As a rule we do not discuss “lost money” or
“commission;” whether or not our company made or lost money is completely
irrelevant. Any valid return will be accepted according to our contract, the finances
of a contract would not play a role in the decision to accept a return. I
cannot confirm or...
deny that this was discussed between ** and Mrs. [redacted] but I
can assure that this rule will be reviewed.
Regarding the paint: this was used to paint
her baseboards, there was no paint left to return.
This project, as with all of projects
involving installation with AFCC installers, was contracted on a lump sum
contract and not an itemized material and labor contract. On most projects
involving stone and tile, we typically send our installers with more material
than what is needed in case of breakage; typically any remainder is left behind
for potential future repairs if needed. This was communicated this to Mrs.
[redacted] after she attempted to return the material. Furthermore, as is written
in our contract, we do not accept returns on special order material in any case
unless approved by the manufacturer or distributor and if there is an
opportunity to return material it is to be done within a reasonable time frame.
There will not be a refund issued for these materials.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. The changes mentioned by AFCC were a change in the bas board order which we appreciated, but had nothing to do with the quarter round charges. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Mr. [redacted] came in to purchase carpet for a single bedroom replacement which measured approximately 11'3" x 11'7". Mr. [redacted] and his wife brought a sample swatch for color and our sales rep showed several samples within the color range. Mr. and Mrs. [redacted] mutually decided upon...
the style, color and price making the final carpet selection of XV193/Eastern Spice. The contract was signed and the carpet installation was scheduled for Thursday, September 7, 2017. In response to the complaint filed by Mr. [redacted] we would like to address the first several concerns:Mr. [redacted] mentions in his complaint that the wrong color was shown to him in the showroom. This is untrue. The salesperson brought out the correct style/color as what is in his signed contract (XV193/Eastern Spice). Mr. [redacted] also mentions that the seaming installation was not discussed. We installed a single drop with only one 3 foot seam at the doorway that connects the new carpet to the older carpet in the hallway. Mr. [redacted] was not present during the carpet installation however his wife was present. Thursday afternoon Mr. [redacted] called the office and did complain about the seam. We offered to go the next day however he said he was not available. We then scheduled an appointment for Saturday, September 9, 2017 to send our Quality Control personnel to go to his home and re-work the seam in the doorway. On Saturday, September 9, 2017 at 7:42 am Mr. [redacted] cancelled the appointment. On Saturday, [redacted] called Mr. [redacted] to go over his concerns and how we wanted to make an appointment to look at the seam he was referring to. Mr. [redacted] kept insisting that he paid too much for the carpet although the style and color was okay. [redacted] suggested that we could still bring the carpet sample that is in the showroom and compare it to the carpet we installed and go over the seam. Mr. [redacted] said "No". Mr. [redacted] claims he had someone else fix the seam and that is why he wants a discount. We don't understand why Mr. [redacted] cancelled our Saturday appointment on 09/09/2017 and claims that he had to pay someone else to re-do the seam. [redacted] did mention to Mr. [redacted] "why would he pay someone else to fix the seam". Our company offers a labor guarantee of one year on our workmanship and if there are any problems with the quality we will come out and repair or re-work what is needed. [redacted] also informed Mr. [redacted] that there would be no discount and Mr. [redacted] did get upset and hung up the phone. Mr. [redacted] cancelled the repair appointment, claims someone else re-did the seam and does not want to pay his balance of 540.00. Sincerely, [redacted]General Manager
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.
As a customer, this information was not made available to me prior to my purchase. I specifically asked the sales representative about this issue as I had heard a little blurb online about it prior to my purchase. Additionally I told the sales rep exactly what vacuum I owned and he responded that it would not be an issue with this vacuum. All of this specifically influenced my buying decision. Americas finest carpet has offered the very cheapest vacuum cleaner on the market apparently approved by Mohawk. This is one of the most expensive carpets they sell. I would have purchased a carpet about 2000 cheaper had this issue properly been disclosed when I asked prior to purchase. Mohawk has a guarantee to replace carpet within 60 days but does not pay for labor approximately 500 and does not credit the differential cost. I have done extensive vacuum research, more than anyone should ever do and have found a very well suited and rated vacu for less than 300 which I have asked americas finest carpet to deduct from my purchase contract. This is a most reasonable solution. They are apparently refusing this offer. Additionally I have outstanding installation defects on the seaming of the carpet that are unresolved to date.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
From my Yelp review...
