Spokane Carpet One

[A default letter is provided here which indicates your acceptance of the business' responseIf 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 I did receive the product information mailed to me Regards, [redacted]

Horrible experience with Carpet One in Spokane on Division. The pictures speak for themselves and the countertop photos were after their second try at installing countertops. Jagged edges, oversanding, sloppy, unprofessional work. Also cracked tile installed in shower. The owner Mike came out to the house and just made excuses for their poor installation. We have shared with everyone our awful experience and NO CUSTOMER service with Carpet One.

Hello,I spoke to Mr. [redacted] on April 29th, when he called and asked if we would help with an installation related issue on his carpet that we installed in December of 2012.  I informed him that there was a one year warrantee on installation, and that we would be happy to look at his...

problem but there would be a charge for any work done.  He declined and asked for the warrantee information from the factory.  I did tell him I would put that in the mail, and frankly I did not get to it.  So I do apologize for that.  Mr. [redacted] came into the store on Monday May 11th, and asked for the information.  According to [redacted] and the other salespeople that were here, Mr. [redacted] was told that it might take a little while to get because at least one of the products was discontinued and would take a couple of phone calls to get the information.  [redacted] told him that he would get it mailed to him the next day.  Mr. [redacted] was quite upset and while he was using some very colorful language he was asked to leave.  I have put together his information this morning and am taking it to the post office today.  Regards,[redacted]

[A default letter is provided here which indicates your acceptance of the business' 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 I did receive the product information mailed to me. 
Regards,
[redacted]

Review: The Carpet Company will not give me my carpet and flooring product guarantee. I talked to the owner [redacted] and he said he would mail it to me but I received nothing. I went to the store and Wane a sale person said he could not give it to me so I left very upset.Desired Settlement: I would like my guarantee given to me.

Business

Response:

Hello,I spoke to Mr. [redacted] on April 29th, when he called and asked if we would help with an installation related issue on his carpet that we installed in December of 2012. I informed him that there was a one year warrantee on installation, and that we would be happy to look at his problem but there would be a charge for any work done. He declined and asked for the warrantee information from the factory. I did tell him I would put that in the mail, and frankly I did not get to it. So I do apologize for that. Mr. [redacted] came into the store on Monday May 11th, and asked for the information. According to [redacted] and the other salespeople that were here, Mr. [redacted] was told that it might take a little while to get because at least one of the products was discontinued and would take a couple of phone calls to get the information. [redacted] told him that he would get it mailed to him the next day. Mr. [redacted] was quite upset and while he was using some very colorful language he was asked to leave. I have put together his information this morning and am taking it to the post office today. Regards,[redacted]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business' 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 I did receive the product information mailed to me.

Regards,

Review: Problems with istallers on two separate occasions. Damage to tile and woodwork in home. First install left incomplete from 3-14-14 to

3-31-14 due to a flaw in the new carpet. Second install not completed as promised by Carpet One Management. No compensation offered by Carpet One owners. Transition from carpet to hardwood floors not installed and completed as guaranteed. No information given to us regarding carpet warranty as advertised on web site.Desired Settlement: Would like the install done to our satisfaction regarding transition from carpet to hardwood floors. Would like monetary compensation due to the amount of time our items were displaced in our home awaiting the second installation. Would like a copy of our carpet guarantee. Would like monetary compensation for the damages to our tile and woodwork

Business

Response:

Hello,

Our response is as follows.

The customer's indicate they had problems with both our install crews, so I will address that item first.

On 3/14 we sent a sub-contractor to the home to install new carpet. At the customers request they were to start around noon, which they did. A few hours in to the install they noticed a flaw in the carpet. They called us at the store, and we instructed them to "loose lay" the carpet so the customer could have use of their home. Loose lay means to lay the carpet out, but not seamed at doorways etc. We do that so the customer can use the home while we wait for a new piece from the factory. The installer said that the customer seemed ok with the install, but that he became quite intoxicated as the day went on, even offing the workers beer and liquor, which they declined. I will be happy to provide the installer's name and phone number so this can be verified.

The customer's were informed that we were ordering new carpet for them, but that it would take a couple weeks to get. They had full use of their home during that time.

On 3/31, at the customer's request, we sent a different installer to the home. He said the customer seemed to like the install and even asked the installer for a business card so he could call him directly for work in the basement at a later date. The installer did say that as the day went on that the customer got a little odd, and that about 6pm that night, the customer called the installer and was so intoxicated that he was not able to even understand what the customer was trying to say. Again, I will be happy to supply the installer's name and phone number for verification.

The re-install took place on 3/31, and a couple of days after that my business partner, went out to the home to check on the finished install. He took with him one of our warehouse / customer service employees. They walked the house with the customer, and there was no discussion of damaged tile. They indicated to me they did not notice any damage to the wood base as well. Some scratches on base are very common as carpet does have an abrasive backing.

