I would like to thank Rochester Linoleum & Carpet One for a job well doneWe purchased laminate flooring for living room , dinning room and kitchenAlso some ceramic flooring for our entrance waySalesperson was friendly and helped with our choicesThe installers were polite and neat as possibleWe were happy with our experience and love the way it looks
The installation has been completedThere were a few accent tiles on back order and we admittitley were late on the completionWhat is left ourt of the complaint si that owe were on site the prior week to finish the installation and the customer refused to pay the remaining amount of the invoice even with a discountIt is against company policy to renegotiate a contract on the jobsite with the installerThis was also happening after hours, because it was demanded that we come after five PM We also investigated the cabinets in question, they are moldy and show signs of long term moistureit is recommended that they contact their insurance company or a cabinet repair company and establish what the cause of moisture problem is [redacted]
Hello, The carpet was installed on 8/21/ I have never filed a complaint with Revdex.com, so I'm not completely familiar with what could happen next (other than closing the complaint) What I don't want to happen is for this to happen again to another consumer I truly feel like my carpet was given to another business What are my other options? Is there another organization I can forward my complaint to?
We went to the store in Webster to get a price for a full kitchen remodel and decided to only go with a new floor and countersBefore committing to it, we checked out the same counters at another location and were able to get them installed at less than half the price! We decided to go with the floor because we couldn't find that exact one anyplace elseThat was our first mistakePaying in full was our secondWhen the installers got to our house, they said there was no way we could have the floor we bought installed the way we wanted it and this was said before they even looked at our kitchenSo they told us the only way to get it was to pay another $and they could only get it closeI talked to our sales rep after that to explain how disappointed I was with the whole thing and he took full responsibilityWith that, I questioned why we were paying extra if it was clearly his fault for not knowing what he was selling us and no one wanted to talk to me about itInstead, they talked amongst themselves and decided they would pull the installers from the job because I questioned the extra costWe were willing to pay it but no one would talk to meThen when I tried to talk to the owner, he told me that my husband and I were ignorant for not knowing more about the flooring we were sold and there was nothing he was going to doThese people are the most unprofessional "business" people I've ever come acrossWe have done a considerable amount of work to our house in the past year and have never run into something like this! Their salesmen know nothing about what they are doing and the only response I received was "this is a hard lesson for me to learn"If you're thinking of doing any kitchen or bath work, DO NOT use these peopleThey only care about selling their products and then they take no responsibility after thatAnd NEVER pay for a service up front if you have no choice but to use themThey'll definitely screw you over!!
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 reviewing my records the last contact from [redacted] at rochester linolium was May 31stAs of the point that I am writing this August 4th I still have not heard from himI feel that since I have paid him in good faith May 29thwith the promise that the poor workmanship issues would be corrected I am not deserving of their lifetime guaranteeIf this is not corrected in a timely mannor I will seek legal actionIt is unfortunate that I can't just get what I paid forIf you make a mistake, fix it and get on with your lifeThat's how I thought it wentI'm not mad I just want it corrected
Neue', Helvetica, Arial, 'Lucida Grande', sans-serif;">i spoke to Andre today after calling times and he said it wont be deliverd until next week now sometime and was having Ricahrd call me back I work inthe are so I went on my lunch hour and spoke to Richard who said he is not sure when it will be delivered and has his boss looking into it I keep asking for a refund and they change the subject I want my money back and sick of being treated like this I can go to a different place and have my floor in a week I told them I keep being told someone will call me back and it si me who keeps calling for answers everytime I get a different story and I have had it weeks is way too long and still no product richard did offer me a different floor that I could have today but it is not what I bought or the best product for what I am looking for is there a way for me to talk with this Tom guy that has responded to you I dont like being walked on and want my money back to I can get waht I paid for elsewhere
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.No one has called me to try to set up a single contactI have made two visits to the store in order to get someone to speak with me after making multiple attempts to speak with someone on the phone I want some sort of reimbursement or discount for all of the aggravation they have caused meI have spent too much time chasing people down trying to get answersHow do they not know where their goods are? What kind of service business thinks it's okay to NEVER return phone calls? After visiting the store today, I was told to "be patient." That takes some nerve considering I placed the order in February and no one can tell me where it isThis has gone from bad to worseWhat a joke! Their resolution is to call meThey are obviously incapable of that Regards, [redacted] ***
