We are certainly disappointed that the customer is not fully satisfied with their selection and purchase with our company We have fully installed the product that was signed off on during the time of sale, and we have made sure that the product that was installed matches the work order The customer is wanting a different color of the same style carpet than what was signed off on and paid for at the time of the sale After signing off on the "no cancellation" form we cut and readied the carpet specific for their project We talked with the sales consultant for this project and he said that both colors were mentioned as options, but that the customer ultimately went with the Oxford We have included both the signed sales order slip and signed non-cancellation form Again, we have verified that the customer received exactly what was signed off on, and there are no issues with the installation Our Quality Control Manager has been in contact with the customer a few times, and has even offered a partial refund to try and appease the customer There is no issue or fault from our company, but we do strive to have happy customers Thank you for reviewing this complaint-
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 meThey have sent a repairman to fix the damage done by their installer The repair was satisfactory I, however, take issue with the responsiveness of their customer service and am disappointed it took me filing a claim with Revdex.com for them to resolve the issue
I made an appointment to have carpet installed in a single bedroom through The appointment was made for 8-10am during the week, thus I took a half day from work in order to be here for installation9:rolled around and nobody had called me yetI called and asked if somebody was comingThey responded that they they had me on the schedule for the afternoonThis is even after I called the day before to confirm my AM appointmentThe installers finally showed up after 1pm, which meant I had to miss the second half of work as wellI brought this up with customer service and they said a manager would call me later that dayI never received a call from said manager eitherI DO NOT RECOMMEND CARPETIT IS CHEAP FOR A REASONESPECIALLY NOT RECOMMENDED IF YOU NEED THE WORK TO OCCUR IN A SPECIFIC TIME WINDOWVERY UNRELIABLE
Revdex.com: For the time being, the response from 651Carpets is sufficient, as we finally got a responseHad they contacted us to discuss the claim, we might have known that the process might take up to monthsHad the individual responding to this complaint actually read my complaint, she/he would know that the lack of certainty about when and if a claim was submitted was due to the complete lack of response on the part of 651Carpets, and due to the fact that we were asked to resend images we'd already sentNowhere in my complaint does it state that a claim was NOT submittedMy complaint also states that we were aware of the distinction between INSTALLER and MANUFACTURERAgain, it is and was clear to us who is responsible for the carpet, as opposed to the installationThis is why I'm regarding this complaint as being sufficiently addressedFinally, the claim may not have been unattended, as 651Carpets states in their reply, but there was no way for us to know since no one would respond to our callsIt took a complaint on the Revdex.com website to get someone's attentionThis, and the snide comments made in their response to my complaint are examples of the poor customer service we experiencedWe trust that future communication will improve
on november we had a salesman come to our home so we could pic out some carpet my wife and I decided with the help of the salesman Will [redacted] from 651Carpets Peppercorn was the Carpet we Decided on because it was Dark and wouldn't show the Dirt so we Signed Papers I took my Copies Folded them as we Shook Hands and he said we would be very happy with the peppercorn because it was more plush alsoNovember I came home Early and Seen the installers bringing in a Roll of Carpeting I Stopped him and said that he was installing the Wrong CarpetingThe installer showed me his paper work and when I found mine it said the same thing OxfordI called the salesman Will [redacted] and asked him if he recalled the Carpeting we Decided on he Say's to me wasn't it Peppercorn yes that's what we decided on but you wrote the wrong name on the paper work so he told me to call 651Carpets so I did the Product manager told me to let the installers install the rest of it and they would
This issue has been resolvedThe 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
This vendor was not professional to work withWe had jobs for them to completeThey used subs for all and the subs showed up confused on the job structureWe had to provide sub with a ladder, tools and a shop vac (for a carpet install!)The job was quoted to be 5-hours by different schedulers and they took hours, in a vacant propertyOn a different job, the carpet install was scheduled and confirmed only to receive a call the day of the install (one I took off work for) to hear they didn't know where the carpet was and couldn't do the install that dayAmanda attempted to make it right on the first issue, but once the second issue came up, she's been unreachableI call the office and sit on hold, or get rolled to a dispatch center where they have no idea what's going onI would NOT recommend this company for any workCan't believe they bothered to join the Revdex.com when they deliver such terrible service experience!
