Totally taken back by this issueMrs [redacted] purchased carpet and a small area of sheet vinyl from us in August of At the time of her initial shopping/purchasing she brought up her daughter's illness several time during our conversations as well as the difficulties she was having with a painter and other workers in her homeHaving experienced a family member fighting cancer on two different occasions personally, I felt it appropriate to suggest that right now she should worry about her daughter and not add stress with making purchasing decisions and remodeling in her homeI did not want to sell her anything while she was distracted by her daughter's illnessIf she felt I was out of line, I'm sorry but it seemed the right thing to doHer initial order was on August 3, with her deposit (1/2) of $Once material was received we scheduled the installationThe customer's responsibility (on her contract) was to remove the baseboard in the vinyl areas and repair/level the floors prior to our arrivalOnce we arrived neither the baseboard was removed nor was the floor leveled and repairedThe customer insisted on us to continueThe wood underlayment is only 1/4" thick and is only for providing a smooth, clean surface to install over and will not correct un-level floor heights which is why they were responsible for the repairs prior to us arrivingThe trim (baseboard and/or quarter round) is necessary at the perimeter of hard surface products because they require a gap for house movement per the manufacturerIf a customer doesn't want quarter round they are instructed to remove and re-install their baseboard, which she was and did not doMy installer agreed to help them with the quarter round at NO cost to help them outThere can't be "huge gaps" on the flooring because it is a solid sheet and not tile or plankThe installation was completed on August 17, at which time the customer provided a final check for $I was called to view some issues after the installation which I did as soon as possible coming out the following Saturday morning August It took some time for anyone to answer the door and when they did it was Mr [redacted] , Mrs [redacted] was not presentMr [redacted] said he would show me the concerns his wife hadHe showed me a few small areas where he said the installers scuffed the walls during the installationKeep in mind during installation of carpet and flooring the guys are carrying large rolls of material and cutting and working around the edges of wallsWe do our best to inform our customer's of the potential of touch-ups after the installation which is why we prefer customer's to be fully focused during the buying processThe other area of concern was a seam in the upstairs bedroom carpetOnce inspected I agreed that there was a seam that could be re-done to better standardsThe final concern brought up was some of the conversations between the [redacted] 's and our installerThe customer stated that the guys asked them to drive the final check to our store so he did not have to use his gasI agreed that this was dumb and apologized for this statement and said that sometimes worker's don't think through their statements, the "good help" was not a statement used other than referring to the general upbringing of many workers todayBoth the touch-ups as well as the seam was offered once he spoke to his wife and let me know what would work with her busy schedule and to let me know when we could return for the repairsWe were never contacted after that dayIf the Carpet and Vinyl were as bad as stated I doubt the customer would have given the installerl a check for the balanceAll we can do is offer to correct mistakes which was offeredIf the customer chooses to contract the touch-ups on their own we can not be responsible for those costsWe can still return and correct the one seam in the upstairs bedroom but the customer needs to contact us to schedule thatWe are sorry that Mrs [redacted] has decided to demand a ridiculous resolution and state such outrageous claims in this format and we are extremely upset and resent the statements made about our companyWe are a small family business and have been providing service to thousands of customers for years and are proud of our reputation and work hard every day to maintain that reputationWe made every effort possible to be empathetic and respectful to Mrs [redacted] and would like the same
RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below. Regards, [redacted] See yet again he is being condensating with me and using my daughters illness against me. He is not being honest here at all. First he never advised me that I not buy the carpet, in fact it was the complete opposite. I had asked about changing carpet because what I purchased was so light in color and he and Mrs. [redacted] told me I was getting the best carpet they had and if I didn't like it it would be replaced for free. I said Free? They both said oh yes, even if you spill bleach on it, decide you don't care for it, get blood on it ANYTHING at all it will be replaced for free. Secondly he never offered to resolve the matter at all with the seams showing. He never offered to fix anything, he blamed it on not being able to get good help and we knew how that was and started in on how we should be more concerned with our daughters illness. Had he offered we would have accepted ASAP. I would not be filing a complaint with you. Thirdly we did have the floors leveled by [redacted] everything was removed exactly how they wanted and done exactly how he said we should. Again he tries to use my daughter having cancer and my frame of mind as a means to discredit me. That is totally uncalled for and unprofessional. I am mortified anyone would do that. Shame on them :( The flooring that was one piece they cut wrong and had to get larger molding to hide their error and they broke a carpet strip, and had to get another one, it had nothing to do with what we did or didn't do at all. Bottom line is it was installed incorrectly by their employees, they refused to fix it and did/are using my daughters illness as an excuse. I was told several times if I didn't like any of the flooring it would be replaced for free. I completely remember everything he and the owner told me. I am very resentful that yet again he is using my daughter for his shady business dealings. That is so wrong on so many levels.