Three weeks after their sub contractor installed tile in our bathroom there are still several unresolved issues Repeated contact with the company have resulted in being told lies about when they will address the issues Not one promised date has been metWe still cannot use the toilet in our full bathroom When the installer left, he left the toilet not bolted in place and resulting leaks damages kitchen cabinets in out kitchen below and left stains on the walls Some tiles were not correctly cut to size and even the grouting was not completedFor almost two weeks they totally ignore repeated requests form my wife to address the issues and only started acting when she went to the store itself to register a complaintWe were promised as late as yesterday that a person would be here tonight (September 9, 2014) to fix remaining issues The scheduler then called my wife stating that the person wanted to do the job on Saturday just in case he needed anything to complete the job My wife replied that we already had grout, wax seals for the toilet and plumbing parts to reconnect the toilet water supply The scheduler then said that she would check it She called back and said that this person was now not able to do the job tonight and would be here on Saturday So yet another lie to cover their inability to complete a simple job when they said they wouldIt is now days since they were supposed to be done with no firm promise as to when the job will actually be completed
Dear Revdex.com, I inspected the installation myself and I have attempted to contact [redacted] myself to discuss this;I have left him voice mails and he has done the sameI have also left him my cell number, ###-###-####I have this with me at all times versus leaving a message at the [officeI will attempt to contact him again today [redacted] ***
Dear BBB, We have serviced Ms. [redacted] installation and replaced boards that were topically damaged caused by an external force. There was (1) single board at the time that had a factory blemish and we replaced other boards at the same time to assist in satisfying the... customer. The manufacturer will not warranty against scratches, but we scheduled an appointment for 12/19/15 for the installer to return and review the claims that Ms. [redacted] made on a seam that was rising in the board. We called on Friday to CONFIRM this appointment and to offer an approximate time of arrive. Ms. [redacted] had then brought up the issue that she wanted MORE boards replaced that were scratch. This is NOT a warranty issue, so we tried to explain that we might only be able to inspect this on Saturday. Ms. [redacted] became extremely verbally abusive and consistently used foul language and was very loud and combative. We thought it would be best to call her Saturday morning on the 19th. The next morning at 8AM I had the installer in the office and called Ms. [redacted] myself to explain his visit and what to expect and that we may have to have a representative from the factory come out depending what we found that day. She immediately became combative and she was actually screaming into the phone. I have attached pictures for review, as you can tell this is abuse to the flooring and there are multiple scratches across several boards. I was not going to send anyone to her home to be put in that position. she was abusive and continued to use foul language. We contacted t he manufacturer and they are having an independent inspection office contact Ms. [redacted] and conduct a factory inspection. Once this is complete we will proceed accordingly. We also sent a registered letter on 12/19/15 immediate following. I have attached that as well as the email form [redacted] that they will be conducting the inspection. If Ms. [redacted] would conduct herself in a semi-professional manner this could all have been avoided. No one lied to her ever, but we will not allow our employees to be abused by consumers, especially when we are trying to help
Revdex.com: Thanks so much for your help in trying to resolve this issueAlthough MrThomas P** *** * (Rochester Linoleum & Carpet One) response GREATLY DIFFERS from what we know to be truthful in requesting this refund we are thankful for your helpAt this time we did receive a check today, Sat 4/11/for our refund BUT this check is made out to, *** * *** *** instead of my name, *** * *** *** Would it be too much to ask of you to help us get them to correct this by sending us a check with the correct name on it, as I do not believe my bank would except this?? Obviously they know the right name for your correspondence!! Is this another stalling tactic?? We have been trying to get our money back since January!
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
We recently moved into a new home and had Rochester Linoleum and Carpet One put in new carpet, hardwood floors, stain existing hardwood floors, and design and install a new custom kitchen!
Everyone was very helpful and went above and beyond to make sure we were happy throughout the projectMaterials came in on time, appointments were kept, and questions were answered quicklyThis was a positive experience and our kitchen and floors look amazing!
We would definitely use them again and recommend them to family and friends!
