Sav-a-lot Flooring Outlet

Initial Business Response /* (1000, 9, 2015/11/16) */
In response to Mr. [redacted] complaint on our customer service we have repaired his carpet twice at our expense due to the fact that the issue with his carpet was not manufacturer related. The carpet was repaired in the corner of the bedroom door...

ways up against the door casing. The seam was in tact and had not came apart. Mrs. [redacted] had stated the issue was that carpet fiber was missing in spots. When the first repair was done the installer reported that he felt it had been caused by the two dogs that live in the house. He cut a square out and replaced the area that had been damaged. We never see carpet fiber missing up against a door casing if there is a manufacturing defect. It is usually in traffic areas. The second repair was done by a different installer due to our very busy schedule. This installer reported the same thing that it was an unusual repair most like caused by pets scratching at doors when doors are closed. We paid these installers for service repairs even though damage was done out of our control. Sav-A-Lot Flooring does take pride in our service and quality installation.The original installer has been in the business for over 20 years. I do regret that we could not get to the [redacted]'s repair sooner but to pull any of our installers off of scheduled jobs that have been waiting for 3-4 weeks is very hard. The [redacted]'s were ask if they could be patient and wait for a short day for one of the installers which Mrs. [redacted] agreed to. We do appreciate their business and the total of the job was not well over 5,000.00 it was exactly $3,385.64. Regardless every job big or small is important to us and that is how we treat them. We have repaired Mr. [redacted]'s doorways and we feel that we have done all that we can do.
Initial Consumer Rebuttal /* (3000, 11, 2015/11/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Sav-a-Lot did (finally) repair our carpet but only after a month of their failure to return our phone calls and our repeated attempts to contact them and obtain from them a time frame. This happened both times that repair was required. I'm no carpet expert, so I don't know whether there was an issue with the manufacture or installation of the carpet, but carpet once installed correctly should not just come up within a short period of time. Regardless, my issue is not/was not with the actual repair but with the total lack of responsive and very poor customer service. I absolutely agree that Sav-a-Lot has now done what they can do to resolve the issue, but it shouldn't have required us to invest hours of time begging them to respond to our issue. Thanks.
Final Consumer Response /* (450, 12, 2015/11/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Sav-a-Lot did (finally) repair our carpet but only after a month of their failure to return our phone calls and our repeated attempts to contact them and obtain from them a time frame. This happened both times that repair was required. I'm no carpet expert, so I don't know whether there was an issue with the manufacture or installation of the carpet, but carpet once installed correctly should not just come up within a short period of time. Regardless, my issue is not/was not with the actual repair but with the total lack of responsive and very poor customer service. I absolutely agree that Sav-a-Lot has now done what they can do to resolve the issue, but it shouldn't have required us to invest hours of time begging them to respond to our issue. Thanks.