Initial Business Response / [redacted] (1000, 5, 2015/09/23) */ On 9/22/2015, We have talked with the customer, and have offered a full replacement of their carpetThe customer does not need to purchase the exact brand of their existing floorThey may choose a different floor of equal value Since we do not make the flooring, the manufacturer requires an independent certified flooring inspector to issue a reportThe initial report was declinedThe second independent inspector sent out accepted the claim as a defectIt is possible that this customer was upset after receiving the initial reportWe can understand their initial frustration, and perhaps we failed to properly communicate the entire protocolUltimately, we will do our best to satisfy this customer with a replacement Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) We do not consider this solved until we agree upon a resolutionWe wanted our money backThey are offering to replaceWe have to agree on a different carpet since the carpet that has failed is the second time it has been installedThe first time it was inproperly installed and had a side mismatch issueWe are not going to install the same carpetSo we need to again agree on a resolutionWe are actively searching for an alternative and have to wait for some other samples to arrive in the next couple weeksThis needs to stay open until fully resolvedI am attaching pictures from orignal install which was a Kjellberg Carpet One issue and their installersThis was clearly an istall issue with seam locations and visible seamsThey finally agreed to replace it with a different installerSeams were placed in proper locations and hiddenNot perfect but acceptableI am also including pictures from the failed carpet today that Kjellberg Carpet One told us was wear when we contacted themOnly after we hired our own inspector and found that the carpet failed they now say it was a defect Final Consumer Response / [redacted] (2000, 26, 2015/12/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) All though we wanted a full refund we accept that the carpet was replacedThe carpet looks good after a couple days of being installedWe just hope that it will wear as expected Final Business Response / [redacted] (4000, 24, 2015/12/07) */ Today, we have just installed the replacement carpet at the [redacted] 's homeOur installation manager was at the job site overseeing the work, and helping move the furnitureWe were able to make it work so that the entire replacement would be completed in just one dayThis made the [redacted] 's happyHe said that Dan [redacted] was pleased with the work that we did today I have followed up with a phone call, asking them to let me know if everything looks good Please let me know what additional information I can provide to you at this time
Initial Business Response / [redacted] (1000, 5, 2015/09/23) */ On 9/22/2015, We have talked with the customer, and have offered a full replacement of their carpetThe customer does not need to purchase the exact brand of their existing floorThey may choose a different floor of equal value Since we do not make the flooring, the manufacturer requires an independent certified flooring inspector to issue a reportThe initial report was declinedThe second independent inspector sent out accepted the claim as a defectIt is possible that this customer was upset after receiving the initial reportWe can understand their initial frustration, and perhaps we failed to properly communicate the entire protocolUltimately, we will do our best to satisfy this customer with a replacement Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) We do not consider this solved until we agree upon a resolutionWe wanted our money backThey are offering to replaceWe have to agree on a different carpet since the carpet that has failed is the second time it has been installedThe first time it was inproperly installed and had a side mismatch issueWe are not going to install the same carpetSo we need to again agree on a resolutionWe are actively searching for an alternative and have to wait for some other samples to arrive in the next couple weeksThis needs to stay open until fully resolvedI am attaching pictures from orignal install which was a Kjellberg Carpet One issue and their installersThis was clearly an istall issue with seam locations and visible seamsThey finally agreed to replace it with a different installerSeams were placed in proper locations and hiddenNot perfect but acceptableI am also including pictures from the failed carpet today that Kjellberg Carpet One told us was wear when we contacted themOnly after we hired our own inspector and found that the carpet failed they now say it was a defect Final Consumer Response / [redacted] (2000, 26, 2015/12/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) All though we wanted a full refund we accept that the carpet was replacedThe carpet looks good after a couple days of being installedWe just hope that it will wear as expected Final Business Response / [redacted] (4000, 24, 2015/12/07) */ Today, we have just installed the replacement carpet at the [redacted] 's homeOur installation manager was at the job site overseeing the work, and helping move the furnitureWe were able to make it work so that the entire replacement would be completed in just one dayThis made the [redacted] 's happyHe said that Dan [redacted] was pleased with the work that we did today I have followed up with a phone call, asking them to let me know if everything looks good Please let me know what additional information I can provide to you at this time