Dear ***,
There were three credits in question for the *** and two of the three were credited on 8/26/14, prior to installation, in the amounts of $414.52(invoice ***) and $337.77(invoice ***)These credits are for the removal of carpet, vinyl and the removal and replacement of the appliances and toilet
BUT, Mr*** is correct in the fact that the third credit was not issued properly for the amount of $160.65(invoice ***:credit for remove and reset of the molding), this will be applied to invoice ***The credit will be run today, 11/29/and may take a couple days to appear on his account
This will be applied to his credit one account and will be on his next statement, this was processed once, but he also put his card in dispute, so I am not sure why it didn't credit the account properly, but I will make sure that it goes through and that we have a reference of proof for the future
I did not paint Mr*** or attack him personally, I just stated his actions in this situationThese are items that we were originally contracted to do and there were changes and adjustments that were requested by the customer prior to installationThere is always room for error in these types of situations, and these is no need to take it to this levelIt is an easy adjustment
Mr& Mrs*** received copies of their invoice at the time of purchase, I have attached them for reference
Thank you,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below**I've attached pictures of the rooms' appearances after the second installation on 10/24/This was how those rooms looked for the duration of time we were dealing with *** *** until *** *** installed new carpet for usThe pictures were taken on 12/7/"Mrs*** purchased carpet on 9/18/and it was measured at her home on 9/20/The installation date was scheduled for 10/18/2014."
These dates are all correct"During the installation which included labor to rip out the existing carpet and move the furniture we had detected a small defect in the office which only accounted for less than half the flooring installed at that pointWe left the product installed on her floor at that time and sent out an inspector to investigate the defect."
The defect that Mr*** referred to was not small; both the office room and bedroom had a shortage of carpet, as stated by the installers than came in that day"Mr*** had determined that a small 'line' in the dye had been from the factory and he recommended that we replace that room only."The first installation was scheduled for 10/18/as mentioned early in Mr***'s responseHowever, this "small line defect" he is referring to was not present in the first installation carpetsThe defect was in fact a shortage of carpet in both roomsThe defect which Mr*** was referring to was present in the second installation, that he failed to mention, which took place on 10/24/On that day, installers came to re-install carpet in the office room, which evidently had a line of dye on it and was unacceptable (Image titled Office #4)The bedroom still had the uninstalled carpet from the 10/18/installation"The customer was informed that the material would not be available due to production until late December and to keep what was installed until that pointOur Sales Manager Robert *** had offered to replace the furniture to make the room functional until replacement product arrived and the customer said they would wait until the merchandise came in.."We were never given a specific date on when the material would be availableWhen communicating with Mr*** and Robin, they were very vague on how they would even deal with the situationIn fact, they did not even truly address the re-ordering of carpetConsequently, we never agreed to "wait until the merchandise came in" because we were never told that new merchandise was coming in to begin with"The material arrived and I attempted to confirm the installation with the customer and her daughter, but I was then directed and called by the daughter's boyfriend and told that he was going to have a friend furnish and install his own carpet for the whole entire area instead."This is trueWe were called on 11/25/by Mr*** to inform us that the carpet had arrived and they would like to schedule an installation dateOur response was that we no longer wished to do business with them because all communication between us and them was initiated on our side and they were vague when it came to how they would deal with the situationMy daughter called both Mr*** and Robin every week since we first encountered these issues back in OctoberYes, we took our business elsewhere and rightfully so, the poor customer service from *** *** went on for too long (nearly two months)"I told him that the purchase was already made at this establishment and that he should not put MrsDouangdara in this situation and that she already had product installed and that we would not be able to cancel thisHe was not concerned with this and we have not had our calls returned to schedule an appointmentThank you, Thomas ***."
