My husband and I went into the business in October to order carpet. The salesperson was quite friendly and personable. He explained everything to us and told us that we could have it installed 3 wks after we had the measurements done. Our installation date was set up at that time. We were quite pleased with that part of the experience.
The day before the installation, we were called and told that the carpet's "backing was coming off" and that we would have to wait for another shipment. (and we did not understand why this was not discovered until the day before our install).
We arranged another date to have it installed 2 weeks later. The day before our second install, we did not receive a call as to the time of installation as promised. WE called the store and was told that if we had not rec'd a call to tell us the installation time, we were most likely not going to have it done that day. The manager, Dave said he would call us the next day to find out what happened. On the expected installation date (which was a Saturday), we were told that they could not figure out what had happened with our carpet and that we would have to wait until Monday to find out.
On Monday, WE had to call again and we were told that the carpet had not come in. This is now 6 weeks from our initial order! (after we had been told it would only take 3 weeks!).
IF we had been told in the beginning that it would take 6 weeks, we would have been okay with that! However, we kept getting the runaround and we had to call them to find out where the carpet was!
Horrible experience! To this day, they still have not been able to explain what happened.
We told them that we no longer wanted the carpet and would not do business with an establishment that has horrible customer service.
I wish I would've read these other reviews earlier!
Went to purchase a carpet for our living room. Staff was very nice.
Problem : The day before our installation they told us the carpet came in damaged so we had to wait another week before it could be installed. Said they had a rush order on it.
Came in two weeks later instead. They avoided our phone calls to find out what was going on with the carpet but no return phone calls back.
We don't even know if the carpet that came is damaged or if they are even coming today to install it.
No Phone Calls whatsoever to let us know anything
All we know is that if the carpet is not damage they will install it today SATURDAY 24th.
No time, No calls, No confirmation, NOTHING ! I asked to be compensated for this and was told NO.
I stated that I would like to cancel the order in which they told me they would have to call back and never did. Very disappointed with this company who has a high rating.
So here my husband and I sit waiting for a phone call back as to what time they are coming today or if they are coming at all...
They said between 8am to 10 am we should get a call. Hmmm, here it is now a few minutes before 10 am and still no call. Very disappointed. I will tell everyone our experience with this place just so they can know to either risk the chance of bad service or maybe they will get lucky and have a great experience with them. As for my husband and I ? We will not be going there for our other carpet we need.
It was our experience that the salesman will promise, even falsify information to lock you into a sale. They will tell you they need you to complete forms to run a credit check or hold product when in fact, it is to bind you to a contract. They are not transparent with there refund or return policies, telling you one thing and after walking out of the store something totally different. They tell you an item is an in-stock item and then later say it is a special order.The management was extremely unprofessional and belligerent when questioned about its practices and policies. . My family and friends will never do business with them again! Buyers beware.
The Sales associates at the Webster location had contact the Sales Manager [redacted] immediately contacted Mrs. [redacted] and offered to come to their home and address the situation and try and salvage our relationship.
I also spoke with Ms. [redacted] and offered my apologies for anything...
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 [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
I think that Mr. P[redacted] is confused. The "popular item" from [redacted] that was late was not the problem. Richard, the employee of 15 years who stepped in at the last minute, was not the problem. The customer service at the Henrietta location from a different employee was the problem. My salesperson, ALISHA K[redacted] did not contact me to inform me that the product would take longer than she anticipated. I did not receive a return phone call from the Service Center when I called to inquire about it. When speaking to Ms. K[redacted] over the phone, she was unapologetic about the lateness of the floor, and actually became defensive with words such as, "well how was I supposed to know?", and "this is the first I'm hearing of it and it has nothing to do with me." She told me it would be ready July 2nd- which was again not true. Going back into the store again on July 4th, MS. K[redacted] was embarrassingly rude. Expressing my frustration, she told me that "you can't keep coming in here." Mr. P[redacted]'s response commended the employee Richard, and I won't complain about him at all- this isn't about Richard OR [redacted]. This is about the customer service over a 2.5 month time period from Alisha K[redacted] which included irresponsibility , disrespect, and lying.
