Floors N' More, Inc.

August 5, 2014
 
RE: Claim # [redacted] - [redacted]
Mrs. And Mr. [redacted] came into the store as past customers last August. Needing carpet for a house that they were indenting to sell right away and conveyed a budget. Carpet was installed on August 9th 2013;
customer then contacted us a...

year later and said that the carpet was not wearing correctly.
I then contacted the carpet manufacture, [redacted] to send out a reprehensive to inspect the carpet.  His findings were that the areas around Mr. [redacted]’s office desk appeared to be worn. He advised that a more
durable product should be used in that particular area. Mr. [redacted] submitted his findings to [redacted] at which time they concluded that the area in question had been abused.
Because my customer’s are important, I hired an independent inspector Mr. [redacted] to inspect the carpet at the [redacted]’s residence. He’s findings concurred with [redacted] original findings, see attached
report. 
After the inspection report was mailed to the [redacted]’s , I called them to go over the report and offer suggestions on how we could proceed. I would be more then happy to upgrade the [redacted]’s carpet to a more
suitable product for day to day living.
Regards,
[redacted]
Owner

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.
Bottom line all we were looking for was for [redacted]s to say "What can we do to make things right?"  He did not.  We paid a lot of money for a product that did not last.  We first alerted [redacted] that the carpet was horrible when it had been installed for 8 months - not a year.  Instead of taking [redacted]ers personally - which they were not, provide us with customer service. We had planned on purchasing new flooring throughout our next home from him and told him the same.  Apparently he did not want our business with the way we have been treated.  We do not abuse the carpet. We are two senior adults, no kids, no pets that live in our home, we do not wear shoes on the carpet either. 
All we wanted was customer service which is all he has to offer that is any different than any of his competitors.
Regards,
[redacted]

Dear Revdex.com

Floors n More Inc. would like to extend an invitation to Mr. and Mrs. [redacted] to visit us at our showroom.  Floors n More will absorb the cost of labor and be more then happy to allow the [redacted] to choose a upgraded carpet at cost.  We hope this compromise to meet in the middle will be acceptable, and resolve this issue once and for all.

Regards

Floors n More has replaced all the flooring in my home along with the remodel of the master bathroom. I have never been more satisfied with the outcome of such a large project. The employees floors n more has working for them are very professional & clean. The price was incredibly fare, as I compared them to the quotes I received from other flooring companies. [redacted], owner of Floors n More, is such a gentleman & was always available to answer any of my questions. I would absolutely recommend this company to all my family & friends! Many thanks to Floors n More, Inc. & [redacted]!

I wanted to thank Floors n More Inc. for the wonderful job they did on are flooring. My wife and I couldn't of been more pleased. Great job at a fare price.
regards [redacted]

Floors N More installed tile in and addition, and a laundry room, and they also replaced an insert shower with a tile shower. I am very pleased with the work that was done, the installer, and the attention to detail.

August 5, 2014

 

RE: Claim # [redacted] - [redacted]

Mrs. And Mr. [redacted] came into the store as past customers last August. Needing carpet for a house that they were indenting to sell right away and conveyed a budget. Carpet was installed on August 9th...

2013;

customer then contacted us a year later and said that the carpet was not wearing correctly.

I then contacted the carpet manufacture, [redacted] to send out a reprehensive to inspect the carpet.  His findings were that the areas around Mr. [redacted]’s office desk appeared to be worn. He advised that a more

durable product should be used in that particular area. Mr. [redacted] submitted his findings to [redacted] at which time they concluded that the area in question had been abused.

Because my customer’s are important, I hired an independent inspector Mr. [redacted] to inspect the carpet at the [redacted]’s residence. He’s findings concurred with [redacted] original findings, see attached

report. 

After the inspection report was mailed to the [redacted]’s , I called them to go over the report and offer suggestions on how we could proceed. I would be more then happy to upgrade the [redacted]’s carpet to a more

suitable product for day to day living.

Regards,

Owner

Dear Revdex.com

Floors n More Inc. would like to extend an invitation to Mr. and Mrs. [redacted] to visit us at our showroom.  Floors n More will absorb the cost of labor and be more then happy to allow the [redacted] to choose a upgraded carpet at cost.  We hope this compromise to meet in the middle will be acceptable, and resolve this issue once and for all.

Regards

Floors 'n more installed carpeting in my living room and bedroom. [redacted] took the time to find exactly what I was looking for. The installers were on time, friendly, and did a great job. Highly recommended.

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.

Bottom line all we were looking for was for [redacted]s to say "What can we do to make things right?"  He did not.  We paid a lot of money for a product that did not last.  We first alerted [redacted] that the carpet was horrible when it had been installed for 8 months - not a year.  Instead of taking [redacted]ers personally - which they were not, provide us with customer service. We had planned on purchasing new flooring throughout our next home from him and told him the same.  Apparently he did not want our business with the way we have been treated.  We do not abuse the carpet. We are two senior adults, no kids, no pets that live in our home, we do not wear shoes on the carpet either. 

