The company installed scrap granite without our knowledgeWhen we complained, it was acknowledged that they did this due to an inventory shortage (not disclosed when we paid) and that their installers were supposed to allow us to see the slabs before they put them in (they did not)Now, we have mismatched granite in our kitchen and instead of rectifying the problem, their management suggested we change the lighting in our homeThey also told us that if we had an island in our kitchen (instead of a peninsula), we would not be able to tell the difference as muchNot only did the company knowingly do a horrible job, they treated us first with aggression (coming to our home and pacing, raised voices, etc.) and then with dismissiveness (lying that phone calls had been made, ignoring emails and requests for calls) after they realized we had a valid complaint If I could select two things in the "nature of complaint," I would have also selected customer service because on top of feeling
Initial Business Response / [redacted] (1000, 5, 2014/12/15) */ We are sorry to hear that you believe this is an issue651-Carpets advertises many different promotions and sales, and we honor all of them fullyWe do not however combine any offers or promotionsIt is clearly worded on our website saying either "not valid with any other offers" or "exclusions apply"We are sorry if the radio ad that was heard came accross in the wrong way, as we work diligently to make sure all of our ads are accurate When this issue was brought to the attention of the owner, he did talk with the customer and agree to give him both offers ($700) off of his price matched estimate to make the customer happyThe problem then arose when the customer would not provide the salesman or owner an estimate from a accredited retailer on official letterheadThis is the procedure that we follow for all price matches that we do here at 651-CarpetsFor obvious reasons we can not take a customers word on an estimate or honor hand written estimates from non-retailers The other problem with the customer's job and estimate was that he wanted to use an old piece of carpet that he had to place in the basementWe never install product that we do not sell! This would be a huge liability if something were to go wrong, and 651-Carpets is unable to fulfill any such requestsThe owner explained this to the customer in the best way possible All in all, we are confused why these negative comments were made and posted when we have made every effort possible to satisfy the customer? We will still honor the $discount (which is above and beyond what is normally done), but we need to have the official estimate from another retailerWe are also unable to install any used product that is not purchased from 651-CarpetsThis is our company policy and it will not change We hope this can be resolved in a timely manner, and we hope the best for the customer if he decides to go a different direction Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/12/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) The facts as they have been outlined by the business did not take place and the offer to honor the ad was deniedThere was never any mention or direction given in the ad to visit a web site I did in fact show the Salesman the written offer I had from a competitor, and the best he would do is go $less In my conversation with the owner, he infact invalidated the written quote I had stating that it was not from a Big Box, Brick and Mortar storeHe would not honor any quote from anyone else if they did not have a store Conditions that were not outlined in the ad as for the additional work for carpet I do have, he originally told the salesman he would do it but then totally denied saying that in my phone conversation with him Ironically it was his company that was reluctant to leave a bid and the saleman just wrote the final price on the back of his business card His confusion only comes from the fact that his story has changed as well as his ad Final Business Response / [redacted] (4000, 9, 2015/01/09) */ As stated above in the business response, we are happy to match the pricing from other retailers and "brick & mortar" stores as long as it remains within the criteria of our price match policy for our companyThese details are on our website for reviewIt is impossible to state all of these details and exclusions on the brief radio ads that we placeAny customer can refer to our website, call our office, or get details from a salesman at the time of their estimate Also, unfortunetly we are never able to install used materials for any customerThat is company policy here at 651-Carpets, and we can not waver from that everThere are far too many liabilities that are associated with installing product that we do not sell We hope that the customer is satisfied with this explanation and the policies that we have here at 651-Carpets? We would love to help them out in any way possible in the future
Very Very Bad CompanyI hired carpets to do two jobs in my homeInstall granite counter tops and luxury vinyl flooringWhen the salesman comes to your home he will push to do the free financing, DON'T DO IT! you will have no leverage at this pointI did it because I didn't want to pay the guy half down at the timeThe other clue this is a bad company they make you deal with the installation of everything you want to have doneOnce the salesman makes the sale, he will never help you againEveryone you talk to at this company will lie to youI can't even tell you how many lie's I was toldThey ran out of my floor, they told me they would be back in the morning to finishCome to find out they all knew they had to order more flooring from the Mfg and I didn't get my floor done until two weeks laterThey left my floors unfinished, appliances in the middle of my living room nails sticking up from the floor, because I had a real wood floor they tore outThey left my trim molding outside, in the garage, down the basementWhen I called them the next day they told me they would be out later that day, knowing full well they didn't have the floorWhen they finally did get the floor in, they sent one person to finish who had no idea what went whereSo they had to get the original crew to come back the next day to finishI can't express enough, Very Very Bad Company!
