Dear Revdex.com: From reading the complaint I see that there obviously some miscommunication on our end and the information that we shared with the customer was either incorrect or not explained properlyAs of today , Saturday the 13thHer carpet was installed and the installation had gone satisfactoryFrom time to time we do make mistakes and I hope this was not to inconvenient to her schedule thank you, Thomas P [redacted]
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 In response to [redacted] ’s reply of my complaint: The accent tiles may very well have been on back order but the original installer was scheduled to install them on August 26th when the installer was a no show There was no contact with me from Rochester Linoleum and Carpet One until I complained of water damage from the incorrectly installed toilet on September 1st The accent tile was not installed until September 13th, days after the tile was in The company was NOT on site when I refused to pay the balance This was a conversation with ***, Service Manager, on September 9th that I would not pay after the accent tile was installed but after the damage to my kitchen cabinet was completed [redacted] would not send anyone out if I didn’t pay When [redacted] sent out another installer to fix the bathroom issues from the original installer, the installer did not have a corrected invoice that [redacted] said he would offer nor did he request payment I was not negotiating with the installer There was no conversation with the installer over payment whatsoever The after hours that I demanded was the fact that I was originally told it was a two-day job so I took off two days from work I didn’t have enough vacation left this year to take off any more time because of their inefficiencies and no shows I would have had to take extra days off because of their no shows My time is money just like their time is money The cabinet in question is definitely due to water damage from the toilet as a result of their incorrect installation of the toilet No other cabinet has mold and it was slight after days since I discovered the water damage in the kitchen Since then, the mold in that ONE cabinet has grown at a rate that it could not have started before the bathroom installation was started We have an outside company scheduled to assess the damage today (September 19) My insurance company advised that the contractor should pay for the repair of the damage because it was their mistake My insurance will only increase for several years to come over something that was the fault of a contractor Regards, [redacted]
Dear Revdex.com, I was not informed of rudeness on the first complaint, therefore I could not address the issueI do apologies for any inconvenience and we are regretful that a customer was miss informed or miss treated in any wayWe are very happy that they chose to do business with us and hopefully they are satisfied with the final installed carpetingPlease accept our apologies Thank you, Thomas P [redacted]
My husband and I went into the business in October to order carpetThe salesperson was quite friendly and personableHe explained everything to us and told us that we could have it installed wks after we had the measurements doneOur installation date was set up at that timeWe were quite pleased with that part of the experienceThe day before the installation, we were called and told that the carpet's "backing was coming off" and that we would have to wait for another shipment(and we did not understand why this was not discovered until the day before our install)We arranged another date to have it installed weeks laterThe day before our second install, we did not receive a call as to the time of installation as promisedWE called the store and was told that if we had not rec'd a call to tell us the installation time, we were most likely not going to have it done that dayThe manager, Dave said he would call us the next day to find out what happenedOn the expected installation date (which was a Saturday), we were told that they could not figure out what had happened with our carpet and that we would have to wait until Monday to find outOn Monday, WE had to call again and we were told that the carpet had not come inThis is now weeks from our initial order! (after we had been told it would only take weeks!)IF we had been told in the beginning that it would take weeks, we would have been okay with that! However, we kept getting the runaround and we had to call them to find out where the carpet was! Horrible experience! To this day, they still have not been able to explain what happenedWe told them that we no longer wanted the carpet and would not do business with an establishment that has horrible customer serviceI wish I would've read these other reviews earlier!
