M & Z CARPETS

Review: I live in a three bedroom ranch house. I had one of the three smaller rooms recarpeted by M & Z

Carpets. They installed the carpet but damaged the baseboard around the whole room with a machine

that is used to secure the carpet. The room and the baseboard are newly painted within the last 6

months. I had to call my painter to touch up the baseboard before the furniture was placed back in

the room. The baseboard was also chipped not scratched. I have photos available before the

baseboard was repainted. I called my sales person at M&Z about the damage. He actually came to

see it. I paid the painter $150.00 for his work to touch up the baseboard. I asked the representative if

I could be reimbursed the $150.00 I paid to have the baseboard repaired. He said he checked with

his manager and the $150.00 would have to be applied as store credit. They stated that this is the

process used for installation and damage can occur. I was not previously informed before the

installation that this could occur.Desired Settlement: I would like to have a refund check for $150.00 for the repairs, as I may not return to this business

for future orders. As stated above, I would have liked to have been informed that this type of

damage can occur when the carpet is installed. The installers also could have protected the area so

it would not be subject to any damage.

Business

Response:

Wednesday October 23, 2013

Dear Revdex.com:

The customer mentioned, contacted M&Z to install carpet in one of the bedrooms at her house. She wished to use a commercial low pile carpet stretched in over padding. We measured the room and reviewed the procedure for the installation which always includes a conversation about what is typical in the carpet industry regarding wail to wall Installations. We discussed the potential for scratching to baseboard and possible need for touch up afterwards. This is not uncommon because to power stretch carpeting wall to wall requires the cut, rough edges of the carpet to brush up against the baseboard, and it is stretched taught from one side of the room to the other.

Paint that is freshly coated or paint applied with no primer coat will more readily scratch from contact with the abrasive backing of the carpet. There is no way to stretch carpet in wall to wall without the abrasive backing of carpet possibly scratching paint on baseboards.

After closer examination of the pictures of the scratched paint (attached), it is apparent that the fresh coat of paint done prior to the carpet installation was not first primed. The scratching occurred only to the lower portion of the baseboard that did not have several older coats of paint on it. This is indicated by the darker background on the baseboard where the baseboard had been stained at one point in the past.

It was discussed with the customer concerning her request that M&Z pay the painter’s invoice and what we agreed to do. We did advise her that in our opinion, M&Z and M&Z’s experienced installers are not at fault. The carpet installation was done according to industry standards as set forth in CRI bulletin 104. Nonetheless, in good faith, M&Z offered her the $150 value of the painter’s bill towards the purchase of carpet for the other bedroom she told us she wants to do. The customer stated she would get back to us and let us know how she would like to proceed. Unfortunately, instead of advising us of her intentions, your notice is the first response we have had on the subject.

In this case, and with her written acknowledgment of no fault or improper installation, M&Z will agree to a one time refund of $150 to the customer for the cost of touch up painting. It is our hope that whoever installs carpet in her next room, she remembers it is possible that after the carpet installers are done, she may need to have a painter touch up the baseboard.

Thank you for bringing this matter to our attention,

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 satisfactory to me.

Regards,