Smart Carpet, Inc.

Complaint: ***
I am rejecting this response because: when I contacted them the second time for an appointment, they never said anything to me about a restocking feeNothing was listed or written in my contract eitherThen only when I said I was still upset about, the fact the salesman took it upon himself to make the decision to order white molding he kept telling me it was in my contractNothing was stated in my contract it was written on the installers paperworkHe even asked me why he ordered white when I have wood moldingThe installer is also the one who said they ordered the wrong molding to separate the roomsHe ordered the correct ones, but they were not in when the flooring was installedWhen I contacted the main office about a refund I got basically the run around with the mistakes their sales person madeWith regards to the refund they kept telling me it was put in the mailUnfortunately they lied and put the check in the mail on Friday two days later then when they told me they mailed itAlso I feel they took advantage of me because I am a woman and definitely overcharged for this flooringI still think they should refund me at least another, $due to the issues with the ordering, the rude service of the sales team and the fact the flooring is way over priced
Regards,
*** ***

On February 18, *** *** signed a contract with SMART Carpet and Flooring for the purchase and installation of Mohawk Smart Start carpet. It was installed on Apirl 4, 2015. (Copy of contract invoice #*** attached) At that time the customer signed the contractor ticket
agreeing that the materials and installation were satisfactory (Copy attached) On that same date she also signed a contract for the purchase and installation of additional Mohawk Smart Step carpets (invoice # *** - copy attached) This carpet was also installed on April 4, and again the customer signed a contractor ticket stating the materials and installation were satisfactory (Copy attached) Lastly, On May 9, 2015, *** *** signed a contract for the purchase and installation of Simplesse vinyl flooring (Invoice # *** - copy attached). This product was installed on May 23, and was signed off by the customer as materials and installation being satisfactory(Copy of document attached) On October 28, the customer emailed SMART Carpet to inform us that there was a inch bald spot in the carpetThat same day our claims representative, Diane M*** spoke with *** *** regarding the situation and he stated he would take photos of the carpet and send them to us so we could open a claim for the customer with the manufacturer and forward the pictures to themwe received the photos from the customer and forwarded them to Mohawk Industries on October 30, On November 2, Mohawk agreed to a replacement without having the customer having to go through the inspection process. Notified customer of the replacement authorization from the mill that same dayThe replacment carpet was ordered on and was installed on November(Customer again signed work ticket that product and installation were satisfactory(Copy attached)On January 2, sent SMART Carpet an email stating that her vinyl floor was scratched and was very unhappyOn January 4th,our claims representative called and left a message for customer to call us regarding the matter. At this time we have no record of the customer contacting us again despite the claim of attempts to reach us via email
In the Revdex.com complaint the customer complains of glue stains and lifting on the vinyl floorIf that is the case we're not sure why the customer signed off on the installation and then waited months to complain about thisIf the customer likes we can schedule an inspection of the vinyl flooring by an independent inspector to determine the nature of the damage to the floorAs far as the carpet goes...some the carpet has already been replaced by the manufacturer and the warranty supplied by the manufacturer is only for a one time replacement. If the carpet is not performing in areas other than where it was already replaced, we would once again be happy to file a claim on the customer's behalf. When the customer did, in fact contact us, we responded quickly and got a claim approved for the replacement of carpet.
In every purchase made by these customers they signed a flooring or carpet installation preparation form that clearly states that the products are warrantied by the respective manufacturers of that product .(Copies attached) We have already successfully filed one claim for this customer and are willing to have inspections performed on the remainder of the flooring to see if the manufacturers will warrant a replacement

