Initial Business Response / [redacted] (1000, 5, 2016/02/11) */ We take repair issues very seriously at our company and that is why we have done everything possible to remedy this situationWe have been in constant contact with the customer throughout the entire processWe had our Quality Control Supervisor out at the jobsite to address the installation issues, and it was determined that there were some imperfections in the installation so we would replace the entire installed floor at no chargeWe were certainly sorry for any inconvenience this may have caused with having another crew come out, but we wanted the customer to have the job done correctly and to his satisfactionThe entire floor was redone and the customer was happy with the new product We then received another call about a "cracked tile" in the homeWe had our Quality Control Supervisor go back out to look at the issue and take pictures (attached)He brought the information back to our office and it was determined that the hairline fracture in the tile was not any fault of the installers that Carpets had out, but rather an improperly installed tile floor from a previous company/workerThis information was relayed to the customer, and he did not agreeWhile we try our hardest to make our customers happy, we cannot take responsibility for issues that were underlying before our work was startedAs an attempt to intimidate us we were told numerous times that he was a police officer, and demanded we come out again to have another look at his issue, and we compliedOur Director of Operations and Owner met at the customer's home, and again looked at the cracked tileThe customer became heated and combative when it was again determined that the minor hairline crack in the tile was not created by our companyTo help the customer out Carpets offered to try to match the tile up to see if a repair could be made out of good faithWe were trying to calm the customer down and to show that we do care about our customersThe customer was not interested in letting the owner take a piece of tile to match upWith only a picture to go off of, the company still spent hours looking for a matching tileUnfortunately, nothing could be found that would be an exact match (the product is years old)The owner then spoke to the customer and let him know that any repair that might have been an option to help the customer out could not be done without a matching tileAfter another discussion with the customer the owner gave him yet another offer to help with the issuethat again was never our faultThe customer was offered a credit to go towards the installation of a new floorThe customer agreed to this credit and then wanted to have no restrictions or terms on the creditOur voucher was valid to help the customer with the "issue" that he was frustrated with and only for his new kitchen floorDates and terms on the voucher were nothing out of the ordinary, but the customer then refused the kind gesture of a credit voucherWe have gone above and beyond to satisfy this customer, but he is being very unreasonable and unrulyAgain, we have made all repairs that were associated with his installation from CarpetsThe cracked tile has nothing to do with our company and the customer wanting a whole new floor is outrageous! Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/02/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) Let me start out by saying whom ever wrote this response better check their factsThey stated they sent out their quality control supervisor (Brian I am assuming) and they fixed the issues with the floor at no chargeThis is a mute pointThe floor was improperly installed in the first place and a charge ever should have even been a thoughtWhat they failed to include is the number of attempts I had to make and the arguments that took place over trying to get this installed properly to begin withI am not disputing the fact that I am happy with the finished productBut they make it sound like this was flawlessCustomer not happyfloor replaced end of storyThis was not the case by far Brian (Quality Control) did come back out and look at the tileThey are claiming Brian determine it was not their fault the crack was put into the tilesI would say they should have a talk with Brian and make sure he told them what he informed me over a recorded phone callBrian stated the issue was theirs to fix and repair but Dave was not wanting to spend any more money because they were already out $9,on this job They claim the floor was improperly installed by the original installerBut yet it took years and a contractor to hit it with a hammer and a crowbar to get it to crackThey claim I attempted to intimidate them with the fact I was a police officerWell again perhaps they should check their factsIn the great State of Minnesota the law allows for a one party consent soAs per the audio recording, I was told I could not prove this damage was doneI informed them as a police officer for years it has been my job to document things and I have a number of photos that I would be able to prove differentlyNot once did I use that as an intimidation factorI have not been in law enforcement for over two years They then claim I became combative???? Again someone should check their factsAs per my in home security system that records not only video but audio shows a different storyIn fact you can clearly hear Brett raise his tone of voice and start barking out rules "number you will not raise your voice at me" and so on and so forth to the point I told Brett and Dave to get outside as my wife, who works nights, was trying to sleepThere is when we step out on to the front entry way under another camera that records the remainder of the visitFar different from what they are claiming They then go on to say that I was was offered a creditI wasbut they say that I wanted no restrictions placed on this creditNot only do I have the recorded phone call with Brett but I also have emails between Brett's legal counsel that are different from what they are claimingI sent over an agreement because I knew if they did give me the credit there was nothing saying they could not revoke it after any short amount of timeI told Brett if he wanted anything different to let me knowBrett never said anything different and claimed he issued the creditOver the next two weeks I sent Brett emails asking for the signed agreementBrett stated he thought we were good but would send the signed copy backAgain he never didThe last attempt I received a call for his attorneyMeditation took place and we eventually got to a place I agreedAs soon as I did Brett would change the agreed and add another stipulation It is clear in my mind and I feel I can prove beyond any reasonable doubt that Brett never intended to make good on