I had new countertops installed Oct8, 2018, and I’m still dealing with an issue with the companyFirst, they made a mistake on our original price quote, and then I was originally told they would be installed on Sep 26, but that day came, and no one showed upWhen I called that morning, I was told someone should have called me to reschedule because our piece wasn’t even in yetI took the day off of work for nothing, and when I called several times to discuss this matter, I was told I would be compensated with $off our billIt is now Jan 8, 2019, and I still have not received anythingAnd whenever I call to talk to the customer service rep, she is conveniently on the phone or not in yet, and never calls me backVery poor customer service, and I would not recommend them to anyone
We ordered carpeting from CarpetsWe gave them dollarsWe signed their contractWe looked into the quality of the carpeting and wanted to upgrade.We were told ourcarpet was already cut and could not do that even though we were scheduled weeks laterI have never heard of a company that won't let you spend more moneyWe decided to get the carpet we orderedWe were scheduled for May 5thWe were contacted May 4th and were told they had a flood in the warehouse and we would have to reorder the carpetI then was told I could get a different carpet if I wanted it installed that weekendI found that strange if all the carpet was damagedI told Max I would call my husband and check with himMax then left me a message that they had found s roll and it was was what we ordered.They came out to install the next dayIt was not the carpet we orderedI have read at least complaints against this business very similar to mineI have been so upset with the treatment we hav
Granite counters were installedThe installers did an excellent jobIt was a little rainy so they setup their saw in the driveway even though they were informed they could setup in the garageCarpet installedLooked greatVynal plank flooring installedLooked ok when all was done, but was not a professional jobThey set up their saw inside the house and made all their cuts insideYou can imagine all the sawdust that spread throughout the house! The flooring was laid right over the sawdust on the floorWhen it came time to reinstall the trim the person pulled all the nails out and dropped them in the newly installed carpetWhen he left we spent hours picking nails out of the carpet and cleaning the entire house from all the dust that spread throughoutWord to the wiseIf someone brings a saw in your house kindly help them carry it outside were they should be making their cuts
We are very pleased with our experience with 651Carpets! Our sales person did a great job providing us with lots of optionsOur capet was installed todayWe love itThe installers did a great job too!! The price and service all the way around was exactly what we hoped forCan't wait to get our new countertops now
It took over months from quote to finish and still no itemized billThe operations manager Dave was about as rude as they comeThe sales rep quoted me $and was going to send me something the next day in writing as he knew this was a insurance claim QuoteI asked to have the owner call me several times but that never happenedThe poor young subcontractor pulls up In a big white unmarked truck and I had to explain what he needed to doAnd on top of that the quarter round was wrong so they had to have a carpet guy come out with his tools to finish the job and use a hot glue gunI couldn't believe it! I asked why and the contractor said tells us to make it workI can't believe there isn't more complaints on this awful business!
Initial Business Response / [redacted] (1000, 5, 2016/01/27) */ We at Carpets are sorry to hear that the customer is not fully satisfiedWe have remedied any problems that arose in a timely manner, and have been in constant contact with the homeowners to resolve any issues The original LVT floor that was in question had been inspected by our quality control supervisor, and he determined that we would replace the floor free of charge to the customer due to the imperfections in the floorThis shows that Carpets stands behind our productsAt this time, the quality control supervisor also addressed a minor scratch on the kitchen cabinet that occurred during tear outThe homeowner told our quality control supervisor that the cabinet was a non-issue and that he would paint it himself(We would gladly fix the cabinet if the homeowners choose to have our professional come out?) We had a different professional installer come out to replace the entire floor to the customer's satisfaction The carpet that is in question has also been inspected by our quality control supervisor, and it was determined that there was no actual issue with the product or installationThe customer insists that there are "lines" in the carpet, but all that we could see to the naked eye (and in photos) were possible vacuum lines? This is normal, and not a product fault nor an installation issueIf there was any visible defect or problem with the carpet, we would have no problem replacing it immediatelyAt the customer's request we have filed a claim with the manufacturer to see if they can help? The claim process can take 8+ weeks to get an approval or denialThis is a timeframe and procedure for any company with a product claimWe always try to expedite the process as much as possible, but we are at the mercy of the mill when it comes to these claimsIn most cases the mill will have an independent inspector come out to evaluate the product and install, and then they process the information to the claim departmentAgain, we have made this claim with the manufacturer and are awaiting the report Unfortunately, we cannot comply with the demands requested by the customerWe have addressed all installation related issues and we have filed a claim with the manufacturer for the productIf the claim is approved by the manufacturer we will gladly replace it at no charge to the customerWe also can not compensate the requested amount asked by the customer for time spent waitingit takes time to make repairs and order new productThis is an unreasonable request We have thousands of happy customers each year, and we want the best for all of our customers! We have tried to help this particular customer as much as possibleIt is always saddening to see a