I am rejecting this response because: I have nearly square feet of carpeted surface in this condo, the majority of it installed before the work National did None of it has required a return visit This is a household of so there is no reasonable explanation for this bunching and gathering of a wall to wall carpet In my years I have never before encountered this problem The furniture in the room where National installed the carpet has not been moved since they were last here This is obviously a case of either a defective product or inferior workmanship and I fail to see why I should be financially responsible to correct it? I paid for quality merchandise and workmanship and I obviously have not received it As stated in the original complaint, National's workers when they came to do the re-install, stated categorically they would return if there further problems and not mention of an additional charge was made
The customer is correct, the top was made incorrectly but upon it being discovered the customer accepted the installWe requested to remake the top; the customer refused and requested monetary compensationAt that the point the Sales Manager gave a couple of optionsI have attached the
email chains for reviewPlease let me know if additional information is required.Thank you,*** ***Director of Operations330-721-ext
Mr*** did in fact call on 1/and he spoke to our Sales ManagerMrFoester explained that in he purchased carpet and that sometime after the install, within the first year, the carpet needed to be re-stretched and that we came out to service his carpet and that he was
satisfied with the end result and wished to have this service againOur Sales Manager informed Mr*** that we offer a one warranty on all of our installs but his warranty expired in August of and that we would be happy to come out and re-stretch his carpet but that there would be fee for this serviceMr*** was not happy that he would have to pay for this service and informed the Sales Manager that he was going to file a complaintWe are more than willing to come out, inspect, and service his carpet but there would be fee associated with this service, as he is outside of our one-year warranty
Initial Business Response /* (1000, 15, 2015/09/10) */
Ms. [redacted] was in fact issued a refund on July 27, 2015. It was sent to her via US mail. The installer in question was sent to anger management and is on a special supervisory probation by our installation manager. The helper has been...
reassigned so that he no longer works with the installer. We've attempted to contact Ms. [redacted] by phone a number of times to confirm that she received her refund and to share this information with her. We've also left two messages, but she has not returned our calls. We have remediated the situation fully but would still be happy to discuss it with her.
Initial Consumer Rebuttal /* (2000, 17, 2015/09/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The refund was indeed received, but it was after the complaint was filed. Please keep in mind that I waited two months to file the complaint and numerous attempts to reconcile via phone and in person at the Medina store.
I apologize for not returning the phone call as I have just returned from vacation. I spoke with Phil G[redacted] today.
I have been assured that the installer in question has received some instruction/training regarding his behavior and has been working toward making a change.
I am rejecting this response because: I have nearly 2600 square feet of carpeted surface in this condo, the majority of it installed before the work National did. None of it has required a return visit. This is a household of 1 so there is no reasonable explanation for this bunching and gathering of a wall to wall carpet. In my 68 years I have never before encountered this problem The furniture in the room where National installed the carpet has not been moved since they were last here. This is obviously a case of either a defective product or inferior workmanship and I fail to see why I should be financially responsible to correct it? I paid for quality merchandise and workmanship and I obviously have not received it. As stated in the original complaint, National's workers when they came to do the re-install, stated categorically they would return if there further problems and not mention of an additional charge was made.
We want to make this right, which is our goal. We want you to be satisfied with the product you are receiving, that is why we have a policy of remaking that counter top if any portion is made incorrectly. We do apologize for the mistake happening but we are truly trying to make it right. Upon you refusing to have the counter top remade Jim, in the interest of customer service, offered you a discount. We are also willing to look at the counter top to see if there is anything that can be done to fix the issue without removing or remaking the top. Our owner Chris King is more than willing to stop at your house to look at the top to determine if it can be fixed. Please let me know what days and times are convenient for you. Feel free to email me at Thank you,[redacted]
I am rejecting this response because:
From: Date: Tue, Apr 10, 2018 at 11:18 AMSubject: Fwd: You have a New Message from Revdex.com Serving Akron Ohio, Complaint #[redacted]To: First off the installers only asked me to come look at the job after they completed install of the piece. They also stated they need to talk to mgmt about the incorrect dimensions and only knew things were incorrect after they installed it fully! they did not measure dimensions or check before installing or even allowed me to have the room to measure the piece while they were working. That’s when they told me to call Kim who was off and immediately call him and spoke to him and he never told me to have the installers take the granite back with them that they installed or any instructions on what do to bc he had to look into the templating. So [redacted] me accepting the install is a lie. What was I supposed to do? Tell your guys I wanted to Go in their truck and measure the piece before they started any work? I could not be any clearer that your company will never do work at my house again and not just because of your poor craftsmanship hit b cause of how you are treating me. I didnt even get a phone call to discuss the refund options or apology from JIm or you [redacted]! You guys actually losing future business from my referral sources as well. Maybe you treat your contractors differently then just small individual buyers like me however this experience shows you do not care about doing right for the customer I am simply a number.Yes Jim offered a $150 refund less than my request of $395. JIm made me give a dollar amount first and then he came back with a lesser amount. Furthermore I’m keeping the piece cut wrong and your company in order to give me the $150 credit not my full $395 request credit wants to take away the warranty on the granite. That is just pathetic and shady. You admit your company made a mistake give me my requested refund or give me the owners number so I can show them all them the emails and lack of customer service you provide to your neighborhood buyers. Reading your page it’s a family business right? It isn’t reflecting in your customer service.[redacted]Sent from my iPhone