We recently had new carpet installed in our home and we were completely satisfied with the quality of work that was performedI was not there the day of the installation but I came home and the carpeting looked greatIn addition, they have a good guarantee on their products which keeps me coming back
Mrs [redacted] s installation was not delayedThe moment she had told us the wrong color was on the jobsite we had the correct material delivered and installed the same Saturday afternoon as scheduledMrs [redacted] left me a voice mail on my cell phone that I provided her and I returned the call promptly that evening and left a voice mailShe left me a few messages during the week and I called her back Saturday the 14th at 9AM and discussed her concernsWe can not guarantee installation times or completion time, especially on weekend installations The installation was completed on the day it was scheduled, we appreciate her business and I have sent her a letter of discount for her inconvenience Thank you, [redacted]
Dear Revdex.com, In response to the complaint, we had inspected the flooring and could only determine that the subfloor was causing the squeakingThe customer did not agree with this and is demanding that we replace the flooringWhat we have done is offer to replace the flooring, but once the newly installed underlayment is removed, and if the flooring is still squeaking that we would discuss the next step needed to rectify the customers complaintHe has also disagreed with tis solutionAs a result, we have ordered new material to replace the original flooring, it has arrived and owe are going to send out a service contractor to review the subfloor once more prior to replacement and discuss the findings with the customer before we proceed with a replacementThank you,
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 [To assist us in bringing this matter to a close, we would like to know your view on the matter.] I think that MrP [redacted] is confusedThe "popular item" from [redacted] that was late was not the problem Richard, the employee of years who stepped in at the last minute, was not the problemThe customer service at the Henrietta location from a different employee was the problemMy salesperson, ALISHA K [redacted] did not contact me to inform me that the product would take longer than she anticipatedI did not receive a return phone call from the Service Center when I called to inquire about itWhen speaking to MsK [redacted] over the phone, she was unapologetic about the lateness of the floor, and actually became defensive with words such as, "well how was I supposed to know?", and "this is the first I'm hearing of it and it has nothing to do with me." She told me it would be ready July 2nd- which was again not trueGoing back into the store again on July 4th, MSK [redacted] was embarrassingly rudeExpressing my frustration, she told me that "you can't keep coming in here." MrP [redacted] 's response commended the employee Richard, and I won't complain about him at all- this isn't about Richard OR [redacted] This is about the customer service over a month time period from Alisha K [redacted] which included irresponsibility , disrespect, and lying The offer of future discount is insultingI don't even want the floor I bought from Rochester Linoleum after the embarrassment I dealt withThe fact the company won't take the floor back and give me a refund is ridiculousThe "special order" is not THAT special- they are factory made tiles in boxes that were shipped to your store and can be shipped backI have no plans to redo more floors in my house, which makes the future discount uselessIf I did, there is no way I would shop at this store after this experienceI prefer either the option of returning the tiles for a full refund, or a refund check for whatever the "future discount" would be Regards, [redacted] ***
It was our experience that the salesman will promise, even falsify information to lock you into a saleThey will tell you they need you to complete forms to run a credit check or hold product when in fact, it is to bind you to a contractThey are not transparent with there refund or return policies, telling you one thing and after walking out of the store something totally differentThey tell you an item is an in-stock item and then later say it is a special order.The management was extremely unprofessional and belligerent when questioned about its practices and policiesMy family and friends will never do business with them again! Buyers beware
From: [redacted] Date: Wed, Nov 23, at 2:PMSubject: Re: You have a new message from the Revdex.comTo: Revdex.com I received a call form Andre the Service Manager who is requesting a refund be sent to my mother I will let you know the outcomeThank you for your help in this matter
Please be advised that I finally received a refund check from Rochester Linoleum and Carpet Center the following day after the Revdex.com notified the company of my complaintAlthough I have not cashed this check, it is written on a local back, and I am fairly confident that the check is good I am fully convinced that without your help, no refund would have ever been received Thank you for all of your help and I am requesting that my complaint file now be closed Sincerely yours, [redacted]
