We appreciate the customer contacting us regarding their concerns. The local office contacted the customer and reviewed the damage caused by the customer’s elderly dogs. While not covered by warranty, we have offered to repair one time at no cost to the customer. The customer also expressed...
interest in full replacement with another product and we would be happy to work with the customer on their cost of replacement.
We appreciate the customer contacting us regarding their concerns.
The customer’s previous choice of flooring was no longer available and the customer reselected to an instock style flooring. The flooring was installed on July 22nd as agreed. We have also issued a partial discount. We...
We appreciate the customer contacting us regarding their concerns. Unfortunately, the agreement could not be executed. The order has been administratively canceled per the terms of the contract. The customer's deposit check returned to them by [redacted]. The check was received by the customer...
on Thursday August 17th. We thank the customer for their feedback.
We appreciate the customer contacting us regarding their concerns.
We were able to reach [redacted] by telephone on August 4th, and he referred us to his wife at the phone number ending [redacted]. We have left several voice mail messages and sent an email without response. We look forward to...
speaking with the customers and addressing their concerns.
We appreciate the customer contacting us regarding their concerns. Replacement of the dining area was completed on July 31, 2017. We thank the customer for the feedback.
We appreciate the customer contacting us with her concerns.
We’re sorry to learn the customer is disappointed in the performance of her carpet. For customer satisfaction and goodwill, we will replace with a similar grade/cost of carpet at no additional cost to the customer in exchange for a...
signed Agreement.
The local office will be contacting the customer shortly to schedule a time to show additional carpet samples.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
We appreciate the customer
contacting us regarding his concerns. We have spoken with the customer and
recommended that he contact a professional cleaning company, and we will
reimburse him for the cost. We appreciate the customer’s feedback and look
forward to amicably resolving this matter.
We regret any miscommunication that
occurred regarding scheduling the installation, as well as any inconvenience
that occurred as a result. We have spoken with the customer, and the repairs
are scheduled for December 23, 2015. We appreciate the customer’s feedback and
look forward to amicably resolving this matter.
Complaint: [redacted]
I am rejecting this response because:The quality of the laminate is extremely poor in addition to the installation.
Sincerely,
[redacted]
We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and changed the financing promotion per the customer’s request. We appreciate the customer’s feedback and consider this matter resolved.
Initial Business Response /* (1000, 10, 2014/11/18) */
We appreciate the customer contacting us regarding her concerns. We have been in contact with the customer regarding the stains that have not come out, and we have scheduled an inspection for November 18, 2014. Once we review the results of the...
inspection, we will contact the customer to discuss possible solutions. We appreciate the customer's feedback and look forward to reaching an amicable resolution.
Initial Consumer Rebuttal /* (3000, 12, 2014/11/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was contacted and they did send someone to come out and look at the carpet. I was told that I should have a warranty paper which I did and I was also told how often I must vacuum and have my carpet cleaned. He took pictures of the carpet and he also took picture of my vacuum cleaner. Wow I said to myself really. I told him how much I vacuum my carpet and he was saying that I need to vacuum twice a week. Really for newly carpet I should have to vacuum that much. He said he could not see any stains but I could see the stain area that I was talking about. For a newly caret that has been in the bedroom for over a year now should not be able to see where carpet have given and you being able to see the where you have walked around the bed and in front of the dresser. I understand that this is a light carpet but still say if this was top of line carpet I don't believe this would be happening. Need I say that I have carpet in my living room as well as my son's room and it is walked on just as much as this carpet and been here longer and it was looking just like this carpet until I had the professional cleaner to clean around the area that where been a lot of traffic and it looks good. He told me that they would get back with me in 3 days to let me know something, but he don't think that they would or could do anything about my problem with the carpet. Also that they might be a third party inspector coming to look at it. This is after they view the pictures and decide.
Thanks
[redacted]
Final Consumer Response /* (4200, 28, 2014/12/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all I am asking for free carpet. Asking for a replacement for the carpet that was purchased from you that have what you call a no manufacturer defect or installation error, but apparently has a stain that not even a professional cleaner can't remove.
Second you say that you repeatedly been in touch with me. I recall 2 times. Once again I will not pay you a discount fee of $225. And it's not fair that you sell your customers carpet that been probably seating in the warehouse for awhile at a cheap price that is supposed to be at the top of the line carpet at special price but I am pretty sure that you do that's why you have those deals that be advertise on tv. Correct me if I'm wrong. What ever happened to customers always right?
