Toliver's Carpet One

I contacted the [redacted]s on 1-1-14 and set an appointment for

1-3-14 at 10:00 A.M. After inspecting the carpet I told Mr [redacted] we would

replace the...

carpet and I would personally make suggestions as to the type of

carpet that would be best suited for the area.

I also apologized to the [redacted]s for the miscommunication

between our sales staff and our customer service department and for any

inconvenience this may have caused them. Customer satisfaction is Tolivers

number one goal and will make every effort to insure that this situation will

not repeat itself.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be extremely satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.  So far the company has been extremely responsive and have renewed our faith in this business.  We expect a timely and complete resolution of our concerns.

Regards,

We used Toliver's last year to to carpet our home. We did a lot of research and trusted our sales man. Our home is 3,000 sq. ft. and we thought we were getting the best deal for our home. It looked great for about 2 weeks, now it looks like we have had it for ten years. It is not wearing well and always looks dirty. $8,000 and we hate it!!

This is the first time n my last time using Tolliver carpeting in Peoria. They have been very anxious to get the sale and take 1/2 down payment but that only works one way. I have now been waiting for 3 weeks to have my carpet even arrive in Peoria. I'm told I'm going to be waiting at least another week before it gets here. This is not a special order either, just plain ol carpeting. Problem is the sales person didn't even call me....I have called three times to ck. One time to skedule the install, then again to verify that in 3 days it will be installed. In both cases the sales person had no clue n had to call me back, first time he forgot n I called him yet again. I don't know if all their salespeople are like Richard, but he should not be in sales. As a person who has been in customer service for 38 years.... this is not the way a customer should be treated. It just takes one phone call from the salesman and there was nothing.

My living room carpet needed to be replaced. The rest of the house is tile or wood. After comparing prices we purchased the carpet from Tolivers in Tempe. They have had an excellent reputation from as far back as I can remember. It's a family-owned, local business. We were treated with patience, well advised and given lots of appropriate choices by Wanda. The ordering process was made simple and the order arrived quickly. The appointment for installment was made right away. The installers were friendly, professional, neat and efficient. I can add that we followed up our experience by purchasing outdoor carpet 6 months later, and had an identical, no-hassle experience. Although we haven't had the carpet for years yet, it still looks wonderful.

Review: Contracted with Surprise Carpet One, with Manager, for house full of Carpet. ($65246.30 worth). The house was done on 1/4/13. One special area was a small office between Kitchen and Garage. We showed the Manager how bad the wear was on this carpet and said we did not want this to happen again and asked her to recommend a seperate, special carpet that would not wear out like the old one. We relied on her experience and professionalism. This small job was only $419.71 of the whole $6500. After 8 months the new office carpet started showing wear. In late October 2013, I called the Surprise store and said "Our small office carpet looks worn out" and we wanted them to inspect and replace. We were still 3 months within the one year warrantee. After not hearing from them for 5 weeks, I called the Manager, and said we needed some action. She apologized and their employee, inspected the carpet almost a week later. His comment was "It looks worn out". Then on November 26, 2013 the store manager said they are sending an Independent Inspector. When we heard nothing for 3 weeks, I called and complained to the Surprise store. Then finally on December 17, 2013, the Inspector did his inspection. Then on December 20, 2013 we received a denial letter from Tolivers Carpet One, with a copy of the the Inspection report. It cost them $165.00 to find some one that could allow them to deny our $419.00 claim. A surprising statement in the Denial letter was "In particular, carpeting installed on stairs, is not covered under the manufacturers wear of appearance retention warranties". Our claim does not involve "Stairs" in any way. I believe the individual signing the letter, had us confused with another job. Overall, Carpet One has done a poor job of responding to our initial complaint. Taking almost 3 months to respond to us. Then with a Denial.Desired Settlement: Replace this worn out carpet, with one that will stand up to the traffic. If there is extra cost for better quality, we will pay it. Or, if putting in Tile instead at an additional cost would be better for us, we will pay that too. If we needed Tile in the first place, they should have at least recommended it to us.

Business

Response:

I contacted the [redacted]s on 1-1-14 and set an appointment for

1-3-14 at 10:00 A.M. After inspecting the carpet I told Mr [redacted] we would

replace the carpet and I would personally make suggestions as to the type of

carpet that would be best suited for the area.

I also apologized to the [redacted]s for the miscommunication

between our sales staff and our customer service department and for any

inconvenience this may have caused them. Customer satisfaction is Tolivers

number one goal and will make every effort to insure that this situation will

not repeat itself.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be extremely satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved. So far the company has been extremely responsive and have renewed our faith in this business. We expect a timely and complete resolution of our concerns.

Regards,

We used Toliver's last year to to carpet our home. We did a lot of research and trusted our sales man. Our home is 3,000 sq. ft. and we thought we were getting the best deal for our home. It looked great for about 2 weeks, now it looks like we have had it for ten years. It is not wearing well and always looks dirty. $8,000 and we hate it!!