651Carpets, Inc.

We are certainly sorry to hear that is your decision with the matter, but we can cancel your order with the 50% restocking fee if you so choose.  We pride ourselves in our business practices and strive to make every customer happy. That is why we were more than flexible with your work order, special requests, and even your decision to not get the installation on the confirmed date.  We are a "stand up" company that loves its customers, and we are sorry that you feel slighted in any way.  We assure you that we have done EVERYTHING possible to execute your contract exactly as written and signed for. We will use this as written proof of cancellation.  We hope we can help you in the future

We are confused as to what the issue is with this complaint?  The project that was completed at this address was under a different name and signed off on by that individual ([redacted]).  We installed the exact color option that was signed off on and paid for at time of purchase. ...

If there are any issues with the installation we would be more than willing to help the customer out, but if the customer is looking to change the color of granite they would need to purchase new material.  We have included the original work order, and we have confirmed that the color that was installed matches the color that was ordered.  Thank you for reviewing-

I am rejecting this response because:The business practices of this company are not satisfactory and I have no trust in the installation of the carpeting. I am cancelling my order. As per your contract I am due 50% of my deposit. I  want a cashier's check and I need to receive it within 2 weeks or I will be filing a complaint with small claims court for the total amount of deposit.

Our installation manager has been in contact with the customer numerous times, and while we are sorry to hear about the frustrations that may have incurred, we are happy to say that any needed repairs have been taken care of.  There was a discussion of credit to be issued for the portion of the...

work order that was not needed, but it was not the same amount that was requested in this complaint.  Our installation manager has since tried reaching out to the customer to discuss the credit, but there has been no return call.  We hope to resolve this fully with the customer and hopefully put the issue to rest.  Thanks again-

The installation crew that did the work at this customer's home is excellent and rarely (if ever) has any issues.  They do superb work and would never take something from a customer's home.  For this complaint to even mention any type of theft is unwarranted.  The installation...

crew has gone out to the customer's home 3 times (one of which she refused them to enter her home) to address any type of issues she may have.  The acquisitions that are being made are totally false and nothing was done incorrectly with the installation.  The customer's cabinets are the real issue, and this was brought to the attention of the customer at time of install.  The customer was informed of the options due to the cabinets and openings, and the installers did what they were told.  They never used a hacksaw or anything of the like.  We have tried to contact the customer to speak and go over the job, but there is never an answer nor a response to voicemails left.  We did credit back $25.00 for the mystery gas can that went missing (although the installers swear up and down that they never would have done that) out of the garage.  Of course we want to have happy customers, and that is why the installers went back to the home to remedy any issues, but there is nothing else that can be done in this case.  No monetary credit will be given. We have also attached the post install checklist and completion sign off form that the customer signed for review-

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I am subject to a credit to my financing of the project which was agreed upon and settled.  The credit could take a few days, I was told.  Also, the quarter round that was missing has now been completed.

Again, this project was done exactly the way that the customer had asked for, and well within any standard of installation.  As included in the previous response, the customer signed off on a completion form and verified that the project looked great.  We had our installers go back out to the home to survey any other issues that the customer called in for, and at that time the customer was again satisfied with the minor repairs that were made.  The issues with trim and cabinets have nothing to do with our company and the installers don't even have tools to cut them in the first place.  We do apologize if the breaker blew in the home during fabrication and that the installers had to do some finish work inside the home.  There was not any cutting of granite in the home, merely some buffing of edges.  Any home improvement/construction project is going to leave behind some dust and possible clean up.  The new accusation about marring a decorative wall piece is news to us, and not something that we will take blame for.  This is not something that our installers would do (or have done ever in the past).  The customer seems to be making up new issues at this point to tarnish our company name, but these are just not true! We have gone above and beyond to accommodate this customer, but we do not want false allegations presented about our company or installers. In closing, we have credited the customer $25 already for a gas can that went missing out of her open garage and we would be willing to credit back the $50 cleaning fee due to the dust that was created from the polishing in her home.  Thank you for reviewing this complaint-

I am rejecting this response because:First of all I did NOT instruct Installer to cut forgotten vent holes! He did that. I did not say how big to cut the holes assuming he knew what he was doing and had done this before. What about the other forgotten vent hole that I discovered the next day?

