I would like to thank Rochester Linoleum & Carpet One for a job well done. We purchased laminate flooring for living room , dinning room and kitchen. Also some ceramic flooring for our entrance way. Salesperson was friendly and helped with our choices. The installers were polite and neat as possible. We were happy with our experience and love the way it looks.
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 same. I have also left him my cell number, ###-###-####. I have this with me at all times versus leaving a message at the [office. I will...
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.We never had a rejection! We were never contacted. All they do is lie!! I will send the log if it will help get them out of the Revdex.com. I know this is going no-where and I know our carpet will not get replaced. I just want to save other customers the headaches we had had with this company!! It makes me so sick to pay that bill every month! If they are in the Revdex.com it should be a trusted company! I dont know what to trust anymore.
Regards,
Martin Boehm
Dear Revdex.com,
We did not remove or replace a subfloor at this home. Our contract was to remove the existing vinyl floor and the underlayment and to install new underlayment and flooring. After the installation was completed there was no record of a squeak.
Upon inspection we found a...
squeak that we believe may be the subfloor. Because there is no access from the basement to this area, we would have to open the flooring at a grout line and secure the subfloor from the top, this is not acceptable to the customer. We have agreed to replace the flooring and when the flooring is removed and if the squeak still persist, the replacement cost of the subfloor repair and the new flooring will be the customers responsibility.We will attempt to contact him once more and offer the original repair solution and see if that is a acceptable. I will also make note that we have been in constant contact with this customer and we are committed to continue servicing him.
Thank you,
Thomas P[redacted]
Dear Revdex.com,
We can not and do not warranty against squeaks in a subfloor. This customers complaint references a subfloor, we did not replace a subfloor, only the 1/4" underlayment that was installed on top. The underlayment is not squeaking, the subfloor is, just as any home can do.
But, we have already ordered new material to help with this situation and we will be pulling the underlayment and the new flooring for replacement. Hopefully we can relive his issue at that time.
This is above and beyond our original scope of work.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
When I got home I immediately called the Corporate office to complain and left a message for [redacted]. I recieved a call the next day from [redacted] and he did offer to answer my questions, talk with the sales associate and take some sort of action against him and give me a discount. I do not know what the repercussions were, but I hope that they were enough to stop him from treating people the way he did. The manager at the webster location called me the day they recieved my Revdex.com complaint, after knowing about the problem for 4 days. He offered an apology, however, the timing of his apology did not make it seem sincere. After considering [redacted]'s discount offer I decided that the Webster location had shown me too many times that the customer is not valued and I decided that I didn't want to take any chances with dealing with that sort of company further. At 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 location. I take offense to the business response for lying about the sequence of events and crediting the sale associate for doing anything in the matter.
Regards,
[redacted]
The installation has been completed. There were a few accent tiles on back order and we admittitley were late on the completion. What 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 discount. It is against company policy to renegotiate a contract on the jobsite with the installer. This 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 moisture. it is recommended that they contact their insurance company or a cabinet repair company and establish what the cause of moisture problem is.
[redacted]
Rochester Linoleum seems to want to avoid the real issue here. The photo of the floor that they submitted was taken by them after the SECOND installer removed it from my floor and brought it back to the store. So, that isn't even the issue that is in debate right now. That plank was replaced.
My major concern right now is that they refuse to fix the damaged floor caused by their installers on the SECOND visit. I have attached photos showing that the end of the plank is bent up as a result of the installers trying to jam two planks together, that were not cut properly, to fit together. Rochester Linoleum keeps telling me to refer back to the contract that states any defect in the floor is covered under the manufacturers warranty, but it fails to acknowledge the statement directly under that saying that installation is guaranteed for one year from date of install. They continue to address my main issue and they keep trying to push it off to the manufacturer. I have had 2 other independent installers come and look at the floor and they said that the floor is NOT defected, it's all about the installer trying to kick a piece into a place where it didn't fit. I sent them the same pictures that are attached the Friday afternoon when they claimed I was verbally abusive, but they failed to address that or post that in their response.
