Phoenix Floors, Inc.

The sample of carpet that this customer chose her carpet from has on the front of it the name "[redacted] Floors" with their website address in smaller letters underneath their name. It is the standard practice of all carpet manufacturers to stamp their name in big, bold letters in front of their sample...

boards. On top of this particular sample which I showed this customer the name of the style of the carpet appears in print plainly for a person to see, it says:      E0018 See The World III (S) 12' & 15' E0016 See The World II (S) 12' & 15'E0014 See The World I (S) 12' & 15'The I, II, and III designates that the carpet is available in three densities and the 12' and 15' designates that this product is available in twelve and fifteen foot widths. The length is determined by the need of the customer. Also, the cover of this sample has three pieces of carpet, one on top of the other, each measuring 17 inches wide by 22 inches long. This allows the customer to see the three different densities that are available in this product, and when any one of those pieces is flipped over one can see that it is plainly written for customers to see: [redacted] Floors and See The World I, II, or III, (conspicuous in the photos provided!)The invoice which we sent to her which she happily paid, without any reservation, concern or complaints  following her satisfaction with the product and installation plainly says "See The World III" along with the color she selected, again-conspicuous in the photo provided!If she felt, as her written complaint shows, that she received an inferior product than the one I showed her in the sample then why did she pay PHoenix floors without any reservation and I must add, quite promptly. Why did she not hold payment until the matter was cleared in her mind? Why did she not contact the Revdex.com then? Why wait over two years to mention it?She mentions that she had the carpet for only a few months when she started noticing wear in only one of the bedrooms. Okay! Obviously, by her implied admission the carpet was wearing well in the other bedroom!! Could it be that the bedroom that was showing wear is the more heavily used bedroom? Why did she not try vacuuming the carpet to help it spring up and to keep the minuscule dust particles from grinding the carpet down? Vacuuming would have taken care of most of this early matting! The fact that she doesn't mention vacuuming at all is evidence that she did not care for this product correctly! She said in her letter, “I finally got [redacted] to come look at the carpet and he said he would get a [redacted] representative over to look at it." The implication of this statement of course is that she had been trying to reach me immediately after she noticed the matting of the carpet in one bedroom. That statement and the implications of it are "highly:" inaccurate!! I didn't hear from this customer until I received a text, two years after the completion of her job, at about 10 pm one night asking me to come look at her carpet. I didn't know who this person was so I had to ask them to identify themselves and once she did then I remembered the job.I showed up promptly, a few days later at the day and time that suited her, at her convenience that is, which was at about 8pm. The carpet she had concerns for was not the [redacted] carpet!!!!!! It was the carpet in her Den, which I also sold to her at the same time she bought the [redacted] carpet for the bedrooms. Her Den carpet is a loop berber from a different manufacturer, "[redacted]" is their name. She never once mentioned the [redacted] carpet of the bedrooms. There was no concern for her bedrooms carpet! The issue, by her own words, was that her cat had clawed at the loop carpet where it met her hardwood floor and had caused it to delaminate badly. It was about 36 inches wide and three inches deep where the cat had separated the carpet from its backing and out from under the wood transition that covered the carpet and wood simultaneously. Also the cat had clawed at the entire length of the seam in the carpet which was approximately 12 feet long or more and pulled fibers up making the seam look like an agricultural corn row.As a practice, [redacted] floors does not repair carpet damaged by a pet because many customers  feel that once you fix it that it becomes the company’s responsibility for the damaged carpet to hold up as if it were never damaged. [redacted] floors will not accept that liability. However, I gave her the name and phone number of a free lance carpet installer that specializes in repairs of this nature. I also gave her a firm idea of how much this type of repair would cost her, approximately 120 dollars I said.Our meeting lasted about 45 minutes, she thanked me, and we shook hands and parted. Never once did she mention the [redacted] carpet in the bedrooms!!A few months after that meeting, she texted late again and asked me to come by and look at the bedroom carpets that she felt it was not wearing well. I asked her to send me a few photos of the area in question. She said ok, but never sent the pictures. About 10 days later, after several of my requests via texting, she texted two photos. It was "IMPOSSIBLE" to tell from the photos that anything was wrong with the carpet!!Nevertheless, I showed up at her house the day and time she requested which happened to be at about 8:30pm. Her husband was there as well and they both were very cordial. We walked upstairs and she showed me the area in question which is about a 2 feet by 2 feet square right at the door going into the master bedroom from the hallway wood floor. It was obvious to me that there was nothing wrong with the carpet but she insisted, in a nice way, to contact the [redacted] representative and bring him by. I said that I would get him there and we ended the conversation. I did make mention that putting in a claim does not cost us anything and that I was glad to do it. Afterwards I asked them if the flooring installer had come buy and fixed their Den carpet from the first call. She said that he had not made it by their house but her husband quickly said that he had fixed the Den carpet that the cat had damaged and I said, fantastic! Shortly thereafter, I left and came home for the day.She mentions in her letter that she found out that evening that she had bought [redacted] carpet. This statement is not accurate either! When we looked at the sample of carpet, the [redacted] name is splattered on the front of the sample board and on the back of the pieces of carpet themselves. In addition, if she hated [redacted] carpets at the time she bought the carpet, why did she not make it known? She never said a word about it. Should she not have spoken up?In her letter she said that [redacted] carpet has a horrible reputation and that I lied to her to make a sale.Someone needs to explain to this lady the meaning of slander and its ramifications!The [redacted] representative has a vast territory to service and we have access to him when he comes to this part of the state. He is usually in our area on a monthly basis. About two weeks after my last meeting with this customer and her husband she sent me a highly insulting text, accusing me of deceiving her into buying [redacted] carpet and somehow hypnotizing her into compliance!! I despise being called a liar!! Especially when it is the customer committing such infraction!After her slanderous text this customer's complaint was handed to [redacted], the owner of Phoenix Floors. He arranged with the [redacted] representative and this customer to come by the customer's house on June 1, 2016 but the day before this meeting took place this customer cancelled the meeting. Now Mr. [redacted] is waiting for the [redacted] representative to advise him of his next visit to [redacted] so he can line up a second attempt to meet this customer at her house.My assessment of the situation is that this customer has buyer's remorse and is attempting to demonize me personally to the Revdex.com and the company in which I am employed just to get her way!Kindly,[redacted]