Our Beautiful Guarantee allows for the replacement of material including standard labor, not a refund as initially asked. The carpet has a day Beautiful Guarantee from date of purchase, whereas the vinyl had a day Beautiful GuaranteeThis guarantee was fully explained and unfortunately the time has passed for the vinyl and the carpet is almost past timeThis again is for replacement of a different color and/or carpet and not for a refundIf the customer didn't like her selection, a simple phone call would have solved a lot of issues. If the customer would like to replace her carpet under the Beautiful Guarantee guidelines she should contact us immediately
Totally taken back by this issue. Mrs. [redacted] purchased carpet and a small area of sheet vinyl from us in August of 2017. At the time of her initial shopping/purchasing she brought up her daughter's illness several time during our conversations as well as the difficulties she was having with a...
painter and other workers in her home. Having experienced a family member fighting cancer on two different occasions personally, I felt it appropriate to suggest that right now she should worry about her daughter and not add stress with making purchasing decisions and remodeling in her home. I did not want to sell her anything while she was distracted by her daughter's illness. If she felt I was out of line, I'm sorry but it seemed the right thing to do. Her initial order was on August 3, 2016 with her deposit (1/2) of $3750.00. Once material was received we scheduled the installation. The customer's responsibility (on her contract) was to remove the baseboard in the vinyl areas and repair/level the floors prior to our arrival. Once we arrived neither the baseboard was removed nor was the floor leveled and repaired. The customer insisted on us to continue. The wood underlayment is only 1/4" thick and is only for providing a smooth, clean surface to install over and will not correct un-level floor heights which is why they were responsible for the repairs prior to us arriving. The trim (baseboard and/or quarter round) is necessary at the perimeter of hard surface products because they require a gap for house movement per the manufacturer. If a customer doesn't want quarter round they are instructed to remove and re-install their baseboard, which she was and did not do. My installer agreed to help them with the quarter round at NO cost to help them out. There can't be "huge gaps" on the flooring because it is a solid sheet and not tile or plank. The installation was completed on August 17, 2017 at which time the customer provided a final check for $3750.00. I was called to view some issues after the installation which I did as soon as possible coming out the following Saturday morning August 20. It took some time for anyone to answer the door and when they did it was Mr. [redacted], Mrs. [redacted] was not present. Mr. [redacted] said he would show me the concerns his wife had. He showed me a few small areas where he said the installers scuffed the walls during the installation. Keep in mind during installation of carpet and flooring the guys are carrying large rolls of material and cutting and working around the edges of walls. We do our best to inform our customer's of the potential of touch-ups after the installation which is why we prefer customer's to be fully focused during the buying process. The other area of concern was a seam in the upstairs bedroom carpet. Once inspected I agreed that there was a seam that could be re-done to better standards. The final concern brought up was some of the conversations between the [redacted]'s and our installer. The customer stated that the guys asked them to drive the final check to our store so he did not have to use his gas. I agreed that this was dumb and apologized for this statement and said that sometimes worker's don't think through their statements, the "good help" was not a statement used other than referring to the general upbringing of many workers today. Both the touch-ups as well as the seam re-do was offered once he spoke to his wife and let me know what would work with her busy schedule and to let me know when we could return for the repairs. We were never contacted after that day. If the Carpet and Vinyl were as bad as stated I doubt the customer would have given the installerl a check for the balance. All we can do is offer to correct mistakes which was offered. If the customer chooses to contract the touch-ups on their own we can not be responsible for those costs. We can still return and correct the one seam in the upstairs bedroom but the customer needs to contact us to schedule that. We are sorry that Mrs. [redacted] has decided to demand a ridiculous resolution and state such outrageous claims in this format and we are extremely upset and resent the statements made about our company. We are a small family business and have been providing service to thousands of customers for 40 years and are proud of our reputation and work hard every day to maintain that reputation. We made every effort possible to be empathetic and respectful to Mrs. [redacted] and would like the same.