First Choice Carpet & Flooring

Revdex.com: 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 The rambling response from [redacted] is pretty much a repeat of the multiple conversations I have had with him for almost one year There was always some kind of "emergency" that he used as an excuse for not returning emails or phone calls and he was not responsible for anything.There are a few things we do agree on.First, The carpet [redacted] sold me is defectiveAn indpendent rep from the carpet company did come to the home, inspect the carpet and determine it was defective If need be, the inspector can come back to my home and verify that this same defective carpet is installed in other areas in my home upstairsGetting to the point where the inspector came to my home took months; [redacted] continued to insist that there was nothing wrong with the carpet at all The pictures I have submitted to the Revdex.com, the State Board of Contractors and posted on ***, clearly show that the pieces used are different shades of the same color and were installed both downstairs and upstairs.Second, The best outcome for all parties is to go forward Since, the carpet is defective, it needs to be replaced It does not make sense to continue any type of scenario where communication and cooperation is required between First Choice and myself and I do not want [redacted] in my home againI will hire a new company to perform the work It has been almost one year of misery with [redacted] and I will not lose more time from my job or jeapordize my health with further dealings with him In written communication, he threatended to sue me for posting my experience on *** I did tell him in writing to not contact me anymore or I would seek protection from him; that all communication should go thru the Revdex.com, the State Board of Contractors or his insurance company.The California State Board of Contractors has opened an investigation and has assigned an investigator to the caseAnother issue they will be addressing is the fact that the carpet installer provided by [redacted] charged me additional monies that were not stated and agreed to in the contract that was signed by me which is a clear violationIn his letter to the Contractors Board he communicated that the "seam along the new carpet and her old carpet shows because the new carpet is not the same quality" This is not based on any facts [redacted] removed all of the old carpet The difference that is clearly seen is the two pieces that he sold and installed In addition, I have been provided with his Bond Number and have filed a complaint against his bond$1,does not "make me whole" I signed a contract, paid First Choice Carpet and Flooring almost $5,for new carpet for my home and the entire carpeting needs to be replaced which cannot be done with $1, Regards, [redacted] ***

To: Ms***From: First choice carpet & FlooringRe: Ms [redacted] Dear Ms***Per our conversation I am replying to your letter of October 05, Which I just received it in the mail todayOnce I received the complaint form Ms [redacted] I contacted [redacted] The maker of her carpet to set up a claim and they sent an independent Inspector to check the carpetIt was determined that the carpet Downstairs was defective and they offered to replace the carpetI Related the information to Ms [redacted] and awaited for an answerIt was A couple of months ago when she finally respondedI offered to go And take a look at the carpet and measure for the replacement of the Carpet since we were only replacing that room and I wanted to make sure She is informed of the location of the seam and how and when we were Going to do thatIt was at that time that she said “I wish they would pay Me for this portion of the job and I will tear up and replace the rest of the Carpet myself”Not knowing what the criteria of [redacted] is I told her that I will try but did not make any promise to herBy the time I got to the office She had already sent me an e mail and requesting it againI called my Rep, Mr [redacted] asking him To talk to his boss and see if They would Make an exception and pay for that portion which is just about 30% of the entire job amounting to $ 1,Keep in mind the policy of the Mill is to replace the carpet if it is defective and not have that on the floor, After all it is their name and reputation and also they don’t want people getingt the money and don’t do anything about the carpet Because of the Tense situation we were having they agreed and authorized me to give her The money which I did related it to Ms***, thinking that this matter will Finally come to an end but shockingly enough and contrary to her previous Request she decided to ask for $ 5,which is what she paid for the entire WorkObviously this was not accepted by the mill and they rejected her DemandThat is when she started to call the mill and repeating her demand To no availMs [redacted] decided to post a long review for me on [redacted] which Shocked me after all I did for her going to bat and asking for favors to help Her causeLet me say this Ms***I have been in business for the past years, the last sixteen years under First choice carpet and flooring in Laguna Niguel, same locationPlease check Your records and see if there has ever been anything derogatory about me or My company prior to this? To my knowledge noneI have over [redacted] (5)star Review on [redacted] and received the super service award from [redacted] listI have A book of testimonial letters with over letters prior to the age of internetI take pride for what I do and have the same installer for the past fifteen years Or moreI have never asked for any money down until the job is completed Contrary to most contractors who require 10%or $ 1,down as deposit before Starting the jobI have been in the same location since the year 2,000, never Been sued and had to take only one customer to court for non payment which The court ordered her to pay so I have a very clean record,, please check it outI am here days a week working 10-hours a day to