Eic

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 Revdex.com 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]

[redacted] originally purchased carpet from SMART Carpet and Flooring on August 6, 2016.(Copy of invoice attached) The customer signed a 3 day waiver (copy attached) in order to expedite her order and get her carpet more quickly as she did not want to wait for the 3 day cancellation period....

Despite this, on August 15th the customer contacted us and indicated that she might want to switch to hard surface flooring instead. Our sales representative met with her on August 20th when she decided to purchase Solid Hickory hardwood flooring. (Copy of invoice attached)  As we had already received the carpet she originally ordered we incurred a re-stocking fee from the mill which we did not pass on to the customer.  Her hardwood flooring was installed on September 6th and signed off on by [redacted] (copy attached) noting that a smaller reducer was needed to finish her order. 4 days later on September 10th the customer contacted us and was upset that the quarter round molding ordered in her home was white. She stated that she wanted matching quarter round molding instead.  After discussions with our sales representative he acknowledged that the color of the molding was never discussed with the customer and he made an assumption to use white.  As we viewed this as our mistake we agreed to replace the white quarter round molding with the matching molding at no charge to the customer.  On September 13th the customer called us and said that she was upset about the molding mistake and wanted additional compensation for the "screw up."  [redacted] was contacted by our District Sales Manager and agreed to a refund of $160.50 which was processed on Friday 9/16. Our refund checks are run once a week on Wednesdays.  This means her check was cut on Wednesday 9/21 and was mailed on Thursday morning 9/22. On Friday 9/23 the customer called stating she had not received the check and felt she was entitled to more compensation.  She called back again on Monday 9/23 to state she still hadn't received her check and believed we were holding it and again reiterated her demand for more compensation despite agreeing to the previous settlement.  At this point we feel we have made numerous attempts to satisfy this customer to no avail.  We absorbed a re-stocking fee on the carpet she originally ordered despite her urgency at the time to order it a soon as possible. We took responsibility for the molding issue and and replaced the white molding with more expensive matching molding at no charge to the customer.  We negotiated a refund of $160.50 and processed it in a prompt manner despite the fact that the customer was not happy with the turn around time. She complained on Monday 9/26 that she hadn't received the check but our bank records (copy attached ) indicate the check was posted by the bank on 9/26. At this point we cannot do anything more for this customer.

Discussed situation with customer.  Have refunded customer in full for canceled job.  Customer expressed interest in getting hardwood flooring instead of laminate flooring as originally ordered as he now had no flooring as carpet was removed to install laminate as contracted for. ...

Customer came home after carpet was removed, expressed dissatisfaction with product he had selected and canceled order. Agreed to go to customer's home to show hardwood samples for customer to select from .  Gave the customer a heavily discounted rate on 2 different hardwood flooring options. Customer emailed with the following message.  "OK I will be in touch if and when I choose to decide ..thank you"