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted] See yet again he is being condensating with me and using my daughters illness against me. He is not being honest here at all. First he never advised me that I not buy the carpet, in fact it was the complete opposite. I had asked about changing carpet because what I purchased was so light in color and he and Mrs. [redacted] told me I was getting the best carpet they had and if I didn't like it it would be replaced for free. I said Free? They both said oh yes, even if you spill bleach on it, decide you don't care for it, get blood on it ANYTHING at all it will be replaced for free. Secondly he never offered to resolve the matter at all with the seams showing. He never offered to fix anything, he blamed it on not being able to get good help and we knew how that was and started in on how we should be more concerned with our daughters illness. Had he offered we would have accepted ASAP. I would not be filing a complaint with you. Thirdly we did have the floors leveled by [redacted] everything was removed exactly how they wanted and done exactly how he said we should. Again he tries to use my daughter having cancer and my frame of mind as a means to discredit me. That is totally uncalled for and unprofessional. I am mortified anyone would do that. Shame on them :( The flooring that was one piece they cut wrong and had to get larger molding to hide their error and they broke a carpet strip, and had to get another one, it had nothing to do with what we did or didn't do at all. Bottom line is it was installed incorrectly by their employees, they refused to fix it and did/are using my daughters illness as an excuse. I was told several times if I didn't like any of the flooring it would be replaced for free. I completely remember everything he and the owner told me. I am very resentful that yet again he is using my daughter for his shady business dealings. That is so wrong on so many levels.
Totally taken back by this issueMrs [redacted] purchased carpet and a small area of sheet vinyl from us in August of At the time of her initial shopping/purchasing she brought up her daughter's illness several time during our conversations as well as the difficulties she was having with a painter and other workers in her homeHaving experienced a family member fighting cancer on two different occasions personally, I felt it appropriate to suggest that right now she should worry about her daughter and not add stress with making purchasing decisions and remodeling in her homeI did not want to sell her anything while she was distracted by her daughter's illnessIf she felt I was out of line, I'm sorry but it seemed the right thing to doHer initial order was on August 3, with her deposit (1/2) of $Once material was received we scheduled the installationThe customer's responsibility (on her contract) was to remove the baseboard in the vinyl areas and repair/level the floors prior to our arrivalOnce we arrived neither the baseboard was removed nor was the floor leveled and repairedThe customer insisted on us to continueThe wood underlayment is only 1/4" thick and is only for providing a smooth, clean surface to install over and will not correct un-level floor heights which is why they were responsible for the repairs prior to us arrivingThe trim (baseboard and/or quarter round) is necessary at the perimeter of hard surface products because they require a gap for house movement per the manufacturerIf a customer doesn't want quarter round they are instructed to remove and re-install their baseboard, which she was and did not doMy installer agreed to help them with the quarter round at NO cost to help them outThere can't be "huge gaps" on the flooring because it is a solid sheet and not tile or plankThe installation was completed on August 17, at which time the customer provided a final check for $I was called to view some issues after the installation which I did as soon as possible coming out the following Saturday morning August It took some time for anyone to answer the door and when they did it was Mr [redacted] , Mrs [redacted] was not presentMr [redacted] said he would show me the concerns his wife hadHe showed me a few small areas where he said the installers scuffed the walls during the installationKeep in mind during installation of carpet and flooring the guys are carrying large rolls of material and cutting and working around the edges of wallsWe do our best to inform our