Furthermore, I in NO WAY was verbally abusive to anyone at Rochester Linoleum. Was I upset? There is NO DOUBT about that. I was/am still upset and beyond frustrated with the way they are trying to twist things around and not deal with the exact matter at hand, but I never swore or used any profanity in talking with them. I was at work at the time of the call on Friday and I had 10 co-workers standing around listening to the conversation. I would have gotten fired if I was yelling profanities in the office, so that definitely didn't happen.
I am expecting that Rochester Linoleum will stand being their contract and fix the problem that was caused by their installers.
Bureau:
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.The business states: "We were scheduled for installation on 9/10/15 per our contract."
My response: Our original scheduled install date was 8/3/15. As far as I know, this is the only contract I signed with the company. The only reason we had placed our order with the sales rep in the first place was because he had assured us that the carpet would be installed before my family from Argentina visited us in mid-August. The purpose of our order was to install carpet in two bedrooms in which they were going to be staying. If the company had informed me ahead of time that the install wouldn't take place until 9/10/15 I would not have ordered and would have instead found a faster solution.
The business states: "We confirmed the installation on 9/9/15."
My response: A representative called me on 9/9/15 to tell me the carpet had finally arrived (one month and six days after our original install date). She asked me when I would like it installed. I told her as soon as possible. She asked me "how about tomorrow?" I said yes and asked what time. She could not tell me a specific time, or even window of time, but said that someone would call me between 8am and 10am on 9/10/15 to confirm. In that same conversation I told her about the stair runner conversation I had with Mark, our salesman, and asked her to confirm that our stair runner would also be installed on 9/10/15. She said she needed to check on that and she would get back to me. She never got back to me and I never received any further communication by phone or email from the company. If it will help resolve this issue I will attempt to pull my phone records to provide that information. Please let me know.
The business states: "At that time [9/9/15] the customer notified our service department that there was a verbal discussion referencing a carpet runner that the customer wanted to have installed at the time of installation.
My response: Yes, I asked to representative to confirm that the stair runner would be installed on 9/10/15 at the same time the carpet was to be installed. It was not just a verbal discussion about this that I had with Mark our salesman, I have our email conversation about this and would be happy to provide this if it helps resolve this issue.
The business states: "This was NOT part of the contract and we would have corrected their needs at the time of installation.
My response: Yes, that was not a part of our original contract. I stopped in and asked Mark about this after the original order. I was assured there would be no problem having the stair runner installed. In fact, he originally suggested that I just tip the installers something for their help -- but then he said something along the lines of "... but to do things right, we should actually schedule this." He just needed to know more information, such as the specs of my stairs, the specs of my new stair runner, and what kind of roll I would like on the stairs. I provided this information to him by email on two different occasions: 8/3/15 and 8/5/15.
The business states: "We were not to get back to the customer, but we were to arrive as scheduled and decide what was needed above and beyond the original agreement and satisfy that need when we had technicians present."
My response: In the same conversation on 9/9/15 that we scheduled the 9/10/15 install date, I asked the woman to confirm that the stair runner would also be installed. She could not answer that question and said she will look into it and get back to me. I never heard back from her. In addition, I wouldn't have agreed to just decide the terms of the stair runner installation in the moment that the technicians were present. I had provided Mark all the info he had asked for relating to this back on 8/3/15 and 8/5/15 (by email). For this reason I asked for confirmation ahead of time that the stair runner would be installed. I did not just request the stair runner installation in the spur of the moment the day before the 9/10/15 install date -- I thought this was all resolved back on 8/5/15 when I sent Mark the last piece of information he had asked me for.
The business states: "we went to the home as scheduled and found no one to be there."
My response: I am not arguing this, as I wasn't home. The problem is, someone should not have come without confirming with me ahead of time. I was told I would receive a call between 8am - 10am that morning as to the time they would be coming, but I never hear anything. I also never heard back from the woman from the night before who said she would look into my stair runner question and get back to me. Something was definitely lost in communication here.
