We always want our customer to be happy with their new floors and strive to resolve issues in anappropriate manner,When this customer realized (after the installation had begun) that there were hardwood floorsunderneath their old carpet, they requested to cancel their installation and order. Because...
the carpetwas special ordered and custom cut for the home, we were not able to cancel the order and offered toonly charge them for the carpet and not the padding and installation if they canceled the order at thattime.The customer decided to go ahead and have the new carpet installed. After completing the job on July10, 2017, the customer accepted the work and paid in full.After receiving a call from the customer that there was damage to their walls and that a section of thecarpet was not installed properly under the baseboards, we scheduled to visit the home and review theissues. We found that the baseboard was unusually higher than standard baseboards and offered to restretch the carpet to resolve the issues. We also offered to have a third party inspector come to look atthe floor and address the customer’s complaints, The customer refused the inspection and offers toremedy the situation.We would be happy to find a fair resolution but would need a third party inspection to verify that therewere defects with the carpet and/or installation, Reinstalling old carpet that has been cut and removedfrom the home is not a realistic option.
We always want our customer to be happy with their new floors and strive to resolve issues in anappropriate manner,When this customer realized (after the installation had begun) that there were hardwood floorsunderneath their old carpet, they requested to cancel their installation and order. Because...
the carpetwas special ordered and custom cut for the home, we were not able to cancel the order and offered toonly charge them for the carpet and not the padding and installation if they canceled the order at thattime.The customer decided to go ahead and have the new carpet installed. After completing the job on July10, 2017, the customer accepted the work and paid in full.After receiving a call from the customer that there was damage to their walls and that a section of thecarpet was not installed properly under the baseboards, we scheduled to visit the home and review theissues. We found that the baseboard was unusually higher than standard baseboards and offered to restretch the carpet to resolve the issues. We also offered to have a third party inspector come to look atthe floor and address the customer’s complaints, The customer refused the inspection and offers toremedy the situation.We would be happy to find a fair resolution but would need a third party inspection to verify that therewere defects with the carpet and/or installation, Reinstalling old carpet that has been cut and removedfrom the home is not a realistic option.