Potamkin Cadillac-Buick-Chevrolet-Geo, Ltd.

Rite Rug Company would like to submit the attached information on this complaint.  This claim is declined,  based on the results of the inspection report on 5/8/2017 from the independent, certified inspector, “[redacted]:“CONCLUSION:”“No manufacturing deficiencies were found.  There is no wear.  “Wear” is defined in the industry as the actual loss of the caret face fiber through normal abrasion (walking).  I did not find any evidence of fiber loss.  The texture retention is good.  Texture retention is not the carpets ability to keep its new like appearance of the pile.  Texture retention is the ability of carpet’s tufts to retain their visible shape, as measured by the degree of busting, opening, or untwisting of the tufts at the surface of the carpet.  Texture retention warranties generally cover excessive loss of texture from foot traffic resulting in tuft bursting, opening or loss of twist which cannot be corrected.  This was not found.”“The carpet is crushing and matting in traffic areas and in areas of repetitive use due to the unavoidable pivotal foot traffic, soil, along with specific local usage and maintenance of the carpet within this home.”“The moderate to heavy soil is adversely contributing to the carpets appearance.  Soil is made up of a multitude of components, many of which can impregnate fibers, can permanently dull the yarn, and will cause abrasive damage to the fibers.  The amount of soil that was easily lifted from the carpet does suggest that this carpet can be cleaned better and the appearance can be improved.”“It is inherent that the surface texture of any carpet will change to some degree in heavy traffic areas, on carpeted stairs, and in areas of concentrated, pivotal, or restricted use.  The degree of change will vary depending upon the construction of a particular carpet along with the specific use and maintenance of the material within a particular home.  It should be noted that carpet will make its largest change in appearance during the first few months of use.    Carpet installed on stairs and in areas of abnormal foot traffic will crush at an advanced rate.  Such areas are generally excluded from the manufacturer’s warranty.  Some change in texture, tip bursting, pile crush and yarn layover are inherent conditions that will occur in all carpets to some degree.  The manufacturer’s warranty does not allow for some change in texture, which is considered normal wear and tear.  The performance exhibited by this carpet is consistent with the characteristics of its construction i.e.: yarn, yarn size, yarn face weight, gauge, and density.For your review, we are also enclosing the following:Pictures from the inspection report.Copy of “THE CARPET AND RUG INSTITUTE”  “Carpet Maintenance and Troubleshooting Technical Bulletin” on “Texture Appearance Retention, Crushing, Matting & Wear”Copy of the letter dated “May 15, 2017”  from “Rite Rug Co.”  to “[redacted]”  4450 Poth RoadWhitehall, OH 43213614-573-4202www.riterug.com

Rite Rug will schedule an appointment to add additional stain and coat to the area under the refrigerator.   The 12 month warranty on this job expired in June 2016.  Therefore, we cannot offer anything further on this job.

As a consumer goodwill gesture,  Rite Rug  will cancel the contract on this special order merchandise with no restocking fee.

1/12/2015    Rite Rug  will contact an independent, certified inspection service (at our expense) to meet with the customer to evaluate  the "snags"  in the carpet.  A copy of the inspection report will be sent to your office upon completion.

Rite Rug Co.  turned this complaint over to the flooring manufacturer, [redacted] for their evaluation/decision.  [redacted] contacted an independent, certified inspection service and the manufacturer is evaluating samples on this flooring.  As soon as we...

receive the results of the reports we will forward them to the homeowner and to your office.

Rite Rug Company agreed to pay the plumbing bill submitted by Mr. [redacted].  However, Mr. [redacted] refused to sign the claims release we sent.  Our policy requires a signed release on adjustments of this nature.

4/17/2017  Rite Rug company contacted & referred this issue to the carpet manufacturer, Engineered Floors LLC.   The customer will be contacted, by the manufacturer to set up an appointment to evaluate their carpeting.  Results of this evaluation will be sent to Rite Rug,  as...

soon as they are available.  We will forward the results to your office upon receipt.

I am rejecting this response because:Poorest response and never gave straight answer. They are all training very well to be nice and give answer you need. I even got a call from a young lady at corp. and she...

well trained to be very nice and give the answer you need. It appears to be off their plates and moving on. The installer was guided to install an additional 18" to the shorted piece I received, so in turn I would have had two seams. The office said it would take two more week to get the in-stock carpet or put what I have in. Though if installed and I was not satisfied they pointed out that I was the one that ok'd the install of the patch. 
Regards,[redacted] & [redacted]

Here are the photos of the floor and picture of damaged wall. I also have a VM from Sales rep saying my request can be addressed and I have a copy of the paint project totaling 1,300. Thanks, [redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted] [redacted]

Rite Rug's Customer Service Department contacted this customer, scheduled and completed the  job finish-up.