Bullied and threatened by Rochester Linoleum--RL was subcontractor on my kitchen remodel three years agoLast week, out of the blue, they served us with notice of intent to sue because they allegedly had not been paid by our contractor We called to ask for clarification and were told that we "had to" present proof to them that we had paid our contractor!! When we objected, RL's only response was, "See you in court." We got copies of the two invoices, which clearly showed that the prime contractor was the customer--his name was in the "Sold to" box, and RL didn't even have our complete names in the "job site" boxRL and the contractor have been in cahoots for a very long time (we didn't know this at the time we began the kitchen) and RL apparently conferred with the contractor to decide on this extortionist approach.) We are very responsible people who paid every single invoice from our contractor immediately upon receiptTo have our character impugned, and to have been bullied and threatened was a very unsettling experience
Dear Revdex.com, The flooring installed was done by a year veteran installerHe is Certified by Armstrong to install vinyl flooring, and is factory trained He has reviewed the inspection report and we have reordered the flooring and a new installation will commence once we are able to set up a date with the customer Thank you, Thomas P [redacted]
Dear Revdex.com, As I stated in my first response, we did follow up with the manufacturerAlthough Ms [redacted] was being difficult, we still thought it would be best to request an inspection by [redacted] Industries, the company that makes the flooringHer complaints and the original repair are typically caused by damage post installationWhether the pictures were of her flooring prior to the last repair or not doesn't matter, it shows scratches "across multiple boards and the CROSS OVER in a continuous directionPlease note that these planks are put together in sections and are no more that 5"-6" wideIt is absolutely impossible to be taken out of a box scratched and put together with the scratches going across multiple boards, it just can not happenThese scratches are consistent with a post installation abuseWe replaced the scratched boards at our own expense the first time as a courtesy, and because there was one board that had a factory blemish and we were going to preform the service so we decided to tie it together and not charge the customer for the damaged boardsNow, after a second inspection, it was determined that they were damaged by abuse, and not under warrantyEven though this was a chargeable service, we decide to send the installer back again, on a Saturday to accommodate Ms [redacted] and perform the repair again at no chargeThis completely exploded when we called her to confirm the repair for Saturday and she became ,completely irrationalI spoke to her myself Saturday morning, and I have been trying to be polite and downplaying the situationShe was not upset, but completely out of control on the phoneI have been employed here years and I have never encountered such a situation or have I ever refused to send someone out to a service, this is a firstNone the less, we still had [redacted] send and independent inspector to her home, he conducted his inspection on 12/29/His findings have already been returned to [redacted] and they sent their findings to us in the form of an email His conclusion: "The appearance of the plank with the broken end joint is consistent with vertical deflection" and "Regarding the four planks under the table with scratches running across them is consistent with the effects of grit in the felt pad of the chair legThe scratches are next to the chair and stop at the point to where the chair can be pushed into" "This is a locally caused issueNo manufacturing concerns foundWe are still willing to correct her issue at no charge, even though it has been found to not be a defectBut she needs to be respectful to our service installers and office personnelI know that we also make mistakes, but we clearly want to help in this situationThank you, Tom P [redacted]
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.We never had a rejection! We were never contactedAll they do is lie!! I will send the log if it will help get them out of the Revdex.comI know this is going no-where and I know our carpet will not get replacedI just want to save other customers the headaches we had had with this company!! It makes me so sick to pay that bill every month! If they are in the Revdex.com it should be a trusted company! I dont know what to trust anymore Regards, Martin Boehm
Dear Ms [redacted] , An estimate was received for the damaged refrigerator doorI know this is a process, but the damaged was reported after the original installer had left and the customer had signed that they were satisfied with the installation with no mention of any damageThis does create an issue when the crew at the time claimed that they did not damage the appliance.We investigated the damage by going to the home and requested a quote for repairsThe quote was expensive for a small dent and it had required that the entire door be replaced, again we have to go through the process of qualifying the quote through other vendors and verify the amount is competitive in the marketplaceA refund was sent in the amount requestedI apologies for the delay, but if damage is not reported before we leave the home, it needs to be investigated thoroughlyThank you, Thomas P [redacted]