do the best I can to please Everybody and obviously have done a good job, but as they say I can not keep the Entire planet happy and Ms [redacted] is my only unhappy customer despite all the Effort I put to make sure she is taken care of and this is what I got at the endThe only bad review I have on [redacted] is from her when she posted some negative Remakes a couple of years ago when I was late for my appointment for Minutes and had no way of reaching her since my wife had to take my son to The doctor on an emergency and I could not get her number from the office to let Her know that I was running late which by the way I called her and apologized to Her laterIronically enough she came to me six months or so later and asked me if I would install carpet for her rental in Aliso Viejo because I came highly Recommended by her agentI had mixed emotion after our first experience but To prove myself to her I took the job and she was happy and paid me at the endThen she came for her own house and we did the work, again no deposit and She paid us at the endI am utterly disappointed merely because people have a tendency to get on the Internet and post whatever they like not realizing that can hurt people’s businessI have had a couple of people who called me recently regarding her derogatory remarks Wanting to make sure we are capable of doing the work and that has been Very painful to swallow since all I did was trying to help her to get her carpet Replaced or get her the moneyI have already consulted with my attorney and Will pursue legal action against her if she hurts my business in any shape or form And that is why I am sending a copy of this letter to her to make her aware of ItMy name and reputation speak for itself and I will defend that with every power That I have legally if anyone wants to tarnish thatLet me also mention that Ms [redacted] is a regular ***er and I was told she has quite a few negative remarks Regarding other business as well so I am not the only oneAfter all one bad Review out of over thousand customers is not a bad record & I am proud of itMs***, I Hope this letter explains my side clearly and as I said in almost Years I have been in Laguna Niguel, have you ever received any complaint about My company or myself? Please let me know if you need anything elseThanks for Your attention regarding this matterRespectfully [redacted]

Ms***Thank you for talking to me last week and forwarding the e mail to me again since I did not get it otherwise I would have responded to it like I did upon the first letter I apologize for the delay responding to you, I threw my back out last week and had to stay at home since I was not able to walk & taking lots of pain killers As I explained in my first letter, I can only go with the report of the independent inspector who said the carpet was defective only downstairs and manufacturer agreed to change itupon her request they went one step further and offered to refund the money for that portion of the job that was just about 1/of the entire work and offered her $ 1,Keep in mind it is customary that they try to fix the problem first or replace it before offering a refund but because of my persistence and asking for a favor because of my relationship with Royalty carpet mill they accepted to refund her the money and put this nightmare behind specially since she had started to call the Mill and complain scream at everyone staring with my Rep Mr [redacted] whom you can call and hear his side @714/553- The reason why I went back to her house to measure the room again is not because the room size had changedI went to show her that I was going to even order more carpet for that room to change the location of the seam and put it close to the wall so it would not bother herWhen I told her would you please come to the Family room so I could show her what I was planning to do (she was sitting in the kitchen counter) she seemed very agitated and that is when she told me and and I quote" I would rip out the rest of the carpet upstairs and pay for it myself to change the entire house if they pay the money for downstairs"Once I got to the office she had already sent me an e mail requesting the refund I related that to my rep, Mr [redacted] and had him to go to bat for usAgain you can call him and verify the conversation and everything else you like to ask himOnce I told her that I can get her the money, she demanded she wants the entire purchase price be refunded to her which obviously was not acceptable by Royalty since they could only go by independent inspection reportLet me also add that Ms [redacted] wrote a negative review on [redacted] couple of years ago when I was late for minutes to my appointment with her when I could not contact her and let her know I was running late (My wife was at the doctor with my son and I could not reach her to get the phone number)She did not open the door and when I called her to apologize for the inconvenient and asking her to reschedule she said and I quote again"why should I give my business to someone who is late for his appointment" .She said that she is not interested to give a second changeFew months later she showed up at my office and told me who she was .Frankly I was shocked after my first experience why she came to see me and when I asked she said her realtor recommended us and asked her to talk to me and told her about the quality of the work we do since he had sent his clients to us and they all have positive feedback to report.In good faith and to prove her the quality of the work we do I decided to do the work for her at her rentalShe was happy with the work and paid us at the endI have never asked any of my customers for a deposit upfront requesting to pay upon completion hopefully when they are happy with the work just to show good faith again and did the same thing with Ms [redacted] and she paid me both times Aside from the fact that the family room carpet was defective and it could be changed, I honestly believe it is the carpet that she does not like