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: --------------------------------------------------------------------------------...⇄ />
Hello 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 --------------------------------------------------------------------------------...⇄ />
That 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 situationAt 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,*** *** *** ***
They are supposed to come this Tuesday, Nov 18th, to repair the scratches in the woodThey also said they would drop off molding that wasn't done for the hardwood floor as they missed two sectionsNot sure when they will deliver the molding.I hope both gets done by TuesdayThank
you,
***
First of all, contrary to what you have stated, they have NOT gotten back to me In fact, most of my correspondence with them has been from me They say they will get back to me but never do
Their letter to you was misleading It was NOT the sub floor that was the problem It was the Luan flooring they put down prior to the linoleum There was NO squeaking before their work and now major squeaking just as you enter my kitchen I refuse to pay for any remediation they suggest My final offer:
They pull out the whole floor and redo the project OR
Give me my money back so I can go to another flooring dealerThey are obviously giving you lip service only*** ***
***,
We are replacing all the tile work that the customer is unhappy withI have ordered all new product and we will be scheduling a weekend installation once the material arrives
Thank you,
***
Dear Revdex.com,
This was processed in error on the day of installationOur accounting office had requested the balance to be paid and when the installer called in that the job was completed we had processed the payment per our contractUltimately the stair case was completed and the customer
did notify of our error at that time.Our apologiesThank you,
Thomas P***
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 belowWhen I got home I immediately called the Corporate office to complain and left a message for *** ***I recieved a call the next day from *** *** 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 ***'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,
*** ***
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
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
While I understand the installation date on the contract may change, what I do not understand or accept is that on three separate days I confirmed the installation would occur on 11/8/and only when we called when no one called us or showed up on the rescheduled installation date were we told our carpet was not in RochesterWhy, when our carpet was not in Rochester on 11/were we told it was ready for installationWhy were we not called and informed there was a delayThat would have been good customer serviceThis lack of contact followed by changing stories and outright rudeness from salesman Brown are unacceptableI will say Richard S*** was polite albeit frustrated by our pursuit of a resolution to our situation
Regards,
*** ***
What more do I need to explain to you!!!!!
The people that work for this company are clearly not working for the best interest of the company.
I have dealt with several people in different operations and locations of this company and absolutely no one Can follow through with anything they say they are going to do Even the regional MOD seemed so apologetic on the phone to me But clearly was not sincere since he too can not follow through with his actions also!!!!! I HAVE HAD ENOUGH AND WANT NOTHING TO DO WITH THIS COMPANY IN THE FUTURE!!!!!! MY COMPLAINT WILL REMAIN ON Revdex.com AS NO ONE SEEMS TO BE HELPING ME RESOLVE THIS ISSUE
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.Message from consumer taken over the phone: I am willing to accept the offer that was made by the business, of $discount on my purchase I have tried to contact them, leaving messages with Richard S*** and requesting a revised invoice reflecting this I have not receive a call back Please contact me to resolve this complaint
Regards,
Laurie Card
I purchased square feet of porcelain tile for my kitchen The quality of the tile is very good but I would never buy from this store againThe salesmen told me that I could pick up my tile in to weeks The problems started when I started calling about the delivery days later I was repeatedly lied to Things like it is on the truck and will be here next Tuesday (actually received days after that) I was lied to by the salesman on different times and by the service department two or three more times Further the salesman had told me to place the tiles tight together The tiles came with no instructions so I checked out their website an it indicated if the tiles were laid with less then a 1/8" gap the warranty would be voided I had to load the pounds of tile by myself as the only one left in the store was an older salesmen Then when I asked to return three left over boxes I was informed that there were no returns for special orders I would not recommend anyone shopping at any of their stores