Rite Rug Company sincerely apologizes and regrets the issues described in this complaint.  Our Customer Service Department is working with the customer along with the flooring manufacturer,  [redacted] to resolve the issues.  The flooring manufacturer sent out an independent...

inspection service to evaluate the flooring on 3/29.  We will advise the customer along with your office on the results of this evaluation.

5/31/2017As a policy adjustment, due to installation issues,  Rite Rug will authorize an adjustment on the labor charges.  As requested by Mr. [redacted].  Our office will send a claims release form and upon the signed release,  we will process the adjustment.

I can write a book about my unpleasant interaction with Potamkin from the moment my vehicle was delivered to me to this day, but for the sake of brevity and in order to be of service to future potential customers of Potamkin I will try to keep my review brief and concise.

I am a business owner and my time is extremely valuable. It is therefore that I looked for a dealership that would be able to satisfy all my requirements in a professional manner. I was referred to Potamkin by a friend who is in the leasing industry. He told me that they are a competent and professional business where customer service is at the pinnacle of their business code. Expecting great customer service, I couldn't have been more disappointed.

My initial interaction with the staff was pleasant. They showed a willingness and enthusiasm to take me on as a customer. I wanted to get a luxury vehicle to suit my personal and business requirements. I've had my eye on the newly remodeled 2015 Escalade which was debuted a mere days before I contacted the dealership. The vehicle was delivered with the specifications I ordered in due time and that's where everything changed. My dealings with Potamkin has been a living nightmare since.

A couple of months after I received the Escalade I started experiencing vehicular software problems. In addition some of the features that I had custom ordered, and which I shelled out a pretty penny on, ceased to function properly. I turned to the dealership and they suggested I bring in the truck for service. I left the truck at the dealership for a weekend, since I cant afford to be without a vehicle during the work week, with the promise that the vehicle will be in operational condition by the next week.

My first order of business for the Monday morning after was to pick up my vehicle, naively expecting that it will be all fixed and ready for me to be picked up. To my great dismay, upon arrival at the dealership the vehicle was not fixed. The first "excuse" I received was that since its a brand new vehicle which runs on a new software OS they need more time to figure out the defects that my car had. I accepted that as a valid excuse but I was incensed at the tardiness with which they handled it, I wasted 3 hours just to get to the dealership when a simple phone call or email over the weekend could have avoided me having to waft through [redacted] during the morning rush hour. When I expressed my disappointment at the lack of communication I was told that a representative attempted to call me but couldn't reach me... This was a blatant lie as I never received a missed call from the dealership, neither a voice mail. And besides that, to the best of my knowledge an email can be sent to a "unavailable" person at any time.

I can go on and on in paragraph after paragraph detailing the clumsiness and at times complete lack of business ethics and acumen with which Potamkin operates, but in an effort to keep this review somewhat short Ill just state the rye facts which transpired thereafter.

I was left without my truck for another week, after I was told that it will only take another day to fix. I was finally told that I can come pick it up. Within a week of picking it up the issues I was experiencing before the service call returned and this time I had 2 new issues which seemingly, without getting too technical, to be a product of the mechanic butchering the repair due to basic incompetence.

I have been in and out of Potmamkin for service for the past half a year. I was lied to, deceived, charged for services that wasn't delivered. At one of my service trips to Potamkin I paid a thousand dollars for a repair, I sit into my car and to my astonishment the repair was simply not done!! At another visit the manager had the audacity to insult my intelligence and tell me that "its my fault". I've never had such a bad experience with any business I have dealt with. To insinuate that I was intentionally or even if only unintentionally breaking my car was a new level of abuse I would have never imagined possible. I assume, and this is only a unverified assumption, that the dealership lacked the technical knowledge on how to fix my car which is why they came up with all kinds of creative lies and excuses to avoid admitting incompetence.

I have wasted hours in unproductive work days, money and fees for undelivered services basically due to a lack of professionalism and honesty which should be the standard modus operandi of any business establishment.

I would not recommend anyone to deal with this dealership, and I would dissuade anyone who is entertaining to become their customer.

In addition, if Cadillac is serious about competing with the European luxury brands and they want a cut of the luxury car market they should look into cutting ties with dealers like Potamkin.