651Carpets

We purchased approximately 200 sq feet of new carpeting for our house (upper level and lower level and two stairways) in October 2018 and LVP flooring for our main floor. The total purchase was over $12,000. We purchased the more expensive and thicker carpet and padding because we were trying to make our floors warmer in our basement and we have pets so we wanted the more expensive stain resistant carpet. We were told we would have to shave down the bottom of our interior doors because the carpet would be thicker than what we had at the time. We were okay with that. After the carpeting was installed and the interior doors were being put back on, we noticed the doors did not get stuck on the carpet and the carpet wasn't very thick. We asked the installers about the carpet and they said they didn't know anything about it and there was only one thickness of carpet. We called 651-Carpets the next day and were told that the salesman wrote down the wrong kind of carpet and we were given the cheaper, thinner carpeting instead of the thicker carpet. We were offered by Amanda at 651-Carpets to either have the carpeting replaced with the thicker carpeting that we purchased or accept a refund of $1,500 and keep the carpeting that was installed. After a couple of weeks of no contact, we were told the carpeting was on backorder for two months. Two months have now passed and we have been calling 651-Carpets and are told no one in the office is available and we can leave a message. We've left numerous messages and no one will return our phone calls. We want the carpeting to be replaced with the thicker and more expensive carpeting that we paid for.

I'm a very patient positive person, but this experience working with 651 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.

DO NOT USE THIS COMPANY!!!!
Hands down the absolute worst company I have ever worked with. One of their employees came out to measure the property for carpeting and he arrived an hour and a half late. He brought with approximately 20 different carpet samples and then informed us that for their next day carpet installation as promised by their website you can only choose from 4 colors they keep in stock. So we chose one of those carpets then the morning of installation the installers were supposed to be there by 9am and we get a text from one of them at 10am stating they are out of the carpet we ordered and are coming with a different one and will text us a picture of what they’re planning on installing - keep in mind we’ve painted the entire house based on the carpet we picked originally. We told them not to come because we don’t want some random carpet that we don’t even know the color of. We called the manager Amanda who was helpful and managed to get us an upgraded in stock carpet and installation for the next day scheduled tentatively for noon and she promised to send a picture of the carpet they were going to be installing next to what we originally ordered and to confirm a time for the next day installation but then I never heard from her again. The next day installers showed up at 10am 2 hours early with carpet we’ve never even seen or approved and demanded to be paid right away. Needles to say this company is a joke run by unprofessional people with no follow through.

This vendor was not professional to work with. We had 3 jobs for them to complete. They used subs for all 3 and the subs showed up confused on the job structure. We had to provide 1 sub with a ladder, tools and a shop vac (for a carpet install!). The job was quoted to be 5-6 hours by 2 different schedulers and they took 11 hours, in a vacant property. On 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 day. Amanda attempted to make it right on the first issue, but once the second issue came up, she's been unreachable. I call the office and sit on hold, or get rolled to a dispatch center where they have no idea what's going on. I would NOT recommend this company for any work. Can't believe they bothered to join the Revdex.com when they deliver such terrible service experience!

I had new countertops installed Oct. 8, 2018, and I’m still dealing with an issue with the company. First, 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 up. When I called that morning, I was told someone should have called me to reschedule because our piece wasn’t even in yet. I 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 $200 off our bill. It is now Jan 8, 2019, and I still have not received anything. And whenever I call to talk to the customer service rep, she is conveniently on the phone or not in yet, and never calls me back. Very poor customer service, and I would not recommend them to anyone.

Horrible customer service. I have left at least 3 messages for a call back and have not received a call from Brett the owner. Now when I call I get hung up on.

I had 651 Carpets come out and install new carpeting on October 19th, 2018. The gentlemen that came to install our carpeting could not confirm that they had the right carpeting. Told us we had to pay anyways up front. It took them over 12 hours to lay our carpeting. We found massive cracks and gaps in our carpet padding that we purchased. When they were done and we were putting things together we found all the damage. The whole master bedroom pieces were damaged, a $1700 chair was broken and the front storm door was broken. I called the sales rep right away Monday morning (Robert) and he sent Andrew out to take pictures of the damage. After that, I called Andrew and Robert daily and NEVER heard from the company. They both kept telling me that they were putting calls in and speaking to management. I finally called 651 Carpets directly and reached Amanda in Customer Service. She apologized and did not know anything about my situation. They refunded $750 for the horrible pad and told me Jeff (the father in law of the owner of the company) would come out to evaluate the damage and see if it was fixable. Amanda has not returned my calls in a week, Jeff has never contacted me. I still do not know if my installed carpet is the correct one we purchased and do not know if or when my damages will be fixed.

We ordered and had granite counter tops installed in our kitchen. There were multiple issues with installation. 1. When contractor pulled old backsplash off he destroyed walls so he was unable to put new back splash on, we did not get promised size of counter top, there was a large seam in the middle of the counter top(Which we were told would not be noticeable) and two pieces on the same counter did not match up. We were told it would all be replaced. Jim the granite manager told us our sales person was not experienced leading to many miscommunications. Now, we've been promised new counter tops and no one will call us back. (We have made many calls to Chad, Jim, Amanda and left messages and texts and nothing in return). I asked to speak to owner and was told he does not take calls.