We are sorry for any confusion that happened, but this "issue" has been fully resolved with the customerThere was a mwith the product that the customer ordered vswhat the customer wanted, but Justin worked with the customer to resolve it The desired product was installed fully to the satisfaction of the customer We would hope that this complaint would not even be posted since there was never really any problem-
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 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 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 $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 givenWe have also attached the post install checklist and completion sign off form that the customer signed for review-
The thinnest granite countertops I have every seen! So disappointed What a waste of money Do you research on granite before you buy The sample I saw that I picked from was thicker than the countertops installed!
Unfortunately we would not be able to offer any type of compensation, but we certainly will address and complete any other issues there is or may bePlease let us know if there are any other issues after your final appointment that is scheduled with the quality control manager Thanks again for your business-
651carpets installed carpet in my basement on 10/13/& it was not to our satisfaction We were told the install was scheduled for 8-on 10/13, my husband took time off work to be there when for the installation but they didn't show up until 5PM I called at 4PM & spoke to a employee Max who was placing the blame on the sales rep who gave me the estimate He was rude & unprofessional and basically said they were coming & had until 8PM to get there Our bid included charges of $per room (2) to have our furniture moved but we ended up doing it ourselves as this install was delayed over hours When I contacted the sales rep for an adjustment he told me he only charged me for one room Today I was told that they never charged us?! The carpet in the bedroom has a seam 6" into the room along the entry way rather than the back of the room where no one walks When I asked the installer about this he stated he wouldn't have the seam there but said it
Recently had granite countertops installed in our kitchen The install team did a great job, clean, fast and it looks great! I would recommend them to anyone! (I was also very happy with the price)
Carpets has been a wonderful experience for usWe had a great sales rep in Aaron and the process was smooth and the pricing was the best in townIn the last few years our family has had carpet installed in different homes and we keep passing on the good wordThis is the one call you need to make for your flooring needs
The company set up an appointment for installThey canceled the night before due to van issuesThe next available date I could do was about a month laterI receive a call again, the day before, and now they don't have any product left to installNot a great business to work withThe representative from the company continued to tell me how this is just how their business is operatedThis is now the second time and my house has been packed up since the first date since stuff has to be moved for the installI asked for a refund and they said they will not do thatI will never purchase from this company again
I had countertops installed by 651carpets and asked to view the product prior to installation But before I had the chance to view the product, the installers were ripping out my old countertops I was told that the countertops had already been customized and since I had already paid that was what I was getting
We at Carpets have been in contact with the customer and have been unable to meet with her to make any needed repairs We have even had installers go to the address to see if there was anyone available since we have not been able to contact via phone or text as of late Our quality control manager has called and text the customer numerous times within the past few days as well to try and resolve this complaint Again, we would love to help the customer outbut we are unable to without any communication
I am rejecting this response because:Will came out on MondayWe paid the balance on MondayThe receipt is attached to an email the the Revdex.com representativeYet, we continued to get harassing messages and calls from the company since Monday to pay our bill or else face a lien on our mortgage or be sent to collectionsThe company is awful with which to work and very threatening Please make sure others know how abusive the company is towards customers after the get you to sign a contractI can't believe they have a good Revdex.com rating
651carpets is the only place I'll ever get carpeting from in the futureI can't even explain how satisfied I amAmazing staff, friendly installers, very quickAbsolutely love this place!
carpets was out yesterday to install carpeting and laminate in my homeCouldn't be happier with the resultsEmployees were prompt, courteous, and efficientEverything looks great
We are sorry to hear that the customer did not feel that they were taken care ofWe 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 homeThe 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 customerItem #reads, "There will be nicks/and or scratches on walls and baseboards should the existing baseboards be left o during installationPlease be prepared to do touch up work once the installation is completeNeither 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 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 happyThat 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 forWe will use this as written proof of cancellation We hope we can help you in the future
We are terribly sorry to hear that the customer is unhappy with the claim process While we do try our best to get claims handled in a timely fashion, they can take up to months to fully process Again, these are submitted to the manufacturer and the ultimate decision on approval is through them We offer a lifetime INSTALLATION warranty for our labor work done by 651Carpets, but product warranties are out of our hands This claim was submitted when the customer was in touch with our Quality Control Manager, but the claim department then requested pictures and more information in order to process it fully We had a data entry worker employed with us briefly that was also in contact with the customer and was gathering information Unfortunately, the employee is no longer with us, but the claim has never been unattended There was nothing more that we could do to expedite the claim with the manufacturer and we had no news for the customer Our Quality Control Manager is the manager that would be taking any calls regarding this claim We are sorry if he has not followed up with the customer more often, and for this we apologizeAfter receiving this complaint we have contacted the manufacturer to find out that there is an inspection already scheduled with the customer We are confused as to why the customer is saying that the claim is not being processed? We will wait for the inspector to go out to the home and send the report back for approval or denial on the claim At this point we will contact the customer with the results
The company installed scrap granite without our knowledgeWhen we complained, it was acknowledged that they did this due to an inventory shortage (not disclosed when we paid) and that their installers were supposed to allow us to see the slabs before they put them in (they did not)Now, we have mismatched granite in our kitchen and instead of rectifying the problem, their management suggested we change the lighting in our homeThey also told us that if we had an island in our kitchen (instead of a peninsula), we would not be able to tell the difference as muchNot only did the company knowingly do a horrible job, they treated us first with aggression (coming to our home and pacing, raised voices, etc.) and then with dismissiveness (lying that phone calls had been made, ignoring emails and requests for calls) after they realized we had a valid complaint If I could select two things in the "nature of complaint," I would have also selected customer service because on top of feeling
Amazing, consciences, polite installers! Salesman was not pushy, just did an all around great job!
