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Elegant Carpet Center, Inc.

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Reviews Elegant Carpet Center, Inc.

Elegant Carpet Center, Inc. Reviews (2)

Initial Business Response /* (1000, 10, 2017/09/11) */
We had completed this clients bathroom projects back in June of this year and he was extremely satisfied with the work we completed. just a day or two before completion of the work, the client had left for his out of town work without...

communicating with us about how the final payment would be made. So we talked with his girlfriend who was staying at the house who paid a portion of the balance owing with a cheque but told us that her partner (the person making the complaint) would be paying the rest. So I called and left the client a message asking him to touch base about paying ( as our policy is quite clear that we collect payment upon completion of the work). he did attempt to make a few payments via Email transfer but there was a challenge processing these as the password he provided was unclear. so I had to request he do this again. so we did receive some of this at that time after going back and forth with passwords and such. But several thousand dollars remained owing. I tried calling and sending text messages to the client, as I assumed when he got back in a few weeks he would look after it. I still did not hear back so I periodically would leave him a message asking him to touch base. But by mid August I still had not heard anything back from him after leaving several more voice mails and texts asking him to call me... so I decided the easiest thing would be to bill his Credit card that he used for paying the deposit even though this would cost me 2% more.... but apparently he got upset with this as he then called that night when he saw the billing on his Credit card. he was very upset that I charged his card... so I apologized for the misunderstanding but asked why he had not returned my calls and that he owed several thousand dollars on this from a few months back. I believe the client had every intention of paying this as he is very nice client but I am guessing he got busy and where he works out of town a lot. I did not charge the 2% permonth that it says on our invoice we charge for late payments and we also gave him a discount for the extra cost he said he had to pay to send a few extra email transfers due to the password confusion , and I simply asked if he could pay the balance which he promptly did by Email transfer the following week. And, I did immediately credit his credit card that same day for the amount I charged and he did pay the final balance that next week. It is unfortunate he did not return our calls back in early July to get this all resolved when we completed his work and I think we were very patient waiting several months to get paid and not charging extra for this.

Initial Business Response /* (1000, 8, 2016/04/13) */
Contact Name and Title: [redacted]
Contact Phone:[redacted]
Contact Email: [redacted]
[redacted]
We received the consumer complaint from [redacted] at [redacted]
We are sincerely...

