The Flooring & Carpet Warehouse

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here] I STRONGLY disagree with the "Carpet & Flooring" Warehouse solutionAs to their suggestion that a rubber mat under the desk chair would correct the problem is not validI have had another Carpet installer look at the problem and he agrees that the mat would not make a difference to the problem and felt that the installation was done improperlyI'm sure if needed I could get yet another "Professional" carpet installer to give me a letter to confirm the improper installation and resolutionAdditionally, after "6" separate attempts to try to rectify this problem and having the installers actually have to move the desk and computer chair, this mat problem was never mentioned until recentlyPlus the initial measuring and looking at the floor prior to the purchase, the salesman *** should have mentioned a possible problem with the chair or lack of the chair matAs to their making attempts to come and rectify the situation and my not allowing the visits, I have ALWAYS had to call them and gave them days or time periods to come and look at and or correct the problem, only to have them not only NOT show up but not even callLast Saturday, I was told they would come in the morning to look at and offer me a solutionI called them at 1:and asked what happened and was told they were finishing up a job and would be here next3:and they still weren't hereThen I got a call yesterday, (Wednesday) form *** who wanted to come over and yet once again try to fix the problem and NEVER mentioned the matI think since the installation in January and after separate attempts to try and fix the problem , this so called mat solution is a cop outI have used this company and previous ownership for the past years and have over those years purchased probably or more carpets and vinyl floors, why would I make a claim against this one if I didn't like the products or service
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

We have made several visits to [redacted] and have even replaced the floor for him, but he refuses to buy a vinyl chair mat for under his computer chair that would remedy the situation. We have no problem correcting this once again, but he has to purchase this mat and allow us the proper time to do...

this minor repair and not give us time limits to do the repair.

Review: After having 3 separate vinyl in-laid floors installed the vinyl keeps buckling in the same areas. Another vinyl floor was improperly installed over a cement floor. Numerous, (6) more visits by the same installers have not yet corrected the problem. They make appointments for the service call and don't show or call. This business has installed over several years, "10" separate carpets or flooring.Desired Settlement: For the improper repair for the installation and inability to remedy the same problem for six separate house calls and the many calls made for this problem and for the amount of time from the initial purchase, I request a refund of the purchase price and installation charge.

Business

Response:

