651Carpets Reviews (%countItem)
651Carpets Rating
Address: 1333 Constance Blvd NE, Ham Lake, Minnesota, United States, 55304-5312
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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)
Hired the company to install luxury vinyl planking (LVP) and carpeting, beginning with the LVP. They confirmed my install day before. Called after appointment time day of install claiming they did not have materials so did not come out. Carpet was partially installed following day but was not completed. After not showing up or calling on rescheduled days for LVP, I went and purchased products elsewhere and had it installed not by 651Carpets! Kept calling them with minimal response to have them come out and finish carpet install which they completely agreed with, and get refunded for the portions of the job they did not do and finish. Still waiting for carpet install to be finished and happy to pay for it... I have made many calls in and multiple voice mails.
We were certainly sorry that we were unable to satisfy the customer's timelines for install. We refunded the customer as requested for the uninstalled product. The refund was issued (via check) in full for the money put down for the cancelled portion of the order. If there is any issues with the carpet installation we will gladly address those and remedy. We will have our Quality Control Manager contact the customer as soon as possible. We hope that the customer has received the refund check and anything else can be resolved in a timely manner.
I am rejecting this response because:
They showed up to finish the carpet install and could not complete the job because the installer did not have the tools to do the job. Story was they were stolen out of his truck. 2nd trip out there he was able to finally finish the carpet potion of the job and left the entire mess behind! Cleaned up none of his carpet fragments and left it for me to clean up after him! Now I have missed at least 4 full days of work because of this company’s mishaps and now I still have to clean up after them too! Where is my compensation now for dealing with all of he nonsense and now cleaning up there mess? Ridiculous!
The check I was assured was mailed out November 20, the installer brought with him almost 2 weeks later.
Very, very disappointed with their huge lack of professionalism!!
We purchased carpet for our most of our house that was supposed to be "pet friendly". It was installed in July of this year (2017). We very quickly discovered that ANY liquid that touched the carpet left stains that we are unable to completely remove. We understand that 651 is not the manufacturer, and they supposedly submitted a claim with Dreamweaver. But even that was a struggle. At the beginning of September we got a hold of the Installation Manager (Justin), and he told us we needed to contact Dreamweaver directly, which is not the case. When we contacted him again, he said he would submit the claim with photos we'd sent him, and that he would follow up with us in a couple of weeks. He did not. So, we called 651, and our case was now being handled by Cody. When we asked Cody what the status of our claim was, he said that we needed photos to submit the claim, implying that it hadn't been submitted yet. He found the photos we'd sent to Justin earlier and said he'd take care of it. When we didn't hear back, we called on October 13th to see where we were at. Cody said that the claim had been submitted, and that it would take a couple of weeks. We called them after 2 weeks since 651 never calls us, to find out that Cody no longer works there. Since then, we've been leaving messages for Justin with absolutely no response from him. We were so fed up, we asked to speak with his manager. Again, we had to leave a message. No response from anyone. Whenever we call, the people we need to talk to are conveniently away, and they never call us back. How hard is it to follow up with a customer to tell them the status of a claim, especially since we paid over $5,000 for carpet and installation.
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 3 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 apologize. After 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.
Revdex.com:
For the time being, the response from 651Carpets is sufficient, as we finally got a response. Had they contacted us to discuss the claim, we might have known that the process might take up to 3 months. Had the individual responding to this complaint actually read my complaint, she/he would know that the lack of certainty about when and if a claim was submitted was due to the complete lack of response on the part of 651Carpets, and due to the fact that we were asked to resend images we'd already sent. Nowhere in my complaint does it state that a claim was NOT submitted. My complaint also states that we were aware of the distinction between INSTALLER and MANUFACTURER. Again, it is and was clear to us who is responsible for the carpet, as opposed to the installation. This is why I'm regarding this complaint as being sufficiently addressed. Finally, the claim may not have been unattended, as 651Carpets states in their reply, but there was no way for us to know since no one would respond to our calls. It took a complaint on the Revdex.com website to get someone's attention. This, and the snide comments made in their response to my complaint are examples of the poor customer service we experienced. We trust that future communication will improve.
In May 2017 I had 651 Carpets install carpet in my living room witch has tile that borders the carpet. Long story short the installer for 651 Carpets did not use Cedar shakes to ramp up the carpet to the Height of the tile. I called 651 Carpets and talk to the Quality control guy about my carpet not being installed properly. After he came out and Inspected the carpet he then told me that the installer, installed the carpet to standard. Two days after he left my daughter cut her foot on the tile. I then tried to call multiple times to talk to the owner and have yet to hear anything back from them. I have posted multiple review on their Facebook page just to have them delete it off. If you value your money and kids feet Please do NOT use 651 Carpets.
We had carpets from 651 installed last week from a recommendation from our son and could not be more satisfied. The salesman brought us samples in our color, style and price range without overwhelming us with a lot of choices. The installers were just the BEST and I would request them again.
The installers did a great job!
Sales representative was very helpful with our in home estimate which led to our purchase.
Additionally, the installation went smoothly. Thanks. Carpet looks wonderful.
Nice job! nice carpet. affordable. on time. notification when arriving. respectful and I felt comfortable with the carpet installers in my home.
Great customer service. Representative was very patient, knowledgeable and answered all of our questions. My dad loves his new floors!
Absolutely amazing! If I could give them 10 stars I would! Excellent customer service. I was very indecisive but they were patient with me and helped me every step of the way. True Minnesotans, every person I worked with there was fantastic. My granite looks perfect, I couldn't be more happy. I'll definitely be returning!
651carpets is the only place I'll ever get carpeting from in the future. I can't even explain how satisfied I am. Amazing staff, friendly installers, very quick. Absolutely love this place!
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!
The company set up an appointment for install. They canceled the night before due to van issues. The next available date I could do was about a month later. I receive a call again, the day before, and now they don't have any product left to install. Not a great business to work with. The representative from the company continued to tell me how this is just how their business is operated. This is now the second time and my house has been packed up since the first date since stuff has to be moved for the install. I asked for a refund and they said they will not do that. I will never purchase from this company again.