JPD Carpet & Floors Inc

Customer came in our store on Feb and was given an estimate for his wood jobOn March Sunday, customer returned to our store and decided to go ahead with the wood job and paid a depositBecause it was a Sunday, the wood supplier was not open and we could not order the
merchandise nor confirm the prices. Later on, our store manager searched the manufacturer's website and found out that the wood had a cost increase within that days of $per square foot. He immediately contacted the customer and notified him the increaseCustomer had a choice to cancel the order and receive his deposit back but agreed to pay $.40/sqft more while we would absorb the $cost increase. A note that customer's job was not simple, besides installing wood floor, it involved custom made solid wood treads,risers,nosings and brackets to fit his special staircaseWe had to custom make through a local carpenter involving various sizes of treads of 42", 43",51"x17" & risers of various shapes and sizes...etc
Spring time is usually very busy for us and our installation schedules were very tight in MarchUnfortunately we had to postpone customer's job a few days due to an out of area job delay which we did not anticipate. As stated in the invoice that installation dates are estimates only but we tried our best to accomodate due to the delay by starting his job on March 30 SundayWe finished the floor that day but not the staircase because one of the risers could not fit and had to be remade. Subsequently we came back with the new riser and finished the staircase on the following Saturday
As customer had signed the invoice with the terms and conditions stating that we are not responsible for latent conditionsTherefore, ceiling nails came loose from the vibrations of installation was not covered under our contract.
We are offering customer $to offset part of his $bill and inconvenience and still waiting for his reply
Thank you

From: Date: Mon, Nov 23, at 10:AMSubject: Re: ** *** Complaint (***)To: ***@myRevdex.com.orgCASE ID#: *** Date: Nov 23, 2015 Dear ** ***, Regarding MrMai’s claim which has been previous denied through the *** Merchant Services after
they reviewed all facts and documents and now he decided to go through Revdex.com Customer’s statement is not factual and I am basically recapping our previous rebuttals as follows: Let me begin by stating that the merchandise delivered and installed at customer’s property are not defective and totally in accordance to the specifications and descriptions as per the invoice/contract signed and customer is not telling the facts correctly ** *** contracted with our company on Dec 4, to install solid wood 5”plank at his *** *** *** Gaithersburg MD propertyWe had also advised the customer that it was important to maintain consistent indoor climate control namely temperature and humidity after installation since wood is sensitive to any change of both temperature and humidity Merchandise of cartons of wood were delivered on Dec 8, and signed for and were left in the property for weatherization and installation of the wood was completed on Dec In fact we added more cartons total of because of the extra waste involved and we did not even charge him the extra woodHis claim of we over charged square feet is totally ridiculous and newly invented since he did not mention a word to the *** company in his previous claims. Moreover, *** had thoroughly inspected the wood installed and was satisfiedHe signed the paper and subsequently paid the balance in full by his credit card on Dec.,17, Customer claimed that merchandise arrived defective is totally untrue by the proof that his signatures are on the invoice stating that he was completely satisfied with the merchandise and the installation jobPlease see attachmentIt is totally illogical and unbelievable that he would sign and paid in full if the merchandise was received defective in any manner as he claimed at the time of completion In late March/earlyApril of 2015, *** had contacted our store and mentioned that the wood floor had shown some gapsMr.C**, our sales manager had explained to him that it's for wood floors to expand and shrink a little(hair line gaps) during seasonal changes under conditionsBy looking at his pictures, the wood gaps appeared to be normal*** requested us to do an in-home inspection and we sent our installer captain to his property in early AprilThe gaps appeared to be within the & acceptable rangeHowever he noticed that the property was not occupied and the heating unit was turned offThe temperature at the property was much colder than it shouldOur supervisor had informed *** that he should not leave his heating/Ac unit off which was very bad for the wood and the gaps would get worse in that environmentHe also checked the installation work by making sure 1/“ space was there around the perimeters of the rooms installed and they were there for wood expansions and contractionsSecondly, the wood was also level showing no signs of wavingThese are crucial indications for faulty installations and apparently the competitor *** hired does not know what they are talking about when they failed to mention these two key indicators Let me reiterate that the key & crucial issue is that the gaps/cupping are SITE RELATED, and not JOB/INSTALLATION RELATED and we had completed our contract conforming to the terms and specifications on the invoice and the job was performed to customer’s total satisfaction after his thorough inspection of the entire floorThe sale was legally completed after the final payment was processed on Dec Please note that at the time of completion, no gaps were present Four months later, gaps appeared which are not due to installation issue but customer’s negligence of not maintaining proper climate control inside the propertyTherefore *** should bear all risks and damages to his own actions or inactions We had forwarded many related research reports to the *** company and if you need us to forward to you, I’ll do soI am only attaching the signed invoice and terms for your reference. Thanks you very much for your time and considerations to this matter. Sincerely, David S**General Manager ofSun’s Carpet & Floors Encl