Rochester Linoleum and Carpet – vinyl floor installationLet me start with the good I was remodeling a powder room, down to the flooring and all Ceramic was my wish, but reality set in when it came time to figure out how to redo the toilet I was taking out vinyl tiles, so a single piece of vinyl seemed in order The dimensions were ft by ft so we looked for remnants We had just had a very nice dinner at one of our favorite restaurants and stopped at Rochester Linoleum store in Webster on our way home and found a remnant we could live with It took a while but I got it down and the powder room came out nice I did learn that I would not be able to do an entire area like our kitchen and eat in area or the foyer with a closet so we went back to discuss what it would cost to do a similar install in those areas The sales staff seemed knowledgeable and we were able to get to an agreement on the project so we signed up to have it doneThe estimator came out a few days later and also seemed knowledgeable and we fine-tuned the contract and put down a 20% cash deposit That is the end of the happy notesTwo plus weeks later was the date of the install I had emptied the kitchen of everything – large trestle style table and chairs included We have a bird with floor cage in that area so we moved him to another room as well Now our house is not really usable The first team shows up almost on time with no phone call as was promised When I mentioned that he basically yelled back that he had called and left a message with a name that is not part of our household (wrong number) I ended up firing this chap when he approached our refrigerator with a pair of ChanneLok pliers to remove the copper water line – I told him he couldn’t use those or a crescent wrench – he came up to me inches from my face and yelled: “Then go get one – NOW!” No workman talks to me like that in my house – period And when he reinstalled my gas stove prior to leaving he left a gas leak, evident later when we came back from going out to dinner I had multiple phone calls with their service department manager and admin during this time also and was assured a new crew would be there “tomorrow morning” (Wednesday)Wednesday morning – finally get a call around 11:am from Sean (“… of *** ***”) and was told they would be there – they show up about noon and get to work I had disconnected the stove and left it pulled out I had pulled out and disconnected the fridge, put a yellow fabric shipping band around the fridge and put it under high tension to keep the doors closed and left it pulled out but still plugged in I had a piece of subflooring laid out near the foyer where I hoped they could put the fridge, but the air bag device they used to move it would not work on carpet (they tried!) and only just barely on a piece of underlayment The fridge was in a very difficult location throughout I had a power extension near the fridge in its new location so I went to plug it in only to find that the prongs on the plug had been mangled I showed to the crew leader and his response was: “Oh yeah – that happens” I had needle nose pliers nearby and moved the prongs back into position so it would go into the socket Mind you when I say mangled, I mean mangled – the ground prong was bent flat between the hot and neutral prongs which also were bent severelyThe rip out took from exactly noon to exactly 2:pm The foyer wasn’t even touchedWe went out to supper again wondering how they would get this all done as promised on Thursday When we returned, she noticed the side door had been scraped up by the removal of all the debris from the rip out I brought this to our crew leader’s attention Thursday shortly after they arrived He was receptive to somewhat circumspect when I explained that I had removed the door two years prior, stripped it to bare metal and spray painted it with *** primer and interior finish on the interior side and brushed on exterior (color) One of his assistants interrupted at that point to observe: “yeah that is a lousy paint job” to which I responded appropriately and colorfully before admonishing crew leader to keep his personnel under control Crew leader then laid down his favorite phrase in response: “What’s it gonna take to make you happy”? Eventually I suggested $to buy me a can of the color paint I used for the exterior trim, which he agreed toThe work progressed with the member crew through the day (Thursday) It came time to reinstall the appliances and I asked that I be the one to do the connections due to previous events with the mangled plug, gas leak and copper water line Using my best technique I connected the water line and plug and let the crew put the fridge in place Same with the stove; a I did the gas line connection I took full responsibility for that act The rate of work increased to a feverish pace with the saw going off frequently and rapidly to chop up quarter round molding pieces, and the snap of the nail gun to put them in place I kept my nose out of that The crew left stating they had more work to do and would be back on Friday to place sealer on the seam and complete the molding work We went out to dinner and when we came back I needed to go down to my basement office to reboot the router, a