his offer I will at this point again agree to the last offer : Hi [redacted] : This email will confirm our visitIf I am incorrect about any portion of our discussion, do promptly let me knowI told you that I am the attorney for Carpets and that my client has agreed to provide you, personally, a nontransferable, $2,in store credit (for products Carpets carries) for your current home's kitchenThe credit will expire and otherwise terminate if not redeemed within one year of today's dateWhile Carpets disputes that it was responsible for the damage to the single tile at your home, it wants to its best to maintain your loyalty as a valued customer Do let me know if this accurately reflects our conversation I did agree to the above but then other stipulations were put into place in the attempt to get me to reject the offerAt this point if this offer through the better Revdex.com is rejected, due to the claims of intimidation and my "combative" nature I would feel more comfortable proving my case with my video, audio, photo, and email evidence to a Judge in a Court of Law where perjury and slander can be handled under penalty of the law Final Business Response / [redacted] (4000, 9, 2016/02/24) */ While we do appreciate the response from the customer, we still are unable to fulfill the request to replace the floorAs stated before, we do not feel that we are responsible for the damaged piece of tileAt this point, we have exhausted all options to satisfy the customer-
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 allegations presented about our company or installersIn closing, we have credited the customer $already for a gas can that went missing out of her open garage and we would be willing to credit back the $cleaning fee due to the dust that was created from the polishing in her home Thank you for reviewing this complaint-
This issue has been addressed and fixed by our Quality Control Manager... The customer has gone through the work and 651Carpets has remedied any issues. We are sorry for any delay there may have been due to the incredibly busy time of the year. Thanks again for your business-
carpets installed a stainless steel kitchen sink that I purchased from them as "new" but it has rust on it I have tried directly contacting them to have them install a new stainless steel sink WITHOUT rust but was not successful I then tried to have the issue corrected through my MasterCard which was also unsuccessful as all carpets had to do was "respond" to my complaint, which they did- by accusing me of putting "dye" in the sink They also noted I signed checklist after installation but I informed that when the workers left my countertops and sink were full of dust and I could not see the rust until I had my plumber out to connect the pipes so I could clean the dust out of the sink I immediately contacted them once the rust spots were visible So the checklist I signed should actually be null and void as I could not see the finished product due to the dust I am only asking for what I paid for which is a new stainless steel sink WITHOUT rust Being a business own
Initial Business Response / [redacted] (1000, 5, 2015/04/07) */ This is a totally inaccurate statement from the customerThe quality products that the customer chose at time of sale were professionally installed and signed off onThe customer had a complaint about the seams being visible in the carpet and we had the subcontracted installers out there as soon as possible to make any repairs that were neededThe customer then called weeks later to see if he could get a repair estimate from 651-Carpets for damage that was done by [redacted] while moving appliancesWe created an invoice for the wanted repairs for damage that was not done by 651-Carpets in any way, and sent it to [redacted] for processingWe have confirmation from [redacted] that they will be submitting payment to the customer for the needed repairsThen after an invoice had ben submitted and approved by [redacted] the customer wanted to switch the repair work order to reduce the priceThis was very confusing, but we agreed to take some materials off the repair order that the customer said he already hadAgain, we were trying to make the customer happy throughout this whole processThis is a totally new work order and nothing to do with the original install or materialsWe have no idea why the customer is trying to throw our business "under the bus" when we are only trying to help make the repairs that someone else caused? We have all proper documentation from the customer including, signed purchase order, signed install checklist, job completion sign off, estimate for repairs, email communication from [redacted] , etcWe hope this can resolved and discredited before we need to take further actionWe are always frustrated to see any complaint, but especially when it is totally unwarranted- Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/04/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) This business is flat out lyingNot one persone from the business has been out tithe property to check the quality of the install, thy have only sent their sub-contractorsIt's in the best interest of the sub-contractor to NOT make the repairs as they have to cover the costsAs for the carpet seams I was told by installers the seams would dissipate as the carpet "relaxed" after two weeks of waiting for the carpet to "relax it hadn't at that point my I callled Carpets and made the request to have it re-examinedThe sub-contractor came and said they could not do anything and the mill would agreeI asked for the mills contact to have them come look at it and they said they don't deal with thatAfter talking to both [redacted] and [redacted] their was no resolution just the statement that it is what it isAs for the tile that is being replaced they were charging the company that damaged 4sq ft of time for 17sq ft and only replacing timesOn top of that tjey were charging them for the tile and grout which I was supplyingThis is not a good or even moral business practiceAs for the "confusion" they wouldn't have any if they would take a proactive approach to their businessI will take this claim/complaint to the fullest possible to ensure it gets resolved in the correct mannerThey claim to have the best warranty and stand behind their products and service I have yet to see either, rather seeing excuses and getting the run aroundTo be clear not one persone from Carpets or "the carpet mill" have made an effort to reach out tosee this right, I have iniated all phone calls or emailsThe calls have been answered with poor attention to detail and lack of follow up Carpets has been the worst buying experience in my history of buying consumer goods or servicesNo customer service, no communication, no effort made to remedy the situationAll in all the WORST experience Final Consumer Response / [redacted] (4200, 10, 2015/04/13) */ After talking with the business we worked out ALL of the issues and I no longer have a complaint! Please remove this from their Revdex.com score