[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: The merchant is trying to get off the subject problems of said faulty hardwood installation. He does not want to come up with any remedy for the installation problems. He has nothing to say or defend his ideal  or out of touch so called "perfect" installation since I have presented the factual documents in the last two previous responses. Regarding his response, He is totally misrepresenting all the facts. I filed the credit card dispute in mid March 2015 since the merchant did not respond to me despite I called them many time ( cell phone log records). The NFCU rep also contacted them many times requesting the solution of the problems. However, the merchant did not do anything or returned their phone call at all. The bank took action chargeback the credits on April 30, 2015. The merchant responded on June 11, 2015, and the bank allowed them another respond on July 27, 2015. This is only for pre-arbitration, not final arbitration as the merchant said, you can notice from his attachment.  Again, I want to mention that I missed the time 180 days for arbitration. The bank knows that and sent me the letter making an apology. I do not have the chance to arbitration of my credit card dispute. The Bank asks me to file a complaint with Revdex.com too. Regarding to that signature on the right hand side, the bank sent me the another letter asked me to talk to the merchant and they made notice in my account.  I reserved this for another legal action.Regarding to the merchant said there is no installer name John. This is not true. He is a Spanish guy he told me his name is John when I met him while he was installing the floor. This is not important whoever's name is. There is nothing to do with the hardwood floor gaps , installation problems. The merchant is taking advantage of the Revdex.com rules and regulation by responding much more than the time allowed. This is not the first time, he keeps doing that overdue responses. I request the Revdex.com take action instead of keeping back and forth responses . It is waste time and not productive at all. The merchant is silent  of the hardwood big gaps problems as shown on the previous photos provided in his latest responses, because he has nothing to say of the installation problems they have created. If the merchant is not willing to do anything or refund to me, I personally request the Revdex.com authority to take ultimate action to resolve the issues and proceed the arbitration on my behalf.  (attachment: certification of energy star home, certified by third party professional from Kbhome builder)
Regards,
[redacted]

SUN'S CARPET & FLOORS7901 Kincannon Place, #2 Lorton, VA 2.2079 703–550-0222Revdex.com CASE II)#: [redacted]Date: Jan 6, 2016Dear [redacted],Regarding this case, I'd like to point out that [redacted] is misrepresenting the facts, In his previous reponse, he stated that his bank allowed us taking 60 days to repond the dispute which is definitely an inaccurate statement according to the facts. The chargeback only allowed us to repond within 1 month not 60 days. Please see attached 2 letters for factual support.Secondly, he stated he had sent several emails to his bank disputing the false signature and they well documented that. However in both of his claims, he never mentioned that as part of the claim at all not even during the final arbitration. Please again refer to the letters from the dispute resolution department.Moreover, none of our installers named John, Another mis-statement from him.Thanks for your time.Sincerely,General Manager of Sun's Carpet & Floors

In reponse to the customer's complaint:
1) The seam coming apart issue was not mentioned when ** Mullen first contacted us twice in Feb. Her complaints were only on the padding and the sound.  When we installed her job on Dec 28, 13, the carpet was in perfect condition. She had inspected throughly before signing completion to her satisfaction. The only dissatisfaction she told our installer was the color she selected. We do not know what has been done to the carpet after cusomer had a few people extracting the padding under the carpet and to do all kind of tests on the carpet & padding. In fact, tackless strips were installed between 1/2" to 1" from the wall all around at both ends of the carpet to secure the carpet with seam tapes. According to her inspection result, the tackless strips were not even detected and mentioned. It is very common that the last 1/2" to 1" on both ends of the sea** would be missed by the hot iron because of the closeness to the corner of the wall but usually does not affect the look because they are hooked on and secured by the tackless strips. This is very minor imperfection which is still covered under our installation workmanship for 1 full year after installation as stated in our invoice. However we have to come to inspect ourselve to determine what caused the seam to come apart in the first place. If it is our installation workmanship, it would be easily fixed. 
2) As we had mentioned previously, padding is warranted by [redacted] & [redacted] Company and they have denied the claim. Please see attached letter from them. According to [redacted], the customer's testing result was not done accurately ,correctly and professionally. They again assured that the overall aggregate weight on her padding is 8lb and 7/16" in thickness according to the industry standard.  Rebond cushion is never 100% consistent & uniform in density throughout an entire roll. This is actually consistent to what her own inspector had stated. 
3) Customer's original request of refund due to the padding not blocking the noise from her [redacted] floor was already declined by our store manager.  We already told her clearly that it was not our fault and we would not replace her padding without charges.  Subsequently, customer has reversed payments and we will not do any after the sale service until payments have been fully collected.  All the materials are covered under manufactures' warranties and our labor as stated is covered for one full year. We have always given our customers the best service and value or we would not be able to stay in bussiness in the Washington area for over 30 years. [redacted] has one of the owners' business card when he first came to her home and did the estimate. All the contact phone numbers and addresses are stated on her invoice.
Sincerely,
[redacted]