fortuitous occurrence as I found water on the floor, in the ceiling light panel and tiles and all over my papers on a card table directly beneath the leaking area The copper water line had been kinked in two closely spaced areas and shoved back into the floor so it would remain erect appearing as it had when I first disconnected it [note well – it had been never disconnected before this job, and I personally disconnected it – it was not kinked when the workmen entered the area to do the flooring work] It took two to three hours to mop up the area, bring the papers upstairs to lay out on the kitchen table to dry overnight and use the rug cleaner to dry the carpet in my office The next morning (Friday) I went to Ferguson plumbing supply to buy a couple ¼” unions to repair the leaking tube which took me an hour to do The cost was minimal - $– but the damage done was more significant {note: in reconstructing this event, it is clear that the tubing which was projecting straight up from the floor several feet was bent over twice by the workmen; once bent and kinked it could no longer stand straight, so someone pushed the kink into the floor so the tube would once again stand straight – I tried to explain this to Robin and she kept asking what “kinked” meant I told her to have someone with some technical skills explain that to her and terminated the phone callOn Friday I showed him the kinked tube piece I had cut out He wasn’t very impressed near as I could tell but accepted responsibility, and holding to his mantra of “what will it take to make you happy?” we ultimately agreed to split the cost of a box of ceiling tiles which is the only way they can be purchased at $per box (before tax) Then he said we would settle up next Friday when he gets paid AgreedSean said he would be by on Sunday to finish things but when Sunday came around he called minutes before he was supposed to be here and informed us of his personal problem keeping him at home near a toilet all day He wanted to come by Monday and we agreed But we still had problems with the work – a ‘punch list’ was generated of unacceptable pieces of molding and transitions After numerous broken appointments, this work was finally completed satisfactorily on Sunday morning, June 5, while I was awayBut the money was not paid because he was short and had to wait until Friday, June 10, again He made a peculiar comment to *** stating that he “was a man of [his] word] and would pay it Friday, June 10, As I write this, the date is June – a Sunday Friday came and went without a contact from Sean – the same on Saturday and yet again today I attempted to call his cell phone on Saturday and it was blocked for incoming phone calls “at the customer’s request” - I sent a text to the number today saying how disappointed I was in his not holding up his commitmentThe service department – manager (Andre) and admin (Robin) are not to be relied upon to facilitate customer dissatisfaction either I informed Robin of how crew #left us with a leaking gas stove – we received no response whatsoever to thatSo it is my intent to spread the word about this company and their service practices as widely as possible to help others make informed decisions about their flooring purchases
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 This order was placed over days agoWe have called many times as you can see from the following phone log At this point we want our credit card account refunded and will purchase the vinyl elsewhere.
Rochester Lineolium phone Record for invoice *** Original delivery date May 8th.
Called May 7th and talked to Andre and was told vinyl had not come in He said he would call me Monday.
Monday May Andre did not call.
Called late May delivery promised by June 2nd.
Called June 6thand talked to Sue, told vinyl was at the distributor and would be shipped when they had a full truckload.
Called July 7th and talked to Amy said my order had not come inThe person (Andre) who would know was not thereAttempted to talk to Andre two more times but he was unavailable.
Called July 8th and talked to Amy againShe said Andre was checking into my order and would call me back in an hour at 11:AMAndre did not call so I called at 3:30 and was told Andre would be back by Called at and got Sue, she said Andre was on the other line so I heldAfter minutes she came back and she could help since knew more about the ordering process than AndreShe would investigate and call me back the next day.
Waited till 9:30 and Sue didn't call so I called herShe said the manager was looking into the matter and
would call me back with information after the manager came backCalled at 3:54 and Sue told me the manager had pulled my invoice and a number of other orders from the same mill that they where having trouble getting delivery fromI asked what the name if the mill was and she said she didn't know, that she wasn't really involved with the ordering from the mills which contradicts what she had said the day beforeSue also contradicted herself when she said the order had not come from the mill as she had told me June 6th that my order was at the distributor waiting for a full truckload to deliver.