We are certainly sorry to hear that the customer is not fully satisfied, but this complaint is unwarranted. The product that the customer ordered has been delivered and installed fully.  The customer has not paid the balance due on the order, and to this date 651Carpets is still owed $1090....

There is nothing wrong with the product or installation that we know about.  If there was an installation issue we offer a lifetime warranty on the labor, but again the balance must be paid before we could do any warranty work. The customer is concerned with a seam placement, but there is no guarantee on where or how many seams are needed for any given project.  The placement of any seam is at the discretion of the installer. This is clearly labeled on our checklist (attached).  Our day of install arrival time can vary depending on if there is a previous job, the scope of work at the previous job, any delays out of our control, etc.  Again, this is labeled in our checklist that arrival times can be anywhere between 8am-6pm.  We do wish that the customer would have been updated throughout the day to narrow the window, and for this we apologize.  We understand that people's time is valuable and there should have been more communication from our installers.  We have no charge indicated for any furniture moving on the signed work order (attached), and at the time of purchase there was a free furniture moving promotion in place.  We appreciate the customer helping move the furniture, but this was not under our direction by any means.  Pricing does not change from the signed off on and agreed upon amount on the work order.  651Carpets would love to address any possible issues that the customer may have, but our records show that there is nothing wrong with the actual installation.  We are still awaiting payment from the customer, and if it is not received we will be forced to forward the invoice to collections.

We are sorry to hear that the customer is not fully satisfied, but the carpet installation was done exactly as it was supposed to be done.  The vent holes in question were cut by the installer under direct instruction of size and placement from the customer.  The new vents that were...

purchased may be a different size, but again, the customer had directed the installer to cut the size.  The entire installation was done perfectly and in a timely manner.  Our installation manager has also spoke directly with the customer and tried to explain the process, but the customer does not accept the fact that she chose to have the carpet cut to the specifications that are now "non-fixable".  The customer will need to have her vent opening filled with a custom vent cover to fit.  Our installers do what the customer asks and are not liable for changes after an installation.  Thanks again for reviewing this...

This issue has been resolved... The sales consultant brought the original sample board onsite to verify it was indeed the correct carpet that was purchased by the customer.  We have now installed the carpet that the customer chose, but we are yet to receive the remainder of the balance. ...

We are hoping that we can clear up the open invoice as soon as possible.

I am rejecting this response because:
We have been in contact with this customer, and have tried to help out as much as possible...[redacted]: They haven't done anything to help. They don't return phone calls. Our Quality Control Supervisor has been on site at the home, had numerous phone conversations with the customer, and has explained the situation at depth.[redacted]: This is an outright lie. They never went to the home to look. 651Carpets sold the customer vinyl flooring in March of 2015, and it was installed in April of 2015.  The customer asked that we "loose lay" the vinyl flooring and not use glue to adhere the floor.  We told the customer before any work was performed that this is not the proper way to install the floor and that we were not comfortable doing the floor in this fashion. [redacted]: Another lie. I requested a loose lay product and they accepted this and never said anything about not guaranteeing the job and the paperwork I received says nothing about this.   Their salesman and their advertising says 100% guarantee.  Again, he insisted that we install the floor in this manner regardless of any manufacturer or installation warranty voids.  We at 651Carpets offer a lifetime installation warranty, but not when the floor is installed different than our company standards (customer's request).  The customer is now having some issues with his "loose laid" floor just as we had warned before the installation, and now would like us to come out and re-install the floor.  Unfortunately, we are unable to honor this request without a charge for the labor to be performed.[redacted]: If they had told me they wouldn't guarantee the job, I wouldn't have used them. Instead, their guarantee is their selling point that they pushed. The manufacturer verified that it is a loose lay product. This house had a loose lay vinyl in it for 15 years with no problem and I have another home with a loose lay product that is 30 years old with no problem.  The fact is that the first time they installed the carpet and vinyl the workmanship was so bad (including using duct tape to make a seam in the vinyl) that they had to previously replace 100% of the vinyl in the kitchen, eating area and two bathrooms, replace the metal vinyl to carpet transition piece that had rough sharp edges and make repairs to the carpet.