[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:
The response is full of inaccuracies that I do not care to address as they do not deal with the issues:
(1) The seam in the hallway is coming apart.
(2) The padding installed is of lesser density than what is stated on the contract.
(3) Poor Customer Service.
I have since hired a Certified Carpet Inspector certified by the following agencies:
National Institute of Certified Flooring Inspectors (NICFI)
World Flooring Covering Association (WFCA)
[redacted])
Institute of Inspection Cleaning & Restoration Certification (IICRC)
The result of his inspection is stated below:
(1) Seam:
I did find by probing it with an awl that the last 1 inch of both ends of the seam was not properly adhered to the seam tape. The tapes adhesive was not melted to the back of the carpet, and those ends were fraying yarns.
(2) Padding:
I did pull a 2" section of cushion from the wall where a previous sample had been taken, and I feel it is in the 6-8lb range based solely on that small sample. I explained that it is difficult to determine the exact density of an installed cushion, especially of this type. Rebond is a composite of various densities of urethane foam and adhesives compressed to various heights and densities, and that likely it would require independent lab testing to determine the density of the cushion installed in her home.
Testing Lab:
The padding was sent to a testing facility and the result is stated below:
Density: 7.2lbs
Thickness: 0.438inch
The invoice stated 8lb padding. 
(3) Poor Customer Support:
To date, my sales representative has not returned my phone calls; the owner has not replied to my e-mail and the individual at the [redacted] store failed to provide me with the manager’s contact information.
Regards,[redacted]

Dear...

Revdex.com,
 
We have replied [redacted] through [redacted]'s [redacted] already and here is the response again:
 
1)      [redacted] had shopped around many carpet stores, preselected a special [redacted] carpet prior to visiting our company.  She contracted with us on Dec 16, 2013 per invoice#[redacted] to order and  install [redacted] Carpet Unique Sensibility II with 7/16 8lb pad. We specially ordered her carpet from [redacted] and received the merchandise on Dec 20, 2013. Please see attached B/L (A) . We installed the job according to the contract on Dec 28, 2013 which customer had inspected the job and signed completed to her satisfaction.  Please see attached signed invoice.(Attachment B)
 
2)      On Feb 18, 2014 almost two months later,  she contacted our sales manager **. [redacted] and complained that the padding we installed did not block sounds from her own [redacted]r floor. [redacted] explained to her that there was little we could do since the pad is not sound proof.  He said he wasn’t sure even if replacing a thicker 10 lb pad would help but it would be costly for her. She then accused him not telling her earlier and asked for a refund.  [redacted] refused because it was not our company's fault that she had a sound problem. The sound proof issue was never mentioned before until that day. In fact, in the market, 7/16 8lb upgrade pad is generally the best any carpet dealer can offer and she had already done her selection in other stores.  In fact, the sea** issue was not mentioned at all at the time.
 
4)         The carpet installer [redacted] hired did not know what he was talking about. He couldn’t even distinguish 8lb pad from 6lb pad. There is no such thing as “bonded carpet” as [redacted] Carpet (one the largest carpet manufacturer in the world) our supplier stated and her carpet definitely can be re-stretched.
 
5)         Sea** are normal in carpet installations as stated on our ter** because the carpet roll was 12' wide. Moreover, [redacted] had gone over with her where the sea** would be prior to installation. Please note that her carpet carries a 10-year warranty and the padding carries a 15-year warranty.
 
 
3)      We get our padding from the largest padding manufacturer in the US "[redacted] and [redacted]"established since 1886. They supply to stores like [redacted]’s and many large flooring chain stores locally and nationally and we therefore have total confidence and trust in their products. The 7/16 8lb pad has been tested with an IIC rating of 79 which even surpasses the high standard of condominium requirement of 70. [redacted] representative stated that replacing with 10lb pad would not make any difference and there is no sound proof carpet pad in the market at all.  (Please see attachment C).
 