disgruntled customer after we have made numerous efforts to rectify the situationWe will send over the claim report as soon as we have word from the manufacturerPlease be patient as this process does take time Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) January 31, At this time there is still a problem with the carpet, the installers that were in our home also agreed with us as to the lines that are in the carpet and they are not vacuum lines, even the quality control supervisor responded after looking at the carpet that it was not but he had no idea of what the lines wereMaybe the company should check with them as wellWhen 651Carpets says it is vacuum marks, those would be straight lines up the hallway, they hallway is too narrow to go back and forth that is the way the lines are, across not up and downWe have tested with the vacuum cleaner because we also thought that, but the lines are within the carpet and not from outside factorsWe also tried someone else's vacuum to test to make sure it was not our vacuum and had the same results with the lines in the carpetThey do not go awayWhat we want is the carpet replaced with non-defective carpet, without the lines going through itMy question is the carpet that was sold to us, seconds? Also where the metal strip was placed to separate the foyer flooring from the carpet on the stairs, when the bar was put on it the installers have left carpet sticking out of it and it looks like we have a carpet ruffle on the stairsIT looks ridiculous and needs to be fixed Another thing that is not being addressed by 651Carpets is the torn carpet in the family room, this was in the agreement to have it stretched for us, but when they tried to do it, they tore a hole in the carpetIn my life experiences you do not go into someone's home saying you will fix something and the company you hire wrecks it and just leavesThe offer from 651Carpets to replace the carpet at cost is something we object to because it was not wrecked when they started on itThere are no extra pieces of carpet to use to patch it eitherAt this time and in my opinion the family room carpet should be replaced by 651Carpets when they replace the upstairs carpetIn addition to that mess, where they left the carpets bars off, now there is the tack strip where someone can step on it, which is what my husband did the other night and cut his foot The compensation is not for waiting for the warranty claim to be addressed, but what should have taken days of install turned into over a week of stalls, no material with the first delay coming from incompetent installersAs of today it is now January 31, and they have not completed this project to our satisfaction, which is part of the statement they make in their advertisingIt is for adjusting schedules, moving furniture to get ready only to have the company not show up on the first day to no shows on other daysOur time is just as valuable as the companies and I find this unacceptable that we should have to endure the inconveniences of the inefficiencies of their staff/installersAlso Dave the Director of Operations had told me via e-mail that we would be compensated for the extra help cleaning that we needed to have come in for the dust and mess that was left behind, this also was not part of his discussion when he sent you their statementThe cost of the cleaning persons was $ All we wanted was new flooring and now I wish I never would have had that thought at all to try this company and given our business to someone else, and would never refer anyone to this companyAs far as being in constant contact, this is not true; we have not heard anything for over a week until reading their outlandish statementWhen Brian the QC was here he had told Ron that Dave the Director of Operations would contact us when he returned, which was the past Monday, however still no contact from himWe are asking for fair treatment, to have the defective carpet replaced and replacement carpet in the family room, the strip on the stairs repaired and fair compensation for our inconveniences and time that we were dealing with contractors that were no shows and not calls Any further communications from 651Carpets should be address to my ( [redacted] ) cell phone [redacted] , my husband will be having major surgery starting on Tuesday February 2nd and will not be available by phoneThis was a major factor in our wanting this project completed prior to him having his surgery Final Business Response / [redacted] (4000, 9, 2016/02/08) */ Again, this carpet claim is being processedIf we receive word from the manufacturer that there was a defect in the actual carpet, we will gladly come and replace it As far as the torn carpet issue, that was a repair that was requested by the customer and was an "attempt" to fix an existing issueThis was not even chargedAs with any repair that we do, there are no guaranteesWhen we are working with old and brittle carpet we try to our best to make a "repair", but we cannot take responsibility for dated products that we don't sellAgain, this attempt on the carpet repair was done to help the customer with a previous issueWe offered the customer an "at cost" deal on new carpet as another solution and to take care of the customer once againWe cannot replace the entire room because of a small repair on a landing that couldn't be fixedThis carpet is old and beyond the point of repairWe do chargeable repair orders every day for customers, and they all know that any repair is not guaranteed beyond the craftsmanship of the actual repair being doneGuarantees and warranties only apply to new products If there are any other installation regarded issues (metals) we will gladly take care of themWe have a Quality Control Manager in place for all of these type of concernsOur Director of Operations does not take customer complaint calls, and we believe the customer is confused as to whom she needs to speak with regarding her installation? We are doing everything possible to expedite the claim and to address any issues that the customer hasWe will contact the customer when we have more information on the claimWe are unable to compensate anything when it comes to time invested to complete a projectThis is an unreasonable requestAgain, we are trying to help this customer with everything we can, and we are saddened to see the customer send in any complaints!