Pursuant to Wisconsin Act 201, the “Right to Cure Law,” I have informed 651 Carpetsu of the my claim regarding the defective workmanship and product installed in my home beginning August 1, 2018. Since the time of install we have attempted on multiple occasions to seek remedy for the poor workmanship and product installation of which your representative, “Ozzy” & Chad, agreed was installed improperly and agreed did significant damage to other areas of my home, without success. On multiple occasions 651 flooring has scheduled appointments to make repairs to my home, forcing me to take time off from work to accommodate 651’s schedule. On two of those occasions 651’s repair person did not show up. The one time he (Chad) did show up no repairs were performed and he advised he would speak with his manager to make a plan on how to fix all the issues and contact me back. There has been no attempt since that time from 651 Carpets to remedy this situation. I have reached out several times and once spoke with "Amanda" with customer service. Amanda claimed to have no knowledge of the issue but assured me she would look into the situation and respond back within two days. It has now been over a month and I have not had any further contact with 651 Carpets. I have attempted to contact Amanda back and have left messages and she nor any other representative has responded. This has cost me $864 in my personal salary. Not to mention my floors and the damage to my home is still not fixed. Therefore, I have no other recourse but to file a Right to Cure claim against 651 Flooring.

We are trying to file a claim in order to have our carpeting replaced upstairs. I have been emailing Alegra for over a month and have gotten no where. I can't even get out of her what kind of carpeting we had installed. This has been a huge hassle. The price is good but knowing what I know now I would not go with 651 carpets again.

I did not get the product I asked for...I ordered think grey carpet from 651 carpets and I got thin carpet and that was laid on September 1st 2018. I tried contacting the company the day of the install and and left a message sine it was a Saturday. I called again the day after Labor Day and again for the past 3 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 9-7-18. 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 half and did not hear from 651 carpets. I emailed the company 9-23-18 stating what I did and that I would like to get this issue resolved and I gave them 3 business days to contact me with would have been today 9-26th end of day and I still have not heard anything from 651 carpets.

I would like to get this resolved Asap....it is going on a month and am not happy with the carpet that was promised me and the thinkness I purchased.

On Aug. 29, 2018 the said company installed new countertop in my home. While installing the counter top the installer ruined my existing back splash , which was not being replaced at present time. Because of this I now have to install new back splash on one wall. The installer also scratched my new stainless steel stove. The negligence of their installers was entirely the reason for these mishaps, resulting in my having to invest in new back splash and ordering a new panel for my stove. I contacted their customer service on the same day of the installation and advised them of the problems. I have had to leave messages on five different occasions to try and resolve this issue. A manager finally came out two weeks ago and looked at the problems. He agreed that these things should not have occurred. As to date they will not return by call to see how they are going to correct the problems. Whenever I call now they always tell me the manager has just left on three different occasions, no matter what time of day I call. He obviously is not accepting any calls from me. My last message left on his voice mail indicted I would not be contacting them anymore, but would be taking action, still no response.

We hired 651Carpets after sales person Robert had visited our house and was able to quote us and confirm that his bid was comparable to the other bid(s) we were sharing. Quoted was vinyl floor planking, carpeting and granite countertops.
9/4/18. Crew was supposed to start at 9am-930am. Did not show. I called Amanda who said she needed talk to the granite manager. Was told they had car trouble but did not communicate it. They arrived around 12:45pm that day. That day, the main piece of granite was broke by the workers. The quality of other material installed was not good. The thickness of the granite was also questioned as we are not the experts but it appeared thin. Especially when having a large island with an overhang. My wife tried to communicate with workers but there was a language barrier and no one available by phone to discuss. The work is not acceptable and we have communicated. The sales person felt we were buying based on price and quoted us a lighter product without our knowledge of it though stating it's comparable. Phone calls out began that day as well as many messages and emails. We have had very few return calls and no return emails. When discussed with Robert over phone, he was rude and defensive. All calls to 651 now go to voicemail or to some type of call overflow center and is never returned. After 9/4 we started asking for resolution and what could be done and it took forever to get some type of response. On 9/5 & 9/6 they installed the vinyl floor planking and the carpeting without much issue but still no communication from 651 Carpets after repeated attempts. At this point I am concerned at how they can service us if there is ever a product issue or warranty claim or workmanship issue. We are done with 651Carpets. They have pieces of granite at our house that they need to come get. We paid in full for the vinyl planking and the carpeting. Was promised a call back today by 12:35pm CST. No call yet again and it's 2:10pm CST

