Rick's Discount Carpet & Floorcovering, Inc.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
Initially, I really wanted to work
this out and have the flooring installed.  In view of the fact that the
company put an unnecessary hold on the project in August 2008, taking our money
with no intention of installing the flooring, and the difficulties we have had
trying to get the flooring installed over the past few months, I have a
complete lack of trust in Rick's and am requesting a full refund. The 2008
flooring invoice indicates that we have paid $14,435.57 to be applied to the
flooring installation.  Since reviewing
the Rick's 'transaction' records for the deck completion, it appears that we
overpaid $2329 on the deck project in 2008.  This totals $16,764.57. I
just discovered this overpayment in early October 2014.  Because of their harassment about check
#[redacted], I went back and reviewed the transactions records.  Rick's has always known check #[redacted] was paid
in 2008 and that they accepted the overpayment in January 2009, but still tried
to force us to pay more money to get the flooring installed. Rick's Home Improvement does not even exist
anymore.
The response from the company
indicates that they are reading my blog where I have posted the Rick's
transaction receipts, paid flooring invoice and canceled check.  I will
include copies here for you to review.
Initially, before I filed the complaint with
the Fairfax County Consumer Affairs Department, I thought this could be worked
out.  But I see in the response that you forwarded, that they want to
install the flooring and charge a difference for the "current costs of
this work".  They seem to still be avoiding an honest and
straightforward response.  They have taught me not to trust what they
say.  At the very least, I cannot accept their response without
cancelation of the June 17, 2014. 
This is the hand written materials
list dated 8-23-2008 confirming that we ordered solid oak flooring in 2008. This
is the type of flooring we want.  I need to know that they are honoring the
original contract for the delivery of 45 cartons of the Bella Rosa/Meade solid
oak wood flooring and installation in all the rooms/areas specified in the
original contract - except the kitchen.  Underlayment is not specified in
this document and according to the manufacturer, must be put down before the
flooring is installed and needs to be provided by Rick's. 
I think it is only reasonable to
get these specifications in writing as part of the settlement if a refund
cannot be provided.  I also expect the family room floor to be leveled to
the height of the adjacent hallway flooring as part of the original flooring
contract, since the difference is visible to the human eye and obviously known
when they gave us the original estimate.  Since Rick's had no
justification to put a hold on the installation in 2008, there will be no
adjustment for current costs.   Since
Rick's will not be installing the flooring in the kitchen, they will be saving
on installation.  I am not working right now, which is why I have the time to spend on getting the flooring done.  I could not have done all this while I was working over the past few years.  I want to go back to work, but have to get this resolved first. 
I am as anxious as Rick's to resolve this
issue. I plan to picket the Rick's Manchester Lakes location and hand out fliers
with the blog and [redacted] links over Veterans Day weekend, but would rather have
this settled and take down my blog and reviews by then.   I thank you for
your assistance in resolving this matter.   Please let me know if you need further information.
Regards,
[redacted]

From: Jessica W[redacted] Date: Thu, Oct 8, 2015 at 4:07 PMSubject: Re: [redacted] Complaint ([redacted])To: [redacted] <[redacted]@myRevdex.com.org>[redacted],This customer purchased a white carpet and received a white carpet. The sample that they received 6 months prior to placing...

the order was different dye lot so of course the color was not going to be perfect. The color was in no way a beige. [redacted] allowed us to return the carpet because of their satisfaction guarantee. Stated on our contract we can not cancel orders once they have been processed. We offered to order a different dye lot of the carpet they picked out but they will not accept that. I do have a signature on the contract which states this policy.Thank you,Jessica

1/14/2014This letter is to respond to the last complaint with [redacted]. Her job has been completed to her full satisfaction.Thank you Jeanette P