The business states: "We attempted to reschedule and or contact the customer to no avail. This is not cancellable and we need to schedule the installation as agreed."
My response: I have not heard from the company since my conversation on the evening of 9/9/15 -- whether by phone nor email -- regarding a reschedule. However, as I have mentioned, at this point -- even if the company would like to reschedule now -- I do not want to based on this entire experience. To resolve this case I have been requesting a refund of everything I have been charged for.
Regards,
[redacted]
Dear Ms. [redacted],
An estimate was received for the damaged refrigerator door. I know this is a process, but the damaged was reported after the original installer had left and the customer had signed that they were satisfied with the installation with no mention of any damage. This does...
create an issue when the crew at the time claimed that they did not damage the appliance.We investigated the damage by going to the home and requested a quote for repairs. The quote was expensive for a small dent and it had required that the entire door be replaced, again we have to go through the process of qualifying the quote through other vendors and verify the amount is competitive in the marketplace.
A refund was sent in the amount requested. I apologies for the delay, but if damage is not reported before we leave the home, it needs to be investigated thoroughly.
Thank you,
Thomas P[redacted]
I purchased, or I should say I was conned into buying, hardwood flooring for my mothers home. When I went to the store and talked with a "used car salesman" about a butterscotch color oak he told me that he had a [redacted] and an [redacted] product in that color. He showed me the samples and I selected the [redacted] because of the price. He wrote it all up, charged my card, and I signed the paperwork. The next day around 16 hours later I finally looked at the contract which stated that the product was "[redacted] in a Honey Oak color. I trusted him to write up the correct product which is all my fault for not keeping an eye on this shady moves. I called him immediately and ask him to explain. He gave me a lame excuse about the color being specially made for Rochester Linoleum and Carpet One and that it was the same color as butterscotch. I asked him about the manufacturer and he said it was [redacted] (I later received an email from [redacted] flooring congratulating me on my purchase). I told him to cancel the order and he said I would have to bring the original contract to the store and he would submit it for cancellation but it wasn't guaranteed to be approved because it was a special order item. I was never told it was a special order item nor did it say so on the contract. I was told that I would hear something on Monday which was two days away. I heard nothing so I called the main office and got the run around and was transferred to 3 different people until I landed in someones voicemail box. Of course that person didn't call me back. I put a dispute in with [redacted] and had to wait 15 days for the dispute to be placed. During that time they did not call me to tell me my flooring was in (I wouldn't have accepted it anyway) nor was my money refunded. Finally,15 days later, when it was escalated [redacted] reversed the charges because they did not respond. I still can't believe this sizable company acted like little children that couldn't get their way. They held my refund just to be spiteful. Avoid this company at all costs. The "used car salesman" will not write up what he shows you so keep and eye out, don't trust any of them, and read the contract. When you catch him he will deny it to the end and tell you that you can't cancel the order because it is a "special order item". Oh yeah, don't listen to his installation advice, he knows nothing. After listening to him I spoke with an installer that has been doing it for 30+ years and he laughed and called him a certain name I cannot mention on this form. Good luck if you make the poor decision to deal with this so called company. I ended up buying the floor from [redacted] and it was a great product for $1 a square foot cheaper, and it was ready for pick up in a week.
Neue', Helvetica, Arial, 'Lucida Grande', sans-serif;">i spoke to Andre today after calling 5 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. 6 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.
I spoke with Mr. [redacted] Wednesday morning prior to receiving this complaint. He made we aware of hi frustration and I understood that he needed carpeting installed in his home and that he and his wife had a function coming up last weekend and needed the carpet before then.
I completely understood...
and immediately offered a upgrade alternative that we had in stock.
Mr. [redacted] was a wonderful customer and he and his wife made their way in to our store to view the offered product even though they had a busy schedule.