My daughter's boyfriend was unconcerned because he was also communicating with *** *** in the weeks between 10/18/and 11/25/Specifically, he spoke to Mr*** and Bob W, the man who came to do the measuring for both roomsBy the time Mr*** called us on 11/25/2014, we were already tired of being left out of the loop by *** ***If everything that Mr*** said was 100% true, we likely wouldn't be in this mess to begin with; we would have continued doing business with *** *** no matter how discontent we wereNearly two months had already went by and we just wanted the job to be doneHowever, we wanted the job to be done by someone we knew would get it done honestly and ASAPAll we want is for them to cancel our account with them so that we no longer have to pay and that they take the uninstalled carpet that they left here back
Regards,*
I am not the only individual from this company that has attempted to contact ***He is not easy to get a hold of because of his work schedule
We need a time and day to meet with our installation crew and go over his concerns
Thank you,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear belowThis response is an outright LIEI am in contact with a *** ***I have spoken with him on several occasions, I can show my call log with dates, times and length of callI have been promised a resolution numerous times but to date no one has met with me to resolve this matterI will now begin recording my conversationsI have made arrangements with Mr. *** but no one ever shows
Update on damage to kitchen cabinets: We hired our own woodworker to assess the
damage to the kitchen cabinets and replace damaged parts. He removed the entire cabinet and found mold
damage between the soffit and cabinet and between the drywall in back of the
cabinet and the cabinet. He examined the
damage to the shelves as well. First,
the mold found between the walls and soffit of the house and the cabinet was
not the result of the water leakage from the incorrectly reinstalled
toilet. Second, the damage to the
shelves from water leakage at the front of the cabinet was indeed the result of
the incorrectly reinstalled toilet.
We told the woodworker to fix all damage and we paid
him. Again, I should not have had to pay
for damage to (just) the shelves because of the neglect on the part of
Rochester Linoleum and Carpet One
Dear *** I have done everything that Mr*** has requestedHe called me and asked me what to use to clean his floor, once I told him what product to purchase he asked if I would give it to him at no chargeHe also told me over the phone that there was an area that he wanted to put shoe molding on himself and if I had more left from the installation and ALSO asked if we could deliver all his requested materials to his homeI also would like to note that the original complaint included a scratched wood step nose that we paid a sand and finish technician to repair even though it was not established that we caused the scratchesWe did not removed the old carpet, Mr*** did and the scratches were caused by the rip out not a razor bladeI believe that we were taken advantage of by being to accommodating
Today I had our service technician drop of a length of QtrRound molding and a hardwood cleaning kit to satisfy this claim
Thank you,
*** ***
Update on damage to kitchen cabinets: We hired our own woodworker to assess the
damage to the kitchen cabinets and replace damaged parts. He removed the entire cabinet and found mold
damage between the soffit and cabinet and between the drywall in back of the
cabinet and the cabinet. He examined the
damage to the shelves as well. First,
the mold found between the walls and soffit of the house and the cabinet was
not the result of the water leakage from the incorrectly reinstalled
toilet. Second, the damage to the
shelves from water leakage at the front of the cabinet was indeed the result of
the incorrectly reinstalled toilet.
We told the woodworker to fix all damage and we paid
him. Again, I should not have had to pay
for damage to (just) the shelves because of the neglect on the part of
Rochester Linoleum and Carpet One.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.Painting me like a lunatic and attacking me personally, instead of the facts of the matter, are the last, futile attempts by someone whom is grasping for straws If I were the only one to ever submit a complaint, maybe you could shove me aside as if I were trying to get something I wasn't entitled to However, I still have not received a copy of my final invoices for what I was charged, AND I have no received the credit for which I was promised The email that he references is one from *** *** sent on September 3rd, 2014, that says the following:----------------------------------------------------------------------...⇄ Mr***,I spoke with *** and you will be credited for remove and reset of lineal feet of quarter round molding@ $per =$148.75 tax $ 11.90total credit $160.65thank you again for your business best regards,*** ***ROCHESTER LINOLEUM&CARPET ONEResidential and Commercial SalesInsurance Coordinator---------------------------------------------------------------------...⇄ was the entire message I replied, asking for a copy of the invoices, and that was, literally, the last contact I had with ANYONE at the company He never replied to the message, and I never received that credit he references That is exactly why I disputed payment with my credit card The dispute is still in process at this point, but has no bearing on the fact that I was sold a product and service that I never fully received, nor has the company made ANY effort to fix the situation.At this point, my only recourse appears to be small claims court, as the company is no longer willing to even appear to want to work with me I thank you (Revdex.com) for attempting to mediate this process, even if it was with an unsatisfactory outcome
Regards,*** *** *** ***
I would like to thank Rochester Linoleum & Carpet One for a job well doneWe purchased laminate flooring for living room , dinning room and kitchenAlso some ceramic flooring for our entrance waySalesperson was friendly and helped with our choicesThe installers were polite and neat as possibleWe were happy with our experience and love the way it looks
The installation has been completedThere were a few accent tiles on back order and we admittitley were late on the completionWhat is left ourt of the complaint si that owe were on site the prior week to finish the installation and the customer refused to pay the remaining amount of the invoice even with a discountIt is against company policy to renegotiate a contract on the jobsite with the installerThis was also happening after hours, because it was demanded that we come after five PM We also investigated the cabinets in question, they are moldy and show signs of long term moistureit is recommended that they contact their insurance company or a cabinet repair company and establish what the cause of moisture problem is [redacted]
Hello, The carpet was installed on 8/21/ I have never filed a complaint with Revdex.com, so I'm not completely familiar with what could happen next (other than closing the complaint) What I don't want to happen is for this to happen again to another consumer I truly feel like my carpet was given to another business What are my other options? Is there another organization I can forward my complaint to?