I contacted another vendor who said our vinyl was in stock and could be delivered in days from the time of the orderThis also contradicts the message from Sue that they were having trouble getting orders from the mill
Regards,
*** * *** ***
Dear Revdex.com,
Our contracts state that the installation dates are goal dates and that if the materials are delayed the installation dates may varyWe are committed to make this and any customer happyDifferent answers to the same question are not unusual if there are
changes or updates from a manufacturer and, or the shipping companiesFrom time to time they will give us conflicting information and at best, we can only report this to the customers as we see it at that time.We have schedule this client for installation on this coming Friday and we will have it completed on that day
Thank you,
Thomas P***
I am concerned on the whole aspect of this situation and I have spoken to everyone involved except the [redacted] I am going to attempt to contact them today and find some resolution to this issue. But, from what I understand there may have been some confusion on both ends that cause their...
frustration and hopefully I can resolve this.
Thank you, [redacted]
Although I do not want to dispute the customer's dates and times of phone calls, our call log and notes do conflict with her information. We do our best to keep our preselected goal dates, but they are only goal dates not actual installation dates. It states on...
the invoice that installation dates may vary due to availability and when a product is back ordered or not available for their goal date, it needs to be rescheduled or chose a stock product if there is a need for a faster install.I would hope that we would be able to resolve this situation. Our installation manager has spoken with the customer and we are reviewing the customers concerns and are scheduled to get back to them before this weekend.
They were informed that the materials had arrived and we would like to schedule the installation, but the gentleman that spoke with our installation manager was reluctant to set any dates.
Thank you,
Thomas P[redacted]
I will be faxing copy of contract as requested. It is not easy to read, so I think it will be even worse as a fax. I read...
response from Rochester Linoleum, it was worth noting that they did not call it a "special order". I did call numerous times prior to 4/11/2015, to cancell order. Special orders do not have a style name "Galleria Pride" or a SKU "1415".
Thanks, [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.While I appreciate the apology, it does not address the prolific level of "misinformation" we received about our scheduled carpet installation. Given the number of "explanations" we were given about why our carpet was not available over six weeks after we paid for half the carpet and several requests for documentation of the order date of our carpet, it is clear to us that our deposit was accepted but our order was not placed until we complained. We don't understand how this is acceptable business practice or customer service. We would think you would want better for your business.
On a side note, our order finally came in and has been installed. The team that did the installation were great. The carpet, so far, looks beautiful. Unfortunately, as they transitioned the hallway carpet they were installing with the other rooms along the hall, they noted the carpet we purchased from you at the same time we purchased the carpet they were installing had been poorly installed. There is an obvious glue stain from the original installation, the carpet is "bubbling" away from the walls and the seam is poorly finished. They graciously offered to fix the seam with the remainder of the carpet from the prior install and were surprised to learn the extra pieces had been removed by the prior installers. The lead installer gave us the customer service number to call. We will follow up but, frankly, we do not expect a satisfactory resolution.
Regards,
[redacted]
I was not informed of rudeness on the first complaint, therefore I could not address the issue.
I do apologies for any inconvenience and we are regretful that a customer was miss informed or miss treated in any way. We are very happy that they chose to do business with us and hopefully they are satisfied with the final installed carpeting. Please accept our apologies.
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, 18 days after the tile was in. The company was NOT on site when I refused to pay the balance. This was a conversation with [redacted], 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 3 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 8 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]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10680704, 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.]DID NOT RECEIVE A TELEPHONE CALL FROM TOM LIKED HE SAID HE WOULD!!!!! THIS IS WHAT
MY ORIGINAL COMPLAINT HAS BEEN - NO ONE FOLLOWS THROUGH WITH ANYTHING THEY PROMISE!!!!!
SO UPSETTING AND POOR CUSTOMER SERVICE!!!!!!!!!