So, let me start off and say that for the SHOPPING experience, it was 4-5 star, for the actual SALES experience it was 0-1 star, thus I give them the benefit of the doubt.
Positive...[redacted] was helpful, suggestive, very willing to help, selection of flooring in terms of what we were looking for was very good. They let us take a sample section of flooring home from their catalog (they had no swatch size samples of the particular flooring available).
NEGATIVE...BEWARE...I came in two weeks later to purchase and return the sample. [redacted] helped again. As I gave him the list of flooring pieces needed, he wrote them on the invoice and was about to give me one lump sum final number...he did not want to go through the details, did not write any of the actual details on the invoice...AND he was charging me sales tax on the separate freight and delivery charges. When I challenged him on that he pouted back to me that "well, I gave you $25 off delivery "($150 freight & delivery charge). I said, charging sales tax on freight and delivery without detailing it out on invoice, much less not detailing ANY of the charges out on the invoice, was not acceptable to me without us going thru the charges together. He challenged that and I said I can just go elsewhere if that is the was America's Finest Carpet Company does business and comment on Yelp and Revdex.com. He recalculated the charges and after I asked him a 3rd time, he went thru them in detail with me. So, I purchased the flooring and am having it delivered. As well, at the end, [redacted] DID NOT say thank you or offer to shake my hand, he was clearly perturbed that I called him out on this and challenged him...not professional or appreciative of the sale at all.
BOTTOM LINE...In retrospect, I am having buyers remorse, not on the flooring, on purchasing it from a company like America's Finest Carpet Company that does not itemize invoices, tries to tax you on things that perhaps should not be taxed, charges exorbitantly for freight and delivery and is clearly deceptive how they do this purchase process. Giving the buyer one lump sum to pay and not itemizing it (unless you insist 3 times) is not acceptable.
Beware of this bad selling practice that America's Finest Carpet Company uses...
As a rule we do not discuss “lost money” or
“commission;” whether or not our company made or lost money is completely
irrelevant. Any valid return will be accepted according to our contract, the...
finances
of a contract would not play a role in the decision to accept a return. I
cannot confirm or deny that this was discussed between ** and Mrs. [redacted] but I
can assure that this rule will be reviewed.
Regarding the paint: this was used to paint
her baseboards, there was no paint left to return.
This project, as with all of projects
involving installation with AFCC installers, was contracted on a lump sum
contract and not an itemized material and labor contract. On most projects
involving stone and tile, we typically send our installers with more material
than what is needed in case of breakage; typically any remainder is left behind
for potential future repairs if needed. This was communicated this to Mrs.
[redacted] after she attempted to return the material. Furthermore, as is written
in our contract, we do not accept returns on special order material in any case
unless approved by the manufacturer or distributor and if there is an
opportunity to return material it is to be done within a reasonable time frame.
There will not be a refund issued for these materials.
We believe we have handled this issue completely. Our installer has no record of receiving a check from Mr. [redacted] nor does Mr. [redacted] have record of...
delivering a check to our installer; no receipt was given and we do not have this check. Regardless of this lack of proof we have agreed to cover the cost of a cancelled check fee. Should there be issue in the future it would be between Mr. [redacted] and his bank and not AFCC.
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 fact remains I paid their installers and they take no responsibility for check.
Regards,
[redacted]
We have been in contact with Mr. [redacted] over the duration of this issue; our company has communicated by phone and I have a chain of emails starting back on 3/5 . There is a warranty process that involves a couple different inspections on both the process of installation and on the material...
itself to determine the cause and resolution to any issues. The product that was installed in his home was deemed defective by the manufacturer; this defect is what is called a "side match" defect and cannot be seen until the carpet is installed. America's Finest Carpet Company and the manufacturer [redacted] fully agree that there is a defect in the carpet and agree to have the product replaced at no cost to Mr. [redacted].