Initial Business Response / [redacted] (1000, 5, 2014/12/15) */ We are sorry to hear that you believe this is an issue651-Carpets advertises many different promotions and sales, and we honor all of them fullyWe do not however combine any offers or promotionsIt is clearly worded on our website saying either "not valid with any other offers" or "exclusions apply"We are sorry if the radio ad that was heard came accross in the wrong way, as we work diligently to make sure all of our ads are accurate When this issue was brought to the attention of the owner, he did talk with the customer and agree to give him both offers ($700) off of his price matched estimate to make the customer happyThe problem then arose when the customer would not provide the salesman or owner an estimate from a accredited retailer on official letterheadThis is the procedure that we follow for all price matches that we do here at 651-CarpetsFor obvious reasons we can not take a customers word on an estimate or honor hand written estimates from non-retailers The other problem with the customer's job and estimate was that he wanted to use an old piece of carpet that he had to place in the basementWe never install product that we do not sell! This would be a huge liability if something were to go wrong, and 651-Carpets is unable to fulfill any such requestsThe owner explained this to the customer in the best way possible All in all, we are confused why these negative comments were made and posted when we have made every effort possible to satisfy the customer? We will still honor the $discount (which is above and beyond what is normally done), but we need to have the official estimate from another retailerWe are also unable to install any used product that is not purchased from 651-CarpetsThis is our company policy and it will not change We hope this can be resolved in a timely manner, and we hope the best for the customer if he decides to go a different direction Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/12/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) The facts as they have been outlined by the business did not take place and the offer to honor the ad was deniedThere was never any mention or direction given in the ad to visit a web site I did in fact show the Salesman the written offer I had from a competitor, and the best he would do is go $less In my conversation with the owner, he infact invalidated the written quote I had stating that it was not from a Big Box, Brick and Mortar storeHe would not honor any quote from anyone else if they did not have a store Conditions that were not outlined in the ad as for the additional work for carpet I do have, he originally told the salesman he would do it but then totally denied saying that in my phone conversation with him Ironically it was his company that was reluctant to leave a bid and the saleman just wrote the final price on the back of his business card His confusion only comes from the fact that his story has changed as well as his ad Final Business Response / [redacted] (4000, 9, 2015/01/09) */ As stated above in the business response, we are happy to match the pricing from other retailers and "brick & mortar" stores as long as it remains within the criteria of our price match policy for our companyThese details are on our website for reviewIt is impossible to state all of these details and exclusions on the brief radio ads that we placeAny customer can refer to our website, call our office, or get details from a salesman at the time of their estimate Also, unfortunetly we are never able to install used materials for any customerThat is company policy here at 651-Carpets, and we can not waver from that everThere are far too many liabilities that are associated with installing product that we do not sell We hope that the customer is satisfied with this explanation and the policies that we have here at 651-Carpets? We would love to help them out in any way possible in the future
Very Very Bad CompanyI hired carpets to do two jobs in my homeInstall granite counter tops and luxury vinyl flooringWhen the salesman comes to your home he will push to do the free financing, DON'T DO IT! you will have no leverage at this pointI did it because I didn't want to pay the guy half down at the timeThe other clue this is a bad company they make you deal with the installation of everything you want to have doneOnce the salesman makes the sale, he will never help you againEveryone you talk to at this company will lie to youI can't even tell you how many lie's I was toldThey ran out of my floor, they told me they would be back in the morning to finishCome to find out they all knew they had to order more flooring from the Mfg and I didn't get my floor done until two weeks laterThey left my floors unfinished, appliances in the middle of my living room nails sticking up from the floor, because I had a real wood floor they tore outThey left my trim molding outside, in the garage, down the basementWhen I called them the next day they told me they would be out later that day, knowing full well they didn't have the floorWhen they finally did get the floor in, they sent one person to finish who had no idea what went whereSo they had to get the original crew to come back the next day to finishI can't express enough, Very Very Bad Company!