Review: [redacted] (owner) sold me carpet and led me to believe I was getting top of the line carpet and never once told me what brand of carpet or which manufacturer he used. On the invoice that I got after the carpet was installed it never listed what I was getting either. It only had the color and pad and how many square feet. The carpet samples he brought over were amazing and I feel like what he showed me and what I actually bought were two different things. I had the carpet for only a few months and it was already showing signs of wear in one of the bedrooms. I finally got [redacted] to come look at the carpet and he said he would get a [redacted] representative over to look at it. That's when I found out I bought [redacted] carpet (I know that brand has a horrible reputation) so I was sad to find that out. I have read the complaints on [redacted] carpet online. [redacted] will not respond to my calls or texts. So I feel like I was lied to to make a sale. That sale amount was ^6,826.00 for carpet in 3 bedrooms and one family room!Desired Settlement: I want my money back for at least the bedrooms so I can go somewhere else to buy good carpet! The amount in the bedrooms with labor is $2,567.00!

Business

Response:

The sample of carpet that this customer chose her carpet from has on the front of it the name "[redacted] Floors" with their website address in smaller letters underneath their name. It is the standard practice of all carpet manufacturers to stamp their name in big, bold letters in front of their sample boards. On top of this particular sample which I showed this customer the name of the style of the carpet appears in print plainly for a person to see, it says: E0018 See The World III (S) 12' & 15' E0016 See The World II (S) 12' & 15'E0014 See The World I (S) 12' & 15'The I, II, and III designates that the carpet is available in three densities and the 12' and 15' designates that this product is available in twelve and fifteen foot widths. The length is determined by the need of the customer. Also, the cover of this sample has three pieces of carpet, one on top of the other, each measuring 17 inches wide by 22 inches long. This allows the customer to see the three different densities that are available in this product, and when any one of those pieces is flipped over one can see that it is plainly written for customers to see: [redacted] Floors and See The World I, II, or III, (conspicuous in the photos provided!)The invoice which we sent to her which she happily paid, without any reservation, concern or complaints following her satisfaction with the product and installation plainly says "See The World III" along with the color she selected, again-conspicuous in the photo provided!If she felt, as her written complaint shows, that she received an inferior product than the one I showed her in the sample then why did she pay PHoenix floors without any reservation and I must add, quite promptly. Why did she not hold payment until the matter was cleared in her mind? Why did she not contact the Revdex.com then? Why wait over two years to mention it?She mentions that she had the carpet for only a few months when she started noticing wear in only one of the bedrooms. Okay! Obviously, by her implied admission the carpet was wearing well in the other bedroom!! Could it be that the bedroom that was showing wear is the more heavily used bedroom? Why did she not try vacuuming the carpet to help it spring up and to keep the minuscule dust particles from grinding the carpet down? Vacuuming would have taken care of most of this early matting! The fact that she doesn't mention vacuuming at all is evidence that she did not care for this product correctly! She said in her letter, “I finally got [redacted] to come look at the carpet and he said he would get a [redacted] representative over to look at it." The implication of this statement of course is that she had been trying to reach me immediately after she noticed the matting of the carpet in one bedroom. That statement and the implications of it are "highly:" inaccurate!! I didn't hear from this customer until I received a text, two years after the completion of her job, at about 10 pm one night asking me to come look at her carpet. I didn't know who this person was so I had to ask them to identify themselves and once she did then I remembered the job.I showed up promptly, a few days later at the day and time that suited her, at her convenience that is, which was at about 8pm. The carpet she had concerns for was not the [redacted] carpet!!!!!! It was the carpet in her Den, which I also sold to her at the same time she bought the [redacted] carpet for the bedrooms. Her Den carpet is a loop berber from a different manufacturer, "[redacted]" is their name. She never once mentioned the [redacted] carpet of the bedrooms. There was no concern for her bedrooms carpet! The issue, by her own words, was that her cat had clawed at the loop carpet where it met her hardwood floor and had caused it to delaminate badly. It was about 36 inches wide and three inches deep where the cat had separated the carpet from its backing and out from under the wood transition that covered the carpet and wood simultaneously. Also the cat had clawed at the entire length of the seam in the carpet which was approximately 12 feet long or more and pulled fibers up making the seam look like an agricultural corn row.As a practice, [redacted] floors does not repair carpet damaged by a pet because many customers feel that once you fix it that it becomes the company’s responsibility for the damaged carpet to hold up as if it were never damaged. [redacted] floors will not accept that liability. However, I gave her the name and phone number of a free lance carpet installer that specializes in repairs of this nature. I also gave her a firm idea of how much this type of repair would cost her, approximately 120 dollars I said.Our meeting lasted about 45 minutes, she thanked me, and we shook hands and parted. Never once did she mention the [redacted] carpet in the bedrooms!!A few months after that meeting, she texted late again and asked me to come by and look at the bedroom carpets that she felt it was not wearing well. I asked her to send me a few photos of the area in question. She said ok, but never sent the pictures. About 10 days later, after several of my requests via texting, she texted two photos. It was "IMPOSSIBLE" to tell from the photos that anything was wrong with the carpet!!Nevertheless, I showed up at her house the day and time she requested which happened to be at about 8:30pm. Her husband was there as well and they both were very cordial. We walked upstairs and she showed me the area in question which is about a 2 feet by 2 feet square right at the door going into the master bedroom from the hallway wood floor. It was obvious to me that there was nothing wrong with the carpet but she insisted, in a nice way, to contact the [redacted] representative and bring him by. I said that I would get him there and we ended the conversation. I did make mention that putting in a claim does not cost us anything and that I was glad to do it. Afterwards I asked them if the flooring installer had come buy and fixed their Den carpet from the first call. She said that he had not made it by their house but her husband quickly said that he had fixed the Den carpet that the cat had damaged and I said, fantastic! Shortly thereafter, I left and came home for the day.She mentions in her letter that she found out that evening that she had bought [redacted] carpet. This statement is not accurate either! When we looked at the sample of carpet, the [redacted] name is splattered on the front of the sample board and on the back of the pieces of carpet themselves. In addition, if she hated [redacted] carpets at the time she bought the carpet, why did she not make it known? She never said a word about it. Should she not have spoken up?In her letter she said that [redacted] carpet has a horrible reputation and that I lied to her to make a sale.Someone needs to explain to this lady the meaning of slander and its ramifications!The [redacted] representative has a vast territory to service and we have access to him when he comes to this part of the state. He is usually in our area on a monthly basis. About two weeks after my last meeting with this customer and her husband she sent me a highly insulting text, accusing me of deceiving her into buying [redacted] carpet and somehow hypnotizing her into compliance!! I despise being called a liar!! Especially when it is the customer committing such infraction!After her slanderous text this customer's complaint was handed to [redacted], the owner of Phoenix Floors. He arranged with the [redacted] representative and this customer to come by the customer's house on June 1, 2016 but the day before this meeting took place this customer cancelled the meeting. Now Mr. [redacted] is waiting for the [redacted] representative to advise him of his next visit to [redacted] so he can line up a second attempt to meet this customer at her house.My assessment of the situation is that this customer has buyer's remorse and is attempting to demonize me personally to the Revdex.com and the company in which I am employed just to get her way!Kindly,[redacted]