Mr. [redacted] made his complaint on 2/28 and on or about 3/3 an installation inspection had taken place and any installation issues addressed on 3/5 a claim was placed to the manufacturer. On 3/6 the manufacturer confirmed that the claim was received and the process had begun. On 3/11, a third party inspector contracted by [redacted] contacted Mr. [redacted] and scheduled an appointment to inspect on 3/17, on 3/20 it was determined that there was manufacturing defect to the carpet. As soon as the manufacturer approved of the warranty claim I emailed Mr. [redacted] (3/220) to let him know that the claim was approved and his original sales person would be in contact with him. On 3/21 our sales person contacted him and asked him to sign a new work order identifying the product and areas to be re-carpeted and stating that this was to fulfill the warranty claim against the manufacturer on his original contract, that the new installation was at no cost, and that we were allowed to be in his home performing such work. Mr. [redacted] refused to sign saying he shouldn't have to; he emailed me saying he will not be signing the warranty claim work order and I explained to him that it was not an optional item and that it needed to be signed before we could perform the work. On 3/23 he again responded via email that he would not be signing the new work order.
In our conversations on the phone Mr. [redacted] stated that he wanted the carpet installed on 3/31 or 4/1; I ordered the material even without his signature to proceed in preparation of this installation. Mr. [redacted] still had not signed the new work order and emailed me again on 3/31 asking if the work was going to be done. I called him on 3/31 and let him know that we were ready whenever he was and all he needed to do was sign the work order; he again said that he will not be signing until after the work was done and again I told him he has to signs to approve of us performing the work. He said he was not ready to have the carpet installed but when we was he would contact us to schedule and sign the paperwork then.
We feel this complaint to the Revdex.com has been fully addressed and no further action on our part is needed; we will await Mr. [redacted]'s contact to schedule the installation and to deliver the signed warranty claim work order to finalize this project.
We have read and understand Mrs. [redacted]s rejection however we still stand by our original response. This material was part of a lump sum project contract for a shower enclosure; there will be no refund for this left over special order material.
I just wanted to let you know that we did finally receive credit payment to or accounts from America’s Finest. We kept checking and it was finally processed this weekend. I would still like to reiterate that this company has not in our opinion shown us as consumers to be an A+ rating by the Revdex.com. If I correctly read your standards for Revdex.com accreditation under #2 Advertise Honestlyunder letter F this company has mislead us as customers under trustworthiness, pictures, testimonials, and other means. If the board is to read the complaints we filed about this company we were truly mislead by their prices, workmanship, customer service policies, and overall satisfaction. In #3 Tell The Truth, both A and B were not clearly stated to us, we were not told the truth about the flooring prices and when we asked for clarification and itemized breakdown of the products, it was a battle every step of the way. Once we received the breakdown it was clearly different then what was told to us upon purchasing the flooring in the store by Ms. [redacted]. Many items were added on which was not told to us when purchasing. In #4 Be Transparent under B they gave numbers to contact business directly but no one would answer or return phone calls, even though they stated on serval occasion satisfying their customers were important to them. They did not provide us with complete and total cost, which is why we asked for itemized breakdown of charges. In #5 Honor Promises, this company failed to correct mistakes which is why we filed a complaint with the Revdex.com. We made numerous attempts to contact the customer service, the sales person Ms. [redacted], and the GM [redacted] and would receive no returned calls by Mr. [redacted] and some responses from Ms. [redacted] saying she would take care of the issue but did not. We drove to the place of Business in San Marcos several times to resolve the issues. If you would like to see the string of emails we sent we would be more than happy to attach them. In #6 Be Responsive, this company has failed to comply with in a timely manner to several of the Revdex.com’s attempts to contact them. The went on 10 day notices more than once, a few 3 day holds, then finally the director had to make a call to them. We have been in contact with the Revdex.com and this company whenever they requested information from us either that day or the next. It seems companies like America’s Finest has not complied with many of the standards Revdex.com holds them too. Finally in #8 Integrity, standard words “An accredited business agrees to: Avoid involvement, by the business or its principals, in activities that reflect unfavorably on, or otherwise affect the public image of Revdex.com or its accredited business.” As I mentioned last week per our phone conversation we felt mislead by the Revdex.com A+ rating of this company. We have always relied on the Revdex.com’s recommendations in selecting companies for any projects. And we have always had good experiences with companies, with this one exception. After this whole experience with this company and reading reviews on Yelp several other customers experienced the same exact problems as we did. America’s Finest Flooring it seems to be a company more out for profit than customer satisfaction and care. Very disappointed in their service and quality of workmanship. We only hope the Revdex.com will carefully review this company because we would hate to see other customers face the stress and frustration we had to endure. This company would not even refund “our deposit” we put down for the flooring! We have been trying since end of August 2015 to get our deposit back.