Regards,
[redacted]
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:
--------------------------------------------------------------------------------...⇄ /> Hello 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
--------------------------------------------------------------------------------...⇄ /> That 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 situationAt 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,*** *** *** ***
They are supposed to come this Tuesday, Nov 18th, to repair the scratches in the woodThey also said they would drop off molding that wasn't done for the hardwood floor as they missed two sectionsNot sure when they will deliver the molding.I hope both gets done by TuesdayThank
you,
***
First of all, contrary to what you have stated, they have NOT gotten back to me In fact, most of my correspondence with them has been from me They say they will get back to me but never do
Their letter to you was misleading It was NOT the sub floor that was the problem It was the Luan flooring they put down prior to the linoleum There was NO squeaking before their work and now major squeaking just as you enter my kitchen I refuse to pay for any remediation they suggest My final offer:
They pull out the whole floor and redo the project OR
Give me my money back so I can go to another flooring dealerThey are obviously giving you lip service only*** ***
***,
We are replacing all the tile work that the customer is unhappy withI have ordered all new product and we will be scheduling a weekend installation once the material arrives
Thank you,
***
Dear Revdex.com,
This was processed in error on the day of installationOur accounting office had requested the balance to be paid and when the installer called in that the job was completed we had processed the payment per our contractUltimately the stair case was completed and the customer
did notify of our error at that time.Our apologiesThank you,
Thomas P***
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 belowWhen I got home I immediately called the Corporate office to complain and left a message for *** ***I recieved a call the next day from *** *** 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 ***'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,
*** ***
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
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
While I understand the installation date on the contract may change, what I do not understand or accept is that on three separate days I confirmed the installation would occur on 11/8/and only when we called when no one called us or showed up on the rescheduled installation date were we told our carpet was not in RochesterWhy, when our carpet was not in Rochester on 11/were we told it was ready for installationWhy were we not called and informed there was a delayThat would have been good customer serviceThis lack of contact followed by changing stories and outright rudeness from salesman Brown are unacceptableI will say Richard S*** was polite albeit frustrated by our pursuit of a resolution to our situation
Regards,
*** ***
What more do I need to explain to you!!!!!
The people that work for this company are clearly not working for the best interest of the company.
I have dealt with several people in different operations and locations of this company and absolutely no one Can follow through with anything they say they are going to do Even the regional MOD seemed so apologetic on the phone to me But clearly was not sincere since he too can not follow through with his actions also!!!!! I HAVE HAD ENOUGH AND WANT NOTHING TO DO WITH THIS COMPANY IN THE FUTURE!!!!!! MY COMPLAINT WILL REMAIN ON Revdex.com AS NO ONE SEEMS TO BE HELPING ME RESOLVE THIS ISSUE
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.Message from consumer taken over the phone: I am willing to accept the offer that was made by the business, of $discount on my purchase I have tried to contact them, leaving messages with Richard S*** and requesting a revised invoice reflecting this I have not receive a call back Please contact me to resolve this complaint
Regards,
Laurie Card
I purchased square feet of porcelain tile for my kitchen The quality of the tile is very good but I would never buy from this store againThe salesmen told me that I could pick up my tile in to weeks The problems started when I started calling about the delivery days later I was repeatedly lied to Things like it is on the truck and will be here next Tuesday (actually received days after that) I was lied to by the salesman on different times and by the service department two or three more times Further the salesman had told me to place the tiles tight together The tiles came with no instructions so I checked out their website an it indicated if the tiles were laid with less then a 1/8" gap the warranty would be voided I had to load the pounds of tile by myself as the only one left in the store was an older salesmen Then when I asked to return three left over boxes I was informed that there were no returns for special orders I would not recommend anyone shopping at any of their stores