We went to the store in Webster to get a price for a full kitchen remodel and decided to only go with a new floor and countersBefore committing to it, we checked out the same counters at another location and were able to get them installed at less than half the price! We decided to go with the floor because we couldn't find that exact one anyplace elseThat was our first mistakePaying in full was our secondWhen the installers got to our house, they said there was no way we could have the floor we bought installed the way we wanted it and this was said before they even looked at our kitchenSo they told us the only way to get it was to pay another $and they could only get it closeI talked to our sales rep after that to explain how disappointed I was with the whole thing and he took full responsibilityWith that, I questioned why we were paying extra if it was clearly his fault for not knowing what he was selling us and no one wanted to talk to me about itInstead, they talked amongst themselves and decided they would pull the installers from the job because I questioned the extra costWe were willing to pay it but no one would talk to meThen when I tried to talk to the owner, he told me that my husband and I were ignorant for not knowing more about the flooring we were sold and there was nothing he was going to doThese people are the most unprofessional "business" people I've ever come acrossWe have done a considerable amount of work to our house in the past year and have never run into something like this! Their salesmen know nothing about what they are doing and the only response I received was "this is a hard lesson for me to learn"If you're thinking of doing any kitchen or bath work, DO NOT use these peopleThey only care about selling their products and then they take no responsibility after thatAnd NEVER pay for a service up front if you have no choice but to use themThey'll definitely screw you over!!
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 reviewing my records the last contact from [redacted] at rochester linolium was May 31stAs of the point that I am writing this August 4th I still have not heard from himI feel that since I have paid him in good faith May 29thwith the promise that the poor workmanship issues would be corrected I am not deserving of their lifetime guaranteeIf this is not corrected in a timely mannor I will seek legal actionIt is unfortunate that I can't just get what I paid forIf you make a mistake, fix it and get on with your lifeThat's how I thought it wentI'm not mad I just want it corrected
Neue', Helvetica, Arial, 'Lucida Grande', sans-serif;">i spoke to Andre today after calling times and he said it wont be deliverd until next week now sometime and was having Ricahrd call me back I work inthe are so I went on my lunch hour and spoke to Richard who said he is not sure when it will be delivered and has his boss looking into it I keep asking for a refund and they change the subject I want my money back and sick of being treated like this I can go to a different place and have my floor in a week I told them I keep being told someone will call me back and it si me who keeps calling for answers everytime I get a different story and I have had it weeks is way too long and still no product richard did offer me a different floor that I could have today but it is not what I bought or the best product for what I am looking for is there a way for me to talk with this Tom guy that has responded to you I dont like being walked on and want my money back to I can get waht I paid for elsewhere
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.No one has called me to try to set up a single contactI have made two visits to the store in order to get someone to speak with me after making multiple attempts to speak with someone on the phone I want some sort of reimbursement or discount for all of the aggravation they have caused meI have spent too much time chasing people down trying to get answersHow do they not know where their goods are? What kind of service business thinks it's okay to NEVER return phone calls? After visiting the store today, I was told to "be patient." That takes some nerve considering I placed the order in February and no one can tell me where it isThis has gone from bad to worseWhat a joke! Their resolution is to call meThey are obviously incapable of that Regards, [redacted] ***