Thank you for your time,
This carpet has been inspected by an independent 3rd party inspector and it has been determined that the issues with the carpet are a result of poor maintenance and care. Regarding the separation of the backing and seem the inspector wrote:"This separation condition affects both panels involved in the seam symmetrically to a portion of this affected are, with the remaining portion showing the delamination condition affecting one panel more then the adjoining panel. The secondary backing materials are still adhered to the seam tape but the primary backing material is delaminated from the secondary with the primary materials separating along the seam joint. The areas respond to a probe consistent to textile floor covering contaminated withurine. with the surface pile being dry to the touch. The surface pile in this area reveals a pH of 8.5 to 9.5 using litmus paper. Unaffected surface pile registers pH of 6 to 7....This area has a cleaning chemical odor. There are other small pockets of delamination noted during the inspection in the field area of respective panels with these same areas also responding to a moisture probe consistent with the areas contaminated by urine."Regarding the fuzzed rectangles:"They are consistent in size, shape, and overall appearance of damage fro leaving a vacuum, with brushes and.or beater bar running in one spot for an extended period of time. These rectangles measure 10 1/2 to 11 inches in length and 1 1/4 inch in width. The consumer's vacuum reveals that the roller pin and brushes stop spinning with the vacuum locked in the upright position. The consumer states that this is the only vacuum used on this carpet, though there is another vacuum present during inspection. The tufts within there rectangle areas show complete bursting and loss of twist to 60% to 80% of the tuft shaft." While the manufacturer has justly denied any claim we have negotiated with them and in an effort to appease this customer they have agreed to cover the cost of the carpet alone and the customer will be responsible to cover the cost of new padding and labor.
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.I was advised to contact you regarding my complaint. The claim number is [redacted]. When we closed it, the message contained a statement saying it was contingent on the company refunding our money as agreed upon. It has been approximately 30 days and to date, no refund or credit on the credit card we used. We were concerned that this is the pattern of America’s Finest Carpet, drag their feet until forced to do what they agreed upon. Would you be able to look into this for us?
Regards,
[redacted]
I have left messages for the [redacted]s. We need their credit card to process this refund as a large portion of this refund was put on a credit card and not the financing company.
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.
Regards,
[redacted]
It does not surprise me that this company has rejected my complaint and will not give me a refund. Working with their customer service reps was just a waste of time, as they never did call me back with any type of resolution, at ANY time. What their salespeople say at the time of their sale and what they do after they get their money is not the same. Of course, at the time I did not get what was told to me in writing, and therefore, it is my word against their's. A sad way to do business. It is not their motto to be honest, but just to get the numbers in on the books. My last word to anyone thinking about doing business with this company is to get it ALL in writing to prevent this type of problem from happening.
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.As...
of today 9/6 American Finest Flooring satisfactory replaced the laminate flooring.Thank you for your part in making this happen. Really appreciate it.Any questions please contact me.
Regards,
[redacted]
I had the worst experience with the manager [redacted]! She was rude she was very forward she did not at all display any customer service, she even went on too express that their only concerned with contract customers. Every word out of her mouth was No and it felt like the more she said no the more the word No came out. Horrible and I know America finest carpet way before she became a employee, the owners should be ashamed of the representation she displays, she did not even remember me from many years of service since I am a property manager of 18 years and have took them to every property I've managed, I will not be doing that Anymore! Very disappointed with the service. The new person that originally took the call was great and very helpful and she could not help me but she had all the qualities that a person expects, I guess [redacted] makes the calls for their business !