Rochester Linoleum and Carpet – vinyl floor installationLet me start with the good I was remodeling a powder room, down to the flooring and all Ceramic was my wish, but reality set in when it came time to figure out how to redo the toilet I was taking out vinyl tiles, so a single piece of vinyl seemed in order The dimensions were ft by ft so we looked for remnants We had just had a very nice dinner at one of our favorite restaurants and stopped at Rochester Linoleum store in Webster on our way home and found a remnant we could live with It took a while but I got it down and the powder room came out nice I did learn that I would not be able to do an entire area like our kitchen and eat in area or the foyer with a closet so we went back to discuss what it would cost to do a similar install in those areas The sales staff seemed knowledgeable and we were able to get to an agreement on the project so we signed up to have it doneThe estimator came out a few days later and also seemed knowledgeable and we fine-tuned the contract and put down a 20% cash deposit That is the end of the happy notesTwo plus weeks later was the date of the install I had emptied the kitchen of everything – large trestle style table and chairs included We have a bird with floor cage in that area so we moved him to another room as well Now our house is not really usable The first team shows up almost on time with no phone call as was promised When I mentioned that he basically yelled back that he had called and left a message with a name that is not part of our household (wrong number) I ended up firing this chap when he approached our refrigerator with a pair of ChanneLok pliers to remove the copper water line – I told him he couldn’t use those or a crescent wrench – he came up to me inches from my face and yelled: “Then go get one – NOW!” No workman talks to me like that in my house – period And when he reinstalled my gas stove prior to leaving he left a gas leak, evident later when we came back from going out to dinner I had multiple phone calls with their service department manager and admin during this time also and was assured a new crew would be there “tomorrow morning” (Wednesday)Wednesday morning – finally get a call around 11:am from Sean (“… of *** ***”) and was told they would be there – they show up about noon and get to work I had disconnected the stove and left it pulled out I had pulled out and disconnected the fridge, put a yellow fabric shipping band around the fridge and put it under high tension to keep the doors closed and left it pulled out but still plugged in I had a piece of subflooring laid out near the foyer where I hoped they could put the fridge, but the air bag device they used to move it would not work on carpet (they tried!) and only just barely on a piece of underlayment The fridge was in a very difficult location throughout I had a power extension near the fridge in its new location so I went to plug it in only to find that the prongs on the plug had been mangled I showed to the crew leader and his response was: “Oh yeah – that happens” I had needle nose pliers nearby and moved the prongs back into position so it would go into the socket Mind you when I say mangled, I mean mangled – the ground prong was bent flat between the hot and neutral prongs which also were bent severelyThe rip out took from exactly noon to exactly 2:pm The foyer wasn’t even touchedWe went out to supper again wondering how they would get this all done as promised on Thursday When we returned, she noticed the side door had been scraped up by the removal of all the debris from the rip out I brought this to our crew leader’s attention Thursday shortly after they arrived He was receptive to somewhat circumspect when I explained that I had removed the door two years prior, stripped it to bare metal and spray painted it with *** primer and interior finish on the interior side and brushed on exterior (color) One of his assistants interrupted at that point to observe: “yeah that is a lousy paint job” to which I responded appropriately and colorfully before admonishing crew leader to keep his personnel under control Crew leader then laid down his favorite phrase in response: “What’s it gonna take to make you happy”? Eventually I suggested $to buy me a can of the color paint I used for the exterior trim, which he agreed toThe work progressed with the member crew through the day (Thursday) It came time to reinstall the appliances and I asked that I be the one to do the connections due to previous events with the mangled plug, gas leak and copper water line Using my best technique I connected the water line and plug and let the crew put the fridge in place Same with the stove; a I did the gas line connection I took full responsibility for that act The rate of work increased to a feverish pace with the saw going off frequently and rapidly to chop up quarter round molding pieces, and the snap of the nail gun to put them in place I kept my nose out of that The crew left stating they had more work to do and would be back on Friday to place sealer on the seam and complete the molding work We went out to dinner and when we came back I needed to go down to my basement office to reboot the