The installation was completed the next day and although we had a rough patch on communication I believe that they are satisfied with the results.
we have had some challenges with materials shipping on time due to the nasty weather in the south. This has left a few customers disappointed with delays in their delivery. [redacted]
Dear Revdex.com:
From reading the complaint I see that there obviously some miscommunication on our end and the information that we shared with the customer was either incorrect or not explained properly. As of today , Saturday the 13th. Her carpet was installed and the installation had gone...
satisfactory. From time to time we do make mistakes and I hope this was not to inconvenient to her schedule.
thank you,
Thomas P[redacted]
Dear Revdex.com:
It is understandable that the customer would be upset, it was a very challenging layout for sheet vinyl and it needed to be replaced. This work has been done and we hope that the client is now satisfied with the results. We appreciate the opportunity.
Thank you,
Thomas P[redacted]
We recently had new carpet installed in our home and we were completely satisfied with the quality of work that was performed. I was not there the day of the installation but I came home and the carpeting looked great. In addition, they have a good guarantee on their products which keeps me coming back.
The flooring installed was done by a 35 year veteran installer. He is Certified by Armstrong to install vinyl flooring, and is factory trained.
He has reviewed the inspection report and we have reordered the flooring and a new installation will commence once we...
are able to set up a date with the customer.
Thank you,
Dear Revdex.com,
In response to the complaint, we had inspected the flooring and could only determine that the subfloor was causing the squeaking. The customer did not agree with this and is demanding that we replace the flooring. What we have done is offer to replace the flooring, but once the newly installed underlayment is removed, and if the flooring is still squeaking that we would discuss the next step needed to rectify the customers complaint. He has also disagreed with tis solution.
As a result, we have ordered new material to replace the original flooring, it has arrived and owe are going to send out a service contractor to review the subfloor once more prior to replacement and discuss the findings with the customer before we proceed with a replacement.
Thank you,
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I spoke to Mr. P[redacted] on Monday, August 10th, 2015, the conversation ended with him stating that he would look into what else could be done for me. He called back at approximately 2:30 on Wednesday August 12, 2015 and left a voice mail to return the call, which I did later that afternoon. I also tried to follow up with him the next day and left him a second voice mail to return my call. Since the 12th, I've not heard from him. This is in keeping with the habit of the employees of Rochester Linoleum/Carpet One of not returning phone calls. I'e been led to believe at every step of the way that the company would make this situation right. First by Richard, our salesman, them by Richard, the store manager, the service department and finally, Mr. P[redacted] during our phone conversation. I've been told by everyone that I've spoken to that this is not the way they do business, and this is not the reputation that they want in the community. It has become apparent to me that I should have looked them up with the Revdex.com prior to purchasing carpet from them, as the long list of complaints against them certainly would have been a deterrent. Mr. P[redacted] was rude and argumentative during our conversation, continually talking over me, even scoffing at the notion of a Revdex.com complaint, stating that it means nothing. It wasn't until I pointed out that, having worked in customer service myself, sometimes you have to take the verbal beating and smile in the name of service that he calmed down and let me speak with fewer interruptions. I will continue to pursue this because I refuse to be intimidated by someone treating me like a dumb broad on the phone.
Regards,
[redacted]
Revdex.com:Our floor has been completed. However, I want to make it clear that on October 28, when our card was charged, I received 3 phone calls, from 3 different people (Robin, Andre, and Tom), at first requesting, then not so nicely requesting, another $3000. I refused. I said that once the job was completed we would pay the full amount as agreed. A few days later, my husband, Vincent Starr, noted the charge for the full amount (4956.73) without our authorization, apparently after they had gotten my third refusal to pay more. When we noted the charge, we issued the complaint. 2 more dates for completion were given to us, both cancelled because the "wrong" product had arrived. On 11/14 our floor was completed.
In our opinion, we feel that this company took advantage of the fact that we are elderly and thought we would not notice that the charge was placed.