Rochester Linoleum seems to want to avoid the real issue here The photo of the floor that they submitted was taken by them after the SECOND installer removed it from my floor and brought it back to the store So, that isn't even the issue that is in debate right now That plank was replaced My major concern right now is that they refuse to fix the damaged floor caused by their installers on the SECOND visit I have attached photos showing that the end of the plank is bent up as a result of the installers trying to jam two planks together, that were not cut properly, to fit together Rochester Linoleum keeps telling me to refer back to the contract that states any defect in the floor is covered under the manufacturers warranty, but it fails to acknowledge the statement directly under that saying that installation is guaranteed for one year from date of install They continue to address my main issue and they keep trying to push it off to the manufacturer I have had other independent installers come and look at the floor and they said that the floor is NOT defected, it's all about the installer trying to kick a piece into a place where it didn't fit I sent them the same pictures that are attached the Friday afternoon when they claimed I was verbally abusive, but they failed to address that or post that in their responseFurthermore, I in NO WAY was verbally abusive to anyone at Rochester Linoleum Was I upset? There is NO DOUBT about that I was/am still upset and beyond frustrated with the way they are trying to twist things around and not deal with the exact matter at hand, but I never swore or used any profanity in talking with them I was at work at the time of the call on Friday and I had co-workers standing around listening to the conversation I would have gotten fired if I was yelling profanities in the office, so that definitely didn't happenI am expecting that Rochester Linoleum will stand being their contract and fix the problem that was caused by their installers
I purchased, or I should say I was conned into buying, hardwood flooring for my mothers homeWhen I went to the store and talked with a "used car salesman" about a butterscotch color oak he told me that he had a [redacted] and an [redacted] product in that colorHe showed me the samples and I selected the [redacted] because of the priceHe wrote it all up, charged my card, and I signed the paperworkThe next day around hours later I finally looked at the contract which stated that the product was " [redacted] in a Honey Oak colorI trusted him to write up the correct product which is all my fault for not keeping an eye on this shady movesI called him immediately and ask him to explainHe gave me a lame excuse about the color being specially made for Rochester Linoleum and Carpet One and that it was the same color as butterscotchI asked him about the manufacturer and he said it was [redacted] (I later received an email from [redacted] flooring congratulating me on my purchase)I told him to cancel the order and he said I would have to bring the original contract to the store and he would submit it for cancellation but it wasn't guaranteed to be approved because it was a special order itemI was never told it was a special order item nor did it say so on the contractI was told that I would hear something on Monday which was two days awayI heard nothing so I called the main office and got the run around and was transferred to different people until I landed in someones voicemail boxOf course that person didn't call me backI put a dispute in with [redacted] and had to wait days for the dispute to be placedDuring that time they did not call me to tell me my flooring was in (I wouldn't have accepted it anyway) nor was my money refundedFinally,days later, when it was escalated [redacted] reversed the charges because they did not respondI still can't believe this sizable company acted like little children that couldn't get their wayThey held my refund just to be spitefulAvoid this company at all costsThe "used car salesman" will not write up what he shows you so keep and eye out, don't trust any of them, and read the contractWhen you catch him he will deny it to the end and tell you that you can't cancel the order because it is a "special order item"Oh yeah, don't listen to his installation advice, he knows nothingAfter listening to him I spoke with an installer that has been doing it for 30+ years and he laughed and called him a certain name I cannot mention on this formGood luck if you make the poor decision to deal with this so called companyI ended up buying the floor from [redacted] and it was a great product for $a square foot cheaper, and it was ready for pick up in a week
Dear Revdex.com: It is understandable that the customer would be upset, it was a very challenging layout for sheet vinyl and it needed to be replacedThis work has been done and we hope that the client is now satisfied with the resultsWe appreciate the opportunityThank you, Thomas P [redacted]