router, a fortuitous occurrence as I found water on the floor, in the ceiling light panel and tiles and all over my papers on a card table directly beneath the leaking area The copper water line had been kinked in two closely spaced areas and shoved back into the floor so it would remain erect appearing as it had when I first disconnected it [note well – it had been never disconnected before this job, and I personally disconnected it – it was not kinked when the workmen entered the area to do the flooring work] It took two to three hours to mop up the area, bring the papers upstairs to lay out on the kitchen table to dry overnight and use the rug cleaner to dry the carpet in my office The next morning (Friday) I went to Ferguson plumbing supply to buy a couple ¼” unions to repair the leaking tube which took me an hour to do The cost was minimal - $– but the damage done was more significant {note: in reconstructing this event, it is clear that the tubing which was projecting straight up from the floor several feet was bent over twice by the workmen; once bent and kinked it could no longer stand straight, so someone pushed the kink into the floor so the tube would once again stand straight – I tried to explain this to Robin and she kept asking what “kinked” meant I told her to have someone with some technical skills explain that to her and terminated the phone callOn Friday I showed him the kinked tube piece I had cut out He wasn’t very impressed near as I could tell but accepted responsibility, and holding to his mantra of “what will it take to make you happy?” we ultimately agreed to split the cost of a box of ceiling tiles which is the only way they can be purchased at $per box (before tax) Then he said we would settle up next Friday when he gets paid AgreedSean said he would be by on Sunday to finish things but when Sunday came around he called minutes before he was supposed to be here and informed us of his personal problem keeping him at home near a toilet all day He wanted to come by Monday and we agreed But we still had problems with the work – a ‘punch list’ was generated of unacceptable pieces of molding and transitions After numerous broken appointments, this work was finally completed satisfactorily on Sunday morning, June 5, while I was awayBut the money was not paid because he was short and had to wait until Friday, June 10, again He made a peculiar comment to *** stating that he “was a man of [his] word] and would pay it Friday, June 10, As I write this, the date is June – a Sunday Friday came and went without a contact from Sean – the same on Saturday and yet again today I attempted to call his cell phone on Saturday and it was blocked for incoming phone calls “at the customer’s request” - I sent a text to the number today saying how disappointed I was in his not holding up his commitmentThe service department – manager (Andre) and admin (Robin) are not to be relied upon to facilitate customer dissatisfaction either I informed Robin of how crew #left us with a leaking gas stove – we received no response whatsoever to thatSo it is my intent to spread the word about this company and their service practices as widely as possible to help others make informed decisions about their flooring purchases
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 This order was placed over days agoWe have called many times as you can see from the following phone log At this point we want our credit card account refunded and will purchase the vinyl elsewhere.
Rochester Lineolium phone Record for invoice *** Original delivery date May 8th.
Called May 7th and talked to Andre and was told vinyl had not come in He said he would call me Monday.
Monday May Andre did not call.
Called late May delivery promised by June 2nd.
Called June 6thand talked to Sue, told vinyl was at the distributor and would be shipped when they had a full truckload.
Called July 7th and talked to Amy said my order had not come inThe person (Andre) who would know was not thereAttempted to talk to Andre two more times but he was unavailable.
Called July 8th and talked to Amy againShe said Andre was checking into my order and would call me back in an hour at 11:AMAndre did not call so I called at 3:30 and was told Andre would be back by Called at and got Sue, she said Andre was on the other line so I heldAfter minutes she came back and she could help since knew more about the ordering process than AndreShe would investigate and call me back the next day.
Waited till 9:30 and Sue didn't call so I called herShe said the manager was looking into the matter and
would call me back with information after the manager came backCalled at 3:54 and Sue told me the manager had pulled my invoice and a number of other orders from the same mill that they where having trouble getting delivery fromI asked what the name if the mill was and she said she didn't know, that she wasn't really involved with the ordering from the mills which contradicts what she had said the day beforeSue also contradicted herself when she said the order had not come from the mill as she had told me June 6th that my order was at the distributor waiting for a full truckload to deliver.