Thank you
Regards,
[redacted]
[redacted]
I would like to thank Rochester Linoleum & Carpet One for a job well done. We purchased laminate flooring for living room , dinning room and kitchen. Also some ceramic flooring for our entrance way. Salesperson was friendly and helped with our choices. The installers were polite and neat as possible. We were happy with our experience and love the way it looks.
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 same. I have also left him my cell number, ###-###-####. I have this with me at all times versus leaving a message at the [office. I will...
attempt to contact him again today.
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.We never had a rejection! We were never contacted. All they do is lie!! I will send the log if it will help get them out of the Revdex.com. I know this is going no-where and I know our carpet will not get replaced. I just want to save other customers the headaches we had had with this company!! It makes me so sick to pay that bill every month! If they are in the Revdex.com it should be a trusted company! I dont know what to trust anymore.
Regards,
Martin Boehm
Dear Revdex.com,
We did not remove or replace a subfloor at this home. Our contract was to remove the existing vinyl floor and the underlayment and to install new underlayment and flooring. After the installation was completed there was no record of a squeak.
Upon inspection we found a...
squeak that we believe may be the subfloor. Because there is no access from the basement to this area, we would have to open the flooring at a grout line and secure the subfloor from the top, this is not acceptable to the customer. We have agreed to replace the flooring and when the flooring is removed and if the squeak still persist, the replacement cost of the subfloor repair and the new flooring will be the customers responsibility.We will attempt to contact him once more and offer the original repair solution and see if that is a acceptable. I will also make note that we have been in constant contact with this customer and we are committed to continue servicing him.
Thank you,
Thomas P[redacted]
Dear Revdex.com,
We can not and do not warranty against squeaks in a subfloor. This customers complaint references a subfloor, we did not replace a subfloor, only the 1/4" underlayment that was installed on top. The underlayment is not squeaking, the subfloor is, just as any home can do.
But, we have already ordered new material to help with this situation and we will be pulling the underlayment and the new flooring for replacement. Hopefully we can relive his issue at that time.
This is above and beyond our original scope of work.
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.
When I got home I immediately called the Corporate office to complain and left a message for [redacted]. I recieved a call the next day from [redacted] and he did offer to answer my questions, talk with the sales associate and take some sort of action against him and give me a discount. I do not know what the repercussions were, but I hope that they were enough to stop him from treating people the way he did. The manager at the webster location called me the day they recieved my Revdex.com complaint, after knowing about the problem for 4 days. He offered an apology, however, the timing of his apology did not make it seem sincere. After considering [redacted]'s discount offer I decided that the Webster location had shown me too many times that the customer is not valued and I decided that I didn't want to take any chances with dealing with that sort of company further. At 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 location. I take offense to the business response for lying about the sequence of events and crediting the sale associate for doing anything in the matter.
Regards,
[redacted]
The installation has been completed. There were a few accent tiles on back order and we admittitley were late on the completion. What 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 discount. It is against company policy to renegotiate a contract on the jobsite with the installer. This 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 moisture. it is recommended that they contact their insurance company or a cabinet repair company and establish what the cause of moisture problem is.
[redacted]
Rochester Linoleum seems to want to avoid the real issue here. The photo of the floor that they submitted was taken by them after the SECOND installer removed it from my floor and brought it back to the store. So, that isn't even the issue that is in debate right now. That plank was replaced.
My major concern right now is that they refuse to fix the damaged floor caused by their installers on the SECOND visit. I have attached photos showing that the end of the plank is bent up as a result of the installers trying to jam two planks together, that were not cut properly, to fit together. Rochester Linoleum keeps telling me to refer back to the contract that states any defect in the floor is covered under the manufacturers warranty, but it fails to acknowledge the statement directly under that saying that installation is guaranteed for one year from date of install. They continue to address my main issue and they keep trying to push it off to the manufacturer. I have had 2 other independent installers come and look at the floor and they said that the floor is NOT defected, it's all about the installer trying to kick a piece into a place where it didn't fit. I sent them the same pictures that are attached the Friday afternoon when they claimed I was verbally abusive, but they failed to address that or post that in their response.