overall otherwise why should she tell me that if she gets the money for downstairs she would replace the entire carpet on her part and pay for it as indicated aboveI only made a suggestion to her regarding her selection based on the information she gave me and her budget after I measured to find out how much carpet she needs but at no point I forced her to choose what she selectedIronically this is the carpet that I sell the most and have never had any issues with that, you can verify that with [redacted] if you like, but unfortunately this was the first time that a portion of this carpet was defective and that could happen with any carpet or any manufacturer obviously I have done everything in my power to resolve this issue but in her last e mail once I responded to your first letter she e mailed me immediately and warned me to stop harassing her or she will seek an order of protection to keep me away when I simply indicated that if her negative comments start hurting my business I will seek legal counsel and took it as harassment and posted a negative review on *** indicating since she is not happy I am threatening to sue herThere is nothing that I can do or willing to do for her at this time but again in good faith I will extend the offer of $1, to her if she is willing to close this case Thank you for your attention regarding this matter and please let me know if you need anything else that I can help you with Respectfully [redacted] /Owner

I have nothing further to add It was determined that the carpet downstairs was defective and they offered to replace it and later with my request to help her agreed to pay for that portion This is based on the inspection report , if she feels the rest of the carpet is defective also, then she needs to hire a certified inspector and get a new report, until then it stands She has caused a lot of problem & head ace for me and despite over 60+ positive reviews, I get calls asking me about the only one derogatory remark I have which is from her If this continue to hurt my business of course I have every right to seek legal action against her and leave it in the hands of the judgeThat is what I indicated in my last e mail and she immediately posted that on [redacted] that I am threatening to sue her because she is not a happy customerMy name and reputation is very important to meI have been in the same location for the past years and have a very clean record and to the best of my knowledge no complaint with Revdex.comNo Complaint with CSLB and when I talked to the lady who called me from CSLB and I explained the whole situation, she fully understood and took notes I will go to court along with Royalty and plea our case before the judge if I have to and Because of all the troubles she has made for me I will take the offer of $ 1,from the table if she does not agree to that by November 30, Respectfully, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.There is very little in the response from *** that deals with my complaint He spends most of his time talking about how good his business is and how much people like him This is pretty much the same type of conversation I had over and over and over again with him since the carpet was installed I told him several times, "I don't really care about how much other people like him, his carpet or his business The carpet he sold ME looks horrible."It is because of this poor communication and insistence on blaming me for the poor product he sold me that I came to the conclusion that there was no coming back from the damage that had been done and filed complaints with regulatory agencies I spent months calling, emailing and going into his store; each time to get pretty much the same type of time-wasting monologue about him and his business Each time I had to spend time with him, I had to lose time at my job In addition, I have MS and the stress from him made me experience more symptoms The last time he came into my home he again lectured me about how good is company was, blah blah blah..re-measured which was more of my time wasted for me since he had already measured the area when he did the estimate The dimensions of the floor don't change; I believe it is just one more atttempt to stall and try and blame someone else He then said that he could not guarantee that the replacement would look any betterAt that point it became clear that replacing the carpet would not solve the problem *** NEVER even agreed that there WAS a problem downstairs; I never even got an opportunity to tell him about the upstairs Howevever, it is the same defective carpet, just in additional locations The photos clearly show it is defective upstairs just as it is defective downstairs; and was verified that it was defective by the Independent Rep sent to my home, which I had to take hours off of workAt one time, replacement MIGHT have been an option However, the amount of time and the continued insistence that he and/or *** are doing me some sort of favor by taking out the defective carpet is representative of poor integrity and business practices and as *** told me he can't guarantee the new one will be better I do not want to have anything to do with him or *** ***; I will buy the replacement carpet from someone else It has been almost ONE YEAR of fighting to get the right product, plus a compalint to the Revdex.com, plus a negative review on ***, plus a complaint filed with the Attorney General, plus a complaint filed with the state Contractors Board.*** is welcome to remove the carpet and re-use itAs *** states in his reponse to the complaint, "It is defective" There is no question about that The Independent Rep said it; the photos show it, and *** ackowledges it in his written response.*** sent me a copy of the letter, in it is a threat to take legal action for my review on *** So, not only does this business provide defective carpet for a lot of money, the owner threatens the customer for writing about their experience with the defective product and business owner who sold it to them.