I contacted another vendor who said our vinyl was in stock and could be delivered in days from the time of the orderThis also contradicts the message from Sue that they were having trouble getting orders from the mill
Regards,
*** * *** ***
Dear Revdex.com,
Our contracts state that the installation dates are goal dates and that if the materials are delayed the installation dates may varyWe are committed to make this and any customer happyDifferent answers to the same question are not unusual if there are
changes or updates from a manufacturer and, or the shipping companiesFrom time to time they will give us conflicting information and at best, we can only report this to the customers as we see it at that time.We have schedule this client for installation on this coming Friday and we will have it completed on that day
Thank you,
Thomas P***
I am concerned on the whole aspect of this situation and I have spoken to everyone involved except the [redacted] I am going to attempt to contact them today and find some resolution to this issue. But, from what I understand there may have been some confusion on both ends that cause their...
frustration and hopefully I can resolve this.
Thank you, [redacted]
Dear Revdex.com,
Although I do not want to dispute the customer's dates and times of phone calls, our call log and notes do conflict with her information. We do our best to keep our preselected goal dates, but they are only goal dates not actual installation dates. It states on...
the invoice that installation dates may vary due to availability and when a product is back ordered or not available for their goal date, it needs to be rescheduled or chose a stock product if there is a need for a faster install.I would hope that we would be able to resolve this situation. Our installation manager has spoken with the customer and we are reviewing the customers concerns and are scheduled to get back to them before this weekend.
They were informed that the materials had arrived and we would like to schedule the installation, but the gentleman that spoke with our installation manager was reluctant to set any dates.
Thank you,
Thomas P[redacted]
I will be faxing copy of contract as requested. It is not easy to read, so I think it will be even worse as a fax. I read...
response from Rochester Linoleum, it was worth noting that they did not call it a "special order". I did call numerous times prior to 4/11/2015, to cancell order. Special orders do not have a style name "Galleria Pride" or a SKU "1415".
Thanks, [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.While I appreciate the apology, it does not address the prolific level of "misinformation" we received about our scheduled carpet installation. Given the number of "explanations" we were given about why our carpet was not available over six weeks after we paid for half the carpet and several requests for documentation of the order date of our carpet, it is clear to us that our deposit was accepted but our order was not placed until we complained. We don't understand how this is acceptable business practice or customer service. We would think you would want better for your business.
On a side note, our order finally came in and has been installed. The team that did the installation were great. The carpet, so far, looks beautiful. Unfortunately, as they transitioned the hallway carpet they were installing with the other rooms along the hall, they noted the carpet we purchased from you at the same time we purchased the carpet they were installing had been poorly installed. There is an obvious glue stain from the original installation, the carpet is "bubbling" away from the walls and the seam is poorly finished. They graciously offered to fix the seam with the remainder of the carpet from the prior install and were surprised to learn the extra pieces had been removed by the prior installers. The lead installer gave us the customer service number to call. We will follow up but, frankly, we do not expect a satisfactory resolution.
Regards,
[redacted]
Dear Revdex.com,
I was not informed of rudeness on the first complaint, therefore I could not address the issue.
I do apologies for any inconvenience and we are regretful that a customer was miss informed or miss treated in any way. We are very happy that they chose to do business with us and hopefully they are satisfied with the final installed carpeting. Please accept our apologies.
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, 18 days after the tile was in. The company was NOT on site when I refused to pay the balance. This was a conversation with [redacted], 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 3 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 8 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]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10680704, 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.]DID NOT RECEIVE A TELEPHONE CALL FROM TOM LIKED HE SAID HE WOULD!!!!! THIS IS WHAT
MY ORIGINAL COMPLAINT HAS BEEN - NO ONE FOLLOWS THROUGH WITH ANYTHING THEY PROMISE!!!!!
SO UPSETTING AND POOR CUSTOMER SERVICE!!!!!!!!!
Regards,
[redacted]