I am rejecting this response because: They showed up to finish the carpet install and could not complete the job because the installer did not have the tools to do the jobStory was they were stolen out of his truck2nd trip out there he was able to finally finish the carpet potion of the job and left the entire mess behind! Cleaned up none of his carpet fragments and left it for me to clean up after him! Now I have missed at least full days of work because of this company’s mishaps and now I still have to clean up after them too! Where is my compensation now for dealing with all of he nonsense and now cleaning up there mess? Ridiculous!The check I was assured was mailed out November 20, the installer brought with him almost weeks later.Very, very disappointed with their huge lack of professionalism!!
The granite that was installed was shown to the [redacted] 's prior to installation, and after the installation was complete the job was then walked through and signed off on by *** There is no such thing as "scrap granite" and we would never install any product that was not up to standard Our inventory was never low on the product and we are not sure where the customer is getting such information Again, there is nothing wrong with the installation or product for this project
I am rejecting this response because: The issue still remains of three cabinet trim pieces that I will now need to fix - that they scuffed while putting the granite in (pantry trim piece that they showed me granite was "tight" to fit in there and also the trim piece to the left of the stove that was cut I have pictures of those trim pieces after the cupboards were installed intact and not cut if you want me to provide them They are the only people that would have had access or done anything to those trim pieces I also need a trim piece to cover up the big gaping hole they left to the right of the stove that was not present before So that's trim pieces that I need to match to my cupboards - I expect monetary compensation for those pieces Their allegation that they have called me or left voicemail messages to which I have not responded are unfounded I work from home, my phone is always with me and I even take it out with me when I let my dog out so that I do not miss calls There have been no vmail msgs from anyone at -- I have had this conversation repeatedly with my salesperson from 651, Paul [redacted] , about no one calling me or leaving messages Friday, 12/29/17, Paul relayed to me that Miguel would be at my house pm that day to "look" at my issues pm came and went At 3:30, my doorbell rang and Carlos and Juan were there (from the original crew) with Carlos stating they were there to "raise the one side up." This, after I specifically told Paul that I didn't want any of that crew back in my home I proceeded to tell Carlos that I was expecting Miguel and that they needed to leave my home This, again with no phone call, voicemail or warning - they just showed up at my house I called Paul to ask what was going on and he said it was another miscommunication - would I mind calling Miguel and he proceeded to give me Miguel's phone number I then called Miguel who told me he was "busy" so he sent the other guys This was not okay with me I have not had any phone calls from or vmail messages from I "refused" to let Carlos and Juan into my home because I was expecting Miguel to look at my issues because that was what I had been told by Paul Also, what I failed to mention in my first complaint was that they blew a fuse in my garage, I tried to find the breaker downstairs that was blown, to no avail It turned out to be a GFI but in any event, Carlos told me they were going to have to come in to my home to cut the granite, which they did and which proceeded to dump a BUNCH of dust all over my upstairs from them cutting the granite in my home I had to hire a cleaning person to clean the dust upstairs from that and I paid her $ Her name is Chris [redacted] and I can produce the check I wrote to her to pay for her cleaning services for the dust they created by cutting the granite in my home My salesperson, Paul, was also aware that they did this What I expect in monetary compensation is as follows:$for the cleaning of the granite dust in my upstairs living areas/kitchen$x pieces of trim for 6" x 42" contact filler for on both sides of stove = $66.18$- Tuscany Pantry - the decorative wall piece that they marred - I don't want it just "touched up" because it will not look new as it did before your crew scuffed it up+ shipping and tax on the above piecesmiscellaneous screws, etc$all day labor for my handyman to take out pantry cabinet, other cabinets to re-install and add new trim piecesAbove comes to approximately $1,- I would settle for the $that I am disputing - that will rectify this situation and allow me and closure on this matter.Thank you for your time and assistance, [redacted] ***That will resolve the issue for me if they credit back
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-
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 [redacted] and I went to the warehouse and with Justin found the correct bedroom carpetJustin also explained that his installer was incorrect in telling us that the carpet for the living room was feet short I disagree with Justin's "version" of events but am happy with the final productCase closedThank you!