Complaint: ***
I am rejecting this response because: The information provided by Smart Carpet is not accurateAfter months of heated conversations and the report given by their hired inspector(That's when the replacement came into to play, this was never an option the first few months of calls)The inspector informed Smart Carpet the floor needs to be replaced( It took months before Smart Carpet decided to send out the 3rd party inspector, because I would not settle for them piecing the floor back together and the carpet was a whole different heated issueI had to meet with other Smart Carpet employees to see and review the damage) They even tried to up sell me on a different floor, and when I refused to pay a thousand plus more, it took me months to finally get to the VP. The inspector noted the refrigerator was dragged across the flooring during and after the tiles were laidThe carpet on the steps is cut uneven and at an angleThe inspector stated this has to be replaced, and the cut on the step was done by a carpenter knifeThe kitchen kick step was not properly installed none of the corners were completed, there was an excessive amount of glue used which caused the tiles to lift by the door waysThe inspector took pictures of the damaged areasAt this point pictures will speak louder then wordsI was also told the tile I have is bought in bulk and is almost always available in the warehouse I just needed to call and set up a day for deliveryTo make matters worse, the installers carefully placed my area rug over the damaged area along with my other carpets by the entry way into the house and at the stepsThey also neatly stacked a few empty boxes next the refrigerator covering the large gaps were tiles were not joined together basically ripped apart by dragging the refrigerator back into placeMy very first phone call was to Jude our sales person, I had to wait a week or for him to come out and look at the damage, he stated to me don't worry we will take care of youAfter he noted the damage I had to wait about another 3-weeks to have another person review the damage and so on with people coming in many phone calls placed which puts us now in the month of MayYou can not by any means stretch carpet that is cut too short and on a angle when it should be squareI know for a fact carpet padding can not be stretchedThe pad is also cut on an angle and too short, you can feel it when you walk on the floor
Please note it was never in Smart Carpet's best interest to replace my flooring they just wanted to do the least amount possible (band aid fix in hopes I would go away) and I would not settle, I paid for professional work and I received below grade quality I could have done a better job myselfI don't want them in my home, I can't trust their workers(as damage was done to my home and furniture), and what happens if damage is caused again we start the whole process over with having people in and out of my home to review the damage my time loss of work, I do work during the day and I am not always available to talk during the hours 9-And on another note I had to miss work because they refused to come out after hours or on the weekendI don't have good faith in their company Smart Carpet has my money, I don't think they really care at this point they were paidI was treated horribly by their customer service and upper managementI believe this company is very experienced with dealing with matters like mine and purposely drag out hoping I would just go awayI felt like I had no other options but to have the replacement tiles deliveredHowever after meeting the new installer and contacting others whom have had issues with the company, I have absolutely no faith in Smart Carpet. I do not want them in my houseI do not feel safe with themI believe we have been thru enough emotional tormentI am not going to settleI want a refund, Smart Carpet can come and pick up the tiles
Regards,
*** ***

Hello [redacted]I will try to locate the paper work to check the warranty terms for the carpet.  However, this is not a warranty issue. Smart Carpet is also not disputing that I am out of warranty.  Based on independent inspector report, they are saying there is no...

manufacturing defect.  Smart Carpet is saying that I purchased a low quality carpet and hence it is ruined in 1-2 years just by normal foot traffic of 3 people living at home. My point is they sold me a poor quality carpet (that probably does not have any manufacturing defect) and they did not tell me that it is a poor quality carpet and that it will last only 1-2 years.So it is not the question of warranty which only covers against manufacturing defects.[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If...

you wish, you may update it before sending it.]
Revdex.com:
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]

This customer ordered 3 carpets from SMART Carpet and Flooring on June 4, 2012.  There was no down payment on these orders as they were financed through our finance company [redacted] 2 of these carpets were installed on October 18th of 2012.  As there was an additional carpet...