4)      [redacted] got the first quality carpet which carries a 10-year warranty and first quality padding which carries a 15-year warranty against any defects and they are both backed by top US manufacturers. (Please see attachments D). 
 
We were contracted to cover her floor not to sound proof her floor and we have completely fulfilled the agreement and her request is outside of our contact.
 
Feel free to contact us if you have further questions,
 
Sincerely,
 
[redacted]
JPD Carpet & Floors,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 stated the following in my original complaint:
1.  **. [redacted] agreed to send someone out to inspect the seam in the hallway.
2.  I  agreed to pay for the price difference for the 10lb padding and labor because he had assured me that I received 8lb padding which I did not.
3.  I  called **. [redacted] several times after speaking with him about replacing the padding.  He did not returned my phone calls and I even visited the [redacted] store.  The gentleman there would not give my the manager's phone number.  Yes, I have business card but if no one is returning my phone calls then it is useless.
4.  According to you, everyone is wrong, the inspector, the local carpet company, me etc.  Go figure!
 
Anyway, as you have stated, I reversed my payment so this case is closed!
Regards,
[redacted]

Review: It started with a phone call from the store 2-3 hours after signed the contract, paid and left the store, to tell me that there is an increase to the price they quoted me- after some back and forth, I decided to retain their services because of some good reviews and also because they were happy to work with me on a tight time line (within 3 weeks).

Second problem was that two weeks down the road, they called me to postpone with two days, we agreed on second date but the store manager called me another time to say they will install a day later. At that point, I didn't have much choice? The installer came and while you can tell they knew what they were doing, they were rushing to finish the job in one day (initial assessment was that the job will take 2 days). Toward the end of the day, they found out that one of the parts- a step- they brought has some problem. They left to come back the following week to finish, which created major problem with my schedule. There is little more of course, the hard wood was installed on upper floor, next day after they left I noticed that nails were showing up in the ceiling of the lower floor. when the manager came to my house, he immediately concluded that there was a problem with the structure of the building. This is when I decided there is no hope with the companyDesired Settlement: I moved the date for moving into the house because of their delay, and paying a different rate for the movers now.

damage to the ceiling was substantial, I asked a contractor doing paint job to patch the holes and paint the ceiling, I paid $150

I am not sure why this store claims they have a A+ rating, they should not have that type of rating?

Business

Response:

Customer came in our store on Feb 4 and was given an estimate for his wood job. On March 2 Sunday, customer returned to our store and decided to go ahead with the wood job and paid a deposit. Because it was a Sunday, the wood supplier was not open and we could not order the merchandise nor confirm the prices. Later on, our store manager searched the manufacturer's website and found out that the wood had a cost increase within that 28 days of $.60 per square foot. He immediately contacted the customer and notified him the increase. Customer had a choice to cancel the order and receive his deposit back but agreed to pay $.40/sqft more while we would absorb the $.20 cost increase. A note that customer's job was not simple, besides installing wood floor, it involved custom made solid wood treads,risers,nosings and brackets to fit his special staircase. We had to custom make through a local carpenter involving various sizes of 12 treads of 42", 43",51"x17" & 13 risers of various shapes and sizes...etc.

Spring time is usually very busy for us and our installation schedules were very tight in March. Unfortunately we had to postpone customer's job a few days due to an out of area job delay which we did not anticipate. As stated in the invoice that installation dates are estimates only but we tried our best to accomodate due to the delay by starting his job on March 30 Sunday. We finished the floor that day but not the staircase because one of the risers could not fit and had to be remade. Subsequently we came back with the new riser and finished the staircase on the following Saturday.

As customer had signed the invoice with the terms and conditions stating that we are not responsible for latent conditions. Therefore, ceiling nails came loose from the vibrations of installation was not covered under our contract.

We are offering customer $100.00 to offset part of his $150.00 bill and inconvenience and still waiting for his reply.

Thank you.

Review: On 12/28/13, [redacted]'s Carpet & Floors replaced the carpet & padding on the main level in my home. The contract/invoice called for 8lb 7/16 padding. Immediately, I noticed that I could hear all that was going on downstairs and this was not an issue before with my previous carpet & padding.