customer's of the potential of touch-ups after the installation which is why we prefer customer's to be fully focused during the buying processThe other area of concern was a seam in the upstairs bedroom carpetOnce inspected I agreed that there was a seam that could be re-done to better standardsThe final concern brought up was some of the conversations between the [redacted] 's and our installerThe customer stated that the guys asked them to drive the final check to our store so he did not have to use his gasI agreed that this was dumb and apologized for this statement and said that sometimes worker's don't think through their statements, the "good help" was not a statement used other than referring to the general upbringing of many workers todayBoth the touch-ups as well as the seam was offered once he spoke to his wife and let me know what would work with her busy schedule and to let me know when we could return for the repairsWe were never contacted after that dayIf the Carpet and Vinyl were as bad as stated I doubt the customer would have given the installerl a check for the balanceAll we can do is offer to correct mistakes which was offeredIf the customer chooses to contract the touch-ups on their own we can not be responsible for those costsWe can still return and correct the one seam in the upstairs bedroom but the customer needs to contact us to schedule thatWe are sorry that Mrs [redacted] has decided to demand a ridiculous resolution and state such outrageous claims in this format and we are extremely upset and resent the statements made about our companyWe are a small family business and have been providing service to thousands of customers for years and are proud of our reputation and work hard every day to maintain that reputationWe made every effort possible to be empathetic and respectful to Mrs [redacted] and would like the same
RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below. Regards, [redacted] See yet again he is being condensating with me and using my daughters illness against me. He is not being honest here at all. First he never advised me that I not buy the carpet, in fact it was the complete opposite. I had asked about changing carpet because what I purchased was so light in color and he and Mrs. [redacted] told me I was getting the best carpet they had and if I didn't like it it would be replaced for free. I said Free? They both said oh yes, even if you spill bleach on it, decide you don't care for it, get blood on it ANYTHING at all it will be replaced for free. Secondly he never offered to resolve the matter at all with the seams showing. He never offered to fix anything, he blamed it on not being able to get good help and we knew how that was and started in on how we should be more concerned with our daughters illness. Had he offered we would have accepted ASAP. I would not be filing a complaint with you. Thirdly we did have the floors leveled by [redacted] everything was removed exactly how they wanted and done exactly how he said we should. Again he tries to use my daughter having cancer and my frame of mind as a means to discredit me. That is totally uncalled for and unprofessional. I am mortified anyone would do that. Shame on them :( The flooring that was one piece they cut wrong and had to get larger molding to hide their error and they broke a carpet strip, and had to get another one, it had nothing to do with what we did or didn't do at all. Bottom line is it was installed incorrectly by their employees, they refused to fix it and did/are using my daughters illness as an excuse. I was told several times if I didn't like any of the flooring it would be replaced for free. I completely remember everything he and the owner told me. I am very resentful that yet again he is using my daughter for his shady business dealings. That is so wrong on so many levels.
Our Beautiful Guarantee allows for the replacement of material including standard labor, not a refund as initially asked. The carpet has a day Beautiful Guarantee from date of purchase, whereas the vinyl had a day Beautiful GuaranteeThis guarantee was fully explained and unfortunately the time has passed for the vinyl and the carpet is almost past timeThis again is for replacement of a different color and/or carpet and not for a refundIf the customer didn't like her selection, a simple phone call would have solved a lot of issues. If the customer would like to replace her carpet under the Beautiful Guarantee guidelines she should contact us immediately
Totally taken back by this issue. Mrs. [redacted] purchased carpet and a small area of sheet vinyl from us in August of 2017. At the time of her initial shopping/purchasing she brought up her daughter's illness several time during our conversations as well as the difficulties she was having with a...