The offer of future discount is insulting. I don't even want the floor I bought from Rochester Linoleum after the embarrassment I dealt with. The fact the company won't take the floor back and give me a refund is ridiculous. The "special order" is not THAT special- they are factory made tiles in boxes that were shipped to your store and can be shipped back. I have no plans to redo more floors in my house, which makes the future discount useless. If I did, there is no way I would shop at this store after this experience. I prefer either the option of returning the tiles for a full refund, or a refund check for whatever the "future discount" would be.
Regards,
[redacted]
Bullied and threatened by Rochester Linoleum--RL was subcontractor on my kitchen remodel three years ago. Last week, out of the blue, they served us with notice of intent to sue because they allegedly had not been paid by our contractor. We called to ask for clarification and were told that we "had to" present proof to them that we had paid our contractor!! When we objected, RL's only response was, "See you in court." We got copies of the two invoices, which clearly showed that the prime contractor was the customer--his name was in the "Sold to" box, and RL didn't even have our complete names in the "job site" box. RL and the contractor have been in cahoots for a very long time (we didn't know this at the time we began the kitchen) and RL apparently conferred with the contractor to decide on this extortionist approach.) We are very responsible people who paid every single invoice from our contractor immediately upon receipt. To have our character impugned, and to have been bullied and threatened was a very unsettling experience.
Hello,
The carpet was installed on 8/21/15. I have never filed a complaint with Revdex.com, so I'm not completely familiar with what could happen next (other than closing the complaint). What I don't want to happen is for this to happen again to another consumer. I truly feel like my carpet was given to another business. What are my other options? Is there another organization I can forward my complaint to?
Dear Revdex.com,
As I stated in my first response, we did follow up with the manufacturer. Although Ms. [redacted] was being difficult, we still thought it would be best to request an inspection by [redacted] Industries, the company that makes the flooring. Her complaints and the original repair are typically caused by damage post installation. Whether the pictures were of her flooring prior to the last repair or not doesn't matter, it shows scratches "across multiple boards and the CROSS OVER in a continuous direction. Please note that these planks are put together in sections and are no more that 5"-6" wide. It is absolutely impossible to be taken out of a box scratched and put together with the scratches going across multiple boards, it just can not happen. These scratches are consistent with a post installation abuse. We replaced the scratched boards at our own expense the first time as a courtesy, and because there was one board that had a factory blemish and we were going to preform the service so we decided to tie it together and not charge the customer for the damaged boards.
Now, after a second inspection, it was determined that they were damaged by abuse, and not under warranty. Even though this was a chargeable service, we decide to send the installer back again, on a Saturday to accommodate Ms. [redacted] and perform the repair again at no charge. This completely exploded when we called her to confirm the repair for Saturday and she became ,completely irrational. I spoke to her myself Saturday morning, and I have been trying to be polite and downplaying the situation. She was not upset, but completely out of control on the phone. I have been employed here 31 years and I have never encountered such a situation or have I ever refused to send someone out to a service, this is a first.
None the less, we still had [redacted] send and independent inspector to her home, he conducted his inspection on 12/29/15. His findings have already been returned to [redacted] and they sent their findings to us in the form of an email.
His conclusion: "The appearance of the plank with the broken end joint is consistent with vertical deflection" and "Regarding the four planks under the table with scratches running across them is consistent with the effects of grit in the felt pad of the chair leg. The scratches are next to the chair and stop at the point to where the chair can be pushed into" "This is a locally caused issue. No manufacturing concerns found.
We are still willing to correct her issue at no charge, even though it has been found to not be a defect. But she needs to be respectful to our service installers and office personnel. I know that we also make mistakes, but we clearly want to help in this situation.
