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Roy Lomas Carpet Contractor, Inc.

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Reviews Roy Lomas Carpet Contractor, Inc.

Roy Lomas Carpet Contractor, Inc. Reviews (2)

No longer a company I can recommend. Have used Roy Lomas for over 30 years for various locations and projects. Over the last year, dealing with Roy Lomas has become extremely arduous and devoid of customer communication and follow-through. They repeatedly fail to return calls, missed scheduled appointments, and have lost our paperwork. I have worked with these guys for over 30 years however because they are "not computerized", they lack any organization and prior customer data. I have chased them again recently trying to get someone back out to "re-measure" for a whole house project because they lost measurements from a visit a few months ago. There not only is a complete lack of organization with this company but there is also a complete breakdown in communication. When I called again, I repeatedly explained someone had been out previously, they had been my carpet and hard floor vendor for over 30 years, and I am frustrated that I am unable to get this project completed. The sales person I spoke to over phone was extremely indifferent and could care less, suggesting I stop by showroom again? Huh? I tried to explain again we have already done that many times and now I need someone to measure again because they lost paperwork and measurements. He said "NO", won't send someone out until we stop by showroom. Guy was completely clueless and just wasn't listening. Roy Lomas used to have their act together but they no longer do. Beware of this company as they NO LONGER care about their customer service!

Review: On June 5 Roy Lomas Carpets came out to install a carpet in my bedroom. Upon arrival, I told the men that I had just painted the room and that they should be careful not to damage the walls. About half way through the job, one of the men asked me to use my vacuum cleaner. He said his was not working properly. Hesitantly, I gave it to him to use. I felt that this was extrermely unprofessional on their part. He vacuumed a small portion of the mess they made and said it was filling up the bag in my vacuum, so he couldn't finish the clean up. The room was a total mess! The guys never asked me to inspect the job before they ran off. After they left, I noticed long threads of berber carpet from the hallway that they had ripped up to put in the bedroom carpet. They had left the threads like that and didn't trim at all around the doorway. Then I noticed all the scratches on the wall, along with knicks in several places on the wall. Needless to say, I was livid! I immediately called the company and spoke to the service manager, who had another man come out to assess the damages. He took pictures and went back to the office.

I was supposed to return to work that afternoon, but never made it back due to all the work I had to do when they left - touching up all the damage to the walls, trimming the excess around the doorway, and cleaning up alll their mess. I asked for a refund of half the cost of the job, since the carpet cost around $340 and the service and installation was around $348. (I can provide a copy of the invoice, if necessary.) I also lost a half days pay, which is included in my reason for wanting this refund.

I was told a couple days later that they would give me $75, which I let them know I wasn't satisified with. Two days later, they informed me that the most they would pay me was $100. I called back again and left a voice mail for the Service Manager's boss, letting him know that I will get my lawyer involved if necessary. That was today, Friday, June 14. I am waiting to hear back from him.

I will NEVER deal with this company again.Desired Settlement: I want a refund of half the cost of the job, which was approx. $688.

Business

Response:

We have reviewed all the documents with [redacted]'s claim. It is our opinion that her claim is an exageration of the facts. Regarding her issues with the installation, we sent out a service technician to address her concerns. He found two very minor issues and resolved them. Regarding the walls, again we sent out another technician. He found very minor scratches and offered to fix them. She declined. Regarding her taking a half day off from work, this was her choice. We would have worked around her schedule.

As a goodwill gesture, we offered to give [redacted] $100 off of her sale price. She declined. We feel that her request for half of the sale price is unreasonable and decline this offer of settlement. Please tell her to have her lawyer contact us, if she still feels that it is necessary.

We are fully committed to customer satisfaction. That is why we have been in business since 1955...and continue to be a leader in the floor covering industry. A vast majority of the time we resolve our issues with our customers. [redacted] is one person we could not satisfy. That is unfortunate and wish her well with future contractors.

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because: Their response seems to be saying that they sent out 2 techincians to fix the problems. Only 1 came out, and his idea of wiping the scratches off my walls with a wet paper towel did not work for all the scratches. If he had stayed long enough, he would have seen that when the wet marks dried - the scratches were still there. So I had to touch up 3 walls with paint. There were also a couple knicks on the walls, which I had to fill before repainting. So they are not correctly representing what actually happened. The proper trimming of the carpet was not done either. The techinican had to fix that problem also. And the fact that they asked to use my vacuum cleaner was totally unreasonable, and then still left a mess in that room and up the stairs. I am not exaggerating anything that happened.

As far as their so-called superior customer service, it's VERY evident by all the reviews out on the internet about Roy Lomas Carpets that there are MANY people out there who find them unreliable, unprofessional, and not a company they would deal with again. I have purchased carpet from them a number of times in the past, but will never do it again. Their level of customer satisfaction has gone down a lot over the last several years. I am adding my reviews to those already out on the internet,.

Regards,

Business

Response:

Unfortunately, we do not see an agreement on the facts. We wish [redacted] well and consider this matter closed.

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Description: Carpet & Rug Dealers - New, Hardwood Floor Contractors

Address: 2150 Detwiler Rd, Harleysville, Pennsylvania, United States, 19438-2931

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