Five Star Carpet & Rug Inc

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
I am offended by the lies stated in the response and no longer can I trust 5 Star Carpet. 
 
I have no idea how long H[redacted]
has been in business, and I don’t see how his time in this industry has anything to do with my compliant. I do
not understand why H[redacted] is now mentioning a contract. “You have always
carried yourself with integrity towards the industry”; as a consumer, I
disagree.  H[redacted] personally stated that
your work was guaranteed for the life of the carpet.  Why would he agree to honor his work if the
contract states otherwise? I don’t agree with H[redacted]’s interpretation of my
mood, “Mr. [redacted] was very happy”. Did I say I was happy? I was not. I was actually
tired of dealing with all of the deception.  I called more than twice the day that H[redacted]
looked at the carpet and he never picked up. I assumed he would not show. And
you finally, he shows up over 1-½ hours later.
  
“Mr. [redacted] demanded that all rooms be stretched”. I don’t
understand first what H[redacted] means be “demanded”. Secondly, why would I ask him
to stretch only part of the loose carpet? That does not make sense. Upon
looking at the carpet, H[redacted] suggested that I wait to have the carpet
stretched due to the sunlight coming through the window because this would
loosing the carpet back up. This also doesn’t even make sense. I stated that I
would like it done now. And the agreement was to stretch all of the carpet that
was loose. Never has there been a conversation between H[redacted] and me about a
service charge.
  
As I stated previously, the installer shows up at my
property unprepared to do the work that H[redacted] states in his rebuttal. He
stated that he could not do a bedroom because he was alone and it was too much
work to do. He stated, that someone other than H[redacted] told him, that he was to
do a hallway only. This is contradictory to what H[redacted] is stating in the
rebuttal, “installer responded… stretch one bed roon, hallway [sic]”. I have
always seen the installers work in pairs. Why would you send only one this day?
As the installer was there, I stated that I had never heard of the person that
he was referring to that provided instruction to him and that H[redacted] is the one
that came to my house and owns the company, so I don’t understand why installer
would mention someone other than H[redacted] telling him what was to be done.
 
It is very disappointing that H[redacted] would say such disparaging things about my character after I have been more than patient and understanding with the shoddy work to be re-done and his avoidance of the issue. I was frustrated with the installer, but never disrespected him. It would be futile and mean to take out my frustration on the installer when he did not sell or had any obligation to me in this matter. Though, I am surprised that with the language barrier during the interaction with him that he noted that I used profanity and humiliated him. If I had cursed at H[redacted]’s installer, why wasn’t there a
phone call to me to address it? It seems to me just another way to get out of honoring
the shoddy work.
 
And finally I will address the statement by H[redacted] that I
threaten him. This is a serious
accusation and I do not take it lightly. Mr. H[redacted] seems comfortable making
negative blanket statements about my character. To say that I threaten him and
not say how is amusing. H[redacted] stated that I used profanity at his installer, but
do not give any details on how I threaten him. I dress professionally; I speak
professionally, and carry myself in such a manner. For the life of me, I cannot
understand why you would suggest that I threaten you. As frustrated as this
entire ordeal has been, I have not in anyway spoken to you H[redacted] in a hostile manner.
I can only think of one reason that H[redacted] would say such a thing, but it would
be hard to prove.
 
After all of this, I do not trust H[redacted] and do not want him
or his associates in my home. I would like another form of settlement, a refund
for the work or an amount to have the work done right.
Regards,
[redacted]

Responding to your letter dated july 10 2015, We did contact Mr [redacted] to set up appointment to re stretch whose house, carpet do to heavy traffic, as our contract states, and Mr [redacted] signed agreed. 1 year warranty on installation of carpet, Mr [redacted] came to us 4 years later, Mr H[redacted] the owner met with Mr [redacted], to address problem, they both agreed to stretch one bed room, the day installer arrived for appointment, Mr [redacted] changer the work order service call to whole house.And was very Angry rude using profanity toward the installer, on July 16 2015 FIVESTARCRPETANDRUGS, called and set up appointment with Mr [redacted] to restretch whole house,Mr [redacted] called the office changing the appointment 3 times, we finally were able to set Tuesday at 10am, installer came and stretched the whole house, Mr [redacted] did not bring up any disagreement , today is Thursday july 15, have called Mr [redacted] to see how he liked the work he has not responded back to our calls, 4 messages were left,The issue is not the quality of the carpet, there are manufacture warrantys, the problem came do to stretching of carpet, we feel as a company we have addressed this issue, thank you please call me at ###-###-#### Don S[redacted] Manager handling this case.

I would like to...

respond to the complaint of Mr [redacted], Mr [redacted] contacted Five star carpet and rugs two years after installation Mr H[redacted] has been in business over 25 years,and has always carried integrity towards his industy. The contract reads terms and conditions of contract, All installations guarantied one year after installation, Mr H[redacted] did meet with Mr [redacted] at Mr [redacted]s residence [redacted], Alexandria Va. Mr H[redacted] Honored his work and said he would streach one room and hallway, to address issue with Mr [redacted], Mr [redacted] was very happy . Mr H[redacted] set appointment to do work, Mr [redacted] demanded, all room be streached , this was not the agreement when Mr H[redacted] came to property - installer responded to client his instruction were to streach one bed roon hall way, Mr [redacted] used profanity anger and disrespected the installer, Installer left humiliated .Mr H[redacted] called mr [redacted] and said, there is a service call charge for the othere 2rooms that were not discussedin prior meeting, Mr [redacted] has made threats.Mr H[redacted] will call mr [redacted] ASAP to set up a new installer to streach all rooms, with no additional charge, thank you for your time in this matter, please call or respond to this issue.
H[redacted]
FiveStar Carpet and Flooring

Review: On January 24, 2014 I entered in to a contract with **. [redacted] the owner of Five Star Carpet & Rug to remodel my kitchen for the price of $9,409.62. I gave him $4,704.81 on that date and ultametly scheduled to start the project on March 17, 2014. The project was going to take 1 week to complete. Prior to that date, **. [redacted] came to my house to take measurements and he also sent his installer to take measurements of the cabinets, floor, and countertops. On March 17th when the cabinets were installed, I discovered that 4 of my large one unit cabinets had been replaced with 2 small units put together which eleminated a lot of space. I also discoverd several scratches and splits on the cabinets. I was told by the installer that the bottom of one unit was not was not in the packaging, and several of the shelves were not installed properly. The floor has a crack in it and the grout had already started to seperate. I immediately called **. [redacted] to explain these problems. **. [redacted] came to my house to inspect the damages several times and each time he promised to re-order my 4 large cabinets, fix the floor and the shelves. However, it is now May 27th and he has not returned any of my calls since he promised me on May 5th that the replacement cabinets would be here by the end of that week. I have left several messages and I have sent him letters. I have not been able to use my kitchen in months. **. [redacted] now has over $9,000 of his money (he told me to hold the remaining $404 until everything has been fixed), yet I still have not received my replacement cabinets and things still need to be done in my kitchen.Desired Settlement: I would like **. [redacted] to immediately replace the 4 large cabinets, fix the crack and the grout in the floor, fix all of the shelves with the proper holders, and reseal the granite top on one counter with clear sealant as promised.