Three weeks after their sub contractor installed tile in our bathroom there are still several unresolved issues Repeated contact with the company have resulted in being told lies about when they will address the issues Not one promised date has been metWe still cannot use the toilet in our full bathroom When the installer left, he left the toilet not bolted in place and resulting leaks damages kitchen cabinets in out kitchen below and left stains on the walls Some tiles were not correctly cut to size and even the grouting was not completedFor almost two weeks they totally ignore repeated requests form my wife to address the issues and only started acting when she went to the store itself to register a complaintWe were promised as late as yesterday that a person would be here tonight (September 9, 2014) to fix remaining issues The scheduler then called my wife stating that the person wanted to do the job on Saturday just in case he needed anything to complete the job My wife replied that we already had grout, wax seals for the toilet and plumbing parts to reconnect the toilet water supply The scheduler then said that she would check it She called back and said that this person was now not able to do the job tonight and would be here on Saturday So yet another lie to cover their inability to complete a simple job when they said they wouldIt is now days since they were supposed to be done with no firm promise as to when the job will actually be completed
Dear Revdex.com, I inspected the installation myself and I have attempted to contact [redacted] myself to discuss this;I have left him voice mails and he has done the sameI have also left him my cell number, ###-###-####I have this with me at all times versus leaving a message at the [officeI will attempt to contact him again today [redacted] ***
Dear BBB, We have serviced Ms. [redacted] installation and replaced boards that were topically damaged caused by an external force. There was (1) single board at the time that had a factory blemish and we replaced other boards at the same time to assist in satisfying the... customer. The manufacturer will not warranty against scratches, but we scheduled an appointment for 12/19/15 for the installer to return and review the claims that Ms. [redacted] made on a seam that was rising in the board. We called on Friday to CONFIRM this appointment and to offer an approximate time of arrive. Ms. [redacted] had then brought up the issue that she wanted MORE boards replaced that were scratch. This is NOT a warranty issue, so we tried to explain that we might only be able to inspect this on Saturday. Ms. [redacted] became extremely verbally abusive and consistently used foul language and was very loud and combative. We thought it would be best to call her Saturday morning on the 19th. The next morning at 8AM I had the installer in the office and called Ms. [redacted] myself to explain his visit and what to expect and that we may have to have a representative from the factory come out depending what we found that day. She immediately became combative and she was actually screaming into the phone. I have attached pictures for review, as you can tell this is abuse to the flooring and there are multiple scratches across several boards. I was not going to send anyone to her home to be put in that position. she was abusive and continued to use foul language. We contacted t he manufacturer and they are having an independent inspection office contact Ms. [redacted] and conduct a factory inspection. Once this is complete we will proceed accordingly. We also sent a registered letter on 12/19/15 immediate following. I have attached that as well as the email form [redacted] that they will be conducting the inspection. If Ms. [redacted] would conduct herself in a semi-professional manner this could all have been avoided. No one lied to her ever, but we will not allow our employees to be abused by consumers, especially when we are trying to help
Revdex.com: Thanks so much for your help in trying to resolve this issueAlthough MrThomas P** *** * (Rochester Linoleum & Carpet One) response GREATLY DIFFERS from what we know to be truthful in requesting this refund we are thankful for your helpAt this time we did receive a check today, Sat 4/11/for our refund BUT this check is made out to, *** * *** *** instead of my name, *** * *** *** Would it be too much to ask of you to help us get them to correct this by sending us a check with the correct name on it, as I do not believe my bank would except this?? Obviously they know the right name for your correspondence!! Is this another stalling tactic?? We have been trying to get our money back since January!
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
We recently moved into a new home and had Rochester Linoleum and Carpet One put in new carpet, hardwood floors, stain existing hardwood floors, and design and install a new custom kitchen!
Everyone was very helpful and went above and beyond to make sure we were happy throughout the projectMaterials came in on time, appointments were kept, and questions were answered quicklyThis was a positive experience and our kitchen and floors look amazing!
We would definitely use them again and recommend them to family and friends!