As a rule we do not discuss “lost money” or
“commission;” whether or not our company made or lost money is completely
irrelevant. Any valid return will be accepted according to our contract, the finances
of a contract would not play a role in the decision to accept a return. I
cannot confirm or...
deny that this was discussed between ** and Mrs. [redacted] but I
can assure that this rule will be reviewed.
Regarding the paint: this was used to paint
her baseboards, there was no paint left to return.
This project, as with all of projects
involving installation with AFCC installers, was contracted on a lump sum
contract and not an itemized material and labor contract. On most projects
involving stone and tile, we typically send our installers with more material
than what is needed in case of breakage; typically any remainder is left behind
for potential future repairs if needed. This was communicated this to Mrs.
[redacted] after she attempted to return the material. Furthermore, as is written
in our contract, we do not accept returns on special order material in any case
unless approved by the manufacturer or distributor and if there is an
opportunity to return material it is to be done within a reasonable time frame.
There will not be a refund issued for these materials.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. The changes mentioned by AFCC were a change in the bas board order which we appreciated, but had nothing to do with the quarter round charges. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Mr. [redacted] came in to purchase carpet for a single bedroom replacement which measured approximately 11'3" x 11'7". Mr. [redacted] and his wife brought a sample swatch for color and our sales rep showed several samples within the color range. Mr. and Mrs. [redacted] mutually decided upon...
the style, color and price making the final carpet selection of XV193/Eastern Spice. The contract was signed and the carpet installation was scheduled for Thursday, September 7, 2017. In response to the complaint filed by Mr. [redacted] we would like to address the first several concerns:Mr. [redacted] mentions in his complaint that the wrong color was shown to him in the showroom. This is untrue. The salesperson brought out the correct style/color as what is in his signed contract (XV193/Eastern Spice). Mr. [redacted] also mentions that the seaming installation was not discussed. We installed a single drop with only one 3 foot seam at the doorway that connects the new carpet to the older carpet in the hallway. Mr. [redacted] was not present during the carpet installation however his wife was present. Thursday afternoon Mr. [redacted] called the office and did complain about the seam. We offered to go the next day however he said he was not available. We then scheduled an appointment for Saturday, September 9, 2017 to send our Quality Control personnel to go to his home and re-work the seam in the doorway. On Saturday, September 9, 2017 at 7:42 am Mr. [redacted] cancelled the appointment. On Saturday, [redacted] called Mr. [redacted] to go over his concerns and how we wanted to make an appointment to look at the seam he was referring to. Mr. [redacted] kept insisting that he paid too much for the carpet although the style and color was okay. [redacted] suggested that we could still bring the carpet sample that is in the showroom and compare it to the carpet we installed and go over the seam. Mr. [redacted] said "No". Mr. [redacted] claims he had someone else fix the seam and that is why he wants a discount. We don't understand why Mr. [redacted] cancelled our Saturday appointment on 09/09/2017 and claims that he had to pay someone else to re-do the seam. [redacted] did mention to Mr. [redacted] "why would he pay someone else to fix the seam". Our company offers a labor guarantee of one year on our workmanship and if there are any problems with the quality we will come out and repair or re-work what is needed. [redacted] also informed Mr. [redacted] that there would be no discount and Mr. [redacted] did get upset and hung up the phone. Mr. [redacted] cancelled the repair appointment, claims someone else re-did the seam and does not want to pay his balance of 540.00. Sincerely, [redacted]General Manager
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.
As a customer, this information was not made available to me prior to my purchase. I specifically asked the sales representative about this issue as I had heard a little blurb online about it prior to my purchase. Additionally I told the sales rep exactly what vacuum I owned and he responded that it would not be an issue with this vacuum. All of this specifically influenced my buying decision. Americas finest carpet has offered the very cheapest vacuum cleaner on the market apparently approved by Mohawk. This is one of the most expensive carpets they sell. I would have purchased a carpet about 2000 cheaper had this issue properly been disclosed when I asked prior to purchase. Mohawk has a guarantee to replace carpet within 60 days but does not pay for labor approximately 500 and does not credit the differential cost. I have done extensive vacuum research, more than anyone should ever do and have found a very well suited and rated vacu for less than 300 which I have asked americas finest carpet to deduct from my purchase contract. This is a most reasonable solution. They are apparently refusing this offer. Additionally I have outstanding installation defects on the seaming of the carpet that are unresolved to date.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
From my Yelp review...