Thank you,
Tom P[redacted]
We ordered a runner for our stairs back in July - Knowing that the runner was an oriental pattern it was going to take longer. Set install for 8 weeks out. The day before the install - got a call the carpet was not in. No install - spent a week trying to get an answer on why and when it would come in only to find out that there were issues with the manufacturer that the company knew about and yet kept the sample on the floor for purchase (it was still there as of September). So ordered another runner - this runner came in at about 3 weeks - reasonable.
The main issues are:
* carpet samples that you can order but really are not available.
* Call backs are nonexistent. I called daily and was told they would call back, never did. For the new order I ended up calling every day for status after the initial due date.
* Friendly people, but horrible customer service.
Please be advised that I finally received a refund check from Rochester Linoleum and Carpet Center the following day after the Revdex.com notified the company of my...
complaint. Although I have not cashed this check, it is written on a local back, and I am fairly confident that the check is good. I am fully convinced that without your help, no refund would have ever been received.
Thank you for all of your help and I am requesting that my complaint file now be closed.
Sincerely yours,
[redacted]
We went to the store in Webster to get a price for a full kitchen remodel and decided to only go with a new floor and counters. Before committing to it, we checked out the same counters at another location and were able to get them installed at less than half the price! We decided to go with the floor because we couldn't find that exact one anyplace else. That was our first mistake. Paying in full was our second. When the installers got to our house, they said there was no way we could have the floor we bought installed the way we wanted it and this was said before they even looked at our kitchen. So they told us the only way to get it was to pay another $398 and they could only get it close. I talked to our sales rep after that to explain how disappointed I was with the whole thing and he took full responsibility. With that, I questioned why we were paying extra if it was clearly his fault for not knowing what he was selling us and no one wanted to talk to me about it. Instead, they talked amongst themselves and decided they would pull the installers from the job because I questioned the extra cost. We were willing to pay it but no one would talk to me. Then when I tried to talk to the owner, he told me that my husband and I were ignorant for not knowing more about the flooring we were sold and there was nothing he was going to do. These people are the most unprofessional "business" people I've ever come across. We have done a considerable amount of work to our house in the past year and have never run into something like this! Their salesmen know nothing about what they are doing and the only response I received was "this is a hard lesson for me to learn". If you're thinking of doing any kitchen or bath work, DO NOT use these people. They only care about selling their products and then they take no responsibility after that. And NEVER pay for a service up front if you have no choice but to use them. They'll definitely screw you over!!
Mrs. [redacted]s installation was not delayed. The moment she had told us the wrong color was on the jobsite we had the correct material delivered and installed the same Saturday afternoon as scheduled. Mrs. [redacted] left me a voice mail on my cell phone that I provided her and I returned the call...
promptly that evening and left a voice mail. She left me a few messages during the week and I called her back Saturday the 14th at 9AM and discussed her concerns. We can not guarantee installation times or completion time, especially on weekend installations.
The installation was completed on the day it was scheduled, we appreciate her business and I have sent her a letter of discount for her inconvenience.
Thank you,
[redacted]
Dear [redacted] I have not had any contact with the [redacted] myself in regards to their complaint. I will contact [redacted] and offer my assistance I rectifying his concerns.
Thank you, [redacted]
From: [redacted]Date: Wed, Nov 23, 2016 at 2:25 PMSubject: Re: You have a new message from the Revdex.comTo: Revdex.com <[email protected]>
I received a call form Andre the Service Manager who is requesting a refund be sent to my mother. I will let you know the outcome. Thank you for your help in this matter.
Three weeks after their sub contractor installed tile in our bathroom there are still several unresolved issues. Repeated contact with the company have resulted in being told lies about when they will address the issues. Not one promised date has been met.
We still cannot use the toilet in our full bathroom. When the installer left, he left the toilet not bolted in place and resulting leaks damages kitchen cabinets in out kitchen below and left stains on the walls. Some tiles were not correctly cut to size and even the grouting was not completed.
For almost two weeks they totally ignore repeated requests form my wife to address the issues and only started acting when she went to the store itself to register a complaint.