Dear ***,
There were three credits in question for the *** and two of the three were credited on 8/26/14, prior to installation, in the amounts of $414.52(invoice ***) and $337.77(invoice ***)These credits are for the removal of carpet, vinyl and the removal and replacement of the appliances and toilet
BUT, Mr*** is correct in the fact that the third credit was not issued properly for the amount of $160.65(invoice ***:credit for remove and reset of the molding), this will be applied to invoice ***The credit will be run today, 11/29/and may take a couple days to appear on his account
This will be applied to his credit one account and will be on his next statement, this was processed once, but he also put his card in dispute, so I am not sure why it didn't credit the account properly, but I will make sure that it goes through and that we have a reference of proof for the future
I did not paint Mr*** or attack him personally, I just stated his actions in this situationThese are items that we were originally contracted to do and there were changes and adjustments that were requested by the customer prior to installationThere is always room for error in these types of situations, and these is no need to take it to this levelIt is an easy adjustment
Mr& Mrs*** received copies of their invoice at the time of purchase, I have attached them for reference
Thank you,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below**I've attached pictures of the rooms' appearances after the second installation on 10/24/This was how those rooms looked for the duration of time we were dealing with *** *** until *** *** installed new carpet for usThe pictures were taken on 12/7/"Mrs*** purchased carpet on 9/18/and it was measured at her home on 9/20/The installation date was scheduled for 10/18/2014."
These dates are all correct"During the installation which included labor to rip out the existing carpet and move the furniture we had detected a small defect in the office which only accounted for less than half the flooring installed at that pointWe left the product installed on her floor at that time and sent out an inspector to investigate the defect."
The defect that Mr*** referred to was not small; both the office room and bedroom had a shortage of carpet, as stated by the installers than came in that day"Mr*** had determined that a small 'line' in the dye had been from the factory and he recommended that we replace that room only."The first installation was scheduled for 10/18/as mentioned early in Mr***'s responseHowever, this "small line defect" he is referring to was not present in the first installation carpetsThe defect was in fact a shortage of carpet in both roomsThe defect which Mr*** was referring to was present in the second installation, that he failed to mention, which took place on 10/24/On that day, installers came to re-install carpet in the office room, which evidently had a line of dye on it and was unacceptable (Image titled Office #4)The bedroom still had the uninstalled carpet from the 10/18/installation"The customer was informed that the material would not be available due to production until late December and to keep what was installed until that pointOur Sales Manager Robert *** had offered to replace the furniture to make the room functional until replacement product arrived and the customer said they would wait until the merchandise came in.."We were never given a specific date on when the material would be availableWhen communicating with Mr*** and Robin, they were very vague on how they would even deal with the situationIn fact, they did not even truly address the re-ordering of carpetConsequently, we never agreed to "wait until the merchandise came in" because we were never told that new merchandise was coming in to begin with"The material arrived and I attempted to confirm the installation with the customer and her daughter, but I was then directed and called by the daughter's boyfriend and told that he was going to have a friend furnish and install his own carpet for the whole entire area instead."This is trueWe were called on 11/25/by Mr*** to inform us that the carpet had arrived and they would like to schedule an installation dateOur response was that we no longer wished to do business with them because all communication between us and them was initiated on our side and they were vague when it came to how they would deal with the situationMy daughter called both Mr*** and Robin every week since we first encountered these issues back in OctoberYes, we took our business elsewhere and rightfully so, the poor customer service from *** *** went on for too long (nearly two months)"I told him that the purchase was already made at this establishment and that he should not put MrsDouangdara in this situation and that she already had product installed and that we would not be able to cancel thisHe was not concerned with this and we have not had our calls returned to schedule an appointmentThank you, Thomas ***."
