent inspector to determine the nature of the damage to the floor. As far as the carpet goes...some the carpet has already been replaced by the manufacturer and the warranty supplied by the manufacturer is only for a one time replacement.  If the carpet is not performing in areas other than where it was already replaced, we would once again be happy to file a claim on the customer's behalf.  When the customer did, in fact contact us,  we responded quickly and got a claim approved for the replacement of carpet.   In every purchase made by these customers they signed a flooring or carpet installation preparation form that clearly states that the products are warrantied by the respective manufacturers of that product .(Copies attached)  We have already successfully filed one claim for this customer and are willing to have inspections performed on the remainder of the flooring to see if the manufacturers will warrant a replacement.

The resolution of this matter was discussed in good faith and agreed to by the customer.  We ordered replacement materials based on discussions with her which we can no longer return to the manufacturer. We made NUMEROUS attempts to set up installation with the customer starting in November.  At this point in time it is not possible to simply cancel everything and refund the customer.  We stand by our offer to replace the floor & carpet on the stairs and repair the carpet in the bedroom AS WE MUTUALLY AGREED to.

[A default letter is provided here which indicates your acceptance of the business's...

response.  If you wish, you may update it before sending it.]
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]

There  was some confusion here as to who the customer was. The customer is in our records as [redacted] so now that the complaint is in that name and the have been able to verify the customer we can now respond to thecomplaint. (Response attached) Paul H[redacted]