Floor Designs Unlimited

Review: Carpet was install in 2009 and now has buckled up and wrinkled in every room in which it was installed and has been this way for quite awhile. A representative came to house in MARCH 2013 and admitted that it should not look like this and the install was not done correctly. He openly said that it was the worst install he had ever seen. He said because the carpet has a 10 year warranty an installer would call to schedule an appointment to restretch the carpet and if the carpet was not repairable it would be replaced. I waited 2 months for the installer to call and he never did. Went back down in June to speak to someone and they had the installer call and schedule a date and the installer called the day before the appointment to cancel and has never called to reschedule and it is now July. I called the company today and talked to [redacted] a representative and having told her my complaint she asked me to repeat it as she was unable to pay attention the first time. [redacted] then told me that [redacted] would be calling me back as he is out on appointment and is cannot be reached by cell phone. My carpet is in deplorable condition for the age of it and the company is refusing to honor what they said. The workmanship and customer service is horrible and they refuse to rectify the situation. The carpet has now become a trip hazard in my home because it was improperly installed.Desired Settlement: I want the company to stand behind their work and their word and try to repair the carpet and then if it is unable to be repaired I want them to replace it as the representative said they would because of the warranty.

Business

Response:

Unfortunately, The first time I was even made aware of our customer's complaint by the customer was through this venue. They could have called the store and asked for me directly or even could have sent an email through our website which comes directly to my desk. Our customer was contacted immediately by me as soon as I opened the Revdex.com email and an appointment was made to have her carpet restretched. I addressed this situation internally the next day and discovered there was some miscommunication between the customer, the salesperson, and the installer. As I write this response the customer situation has already been taken care of and the customer has communicated that they are satisfied and has signed a completed satisfaction form. The entire repair took less than 3 hours and it was repaired by the same Installer who installed the job almost 4 years ago. I have reservations about the so called "the worst install that he had ever seen" especially since it was our installation foreman speaking about our best installer on one of our own jobs. The bottom line is to keep good customer satisfaction and I feel that we have accomplished that.