If you are looking for flooring, please go else ware!!! My first impression when I walked into the store was good. They were very helpful in showing us the products and providing pricing. The issues we found with Rick’s were realized after we purchased the product. We found a product at another flooring store at a better price and wanted to cancel our order with Rick’s. Unfortunately, our contractor had already placed the order (without verifying with us). Not a fault of Rick’s…it is stated in their contract that all purchases are final once the order placed through the warehouse. They will not refund your money once you place the order, no matter what! When we called to cancel the order they said the order had already been shipped. We found out later by calling the warehouse that that wasn’t true. They could have cancelled the order but didn’t, instead they told us that it had shipped…again not true. Several months later we went back to Rick’s to use our $776.00 line of credit. We purchased tile flooring for our bathroom and hallway. We agreed upon a date to pick up the product (a week later). Arrived for pick up, product wasn’t on site for pick-up. Sales Rep said that they would personally deliver it by the end of the day. Never showed up and had to call back the next day. Again, they provided no explanation why they didn’t show up but said they would bring it by the end of the day again. They showed up and dropped off the tile but did not have the 50lbs of grout that was also on the order. She questioned my order so I had to show her my copy. She apologized and placed the blame on someone else. Someone else came back the next evening to drop off the grout but only brought 15lbs. I am still calling their office to receive the rest of my order….it is ridiculous! On top of that, the contractor that is placing the tile in our bathroom showed me that many of tiles are broken!!! Please don’t waste your time with this business!!! There are a lot of business in this area that provided a much better product and service!

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:The order was placed on the 28th of April, and was changed the very next day. They stated that we would be refunded the difference as soon as work was complete. Instead, it took almost two months of our constant calling and requesting a refund, including having the person that referred them go into the store in person to attempt to get our money back. This company kept 1500 of our dollars for almost two months, and only after extensive work on our side sent us a check. We have never received a discount for the trouble, or even the common courtesy of an apology from the company. We do not accept this response, as other potential customers should be aware of these shoddy business practices. If I had known it would take this much effort to get money returned for services not rendered, I would have never done business with them in the first place. Please tell me the Revdex.com recognizes this as an unresolved issue.
Regards,
[redacted]

Hi [redacted]
This...

customer was refunded check #[redacted] in the amount of $1595.50 on June 23,2014. It was originally a full carpet install and they later changed their minds and just did a repair.  We did not refund the credit card, we sent them a check.
Thank you

Review: On 28 Apr 2014 we were charged $2040.50 buy Rick’s Carpet and flooring to place a carpet order for our rental property. The next day we emailed and cancelled the order first thing in the morning and changed the order to cancel the carpet and repair the berber carpet instead. We spoke with them and were told that they would refund the difference once they did the work. We were told that the new cost would be less than 500. At this point after calling them on a weekly basis we have still been unable to get the billing issue resolved and they still have 2000 of our money and we have never received one receipt or even the courtesy of a return phone call.Desired Settlement: these charges need to be reversed immediately and in full.

Business

Response:

Hi [redacted]

I am extremely disappointed with this store. I put down a deposit of almost $800 to have sisal carpet put on my stairs. I made it very clear to the sales person that I wanted to do this rather quickly since my house was going to be rented to a couple with a baby and I was nervous about the slippery wood stairs. Long story short, after reading a lot of mixed reviews about sisal on stairs, I contacted the manufacture of the particular rug I ordered. The manufacture wrote me back and said that they did not recommend putting that rug on my stairs due to problems with tripping and falling. After reading that I called Rick's carpet to cancel my order. Well here we are many weeks later and they still have not credited my card! I keep contacting them and I keep getting the same lax response saying they will contact their finance dept again. What is going on here? Are they going out of business? Inwas even going to select another carpet, but I am taking my business elsewhere. I do not trust this business.

Review: We have repeatedly asked their Service Dept to correct the carpet/padding installation on the stairs without any response. Additionally, the padding delivered and installed is NOT the same as mentioned during the sales.Desired Settlement: Install proper padding around the edge of each stair.

Business

Response:

Hi [redacted]