My daughter's boyfriend was unconcerned because he was also communicating with *** *** in the weeks between 10/18/and 11/25/Specifically, he spoke to Mr*** and Bob W, the man who came to do the measuring for both roomsBy the time Mr*** called us on 11/25/2014, we were already tired of being left out of the loop by *** ***If everything that Mr*** said was 100% true, we likely wouldn't be in this mess to begin with; we would have continued doing business with *** *** no matter how discontent we wereNearly two months had already went by and we just wanted the job to be doneHowever, we wanted the job to be done by someone we knew would get it done honestly and ASAPAll we want is for them to cancel our account with them so that we no longer have to pay and that they take the uninstalled carpet that they left here back
Regards,*
I am not the only individual from this company that has attempted to contact ***He is not easy to get a hold of because of his work schedule
We need a time and day to meet with our installation crew and go over his concerns
Thank you,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear belowThis response is an outright LIEI am in contact with a *** ***I have spoken with him on several occasions, I can show my call log with dates, times and length of callI have been promised a resolution numerous times but to date no one has met with me to resolve this matterI will now begin recording my conversationsI have made arrangements with Mr. *** but no one ever shows
Update on damage to kitchen cabinets: We hired our own woodworker to assess the
damage to the kitchen cabinets and replace damaged parts. He removed the entire cabinet and found mold
damage between the soffit and cabinet and between the drywall in back of the
cabinet and the cabinet. He examined the
damage to the shelves as well. First,
the mold found between the walls and soffit of the house and the cabinet was
not the result of the water leakage from the incorrectly reinstalled
toilet. Second, the damage to the
shelves from water leakage at the front of the cabinet was indeed the result of
the incorrectly reinstalled toilet.
We told the woodworker to fix all damage and we paid
him. Again, I should not have had to pay
for damage to (just) the shelves because of the neglect on the part of
Rochester Linoleum and Carpet One
Dear *** I have done everything that Mr*** has requestedHe called me and asked me what to use to clean his floor, once I told him what product to purchase he asked if I would give it to him at no chargeHe also told me over the phone that there was an area that he wanted to put shoe molding on himself and if I had more left from the installation and ALSO asked if we could deliver all his requested materials to his homeI also would like to note that the original complaint included a scratched wood step nose that we paid a sand and finish technician to repair even though it was not established that we caused the scratchesWe did not removed the old carpet, Mr*** did and the scratches were caused by the rip out not a razor bladeI believe that we were taken advantage of by being to accommodating
Today I had our service technician drop of a length of QtrRound molding and a hardwood cleaning kit to satisfy this claim
Thank you,
*** ***
Update on damage to kitchen cabinets: We hired our own woodworker to assess the
damage to the kitchen cabinets and replace damaged parts. He removed the entire cabinet and found mold
damage between the soffit and cabinet and between the drywall in back of the
cabinet and the cabinet. He examined the
damage to the shelves as well. First,
the mold found between the walls and soffit of the house and the cabinet was
not the result of the water leakage from the incorrectly reinstalled
toilet. Second, the damage to the
shelves from water leakage at the front of the cabinet was indeed the result of
the incorrectly reinstalled toilet.
We told the woodworker to fix all damage and we paid
him. Again, I should not have had to pay
for damage to (just) the shelves because of the neglect on the part of
Rochester Linoleum and Carpet One.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.Painting me like a lunatic and attacking me personally, instead of the facts of the matter, are the last, futile attempts by someone whom is grasping for straws If I were the only one to ever submit a complaint, maybe you could shove me aside as if I were trying to get something I wasn't entitled to However, I still have not received a copy of my final invoices for what I was charged, AND I have no received the credit for which I was promised The email that he references is one from *** *** sent on September 3rd, 2014, that says the following:----------------------------------------------------------------------...⇄ Mr***,I spoke with *** and you will be credited for remove and reset of lineal feet of quarter round molding@ $per =$148.75 tax $ 11.90total credit $160.65thank you again for your business best regards,*** ***ROCHESTER LINOLEUM&CARPET ONEResidential and Commercial SalesInsurance Coordinator---------------------------------------------------------------------...⇄ was the entire message I replied, asking for a copy of the invoices, and that was, literally, the last contact I had with ANYONE at the company He never replied to the message, and I never received that credit he references That is exactly why I disputed payment with my credit card The dispute is still in process at this point, but has no bearing on the fact that I was sold a product and service that I never fully received, nor has the company made ANY effort to fix the situation.At this point, my only recourse appears to be small claims court, as the company is no longer willing to even appear to want to work with me I thank you (Revdex.com) for attempting to mediate this process, even if it was with an unsatisfactory outcome
Regards,*** *** *** ***