Initial Business Response /* (1000, 5, 2015/06/02) */
The customer stopped our installer while he was installing the hardwood flooring that the customer chose. The customer thought there may be a problem with the hardwood that was purchased so our installer stopped immediately and reported...

the incedent to our office. The customer called in to express her disinterest in the product and her thoughts on how the product was faulty. We immediately gathered information on the product and had the manufacturing representitive come out to the customers house to see the materials in question. He made notes that the wood looked great, but did have some possible overwood on the joints. He sent in pictures, actual boards, and a report to the claim department for the manufactuer. We expedited the claim as much as possible to help the customer. We had a report sent back to us in a week (which is very fast for a claim) saying that all of the boards were within spec for the product and that they would not claim the product as faulty. Upon hearing the news that the claim was denied the customer had no other options besides continue to have the floor installed under the terms of the contract or to have the product returned with a restock fee. We have worked dillegently to help this customer out, but there is nothing more we can do after the claim is denied and the manufactuers inspector finds the product to be of proper quality. This is the same product that customer chose and signed off on when purchasing. We at 651-Carpets have taken all the necessary steps to make a claim on what the customers thinks is a defective material, but all research and inspectors have deemed the product within spec and of great quality. We would love to install the flooring if the customer so chooses, but they will not allow us to do so. To say that our customer service is lacking is untrue. We have gone through all the proper procedures to file this claim, and because the customer has made a dispute with the credit card company we are now no longer able to stay in contact with the customer. We always strive to please our customers and it is sad to see that the blame on this case is being put on our company. Again, we would love to install the original flooring that the customer agreed upon, signed off on, and purchased. The only other option would be to pick a different product and pay the restocking fee that is stated on the contract and work order. Here are the final options available to the customer...
1- Have the wood installed that was ordered and signed off on by the customer.
2- Choose a different product, understanding the customer will have to pay the difference in cost plus any restocking fee.
3- Cancel the order and we will return the wood for them at the legally binding 50% restock fee.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Purchaser/Home Owners - [redacted] & [redacted]
651 Sales Representative - Dan [redacted]
651 Contacts - Dave & Brad
[redacted] Representative - Craig
Chronological Order of Event:
Monday, May 11 - two installers arrived at our home in the morning to install the wood
Monday, May 11 - 5pm - installers get ready to leave for the day; at that time [redacted] (plus a visitor at our home) viewed what had been laid (approximately 1/10 of the floor). Upon looking at the floor we quickly noticed irregularities in the flooring including wide gaps and level issues in the joints. Upon noticing this we called the primary installer back into the home. He looked at the flooring and agreed; stating that he felt there must be some type of a manufacturing issue. [redacted] stated if that was the case to please remove the uninstalled wood and not continue with the installation the following day.
The visitor to our home can corroborate the above statements made by the installer.
Monday, May 11 - at approximately 5:30pm - [redacted] called our sales representative, Dan [redacted], and 651 Carpets to report this issue.
Tuesday, May 12 - AM - installer called [redacted], again stated he felt there was an issue with flooring and said he'd come back out that day and pick-up the unused wood.
Tuesday, May 12 - AM - [redacted] called the manager of wood installation, Dave, to see how the problem was going to be handled; he said he'd call back later that day. We never received a call-back.
Thursday, May 14 - AM - [redacted] called Dave, he said he'd have someone from [redacted] call us. [redacted] then received a call from Craig at [redacted] and the appointment was scheduled for him to come to our home on Friday.
Friday, May 15 - 8AM - Craig from [redacted] Flooring came to our home; he acknowledged that the small portion of the flooring that was laid did not look right and he too said it may be a factory milling problem. He took several pictures (including setting a business card flat on the ground to show how unlevel the flooring was), and took samples of some of the remaining flooring to send into [redacted].
During this meeting with [redacted] we indicated that at the time of purchase we'd requested, through our sales person Dan [redacted], a high-quality wood. Craig indicated that this was a mid-range product within their offering. (This comment was very disconcerting to us as we'd been told by 651 Carpets this was a 'top of the line' product.)
Based on this it became clear that we'd been misled by 651 Carpets from the beginning of our purchase process.
Craig advised us that he would stop by the 651 Carpets office that morning to discuss the issue and that someone would be back in touch with us that day.
[redacted] & [redacted] were both at this meeting and can corroborate what Craig said.
Friday, May 15 - Tuesday, May 19 - we had no communication from 651 Carpets despite being told from Craig that either he or someone from 651 Carpets would contact us on Friday, May 15.