I am rejecting this response because: I have nearly square feet of carpeted surface in this condo, the majority of it installed before the work National did None of it has required a return visit This is a household of so there is no reasonable explanation for this bunching and gathering of a wall to wall carpet In my years I have never before encountered this problem The furniture in the room where National installed the carpet has not been moved since they were last here This is obviously a case of either a defective product or inferior workmanship and I fail to see why I should be financially responsible to correct it? I paid for quality merchandise and workmanship and I obviously have not received it As stated in the original complaint, National's workers when they came to do the re-install, stated categorically they would return if there further problems and not mention of an additional charge was made
The customer is correct, the top was made incorrectly but upon it being discovered the customer accepted the installWe requested to remake the top; the customer refused and requested monetary compensationAt that the point the Sales Manager gave a couple of optionsI have attached the
email chains for reviewPlease let me know if additional information is required.Thank you,*** ***Director of Operations330-721-ext
Mr*** did in fact call on 1/and he spoke to our Sales ManagerMrFoester explained that in he purchased carpet and that sometime after the install, within the first year, the carpet needed to be re-stretched and that we came out to service his carpet and that he was
satisfied with the end result and wished to have this service againOur Sales Manager informed Mr*** that we offer a one warranty on all of our installs but his warranty expired in August of and that we would be happy to come out and re-stretch his carpet but that there would be fee for this serviceMr*** was not happy that he would have to pay for this service and informed the Sales Manager that he was going to file a complaintWe are more than willing to come out, inspect, and service his carpet but there would be fee associated with this service, as he is outside of our one-year warranty
Initial Business Response /* (1000, 15, 2015/09/10) */
Ms. [redacted] was in fact issued a refund on July 27, 2015. It was sent to her via US mail. The installer in question was sent to anger management and is on a special supervisory probation by our installation manager. The helper has been...
reassigned so that he no longer works with the installer. We've attempted to contact Ms. [redacted] by phone a number of times to confirm that she received her refund and to share this information with her. We've also left two messages, but she has not returned our calls. We have remediated the situation fully but would still be happy to discuss it with her.
Initial Consumer Rebuttal /* (2000, 17, 2015/09/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The refund was indeed received, but it was after the complaint was filed. Please keep in mind that I waited two months to file the complaint and numerous attempts to reconcile via phone and in person at the Medina store.
I apologize for not returning the phone call as I have just returned from vacation. I spoke with Phil G[redacted] today.
I have been assured that the installer in question has received some instruction/training regarding his behavior and has been working toward making a change.
I am rejecting this response because: I have nearly 2600 square feet of carpeted surface in this condo, the majority of it installed before the work National did. None of it has required a return visit. This is a household of 1 so there is no reasonable explanation for this bunching and gathering of a wall to wall carpet. In my 68 years I have never before encountered this problem The furniture in the room where National installed the carpet has not been moved since they were last here. This is obviously a case of either a defective product or inferior workmanship and I fail to see why I should be financially responsible to correct it? I paid for quality merchandise and workmanship and I obviously have not received it. As stated in the original complaint, National's workers when they came to do the re-install, stated categorically they would return if there further problems and not mention of an additional charge was made.
We want to make this right, which is our goal. We want you to be satisfied with the product you are receiving, that is why we have a policy of remaking that counter top if any portion is made incorrectly. We do apologize for the mistake happening but we are truly trying to make it right. Upon you refusing to have the counter top remade Jim, in the interest of customer service, offered you a discount. We are also willing to look at the counter top to see if there is anything that can be done to fix the issue without removing or remaking the top. Our owner Chris King is more than willing to stop at your house to look at the top to determine if it can be fixed. Please let me know what days and times are convenient for you. Feel free to email me at Thank you,[redacted]
I am rejecting this response because:
From: Date: Tue, Apr 10, 2018 at 11:18 AMSubject: Fwd: You have a New Message from Revdex.com Serving Akron Ohio, Complaint #[redacted]To: First off the installers only asked me to come look at the job after they completed install of the piece. They also stated they need to talk to mgmt about the incorrect dimensions and only knew things were incorrect after they installed it fully! they did not measure dimensions or check before installing or even allowed me to have the room to measure the piece while they were working. That’s when they told me to call Kim who was off and immediately call him and spoke to him and he never told me to have the installers take the granite back with them that they installed or any instructions on what do to bc he had to look into the templating. So [redacted] me accepting the install is a lie. What was I supposed to do? Tell your guys I wanted to Go in their truck and measure the piece before they started any work? I could not be any clearer that your company will never do work at my house again and not just because of your poor craftsmanship hit b cause of how you are treating me. I didnt even get a phone call to discuss the refund options or apology from JIm or you [redacted]! You guys actually losing future business from my referral sources as well. Maybe you treat your contractors differently then just small individual buyers like me however this experience shows you do not care about doing right for the customer I am simply a number.Yes Jim offered a $150 refund less than my request of $395. JIm made me give a dollar amount first and then he came back with a lesser amount. Furthermore I’m keeping the piece cut wrong and your company in order to give me the $150 credit not my full $395 request credit wants to take away the warranty on the granite. That is just pathetic and shady. You admit your company made a mistake give me my requested refund or give me the owners number so I can show them all them the emails and lack of customer service you provide to your neighborhood buyers. Reading your page it’s a family business right? It isn’t reflecting in your customer service.[redacted]Sent from my iPhone