Again--we apologize for our part of the miscommunication that occurred in attempting to complete this order As we pointed out previously, there is nothing illegal in inquiring whether a larger amount of financing might be available to a consumer, according to ***, the grantor and holder of the financing we use at Custom Carpet Centers When project estimates rise after we actually are able to do a real world estimate (as opposed to an in-store estimate where we don't have confirmed measurements) customers almost always ask us if the larger amount will still be qualified We make these additional inquires, so that our customers can know that they have additional available credit available Again, we ask what is available, which has no real long term affect on a consumer's credit score or finance-abilityBe that as it may, we have requested that this consumer's account be closed and any inquiry made by Custom Carpet Center we stricken from her account history, in an effort to make this consumer comfortable that her credit record and history be unaffected by this inquiry for available creditAgain, we are sorry for the mis-communication
We are sorry that we weren't able to have an opportunity to do business with *** *** Clearly, the communication between *** *** and our sales person could have been better, but in no way and at no time was there ever an attempt to deceive or defraud on our part Additionally,
our salesperson clearly should've been more timely with his responses to *** ***, than he appears to be in *** ***'s recap of the situation.It is important to note our system for giving a customer an estimate in the store When a customer comes in and describes an area where they would like new flooring, we work up an estimate based on the information we have available at the time of the in-store estimate and base our price on the information the customer is able to give to us at that time Quite frequently, customers have their sizes wrong or forget areas where they ultimately want the flooring to be installed, until we are actually in the home to walk through the job with them That is also when we are able to see things that might need to be added as extras, like, uneven floors, baseboards or quarter rounds that need to be removed/replaced, toe-kicks under cabinets, appliance issues, threshold or transition issues, etc., etc.We gave *** *** a quote in the store, based on her sizes and descriptions of home She was approved for the extended financing based on the amount of that estimate When we visited *** ***'s home there were multiple reasons why the "price went up", mostly having to do with how much material would be required to complete her project, mostly due to the rooms being larger than she indicated in the store In addition, the floor that *** *** selected had a large pattern match (36" x 36") that added significantly to the yardage required to complete the jobSometimes this can be determined up front (the layout and cut plan), but in this case, the layout could not be accurately determined until after we visited the home.*** *** claims that she ended up buying vinyl from someone else and it only required SF, when our estimate said Based on the rooms we estimated and taking into consideration the x pattern match, we confidently can say that there is no way that the same areas we estimated can be successfully completed, with a a pattern match by using SF of material Chances are, the other company's estimated did no include every area we estimated for and had a different pattern match.With regard to calling in to see if the larger estimate would still be approved by the finance company, the salesperson was simply trying to have that information available to *** *** when she came back in to consummate the purchase, as it is the next logical question that consumers that are requesting financing have At no time was she under any obligation to proceed with the order, it was simply an attempt to make sure she could be approved for the additional amount, if she wanted to proceed The selection, estimating and ordering cycle can take a few weeks sometimes so it is to keep credit information on file for that long to have it available for the amount of time it requires to go through the cycle This has never been an issue with any of the thousands of customers we have successfully granted credit to through our financing programs.Again, we are sorry that we were unable to satisfy, *** *** We truly would appreciate an opportunity to work with her again in the future
We have been in contact with this consumer and believe we have resolved the issue.The consumer reported a gouge in an [redacted] floor that was the result of some kind of topical damage from something being dropped or dragged across he surface of the floor. Normally, damage of this nature...
is not covered by the warranty because it is not manufacturing related.However, we did submit to the manufacturer a request to make a one time exception to make this repair and were successful in getting a positive response.We have a box of the [redacted] on order and when it arrives, will make an appointment to go back to the consumer's home to make the repair.
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 clearly understand an estimate but no way does a company have a right to request a credit line increase without consumers permission bc this is a mark against there credit. That would be if I chose to open a credit card in anyone's name its ok....unacceptable that is fraud and I think any attorney would agree.
