Murphy Carpet Co

Initial Business Response /* (1000, 10, 2014/09/19) */
9/15/
Attention: Revdex.com StLouis
*** ***
Dear ***,
This letter is in response to Case #XXXXXXX for consumer *** ***
Facts related to Ms***'s flooring experiences with us
12/14/11: Customer
purchased all material and labor from Murphy Carpet's retail locationFurnished and installed carpet and padCarpet installed...Style: Legacy IIColor: Beach PebbleAlso installed on job 8# Odor Ban padThis pad has a moisture barrier film and antimicrobialin the padCarpet and pad that customer purchased is exactly what was installedWe have had zero communication with Ms*** for months since the installation in December
6/25/14: Customer purchased a flooring installation from ***'s in FentonAlong with our own retail location we sub-contract labor only for several ***'s stores***'s sells all the materials...we do the installation with the materials the customer chooses and purchases at ***'sThis is where the mistake happened
Day of installation...Murphy Carpet...in errorinstalled the incorrect pad
Customer purchased:
Stainmaster Microblend 8# rebond pad/ Blue in color/Antimicrobial/Moisture Barrier film/ Slightly smaller grind of the pad creating a different feel when you walk on it
Actual pad installed:
Stainmaster Select 8# rebond pad/ Purplish in color/ Antimicrobial/ Moisture barrier film (exact same film as Microblend)/ slightly larger grind of the pad creating a different feel when you walk on it
Quality and weight of both pads is exactly the sameDifference beingthe feel when you walk on it
Understandably, moisture barrier pad is extremely important to customer due to pet urine issuesAll pad in her home has moisture barrier film and antimicrobials
The price difference between the two pads from ***'s is $per square footTotal square feet of pad on projectTotal retail difference, $We apologized and admitted to MsGibsonrepeatedly...yes we did install the incorrect padWe also stressed the pad she has isexactly the same qualityas the one she paid ***'s for, but it just has a different feel when walked onWe informed her the retail price difference was $but said we would pay her $*** *** (owner of Murphy Carpet) said...let's make it $for customer satisfactionwe wanted her to be happyFrom the onset of the issue we gave her two options: Pull back all the new ***'s carpet...replace the pad....reinstall carpet...OR....we would issue a check to her for $She has delayed so long in her response that pulling up and reinstalling the carpet is no longer an option due to pet urineWe are still willing to write her a check for $for customer satisfaction
Management personnel from ***'s visited Ms*** to discuss issues with the 6/installAt that point she said that Murphy Carpet installed the wrong pad AND the wrong carpet in At that point Ms*** thought ***'s did the install in She statednow ***'shas installed the wrong carpet and pad againThe only correct statement is...yesthe wrong pad was installed in 6/
Ms*** told ***'s managementin Murphy Carpet installed wrong carpet and padNow her subfloor is ruinedShe wanted ***'s to replace her subfloor***'s of course refusedMs*** referred repeatedly to ***'s management about new hardwood in dining roomUnfortunately sheis extremely confused
RESOLUTION: Murphy Carpet is willing to pay customer $for a $errorActual quality of the pad is exactly the same
Sincerely,
*** ***
Murphy Carpet Company

Per contract with the customer, Murphy was to move pieces of furniture per room Signed contract specifically states that Murphy is not permitted by the Retailer to move personal items, electronics, drawers and clothing, and therefore the customer is responsible to remove such items prior to
install Upon arrival our installer walked through the job with homeowner and every room was full of clothing, personal items, closets were full from floor to shelf with shoes, clothing, personal items, etc Homeowners response to the installer inquiring about the excessive furniture and personal items was a reference to the reality of life with several, small children and then left for work We spoke with the Retailer who attempted to reach the homeowner to resolve the issue, and after no response told us to walk off the install We offered to come back to the house once the house was ready per the specifications laid out in the contract, but the customer refused to have us back and the Retailer sent another installer to complete the install The Retailer with whom the customer contracted took upon themselves all responsibility to resolve this issue with the customer

Murphy Carpet has never offered a seven year warranty to any of its customer Per previous owners and original salesperson there were no special warranties or exceptions offered Customer's material is far too old to safely re stretch without risk of damage to the material Murphy
has offered to re stretch material, but at customer's expense and own risk of liability due to age of material

Customer bought material through a big box retailer with whom we contract with. Day of install we discovered that we were short carpet. We were unable to complete install in one day. Brought carpet back to warehouse, added a head seam in our controlled environment and then
reschedule to go back out to complete the install. Customer complained of grease spots on carpet (again, we do not provide material, just labor), and in order to take care of the customer, we sent out a manager to remove the stains. Customer called back again stating they discovered a few more grease spots and we went back out to remove those as well at a later date. It is unfortunate that the carpet was short and had grease spots, however, we did everything in our power to avoid delaying the project further by having to completely re order the material. Customer gave us the impression they were appreciative of our efforts for saving the carpet. If there are further issues the customer feels are unresolved, we'd love to be made aware so that we can address everything so that the customer is satisfied

Complaint: ***
I am rejecting this response because:
This is a complete falsity to what happened in actuality We were having rooms carpeted of the rooms, which were the largest, were 100% cleared out and all set to go We had moved some of the belongings into the other rooms because there simply wasn't another place to put these belongingsAny reasonable contractor would understand those conditions I missed a phone call and minutes later the Murphy carpet company left our job and moved on to something else In the process, they left us with a few huge problems: Our entire home was torn apart, the best date they could give us to reschedule was days out Side note, they had scheduled this to be a day job, so not sure how they were able to just "move on" with such short notice. We found someone else to finish the Job thankfully When they went to *** to pick up the carpeting, there were grease marks on both ends of our brand new carpeting It ruined sections of it I attached a picture for you to see *** was horrified with this, they also took pictures. Murphy's had come out and measured the rooms and then precut the carpet before coming to our house Several of the rolls were too short It created a ton of work for the new carpet installer. When the new carpet installer came out, he said what he saw in the rooms was very consistent with how most people would prepare for carpeting installation They had furniture movers that are meant for carpet onstalltions and could clear out a room in a matter of minutes It was no big deal, said that walking off a job like ours would be unheard of in his line of work I will go on record saying this was the worst experience as a customer that I have ever had
Sincerely,
*** ***