I had granite counter tops put inThe sale's guy was great, on time and friendlyThe next day install was perfect! Counters look great!! Here's where it goes bad, during the install the installer accidently put a dent and a scratch in my fridgeHe told me right away and apologizedAccidents happen, these installers did a great job otherwiseWhen I called 651Carpets to work out a resolution to the damage I had to leave a messageThat was on a Monday (12/18/17) and I did not get a return call so I followed up on Friday (12/22/2017)I had to leave another messageThen I get a call from the installer (12/22/2017)He said there is nothing that he can do to fix the damage and said that 651Carpets is going to take it out of his payWOW, you would think that companies like 651Carpets would carry insurance for these type of things??? No, they make the sub-contractor take the hit! I guess the next thing I'm not please about is, why am I dealing with the sub-contractor?? I hired 651Carp
I'm a very patient positive person, but this experience working with carpets has been horrible We had work done in October and it's Jan and we still don't have our carpet install fixed I wish we NEVER used this company to purchase our carpet I leave messages and I don't get calls back I get put on hold for a very long time and then to voicemail I don't think anyone works there The salesman talked us into a carpet that couldn't be installed the way we wanted They removed all our oak qtr round and didn't replace it, now we have goofy looking transitions that look like WE installed the carpet and did our trim work We can see the seem that transitions from our dining room into our living room They do not back their 100% satisfaction or they will replace
I am rejecting this response because: Unfortunately, Carpet is completely delusional! They definitely misrepresented their quality of carpeting which is Bait and SwitchCarpeting’s representative Robert [redacted] also did know that we had received numerous quotes for ounce carpeting as we showed him the samples and quotes, which is why he said that their carpeting was “higher quality as it is ounce carpeting for just a bit more money” With that information, we choose to go with the Carpeting believing it was a much higher quality carpeting (i.eounce) We even argued the poor quality of the carpeting brought to the installation with different people that morning stating this was not the quality of carpeting that was ordered! Secondly, Carpeting voided their own contract after leaving our house by physically altering their original documents without our permission in terms of changing the amount of carpeting and premium padding being provided for the set cost agreed to in the contractIn fact, we have Carpeting’s physical documentation proving they altered their documents The contract stated we were purchasing square feet of carpeting and premium padding along with the installation for a price of $2,904, but we received only square feet of carpeting and premium padding that was installed for $2, Subsequently, by Carpeting changing the contract, they in turn profited by providing less product purchased per the original contract Yes, my wife did speak with their attorney [redacted] about reaching an acceptable settlement, which was to be $only after our attorney looked over the agreement However, it was made very clear to Mr [redacted] that we would only sign a limited scope agreement which would only covered the different in cost of the carpeting and premium padding not provided for price paid Mr [redacted] indicated that he understood this However, the release that was provided by Mr [redacted] was a “general release” in which we would give up all other rights to any other claims (i.e., Bait and Switch lawsuit, Class Action Lawsuit, etc.), as well as it also indicated that we would be required to recant our statements to the Revdex.com and Attorney General, as well as anyone else we had spoken to regarding the case Unfortunately, this was unacceptable, so no agreement could be reached After further review of Carpeting’s complaints through the Revdex.com and other reviews, this type of misrepresentation appears to be Carpeting’s trend They lure people in by presenting a specific product style/quality/color, etcand then switching it for a lesser quality/style/color, but then claiming ignorance I am also extremely confident that given the fact that they changed our contract without our knowledge with us learning of the changes by accident that they are probably changing numerous other contracts thus profiting in terms of product and money at the expense of their customers Subsequently, I have been in contact with the Attorney General, as well as sent off to them all documents and pictures to support our claim, which they were interested in I was also referred to the [redacted] Law Firm after review of all documents and pictures due to the concerns seen in the documents and pictures In fact, I have had a number of conversations with [redacted] since that time looking to see if this meets criteria for a Class Action lawsuit Additionally, I have been in contact with Professor [redacted] of the University of Minnesota Consumer Protection Clinic who has agreed to take the case after viewing the documents and pictures provided Subsequently, Carpet could easily settle the $cost of the carpeting and premium padding that they did not provide to us that we purchased However, we will not give up our right to a future claim to a Class Action lawsuit for Bait and Switch due to the misrepresentation of their products It’s sad that a local company such as this tries to take advantage of their customers by promising a high quality product and a set quantity, but then providing a lesser quality product, altering their documents to profit from their customers, as well as not providing the agreed upon product for the cost paid
Our granite manager has tried contacting the customer numerous times, and has explained to her that stainless steel sinks do not rust from water alone The sink was brand new at the time of installation and there was no rust on the sink If there is any type of discoloration or "rust" on the sink now, it would have come from an abrasive cleaner or something of the like We certainly want to have happy and satisfied customers, and that is why we have a checklist in place to go over the job in its entirety If there was a problem at this time it could have been addressed on the spot Again, we want the customer to be happy, so to accomidate we have even offered her a new sink at no charge (although there would be a labor charge to install it again) We are still awaiting a call back to try and resolve any concerns