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 When I got home I immediately called the Corporate office to complain and left a message for [redacted] ***I recieved a call the next day from [redacted] and he did offer to answer my questions, talk with the sales associate and take some sort of action against him and give me a discountI do not know what the repercussions were, but I hope that they were enough to stop him from treating people the way he didThe manager at the webster location called me the day they recieved my Revdex.com complaint, after knowing about the problem for daysHe offered an apology, however, the timing of his apology did not make it seem sincereAfter considering [redacted] 's discount offer I decided that the Webster location had shown me too many times that the customer is not valued and I decided that I didn't want to take any chances with dealing with that sort of company furtherAt this time I feel like the matter is closed, but it was not due to the actions of the sales associate or management at the Webster locationI take offense to the business response for lying about the sequence of events and crediting the sale associate for doing anything in the matter Regards, [redacted] ***
Dear Revdex.com: From reading the complaint I see that there obviously some miscommunication on our end and the information that we shared with the customer was either incorrect or not explained properlyAs of today , Saturday the 13thHer carpet was installed and the installation had gone satisfactoryFrom time to time we do make mistakes and I hope this was not to inconvenient to her schedule thank you, Thomas P [redacted]
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 In response to [redacted] ’s reply of my complaint: The accent tiles may very well have been on back order but the original installer was scheduled to install them on August 26th when the installer was a no show There was no contact with me from Rochester Linoleum and Carpet One until I complained of water damage from the incorrectly installed toilet on September 1st The accent tile was not installed until September 13th, days after the tile was in The company was NOT on site when I refused to pay the balance This was a conversation with ***, Service Manager, on September 9th that I would not pay after the accent tile was installed but after the damage to my kitchen cabinet was completed [redacted] would not send anyone out if I didn’t pay When [redacted] sent out another installer to fix the bathroom issues from the original installer, the installer did not have a corrected invoice that [redacted] said he would offer nor did he request payment I was not negotiating with the installer There was no conversation with the installer over payment whatsoever The after hours that I demanded was the fact that I was originally told it was a two-day job so I took off two days from work I didn’t have enough vacation left this year to take off any more time because of their inefficiencies and no shows I would have had to take extra days off because of their no shows My time is money just like their time is money The cabinet in question is definitely due to water damage from the toilet as a result of their incorrect installation of the toilet No other cabinet has mold and it was slight after days since I discovered the water damage in the kitchen Since then, the mold in that ONE cabinet has grown at a rate that it could not have started before the bathroom installation was started We have an outside company scheduled to assess the damage today (September 19) My insurance company advised that the contractor should pay for the repair of the damage because it was their mistake My insurance will only increase for several years to come over something that was the fault of a contractor Regards, [redacted]
Dear Revdex.com, I was not informed of rudeness on the first complaint, therefore I could not address the issueI do apologies for any inconvenience and we are regretful that a customer was miss informed or miss treated in any wayWe are very happy that they chose to do business with us and hopefully they are satisfied with the final installed carpetingPlease accept our apologies Thank you, Thomas P [redacted]
My husband and I went into the business in October to order carpetThe salesperson was quite friendly and personableHe explained everything to us and told us that we could have it installed wks after we had the measurements doneOur installation date was set up at that timeWe were quite pleased with that part of the experienceThe day before the installation, we were called and told that the carpet's "backing was coming off" and that we would have to wait for another shipment(and we did not understand why this was not discovered until the day before our install)We arranged another date to have it installed weeks laterThe day before our second install, we did not receive a call as to the time of installation as promisedWE called the store and was told that if we had not rec'd a call to tell us the installation time, we were most likely not going to have it done that dayThe manager, Dave said he would call us the next day to find out what happenedOn the expected installation date (which was a Saturday), we were told that they could not figure out what had happened with our carpet and that we would have to wait until Monday to find outOn Monday, WE had to call again and we were told that the carpet had not come inThis is now weeks from our initial order! (after we had been told it would only take weeks!)IF we had been told in the beginning that it would take weeks, we would have been okay with that! However, we kept getting the runaround and we had to call them to find out where the carpet was! Horrible experience! To this day, they still have not been able to explain what happenedWe told them that we no longer wanted the carpet and would not do business with an establishment that has horrible customer serviceI wish I would've read these other reviews earlier!