We were promised as late as yesterday that a person would be here tonight (September 9, 2014) to fix remaining issues. The scheduler then called my wife stating that the person wanted to do the job on Saturday just in case he needed anything to complete the job. My wife replied that we already had grout, wax seals for the toilet and plumbing parts to reconnect the toilet water supply. The scheduler then said that she would check it. She called back and said that this person was now not able to do the job tonight and would be here on Saturday. So yet another lie to cover their inability to complete a simple job when they said they would.
It is now 19 days since they were supposed to be done with no firm promise as to when the job will actually be completed.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have...
determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.No one has called me to try to set up a single contact. I have made two visits to the store in order to get someone to speak with me after making multiple attempts to speak with someone on the phone.
I want some sort of reimbursement or discount for all of the aggravation they have caused me. I have spent too much time chasing people down trying to get answers. How do they not know where their goods are? What kind of service business thinks it's okay to NEVER return phone calls? After visiting the store today, I was told to "be patient." That takes some nerve considering I placed the order in February and no one can tell me where it is. This has gone from bad to worse. What a joke! Their resolution is to call me. They are obviously incapable of that.
Regards,
[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 reviewing my records the last contact from [redacted] at rochester linolium was May 31st. As of the point that I am writing this August 4th I still have not heard from him. I feel that since I have paid him in good faith May 29th. with the promise that the poor workmanship issues would be corrected I am not deserving of their lifetime guarantee. If this is not corrected in a timely mannor I will seek legal action. It is unfortunate that I can't just get what I paid for. If you make a mistake, fix it and get on with your life. That's how I thought it went. I'm not mad I just want it corrected.
Dear Revdex.com,
We have serviced Ms. [redacted] installation and replaced boards that were topically damaged caused by an external force. There was (1) single board at the time that had a factory blemish and we replaced other boards at the same time to assist in satisfying the...
customer. The manufacturer will not warranty against scratches, but we scheduled an appointment for 12/19/15 for the installer to return and review the claims that Ms. [redacted] made on a seam that was rising in the board. We called on Friday to CONFIRM this appointment and to offer an approximate time of arrive. Ms. [redacted] had then brought up the issue that she wanted MORE boards replaced that were scratch. This is NOT a warranty issue, so we tried to explain that we might only be able to inspect this on Saturday.
Ms. [redacted] became extremely verbally abusive and consistently used foul language and was very loud and combative. We thought it would be best to call her Saturday morning on the 19th.
The next morning at 8AM I had the installer in the office and called Ms. [redacted] myself to explain his visit and what to expect and that we may have to have a representative from the factory come out depending what we found that day. She immediately became combative and she was actually screaming into the phone. I have attached pictures for review, as you can tell this is abuse to the flooring and there are multiple scratches across several boards. I was not going to send anyone to her home to be put in that position. she was abusive and continued to use foul language.
We contacted t he manufacturer and they are having an independent inspection office contact Ms. [redacted] and conduct a factory inspection. Once this is complete we will proceed accordingly. We also sent a registered letter on 12/19/15 immediate following. I have attached that as well as the email form [redacted] that they will be conducting the inspection.
If Ms. [redacted] would conduct herself in a semi-professional manner this could all have been avoided. No one lied to her ever, but we will not allow our employees to be abused by consumers, especially when we are trying to help
Revdex.com:
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 received a call from rlc on 4/4/15 stating they had received my complaint and wanted to resolve the issue by honoring a 5% discount and as promised a free rip up and a discount on the furniture moving fee. I was told I would be contacted 4/6 to get my credit card info to credit me the amount. Though it is not the full amount I was overcharged I would be satisfied with the $155 rip up discount, the $25 furniture move discount and the 5% off carpet. I have still not heard from rlc since the call on 4/4 offering me this refund. Half of my frustration with them is the lack of urgency to call when promised. I understand now that it is offers or financing but did not at the time of purchase and if I did I would have never signed up for financing. When Ashley wrote up my work order she told me she had to write it up full price and the discounts would be taken off after which is obviously not the case. Thank you for your time.