Let’s begin with the issues of my specific case: On March 3, 2018 I paid $14,5000 via credit card to 651 for carpet, hardwood floor, and granite countertops. I was told to schedule with Max within one week of my order. I scheduled installation of carpet, hardwood and granite all at the same time. On March 16, 2018 the granite counter tops were installed, however not before any issues. The installers came to my home without enough product therefore I incurred an extra seam in my granite countertops. About two weeks later I notice chips and pitting in the granite. This chips and pitting are not natural to the stone, this is only natural to a sub-par product. I was also to have a 4-inch granite backsplash installed at the same time, which was not done. I contact Robert, sales representative, via text messages and phone calls to both his personal and work cell phone. I received no answer. As of August 24, 2018, we still have not yet received the backsplash. I began calling 651 customer service to the tune of around 16-20 times with no action from 651. I spoke with Max, Allegra, Dave and Cherry and received no assistance. I received angry voicemails, aggression when I did speak with someone and the ever so popular comment of I’ll get back to you.” Per 651’s answer to the MN AG Office on July 31, 2018 they state I did not notify 651 of any defects in the product, this is incorrect. I have voicemails and a call log that show I was in communication with 651 about my granite product. This is evident in my text to Robert at the start of April 2018 as referenced in the attached exhibits. After the MN AG letter was sent to 651 I received a call from “Miguel” asking me what my problem was with the countertops. I explained the problem, offered to set up a date/time for him to come inspect my product and he told me he “needed to speak with Jimmy because it was Jimmy who needed to give him direction on what to do.” That was on July 31, 2018 & still no response.

We received an estimate for new carpet for our home (1400+ sq/ft of carpet) for $5,000 from 651 Carpets sales representative Justin on 7/23/2018. We decided to move forward with the estimate. I (Jason) called Justin on 8/6/2018 to request that we move forward with the purchase as long as they could get it installed yet that week. (They advertise next day installation) Justin said he had to make sure they had the carpet in stock before he could confirm. He called me back later that afternoon saying, yes, they did have the carpet instock, and they could install it on Thursday, 8/9/2018. Justin said we had to pay 1/2 of the $5000 up front for them to schedule the installation. I provided Justin my credit card number over the phone, and authorized a $2500 payment with the understanding/agreement that the carpet would be installed on 8/9/2018. I had to take off work in order to ensure I was available during the installation. I was also told by Justin that I needed to clear all but 5 pieces of furniture as well as take apart beds from the space that the carpet would be installed. This included the master bedroom, 2 kids bedrooms, a hallway, and a living room. We cleared everything out and took beds apart, having to sleep in sleeping bags on the floor, thinking it would only be for 1 night. I was supposed to get a confirmation call on Wed confirming the time of the installation on Thursday. No call came.. I then called Justin asking about it, and he said he didn't know and would call and find out. He then called back saying he couldn't reach anyone at the office either, but I should get a call by 7:30 am Thur morning (8/9/2018). No call came. After several attempts to reach them, I finally was able to talk to someone on Thursday (8/9/2018) about 11 am. She said we weren't even on the schedule as they didn't have the carpet. I then asked them to cancel the order, as we would be out of the country the next week. I was told I couldn't and would forfeit my deposit $2500.

No communication, poor work n customer service, demaged items n missing parts

On 7-9-18 Installers came to our house to install the Granite countertops. When they were finished they told me that they ran out of clear sealant for the countertops and that I would have to go purchase my own from Home Depot...we paid in full already. We complained to the company that we will not be purchasing our own and that they need to come back to finish. On 7-18-18 we had installers from 651Carpets coming to install our LVP floor, the granite installers also came to finish their job. In the end, the LVP floor installers told us that they ran out of the floor and that they would have to come back to finish. We called multiple times and no one would contact us back about our floor. Finally, on 7-31-18 we got ahold of someone and got it set up where they would come on 8-1-18 to finish the job. I had appointments that day that I needed to leave for by 11:50 AM. On 8-1-18 they told me that the installer would be there at 8 AM to finish the floor. 8 o'clock came and I called the company and they said they were on their way, 9:00 came and I called again and they said he should be there soon. I call again at 10:30 AM and couldn't get through so I called again another 5 times and I finally got through to tell them I have to leave at a certian time and the installer still isn't here. They told me they will look into it immediately and get ahold of the installer, I never recieved a phone call back. I call once more at 11 and 651Carpets has no clue where their installer is or what to do about the situation. At 11:15 AM the installer finally calls and says he'll be there in 40 minutes. Which is exactly the time I needed to leave for my appointment even though I had set it up with 651 Carpets to be there by 8AM so that they could finish. We only had 6 feet of floor left to do. We pain in full for our Granit countertops and our LVP floor and they messed up on it twice and refuse to call us about the situation.

I got the best service and quickest response from the amazing staff at 651-Carpets. I had a minor flood in my carpeted basement which required pulling up some of the carpet and removing some of the pad. With 1 call, in two days my carpet and pad are reinstalled and looking great! Couldn't have had a better experience. Thank You!

Ozzy came and quickly patched a little hole in the carpet. He was super friendly and did a great job!

On 7/20/18 had the carpet in two large rooms stretched. Ozzy was very professional, and did a great job. Very pleased with the service he provided