We recently had new carpet installed in our home and we were completely satisfied with the quality of work that was performedI was not there the day of the installation but I came home and the carpeting looked greatIn addition, they have a good guarantee on their products which keeps me coming back
Mrs [redacted] s installation was not delayedThe moment she had told us the wrong color was on the jobsite we had the correct material delivered and installed the same Saturday afternoon as scheduledMrs [redacted] left me a voice mail on my cell phone that I provided her and I returned the call promptly that evening and left a voice mailShe left me a few messages during the week and I called her back Saturday the 14th at 9AM and discussed her concernsWe can not guarantee installation times or completion time, especially on weekend installations The installation was completed on the day it was scheduled, we appreciate her business and I have sent her a letter of discount for her inconvenience Thank you, [redacted]
Dear Revdex.com, In response to the complaint, we had inspected the flooring and could only determine that the subfloor was causing the squeakingThe customer did not agree with this and is demanding that we replace the flooringWhat we have done is offer to replace the flooring, but once the newly installed underlayment is removed, and if the flooring is still squeaking that we would discuss the next step needed to rectify the customers complaintHe has also disagreed with tis solutionAs a result, we have ordered new material to replace the original flooring, it has arrived and owe are going to send out a service contractor to review the subfloor once more prior to replacement and discuss the findings with the customer before we proceed with a replacementThank you,
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 [To assist us in bringing this matter to a close, we would like to know your view on the matter.] I think that MrP [redacted] is confusedThe "popular item" from [redacted] that was late was not the problem Richard, the employee of years who stepped in at the last minute, was not the problemThe customer service at the Henrietta location from a different employee was the problemMy salesperson, ALISHA K [redacted] did not contact me to inform me that the product would take longer than she anticipatedI did not receive a return phone call from the Service Center when I called to inquire about itWhen speaking to MsK [redacted] over the phone, she was unapologetic about the lateness of the floor, and actually became defensive with words such as, "well how was I supposed to know?", and "this is the first I'm hearing of it and it has nothing to do with me." She told me it would be ready July 2nd- which was again not trueGoing back into the store again on July 4th, MSK [redacted] was embarrassingly rudeExpressing my frustration, she told me that "you can't keep coming in here." MrP [redacted] 's response commended the employee Richard, and I won't complain about him at all- this isn't about Richard OR [redacted] This is about the customer service over a month time period from Alisha K [redacted] which included irresponsibility , disrespect, and lying The offer of future discount is insultingI don't even want the floor I bought from Rochester Linoleum after the embarrassment I dealt withThe fact the company won't take the floor back and give me a refund is ridiculousThe "special order" is not THAT special- they are factory made tiles in boxes that were shipped to your store and can be shipped backI have no plans to redo more floors in my house, which makes the future discount uselessIf I did, there is no way I would shop at this store after this experienceI prefer either the option of returning the tiles for a full refund, or a refund check for whatever the "future discount" would be Regards, [redacted] ***
It was our experience that the salesman will promise, even falsify information to lock you into a saleThey will tell you they need you to complete forms to run a credit check or hold product when in fact, it is to bind you to a contractThey are not transparent with there refund or return policies, telling you one thing and after walking out of the store something totally differentThey tell you an item is an in-stock item and then later say it is a special order.The management was extremely unprofessional and belligerent when questioned about its practices and policiesMy family and friends will never do business with them again! Buyers beware
From: [redacted] Date: Wed, Nov 23, at 2:PMSubject: Re: You have a new message from the Revdex.comTo: Revdex.com I received a call form Andre the Service Manager who is requesting a refund be sent to my mother I will let you know the outcomeThank you for your help in this matter
Please be advised that I finally received a refund check from Rochester Linoleum and Carpet Center the following day after the Revdex.com notified the company of my complaintAlthough I have not cashed this check, it is written on a local back, and I am fairly confident that the check is good I am fully convinced that without your help, no refund would have ever been received Thank you for all of your help and I am requesting that my complaint file now be closed Sincerely yours, [redacted]