Furthermore, I in NO WAY was verbally abusive to anyone at Rochester Linoleum. Was I upset? There is NO DOUBT about that. I was/am still upset and beyond frustrated with the way they are trying to twist things around and not deal with the exact matter at hand, but I never swore or used any profanity in talking with them. I was at work at the time of the call on Friday and I had 10 co-workers standing around listening to the conversation. I would have gotten fired if I was yelling profanities in the office, so that definitely didn't happen.
I am expecting that Rochester Linoleum will stand being their contract and fix the problem that was caused by their installers.
Better Business...
Bureau:
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.The business states: "We were scheduled for installation on 9/10/15 per our contract."
My response: Our original scheduled install date was 8/3/15. As far as I know, this is the only contract I signed with the company. The only reason we had placed our order with the sales rep in the first place was because he had assured us that the carpet would be installed before my family from Argentina visited us in mid-August. The purpose of our order was to install carpet in two bedrooms in which they were going to be staying. If the company had informed me ahead of time that the install wouldn't take place until 9/10/15 I would not have ordered and would have instead found a faster solution.
The business states: "We confirmed the installation on 9/9/15."
My response: A representative called me on 9/9/15 to tell me the carpet had finally arrived (one month and six days after our original install date). She asked me when I would like it installed. I told her as soon as possible. She asked me "how about tomorrow?" I said yes and asked what time. She could not tell me a specific time, or even window of time, but said that someone would call me between 8am and 10am on 9/10/15 to confirm. In that same conversation I told her about the stair runner conversation I had with Mark, our salesman, and asked her to confirm that our stair runner would also be installed on 9/10/15. She said she needed to check on that and she would get back to me. She never got back to me and I never received any further communication by phone or email from the company. If it will help resolve this issue I will attempt to pull my phone records to provide that information. Please let me know.
The business states: "At that time [9/9/15] the customer notified our service department that there was a verbal discussion referencing a carpet runner that the customer wanted to have installed at the time of installation.
My response: Yes, I asked to representative to confirm that the stair runner would be installed on 9/10/15 at the same time the carpet was to be installed. It was not just a verbal discussion about this that I had with Mark our salesman, I have our email conversation about this and would be happy to provide this if it helps resolve this issue.
The business states: "This was NOT part of the contract and we would have corrected their needs at the time of installation.
My response: Yes, that was not a part of our original contract. I stopped in and asked Mark about this after the original order. I was assured there would be no problem having the stair runner installed. In fact, he originally suggested that I just tip the installers something for their help -- but then he said something along the lines of "... but to do things right, we should actually schedule this." He just needed to know more information, such as the specs of my stairs, the specs of my new stair runner, and what kind of roll I would like on the stairs. I provided this information to him by email on two different occasions: 8/3/15 and 8/5/15.
The business states: "We were not to get back to the customer, but we were to arrive as scheduled and decide what was needed above and beyond the original agreement and satisfy that need when we had technicians present."
My response: In the same conversation on 9/9/15 that we scheduled the 9/10/15 install date, I asked the woman to confirm that the stair runner would also be installed. She could not answer that question and said she will look into it and get back to me. I never heard back from her. In addition, I wouldn't have agreed to just decide the terms of the stair runner installation in the moment that the technicians were present. I had provided Mark all the info he had asked for relating to this back on 8/3/15 and 8/5/15 (by email). For this reason I asked for confirmation ahead of time that the stair runner would be installed. I did not just request the stair runner installation in the spur of the moment the day before the 9/10/15 install date -- I thought this was all resolved back on 8/5/15 when I sent Mark the last piece of information he had asked me for.
The business states: "we went to the home as scheduled and found no one to be there."
My response: I am not arguing this, as I wasn't home. The problem is, someone should not have come without confirming with me ahead of time. I was told I would receive a call between 8am - 10am that morning as to the time they would be coming, but I never hear anything. I also never heard back from the woman from the night before who said she would look into my stair runner question and get back to me. Something was definitely lost in communication here.
