Pioneer Floors Carpet One, Inc

In response to Revdex.com complaint ID # [redacted]:                 We would like to address this complaint with evidence supporting the situation that took place with Ms. [redacted], and the products and installation we provided to...

her. We at Pioneer Carpet One Floor & Home, Inc would like to start out by saying that we take situations like this very seriously and have included every team member in the store in this serious concern to get it resolved as quickly as possible and at the easiest convenience to the customer. Ms. [redacted] had an installation job done, consisting of carpet and vinyl, back in December of 2016, where two pieces of the flooring we had installed in her home needed to be repaired after the job was complete. When we were notified of this concern, we immediately acted and made several attempts to call Ms. [redacted] by phone, to get this taken care of in a timely manner. However, after several staff members each made several attempts to contact her, we were unable to get a response from her or get her cooperation in finding a day and time that worked best to get the repair complete, partially due to Ms. [redacted] not having a voicemail box that had not been set up, so our staff were not able to leave her a detailed message. After a considerable period of time, Ms. [redacted] was unable to be contacted, and she was unable to provide us a day or time to come out and fix the issue at hand. Months have gone by, and we were recently made aware of the complaint she has made to the Revdex.com.                 We have every intention to resolve this issue, and make any repairs necessary, within our power, to ensure satisfaction with her new flooring. We value Ms. [redacted] and her experience with the business. We have reviewed her complaints and would like to provide some feedback and explanation of what had happened, in order to come to an understanding. Below are several claims made by customer, Ms. [redacted], as well as how Pioneer Carpet One Floor & Home, Inc has attempted to handle the concerns. Claims by [redacted] vs. Employees of Pioneer Carpet One Floor & Home, Inc ·         Statement made by Ms. [redacted]: “It started with them loaning out samples only to call us in the middle of the day requesting we bring them back right away because someone else needed them.” ·         Pioneer Carpet One Floor & Home, Inc Samples were checked out to Ms. [redacted] on 09/24, and were brought back by the customer in their own time. We offer free measurements and estimates to every customer, and we had set up a day for our head installer, Robert, to go out and measure her home. Robert had made two attempts to go out the property, and no one had showed up to the home to let him in. Robert had gone out to the home a third time to take measurements, and Ms. [redacted] had not decided on a product, so he left the samples with them and let them know to call if they had any questions or concerns. Ms. [redacted] returned the samples to the store, when they were done with them, on their own, and in their own time.  Here at Pioneer Carpet One Floor & Home, Inc our staff will make follow-up calls on all sample check-outs, however, that is only to ask if our customers have any further questions or concerns on the product(s).   ·         Statement made by Ms. [redacted]: “We were told four days before our flooring was to be installed that we needed to go pick up our flooring within the next day so our flooring could acclimate to our home” ·         Pioneer Carpet One Floor & Home, Inc Included in all services here at Pioneer Carpet One Floor & Home, Inc., is delivery to the home with no extra charge to the customer. We do not require any customers to ever pick up product or material that they have purchased. Our warehouse associates always deliver the product to the home when it is scheduled to be dropped off, at a day and time that works best for the customer. Our warehouse associate, Tim dropped off the product to the house of Ms. [redacted] days before the installation was scheduled to be completed. Tim brought back to the store with him a signed work order, with initials “DB” acknowledging that someone was there when the product was dropped off and signed for it. [redacted]’s boyfriend [redacted] is the person who signed for the product after it was delivered.       ·         Statement made by Ms. [redacted]: “The flooring guys left a mess outside our home and put holes in our drywall”... “they forgot to mention that this is normal and they aren’t responsible for the damages” ·         Pioneer Carpet One Floor & Home, Inc Ms. [redacted] had mentioned that she had hired a contractor to repair moisture damage to her walls inside of the house. On the day of the installation, our installers were informed the contractor would also be there when they were completing the flooring job, just so they were aware. When our installers arrived, there were holes in the drywall (pictures attached), and the Ms. [redacted]’s contractor advised our installers on the job, to “go ahead and finish your floors, don’t worry about patching up those holes, I will take care of them”. Our installers finished the job, with no extra damage done.  Pioneer Carpet One Floor & Home, Inc later learned from Ms. [redacted] that the contractor had been let go before completing his work.  While Pioneer Carpet One Floor & Home, Inc does admit there were a few problems with gaps in the vinyl coming apart, although we cannot be held liable for issues left by another contractor.  There were two pieces of flooring that needed to be fixed/replaced, which our installers would be happy to take care of but have been unable to get ahold of Ms. [redacted] to complete the repair.     ·         Statement made by Ms. [redacted]: “I tried calling the owner to get my floors fixed because no one will get back to me, he ignored my issues, talked over me, and brushed me off to his worker who never showed up to fix the problems in our flooring. That worker then gave my number to someone else, who I didn’t know, but that didn’t matter cause the new guy also didn’t show” ·         Pioneer Carpet One Floor & Home, Inc When Ms. [redacted] contacted our owner by phone, he informed her that he would be in contact with our head contractor here at Pioneer Carpet One Floor & Home, Inc., to get someone out there to the property to get these concerns resolved as quickly as possible. Our owner was then in contact with our head contractor, Robert, and Robert then got in contact with Ms. [redacted] right away to figure out what we could do to resolve this, and when.  Our installer on the job was also given her information to attempt to correct the concern, and Robert was under the impression that the installer and Ms. [redacted] were in contact and working together after Robert called Ms. [redacted] and she advised him she had talked with the installer and they were working on a date for the repairs.   As a follow up to this complain, as of today, 6/16/2017, our installer has contacted Ms. [redacted] and has been able to go to the home to correct any issues.  Today our installer was at Ms. [redacted]’s home and fixed all flooring issues and verified all gaps and issues with the vinyl had been corrected.  Ms. [redacted] was not able to be in the home during this time, however, her mother was home and agreed the vinyl flooring issues were corrected.  While on the job our installer did notice issues with the drywall and believed it seemed to be due to moisture damage. Attached are several pictures of our installer on the job 6/16/2017 with the flooring issues corrected. Pictures as mentioned above are attached below.   Please feel free to reach out to me with any additional questions or concerns on this matter. Elizabeth P[redacted] 326 Second  Ave South  Twin Falls, ID 83301 208 734-6015 [redacted]@pioneercarpetone.com