installation pending we did not run teh financing on the one carpet installed at that time. We then attempted to contact the customer to schedule the remaining install on 10/23/12, 11/24/12, 11/28/12, 1/2/13, 2/1/13, 2/27/13, 3/20/13, 4/29/13, 6/13/13 & 8/21/13 to no avail.  On September 13th we were informed by the carpet mill that carpet had to be returned if we were going to get a return credit. As we had no luck getting an answer from the customer we returned the remaining carpeting and canceled the outstanding order. We then ran the financing on the carpet that been installed for nearly a year.  The customer disputed this charge with the finance company who then asked us for documentation of the installation with the customer's signature which we provided to them on 12/5/13.  There was no refund due to the customer as we had no deposit pending as the orders were 100% financed.  We were charged a re-stocking fee by the carpet mill that we DID NOT not pass on to the customer. The customer refers to invoice #[redacted] in his complaint but no such invoice appears in our system. Recently the customer has decided that he wants to proceed with te installation of the carpet nearly two years after the original order was placed. It was explained to the customer that this was no longer possible. Due to previous issues with [redacted] we notified him we no longer wished to enter into any further contracts with him. [redacted] has no orders pending with us nor do we have any deposit money on file for him.  He refers to a flooring installation at his business that is a separate matter.  While he claims we "totally screwed up" the install this is in fact not the case.  For some reason, only [redacted] knows the answer to,  the cove base moldings at his school are repeatedly being pulled off the walls.  We have gone out to repair and/or replace them numerous times. We cannot be responsible in perpetuity for damages done to the moldings and informed [redacted] any further repairs or replacements would have to be on a billed basis . Despite what [redacted] claims these ARE NOT installation warranty issues but locally caused damages to the molding whic we have fixed or repaired numerous times.  At this point in time we have determined that there is no attempt at [redacted]'s school to stop these damages from re-occurring and we have been more than generous in our repair/replacement process. We simply cannot afford to conduct any further business with [redacted] and would prefer he take his business elsewhere.

Complaint: [redacted]
I am rejecting this response because: At no time were we in good faith, I was harassed and was not given any other option. I actually had to argue with a few different people about how the whole floor was damaged and it could not be pieced together like a puzzle. And the carpet can't be fixed as I stated before padding can not be stretched nor can the carpet. The carpet that was cut on an angle has to be replaced no way to put a band aid on that.  At that time I did not review my rights as a consumer and consumer law. I had requested numerous times for a refund. I never received a call back. Only voice mail wanting to deliver tiles and I said NO!! Actually the tiles were delivered without a prior call to confirm delivery, because I stated to Otto I was not sure of what I wanted to do and he said this is your only option basically take it or leave it.  However, we are missing a very valid point, I don't want your workers in my home I have no faith in your company or in the quality of the contractors you hire. I am extremely fearful more damage will be done in my home.  It's never to late to do the right period.
Is their an attorney that works with the Revdex.com to assist me with this matter or can you recommend a firm that deals with consumer affairs.  I can also reach out to NBC of NY Baquero to do a live feed from my home showing the damage done to the flooring and how the carpet was cut at an angle not square, that can't  be hidden.  The damage speaks for its self no matter how many phone calls or promises made delayed timing and such. I am sure after the review of the damage anyone would understand why I don't want Smart Carpet back into my home. Especially after my conversation with the installer who dropped off the tiles.  I also paid for [redacted] Luxury vinyl tile I researched the [redacted] product site and the Id number from the box and the color on the boxes delivered  does not match anything on their site. (I will definitely research and further advise). After doing further research in the laying of the tile, according to the manufacture guide lines using uniclic tiles, glue is not used, "glue less luxury tiles" however during my install glue was a key part during installation along with a carpenter blade, not much was clicked into place like the demo on line. I also tried to communicate with the installers after they blew my fuse box 3 to 4 times (older home low amps) with their radio, we had a huge language barrier.
Regards,
[redacted]

I submitted a compliant today about smart carpet. I told them that I sent a
compliant and they have offered to reimburse me my money.
Revdex.com:
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]

We have had a difficult time contacting this customer but on January 31st at 2:26 pm an appointment was set up by the customer for our District Manager [redacted] to come out & address the install issue.  Appointment was scheduled for Saturday, February 8th @ 2:00 pm.  As we have...

not yet met with the customer we cannot respond yet to this complaint.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]Revdex.com: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]

The results from the independent inspector usually take 2 to 3 weeks to receive back.  The inspection was only conducted on 7/15. We will follow up with the customer as soon as we receive the results from the inspection. there is nothing to reject as the results are not in yet.
.

Review: Invoice#: [redacted]

Shaw Claim#: [redacted] Smart Carpet installed a carpet in the first floor of my house less than 2 years back. Within a year of installation the carpet’s tufts started becoming flat and now it is so bad that no one can believe that the carpet is less than 2 years old.