Regards,
[redacted]
My husband and I went into the business in October to order carpet. The salesperson was quite friendly and personable. He explained everything to us and told us that we could have it installed 3 wks after we had the measurements done. Our installation date was set up at that time. We were quite pleased with that part of the experience.
The day before the installation, we were called and told that the carpet's "backing was coming off" and that we would have to wait for another shipment. (and we did not understand why this was not discovered until the day before our install).
We arranged another date to have it installed 2 weeks later. The day before our second install, we did not receive a call as to the time of installation as promised. WE called the store and was told that if we had not rec'd a call to tell us the installation time, we were most likely not going to have it done that day. The manager, Dave said he would call us the next day to find out what happened. On the expected installation date (which was a Saturday), we were told that they could not figure out what had happened with our carpet and that we would have to wait until Monday to find out.
On Monday, WE had to call again and we were told that the carpet had not come in. This is now 6 weeks from our initial order! (after we had been told it would only take 3 weeks!).
IF we had been told in the beginning that it would take 6 weeks, we would have been okay with that! However, we kept getting the runaround and we had to call them to find out where the carpet was!
Horrible experience! To this day, they still have not been able to explain what happened.
We told them that we no longer wanted the carpet and would not do business with an establishment that has horrible customer service.
I wish I would've read these other reviews earlier!
Went to purchase a carpet for our living room. Staff was very nice.
Problem : The day before our installation they told us the carpet came in damaged so we had to wait another week before it could be installed. Said they had a rush order on it.
Came in two weeks later instead. They avoided our phone calls to find out what was going on with the carpet but no return phone calls back.
We don't even know if the carpet that came is damaged or if they are even coming today to install it.
No Phone Calls whatsoever to let us know anything
All we know is that if the carpet is not damage they will install it today SATURDAY 24th.
No time, No calls, No confirmation, NOTHING ! I asked to be compensated for this and was told NO.
I stated that I would like to cancel the order in which they told me they would have to call back and never did. Very disappointed with this company who has a high rating.
So here my husband and I sit waiting for a phone call back as to what time they are coming today or if they are coming at all...
They said between 8am to 10 am we should get a call. Hmmm, here it is now a few minutes before 10 am and still no call. Very disappointed. I will tell everyone our experience with this place just so they can know to either risk the chance of bad service or maybe they will get lucky and have a great experience with them. As for my husband and I ? We will not be going there for our other carpet we need.
It was our experience that the salesman will promise, even falsify information to lock you into a sale. They will tell you they need you to complete forms to run a credit check or hold product when in fact, it is to bind you to a contract. They are not transparent with there refund or return policies, telling you one thing and after walking out of the store something totally different. They tell you an item is an in-stock item and then later say it is a special order.The management was extremely unprofessional and belligerent when questioned about its practices and policies. . My family and friends will never do business with them again! Buyers beware.
The Sales associates at the Webster location had contact the Sales Manager [redacted] immediately contacted Mrs. [redacted] and offered to come to their home and address the situation and try and salvage our relationship.
I also spoke with Ms. [redacted] and offered my apologies for anything...
that may have upset her.
Sincerely, [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 [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
I think that Mr. P[redacted] is confused. The "popular item" from [redacted] that was late was not the problem. Richard, the employee of 15 years who stepped in at the last minute, was not the problem. The customer service at the Henrietta location from a different employee was the problem. My salesperson, ALISHA K[redacted] did not contact me to inform me that the product would take longer than she anticipated. I did not receive a return phone call from the Service Center when I called to inquire about it. When speaking to Ms. K[redacted] over the phone, she was unapologetic about the lateness of the floor, and actually became defensive with words such as, "well how was I supposed to know?", and "this is the first I'm hearing of it and it has nothing to do with me." She told me it would be ready July 2nd- which was again not true. Going back into the store again on July 4th, MS. K[redacted] was embarrassingly rude. Expressing my frustration, she told me that "you can't keep coming in here." Mr. P[redacted]'s response commended the employee Richard, and I won't complain about him at all- this isn't about Richard OR [redacted]. This is about the customer service over a 2.5 month time period from Alisha K[redacted] which included irresponsibility , disrespect, and lying.