sorry for what has happened and I think we understand[redacted] concerns and why she is upset.
I met with her on a couple occasions to listen to her concerns and I have sent her an email as well.
We understand that she feels we are responsible for her backing her vehicle into the her old bathtub that was in her driveway laying beside our truck that caused the scratches on the passenger side of her car.
There are various ways to look at this which is why we suggested that we let the insurance companies decide who is responsible. We would obviously abide by their decision. I had offered to [redacted] that even if the insurance felt it was her responsibility, we would be willing to pay her deductible for her. So even if its determined that we are not responsible, I had offered to help cover her insurance deductible so that she would not incur any upfront costs.
I feel bad that this happened, and I strive to have customers have a good experience with us, so I obviously feel bad that [redacted] is upset. But , again, I thought by having the insurance determine responsibility, that they would resolve who is responsible.
My understanding is that she feels that I should just pay for everything without involving insurance.[redacted] However, to explain further, a different perspective of what occurred , I will offer our version of events ,and I can appreciate that [redacted] sees things differently.
Due to the inclement weather the day we were working, our installer [redacted], asked [redacted] if it would be ok to utilize a part of her garage to work in to cut some of the panels. This was about mid morning. Prior to this, [redacted] and our other installer [redacted], had spent a few hours doing the demolition on her bathroom by removing her old bathtub and several bags of garbage from her bathroom. It is our common practice to stack these things outside beside our truck and at the end of the day we take all this debris with us. [redacted] offered to back her car out of the garage for us when needed. So [redacted] went outside to back his truck out of the driveway. Then as he was walking back up to the driveway to move the debris and bathtub out of the way more, [redacted] was already backing out of the driveway. [redacted] yelled for her to stop and was waving his arms at her (which my other installer [redacted] heard from up in the bathroom) but she obviously did not hear [redacted] nor see [redacted] waving and kept backing out. She bumped up against the bathtub while backing out and scratched the passenger side of her car. Obviously [redacted] would not have told her to back out until he knew that the driveway was clear but she seems to think he told her to back out of the driveway before he moved things.
Again, I feel bad that this happened, but I feel its incumbent on the driver of a vehicle to look behind them before backing up. While I understand [redacted] feels she looked in the rearview mirrors, it is a drivers responsibility to check what is behind them. I can't imagine how the tub, [redacted] yelling and waving to her would not have been visible in her side view mirror... but even if it was not, I would think anyone backing up would first look behind them before getting in the car and then again looking behind while starting to back up. [redacted]
So while I feel bad that this happened and we were there doing work in her bathroom when this happened; I'm not sure its our " responsibility" to pay for all these costs on the vehicle scratch and rental car ,as in my opinion, the driver bears responsibility to look before backing up.
But, again, that is just my opinion and I feel that it would be best to let the Insurance companies decide responsibility, and if we are determined to be responsible, then our insurance and/ or myself will be paying all of this.
But, if its determined that [redacted] bears responsibility, I am still willing to pay her deductible just to try to relieve some of the stress of this from her as I do feel bad and know this kind of thing can be very stressful to deal with.
If [redacted] still does not want to let the insurance companies decide responsibility, I would still be willing to pay her an amount equal to her deductible ( up to $[redacted]). However, I realize she is asking for full payment of the vehicle repair (which was around $[redacted]) and rental vehicles on top of that.... therefore, to do this would require her and/or our insurance to get involved.
Sincerely,
[redacted]
Beautiful Baths Renovations
Initial Consumer Rebuttal /* (3000, 10, 2016/04/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The accounting of the events described by [redacted] is incorrect. The bathtub was not lying beside their company truck, it was placed along side my garage door opening along with other debris such as old studs and drywall. [redacted] did not yell and wave his arms telling me to stop because he was in the company truck driving towards the street while I was backing up the car. [redacted]d to suggest that the other installer [redacted] could hear him from a second floor bathroom on the back of the house with the radio (that they brought to the jobsite and had on while there were working) playing is a complete fabrication. To avoid a "he said she said" scenario here, the customer service manager, [redacted], met with my mother when she came to take pictures of the damage. When I stopped to examine my car [redacted] had exited the truck and came over to look at the damage. He stated" I didn't think you were going to move your car right now". My mother again was a witness to the fact that he told me he was ready for me to move my car. One would expect that the debris would have been taken care of before this request.
[redacted]
Final Business Response /* (4000, 14, 2016/04/29) */
In response to Revdex.com Case[redacted]
April 28th, 2016
We are genuinely sorry to have [redacted] unhappy and disappointed because she loved her new bathroom remodel.
I don't think I will offer another explanation as we have already explained how we interpret the events in our previous response ; We understand [redacted] views things differently. [redacted]
I have stated before and in person to [redacted] , why not let the Insurance companies determine responsibility as that way it's not up to me or [redacted] to interpret the events.
This is why we all have Insurance.
I thought she was agreeable to this when we met in person to discuss things and I supplied her with our insurance information that she requested so I don't know why she does not want to do this now as the insurance will work all this out.
She has not answered that question in her letters.
And, over and above this, I have cooperated fully, responded when asked , met with [redacted] and made what I had hoped would have been viewed as a very sincere offer to pay her up to $[redacted] to cover her deductible even if the insurance determines she is responsible... so I am at a loss as to why she does not want to proceed with this as we had discussed initially?
But, if she still for some reason does not want to let the insurance companies handle this, then we could pay her the $[redacted] directly if that will give her resolution to this.
Sincerely,
[redacted]
Beautiful Baths
Final Consumer Response /* (2000, 16, 2016/04/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I would be pleased to accept the $[redacted] paid directly to me, as I have already had the car repaired. This is at least a partial payment for the damage. I would just like to put this whole ordeal behind me.

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