Tuesday, May 19 - AM - [redacted] called Dave to inquire on a status. At this point we were more than one week into the problem and communication from 651 Carpets was weak and we were becoming very frustrated with the lack of progress. When [redacted] spoke with Dave he indicated that they needed to wait for the claim from [redacted] and there was nothing they could do until that time (he was not able to provide a time frame). [redacted] stated that we did not pay [redacted] for the services, and that we felt it was the responsibility of 651 Carpets to resolve the issue. We are unable to get them to acknowledge this and the call ended without any resolution.
Tuesday, May 19 - 3PM - [redacted] attempted to contact Dave; he was in a meeting and [redacted] was told to call back after 4:30PM. At 4:49PM [redacted] called back and spoke with Brad asking for a timeframe and what our options were. Brad said he would relay the questions to Dave and he would call [redacted] after 6PM.
Tuesday, May 19 - 6:22PM - Brad called [redacted] saying he was asked by Dave to call; Brad said all he could tell us was that a claim had been filed. [redacted] asked again what that meant exactly (specifically timeframe and options) - Brad said in a raised voice to [redacted] that he could not answer that, he was only the messenger. [redacted] voiced the concern about the wood being mid-range (not top-of-the-line as sold to us) and Brad said they "don't deal with high-end homes". Brad said there was nothing else he could do and once again the exchange ended with no resolution.
Tuesday, May 19 - 7:17PM - [redacted] spoke with our sales person, Dan [redacted]. [redacted] explained that he was highly upset, specifically with the following points:
Lack of response
No time table for resolution
No offer of different options
The product we were sold being mid-range, not high-end as requested/sold to us
Overall lack of accountability being taken by 651 Carpets
Having Dave and Brad raise their voices to both [redacted] and [redacted], becoming defensive rather than listening to our concerns
Dan acknowledged that this was not a proper way to deal with customers and that he would be at 651 Carpets at 9AM the next morning to meet with them. He said he'd contact us after the meeting.
Wednesday, May 20 - Dan left a message for [redacted] asking her to call back. She did so immediately but did not reach Dan and left a message. [redacted] tried to call Dan several times after leaving the message but he did not answer nor did he return the call.
Thursday, May 21 - evening - [redacted] called Dan and left a message. Dan never returned this call.
Friday, May 22 - 2PM - [redacted] left message for Craig at [redacted]. No returned call.
Saturday, May 23 - As the problem had not been resolved, nor was a resolution was close, we had no choice but to refute all charges through our credit card company as our payment was due. At this time the credit card company and [redacted] attempted to call 651 Carpets to review the matter and seek resolution but the customer service representative who answered could not get anyone in the HQ office to take the call.
Tuesday, May 27 - 4:58PM - [redacted] called Craig; he advised that [redacted] said that the milling was within specs and the claim was denied.
Wednesday, May 28 - morning - Dave called [redacted] to advise the claim had been denied. She asked if possibly it was an installation issue - this possibility has never been addresses.
Dave offered no options other than us paying a re-stocking fee to have the same wood brought back so they could continue laying this product. [redacted] said that was not an option and asked that someone from 651 Carpets come out to look at the floor - this request was denied.
She then attempted to invoke the policy they advertise on the radio stating "100% satisfaction guarantee, or your money back" and was told that policy did not apply to this product: Once again the called ended without resolution.
Wednesday, May 28 - 11AM - [redacted] called Dan and received a text back saying "sorry, I can't talk right now"; [redacted] replied with a text saying he'd left a voice mail message and asking him to call back. Dan never called back.
Wednesday, May 28 - 11:03am - [redacted] left a message for the owner of 651 Carpets, Brett, to call him back. No response.
Wednesday, May 28 - Afternoon - filed a claim with the Revdex.com
Wednesday, May 28 - 6:30pm-7:00pm - [redacted] sent Dan a series of text messages with pictures and a video of the floor; and once again asked him to return our call or come to the home to see the floor. No response.
Monday, June 2 - [redacted] sent emails to Dan and 615 Carpets requesting someone come to our house to view the floor. We asked for a response by June 5. No response was received from either email.
Conclusion:
We've made every attempt to try and resolve this issue with 651 Carpets but they have completely ceased communication with us. We are exceedingly frustrated and surprised with their overall poor customer service including the following:
Lack of response; poor communication
No options given
No representative from 651 Carpets seeing the product
Being defensive and overall uncaring attitude to satisfy this situation or listen to customer questions and concerns
In the fall of 2014 we had 651 Carpets install carpeting in our entire upper-level and have been satisfied, even referring people to 651 Carpet that did purchase from them.
We have videos and pictures showing the issues with this floor.
Lastly, we have been living with plywood flooring in our living room, dining room, and main level hall way for one month with no resolution in site; this is completely unacceptable.
Final Business Response /* (4000, 9, 2015/06/11) */
We hope to resolve this situation as soon as possible. Here are the 3 options from which the customer can choose... If the customer does not want to excercise any of these options we suggest arbitration-
1- The customer can have the wood installed that they ordered and signed off on under contract.
2- The customer can return the current product and choose a different product sold by 651-Carpets to be installed; understanding that they will have to pay the difference for materials and the restocking fees.
3- The customer can cancel the order and we will return the wood for them at the legally binding 50% restock fee.
Final Consumer Response /* (4200, 12, 2015/06/16) */