I did not get the product I asked for...I ordered think grey carpet from carpets and I got thin carpet and that was laid on September 1st I tried contacting the company the day of the install and and left a message sine it was a SaturdayI called again the day after Labor Day and again for the past weeks I left plenty of unanswered voice mails and when I finally got to speak to someone I was promised that the manager would come to look at my carpet We set a date and a time for the manager to stop by and he did not call nor come by and that was Friday the 9-7- I called the following Monday and spoke with Amanda and she promised she would talk to Aaron and have him call me or come by right away I still did not hear from him nor Amanda that day I then called back and spoke to Amanda again and she left me an voice mail stating she would call right back and NEVER did and that was the 10th of September I then stopped payment of the carpet and wait a week and a
We are certainly disappointed that the customer is not fully satisfied with their selection and purchase with our company We have fully installed the product that was signed off on during the time of sale, and we have made sure that the product that was installed matches the work order The customer is wanting a different color of the same style carpet than what was signed off on and paid for at the time of the sale After signing off on the "no cancellation" form we cut and readied the carpet specific for their project We talked with the sales consultant for this project and he said that both colors were mentioned as options, but that the customer ultimately went with the Oxford We have included both the signed sales order slip and signed non-cancellation form Again, we have verified that the customer received exactly what was signed off on, and there are no issues with the installation Our Quality Control Manager has been in contact with the customer a few times, and has even offered a partial refund to try and appease the customer There is no issue or fault from our company, but we do strive to have happy customers Thank you for reviewing this complaint-
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 meThey have sent a repairman to fix the damage done by their installer The repair was satisfactory I, however, take issue with the responsiveness of their customer service and am disappointed it took me filing a claim with Revdex.com for them to resolve the issue
I made an appointment to have carpet installed in a single bedroom through The appointment was made for 8-10am during the week, thus I took a half day from work in order to be here for installation9:rolled around and nobody had called me yetI called and asked if somebody was comingThey responded that they they had me on the schedule for the afternoonThis is even after I called the day before to confirm my AM appointmentThe installers finally showed up after 1pm, which meant I had to miss the second half of work as wellI brought this up with customer service and they said a manager would call me later that dayI never received a call from said manager eitherI DO NOT RECOMMEND CARPETIT IS CHEAP FOR A REASONESPECIALLY NOT RECOMMENDED IF YOU NEED THE WORK TO OCCUR IN A SPECIFIC TIME WINDOWVERY UNRELIABLE
Revdex.com: For the time being, the response from 651Carpets is sufficient, as we finally got a responseHad they contacted us to discuss the claim, we might have known that the process might take up to monthsHad the individual responding to this complaint actually read my complaint, she/he would know that the lack of certainty about when and if a claim was submitted was due to the complete lack of response on the part of 651Carpets, and due to the fact that we were asked to resend images we'd already sentNowhere in my complaint does it state that a claim was NOT submittedMy complaint also states that we were aware of the distinction between INSTALLER and MANUFACTURERAgain, it is and was clear to us who is responsible for the carpet, as opposed to the installationThis is why I'm regarding this complaint as being sufficiently addressedFinally, the claim may not have been unattended, as 651Carpets states in their reply, but there was no way for us to know since no one would respond to our callsIt took a complaint on the Revdex.com website to get someone's attentionThis, and the snide comments made in their response to my complaint are examples of the poor customer service we experiencedWe trust that future communication will improve
on november we had a salesman come to our home so we could pic out some carpet my wife and I decided with the help of the salesman Will [redacted] from 651Carpets Peppercorn was the Carpet we Decided on because it was Dark and wouldn't show the Dirt so we Signed Papers I took my Copies Folded them as we Shook Hands and he said we would be very happy with the peppercorn because it was more plush alsoNovember I came home Early and Seen the installers bringing in a Roll of Carpeting I Stopped him and said that he was installing the Wrong CarpetingThe installer showed me his paper work and when I found mine it said the same thing OxfordI called the salesman Will [redacted] and asked him if he recalled the Carpeting we Decided on he Say's to me wasn't it Peppercorn yes that's what we decided on but you wrote the wrong name on the paper work so he told me to call 651Carpets so I did the Product manager told me to let the installers install the rest of it and they would
This issue has been resolvedThe 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
This vendor was not professional to work withWe had jobs for them to completeThey used subs for all and the subs showed up confused on the job structureWe had to provide sub with a ladder, tools and a shop vac (for a carpet install!)The job was quoted to be 5-hours by different schedulers and they took hours, in a vacant propertyOn a different job, the carpet install was scheduled and confirmed only to receive a call the day of the install (one I took off work for) to hear they didn't know where the carpet was and couldn't do the install that dayAmanda attempted to make it right on the first issue, but once the second issue came up, she's been unreachableI call the office and sit on hold, or get rolled to a dispatch center where they have no idea what's going onI would NOT recommend this company for any workCan't believe they bothered to join the Revdex.com when they deliver such terrible service experience!