The manufacturer [redacted] sent a carpet inspector who gave a report saying that there is no manufacturing issue and it is customer expectation issue. No customer will expect a carpet to deteriorating within a year of installation. The inspector also says that grooming the carpet will lift the tufts. He did groom 2 areas and those areas were flattened within a day.

Smart Carpet says I purchased a cheaper carpet. However, the sales man did not warn me that this carpet will last only 1-2 years.

Smart Carpet now says that nothing can be done and I have to live with it.Desired Settlement: I expect Smart Carpet to replace the poor quality carpet (that lasted less than 2 years) with a good quality carpert

Consumer

Response:

Hello [redacted]I will try to locate the paper work to check the warranty terms for the carpet. However, this is not a warranty issue. Smart Carpet is also not disputing that I am out of warranty. Based on independent inspector report, they are saying there is no manufacturing defect. Smart Carpet is saying that I purchased a low quality carpet and hence it is ruined in 1-2 years just by normal foot traffic of 3 people living at home. My point is they sold me a poor quality carpet (that probably does not have any manufacturing defect) and they did not tell me that it is a poor quality carpet and that it will last only 1-2 years.So it is not the question of warranty which only covers against manufacturing defects.[redacted]

Business

Response:

Response mailed 11/20/14

Review: The job was that we hired Smart Carpet to do has still has not been completed and they have not attempted to rectify with us. We contacted Smart Carpet and a Representative, [redacted] came to our house to discuss our carpeting needs. We were interested in carpeting our basement which was previously carpeted, and also interested in re-carpeting our hallway and steps leading to upstairs. We decided to re-carpet our basement and then use the basement carpet to carpet the 2 small rooms in the basement, the hallway and steps upstairs. [redacted] inspected our carpet and assured us 3 times that the carpet was in great condition but the padding needed to be replaced. [redacted] also assured us that because of the size of our existing carpet in basement, there was more then enough carpet to replace the hallway and 2 small rooms in the basement. Installation set up for 11/22/2013. On installation day, 2 installers came and were able to carpet the 2 small rooms in the basement and the hallway, however my husband was told that the carpet was too old and they were not able to carpet they stairs because of seams. The installers were well aware of the contract and knew carpet needed to be used for the stairs. They deliberately cut the carpet so that they would not have to take anymore time to complete the stairs. All other rooms were completed with the carpet and there were no problems. My husband told them this was unacceptable and was asked to contact the manager. We did have to pay the remaining amount for the "entire"job even though we now have 2 different carpets in the entrance way to our home and the stairs. My husband called and spoke with manager [redacted] and manager [redacted] Several calls were made and each time was told something different. [redacted] came back to look at the job and told us that because the job wasn't done properly, most likely the company would end up having to replace the hallway and stairs to match to make the job whole.Desired Settlement: We would like the carpet in the hallway and steps replaced with the same type quality carpet so that our entrance way does not have 2 different carpets. We are not asking to replace the new baseboard and dry wall they damaged or the blood that was left on the baseboard, but the carpet should be replaced with the same quality carpet that we have. They did accept the entire amount for a "job" that was not completed as spelled out in the contract which is unacceptable. We have made numerous attempts to contact managers and have received calls back from [redacted] the Regional Manger. We have not been able to schedule him to come to our house to look at the "job" because he continues to call and leave messages on our house phone when my husband has asked him to call him on his cell phone to discuss this situation. When we call him back, it takes days to call back. This has been an ongoing issue for 2 months. I think this has been plenty of time to make good on a job that was not done correctly.

Business

Response:

We have had a difficult time contacting this customer but on January 31st at 2:26 pm an appointment was set up by the customer for our District Manager [redacted] to come out & address the install issue. Appointment was scheduled for Saturday, February 8th @ 2:00 pm. As we have not yet met with the customer we cannot respond yet to this complaint.