We are sorry to hear that the customer did not feel that they were taken care of... We had numerous conversations with the customer, and we addressed any issues that were brought to our attention.  Any carpet related issues were taken care of by our quality control manager while he was on site...

at the customer's home.  No mention of any other damage was shown to him at the time he was in the home. The minor dings and scratches that may have occurred are common when dealing with any construction project.  We try our best to limit the amount, but this is also clearly stated in our installation checklist that is signed by the customer. Item #9 reads, "There will be nicks/and or scratches on walls and baseboards should the existing baseboards be left o during installation. Please be prepared to do touch up work once the installation is complete. Neither the installer nor 651Carpets can be held responsible...".  That being said, our installation manager went above and beyond to offer the customer the service of our repair technician to come and fix the dings.  The customer refused and asked for monetary compensation instead.  Unfortunately, we do not offer compensation for these types of things.  We have presented an offer to fix the issues that are common with flooring installation, and the customer has refused our offer.  There is nothing else we can do-

We have contacted the customer and have an appointment scheduled to make the repair...   We are not positive that the damage was done by our installer, and we also have a signed checklist from the customer that clearly states that "there will be nicks and scratches on walls during...

installation".  We have attached the checklist for verification.  Again, we still would like to help the customer so that they are fully satisfied so we will be sending out a repair specialist to fix the minor issue. We will not be able to offer any sort of refund.

