Tucker's Carpet

Review: I have had on going carpet issues for the past 3 years. They have come out to stretch it numerous times, but the problem keeps on occurring. Recently we had Shaw carpet inspector come take a look at it and in there report it states "the furniture needs to be removed from each room". They did not do this within the 2 hours they were at my house. As a result of not fixing the carpet properly they left a lump in my carpet by the bedroom and you can you tell where the seams meet as they are visible. I contacted the company the moment I got home (they left while I was on short walk) after seeing how poor of a job they did and have not heard back from them. I gave up a day for them to fix the problem and as a result there were more problems with my carpet.Desired Settlement: As a result of all the times we have had to have installers come out and fix our carpet. I would like a refund of what I purchased the carpet for. I do not feel I should have to have someone come back out again and have them not follow the directions and waste my time. It has been an on going issue for 3 years now. Also by having it constantly re-stretched is probably only making the carpet thinner.

Business

Response:

To Whom It May Concern I am responding to the letter of complaint I received regarding a carpet service issue.This job was estimated several different ways for the customer with different levels of flooring, carpet and hardwood; they opted to purchase the least expensive carpet option. The installation occurred on 11/2/2011.The first complaint from the customer was on 11/16/2012. This complaint was regarding the wear in the traffic areas and stains. [redacted] was scheduled out for an inspection before the mill was contacted. Upon [redacted]'s inspection he noticed some wear in the carpets especially on the stairs. At that time he had the office contact the mill and start a claim and ordered replacement material for the stairs as he felt they may not be wearing well due to the pad or the carpet may have been turned during installation. This was replaced at no cost to the homeowner and he even let them change out the color. The follow up for the stair replacement we received an email from our customer and quote "we are very happy with the how the steps turned out with the new carpet. We cannot thank you enough for honoring your commitment to customer service." At that time they then asked us to price out replacingthe hallway carpet with hardwood and extend it into the laundry area.They also said that the in-laws were goingto contact us for an estimate for hardwood in their home.Once the mill sent out an independent inspector on 2/18/2013 for the stain wear issue in the master bedroom,the independent inspector basically said the carpet was not properly cleaned as he found soap residue and the carpet was matting from lack of maintenance as the carpet had a longer fiber. His conclusion was there was no defect in the quality and workmanship.On March 13, 2013 when I received the actual report and Ihad explained what the independent inspector had written I received an email from the homeowner that they were disappointed in the outcome of the inspection and that Tuckers Carpet had sold them the wrong product for their home and how was Tuckers Carpet going to resolve the issue.On March 14, 2013 I responded that we had given them several options for flooring select ions and felt it unfair to say that Tuckers Carpet was responsible for their selection choice and that there are procedures from the mill that we must follow and forwarded them a copy of the [redacted] Flooring Care Guide.The customer had then emailed on 12/8/2014 saying the carpet was bubbled and could we schedule a re-stretch on the carpet, when I asked her availability she stated it had to be after 3:30 pm, I explained that was unreasonable time as the installers start at 7:30 am is there any other option,she said she could have her father meet them at the house,I even told her we would call on our way so that he was not just sitting there waiting for us, she was very appreciative and gave us his cell #, we completed on 12/16/2014.The customer emailed back on 1/26/2015 that the bubbles returned in the hall and master bedroom, at this time they wanted to be compensated for the flooring and upgrade the carpet. We explained that we cannot give her new carpet; since it had already been stretched we need to contact the mill again for an inspection. At that time they wanted to hold off getting the inspection as they needed to clean the carpet per the warranty guide lines.The guide lines specifically say carpet should be cleaned every 6-12 months due to natural everyday soiling. So after 3 years they have just now professionally cleaned their carpet with a home steam cleaner.On 2/12/2015 we were contacted that they were ready for the inspection, I then forwarded the information to [redacted] Carpets again regarding the complaint. The inspection was not completed until 3/9/2015, Tuckers Carpet received a copy of the report in April which I scanned and forwarded to the homeowner. At that time they did not want the re-stretch they wanted to be compensated, again we told them we could not compensate them anything at this time and we need to follow the inspection report. At that time they wanted us to commit that if the re­ stretch didn't work that they would be refunded the amount of their carpet,again we toldthem we could not do that but let us do the repair work. While trying to schedule the repair work we could not do this during the week it had to be after 3:30 or a Saturday. The day before the repair work Isent an email saying that the room needed to be empty per the inspection report which they had a copy of as well. When the installers arrived on Sat 4/23/2015 the room was not completely emptied so we did the best we could to follow the inspection report guidelines . I then received an email from the customer that day that she had left to walk her dog and when she returned the installers were finished and she wasn't happy yet,her husband was there with installers.On July 3rd 2015 I received a call from [redacted] Carpets that the customer had contacted them directly regarding the warranty and that we did not do what the report said we needed to do. Our installers used a power stretcher per the report; the customer did not empty the room of furniture. If she was not there during the work how does she know what was used to stretchthe carpet. [redacted] Carpets contacted the customer back telling them they had to work with Tuckers Carpet as they could not work direct with the end user. [redacted] then contacted us to ask if we could contact the homeowner. On July 24th 2015 I emailed the customer to tell them I was not aware of an issue still at the house that her email only stated she didn't receive the service she expected and the installers didn't vacuum.We were away from 7/26/15 to 8/3/15, when we returned to the office on 8/3/2015 we received the letter from the Revdex.com. On 8/4/2015 I received an email from the customer saying she was out of the country and she was upset with the service she received. I replied back to the email today 8/4/2015 saying all coraspondence will now be through the Revdex.com.At this time we feel we have gone above and beyond for this customer. Most companies would have told her she was out of warranty after the first year of installation. We know this as we do a lot of repair work from other companies. You can also look at our elite rating on Home Advisor.At this time if the customer would like Tuckers Carpet to return, they need to follow the guidelines of the inspection report and have the room(s) emptied which we were only aware of master bedroom and hall issue, she now says it is the entire upstairs. She stated she didn't move the furniture as she didn't know where they installers were going to start. Should they not accept this as a resolution then we feel there is nothing more we can do for them at this time.