The offer of future discount is insulting. I don't even want the floor I bought from Rochester Linoleum after the embarrassment I dealt with. The fact the company won't take the floor back and give me a refund is ridiculous. The "special order" is not THAT special- they are factory made tiles in boxes that were shipped to your store and can be shipped back. I have no plans to redo more floors in my house, which makes the future discount useless. If I did, there is no way I would shop at this store after this experience. I prefer either the option of returning the tiles for a full refund, or a refund check for whatever the "future discount" would be.
Regards,
[redacted]
Bullied and threatened by Rochester Linoleum--RL was subcontractor on my kitchen remodel three years ago. Last week, out of the blue, they served us with notice of intent to sue because they allegedly had not been paid by our contractor. We called to ask for clarification and were told that we "had to" present proof to them that we had paid our contractor!! When we objected, RL's only response was, "See you in court." We got copies of the two invoices, which clearly showed that the prime contractor was the customer--his name was in the "Sold to" box, and RL didn't even have our complete names in the "job site" box. RL and the contractor have been in cahoots for a very long time (we didn't know this at the time we began the kitchen) and RL apparently conferred with the contractor to decide on this extortionist approach.) We are very responsible people who paid every single invoice from our contractor immediately upon receipt. To have our character impugned, and to have been bullied and threatened was a very unsettling experience.
Hello,
The carpet was installed on 8/21/15. I have never filed a complaint with Revdex.com, so I'm not completely familiar with what could happen next (other than closing the complaint). What I don't want to happen is for this to happen again to another consumer. I truly feel like my carpet was given to another business. What are my other options? Is there another organization I can forward my complaint to?
Dear Revdex.com,
As I stated in my first response, we did follow up with the manufacturer. Although Ms. [redacted] was being difficult, we still thought it would be best to request an inspection by [redacted] Industries, the company that makes the flooring. Her complaints and the original repair are typically caused by damage post installation. Whether the pictures were of her flooring prior to the last repair or not doesn't matter, it shows scratches "across multiple boards and the CROSS OVER in a continuous direction. Please note that these planks are put together in sections and are no more that 5"-6" wide. It is absolutely impossible to be taken out of a box scratched and put together with the scratches going across multiple boards, it just can not happen. These scratches are consistent with a post installation abuse. We replaced the scratched boards at our own expense the first time as a courtesy, and because there was one board that had a factory blemish and we were going to preform the service so we decided to tie it together and not charge the customer for the damaged boards.
Now, after a second inspection, it was determined that they were damaged by abuse, and not under warranty. Even though this was a chargeable service, we decide to send the installer back again, on a Saturday to accommodate Ms. [redacted] and perform the repair again at no charge. This completely exploded when we called her to confirm the repair for Saturday and she became ,completely irrational. I spoke to her myself Saturday morning, and I have been trying to be polite and downplaying the situation. She was not upset, but completely out of control on the phone. I have been employed here 31 years and I have never encountered such a situation or have I ever refused to send someone out to a service, this is a first.
None the less, we still had [redacted] send and independent inspector to her home, he conducted his inspection on 12/29/15. His findings have already been returned to [redacted] and they sent their findings to us in the form of an email.
His conclusion: "The appearance of the plank with the broken end joint is consistent with vertical deflection" and "Regarding the four planks under the table with scratches running across them is consistent with the effects of grit in the felt pad of the chair leg. The scratches are next to the chair and stop at the point to where the chair can be pushed into" "This is a locally caused issue. No manufacturing concerns found.
We are still willing to correct her issue at no charge, even though it has been found to not be a defect. But she needs to be respectful to our service installers and office personnel. I know that we also make mistakes, but we clearly want to help in this situation.