I got an initial quote for granite with different prices based on the size we used for one section of countertopsI said I wanted to move forward with getting our counters and asked about a breakdown of cost from the quote (because all I was given were final numbers), financing etcI was able to schedule my install, but never got any more info on what I would be chargedI told them I needed the price and that I wanted to put part of the cost on my credit card and finance the rest The day of install came and the crew had no idea that I was supposed to pay themI called the granite manager while they were installing who didn't answer and never called me backInstall happened, and I had to mark that I had paid (even though I hadn't)I continued to reach out to the granite manager and the main office, both of which didn't return my callsLast week I called again and was told no one but the granite manager can give me a breakdown of the prices I was supposed to be charged, but he
In May I had Carpets install carpet in my living room witch has tile that borders the carpetLong story short the installer for Carpets did not use Cedar shakes to ramp up the carpet to the Height of the tileI called Carpets and talk to the Quality control guy about my carpet not being installed properlyAfter he came out and Inspected the carpet he then told me that the installer, installed the carpet to standardTwo days after he left my daughter cut her foot on the tileI then tried to call multiple times to talk to the owner and have yet to hear anything back from themI have posted multiple review on their Facebook page just to have them delete it offIf you value your money and kids feet Please do NOT use Carpets
Absolutely amazing! If I could give them stars I would! Excellent customer serviceI was very indecisive but they were patient with me and helped me every step of the wayTrue Minnesotans, every person I worked with there was fantasticMy granite looks perfect, I couldn't be more happyI'll definitely be returning!
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-
Ordered carpet one month prior to installation date for carpet for living room dining room hallway and two bedroomsUpon installer's arrival they did not have bedroom carpet and living/dining/hallway carpet was feet short per installer, named SkipCalled company spoke with Ben who referred us to JustinJustin spoke with ***, said he'd call backWe followed up with at least phone calls and received no return until I said I would call Revdex.comJustin told me he would straighten it out and I asked him to call me back with correctionsHe never calledTAn installer called [redacted] on Wed saying they were on the way - we were not home nor had anyone scheduled Wed with usScheduled for today but had wrong color bedroom carpet and still feet shortI have cancelled the order and just want our
I am rejecting this response because: The QC manager claimed he called the number on the work order We have cell phones which clearly have caller ID and there were no records of his cell phone number or the main number on my husbands called ID or mine for that matter If he had called my husbands cell phone or my phone for that matter no voice mail message was ever left The first contact was weeks after I spoke with him directly and sent pictures of the tile/carpet He stated the grout was excess and they advise their contractors to not touch the tile which is understandable but the installers failed to even show or explain the issue to my husband We also never received any information on warranties etc All we received was a copy of the work order upon deposit and a piece of paper showing the balanceThe fix they are offering would look tacky Plus the fact they are offering to come out for free? Isn't that part of the warranty? Tell me they aren't lying We don't want to waste any more of our time taking off of work, that costs usWe do not wish to deal with this company anymoreI would like the complaint posted on their site, we aren't the first to complain Thank you
I hired this company to put in granite counter tops, carpeting and plank flooring in my kitchen We were asked to put 1/down on the job and assured "you can back out at any time and get your money back" which was a lie We decided to back out after seeing several bad reviews and were referred to "DaveDirector of operations" Dave spoke with my wife and basically called her a liar sayng "our sale reps would never say you can get your down payment back" Our choice was to walk away from bucks with nothing or muscle through this We chose the latter and it was a huge mistake The person who came to the house to measure everything, measured the counter tops wrong (thanks for the big unsightly seam in our granite!) and if that wasn't bad enough they measured the carpeting wrong too The carpet layers they sent out, one could speak no English and the other very little, did a really bad job laying the carpet, screwed up the threshold from the carpet the to the kitchen flooring (which cost me another to get fix and done right by another carpet company) If I seen these guys coming up the driveway to do any work on my house I would rather strike a match and burn it down I would never let them darken my doorway again Don't walk, run away from these clowns
Initial Business Response / [redacted] (1000, 5, 2016/02/11) */ We take repair issues very seriously at our company and that is why we have done everything possible to remedy this situationWe have been in constant contact with the customer throughout the entire processWe had our Quality Control Supervisor out at the jobsite to address the installation issues, and it was determined that there were some imperfections in the installation so we would replace the entire installed floor at no chargeWe were certainly sorry for any inconvenience this may have caused with having another crew come out, but we wanted the customer to have the job done correctly and to his satisfactionThe entire floor was redone and the customer was happy with the new product We then received another call about a "cracked tile" in the homeWe had our Quality Control Supervisor go back out to look at the issue and take pictures (attached)He brought the information back to our office and it was determined that the hairline fracture in the tile was not any fault of the installers that Carpets had out, but rather an improperly installed tile floor from a previous company/workerThis information was relayed to the customer, and he did not agreeWhile we try our hardest to make our customers happy, we