We have made several visits to [redacted] and have even replaced the floor for him, but he refuses to buy a vinyl chair mat for under his computer chair that would remedy the situation. We have no problem correcting this once again, but he has to purchase this mat and allow us the proper time to do this minor repair and not give us time limits to do the repair.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here] I STRONGLY disagree with the "Carpet & Flooring" Warehouse solution. As to their suggestion that a rubber mat under the desk chair would correct the problem is not valid. I have had another Carpet installer look at the problem and he agrees that the mat would not make a difference to the problem and felt that the installation was done improperly. I'm sure if needed I could get yet another "Professional" carpet installer to give me a letter to confirm the improper installation and resolution. Additionally, after "6" separate attempts to try to rectify this problem and having the installers actually have to move the desk and computer chair, this mat problem was never mentioned until recently. Plus the initial measuring and looking at the floor prior to the purchase, the salesman [redacted] should have mentioned a possible problem with the chair or lack of the chair mat. As to their making attempts to come and rectify the situation and my not allowing the visits, I have ALWAYS had to call them and gave them days or time periods to come and look at and or correct the problem, only to have them not only NOT show up but not even call. Last Saturday, I was told they would come in the morning to look at and offer me a solution. I called them at 1:00 and asked what happened and was told they were finishing up a job and would be here next. 3:30 and they still weren't here. Then I got a call yesterday, (Wednesday) form [redacted] who wanted to come over and yet once again try to fix the problem and NEVER mentioned the mat. I think since the installation in January and after 6 separate attempts to try and fix the problem , this so called mat solution is a cop out. I have used this company and previous ownership for the past 20 years and have over those years purchased probably 12 or more carpets and vinyl floors, why would I make a claim against this one if I didn't like the products or service.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I have recently purchased a staircase runner and 2 matching area rugs. When the runner was installed there was not enough carpet to complete the job, they did not order enough footage! I immediately told the installer that I wanted him to remove what had already been installed. The staircase goes to top then there is a landing and it turns and more steps go to the second floor. So all of the steps were carpeted except for the landing! The installer told me that he had to leave it in and the [redacted] would be contacting me immediately. So he left. Naturally I was extremely upset! I waited 5 years to get this rug because of the high price due to the fine quality of the product. The rug is made of wool & silk. The total price for all 3 pieces was $3,557.47!! The [redacted] of the store never called me back!! I was appalled! I had to call him!!! When I spoke to him he told me that he was going to order more carpet and blamed it on the manufacturer that they did not send enough carpet. I did not want it to be pieced together with a different run of carpet due to the potential problem of it being a different dye lot!!!! He insisted that it would be from the exact same roll and exact dye lot. I was skeptical! My husband also spoke to him and he insisted again on it being done this way and if it was not right he would be accountable. Well...about a week or so later the installer came back with the piece, it was a bright sunny day I have a lot of windows and a 20 ft. ceiling so the sunlight beams into my house. He comes in through the door zips up the steps with the piece already mitered together...this is usually done in the home. And starts to staple it in. I saw a piece hanging over the top step and I questioned the color. He said, "listen I have to install it, I have to finish the job so that I could get paid." If you have any problem, [redacted], the [redacted] of the store will do the right thing! His exact words were "you'll get what you want". So I looked at it quick and it looked ok at the time. I left for the afternoon came back in the evening. Next morning before the sun is up. I look at the rug and see that the color is off, so I sent his employee [redacted] a message to give me a call. I did not hear from him right away, so as the day is going by I’m saying' "maybe it’s just the lighting". So I send him a message to forget it. As a week went by I'm studying this rug and no matter what time of day or night, sunny or cloudy this piece, the landing, always looks different. Now, just so that you know, I was never left with any leftover pieces from the job. I could never put them side by side to compare the two pieces. I reached out to [redacted] by text message and explained my concerns...never a response! This business has the worst customer service I’ve ever experienced! So I called and spoke to him and explained in detail how I was thinking that it is not from the same dye lot or roll. The pile is in the opposite direction as the steps, the flower pattern looks different and the border pattern is smaller than the one on the steps. I asked if [redacted], the [redacted] could please come by and take a look. He said he would see what he could do and he would call me back....no call back! At this time I'm still waiting for the 4' round area rug to come in...So I decided to wait for it to come in and then talk to them in person. The rug was back ordered so it took a while. When it came in I went to pick it up but [redacted] was not there, [redacted] was. I asked why he did not call me back. He said, “for what we're not going to do anything", I said, really why? He says" because who is going to pay for it!" I was appalled by his response!!! So out of know where he tells me that he has left over pieces from our installation. I say "really can I have them?" He says sure and helps me bring them into my car. Now I'm not sure if these remnants are from the steps or the landing. So I get home unroll them place them side by side next to the steps and it is a completely different color. The remnants are from the landing! It even has the exact cut that matches up to the piece that was mitered to make the turn for the landing. All of the vine patterns match up perfectly so there is no denying that it is from my rug! I have pictures to prove it all. I called immediately to tell [redacted] my findings! He said he would call back.....no call back!!!! And BTW the 4" round area rug that I picked up was a totally different color as well! I went to the store the following morning to return the area rug and to see what they were going to do to solve the problem. I start speaking to [redacted] and all of a sudden [redacted] comes flying out of his office like an irate lunatic and throws the rug that I wanted to return aside and tells me that he will take the rug back but that was all that he was going to do for me! He was wild!!! Yelling at the top of his lungs, said I’m out of my mind, used all kinds of profanities and insulted me to no end!! He demanded that I leave the store and had [redacted] call the police. What a scene...omg...I never!!! I explained to the police the entire situation. While we were speaking he comes running outside and accuses me of stealing the remnants which I would never do nor would I ever have found them since they were hidden behind the [redacted] display rack. I finished with the officers and left. I was so shaken up that when I got home I realized that I did not get a receipt for that rug that I returned! Ugh! So I called [redacted] the credit card company that I am financing the rug through to dispute all of the charges! As they were looking at my account they gave me the rundown of charges. Here they are... the original total was for $3122.97 then there were 2 other charges for $434.50 that was for the 4' round area rug that I had just returned. So he charged me twice for that rug for a total of $3991.97 and he put the charges through before I even picked it up....and now I returned it and have no receipt!! This has been a complete nightmare!!! 5 years of waiting for this purchase. This business is a disgrace!!! They made a big mistake and went the cheapest route to fix it! They cannot get away with this!!!

Thank you for reading my story...I hope that something can be done!!!!! I have taken pictures of everything that shows it all!!

If they are needed I will gladly send them. Please feel free to call at ###-###-#### if you have any questions or if I need to do anything further to complete my case.

Thank You.Desired Settlement: I do hope that I will be credited the full amount for this disaster!! THEY ABSOLUTELY CAN NOT GET AWAY WITH THIS!! I want the rug removed and I will deal with a much more reputable establishment!!!