Thank you,
Tom P[redacted]
We ordered a runner for our stairs back in July - Knowing that the runner was an oriental pattern it was going to take longer. Set install for 8 weeks out. The day before the install - got a call the carpet was not in. No install - spent a week trying to get an answer on why and when it would come in only to find out that there were issues with the manufacturer that the company knew about and yet kept the sample on the floor for purchase (it was still there as of September). So ordered another runner - this runner came in at about 3 weeks - reasonable.
The main issues are:
* carpet samples that you can order but really are not available.
* Call backs are nonexistent. I called daily and was told they would call back, never did. For the new order I ended up calling every day for status after the initial due date.
* Friendly people, but horrible customer service.
Please be advised that I finally received a refund check from Rochester Linoleum and Carpet Center the following day after the Revdex.com notified the company of my...
complaint. Although I have not cashed this check, it is written on a local back, and I am fairly confident that the check is good. I am fully convinced that without your help, no refund would have ever been received.
Thank you for all of your help and I am requesting that my complaint file now be closed.
Sincerely yours,
[redacted]
We went to the store in Webster to get a price for a full kitchen remodel and decided to only go with a new floor and counters. Before committing to it, we checked out the same counters at another location and were able to get them installed at less than half the price! We decided to go with the floor because we couldn't find that exact one anyplace else. That was our first mistake. Paying in full was our second. When the installers got to our house, they said there was no way we could have the floor we bought installed the way we wanted it and this was said before they even looked at our kitchen. So they told us the only way to get it was to pay another $398 and they could only get it close. I talked to our sales rep after that to explain how disappointed I was with the whole thing and he took full responsibility. With that, I questioned why we were paying extra if it was clearly his fault for not knowing what he was selling us and no one wanted to talk to me about it. Instead, they talked amongst themselves and decided they would pull the installers from the job because I questioned the extra cost. We were willing to pay it but no one would talk to me. Then when I tried to talk to the owner, he told me that my husband and I were ignorant for not knowing more about the flooring we were sold and there was nothing he was going to do. These people are the most unprofessional "business" people I've ever come across. We have done a considerable amount of work to our house in the past year and have never run into something like this! Their salesmen know nothing about what they are doing and the only response I received was "this is a hard lesson for me to learn". If you're thinking of doing any kitchen or bath work, DO NOT use these people. They only care about selling their products and then they take no responsibility after that. And NEVER pay for a service up front if you have no choice but to use them. They'll definitely screw you over!!
Mrs. [redacted]s installation was not delayed. The moment she had told us the wrong color was on the jobsite we had the correct material delivered and installed the same Saturday afternoon as scheduled. Mrs. [redacted] left me a voice mail on my cell phone that I provided her and I returned the call...
promptly that evening and left a voice mail. She left me a few messages during the week and I called her back Saturday the 14th at 9AM and discussed her concerns. We can not guarantee installation times or completion time, especially on weekend installations.
The installation was completed on the day it was scheduled, we appreciate her business and I have sent her a letter of discount for her inconvenience.
Thank you,
[redacted]
Dear [redacted] I have not had any contact with the [redacted] myself in regards to their complaint. I will contact [redacted] and offer my assistance I rectifying his concerns.
Thank you, [redacted]
From: [redacted]Date: Wed, Nov 23, 2016 at 2:25 PMSubject: Re: You have a new message from the Revdex.comTo: Revdex.com <[email protected]>
I received a call form Andre the Service Manager who is requesting a refund be sent to my mother. I will let you know the outcome. Thank you for your help in this matter.
Three weeks after their sub contractor installed tile in our bathroom there are still several unresolved issues. Repeated contact with the company have resulted in being told lies about when they will address the issues. Not one promised date has been met.
We still cannot use the toilet in our full bathroom. When the installer left, he left the toilet not bolted in place and resulting leaks damages kitchen cabinets in out kitchen below and left stains on the walls. Some tiles were not correctly cut to size and even the grouting was not completed.
For almost two weeks they totally ignore repeated requests form my wife to address the issues and only started acting when she went to the store itself to register a complaint.
