Knights Flooring

Good morning, This is a response to the customer complaint issued by [redacted] ***Many of the dates and statements in her claim are not accurateBelow is a description of the work along with service dates she described [redacted] contracted with Knights Flooring to install carpet in her home in February We performed the job and received final balance payment after the customer had a chance to walk the job and approve that everything was done to their satisfaction Our company did not hear from [redacted] until June (months after the original installation)She stated that her carpet had some bubbles in specific roomsAlthough the 1-year installation warranty had passed as of February 2013, we agreed to perform the service for her at no costWe went to her home and restreched the carpet in a few of the roomsIn any circumstance when carpet is restreched, excess carpet is removedThe carpet was not coming off the tackstrip along the walls - it was just loose in the middle created what looked like bubblesThis can occur for several reasons, but it is hard to determine the cause months after initial installation because wear and tear or customer maintenance can play a role [redacted] called our company again in October and December We sent installers out to her home as a courtesy service during those times as well to restrech different rooms at her requestThese requests being nearly years after the original installation We didn't hear from [redacted] again until around April This time she stated her carpet was beginning to discolor and she was concernedCarpet discoloring is not an installation related concern, so we contacted the carpet manufacturer on her behalfWe were advised to submit a claim for review of the situationThe claim process was started immediately with [redacted] We received a response on May 19, stating that [redacted] denied the claimPlease see the attached letterWe offered a copy of this letter to [redacted] and she was not satisfied with the outcomeWe did what we could to pull some strings to change the decision, but we were not successful We feel that we have done everything we can to keep this customer happy, but it is to no availAt this point she says she wants us to replace her entire floorLast time I spoke with her, she said she was interested in laminate floor, so if that was an option, she would like laminate floor in place of her carpet in some areas I don't really know what to do at this pointI feel like we tried to accomodate the customer and performed work outside of our standard installation warranty periodWe contacted the carpet manufacturer, [redacted] , and they denied her claim Please feel free to contact me with any questions Thank you for your time, ***

Hello, I've personally only ever received one email from [redacted] which was on 10/2/- the same day she filed the Revdex.com compliantTherefore, I responded to her complaint instead of her emailOur customer service team has done everything in their power to schedule the services, talk to our vendor representatives about the issues and file a claim for her carpet warranty concerns I am not lying about any part of this situationI understand the frustration and I am in no way putting this back on our clientI just don't know what to do at this pointWe've restretched the carpet multiple times and she doesn't want any more servicesThe manufacturer has denied her claim for defective carpet, so I can't go that route either We have never had an issue like this beforeWe've tried to be accomodating over the last years and I am not sure what the appropriate resolution is Thank you, ***

Good morning,
This is a response to the customer complaint issued by [redacted]. Many of the dates and statements in her claim are not accurate. Below is a description of the work along with service dates she described. 
 
[redacted] contracted with Knights Flooring to install carpet...

in her home in February 2012. We performed the job and received final balance payment after the customer had a chance to walk the job and approve that everything was done to their satisfaction.
 
Our company did not hear from [redacted] until June 2013 (16 months after the original installation). She stated that her carpet had some bubbles in specific rooms. Although the 1-year installation warranty had passed as of February 2013, we agreed to perform the service for her at no cost. We went to her home and restreched the carpet in a few of the rooms. In any circumstance when carpet is restreched, excess carpet is removed. The carpet was not coming off the tackstrip along the walls - it was just loose in the middle created what looked like bubbles. This can occur for several reasons, but it is hard to determine the cause 16 months after initial installation because normal wear and tear or customer maintenance can play a role. 
 
[redacted] called our company again in October 2013 and December 2013. We sent installers out to her home as a courtesy service during those times as well to restrech different rooms at her request. These requests being nearly 2 years after the original installation. 
 
We didn't hear from [redacted] again until around April 2014. This time she stated her carpet was beginning to discolor and she was concerned. Carpet discoloring is not an installation related concern, so we contacted the carpet manufacturer on her behalf. We were advised to submit a claim for review of the situation. The claim process was started immediately with [redacted]. We received a response on May 19, 2014 stating that [redacted] denied the claim. Please see the attached letter. We offered a copy of this letter to [redacted] and she was not satisfied with the outcome. We did what we could to pull some strings to change the decision, but we were not successful. 
 
We feel that we have done everything we can to keep this customer happy, but it is to no avail. At this point she says she wants us to replace her entire floor. Last time I spoke with her, she said she was interested in laminate floor, so if that was an option, she would like laminate floor in place of her carpet in some areas.
 
I don't really know what to do at this point. I feel like we tried to accomodate the customer and performed work outside of our standard installation warranty period. We contacted the carpet manufacturer, [redacted], and they denied her claim. 
 
Please feel free to contact me with any questions.
 