painter and other workers in her home. Having experienced a family member fighting cancer on two different occasions personally, I felt it appropriate to suggest that right now she should worry about her daughter and not add stress with making purchasing decisions and remodeling in her home. I did not want to sell her anything while she was distracted by her daughter's illness. If she felt I was out of line, I'm sorry but it seemed the right thing to do. Her initial order was on August 3, 2016 with her deposit (1/2) of $3750.00. Once material was received we scheduled the installation. The customer's responsibility (on her contract) was to remove the baseboard in the vinyl areas and repair/level the floors prior to our arrival. Once we arrived neither the baseboard was removed nor was the floor leveled and repaired. The customer insisted on us to continue. The wood underlayment is only 1/4" thick and is only for providing a smooth, clean surface to install over and will not correct un-level floor heights which is why they were responsible for the repairs prior to us arriving. The trim (baseboard and/or quarter round) is necessary at the perimeter of hard surface products because they require a gap for house movement per the manufacturer. If a customer doesn't want quarter round they are instructed to remove and re-install their baseboard, which she was and did not do. My installer agreed to help them with the quarter round at NO cost to help them out. There can't be "huge gaps" on the flooring because it is a solid sheet and not tile or plank. The installation was completed on August 17, 2017 at which time the customer provided a final check for $3750.00. I was called to view some issues after the installation which I did as soon as possible coming out the following Saturday morning August 20. It took some time for anyone to answer the door and when they did it was Mr. [redacted], Mrs. [redacted] was not present. Mr. [redacted] said he would show me the concerns his wife had. He showed me a few small areas where he said the installers scuffed the walls during the installation. Keep in mind during installation of carpet and flooring the guys are carrying large rolls of material and cutting and working around the edges of walls. We do our best to inform our customer's of the potential of touch-ups after the installation which is why we prefer customer's to be fully focused during the buying process. The other area of concern was a seam in the upstairs bedroom carpet. Once inspected I agreed that there was a seam that could be re-done to better standards. The final concern brought up was some of the conversations between the [redacted]'s and our installer. The customer stated that the guys asked them to drive the final check to our store so he did not have to use his gas. I agreed that this was dumb and apologized for this statement and said that sometimes worker's don't think through their statements, the "good help" was not a statement used other than referring to the general upbringing of many workers today. Both the touch-ups as well as the seam re-do was offered once he spoke to his wife and let me know what would work with her busy schedule and to let me know when we could return for the repairs. We were never contacted after that day. If the Carpet and Vinyl were as bad as stated I doubt the customer would have given the installerl a check for the balance. All we can do is offer to correct mistakes which was offered. If the customer chooses to contract the touch-ups on their own we can not be responsible for those costs. We can still return and correct the one seam in the upstairs bedroom but the customer needs to contact us to schedule that. We are sorry that Mrs. [redacted] has decided to demand a ridiculous resolution and state such outrageous claims in this format and we are extremely upset and resent the statements made about our company. We are a small family business and have been providing service to thousands of customers for 40 years and are proud of our reputation and work hard every day to maintain that reputation. We made every effort possible to be empathetic and respectful to Mrs. [redacted] and would like the same.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted] See yet again he is being condensating with me and using my daughters illness against me. He is not being honest here at all. First he never advised me that I not buy the carpet, in fact it was the complete opposite. I had asked about changing carpet because what I purchased was so light in color and he and Mrs. [redacted] told me I was getting the best carpet they had and if I didn't like it it would be replaced for free. I said Free? They both said oh yes, even if you spill bleach on it, decide you don't care for it, get blood on it ANYTHING at all it will be replaced for free. Secondly he never offered to resolve the matter at all with the seams showing. He never offered to fix anything, he blamed it on not being able to get good help and we knew how that was and started in on how we should be more concerned with our daughters illness. Had he offered we would have accepted ASAP. I would not be filing a complaint with you. Thirdly we did have the floors leveled by [redacted] everything was removed exactly how they wanted and done exactly how he said we should. Again he tries to use my daughter having cancer and my frame of mind as a means to discredit me. That is totally uncalled for and unprofessional. I am mortified anyone would do that. Shame on them :( The flooring that was one piece they cut wrong and had to get larger molding to hide their error and they broke a carpet strip, and had to get another one, it had nothing to do with what we did or didn't do at all. Bottom line is it was installed incorrectly by their employees, they refused to fix it and did/are using my daughters illness as an excuse. I was told several times if I didn't like any of the flooring it would be replaced for free. I completely remember everything he and the owner told me. I am very resentful that yet again he is using my daughter for his shady business dealings. That is so wrong on so many levels.