We have offered a more than fair resolution to the issue.  There is  nothing more we can do to help the customer if they will not answer phone calls or allow us to come and rectify the situation?  Our installers do not move appliances back to original spots due to reconnection (company policy does not allow reconnect of any electrical, gas, or water).  As far as the payment is concerned, we ALWAYS take payment before we start installation on a project.  This is clearly written on our signed work order for all customers to see.  Again, this is a company policy...and is industry standard.  We aim to please our customers and we would love to make this issue right, but if the customer chooses that they don't want to allow us back then we are at a stand still.  I have attached the signed work order-

I am rejecting this response because:
I reject the business  response, because they did lie regarding the size or color choose. Yes, we did choose Uba Tuba but the product we get it not Uba Tuba, also the size he show us just the sample. The color is not close to the Uba Tuba we saw at all the granite suppliers in MN. We did I ask Jamie about the color and he conformed that the Uba Tuba they will install is the same as the Uba Tuba at HomeDepot or other supplies. In addition, they charged us $2,100 for $1400 product. When I confronted Jamie about the price and he will get back to me when he reached his office, until now I didn't hear any thing from him. Also, they said that the installation was perfect, but Jamie saw the installation and admit that the finishing not done very well when the connected the two granite by the sink. I texted him the picture too. If they will stand with their product they will accept a check when they come to install but they won't install anything until we pay the final payment on Cash or Credit card, I get forced to text the picture of my bank card to my wife and the contractor to charged the final payment that show that they don't stand with their product. I So I disagree with their statement, I over charged and they installed wrong Uba Tuba  in my kitchen and I am still need my refund from 651 Carpets. Sincerely;[redacted]

I had carpet installed on my stairs and entire upper level. They did an excellent job and the crew was very friendly and worked fast. The price was even a little cheaper than expected, I am satisfied.

We have looked into your complaint and spoke with our granite manager about your project.  After reviewing all the paperwork, pictures, and information we are not sure why there is a complaint or how else we can help you.  Jamie is our Granite Manager and a professional...

in that field, and he has been in contact with you numerous times to explain and clarify any questions.  He has been out to your home to assess the situation and show you samples of the product that you chose.  We have a signed work order stating that is the product that you wanted.  We have a signed granite checklist stating that there is color variance in all stone (amongst a list of other things). There is no such thing as "scrap granite", and you were given the same materials as any customer. We have a signed installation checklist approving all work done on day of install.  Again, if there were any issue with the actual installation we would be able to remedy the problem, but from what we hear the complaint is on the stone color at times.  This is not an installation issue.  Of course we want to have happy customers, and that is why we had our granite manager come out to your home to address any concerns.  While there he explained everything to [redacted], applied enhancer, and explained that the choice of lighting above the stone was not the best option.  He gave recommendations on how to soften the light and also left the bottle of enhancer in case you wanted to apply more in the future.  At the time of his visit he thought that any concern was “put to rest” and he and [redacted] shook hands on good terms.   Our granite manager is in charge of the entire granite department, and he handles all customer relations regarding granite.  He has done everything possible to help you in any way, but there is nothing more that can be done to ease your mind.  I am sorry if you feel that we have wronged you in any way, but I promise that is not the case.  We have given you an excellent price on a great product, installed that exact product in a quality manner, and followed up with any concerns you had.  We have thousands of happy customers every year, and we take great pride in our business.  Customer service is very important to us, so if you have any further questions about your granite please contact our granite manager to find an answer.  We cannot install different product as it would be the same as is already installed, and we cannot give compensation for a quality installation of beautiful stone.  We wish you all the best.  Attachments are included:

Initial Business Response /* (1000, 5, 2015/05/11) */
It is always unfortunate to see these types of complaints... The customer is making false statements and 651-Carpets has done everything possible to follow up with the customer and the complaint.
The flooring was installed properly...