cannot take responsibility for issues that were underlying before our work was startedAs an attempt to intimidate us we were told numerous times that he was a police officer, and demanded we come out again to have another look at his issue, and we compliedOur Director of Operations and Owner met at the customer's home, and again looked at the cracked tileThe customer became heated and combative when it was again determined that the minor hairline crack in the tile was not created by our companyTo help the customer out Carpets offered to try to match the tile up to see if a repair could be made out of good faithWe were trying to calm the customer down and to show that we do care about our customersThe customer was not interested in letting the owner take a piece of tile to match upWith only a picture to go off of, the company still spent hours looking for a matching tileUnfortunately, nothing could be found that would be an exact match (the product is years old)The owner then spoke to the customer and let him know that any repair that might have been an option to help the customer out could not be done without a matching tileAfter another discussion with the customer the owner gave him yet another offer to help with the issuethat again was never our faultThe customer was offered a credit to go towards the installation of a new floorThe customer agreed to this credit and then wanted to have no restrictions or terms on the creditOur voucher was valid to help the customer with the "issue" that he was frustrated with and only for his new kitchen floorDates and terms on the voucher were nothing out of the ordinary, but the customer then refused the kind gesture of a credit voucherWe have gone above and beyond to satisfy this customer, but he is being very unreasonable and unrulyAgain, we have made all repairs that were associated with his installation from CarpetsThe cracked tile has nothing to do with our company and the customer wanting a whole new floor is outrageous! Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/02/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) Let me start out by saying whom ever wrote this response better check their factsThey stated they sent out their quality control supervisor (Brian I am assuming) and they fixed the issues with the floor at no chargeThis is a mute pointThe floor was improperly installed in the first place and a charge ever should have even been a thoughtWhat they failed to include is the number of attempts I had to make and the arguments that took place over trying to get this installed properly to begin withI am not disputing the fact that I am happy with the finished productBut they make it sound like this was flawlessCustomer not happyfloor replaced end of storyThis was not the case by far Brian (Quality Control) did come back out and look at the tileThey are claiming Brian determine it was not their fault the crack was put into the tilesI would say they should have a talk with Brian and make sure he told them what he informed me over a recorded phone callBrian stated the issue was theirs to fix and repair but Dave was not wanting to spend any more money because they were already out $9,on this job They claim the floor was improperly installed by the original installerBut yet it took years and a contractor to hit it with a hammer and a crowbar to get it to crackThey claim I attempted to intimidate them with the fact I was a police officerWell again perhaps they should check their factsIn the great State of Minnesota the law allows for a one party consent soAs per the audio recording, I was told I could not prove this damage was doneI informed them as a police officer for years it has been my job to document things and I have a number of photos that I would be able to prove differentlyNot once did I use that as an intimidation factorI have not been in law enforcement for over two years They then claim I became combative???? Again someone should check their factsAs per my in home security system that records not only video but audio shows a different storyIn fact you can clearly hear Brett raise his tone of voice and start barking out rules "number you will not raise your voice at me" and so on and so forth to the point I told Brett and Dave to get outside as my wife, who works nights, was trying to sleepThere is when we step out on to the front entry way under another camera that records the remainder of the visitFar different from what they are claiming They then go on to say that I was was offered a creditI wasbut they say that I wanted no restrictions placed on this creditNot only do I have the recorded phone call with Brett but I also have emails between Brett's legal counsel that are different from what they are claimingI sent over an agreement because I knew if they did give me the credit there was nothing saying they could not revoke it after any short amount of timeI told Brett if he wanted anything different to let me knowBrett never said anything different and claimed he issued the creditOver the next two weeks I sent Brett emails asking for the signed agreementBrett stated he thought we were good but would send the signed copy backAgain he never didThe last attempt I received a call for his attorneyMeditation took place and we eventually got to a place I agreedAs soon as I did Brett would change the agreed and add another stipulation It is clear in my mind and I feel I can prove beyond any reasonable doubt that Brett never intended to make good on his offer I will at this point again agree to the last offer : Hi [redacted] : This email will confirm our visitIf I am incorrect about any portion of our discussion, do promptly let me knowI told you that I am the attorney for Carpets and that my client has agreed to provide you, personally, a nontransferable, $2,in store credit (for products Carpets carries) for your current home's kitchenThe credit will expire and otherwise terminate if not redeemed within one year of today's dateWhile Carpets disputes that it was responsible for the damage to the single tile at your home, it wants to its best to maintain your loyalty as a valued customer Do let me know if this accurately reflects our conversation I did agree to the above but then other stipulations were put into place in the attempt to get me to reject the offerAt this point if this offer through the better Revdex.com is rejected, due to the claims of intimidation and my "combative" nature I would feel more comfortable proving my case with my video, audio, photo, and email evidence to a Judge in a Court of Law where perjury and slander can be handled under penalty of the law Final Business Response / [redacted] (4000, 9, 2016/02/24) */ While we do appreciate the response from the customer, we still are unable to fulfill the request to replace the floorAs stated before, we do not feel that we are responsible for the damaged piece of tileAt this point, we have exhausted all options to satisfy the customer-