I had new countertops installed Oct8, 2018, and I’m still dealing with an issue with the companyFirst, they made a mistake on our original price quote, and then I was originally told they would be installed on Sep 26, but that day came, and no one showed upWhen I called that morning, I was told someone should have called me to reschedule because our piece wasn’t even in yetI took the day off of work for nothing, and when I called several times to discuss this matter, I was told I would be compensated with $off our billIt is now Jan 8, 2019, and I still have not received anythingAnd whenever I call to talk to the customer service rep, she is conveniently on the phone or not in yet, and never calls me backVery poor customer service, and I would not recommend them to anyone
We ordered carpeting from CarpetsWe gave them dollarsWe signed their contractWe looked into the quality of the carpeting and wanted to upgrade.We were told ourcarpet was already cut and could not do that even though we were scheduled weeks laterI have never heard of a company that won't let you spend more moneyWe decided to get the carpet we orderedWe were scheduled for May 5thWe were contacted May 4th and were told they had a flood in the warehouse and we would have to reorder the carpetI then was told I could get a different carpet if I wanted it installed that weekendI found that strange if all the carpet was damagedI told Max I would call my husband and check with himMax then left me a message that they had found s roll and it was was what we ordered.They came out to install the next dayIt was not the carpet we orderedI have read at least complaints against this business very similar to mineI have been so upset with the treatment we hav
Granite counters were installedThe installers did an excellent jobIt was a little rainy so they setup their saw in the driveway even though they were informed they could setup in the garageCarpet installedLooked greatVynal plank flooring installedLooked ok when all was done, but was not a professional jobThey set up their saw inside the house and made all their cuts insideYou can imagine all the sawdust that spread throughout the house! The flooring was laid right over the sawdust on the floorWhen it came time to reinstall the trim the person pulled all the nails out and dropped them in the newly installed carpetWhen he left we spent hours picking nails out of the carpet and cleaning the entire house from all the dust that spread throughoutWord to the wiseIf someone brings a saw in your house kindly help them carry it outside were they should be making their cuts
We are very pleased with our experience with 651Carpets! Our sales person did a great job providing us with lots of optionsOur capet was installed todayWe love itThe installers did a great job too!! The price and service all the way around was exactly what we hoped forCan't wait to get our new countertops now
It took over months from quote to finish and still no itemized billThe operations manager Dave was about as rude as they comeThe sales rep quoted me $and was going to send me something the next day in writing as he knew this was a insurance claim QuoteI asked to have the owner call me several times but that never happenedThe poor young subcontractor pulls up In a big white unmarked truck and I had to explain what he needed to doAnd on top of that the quarter round was wrong so they had to have a carpet guy come out with his tools to finish the job and use a hot glue gunI couldn't believe it! I asked why and the contractor said tells us to make it workI can't believe there isn't more complaints on this awful business!
Initial Business Response / [redacted] (1000, 5, 2016/01/27) */ We at Carpets are sorry to hear that the customer is not fully satisfiedWe have remedied any problems that arose in a timely manner, and have been in constant contact with the homeowners to resolve any issues The original LVT floor that was in question had been inspected by our quality control supervisor, and he determined that we would replace the floor free of charge to the customer due to the imperfections in the floorThis shows that Carpets stands behind our productsAt this time, the quality control supervisor also addressed a minor scratch on the kitchen cabinet that occurred during tear outThe homeowner told our quality control supervisor that the cabinet was a non-issue and that he would paint it himself(We would gladly fix the cabinet if the homeowners choose to have our professional come out?) We had a different professional installer come out to replace the entire floor to the customer's satisfaction The carpet that is in question has also been inspected by our quality control supervisor, and it was determined that there was no actual issue with the product or installationThe customer insists that there are "lines" in the carpet, but all that we could see to the naked eye (and in photos) were possible vacuum lines? This is normal, and not a product fault nor an installation issueIf there was any visible defect or problem with the carpet, we would have no problem replacing it immediatelyAt the customer's request we have filed a claim with the manufacturer to see if they can help? The claim process can take 8+ weeks to get an approval or denialThis is a timeframe and procedure for any company with a product claimWe always try to expedite the process as much as possible, but we are at the mercy of the mill when it comes to these claimsIn most cases the mill will have an independent inspector come out to evaluate the product and install, and then they process the information to the claim departmentAgain, we have made this claim with the manufacturer and are awaiting the report Unfortunately, we cannot comply with the demands requested by the customerWe have addressed all installation related issues and we have filed a claim with the manufacturer for the productIf the claim is approved by the manufacturer we will gladly replace it at no charge to the customerWe also can not compensate the requested amount asked by the customer for time spent waitingit takes time to make repairs and order new productThis is an unreasonable request We have thousands of happy customers each year, and we want the best for all of our customers! We have tried to help this particular customer as much as possibleIt is always saddening to see a