Business

Response:

Attached are the invoices and SIGNED financing form and installers SIGNED copy of satisfaction when the job was completed. I have the round rug in my possession and will credit her the amount of the invoice for that item only! A manufacturers representative is now in contact with her to resolve her issues with her stair runner, being a wool rug there are always variations in color, and will be inspected by the representative. There is absolutely nothing wrong with the runner or the installation, which she acknowledged when she signed the satisfaction forms, I will let the representative handle this issue from here, for I see no legitimate complaint other than the customer has unfounded issues unrelated to the product and service we provided

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

1.

[redacted] from [redacted] has

refused requests to investigate and visually assess (inspect) the problem and has

no basis to claim there is no defect (color variation) with the installation.

2.

I received a call from [redacted] on September **,

and spoke with [redacted], a manufactures representative who confirmed that

[redacted] from [redacted] did not order enough

carpet.

3.

[redacted] claimed that [redacted] made the

measurement error – one of them is lying to cover up their mistake which led to

a defective installation.

4.

Neither company has made any good faith effort

to investigate the issue after being asked to come onsite and visually inspect

the carpet.

5.

I have 3 different color carpets as a direct result

of improper measurement and defective installation.

6.

If the carpet was measured properly one

continuous run of carpet would have been installed with NO color variation.

7.

I have the remaining remnants from the

installation in my possession to support my claims.

8.

Each of the 3 segments of carpet were cut,

delivered and installed at 3 different times from 3 different rolls of carpet

and are 3 different colors that do NOT represent a normal color variation.

9.

In addition to the color of the patch being

different the width of the carpet used to patch the landing is smaller which proves

it is not from the same spool and dye lot.

10.

At the time of the installation I requested complete

removal of the carpet because of the defective installation and [redacted] refused.

11.

At the time of installation I raised concern

about having a different dye lot as a result of his need to patch in the

missing portion of carpet because of his incorrect measurements to avoid having

the very problem we are now experiencing.

12.

He promised there would be NO color variation

and proceeded to insist this patch will match perfectly.

13.

The approach [redacted] at [redacted] took to “fix” his measurement mistake is wrong and he lied by saying

it will match perfectly to move the process forward so he could finish the job

and get paid.

14.

No one at [redacted] ever

informed me of possible color variations at the time of purchase or during any

of the installations.

15.

If [redacted] had correctly measured and ordered

enough carpet then there would have been no need to patch in a different cut

from a different roll and therefore there would be no color differences

whatsoever.

16.

The bill of sale provided by [redacted] showing all of the measurements has been altered after I signed the

document and I have enclosed my copy of this bill of sale as proof.

17.

I do not recall ever seeing or signing this receipt

of job satisfaction that has been presented by [redacted] nor do I have a copy

of it.

18.

I am requesting that [redacted] submit the original with my wet signature as proof.

19. Very simply stated [redacted]’s incorrect

measurement is the root cause of this botched installation and the only reason I

have color differences in my runner.

20.

My installation is defective as a direct result

of improper measurement and installation and I want [redacted] to honor their 60-day satisfaction

guarantee as published on their website: [redacted] also posted

as a “peace of mind guarantee” per the

enclosed copy.

21.

[redacted] of [redacted] has

been unprofessional, rude, disrespectful and making false statements in order

to deflect attention from his measurement mistake which has led to a defective

installation in my home.

22.

I want the carpet removed and a full refund of

my purchase.

23.

We have waited 5 years to get this rug. [redacted] from [redacted] has entirely ruined the experience

and pleasure of finally being able to make this purchase.

Sincerely,

Business

Response:

Claim #[redacted] for customer [redacted] was inspected by the manufacturers representative last week and was found to be within manufacturers guidelines for product and installation. The Representative said it was a phenominal job and the customer has no grounds for complaint.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

There are no guidelines. This is a fabricated concept. Please send me the written guidelines you are referring to.

We had one condition to our purchase. The runner needed to be one continuous length from the front door mat to the top of the staircase. [redacted] agreed to this condition. If they couldn't meet this condition they shouldn't have agreed to the sale.

If at the time of the installation once he realized he couldn't follow through with this condition he should not have continued the

job. Our requests to stop the installation once we became aware of the shortage were not honored.

Please have the business [redacted] address all of the issues outlined in the prior messages as they have not been addressed.

No matter what the retailer or manufacture say we have all 3 pieces of carpet in our possessions which are all significantly different from each other to disprove

their claims.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,