We are sorry for any confusion that happened, but this "issue" has been fully resolved with the customerThere was a mwith the product that the customer ordered vswhat the customer wanted, but Justin worked with the customer to resolve it The desired product was installed fully to the satisfaction of the customer We would hope that this complaint would not even be posted since there was never really any problem-
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 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 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 $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 givenWe have also attached the post install checklist and completion sign off form that the customer signed for review-
The thinnest granite countertops I have every seen! So disappointed What a waste of money Do you research on granite before you buy The sample I saw that I picked from was thicker than the countertops installed!
Unfortunately we would not be able to offer any type of compensation, but we certainly will address and complete any other issues there is or may bePlease let us know if there are any other issues after your final appointment that is scheduled with the quality control manager Thanks again for your business-
651carpets installed carpet in my basement on 10/13/& it was not to our satisfaction We were told the install was scheduled for 8-on 10/13, my husband took time off work to be there when for the installation but they didn't show up until 5PM I called at 4PM & spoke to a employee Max who was placing the blame on the sales rep who gave me the estimate He was rude & unprofessional and basically said they were coming & had until 8PM to get there Our bid included charges of $per room (2) to have our furniture moved but we ended up doing it ourselves as this install was delayed over hours When I contacted the sales rep for an adjustment he told me he only charged me for one room Today I was told that they never charged us?! The carpet in the bedroom has a seam 6" into the room along the entry way rather than the back of the room where no one walks When I asked the installer about this he stated he wouldn't have the seam there but said it
Recently had granite countertops installed in our kitchen The install team did a great job, clean, fast and it looks great! I would recommend them to anyone! (I was also very happy with the price)
Carpets has been a wonderful experience for usWe had a great sales rep in Aaron and the process was smooth and the pricing was the best in townIn the last few years our family has had carpet installed in different homes and we keep passing on the good wordThis is the one call you need to make for your flooring needs
The company set up an appointment for installThey canceled the night before due to van issuesThe next available date I could do was about a month laterI receive a call again, the day before, and now they don't have any product left to installNot a great business to work withThe representative from the company continued to tell me how this is just how their business is operatedThis is now the second time and my house has been packed up since the first date since stuff has to be moved for the installI asked for a refund and they said they will not do thatI will never purchase from this company again
I had countertops installed by 651carpets and asked to view the product prior to installation But before I had the chance to view the product, the installers were ripping out my old countertops I was told that the countertops had already been customized and since I had already paid that was what I was getting
We at Carpets have been in contact with the customer and have been unable to meet with her to make any needed repairs We have even had installers go to the address to see if there was anyone available since we have not been able to contact via phone or text as of late Our quality control manager has called and text the customer numerous times within the past few days as well to try and resolve this complaint Again, we would love to help the customer outbut we are unable to without any communication
I am rejecting this response because:Will came out on MondayWe paid the balance on MondayThe receipt is attached to an email the the Revdex.com representativeYet, we continued to get harassing messages and calls from the company since Monday to pay our bill or else face a lien on our mortgage or be sent to collectionsThe company is awful with which to work and very threatening Please make sure others know how abusive the company is towards customers after the get you to sign a contractI can't believe they have a good Revdex.com rating
651carpets is the only place I'll ever get carpeting from in the futureI can't even explain how satisfied I amAmazing staff, friendly installers, very quickAbsolutely love this place!
carpets was out yesterday to install carpeting and laminate in my homeCouldn't be happier with the resultsEmployees were prompt, courteous, and efficientEverything looks great
We are sorry to hear that the customer did not feel that they were taken care ofWe 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 homeThe 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 customerItem #reads, "There will be nicks/and or scratches on walls and baseboards should the existing baseboards be left o during installationPlease be prepared to do touch up work once the installation is completeNeither 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 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 happyThat 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 forWe will use this as written proof of cancellation We hope we can help you in the future
We are terribly sorry to hear that the customer is unhappy with the claim process While we do try our best to get claims handled in a timely fashion, they can take up to months to fully process Again, these are submitted to the manufacturer and the ultimate decision on approval is through them We offer a lifetime INSTALLATION warranty for our labor work done by 651Carpets, but product warranties are out of our hands This claim was submitted when the customer was in touch with our Quality Control Manager, but the claim department then requested pictures and more information in order to process it fully We had a data entry worker employed with us briefly that was also in contact with the customer and was gathering information Unfortunately, the employee is no longer with us, but the claim has never been unattended There was nothing more that we could do to expedite the claim with the manufacturer and we had no news for the customer Our Quality Control Manager is the manager that would be taking any calls regarding this claim We are sorry if he has not followed up with the customer more often, and for this we apologizeAfter receiving this complaint we have contacted the manufacturer to find out that there is an inspection already scheduled with the customer We are confused as to why the customer is saying that the claim is not being processed? We will wait for the inspector to go out to the home and send the report back for approval or denial on the claim At this point we will contact the customer with the results