Thank you for your time,
[redacted]

I am rejecting this response because:
 
It would be nice for someone to pick up the phone and call me instead of ignoring my call. And if [redacted] received my email why didn't she respond. I never rejected any type of help, the problem is that I can't get any help. If the carpet is not the vendors issue them it's Knights flooring. All of this back and toward I still haven't heard a solution. Let me be very clear. I want my carpet fixed or replaced bottom line. Nobody should have to deal with constant restretching of carpet. It is clear that there is a problem with the installation and possibly the carpet. Whatever it is it needs to be fixed. This is not my problem this is the company's problem and it needs to be addressed immediately. 
Again re stretching is not working look at the log and see how many times you been out to my home. It is time to do something else. This problem has been going on since we purchased and you've installed it. I've been very patient and frankly should have contacted Revdex.com a long time ago, but I was trying to give knights flooring a chance to correct their mistakes and to stand by their word. I want it fixed and fixed now.  Stop hiding behind the reps in your star pick up the phone and call me and make this right.

Hello,
I've personally only ever received one email from [redacted] which was on 10/2/14 - the same day she filed the Revdex.com compliant. Therefore, I responded to her complaint instead of her email. Our customer service team has done everything in their power to schedule the services, talk to our vendor representatives about the issues and file a claim for her carpet warranty concerns. 
 
I am not lying about any part of this situation. I understand the frustration and I am in no way putting this back on our client. I just don't know what to do at this point. We've restretched the carpet multiple times and she doesn't want any more services. The manufacturer has denied her claim for defective carpet, so I can't go that route either. 
 
We have never had an issue like this before. We've tried to be accomodating over the last 2.5 years and I am not sure what the appropriate resolution is. 
 
Thank you,
[redacted]

Review: I Purchased carpet from knights flooring to cover a 4700 sq ft home. I made sure that the house was empty so that nothing would stand in the way of the installation.Since purchasing the carpet I have had over 6-7 installers (I've lost count)to come to my home because the initial install was poorly done and knights flooring had excessive carpet in my home. Each time an installer would come out they would have cut and remove 6-9 bags of carpet. The carpet is buckling after walking on it, and the only remedy from knights flooring is to keep restretching the carpet. The carpet is fading in different areas of the house and lifting. I have called, emailed gone to the office and the representatives continue to avoid fixing the issue. I would like a permanent fix to this situation which I have expressed. When I ask to speak to [redacted] the owner no one can seem to get a hold of him. I have contacted and emailed a lady by the name of [redacted] and she has not followed through or returned my call. I have paid 10k for this carpet and have had problems since the very first day of the installation and have been fussing and complaing to Knights flooring ever since. I am requesting your help to have this problem resolved.Desired Settlement: I am looking for a replacement at this time since knights flooring is unsure if it is the carpet used or the installation. If knights flooring is unwilling to replace the carpet I am seeking a refund.

Business

Response:

Good morning,

This is a response to the customer complaint issued by [redacted]. Many of the dates and statements in her claim are not accurate. Below is a description of the work along with service dates she described.

Review: They finished laying my carpet on 6/18/15. There was approx. 6 yards left out of 103 yards. Out of 120 yards of padding there was none left over. I paid for 4 rolls of 30 yards each. I feel they only used 3 rolls of 30 yards which is 90 yards not 120.Desired Settlement: A refund for 1 roll of 30 yards at $4.00 per yard equals $120.00 plus tax of $10.20 equals a refund of $130.20. I would also like a written apology from [redacted]. I talked more with [redacted] than [redacted]. He was very rude every time we talked. I have never had a person from a company talk to me that way. When I finally talked to [redacted] she said she would send a check that was approx. 3 weeks ago.

Business

Response:

Company states: The carpet for the job we did it at costs. She wanted extra pads and scraps. She then did not want the left over rolls. She then asked for reimbursment. So we only charged for the grade of pad below to lower the cost for her to offset the cost. We charged her about .50 less a yard. We charged her less to help her. We even sent her a check for about $13.00 worth. Typically we just throw away the scraps but she wanted to have the remainder and we said okay but then she changed her mind and wanted to get reimbursed. She already has been compensated even though we had already lowered the price. We did deduct the normal cost of the pad. We have done about three things that we went above and beyond.

Consumer

Response:

1 - This is the first I heard the carpet was at cost.2 - I never received any check for $13.00. [redacted] said she would send a check for 17 yards of pad that she said was leftover. $4.00 x 17 yds. $68.00 plus tax $5.78 total $73.78 never received this check either.3 - How can you use 120 yds of pad when you only used 103 yds of carpet with about 6 yds left over. Which I kept.4 - The only person honest at that company was Jeremy. He did a great job laying the carpet, and said there was no way he used 120 yds of pad because you use less pad than carpet.Thank you[redacted]

Business

Response:

Good morning,I am not sure where a $13 check came into this scenario. We mailed a check to Mrs. [redacted] for the pad she believes she needs reimbursement for. The check amount was $73.78 and was never cashed. Even though we disagree, I am happy to send another check to satisfy the client. We will mail to [redacted] unless otherwise directed.Thank you,Knights Flooring