Regards,
*** ***

Revdex.com:
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.
The rambling response from [redacted] is pretty much a repeat of the multiple conversations I have had with him for almost one year.  There was always some kind of "emergency" that he used as an excuse for not returning emails or phone calls and he was not responsible for anything.There are a few things we do agree on.First,  The carpet [redacted] sold me is defective. An indpendent rep from the carpet company did come to the home, inspect the carpet and determine it was defective.  If need be, the inspector can come back to my home and verify that this same defective carpet is installed in other areas in my home upstairs. . Getting to the point where the inspector came to my home took months; [redacted] continued to insist that there was nothing wrong with the carpet at all.  The pictures I have submitted to the Revdex.com, the State Board of Contractors and posted on [redacted], clearly show that the pieces used are 2 different shades of the same color and were installed both downstairs and upstairs.Second,  The best outcome for all parties is to go forward.  Since, the carpet is defective, it needs to be replaced.  It does not make sense to continue any type of scenario where communication and cooperation is required between First Choice and myself and I do not want [redacted] in my home again. I will hire a new company to perform the work.  It has been almost one year of misery with [redacted] and I will not lose more time from my job or jeapordize my health with further dealings with him.  In written communication, he threatended to sue me for posting my experience on [redacted].  I did tell him in writing to not contact me anymore or I would seek protection from him; that all communication should go thru the Revdex.com, the State Board of Contractors or his insurance company.The California State Board of Contractors has opened an investigation and has assigned an investigator to the case. Another issue they will be addressing is the fact that the carpet installer provided by [redacted] charged me additional monies that were not stated and agreed to in the contract that was signed by me which is a clear violation. In his letter to the Contractors Board he communicated that the "seam along the new carpet and her old carpet shows because the new carpet is not the same quality"  This is not based on any facts.  [redacted] removed all of the old carpet.  The difference that is clearly seen is the two pieces that he sold and installed.  In addition, I have been provided with his Bond Number and have filed a complaint against his bond. $1,500 does not "make me whole".   I signed a contract, paid First Choice Carpet and Flooring almost $5,000 for new carpet for my home and the entire carpeting needs to be replaced which cannot be done with $1,500.
Regards,
[redacted]

I have nothing further to add . It was determined that the carpet downstairs was defective and they offered to replace it and later with my request to help her agreed to pay for that portion . This is based on the inspection report , if she feels the rest of the carpet is defective also, then she needs to hire a certified inspector and  get a new report, until then it  stands.  She has caused a lot of problem & head ace  for me and despite over 60+ positive reviews, I get calls asking me        about the only one  derogatory remark  I have which is  from her.  If this continue to hurt my business of course I have         every right to seek legal action against her and leave it in the hands of the judge. That is what I indicated in my         last e mail and she immediately posted that on [redacted] that I am threatening to sue her because she is not a happy         customer. My name and reputation is very important to me. I have been in the same location for the past 16          years and have a very clean record and to  the best of my knowledge no complaint with Revdex.com. No Complaint with          CSLB and  when I talked to the lady who called me  from CSLB and  I explained the whole situation, she fully           understood and took notes.  I will go to court along with Royalty and plea our  case before the judge if I have to            and Because of all the troubles she has made for me I will take the offer of $ 1,500 from the table if she does not          agree to that by November 30, 2016.             Respectfully,            [redacted]

Ms. [redacted]. Thank you for talking to me last week and forwarding the e mail to me again since I did not get it otherwise I would have responded to it like I did upon the first letter.