Bullied and threatened by Rochester Linoleum--RL was subcontractor on my kitchen remodel three years agoLast week, out of the blue, they served us with notice of intent to sue because they allegedly had not been paid by our contractor We called to ask for clarification and were told that we "had to" present proof to them that we had paid our contractor!! When we objected, RL's only response was, "See you in court." We got copies of the two invoices, which clearly showed that the prime contractor was the customer--his name was in the "Sold to" box, and RL didn't even have our complete names in the "job site" boxRL and the contractor have been in cahoots for a very long time (we didn't know this at the time we began the kitchen) and RL apparently conferred with the contractor to decide on this extortionist approach.) We are very responsible people who paid every single invoice from our contractor immediately upon receiptTo have our character impugned, and to have been bullied and threatened was a very unsettling experience
Dear Revdex.com, The flooring installed was done by a year veteran installerHe is Certified by Armstrong to install vinyl flooring, and is factory trained He has reviewed the inspection report and we have reordered the flooring and a new installation will commence once we are able to set up a date with the customer Thank you, Thomas P [redacted]
Dear Revdex.com, As I stated in my first response, we did follow up with the manufacturerAlthough Ms [redacted] was being difficult, we still thought it would be best to request an inspection by [redacted] Industries, the company that makes the flooringHer complaints and the original repair are typically caused by damage post installationWhether the pictures were of her flooring prior to the last repair or not doesn't matter, it shows scratches "across multiple boards and the CROSS OVER in a continuous directionPlease note that these planks are put together in sections and are no more that 5"-6" wideIt is absolutely impossible to be taken out of a box scratched and put together with the scratches going across multiple boards, it just can not happenThese scratches are consistent with a post installation abuseWe replaced the scratched boards at our own expense the first time as a courtesy, and because there was one board that had a factory blemish and we were going to preform the service so we decided to tie it together and not charge the customer for the damaged boardsNow, after a second inspection, it was determined that they were damaged by abuse, and not under warrantyEven though this was a chargeable service, we decide to send the installer back again, on a Saturday to accommodate Ms [redacted] and perform the repair again at no chargeThis completely exploded when we called her to confirm the repair for Saturday and she became ,completely irrationalI spoke to her myself Saturday morning, and I have been trying to be polite and downplaying the situationShe was not upset, but completely out of control on the phoneI have been employed here years and I have never encountered such a situation or have I ever refused to send someone out to a service, this is a firstNone the less, we still had [redacted] send and independent inspector to her home, he conducted his inspection on 12/29/His findings have already been returned to [redacted] and they sent their findings to us in the form of an email His conclusion: "The appearance of the plank with the broken end joint is consistent with vertical deflection" and "Regarding the four planks under the table with scratches running across them is consistent with the effects of grit in the felt pad of the chair legThe scratches are next to the chair and stop at the point to where the chair can be pushed into" "This is a locally caused issueNo manufacturing concerns foundWe are still willing to correct her issue at no charge, even though it has been found to not be a defectBut she needs to be respectful to our service installers and office personnelI know that we also make mistakes, but we clearly want to help in this situationThank you, Tom P [redacted]
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.We never had a rejection! We were never contactedAll they do is lie!! I will send the log if it will help get them out of the Revdex.comI know this is going no-where and I know our carpet will not get replacedI just want to save other customers the headaches we had had with this company!! It makes me so sick to pay that bill every month! If they are in the Revdex.com it should be a trusted company! I dont know what to trust anymore Regards, Martin Boehm
Dear Ms [redacted] , An estimate was received for the damaged refrigerator doorI know this is a process, but the damaged was reported after the original installer had left and the customer had signed that they were satisfied with the installation with no mention of any damageThis does create an issue when the crew at the time claimed that they did not damage the appliance.We investigated the damage by going to the home and requested a quote for repairsThe quote was expensive for a small dent and it had required that the entire door be replaced, again we have to go through the process of qualifying the quote through other vendors and verify the amount is competitive in the marketplaceA refund was sent in the amount requestedI apologies for the delay, but if damage is not reported before we leave the home, it needs to be investigated thoroughlyThank you, Thomas P [redacted]