We were promised as late as yesterday that a person would be here tonight (September 9, 2014) to fix remaining issues. The scheduler then called my wife stating that the person wanted to do the job on Saturday just in case he needed anything to complete the job. My wife replied that we already had grout, wax seals for the toilet and plumbing parts to reconnect the toilet water supply. The scheduler then said that she would check it. She called back and said that this person was now not able to do the job tonight and would be here on Saturday. So yet another lie to cover their inability to complete a simple job when they said they would.
It is now 19 days since they were supposed to be done with no firm promise as to when the job will actually be completed.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have...
determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.No one has called me to try to set up a single contact. I have made two visits to the store in order to get someone to speak with me after making multiple attempts to speak with someone on the phone.
I want some sort of reimbursement or discount for all of the aggravation they have caused me. I have spent too much time chasing people down trying to get answers. How do they not know where their goods are? What kind of service business thinks it's okay to NEVER return phone calls? After visiting the store today, I was told to "be patient." That takes some nerve considering I placed the order in February and no one can tell me where it is. This has gone from bad to worse. What a joke! Their resolution is to call me. They are obviously incapable of that.
Regards,
[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 reviewing my records the last contact from [redacted] at rochester linolium was May 31st. As of the point that I am writing this August 4th I still have not heard from him. I feel that since I have paid him in good faith May 29th. with the promise that the poor workmanship issues would be corrected I am not deserving of their lifetime guarantee. If this is not corrected in a timely mannor I will seek legal action. It is unfortunate that I can't just get what I paid for. If you make a mistake, fix it and get on with your life. That's how I thought it went. I'm not mad I just want it corrected.
Dear Revdex.com,
We have serviced Ms. [redacted] installation and replaced boards that were topically damaged caused by an external force. There was (1) single board at the time that had a factory blemish and we replaced other boards at the same time to assist in satisfying the...
customer. The manufacturer will not warranty against scratches, but we scheduled an appointment for 12/19/15 for the installer to return and review the claims that Ms. [redacted] made on a seam that was rising in the board. We called on Friday to CONFIRM this appointment and to offer an approximate time of arrive. Ms. [redacted] had then brought up the issue that she wanted MORE boards replaced that were scratch. This is NOT a warranty issue, so we tried to explain that we might only be able to inspect this on Saturday.
Ms. [redacted] became extremely verbally abusive and consistently used foul language and was very loud and combative. We thought it would be best to call her Saturday morning on the 19th.
The next morning at 8AM I had the installer in the office and called Ms. [redacted] myself to explain his visit and what to expect and that we may have to have a representative from the factory come out depending what we found that day. She immediately became combative and she was actually screaming into the phone. I have attached pictures for review, as you can tell this is abuse to the flooring and there are multiple scratches across several boards. I was not going to send anyone to her home to be put in that position. she was abusive and continued to use foul language.
We contacted t he manufacturer and they are having an independent inspection office contact Ms. [redacted] and conduct a factory inspection. Once this is complete we will proceed accordingly. We also sent a registered letter on 12/19/15 immediate following. I have attached that as well as the email form [redacted] that they will be conducting the inspection.
If Ms. [redacted] would conduct herself in a semi-professional manner this could all have been avoided. No one lied to her ever, but we will not allow our employees to be abused by consumers, especially when we are trying to help
Revdex.com:
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 received a call from rlc on 4/4/15 stating they had received my complaint and wanted to resolve the issue by honoring a 5% discount and as promised a free rip up and a discount on the furniture moving fee. I was told I would be contacted 4/6 to get my credit card info to credit me the amount. Though it is not the full amount I was overcharged I would be satisfied with the $155 rip up discount, the $25 furniture move discount and the 5% off carpet. I have still not heard from rlc since the call on 4/4 offering me this refund. Half of my frustration with them is the lack of urgency to call when promised. I understand now that it is offers or financing but did not at the time of purchase and if I did I would have never signed up for financing. When Ashley wrote up my work order she told me she had to write it up full price and the discounts would be taken off after which is obviously not the case. Thank you for your time.
Regards,
[redacted]