In February, the seam in the hallway started separating so I call **. [redacted] on 2/18/14, to discuss my concerns. Please note that I had left **. [redacted] numerous messages before and he did not return any of my calls. When I finally reached him on 2/18/14, he stated that he returned my calls but that I did not answer. I said that my phone did not show any missed calls from you. Anyway, he assured me that they installed the correct padding and that I needed the 10lb padding for noise barrier. We discuss swit[redacted]ng out the current padding to a 10 lb. 7/16 and he noted I would have to pay for labor and the price difference for the 8lb to 10 lb. padding. He was going to e-mail me, the following day, an estimate after speaking with the Virginia Office to see if they can offer me a discount on the padding and labor. He was also going to send someone out to inspect the seam in the hallway. I called **. [redacted] numerous times over the next few days but he did not return my calls.

I had a terrible feeling that something was not right so I requested a local carpet installer/store to inspect my carpet. On 2/22/14, a representative from the local carpet store inspected the carpet & padding in my home. He stated that the padding is 6lb and that he doesn't understand the rationale behind where they placed the sea** in the hallway and the living room. He stated that they would have placed the sea** in other less heavily traffic areas.

That same day I went to the store in [redacted] and spoke to [redacted]. He wrote down my complaint and stated that he was going to speak with **. [redacted] who was off that day because he doesn't work on Saturdays. I ask for the manager's name and contact information and [redacted] stated that he did not have that information. I ask if it was posted anywhere in the store and he said no. He also stated that I should continue to try to reach **. [redacted] to discuss my concerns. To date, I have not heard from **. [redacted].Desired Settlement: I would like a full refund. I am in the process of replacing my carpet & padding. The carpet has to be replaced because it is bonded and cannot be re-stretched. So, they cannot re-install the same carpet.

Business

Response:

Dear Revdex.com,

We have replied [redacted] through [redacted]'s [redacted] already and here is the response again:

1) [redacted] had shopped around many carpet stores, preselected a special [redacted] carpet prior to visiting our company. She contracted with us on Dec 16, 2013 per invoice#[redacted] to order and install [redacted] Carpet Unique Sensibility II with 7/16 8lb pad. We specially ordered her carpet from [redacted] and received the merchandise on Dec 20, 2013. Please see attached B/L (A) . We installed the job according to the contract on Dec 28, 2013 which customer had inspected the job and signed completed to her satisfaction. Please see attached signed invoice.(Attachment B)

Review: I have a contract with this company to do the floor tile of my kitchen and hallway. We made the deal of $2150. The day the contractor came in, and said they need tear off 2 layer of my subfloor. They wanted more money. I was not happy, but I still agreed to give them $200 more. The whole working area is around 200 tiles. Three people tore the subfloor and old vinyl tiles away around half an hour. And put the concrete boards on around another 2 hours. Then only 1 person put all these tiles on by around 10 hours. After done, I found out the tiles are not flat. They are up and down. The boss of company, [redacted], told me, it is because my floor is not flat. After few days, they sent somebody back to fix 5 pieces of tile, which is just few of lots of up-down tiles(total 200 pieces, almost half of them are up and down). Then the guy refuse to do anymore fix. He offered me for $200 off of the total price in order that he will not fix any more. I refused. He said that's it and it is all because of my floor is not flat. After he left, I called the boss of China rugs and flooring, [redacted], he said that his home's floor is also not flat, also up and down. He said that I am so peaky and I am not reasonable. Also he said if I don't pay, he will let his people tear off the floor tiles they did.Desired Settlement: They did finish the work. But not a good work. And the boss is so mean. They can not tear the tile off because I already put the new cabinet on. If they don't fix the problem or give me billing adjustment, I will file a complaint to [redacted] Home Improvement Commission of DLLR's Division of Occupational and Professional Licensing.

Business

Response:

Customer did not state the facts correctly. We had a contract to install ceramic for about 240 sqft inadditional to a sanding job in a different area. We were contracted to take up vinyle & luon before installing durock(cement boards) and the tiles on top. At the date of installation, customer requested to remove additional solid wood underneath which was not stated on the contract. Additional labor required more money. We came to an agreement of $200.00 for that additional work but customer was not happy because he expected free of charge. Our installer has been installing ceremic tiles for over twenty years but the customer was unreasonably picky about the tiles were not totally flat. No one can install a floor 100% flat. We went to inspect again and told him the floor was good and his complaint was unreasonable but customer refused to pay the contracted amount. Finally we settled with $500.00 discount from the original price and he signed that the job was completed to his satisfaction. We did everything in writing and his sigatures are on the contract.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is ok to me. I accept the resolution, but not accept the complaint from the store.