disgruntled customer after we have made numerous efforts to rectify the situationWe will send over the claim report as soon as we have word from the manufacturerPlease be patient as this process does take time Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) January 31, At this time there is still a problem with the carpet, the installers that were in our home also agreed with us as to the lines that are in the carpet and they are not vacuum lines, even the quality control supervisor responded after looking at the carpet that it was not but he had no idea of what the lines wereMaybe the company should check with them as wellWhen 651Carpets says it is vacuum marks, those would be straight lines up the hallway, they hallway is too narrow to go back and forth that is the way the lines are, across not up and downWe have tested with the vacuum cleaner because we also thought that, but the lines are within the carpet and not from outside factorsWe also tried someone else's vacuum to test to make sure it was not our vacuum and had the same results with the lines in the carpetThey do not go awayWhat we want is the carpet replaced with non-defective carpet, without the lines going through itMy question is the carpet that was sold to us, seconds? Also where the metal strip was placed to separate the foyer flooring from the carpet on the stairs, when the bar was put on it the installers have left carpet sticking out of it and it looks like we have a carpet ruffle on the stairsIT looks ridiculous and needs to be fixed Another thing that is not being addressed by 651Carpets is the torn carpet in the family room, this was in the agreement to have it stretched for us, but when they tried to do it, they tore a hole in the carpetIn my life experiences you do not go into someone's home saying you will fix something and the company you hire wrecks it and just leavesThe offer from 651Carpets to replace the carpet at cost is something we object to because it was not wrecked when they started on itThere are no extra pieces of carpet to use to patch it eitherAt this time and in my opinion the family room carpet should be replaced by 651Carpets when they replace the upstairs carpetIn addition to that mess, where they left the carpets bars off, now there is the tack strip where someone can step on it, which is what my husband did the other night and cut his foot The compensation is not for waiting for the warranty claim to be addressed, but what should have taken days of install turned into over a week of stalls, no material with the first delay coming from incompetent installersAs of today it is now January 31, and they have not completed this project to our satisfaction, which is part of the statement they make in their advertisingIt is for adjusting schedules, moving furniture to get ready only to have the company not show up on the first day to no shows on other daysOur time is just as valuable as the companies and I find this unacceptable that we should have to endure the inconveniences of the inefficiencies of their staff/installersAlso Dave the Director of Operations had told me via e-mail that we would be compensated for the extra help cleaning that we needed to have come in for the dust and mess that was left behind, this also was not part of his discussion when he sent you their statementThe cost of the cleaning persons was $ All we wanted was new flooring and now I wish I never would have had that thought at all to try this company and given our business to someone else, and would never refer anyone to this companyAs far as being in constant contact, this is not true; we have not heard anything for over a week until reading their outlandish statementWhen Brian the QC was here he had told Ron that Dave the Director of Operations would contact us when he returned, which was the past Monday, however still no contact from himWe are asking for fair treatment, to have the defective carpet replaced and replacement carpet in the family room, the strip on the stairs repaired and fair compensation for our inconveniences and time that we were dealing with contractors that were no shows and not calls Any further communications from 651Carpets should be address to my ( [redacted] ) cell phone [redacted] , my husband will be having major surgery starting on Tuesday February 2nd and will not be available by phoneThis was a major factor in our wanting this project completed prior to him having his surgery Final Business Response / [redacted] (4000, 9, 2016/02/08) */ Again, this carpet claim is being processedIf we receive word from the manufacturer that there was a defect in the actual carpet, we will gladly come and replace it As far as the torn carpet issue, that was a repair that was requested by the customer and was an "attempt" to fix an existing issueThis was not even chargedAs with any repair that we do, there are no guaranteesWhen we are working with old and brittle carpet we try to our best to make a "repair", but we cannot take responsibility for dated products that we don't sellAgain, this attempt on the carpet repair was done to help the customer with a previous issueWe offered the customer an "at cost" deal on new carpet as another solution and to take care of the customer once againWe cannot replace the entire room because of a small repair on a landing that couldn't be fixedThis carpet is old and beyond the point of repairWe do chargeable repair orders every day for customers, and they all know that any repair is not guaranteed beyond the craftsmanship of the actual repair being doneGuarantees and warranties only apply to new products If there are any other installation regarded issues (metals) we will gladly take care of themWe have a Quality Control Manager in place for all of these type of concernsOur Director of Operations does not take customer complaint calls, and we believe the customer is confused as to whom she needs to speak with regarding her installation? We are doing everything possible to expedite the claim and to address any issues that the customer hasWe will contact the customer when we have more information on the claimWe are unable to compensate anything when it comes to time invested to complete a projectThis is an unreasonable requestAgain, we are trying to help this customer with everything we can, and we are saddened to see the customer send in any complaints!