Final Business Response /* (4000, 30, 2015/01/06) */
The customer's carpet was installed June 2013; approximately one year later we were contacted regarding the customer's concerns of staining. We attempted to reach the customer at that time, but our calls were not returned until October 2014. When we were finally able to speak to the customer, we recommended, per the manufacturers' warranty, that the customer have the carpet professionally cleaned.
It was not until after the customer filed this complaint that she finally had the carpet professionally cleaned. The customer advised she was not satisfied with the appearance of the carpet after professional cleaning, and as such, we agreed to inspect for any defects.
We inspected the carpet on November 18, 2014; no installation or manufacturer defects were found. Therefore, we are unable to file a warranty claim on the customer's behalf. For customer satisfaction and goodwill, we have offered the customer a replacement with the same style at a discounted cost and recommended a darker color for her usage.
When the customer objected to the replacement cost, we discounted the offered replacement by an additional 10%. The customer has again refused our offer. The customer's further demands of free replacement, or to have us pay off the current financed balance are not fair or reasonable.
We have tried to be flexible and understanding to the customer's concerns. However, the customer has not shown any flexibility regarding this matter; in fact, she has stated her inflexibility in the rebuttals to our offer.
The offer of discount replacement is still available should the customer wish to reconsider.
We appreciate the customer contacting us regarding their concerns. The local office has contacted the customer and has agreed to replace the installed carpet; if the customer chooses a more expensive product the customer has agreed to pay the difference. The customer reviewed carpet...
samples and is currently deciding on the carpet style for replacement.
We appreciate the customer contacting us regarding their concerns. Services were completed on Tuesday, August 30, 2016. We appreciate the customer’s feedback on their experience.
$128.35 Accommodation [redacted] Accommodation ATLANTA Flooring Mar 14 2017 9:45AM
We appreciate the customer contacting us regarding their concerns. The local office contacted the customer and reviewed the damage caused by the customer’s elderly dogs. While not covered by warranty, we have offered to repair one time at no cost to the customer. The customer also expressed...
interest in full replacement with another product and we would be happy to work with the customer on their cost of replacement.
We appreciate the customer contacting us regarding their concerns.
The customer’s previous choice of flooring was no longer available and the customer reselected to an instock style flooring. The flooring was installed on July 22nd as agreed. We have also issued a partial discount. We...
apologize for the inconvenience.
We appreciate the customer contacting us regarding their concerns. Unfortunately, the agreement could not be executed. The order has been administratively canceled per the terms of the contract. The customer's deposit check returned to them by [redacted]. The check was received by the customer...
on Thursday August 17th. We thank the customer for their feedback.
We appreciate the customer contacting us regarding their concerns.
We were able to reach [redacted] by telephone on August 4th, and he referred us to his wife at the phone number ending [redacted]. We have left several voice mail messages and sent an email without response. We look forward to...
speaking with the customers and addressing their concerns.
We appreciate the customer contacting us regarding their concerns. Replacement of the dining area was completed on July 31, 2017. We thank the customer for the feedback.
We appreciate the customer contacting us with her concerns.
We’re sorry to learn the customer is disappointed in the performance of her carpet. For customer satisfaction and goodwill, we will replace with a similar grade/cost of carpet at no additional cost to the customer in exchange for a...
signed Agreement.
The local office will be contacting the customer shortly to schedule a time to show additional carpet samples.
All refunds were processed as agreed on February 23rd. Please allow 7-10 business days to process through the banking system.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
We appreciate the customer contacting us regarding their concerns.Service was completed as agreed on March 14, 2017.
We appreciate the customer
contacting us regarding his concerns. We have spoken with the customer and
recommended that he contact a professional cleaning company, and we will
reimburse him for the cost. We appreciate the customer’s feedback and look
forward to amicably resolving this matter.
We regret any miscommunication that
occurred regarding scheduling the installation, as well as any inconvenience
that occurred as a result. We have spoken with the customer, and the repairs
are scheduled for December 23, 2015. We appreciate the customer’s feedback and
look forward to amicably resolving this matter.
Complaint: [redacted]
I am rejecting this response because:The quality of the laminate is extremely poor in addition to the installation.