We did have a discussion with the customer's about how to tuck (butt up to) the hardwood floors in the house. Typically the sub floors in carpet areas are about 1/2" lower than the wood areas which allows us to tuck the new carpet right up to the wood without a transition strip between the two. In this case the subfloors were the same height, which means when we add carpet and pad in one of the areas it will be higher than the wood area, so a transition is used to keep that from being a trip hazard. The customer's insisted that the new carpet be done the same way as the old, which was without the strip. The old carpet was considerably thinner, and was nailed into place in many places with nails that had heads on them, which we would never do. So in order to do things the way the customer wanted, we installed the new carpet the way they wanted, using staples instead of nails. Due to the carpet being thicker than before, the doors did not close nicely. The customer wanted us to come back out and re-do those areas, which we declined. It would be very difficult to remove all the staples without perhaps damaging the carpet. We told the customer that they could have the doors trimmed down.

Several times during this process the customer's were asking for money. At one time the customer asked us if they could keep the defective carpet when the new one was put it in, and the factory agreed to that. Later the customer said they did not want it, but we still have it in our warehouse. On 4/9/14, the customer called again asking for money and I personally told him that we had done everything we were going to do. He then asked to speak to my partner, and told the customer told my partner that they would begin a negative campaign against us on Facebook.

Last night we had a negative review posted by someone I did not know. This morning I looked at the review and followed it to the writers Facebook page. On that page the writer is also identified by the same last name as the customer, so I believe they are related. I have printed out the review on our page and the cover page of the writer's page so that we can document that. We do not show that the writer of the review has ever been a customer of ours, but that is clearly the impression they are trying to create with the review they wrote.

So our position is that we have done everything that we should have done to make the best of an unfortunate situation. Once in a while defects happen, and we immediately took care of it. It does take time to get replacement carpet, we do not make this product in our warehouse. The warrantee's are on Carpet One.com but I am happy to print it out and drop it in the mail to the customer

Regards,

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]

Revdex.com,

I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

First of all the first install was scheduled for 11am on 3-14-14 not noon. The first installer showed up at noon alone to do the tear out and prep work which was in the work order to be done by the home owner. He had to replace 2 small sections of tack strip, then wait for another installer and the carpet. For over 9 hours we had four different men in our home. My husband and I were both off work (I took vacation time). We had stayed in a hotel the night before and hurried home to be there by 11am only to wait. We did give the guys pizza and I heard my husband joke with the guys about having a beer when they finished. Even the loose lay as described took over 9 hours and around 9pm we asked the remaining installers to leave because they had been there so long. We were tired. No access to our kitchen for over 10 hours due to furniture storage.

We had requested that the second install be done on one of our days off and requested a Friday or Saturday, yet it was scheduled for a Monday that I had to work. My husband took time off to be home on 3-31-14 for the second install. By the time I had gotten home the installer was gone. I proceeded to point some things out to my husband as I was furious the way the doorways to our bedrooms looked and it was then that I discovered cut marks in the tile by my fireplace. (The first installers left the carpet over the tile). I spent alot of time cleaning up loose pieces of carpet and it was then that I discovered paper sticking up from the carpet in the hall and more cut marks in the woodwork.

[redacted] from Carpet One was to be at our house at 1pm on 4-2-14 to go over things. I got home at 12:45pm as he pulled away from the house. I never got the chance to show him all of my concerns including the damage to the tile and woodwork.

I have not made any comments on Facebook or any other social media site, yet I have talked to several people regarding my negative experience with Carpet One.

Regards,

Business

Response:

Hello,

Regarding the customers last communication.

We have done what this customer asked us to do. We started the job late in the day at their request. When the installers noticed a flaw in the new carpet, they put the customers in the best position they could while we waited for new carpet to come.

We put the carpet in at the doorways the way they insisted it be done, even though they were told it was not the right way to do it.

The customer did a walk through with one of the store owners two days after the new carpet had been installed, and there was no mention of damage to tile or woodwork.

Both of the install crews we sent to the home reported that the customer was quite intoxicated, and he has also been when he has called the store demanding money. In one of those calls he asked if he could at least keep the defective carpet that had been in the house for only two weeks. We did ask the factory and they agreed to that. I will keep the carpet for a couple more weeks, and then send it back to the factory if they don't want it. That is our offer to this customer.

The customer says they have not started a negative Facebook campaign, but there is a negative review on our Facebook page from someone who has not been a customer of ours, but is pretending to be, and appears to be related to this customer.

I feel quite good about the way we have handled a difficult customer.

Regards,

Spokane Carpet One

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]

Revdex.com,

I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.