Review: after totally screwing up a floor install at my business that I am still dealing with problems that they are dragging their feet on.

they held my deposit on this carpet until they got [redacted] off at me and canceled all of my remaining orders about 2 months ago.

then credited my deposit against they remaining balance.

they decided to cancel the carpet at my house stating they no long desire to do business with me personal or business.

so this is the way business works? screw up an install, and make it the customers fault..Desired Settlement: I want the carpet at my hose installed at the agreed price and FULL warrentee

Business

Response:

This customer ordered 3 carpets from SMART Carpet and Flooring on June 4, 2012. There was no down payment on these orders as they were financed through our finance company [redacted] 2 of these carpets were installed on October 18th of 2012. As there was an additional carpet installation pending we did not run teh financing on the one carpet installed at that time. We then attempted to contact the customer to schedule the remaining install on 10/23/12, 11/24/12, 11/28/12, 1/2/13, 2/1/13, 2/27/13, 3/20/13, 4/29/13, 6/13/13 & 8/21/13 to no avail. On September 13th we were informed by the carpet mill that carpet had to be returned if we were going to get a return credit. As we had no luck getting an answer from the customer we returned the remaining carpeting and canceled the outstanding order. We then ran the financing on the carpet that been installed for nearly a year. The customer disputed this charge with the finance company who then asked us for documentation of the installation with the customer's signature which we provided to them on 12/5/13. There was no refund due to the customer as we had no deposit pending as the orders were 100% financed. We were charged a re-stocking fee by the carpet mill that we DID NOT not pass on to the customer. The customer refers to invoice #[redacted] in his complaint but no such invoice appears in our system. Recently the customer has decided that he wants to proceed with te installation of the carpet nearly two years after the original order was placed. It was explained to the customer that this was no longer possible. Due to previous issues with [redacted] we notified him we no longer wished to enter into any further contracts with him. [redacted] has no orders pending with us nor do we have any deposit money on file for him. He refers to a flooring installation at his business that is a separate matter. While he claims we "totally screwed up" the install this is in fact not the case. For some reason, only [redacted] knows the answer to, the cove base moldings at his school are repeatedly being pulled off the walls. We have gone out to repair and/or replace them numerous times. We cannot be responsible in perpetuity for damages done to the moldings and informed [redacted] any further repairs or replacements would have to be on a billed basis . Despite what [redacted] claims these ARE NOT installation warranty issues but locally caused damages to the molding whic we have fixed or repaired numerous times. At this point in time we have determined that there is no attempt at [redacted]'s school to stop these damages from re-occurring and we have been more than generous in our repair/replacement process. We simply cannot afford to conduct any further business with [redacted] and would prefer he take his business elsewhere.

Review: there isn't Enough characters to explain my circumstance regarding this matter ...if you would like to call me regarding my complaint feel free to please call me @ [redacted]..... I would like a full refund back of my deposit of 200 dollars which I was told that they had to charge a 100 dollar restocking fee ( which was a different product that was upon delivery ) and after having 288 sq ft of rug ripped out leaving me nothing but sub flooring to walk on ....I have numerous complaints against the manager brendon or brandon on how my whole experience was treated ..please call for details ......the end result is that I want my rug replaced and my 200 dollar depositDesired Settlement: rug replacement free of charge and my 200 dollar deposit back

Business

Response:

Discussed situation with customer. Have refunded customer in full for canceled job. Customer expressed interest in getting hardwood flooring instead of laminate flooring as originally ordered as he now had no flooring as carpet was removed to install laminate as contracted for. Customer came home after carpet was removed, expressed dissatisfaction with product he had selected and canceled order. Agreed to go to customer's home to show hardwood samples for customer to select from . Gave the customer a heavily discounted rate on 2 different hardwood flooring options. Customer emailed with the following message. "OK I will be in touch if and when I choose to decide ..thank you"

Review: Purchased carpeting that was installed poorly and product is defective. I have contacted the co. and representative was sent to attempt to cure problem but it was not cured. Waiting since 1/29/16 for resolution of problem and have not heard from Smart Carpet.Desired Settlement: Complete the job as contractually obligated. I will not pay for this product until completed to my satisfaction

Business

Response:

This job has been set up for inspection by the [redacted]. This was set up between the mill and the customer. To our knowledge this inspection has not yet been performed so we are awaiting result s of the inspection after it is completed. we had contact with the customer on 2/4 & 2/10 & 2/11. SMART Carpet and Flooring initiated the claim with [redacted]. This would not have happened if SMART Carpet had not acted on the customer's behalf. Despite the customer's claim that he hasn't heard from us this claim process is underway and awaiting follow up the the mill.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: see attached

Regards,

Business

Response:

We finally received the inspection report from the independent inspector yesterday (3/7/16). unfortunately we could not address to [redacted] issues until inspector performed the inspection and sent us the results. The inspector was hired by the [redacted] so the scheduling issue was out of our control. After we received the report which indicated some of the issues were installation related we schedule an appointment with the customer for today(3/8) at 10:00 am. At that meeting we agreed to remove the customer's existing carpet as well a upgrade and install to a new carpet at no charge.

Review: December 6, 2014

Smart Carpet [redacted] Your company has Revdex.com Accreditation. I can respect that and, for the moment, will assume that the majority of Smart Carpet customers are not subjected to the same experience that my wife and I were. Our experience did not reflect the Revdex.com standards of: building trust, telling the truth, being transparent, honoring promises, being responsive, safeguarding privacy, and embodying integrity:

? The installers who came to my house to install the wood floor (to our surprise and concern) were not the installers who had prepped the site and whom we understood would be back to install the engineered wood floor. These new installers had great difficulty with English and played their music in our house without our permission.

After the installation was about 1/3 completed we were asked to inspect the progress. We observed that a piece of material with a significant surface fault had been installed. Their response was that this is how it came from the manufacturer. We insisted that the faulty piece be replaced with another available piece. We now have concerns about anything we might have missed.

The job should have taken approximately 3 hours (per two separate experienced opinions, one from your organization) – the job took 7 hours. We were forced to cancel our plans for later that day. We had great concern about who was performing the work, how much experience they had, and what their legal status might have been. The installers asked too many questions that experienced installers would not ask.

The job could not be finished since the material to properly frame the fireplace hearth was not included with the delivery. We were previously told that the hearth would be framed quite nicely - like a picture. Your installation coordinators (on my phone call to them, with the installers present) suggested an alternative approach to framing the hearth that I had never seen and which soundedDesired Settlement: Reduction of service billing to compensate for a poor customer experience that did not at all comply with Revdex.com Standards.

Business

Response:

Customer had already contacted us directly on December 7, 2014. After communication between [redacted] and our company, issue was resolved to customer's satisfaction on December 9, 2014.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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,

Review: We purchased a hardwood floor from Smart Carpet 15 x 20 and had it installed. Within the first year we noticed the stain was coming off the floor. Smart carpet came out and is blameing on our dog. Smart Carpet came out and said they will not warranty the floor even thought it had a 25 yr warranty because of the dog. Now I have a 15 yr old Bruce wood with the original stain which has not come off of there product. I have called Smart carpet twice to look at the floor and they still keep blaming the dog. I am blaming it on cheap wood (is it really wood?) floor even thought it cost $2,000. They do not stand by there warranty or floors.Desired Settlement: As of right now it looks like I will have to strip the whole floor and have someone restain the floor with a good stain. But who knows what kind of wood is underneath. If it is real wood at all! I would like to replace this floor with a Bruce floor as I know that floor wholes up with the stain color.

Business

Response:

Response mailed out to Revdex.com on 11/13/14

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]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]

Review: 1. Product delivered damaged

2, No follow-up by salesman concerning issues

3. my front door was damaged during floor removal/no follow up

4. Salesman not really informative regarding productDesired Settlement: I want my front door restored back to condition it was before the removal of old floor

Business

Response:

Customer felt product was damaged as it had "spots" on it. Manufacturer claimed product was not defective that it is part of the products characteristics. We re-ordered same product in different dye lot on 12/5 as customer did not want what was delivered to her home to be installed. Customer had further concerns about the product so our district manager went out on 12/23 to see if she preferred another product. Despite the fact that we were well past the 3 day cancellation deadline and that we ordered additional product for the customer at her request we agreed to cancel customer's order on the morning of 12/23. Refund processed for customer. After this was done we received Revdex.com complaint. Situation was already resolved.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I was never notified of any refund or responsibility for damage to my door, Manager never came out to inspect damage to door. I have appointment for [redacted] to do inspection on 12/31/15.

