Reliable Color, Inc.

To Whom It May Concern:[redacted] has been a customer with Panhandle Carpet One on more than one occasion, the job his complaint is about was for his mother, [redacted].  I have attached the invoice for your review.  I have attached the pictures for you to review also.  [redacted]...

called to say her carpet had a hole where she could see the backing in it that she was concerned about.  We tried looking in the computer to see when she purchased it.  We looked under her name and also [redacted]s, and did not find where they had purchased any carpet.  We explained this to [redacted] and said we would be happy to help, we just needed a receipt.  Two days later her son called back, angry, and said they did not have a receipt because they bought it from Jason D[redacted], he installed it and they paid him cash.  They purchased Luxury Vinyl Plank (396 sq. ft) and a piece of vinyl (88 sq ft) at the same time according to Chad.  They paid with a credit card for the vinyl and the planking.  They said Jason must have sold the carpet from "under our nose"and installed it himself. So we asked for a cleaning receipt, which is needed for warranty work, and they didn't have that either.  She cleaned it herself with a rug doctor.  None of this was making sense until the complaint stated they knew Jason personally.   Our installation manager went to the home to inspect it, at which time he noticed the door with tore up also, she stated they weren't concerned about that.  It looks to be an animal problem, the area was also wet.  When our installation manager asked about moisture she said it was never wet, he pointed out it was wet right then. Jason has not been with us for some time now, he was a sales person for us not an installer.  I believe he was a friend of theirs and they know exactly what they are doing.  Customer service is our top priority so we are replacing the carpet and paying the labor, so they are receiving this room of carpet at our expense, not once but twice