So, let me start off and say that for the SHOPPING experience, it was 4-5 star, for the actual SALES experience it was 0-1 star, thus I give them the benefit of the doubt.
Positive...[redacted] was helpful, suggestive, very willing to help, selection of flooring in terms of what we were looking for was very good. They let us take a sample section of flooring home from their catalog (they had no swatch size samples of the particular flooring available).
NEGATIVE...BEWARE...I came in two weeks later to purchase and return the sample. [redacted] helped again. As I gave him the list of flooring pieces needed, he wrote them on the invoice and was about to give me one lump sum final number...he did not want to go through the details, did not write any of the actual details on the invoice...AND he was charging me sales tax on the separate freight and delivery charges. When I challenged him on that he pouted back to me that "well, I gave you $25 off delivery "($150 freight & delivery charge). I said, charging sales tax on freight and delivery without detailing it out on invoice, much less not detailing ANY of the charges out on the invoice, was not acceptable to me without us going thru the charges together. He challenged that and I said I can just go elsewhere if that is the was America's Finest Carpet Company does business and comment on Yelp and Revdex.com. He recalculated the charges and after I asked him a 3rd time, he went thru them in detail with me. So, I purchased the flooring and am having it delivered. As well, at the end, [redacted] DID NOT say thank you or offer to shake my hand, he was clearly perturbed that I called him out on this and challenged him...not professional or appreciative of the sale at all.
BOTTOM LINE...In retrospect, I am having buyers remorse, not on the flooring, on purchasing it from a company like America's Finest Carpet Company that does not itemize invoices, tries to tax you on things that perhaps should not be taxed, charges exorbitantly for freight and delivery and is clearly deceptive how they do this purchase process. Giving the buyer one lump sum to pay and not itemizing it (unless you insist 3 times) is not acceptable.
Beware of this bad selling practice that America's Finest Carpet Company uses...
As a rule we do not discuss “lost money” or
“commission;” whether or not our company made or lost money is completely
irrelevant. Any valid return will be accepted according to our contract, the...
finances
of a contract would not play a role in the decision to accept a return. I
cannot confirm or deny that this was discussed between ** and Mrs. [redacted] but I
can assure that this rule will be reviewed.
Regarding the paint: this was used to paint
her baseboards, there was no paint left to return.
This project, as with all of projects
involving installation with AFCC installers, was contracted on a lump sum
contract and not an itemized material and labor contract. On most projects
involving stone and tile, we typically send our installers with more material
than what is needed in case of breakage; typically any remainder is left behind
for potential future repairs if needed. This was communicated this to Mrs.
[redacted] after she attempted to return the material. Furthermore, as is written
in our contract, we do not accept returns on special order material in any case
unless approved by the manufacturer or distributor and if there is an
opportunity to return material it is to be done within a reasonable time frame.
There will not be a refund issued for these materials.
We believe we have handled this issue completely. Our installer has no record of receiving a check from Mr. [redacted] nor does Mr. [redacted] have record of...
delivering a check to our installer; no receipt was given and we do not have this check. Regardless of this lack of proof we have agreed to cover the cost of a cancelled check fee. Should there be issue in the future it would be between Mr. [redacted] and his bank and not AFCC.
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 fact remains I paid their installers and they take no responsibility for check.
Regards,
[redacted]
We have been in contact with Mr. [redacted] over the duration of this issue; our company has communicated by phone and I have a chain of emails starting back on 3/5 . There is a warranty process that involves a couple different inspections on both the process of installation and on the material...
itself to determine the cause and resolution to any issues. The product that was installed in his home was deemed defective by the manufacturer; this defect is what is called a "side match" defect and cannot be seen until the carpet is installed. America's Finest Carpet Company and the manufacturer [redacted] fully agree that there is a defect in the carpet and agree to have the product replaced at no cost to Mr. [redacted].