                  I apologize for the delay responding to you, I threw my back out last week and had to stay at home since I was not able to walk & taking lots of pain killers.
                  As I explained in my first letter, I can only go with the report of the independent inspector who said the carpet was defective only downstairs and manufacturer
                  agreed to change it. upon her request  they went one step further and offered to refund the money for that portion of the job that was just about 1/3 of the entire
                  work and offered her $ 1,500. Keep in mind it is customary that they try to fix the problem first or replace it before offering a refund but because of my persistence
                 and asking for a favor because of my relationship with Royalty carpet mill they accepted to refund her the money and put this nightmare behind specially since
                 she had started to call the Mill and  complain  scream at everyone staring with my Rep Mr. [redacted] whom you can call and hear his side @714/553-6921.
                  The reason why I went back to her house to measure the room again is not because the room size had changed. I went to show her that I was going to even order
                 more carpet for that room to change the location of the seam and put it close to the wall so it would not bother her. When I told her would you please come to the
                 Family room so I could show her what I was planning to do (she was sitting in the kitchen counter)  she seemed very agitated and that is when she told me and
                  and I quote" I would rip out the rest of the carpet upstairs and pay for it  myself  to change the entire house if they pay the money for downstairs". Once I got to the office
                  she had already sent me an  e mail requesting the refund . I related that to my rep, Mr. [redacted] and had him to go to bat for us. Again you can call him and verify
                  the conversation and everything else you like to ask him. Once I told her that I can get her the money, she demanded she wants the entire purchase price be refunded
                 to her which obviously was not acceptable by Royalty since they could only go by independent inspection report. Let me also add that Ms. [redacted] wrote a negative
                  review on [redacted] couple of years ago when I was late for 15 minutes to my appointment with her when I could not contact her and let her know I was running late
                 (My wife was at the doctor with my son and I could not reach her to get the phone number). She did not open the door and when I called her to apologize for the
                  inconvenient and asking her to reschedule she said and I quote again"why should I give my business to someone who is late for his appointment" .She said that she is
                  not interested to give a second change. Few months later she showed up at my office and told me who she was .Frankly I was shocked after my first experience
                   why she came to see me and when I asked she said her realtor recommended us and asked her to talk to me and told her about the quality of the work we do since
                   he had sent his clients to us and they all have positive feedback to report.In good faith and  to prove her the quality of the work we do I decided to do the work for
                    her at her rental. She was happy with the work and paid us at the end. I have never asked any of my customers for a deposit upfront requesting to pay upon completion
                     hopefully when they are happy with the work just to show good faith again and did the same thing with Ms. [redacted] and she paid me both times. 
                    Aside from the fact that the family room carpet was defective and it could be changed, I honestly believe it is the carpet that she does not like overall otherwise
                    why should she tell me that if she gets the money for downstairs she would replace the entire carpet on her part and pay for it as indicated above. I only made a
                    suggestion to her regarding her selection based on the information she gave me and her budget after I measured to find out how much carpet she needs but at no
                   point I forced her to choose what she selected. Ironically this is the carpet that I sell the most and have never had any issues with that, you can verify that with
                     [redacted] if  you like, but unfortunately this was the first time that a portion of this carpet was defective  and that could happen with any carpet or any
                    manufacturer obviously. 
                    I have done everything in my power to resolve this issue but in her last e mail once I responded to your first letter she e mailed me immediately and warned me
                    to stop harassing her or she will  seek an order of protection to keep me away when I simply indicated that if her negative comments start hurting my business
                     I will seek legal counsel and took it as harassment and posted a negative review on [redacted] indicating since she is not happy I am threatening to sue her. There is
                     nothing that I can do or willing to do for her at this time but again in good faith I will extend the offer of  $1,500  to her if she is willing to close this case.
                     Thank you for your attention regarding this matter and please let me know if you need anything else that I can help you with. 
                     Respectfully
 
                     [redacted]/Owner

To: Ms. [redacted]From: First choice carpet & Flooring. Re: Ms. [redacted] Dear Ms. [redacted]. Per our conversation I am replying to your letter of October 05, 2016 Which I just received it in the mail today. Once I received the complaint form Ms. [redacted] I contacted [redacted] The maker of her carpet...