The business states: "We attempted to reschedule and or contact the customer to no avail. This is not cancellable and we need to schedule the installation as agreed."
My response: I have not heard from the company since my conversation on the evening of 9/9/15 -- whether by phone nor email -- regarding a reschedule. However, as I have mentioned, at this point -- even if the company would like to reschedule now -- I do not want to based on this entire experience. To resolve this case I have been requesting a refund of everything I have been charged for.
Regards,
[redacted]
Dear Ms. [redacted],
An estimate was received for the damaged refrigerator door. I know this is a process, but the damaged was reported after the original installer had left and the customer had signed that they were satisfied with the installation with no mention of any damage. This does...
create an issue when the crew at the time claimed that they did not damage the appliance.We investigated the damage by going to the home and requested a quote for repairs. The quote was expensive for a small dent and it had required that the entire door be replaced, again we have to go through the process of qualifying the quote through other vendors and verify the amount is competitive in the marketplace.
A refund was sent in the amount requested. I apologies for the delay, but if damage is not reported before we leave the home, it needs to be investigated thoroughly.
Thank you,
Thomas P[redacted]
I purchased, or I should say I was conned into buying, hardwood flooring for my mothers home. When I went to the store and talked with a "used car salesman" about a butterscotch color oak he told me that he had a [redacted] and an [redacted] product in that color. He showed me the samples and I selected the [redacted] because of the price. He wrote it all up, charged my card, and I signed the paperwork. The next day around 16 hours later I finally looked at the contract which stated that the product was "[redacted] in a Honey Oak color. I trusted him to write up the correct product which is all my fault for not keeping an eye on this shady moves. I called him immediately and ask him to explain. He gave me a lame excuse about the color being specially made for Rochester Linoleum and Carpet One and that it was the same color as butterscotch. I asked him about the manufacturer and he said it was [redacted] (I later received an email from [redacted] flooring congratulating me on my purchase). I told him to cancel the order and he said I would have to bring the original contract to the store and he would submit it for cancellation but it wasn't guaranteed to be approved because it was a special order item. I was never told it was a special order item nor did it say so on the contract. I was told that I would hear something on Monday which was two days away. I heard nothing so I called the main office and got the run around and was transferred to 3 different people until I landed in someones voicemail box. Of course that person didn't call me back. I put a dispute in with [redacted] and had to wait 15 days for the dispute to be placed. During that time they did not call me to tell me my flooring was in (I wouldn't have accepted it anyway) nor was my money refunded. Finally,15 days later, when it was escalated [redacted] reversed the charges because they did not respond. I still can't believe this sizable company acted like little children that couldn't get their way. They held my refund just to be spiteful. Avoid this company at all costs. The "used car salesman" will not write up what he shows you so keep and eye out, don't trust any of them, and read the contract. When you catch him he will deny it to the end and tell you that you can't cancel the order because it is a "special order item". Oh yeah, don't listen to his installation advice, he knows nothing. After listening to him I spoke with an installer that has been doing it for 30+ years and he laughed and called him a certain name I cannot mention on this form. Good luck if you make the poor decision to deal with this so called company. I ended up buying the floor from [redacted] and it was a great product for $1 a square foot cheaper, and it was ready for pick up in a week.
Neue', Helvetica, Arial, 'Lucida Grande', sans-serif;">i spoke to Andre today after calling 5 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. 6 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.
I spoke with Mr. [redacted] Wednesday morning prior to receiving this complaint. He made we aware of hi frustration and I understood that he needed carpeting installed in his home and that he and his wife had a function coming up last weekend and needed the carpet before then.
I completely understood...
and immediately offered a upgrade alternative that we had in stock.
Mr. [redacted] was a wonderful customer and he and his wife made their way in to our store to view the offered product even though they had a busy schedule.