Rochester Linoleum seems to want to avoid the real issue here The photo of the floor that they submitted was taken by them after the SECOND installer removed it from my floor and brought it back to the store So, that isn't even the issue that is in debate right now That plank was replaced My major concern right now is that they refuse to fix the damaged floor caused by their installers on the SECOND visit I have attached photos showing that the end of the plank is bent up as a result of the installers trying to jam two planks together, that were not cut properly, to fit together Rochester Linoleum keeps telling me to refer back to the contract that states any defect in the floor is covered under the manufacturers warranty, but it fails to acknowledge the statement directly under that saying that installation is guaranteed for one year from date of install They continue to address my main issue and they keep trying to push it off to the manufacturer I have had other independent installers come and look at the floor and they said that the floor is NOT defected, it's all about the installer trying to kick a piece into a place where it didn't fit I sent them the same pictures that are attached the Friday afternoon when they claimed I was verbally abusive, but they failed to address that or post that in their responseFurthermore, I in NO WAY was verbally abusive to anyone at Rochester Linoleum Was I upset? There is NO DOUBT about that I was/am still upset and beyond frustrated with the way they are trying to twist things around and not deal with the exact matter at hand, but I never swore or used any profanity in talking with them I was at work at the time of the call on Friday and I had co-workers standing around listening to the conversation I would have gotten fired if I was yelling profanities in the office, so that definitely didn't happenI am expecting that Rochester Linoleum will stand being their contract and fix the problem that was caused by their installers
I purchased, or I should say I was conned into buying, hardwood flooring for my mothers homeWhen I went to the store and talked with a "used car salesman" about a butterscotch color oak he told me that he had a [redacted] and an [redacted] product in that colorHe showed me the samples and I selected the [redacted] because of the priceHe wrote it all up, charged my card, and I signed the paperworkThe next day around hours later I finally looked at the contract which stated that the product was " [redacted] in a Honey Oak colorI trusted him to write up the correct product which is all my fault for not keeping an eye on this shady movesI called him immediately and ask him to explainHe gave me a lame excuse about the color being specially made for Rochester Linoleum and Carpet One and that it was the same color as butterscotchI asked him about the manufacturer and he said it was [redacted] (I later received an email from [redacted] flooring congratulating me on my purchase)I told him to cancel the order and he said I would have to bring the original contract to the store and he would submit it for cancellation but it wasn't guaranteed to be approved because it was a special order itemI was never told it was a special order item nor did it say so on the contractI was told that I would hear something on Monday which was two days awayI heard nothing so I called the main office and got the run around and was transferred to different people until I landed in someones voicemail boxOf course that person didn't call me backI put a dispute in with [redacted] and had to wait days for the dispute to be placedDuring that time they did not call me to tell me my flooring was in (I wouldn't have accepted it anyway) nor was my money refundedFinally,days later, when it was escalated [redacted] reversed the charges because they did not respondI still can't believe this sizable company acted like little children that couldn't get their wayThey held my refund just to be spitefulAvoid this company at all costsThe "used car salesman" will not write up what he shows you so keep and eye out, don't trust any of them, and read the contractWhen you catch him he will deny it to the end and tell you that you can't cancel the order because it is a "special order item"Oh yeah, don't listen to his installation advice, he knows nothingAfter listening to him I spoke with an installer that has been doing it for 30+ years and he laughed and called him a certain name I cannot mention on this formGood luck if you make the poor decision to deal with this so called companyI ended up buying the floor from [redacted] and it was a great product for $a square foot cheaper, and it was ready for pick up in a week
Dear Revdex.com: It is understandable that the customer would be upset, it was a very challenging layout for sheet vinyl and it needed to be replacedThis work has been done and we hope that the client is now satisfied with the resultsWe appreciate the opportunityThank you, Thomas P [redacted]
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 When I got home I immediately called the Corporate office to complain and left a message for [redacted] ***I recieved a call the next day from [redacted] and he did offer to answer my questions, talk with the sales associate and take some sort of action against him and give me a discountI do not know what the repercussions were, but I hope that they were enough to stop him from treating people the way he didThe manager at the webster location called me the day they recieved my Revdex.com complaint, after knowing about the problem for daysHe offered an apology, however, the timing of his apology did not make it seem sincereAfter considering [redacted] 's discount offer I decided that the Webster location had shown me too many times that the customer is not valued and I decided that I didn't want to take any chances with dealing with that sort of company furtherAt this time I feel like the matter is closed, but it was not due to the actions of the sales associate or management at the Webster locationI take offense to the business response for lying about the sequence of events and crediting the sale associate for doing anything in the matter Regards, [redacted] ***