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 allegations presented about our company or installersIn closing, we have credited the customer $already for a gas can that went missing out of her open garage and we would be willing to credit back the $cleaning fee due to the dust that was created from the polishing in her home Thank you for reviewing this complaint-
This issue has been addressed and fixed by our Quality Control Manager... The customer has gone through the work and 651Carpets has remedied any issues. We are sorry for any delay there may have been due to the incredibly busy time of the year. Thanks again for your business-
carpets installed a stainless steel kitchen sink that I purchased from them as "new" but it has rust on it I have tried directly contacting them to have them install a new stainless steel sink WITHOUT rust but was not successful I then tried to have the issue corrected through my MasterCard which was also unsuccessful as all carpets had to do was "respond" to my complaint, which they did- by accusing me of putting "dye" in the sink They also noted I signed checklist after installation but I informed that when the workers left my countertops and sink were full of dust and I could not see the rust until I had my plumber out to connect the pipes so I could clean the dust out of the sink I immediately contacted them once the rust spots were visible So the checklist I signed should actually be null and void as I could not see the finished product due to the dust I am only asking for what I paid for which is a new stainless steel sink WITHOUT rust Being a business own
Initial Business Response / [redacted] (1000, 5, 2015/04/07) */ This is a totally inaccurate statement from the customerThe quality products that the customer chose at time of sale were professionally installed and signed off onThe customer had a complaint about the seams being visible in the carpet and we had the subcontracted installers out there as soon as possible to make any repairs that were neededThe customer then called weeks later to see if he could get a repair estimate from 651-Carpets for damage that was done by [redacted] while moving appliancesWe created an invoice for the wanted repairs for damage that was not done by 651-Carpets in any way, and sent it to [redacted] for processingWe have confirmation from [redacted] that they will be submitting payment to the customer for the needed repairsThen after an invoice had ben submitted and approved by [redacted] the customer wanted to switch the repair work order to reduce the priceThis was very confusing, but we agreed to take some materials off the repair order that the customer said he already hadAgain, we were trying to make the customer happy throughout this whole processThis is a totally new work order and nothing to do with the original install or materialsWe have no idea why the customer is trying to throw our business "under the bus" when we are only trying to help make the repairs that someone else caused? We have all proper documentation from the customer including, signed purchase order, signed install checklist, job completion sign off, estimate for repairs, email communication from [redacted] , etcWe hope this can resolved and discredited before we need to take further actionWe are always frustrated to see any complaint, but especially when it is totally unwarranted- Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/04/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) This business is flat out lyingNot one persone from the business has been out tithe property to check the quality of the install, thy have only sent their sub-contractorsIt's in the best interest of the sub-contractor to NOT make the repairs as they have to cover the costsAs for the carpet seams I was told by installers the seams would dissipate as the carpet "relaxed" after two weeks of waiting for the carpet to "relax it hadn't at that point my I callled Carpets and made the request to have it re-examinedThe sub-contractor came and said they could not do anything and the mill would agreeI asked for the mills contact to have them come look at it and they said they don't deal with thatAfter talking to both [redacted] and [redacted] their was no resolution just the statement that it is what it isAs for the tile that is being replaced they were charging the company that damaged 4sq ft of time for 17sq ft and only replacing timesOn top of that tjey were charging them for the tile and grout which I was supplyingThis is not a good or even moral business practiceAs for the "confusion" they wouldn't have any if they would take a proactive approach to their businessI will take this claim/complaint to the fullest possible to ensure it gets resolved in the correct mannerThey claim to have the best warranty and stand behind their products and service I have yet to see either, rather seeing excuses and getting the run aroundTo be clear not one persone from Carpets or "the carpet mill" have made an effort to reach out tosee this right, I have iniated all phone calls or emailsThe calls have been answered with poor attention to detail and lack of follow up Carpets has been the worst buying experience in my history of buying consumer goods or servicesNo customer service, no communication, no effort made to remedy the situationAll in all the WORST experience Final Consumer Response / [redacted] (4200, 10, 2015/04/13) */ After talking with the business we worked out ALL of the issues and I no longer have a complaint! Please remove this from their Revdex.com score
I had granite counter tops put inThe sale's guy was great, on time and friendlyThe next day install was perfect! Counters look great!! Here's where it goes bad, during the install the installer accidently put a dent and a scratch in my fridgeHe told me right away and apologizedAccidents happen, these installers did a great job otherwiseWhen I called 651Carpets to work out a resolution to the damage I had to leave a messageThat was on a Monday (12/18/17) and I did not get a return call so I followed up on Friday (12/22/2017)I had to leave another messageThen I get a call from the installer (12/22/2017)He said there is nothing that he can do to fix the damage and said that 651Carpets is going to take it out of his payWOW, you would think that companies like 651Carpets would carry insurance for these type of things??? No, they make the sub-contractor take the hit! I guess the next thing I'm not please about is, why am I dealing with the sub-contractor?? I hired 651Carp
The installers did a great job!