Regards,

Business

Response:

I have attached our time stamped notes from this transaction. Our sales manager was scheduled to meet with [redacted] on 12/23 but she contacted him 12/22 to cancel order which he agreed to do and he noted it on 12/23 when he arrived at work. Our contract clearly states that customers have 3 days to canel their contract and that refunds may take up to 30 days. Although the customer canceled this order well after the 3 day cancellation deadline as per NJ law we had no problem canceling it for the customer. The actual refund on 12/28 as we process refunds once weekly. This is well within the 30 day notice given on the contract.

Review: carpet is said to have lifetime warranty. all we wanted was repair of 2 areas. 1 was a seam that was repaired once alreadythat has come apart again. the second is an area that is worn due to high traffic. they send out an inspector and say that there is nothing wrong with the carpet that it is pet damage if it was pet damage the carpet wouldve been completely torn up.

this is a wear issue they are not standing behind thei end of their warranty.Desired Settlement: I want the carpet repaired I am not asking for replacement just a repair I do understand that the carpet is a few years old and that the repair would not be "perfect" they are not even willing to try.

Business

Response:

Customer is scheduled for repair on [redacted].

Business

Response:

Customer had carpeting installed by Smart Carpet and Flooring in Spring of 2008. Customer contacted us end of August to complain of pulls in carpet...felt carpet was defective. Arranged for independent inspection of carpet in September of 2008. Inspection said carpet was not defective and sent piece to lab for testing. Sample came back as being within manufacturer's guidelines and stated it would not replace. Smart Carpet offered to repair the carpet for customer. customer said this was not acceptable and became verbally abusive with our employees. We asked [redacted] to re-consider claim as the customer did not have the carpet for very long. They agreed to replace the carpet as a one time courtesy for the customer. Smart Carpet and Flooring paid for the expense of the inspection and the removal and replacement of the carpet. customer contacted Smart Carpet in November 2011 regarding a seam issue which we agreed to repair at no charge as seams are covered by the lifetime installation warranty. Wear and Stain warranties are supplied by the manufacturer. Recently in 2013 the customer contacted Smart Carpet again to complain of similar issues with the carpet that was installed 5 years ago. Once again we set up an independent inspection for the customer's carpet.(Copy of report and response attached). The inspection determined that the damage was locally caused pet damage and therefore could not replace the carpet a 2nd time. The customer was very irritated and after, yet again verbally abusing our employees (yelling, screaming, threatening & using profanity)she then threatened to slam us on the internet. She has since done so on several occaisions. Our installation manager then contacted herto see if we could make an attempt to repair her carpet. He told her the seam issue would be free as per her warranty but her request to patch the damaged area would carry a minimum charge of $75.00. The customer agreed to this and set up a repair date for [redacted] which we relayed to you in our previous response.. We then received the customer's 2nd complaint to you that said she wasn't paying for the repair despite what we had negotiated with her ion good faith. Not sure why she told you that and us something different but at that point in time we assumed the repair we had discussed was canceled. Unfortunately there is nothing else we can do for this customer. we advocated with the manufacturer of the carpet but they simply wont replace a carpet where the inspection report shows ot to be locally caused. The customer says she doesn't want a replacement but that is not what she said in her discussions with Smart Carpet. She agreed to a repair charge on the damaged carpet when speaking with our installation manger but then stated otherwise in her follow up with the Revdex.com. At this point there is nothing else we can do for this customer.

Consumer

Response:

Review: [redacted]

it is not pet damage. It is wear. regardless of how old the carpet is its wear . they are not standing behind their product I want my complaint to stand as is. I want no further contact with them or from them and I remain a dissatisfied customer, that was threatened because I complained. there is NOTHING they can do now to resolve my being dissatisfied. I want nothing to do with them and I would NEVER recommend them to anyone .