I am rejecting this response because: They showed up to finish the carpet install and could not complete the job because the installer did not have the tools to do the jobStory was they were stolen out of his truck2nd trip out there he was able to finally finish the carpet potion of the job and left the entire mess behind! Cleaned up none of his carpet fragments and left it for me to clean up after him! Now I have missed at least full days of work because of this company’s mishaps and now I still have to clean up after them too! Where is my compensation now for dealing with all of he nonsense and now cleaning up there mess? Ridiculous!The check I was assured was mailed out November 20, the installer brought with him almost weeks later.Very, very disappointed with their huge lack of professionalism!!
The granite that was installed was shown to the [redacted] 's prior to installation, and after the installation was complete the job was then walked through and signed off on by *** There is no such thing as "scrap granite" and we would never install any product that was not up to standard Our inventory was never low on the product and we are not sure where the customer is getting such information Again, there is nothing wrong with the installation or product for this project
I am rejecting this response because: The issue still remains of three cabinet trim pieces that I will now need to fix - that they scuffed while putting the granite in (pantry trim piece that they showed me granite was "tight" to fit in there and also the trim piece to the left of the stove that was cut I have pictures of those trim pieces after the cupboards were installed intact and not cut if you want me to provide them They are the only people that would have had access or done anything to those trim pieces I also need a trim piece to cover up the big gaping hole they left to the right of the stove that was not present before So that's trim pieces that I need to match to my cupboards - I expect monetary compensation for those pieces Their allegation that they have called me or left voicemail messages to which I have not responded are unfounded I work from home, my phone is always with me and I even take it out with me when I let my dog out so that I do not miss calls There have been no vmail msgs from anyone at -- I have had this conversation repeatedly with my salesperson from 651, Paul [redacted] , about no one calling me or leaving messages Friday, 12/29/17, Paul relayed to me that Miguel would be at my house pm that day to "look" at my issues pm came and went At 3:30, my doorbell rang and Carlos and Juan were there (from the original crew) with Carlos stating they were there to "raise the one side up." This, after I specifically told Paul that I didn't want any of that crew back in my home I proceeded to tell Carlos that I was expecting Miguel and that they needed to leave my home This, again with no phone call, voicemail or warning - they just showed up at my house I called Paul to ask what was going on and he said it was another miscommunication - would I mind calling Miguel and he proceeded to give me Miguel's phone number I then called Miguel who told me he was "busy" so he sent the other guys This was not okay with me I have not had any phone calls from or vmail messages from I "refused" to let Carlos and Juan into my home because I was expecting Miguel to look at my issues because that was what I had been told by Paul Also, what I failed to mention in my first complaint was that they blew a fuse in my garage, I tried to find the breaker downstairs that was blown, to no avail It turned out to be a GFI but in any event, Carlos told me they were going to have to come in to my home to cut the granite, which they did and which proceeded to dump a BUNCH of dust all over my upstairs from them cutting the granite in my home I had to hire a cleaning person to clean the dust upstairs from that and I paid her $ Her name is Chris [redacted] and I can produce the check I wrote to her to pay for her cleaning services for the dust they created by cutting the granite in my home My salesperson, Paul, was also aware that they did this What I expect in monetary compensation is as follows:$for the cleaning of the granite dust in my upstairs living areas/kitchen$x pieces of trim for 6" x 42" contact filler for on both sides of stove = $66.18$- Tuscany Pantry - the decorative wall piece that they marred - I don't want it just "touched up" because it will not look new as it did before your crew scuffed it up+ shipping and tax on the above piecesmiscellaneous screws, etc$all day labor for my handyman to take out pantry cabinet, other cabinets to re-install and add new trim piecesAbove comes to approximately $1,- I would settle for the $that I am disputing - that will rectify this situation and allow me and closure on this matter.Thank you for your time and assistance, [redacted] ***That will resolve the issue for me if they credit back
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-
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 [redacted] and I went to the warehouse and with Justin found the correct bedroom carpetJustin also explained that his installer was incorrect in telling us that the carpet for the living room was feet short I disagree with Justin's "version" of events but am happy with the final productCase closedThank you!
I did not get the product I asked for...I ordered think grey carpet from carpets and I got thin carpet and that was laid on September 1st I tried contacting the company the day of the install and and left a message sine it was a SaturdayI called again the day after Labor Day and again for the past weeks I left plenty of unanswered voice mails and when I finally got to speak to someone I was promised that the manager would come to look at my carpet We set a date and a time for the manager to stop by and he did not call nor come by and that was Friday the 9-7- I called the following Monday and spoke with Amanda and she promised she would talk to Aaron and have him call me or come by right away I still did not hear from him nor Amanda that day I then called back and spoke to Amanda again and she left me an voice mail stating she would call right back and NEVER did and that was the 10th of September I then stopped payment of the carpet and wait a week and a