Regards,
[redacted]
Again--we apologize for our part of the miscommunication that occurred in attempting to complete this order As we pointed out previously, there is nothing illegal in inquiring whether a larger amount of financing might be available to a consumer, according to ***, the grantor and holder of the financing we use at Custom Carpet Centers When project estimates rise after we actually are able to do a real world estimate (as opposed to an in-store estimate where we don't have confirmed measurements) customers almost always ask us if the larger amount will still be qualified We make these additional inquires, so that our customers can know that they have additional available credit available Again, we ask what is available, which has no real long term affect on a consumer's credit score or finance-abilityBe that as it may, we have requested that this consumer's account be closed and any inquiry made by Custom Carpet Center we stricken from her account history, in an effort to make this consumer comfortable that her credit record and history be unaffected by this inquiry for available creditAgain, we are sorry for the mis-communication
We are sorry that we weren't able to have an opportunity to do business with *** *** Clearly, the communication between *** *** and our sales person could have been better, but in no way and at no time was there ever an attempt to deceive or defraud on our part Additionally,
our salesperson clearly should've been more timely with his responses to *** ***, than he appears to be in *** ***'s recap of the situation.It is important to note our system for giving a customer an estimate in the store When a customer comes in and describes an area where they would like new flooring, we work up an estimate based on the information we have available at the time of the in-store estimate and base our price on the information the customer is able to give to us at that time Quite frequently, customers have their sizes wrong or forget areas where they ultimately want the flooring to be installed, until we are actually in the home to walk through the job with them That is also when we are able to see things that might need to be added as extras, like, uneven floors, baseboards or quarter rounds that need to be removed/replaced, toe-kicks under cabinets, appliance issues, threshold or transition issues, etc., etc.We gave *** *** a quote in the store, based on her sizes and descriptions of home She was approved for the extended financing based on the amount of that estimate When we visited *** ***'s home there were multiple reasons why the "price went up", mostly having to do with how much material would be required to complete her project, mostly due to the rooms being larger than she indicated in the store In addition, the floor that *** *** selected had a large pattern match (36" x 36") that added significantly to the yardage required to complete the jobSometimes this can be determined up front (the layout and cut plan), but in this case, the layout could not be accurately determined until after we visited the home.*** *** claims that she ended up buying vinyl from someone else and it only required SF, when our estimate said Based on the rooms we estimated and taking into consideration the x pattern match, we confidently can say that there is no way that the same areas we estimated can be successfully completed, with a a pattern match by using SF of material Chances are, the other company's estimated did no include every area we estimated for and had a different pattern match.With regard to calling in to see if the larger estimate would still be approved by the finance company, the salesperson was simply trying to have that information available to *** *** when she came back in to consummate the purchase, as it is the next logical question that consumers that are requesting financing have At no time was she under any obligation to proceed with the order, it was simply an attempt to make sure she could be approved for the additional amount, if she wanted to proceed The selection, estimating and ordering cycle can take a few weeks sometimes so it is to keep credit information on file for that long to have it available for the amount of time it requires to go through the cycle This has never been an issue with any of the thousands of customers we have successfully granted credit to through our financing programs.Again, we are sorry that we were unable to satisfy, *** *** We truly would appreciate an opportunity to work with her again in the future
We have been in contact with this consumer and believe we have resolved the issue.The consumer reported a gouge in an [redacted] floor that was the result of some kind of topical damage from something being dropped or dragged across he surface of the floor. Normally, damage of this nature...
is not covered by the warranty because it is not manufacturing related.However, we did submit to the manufacturer a request to make a one time exception to make this repair and were successful in getting a positive response.We have a box of the [redacted] on order and when it arrives, will make an appointment to go back to the consumer's home to make the repair.
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 clearly understand an estimate but no way does a company have a right to request a credit line increase without consumers permission bc this is a mark against there credit. That would be if I chose to open a credit card in anyone's name its ok....unacceptable that is fraud and I think any attorney would agree.
Regards,
[redacted]