Mr. [redacted] made his complaint on 2/28 and on or about 3/3 an installation inspection had taken place and any installation issues addressed on 3/5 a claim was placed to the manufacturer. On 3/6 the manufacturer confirmed that the claim was received and the process had begun. On 3/11, a third party inspector contracted by [redacted] contacted Mr. [redacted] and scheduled an appointment to inspect on 3/17, on 3/20 it was determined that there was manufacturing defect to the carpet. As soon as the manufacturer approved of the warranty claim I emailed Mr. [redacted] (3/220) to let him know that the claim was approved and his original sales person would be in contact with him. On 3/21 our sales person contacted him and asked him to sign a new work order identifying the product and areas to be re-carpeted and stating that this was to fulfill the warranty claim against the manufacturer on his original contract, that the new installation was at no cost, and that we were allowed to be in his home performing such work. Mr. [redacted] refused to sign saying he shouldn't have to; he emailed me saying he will not be signing the warranty claim work order and I explained to him that it was not an optional item and that it needed to be signed before we could perform the work. On 3/23 he again responded via email that he would not be signing the new work order.
In our conversations on the phone Mr. [redacted] stated that he wanted the carpet installed on 3/31 or 4/1; I ordered the material even without his signature to proceed in preparation of this installation. Mr. [redacted] still had not signed the new work order and emailed me again on 3/31 asking if the work was going to be done. I called him on 3/31 and let him know that we were ready whenever he was and all he needed to do was sign the work order; he again said that he will not be signing until after the work was done and again I told him he has to signs to approve of us performing the work. He said he was not ready to have the carpet installed but when we was he would contact us to schedule and sign the paperwork then.
We feel this complaint to the Revdex.com has been fully addressed and no further action on our part is needed; we will await Mr. [redacted]'s contact to schedule the installation and to deliver the signed warranty claim work order to finalize this project.
We have read and understand Mrs. [redacted]s rejection however we still stand by our original response. This material was part of a lump sum project contract for a shower enclosure; there will be no refund for this left over special order material.
I just wanted to let you know that we did finally receive credit payment to or accounts from America’s Finest. We kept checking and it was finally processed this weekend. I would still like to reiterate that this company has not in our opinion shown us as consumers to be an A+ rating by the Revdex.com. If I correctly read your standards for Revdex.com accreditation under #2 Advertise Honestlyunder letter F this company has mislead us as customers under trustworthiness, pictures, testimonials, and other means. If the board is to read the complaints we filed about this company we were truly mislead by their prices, workmanship, customer service policies, and overall satisfaction. In #3 Tell The Truth, both A and B were not clearly stated to us, we were not told the truth about the flooring prices and when we asked for clarification and itemized breakdown of the products, it was a battle every step of the way. Once we received the breakdown it was clearly different then what was told to us upon purchasing the flooring in the store by Ms. [redacted]. Many items were added on which was not told to us when purchasing. In #4 Be Transparent under B they gave numbers to contact business directly but no one would answer or return phone calls, even though they stated on serval occasion satisfying their customers were important to them. They did not provide us with complete and total cost, which is why we asked for itemized breakdown of charges. In #5 Honor Promises, this company failed to correct mistakes which is why we filed a complaint with the Revdex.com. We made numerous attempts to contact the customer service, the sales person Ms. [redacted], and the GM [redacted] and would receive no returned calls by Mr. [redacted] and some responses from Ms. [redacted] saying she would take care of the issue but did not. We drove to the place of Business in San Marcos several times to resolve the issues. If you would like to see the string of emails we sent we would be more than happy to attach them. In #6 Be Responsive, this company has failed to comply with in a timely manner to several of the Revdex.com’s attempts to contact them. The went on 10 day notices more than once, a few 3 day holds, then finally the director had to make a call to them. We have been in contact with the Revdex.com and this company whenever they requested information from us either that day or the next. It seems companies like America’s Finest has not complied with many of the standards Revdex.com holds them too. Finally in #8 Integrity, standard words “An accredited business agrees to: Avoid involvement, by the business or its principals, in activities that reflect unfavorably on, or otherwise affect the public image of Revdex.com or its accredited business.” As I mentioned last week per our phone conversation we felt mislead by the Revdex.com A+ rating of this company. We have always relied on the Revdex.com’s recommendations in selecting companies for any projects. And we have always had good experiences with companies, with this one exception. After this whole experience with this company and reading reviews on Yelp several other customers experienced the same exact problems as we did. America’s Finest Flooring it seems to be a company more out for profit than customer satisfaction and care. Very disappointed in their service and quality of workmanship. We only hope the Revdex.com will carefully review this company because we would hate to see other customers face the stress and frustration we had to endure. This company would not even refund “our deposit” we put down for the flooring! We have been trying since end of August 2015 to get our deposit back.