I'm a very patient positive person, but this experience working with carpets has been horrible We had work done in October and it's Jan and we still don't have our carpet install fixed I wish we NEVER used this company to purchase our carpet I leave messages and I don't get calls back I get put on hold for a very long time and then to voicemail I don't think anyone works there The salesman talked us into a carpet that couldn't be installed the way we wanted They removed all our oak qtr round and didn't replace it, now we have goofy looking transitions that look like WE installed the carpet and did our trim work We can see the seem that transitions from our dining room into our living room They do not back their 100% satisfaction or they will replace
I am rejecting this response because: Unfortunately, Carpet is completely delusional! They definitely misrepresented their quality of carpeting which is Bait and SwitchCarpeting’s representative Robert [redacted] also did know that we had received numerous quotes for ounce carpeting as we showed him the samples and quotes, which is why he said that their carpeting was “higher quality as it is ounce carpeting for just a bit more money” With that information, we choose to go with the Carpeting believing it was a much higher quality carpeting (i.eounce) We even argued the poor quality of the carpeting brought to the installation with different people that morning stating this was not the quality of carpeting that was ordered! Secondly, Carpeting voided their own contract after leaving our house by physically altering their original documents without our permission in terms of changing the amount of carpeting and premium padding being provided for the set cost agreed to in the contractIn fact, we have Carpeting’s physical documentation proving they altered their documents The contract stated we were purchasing square feet of carpeting and premium padding along with the installation for a price of $2,904, but we received only square feet of carpeting and premium padding that was installed for $2, Subsequently, by Carpeting changing the contract, they in turn profited by providing less product purchased per the original contract Yes, my wife did speak with their attorney [redacted] about reaching an acceptable settlement, which was to be $only after our attorney looked over the agreement However, it was made very clear to Mr [redacted] that we would only sign a limited scope agreement which would only covered the different in cost of the carpeting and premium padding not provided for price paid Mr [redacted] indicated that he understood this However, the release that was provided by Mr [redacted] was a “general release” in which we would give up all other rights to any other claims (i.e., Bait and Switch lawsuit, Class Action Lawsuit, etc.), as well as it also indicated that we would be required to recant our statements to the Revdex.com and Attorney General, as well as anyone else we had spoken to regarding the case Unfortunately, this was unacceptable, so no agreement could be reached After further review of Carpeting’s complaints through the Revdex.com and other reviews, this type of misrepresentation appears to be Carpeting’s trend They lure people in by presenting a specific product style/quality/color, etcand then switching it for a lesser quality/style/color, but then claiming ignorance I am also extremely confident that given the fact that they changed our contract without our knowledge with us learning of the changes by accident that they are probably changing numerous other contracts thus profiting in terms of product and money at the expense of their customers Subsequently, I have been in contact with the Attorney General, as well as sent off to them all documents and pictures to support our claim, which they were interested in I was also referred to the [redacted] Law Firm after review of all documents and pictures due to the concerns seen in the documents and pictures In fact, I have had a number of conversations with [redacted] since that time looking to see if this meets criteria for a Class Action lawsuit Additionally, I have been in contact with Professor [redacted] of the University of Minnesota Consumer Protection Clinic who has agreed to take the case after viewing the documents and pictures provided Subsequently, Carpet could easily settle the $cost of the carpeting and premium padding that they did not provide to us that we purchased However, we will not give up our right to a future claim to a Class Action lawsuit for Bait and Switch due to the misrepresentation of their products It’s sad that a local company such as this tries to take advantage of their customers by promising a high quality product and a set quantity, but then providing a lesser quality product, altering their documents to profit from their customers, as well as not providing the agreed upon product for the cost paid
I have used this company on over projects a year since I have never had a bad experience
Our granite manager has tried contacting the customer numerous times, and has explained to her that stainless steel sinks do not rust from water alone The sink was brand new at the time of installation and there was no rust on the sink If there is any type of discoloration or "rust" on the sink now, it would have come from an abrasive cleaner or something of the like We certainly want to have happy and satisfied customers, and that is why we have a checklist in place to go over the job in its entirety If there was a problem at this time it could have been addressed on the spot Again, we want the customer to be happy, so to accomidate we have even offered her a new sink at no charge (although there would be a labor charge to install it again) We are still awaiting a call back to try and resolve any concerns
Ozzy came and quickly patched a little hole in the carpet He was super friendly and did a great job!