to set up a claim and they sent an independent Inspector to check the carpet. It was determined that the carpet Downstairs was defective and they offered to replace the carpet. I Related the information to Ms. [redacted] and awaited for an answer. It was A couple of months ago when she finally responded. I offered to go And take a look at the carpet and measure for the replacement of the Carpet since we were only replacing that room and I wanted to make sure She is informed of the location of the seam and how and when we were Going to do that. It was at that time that she said “I wish they would pay Me for this portion of the job and I will tear up and replace the rest of the Carpet myself”. Not knowing what the criteria of [redacted] is I told her that I will try but did not make any promise to her. By the time I got to the office She had already sent me an e mail and requesting it again. . I called my Rep, Mr. [redacted] asking him To talk to his boss and see if They would Make an exception and pay for that portion which is just about 30% of the entire job amounting to $ 1,500. Keep in mind the policy of the Mill is to replace the carpet if it is defective and not have that on the floor, After all it is their name and reputation and also they don’t want people getingt the money and don’t do anything about the carpet . Because of the Tense situation we were having they agreed and authorized me to give her The money which I did related it to Ms. [redacted], thinking that this matter will Finally come to an end but shockingly enough and contrary to her previous Request she decided to ask for $ 5,000 which is what she paid for the entire Work. Obviously this was not accepted by the mill and they rejected her Demand. That is when she started to call the mill and repeating her demand To no avail. Ms. [redacted] decided to post a long review for me on [redacted] which Shocked me after all I did for her going to bat and asking for favors to help Her cause. Let me say this Ms. [redacted]. I have been in business for the past 23 years, the last sixteen years under First choice carpet and flooring in Laguna Niguel, same location. Please check Your records and see if there has ever been anything derogatory about me or My company prior to this? To my knowledge none. I have over 60 [redacted] (5)star Review on [redacted] and received the super service award from [redacted] list. I have A book of testimonial letters with over 100 letters prior to the age of internet. I take pride for what I do and have the same installer for the past fifteen years Or more. I have never asked for any money down until the job is completed Contrary to most contractors who require 10%or $ 1,000 down as deposit before Starting the job. I have been in the same location since the year 2,000, never Been sued and had to take only one customer to court for non payment which The court ordered her to pay so I have a very clean record,, please check it out. I am here 6 days a week working 10-12 hours a day to do the best I can to please Everybody and obviously have done a good job, but as they say I can not keep the Entire planet happy and Ms. [redacted] is my only unhappy customer despite all the Effort I put to make sure she is taken care of and this is what I got at the end. The only bad review I have on [redacted] is from her when she posted some negative Remakes a couple of years ago when I was late for my appointment for 15 Minutes and had no way of reaching her since my wife had to take my son to The doctor on an emergency and I could not get her number from the office to let Her know that I was running late which by the way I called her and apologized to   Her later. Ironically enough she came to me six months or so later and asked me if I would install carpet for her rental in Aliso Viejo because I came highly Recommended by her agent. I had mixed emotion after our first experience but To prove myself to her I took the job and she was happy and paid me at the end. Then she came for her own house and we did the work, again no deposit and She paid us at the end. I am utterly disappointed merely because people have a tendency to get on the Internet and post whatever they like not realizing that can hurt people’s business. I have had a couple of people who called me recently regarding her derogatory remarks Wanting to make sure we are capable of doing the work and that has been  Very painful to swallow since all I did was trying to help her to get her carpet Replaced or get her the money. I have already consulted with my attorney and Will pursue legal action against her if she hurts my business in any shape or form And that is why I am sending a copy of this letter to her to make her aware of It. My name and reputation speak for itself and I will defend that with every power   That I have legally if anyone wants to tarnish that. Let me also mention that Ms. [redacted] is a regular [redacted]er and I was told she has quite a few negative remarks Regarding other business as well so I am not the only one. After all one bad Review out of over thousand customers is not a bad record & I am proud of it. Ms. [redacted], I Hope this letter explains my side clearly and as I said in almost 17 Years I have been in Laguna Niguel, have you ever received any complaint about My company or myself? Please let me know if you need anything else. Thanks for Your attention regarding this matter. Respectfully [redacted]