Thank you for your time,
[redacted]
This carpet has been inspected by an independent 3rd party inspector and it has been determined that the issues with the carpet are a result of poor maintenance and care. Regarding the separation of the backing and seem the inspector wrote:"This separation condition affects both panels involved in the seam symmetrically to a portion of this affected are, with the remaining portion showing the delamination condition affecting one panel more then the adjoining panel. The secondary backing materials are still adhered to the seam tape but the primary backing material is delaminated from the secondary with the primary materials separating along the seam joint. The areas respond to a probe consistent to textile floor covering contaminated withurine. with the surface pile being dry to the touch. The surface pile in this area reveals a pH of 8.5 to 9.5 using litmus paper. Unaffected surface pile registers pH of 6 to 7....This area has a cleaning chemical odor. There are other small pockets of delamination noted during the inspection in the field area of respective panels with these same areas also responding to a moisture probe consistent with the areas contaminated by urine."Regarding the fuzzed rectangles:"They are consistent in size, shape, and overall appearance of damage fro leaving a vacuum, with brushes and.or beater bar running in one spot for an extended period of time. These rectangles measure 10 1/2 to 11 inches in length and 1 1/4 inch in width. The consumer's vacuum reveals that the roller pin and brushes stop spinning with the vacuum locked in the upright position. The consumer states that this is the only vacuum used on this carpet, though there is another vacuum present during inspection. The tufts within there rectangle areas show complete bursting and loss of twist to 60% to 80% of the tuft shaft." While the manufacturer has justly denied any claim we have negotiated with them and in an effort to appease this customer they have agreed to cover the cost of the carpet alone and the customer will be responsible to cover the cost of new padding and labor.
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.I was advised to contact you regarding my complaint. The claim number is [redacted]. When we closed it, the message contained a statement saying it was contingent on the company refunding our money as agreed upon. It has been approximately 30 days and to date, no refund or credit on the credit card we used. We were concerned that this is the pattern of America’s Finest Carpet, drag their feet until forced to do what they agreed upon. Would you be able to look into this for us?
Regards,
[redacted]
I have left messages for the [redacted]s. We need their credit card to process this refund as a large portion of this refund was put on a credit card and not the financing company.
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.
Regards,
[redacted]
It does not surprise me that this company has rejected my complaint and will not give me a refund. Working with their customer service reps was just a waste of time, as they never did call me back with any type of resolution, at ANY time. What their salespeople say at the time of their sale and what they do after they get their money is not the same. Of course, at the time I did not get what was told to me in writing, and therefore, it is my word against their's. A sad way to do business. It is not their motto to be honest, but just to get the numbers in on the books. My last word to anyone thinking about doing business with this company is to get it ALL in writing to prevent this type of problem from happening.
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.As...
of today 9/6 American Finest Flooring satisfactory replaced the laminate flooring.Thank you for your part in making this happen. Really appreciate it.Any questions please contact me.
Regards,
[redacted]
I had the worst experience with the manager [redacted]! She was rude she was very forward she did not at all display any customer service, she even went on too express that their only concerned with contract customers. Every word out of her mouth was No and it felt like the more she said no the more the word No came out. Horrible and I know America finest carpet way before she became a employee, the owners should be ashamed of the representation she displays, she did not even remember me from many years of service since I am a property manager of 18 years and have took them to every property I've managed, I will not be doing that Anymore! Very disappointed with the service. The new person that originally took the call was great and very helpful and she could not help me but she had all the qualities that a person expects, I guess [redacted] makes the calls for their business !