Sincerely,
[redacted]
We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and changed the financing promotion per the customer’s request. We appreciate the customer’s feedback and consider this matter resolved.
We have spoken with the customer and have agreed to have the tile floor cleaned and the grout stained at no cost to the customer.
Initial Business Response /* (1000, 10, 2014/11/18) */
We appreciate the customer contacting us regarding her concerns. We have been in contact with the customer regarding the stains that have not come out, and we have scheduled an inspection for November 18, 2014. Once we review the results of the...
inspection, we will contact the customer to discuss possible solutions. We appreciate the customer's feedback and look forward to reaching an amicable resolution.
Initial Consumer Rebuttal /* (3000, 12, 2014/11/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was contacted and they did send someone to come out and look at the carpet. I was told that I should have a warranty paper which I did and I was also told how often I must vacuum and have my carpet cleaned. He took pictures of the carpet and he also took picture of my vacuum cleaner. Wow I said to myself really. I told him how much I vacuum my carpet and he was saying that I need to vacuum twice a week. Really for newly carpet I should have to vacuum that much. He said he could not see any stains but I could see the stain area that I was talking about. For a newly caret that has been in the bedroom for over a year now should not be able to see where carpet have given and you being able to see the where you have walked around the bed and in front of the dresser. I understand that this is a light carpet but still say if this was top of line carpet I don't believe this would be happening. Need I say that I have carpet in my living room as well as my son's room and it is walked on just as much as this carpet and been here longer and it was looking just like this carpet until I had the professional cleaner to clean around the area that where been a lot of traffic and it looks good. He told me that they would get back with me in 3 days to let me know something, but he don't think that they would or could do anything about my problem with the carpet. Also that they might be a third party inspector coming to look at it. This is after they view the pictures and decide.
Thanks
[redacted]
Final Consumer Response /* (4200, 28, 2014/12/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all I am asking for free carpet. Asking for a replacement for the carpet that was purchased from you that have what you call a no manufacturer defect or installation error, but apparently has a stain that not even a professional cleaner can't remove.
Second you say that you repeatedly been in touch with me. I recall 2 times. Once again I will not pay you a discount fee of $225. And it's not fair that you sell your customers carpet that been probably seating in the warehouse for awhile at a cheap price that is supposed to be at the top of the line carpet at special price but I am pretty sure that you do that's why you have those deals that be advertise on tv. Correct me if I'm wrong. What ever happened to customers always right?
Final Business Response /* (4000, 30, 2015/01/06) */
The customer's carpet was installed June 2013; approximately one year later we were contacted regarding the customer's concerns of staining. We attempted to reach the customer at that time, but our calls were not returned until October 2014. When we were finally able to speak to the customer, we recommended, per the manufacturers' warranty, that the customer have the carpet professionally cleaned.
It was not until after the customer filed this complaint that she finally had the carpet professionally cleaned. The customer advised she was not satisfied with the appearance of the carpet after professional cleaning, and as such, we agreed to inspect for any defects.
We inspected the carpet on November 18, 2014; no installation or manufacturer defects were found. Therefore, we are unable to file a warranty claim on the customer's behalf. For customer satisfaction and goodwill, we have offered the customer a replacement with the same style at a discounted cost and recommended a darker color for her usage.
When the customer objected to the replacement cost, we discounted the offered replacement by an additional 10%. The customer has again refused our offer. The customer's further demands of free replacement, or to have us pay off the current financed balance are not fair or reasonable.
We have tried to be flexible and understanding to the customer's concerns. However, the customer has not shown any flexibility regarding this matter; in fact, she has stated her inflexibility in the rebuttals to our offer.
The offer of discount replacement is still available should the customer wish to reconsider.
We appreciate the customer contacting us regarding their concerns. The local office has contacted the customer and has agreed to replace the installed carpet; if the customer chooses a more expensive product the customer has agreed to pay the difference. The customer reviewed carpet...
samples and is currently deciding on the carpet style for replacement.
Service was completed on August 4, 2016. The regional manager left a voicemail for the customer to discuss the accommodation.
We appreciate the customer contacting us regarding their concerns. Services were completed on Tuesday, August 30, 2016. We appreciate the customer’s feedback on their experience.
No work was completed and per the customer's request have canceled the orders and issued a full refund.