All we wanted was customer service which is all he has to offer that is any different than any of his competitors.

Regards,

Floors 'n more installed carpeting in my living room and bedroom. [redacted] took the time to find exactly what I was looking for. The installers were on time, friendly, and did a great job. Highly recommended.

Review: [redacted] purchased from [redacted] at Floors 'n More, Inc. August 6, 2013 Installed August 9, 2014. Called [redacted] late April 2014 -8 months later to tell him carpet was wearing badly and we were unhappy with carpet. He contact [redacted] representative [redacted] and exchanged multiple telephone calls with [redacted] throughout April, May and June. Finally after promising to come out or have independent inspector come out, [redacted] came out on 6/9/14 to inspect carpet & took pictures, filed claim. Once again placed multiple calls to [redacted], left messages and finally he answered and said [redacted] denied claim and would have Independent Inspector come out. 7/3/14 telephone call from [redacted], Independent Inspector, came out early morning 7/4/14 and inspected carpet and wrote up report. 7/22/14 called [redacted] re decision of claim, told to call Floors 'n More. 7/22/14 telephone call to Floors 'n Moore, [redacted] not in, talked to another male salesman. Told report on claim mailed out, would have [redacted] call. 7/23/14 went in to store, [redacted] gone for day, told report mailed out. 7/24/14 [redacted] called us said report mailed and said claim denied, asked how to proceed, could spend money and hire independent inspector. [redacted] complaining it cost him nearly $300 for Independent Inspector, not worried about customer, but himself. Husband called [redacted] back to see what [redacted] was going to do about carpet - nothing, told [redacted] we had planned to purchase whole house of flooring in next house but now would let other potential customers know about poor customer service and product satisfaction, [redacted] upset about having to pay inspector, not taking care of customer. Carpet should last longer than 8 months without showing wear & tear. 2 adults no kids or pets. House for sale and prospective buyers and agents have made remarks it looks old and worn out - wasn't even 8 months old, paid $2440 for carpet for 4 rooms. Should have told us it would not wear well and not to buy it.Desired Settlement: Replace carpet or refund money paid for carpet.

Business

Response:

August 5, 2014

RE: Claim # [redacted] - [redacted]

Mrs. And Mr. [redacted] came into the store as past customers last August. Needing carpet for a house that they were indenting to sell right away and conveyed a budget. Carpet was installed on August 9th 2013;

customer then contacted us a year later and said that the carpet was not wearing correctly.

I then contacted the carpet manufacture, [redacted] to send out a reprehensive to inspect the carpet. His findings were that the areas around Mr. [redacted]’s office desk appeared to be worn. He advised that a more

durable product should be used in that particular area. Mr. [redacted] submitted his findings to [redacted] at which time they concluded that the area in question had been abused.

Because my customer’s are important, I hired an independent inspector Mr. [redacted] to inspect the carpet at the [redacted]’s residence. He’s findings concurred with [redacted] original findings, see attached

report.

After the inspection report was mailed to the [redacted]’s , I called them to go over the report and offer suggestions on how we could proceed. I would be more then happy to upgrade the [redacted]’s carpet to a more

suitable product for day to day living.

Regards,

Owner

Consumer

Response:

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.

Bottom line all we were looking for was for [redacted]s to say "What can we do to make things right?" He did not. We paid a lot of money for a product that did not last. We first alerted [redacted] that the carpet was horrible when it had been installed for 8 months - not a year. Instead of taking [redacted]ers personally - which they were not, provide us with customer service. We had planned on purchasing new flooring throughout our next home from him and told him the same. Apparently he did not want our business with the way we have been treated. We do not abuse the carpet. We are two senior adults, no kids, no pets that live in our home, we do not wear shoes on the carpet either.

All we wanted was customer service which is all he has to offer that is any different than any of his competitors.

Regards,

Business

Response:

Dear Revdex.com

Floors n More Inc. would like to extend an invitation to Mr. and Mrs. [redacted] to visit us at our showroom. Floors n More will absorb the cost of labor and be more then happy to allow the [redacted] to choose a upgraded carpet at cost. We hope this compromise to meet in the middle will be acceptable, and resolve this issue once and for all.

Regards

Floors n More has replaced all the flooring in my home along with the remodel of the master bathroom. I have never been more satisfied with the outcome of such a large project. The employees floors n more has working for them are very professional & clean. The price was incredibly fare, as I compared them to the quotes I received from other flooring companies. [redacted], owner of Floors n More, is such a gentleman & was always available to answer any of my questions. I would absolutely recommend this company to all my family & friends! Many thanks to Floors n More, Inc. & [redacted]!

I wanted to thank Floors n More Inc. for the wonderful job they did on are flooring. My wife and I couldn't of been more pleased. Great job at a fare price.
regards [redacted]