The installation was completed the next day and although we had a rough patch on communication I believe that they are satisfied with the results.
we have had some challenges with materials shipping on time due to the nasty weather in the south. This has left a few customers disappointed with delays in their delivery. [redacted]
Dear Revdex.com:
From reading the complaint I see that there obviously some miscommunication on our end and the information that we shared with the customer was either incorrect or not explained properly. As of today , Saturday the 13th. Her carpet was installed and the installation had gone...
satisfactory. From time to time we do make mistakes and I hope this was not to inconvenient to her schedule.
thank you,
Thomas P[redacted]
Dear Revdex.com:
It is understandable that the customer would be upset, it was a very challenging layout for sheet vinyl and it needed to be replaced. This work has been done and we hope that the client is now satisfied with the results. We appreciate the opportunity.
Thank you,
Thomas P[redacted]
We recently had new carpet installed in our home and we were completely satisfied with the quality of work that was performed. I was not there the day of the installation but I came home and the carpeting looked great. In addition, they have a good guarantee on their products which keeps me coming back.
Dear Revdex.com,
The flooring installed was done by a 35 year veteran installer. He is Certified by Armstrong to install vinyl flooring, and is factory trained.
He has reviewed the inspection report and we have reordered the flooring and a new installation will commence once we...
are able to set up a date with the customer.
Thank you,
Thomas P[redacted]
Dear Revdex.com,
In response to the complaint, we had inspected the flooring and could only determine that the subfloor was causing the squeaking. The customer did not agree with this and is demanding that we replace the flooring. What we have done is offer to replace the flooring, but once the newly installed underlayment is removed, and if the flooring is still squeaking that we would discuss the next step needed to rectify the customers complaint. He has also disagreed with tis solution.
As a result, we have ordered new material to replace the original flooring, it has arrived and owe are going to send out a service contractor to review the subfloor once more prior to replacement and discuss the findings with the customer before we proceed with a replacement.
Thank you,
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I spoke to Mr. P[redacted] on Monday, August 10th, 2015, the conversation ended with him stating that he would look into what else could be done for me. He called back at approximately 2:30 on Wednesday August 12, 2015 and left a voice mail to return the call, which I did later that afternoon. I also tried to follow up with him the next day and left him a second voice mail to return my call. Since the 12th, I've not heard from him. This is in keeping with the habit of the employees of Rochester Linoleum/Carpet One of not returning phone calls. I'e been led to believe at every step of the way that the company would make this situation right. First by Richard, our salesman, them by Richard, the store manager, the service department and finally, Mr. P[redacted] during our phone conversation. I've been told by everyone that I've spoken to that this is not the way they do business, and this is not the reputation that they want in the community. It has become apparent to me that I should have looked them up with the Revdex.com prior to purchasing carpet from them, as the long list of complaints against them certainly would have been a deterrent. Mr. P[redacted] was rude and argumentative during our conversation, continually talking over me, even scoffing at the notion of a Revdex.com complaint, stating that it means nothing. It wasn't until I pointed out that, having worked in customer service myself, sometimes you have to take the verbal beating and smile in the name of service that he calmed down and let me speak with fewer interruptions. I will continue to pursue this because I refuse to be intimidated by someone treating me like a dumb broad on the phone.
Regards,
[redacted]
Revdex.com:Our floor has been completed. However, I want to make it clear that on October 28, when our card was charged, I received 3 phone calls, from 3 different people (Robin, Andre, and Tom), at first requesting, then not so nicely requesting, another $3000. I refused. I said that once the job was completed we would pay the full amount as agreed. A few days later, my husband, Vincent Starr, noted the charge for the full amount (4956.73) without our authorization, apparently after they had gotten my third refusal to pay more. When we noted the charge, we issued the complaint. 2 more dates for completion were given to us, both cancelled because the "wrong" product had arrived. On 11/14 our floor was completed.
In our opinion, we feel that this company took advantage of the fact that we are elderly and thought we would not notice that the charge was placed.
Thank you
Regards,
[redacted]
[redacted]