originally, and then we received a complaint over a year later. We had a hard surface technician come out to the home and evaluate the problem. He had taken pictures and reported back that there was evident water damage on the floor. Of course we do not warranty water damaged floors or floors that are not properly maintained. We had let the customer know that there was water damage and that was the cause of their problem. The customer did not believe this was the case so we then scheduled an INDEPENDENT INSPECTOR to come and evaluate the flooring. (The customer even agreed to pay for the inspection if it was his fault.) The inspector came out and evaluated the product, install, and anything else needed to make a conclusion. The report showed the same thing that we had found in our earlier evaluation. The independent inspector said there was water damage on the floor and he had pictures as well. The customer then called still saying that it was our fault and threatened to complain to various internet forums if we didn't give her money back. This is not how we do business and we stood by our reports that they have a water damaged floor. The owner was trying to rationally discuss this with the customer, but the customer was unreasonable and abrasive! We strive to make all of our customers happy and we stand by our products and installs. We would love to help the customer if the issue was our fault in any way, but it is not. The inspector report and pictures prove this point. We are also now stuck with the bill for the inspector that the customer agreed to pay if it was found to be not our issue.
Initial Consumer Rebuttal /* (3000, 7, 2015/05/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
651 Carpets installed our wood floor in April, 2013. Almost immediately after install, large gaps in the floor began to show up. We called 651-carpets and [redacted], who is the install manager for 651 carpets came to our home probably in May or June, 2013. He noted large gaps in the floor covering all 400 plus square feet. [redacted] said the wood was not acclimated as it should have been and it was not installed correctly. We have had several floor guys out and they all agree this is the issue. After [redacted] came out and told us the wood was not acclimated and the floor was not installed correctly, 651 carpets would not return our calls or take our calls. In November of 2014, we had per our insurance records, a small water leak from the adjoining laundry room. It leaked a small amount into our bedroom, but this problem occurred 1 year and 7 months after our floor was installed. The owner said we called them too late. The real issue is they did not document my calls to them or have thrown that documentation out, as it does not serve them well and they refused to call us back. I begged and pleaded with [redacted] to help us and he did come back one more time, but he told me at that time, that he realizes the floor was not installed properly but that he did not think the owner of 651 would do anything for us. He stated that there had been many changes at the company, with many employees coming and going. He apologized many times about no one getting back to us, but said everything was out of his hands. There is water damage on a part of the floor. Even though this occurred 1 year and 7 months after install and didn't have anything at all to do with the original problem, we would consider partial reimbursement. Only about 10% of the floor was affected by the water. There was no independent floor guy that came out. There was a floor guy that 651carpets sent out, but we were refused by both 651 and the "independent" floor guy to see his results. In addition, 651 carpets has not done ONE thing to resolve this. The owner called me finally right before I filed my claim with the Revdex.com and he screamed and yelled at me, talked over me, was very rude and simply said he is not doing anything to resolve this. [redacted] KNOWS 651carpets did not honor their warranty. [redacted] KNOWS 651 carpets would not address our concerns. [redacted] KNOWS no one would call us back for a year and a 1/2. We were promised by 651 secretaries, by [redacted], another employee and whoever else I spoke with on all the phone calls that I made that we would be taken care of and that someone would reach out to us. It was all lip service. I don't know how the owner can say he has offered us a resolution, when he has simply offered us nothing, but yelling and screaming and blaming and adamant that he is not going to offer us anything. We asked that 651 carpets send us everything they have on our account, for which we spent nearly $10,000 with them. They have refused to do that also.
Final Business Response /* (4000, 9, 2015/05/21) */
As stated by the customer in the last response, there is water damage that has been documented by their insurance company... all warranties (both manufactuer and installation) are void. This is exactly what we saw and what the INDEPENT INSPECTOR saw when the floor was inspected. We have tried to help the customer to the best of our abilities, but when there is a problem that is caused by the consumer we can not warranty the product or installation any longer. It sounds as if this may be an insurance claim issue? We have spent a lot of time dealing with this particular situation and it is sad to see our name tarnished and untruthful things said regarding our company.