I got an initial quote for granite with different prices based on the size we used for one section of countertopsI said I wanted to move forward with getting our counters and asked about a breakdown of cost from the quote (because all I was given were final numbers), financing etcI was able to schedule my install, but never got any more info on what I would be chargedI told them I needed the price and that I wanted to put part of the cost on my credit card and finance the rest The day of install came and the crew had no idea that I was supposed to pay themI called the granite manager while they were installing who didn't answer and never called me backInstall happened, and I had to mark that I had paid (even though I hadn't)I continued to reach out to the granite manager and the main office, both of which didn't return my callsLast week I called again and was told no one but the granite manager can give me a breakdown of the prices I was supposed to be charged, but he
In May I had Carpets install carpet in my living room witch has tile that borders the carpetLong story short the installer for Carpets did not use Cedar shakes to ramp up the carpet to the Height of the tileI called Carpets and talk to the Quality control guy about my carpet not being installed properlyAfter he came out and Inspected the carpet he then told me that the installer, installed the carpet to standardTwo days after he left my daughter cut her foot on the tileI then tried to call multiple times to talk to the owner and have yet to hear anything back from themI have posted multiple review on their Facebook page just to have them delete it offIf you value your money and kids feet Please do NOT use Carpets
Absolutely amazing! If I could give them stars I would! Excellent customer serviceI was very indecisive but they were patient with me and helped me every step of the wayTrue Minnesotans, every person I worked with there was fantasticMy granite looks perfect, I couldn't be more happyI'll definitely be returning!
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-
Ordered carpet one month prior to installation date for carpet for living room dining room hallway and two bedroomsUpon installer's arrival they did not have bedroom carpet and living/dining/hallway carpet was feet short per installer, named SkipCalled company spoke with Ben who referred us to JustinJustin spoke with ***, said he'd call backWe followed up with at least phone calls and received no return until I said I would call Revdex.comJustin told me he would straighten it out and I asked him to call me back with correctionsHe never calledTAn installer called [redacted] on Wed saying they were on the way - we were not home nor had anyone scheduled Wed with usScheduled for today but had wrong color bedroom carpet and still feet shortI have cancelled the order and just want our
I am rejecting this response because: The QC manager claimed he called the number on the work order We have cell phones which clearly have caller ID and there were no records of his cell phone number or the main number on my husbands called ID or mine for that matter If he had called my husbands cell phone or my phone for that matter no voice mail message was ever left The first contact was weeks after I spoke with him directly and sent pictures of the tile/carpet He stated the grout was excess and they advise their contractors to not touch the tile which is understandable but the installers failed to even show or explain the issue to my husband We also never received any information on warranties etc All we received was a copy of the work order upon deposit and a piece of paper showing the balanceThe fix they are offering would look tacky Plus the fact they are offering to come out for free? Isn't that part of the warranty? Tell me they aren't lying We don't want to waste any more of our time taking off of work, that costs usWe do not wish to deal with this company anymoreI would like the complaint posted on their site, we aren't the first to complain Thank you
I hired this company to put in granite counter tops, carpeting and plank flooring in my kitchen We were asked to put 1/down on the job and assured "you can back out at any time and get your money back" which was a lie We decided to back out after seeing several bad reviews and were referred to "DaveDirector of operations" Dave spoke with my wife and basically called her a liar sayng "our sale reps would never say you can get your down payment back" Our choice was to walk away from bucks with nothing or muscle through this We chose the latter and it was a huge mistake The person who came to the house to measure everything, measured the counter tops wrong (thanks for the big unsightly seam in our granite!) and if that wasn't bad enough they measured the carpeting wrong too The carpet layers they sent out, one could speak no English and the other very little, did a really bad job laying the carpet, screwed up the threshold from the carpet the to the kitchen flooring (which cost me another to get fix and done right by another carpet company) If I seen these guys coming up the driveway to do any work on my house I would rather strike a match and burn it down I would never let them darken my doorway again Don't walk, run away from these clowns
We highly recommend Great job from start to finish with this companyThe carpet has made such an improvement to our home