Baker Bros.

We purchased bedroom carpet from Baker Brothers Chandler store for approx. $2700 and the day it was installed we started seeing little moths flying around our home especially in the 3 bedrooms. I called the store on 10-18 (2 days after the installation date of 10-16) and was told a service manager would be in touch with me on 10-20 or 10-21. We visited the store on 10-19 and showed the photos of the moths to the store manager. On 10-20 a service manager name [redacted] called to advise that it is impossible for the moths to have come from the carpet even though we are convinced that they were in the carpeting. (Our salesman said he had heard of worms in carpeting.) I asked [redacted] to send me an email confirming our conversation that he would not do anything for us at all, as I was hoping he would come to our home to look at them. He never sent an email.
We had to have a professional pest control service come to our home to spray down the brand new carpets. We are thinking of contacting a consumer action group such as 3 on your side or call 12 for action to have them investigate this issue for us.

Last Wednesday Baker Bros. installed $1800 worth of carpet in our master bedroom. As soon as they left, we discovered jewelry missing from our master bathroom. We immediately called the store, and were given the number for the corporate office. We called to let them know that jewelry was missing, including an antique wedding band, with the hope it might be recovered. They were going to call back the next day, but did not. Today I talked with another person, Chris who was totally non caring about the missing jewelry, and told us that they would do nothing to help us. He was flippant to the point of rudeness. When I asked if he had talked to the installers, he stated oh, he saw them every day. He has no customer service skills, and even had the nerve to ask if I had found the jewelry! It is evident that little to nothing was done to possibily help us, despite the fact we have been customers for over 30 years. We have lived in our home for over 40 years, and have never had anything taken before. We will never use Baker Bros again, and anyone who has installers in their home better watch them every second, because being licensed and bonded does not mean anything.

We recently purchased carpet for our living/dining area. The installation was a very difficult experience- the installers who never identified themselves were curt, difficult, hardly responded to a few questions and generally did not communicate well. The job was supposed to last one day but unexpectedly spanned two with household items left outside overnight. One item was damaged. We called the store requesting a representative from Baker Bros come to our home before the installers left. The response was they were at lunch but would call afterwards. Upon advice from the store, we did not sign the completion certification which made the installer very angry. No one ever followed up from Baker Brothers at all. They already had their money.

The entire experience with Baker Bros., Glendale AZ was outstanding. [redacted] is a real gentleman, knowledgeable and took the time to follow-up on several occasions. The installers were on time and did a very thorough and professional job. We are very pleased and would not hesitate to do business with [redacted] and the crew again.

My experience with the Baker Bros has been great from start to finish. They exceeded my expectations in all aspects. I would recommend them to anyone. The big box stores may pull you in with a cheaper cost per sq ft but when considering the additional cost you lose.

Review: On July 4, 2014 I ordered 1700 square feet of vinyl tile at a price of $12,000. I was required to put down 1/3 of the price or $4000, which I did. An installation date of Aug, 4, 2014 was scheduled. The last week in July I was called and told they did not have enough tile to do the job it would have to be reordered. They rescheduled the installation for Aug. 25, 2014 , the installers arrived started the installation of the tile and discovered that the tile was defective, so they stopped installing it. They took pictures and sent a field supervisor out, he took pictures and said they would have to talk to the company rep. A few days later I was told that it indeed was defective and they would have to order a new batch. They left some 60 + cartons of defective tile piled up in my living room . When the salesmen called the first week of Sept. to once again change the installation date to Sept 17, 2014, I asked when they were going to come and pick up the defective tile, he said he would get some one to do it. (As of today Sept.25, 2014 it is still in my house) On Sept 11th or 12th the salesmen called to say they got the tile in but the batch was more defective than the first batch and once again we would have to change the date of install to Sept 29,2014. On Sept 24th once again the salesmen called to ,guess what, change the date once again to Oct. 1, 2014. I have been waiting since July 4th to have flooring installed. I have had my furniture sitting out in the hot sun since Aug 23rd waiting for the flooring. I picked [redacted] because I thought it was a reputable company who cared about it's customers ,evidently I was wrong. One or two delays is understandable but to have to wait 3 months , or more, to get flooring is unacceptable. [redacted] has had my $4000 since July 4th and as of Sept 30th I still have no flooring. There has been no compensation offered, the only thing I hear from the salesman is "I'm sorry".

So to summarize : Ordered July 4th paid 1/3 down $4000. Install date Aug 4th

Rescheduled for Aug. 25th

Aug. 25 defective rescheduled Sept 17th

Sept 17th rescheduled Aug. 29

Aug, 29th rescheduled for Oct. 1 (MAYBE)Desired Settlement: Some kind of SUBSTANTIAL compensation and installation of flooring that is not defective . They make you put a substantial down payment on the flooring why should I not expect the same from them for all the aggravation, inconvenience and disappointment.

Business

Response:

First of all we would like to apologize again about the excessive delays. The manufacturer was having problems making the product on time and then correctly. We did offer to have Mrs. [redacted] re-select to another product during the difficulties, which she opted no to do. With that said, we did finally receive the material in and the installation was completed on 10/6. While we understand that sometimes I'm sorry is not enough, we had no control over the manufacturing process, and would not install the defective material knowing it was not acceptable. We are a reputable company and do care about our customers even though I can understand why during this process we could be perceived differently. Behind the scenes we were making every effort to get the material here sooner, including a batch that we received and did not bring out to the home because we checked in advance and found it to be unacceptable. Our operations manager is in contact with Mrs. [redacted] to review her complaint and as of this email, the floor has been installed and we are working on some minor adjustments, which would achieve the desired result and finished product.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

[redacted] I am still waiting for the minor adjustments to be completed then my complaint should be resolved.

Business

Response:

Our operations team is working with the Ohrazda's to fix those minor adjustments as per my initial email. These adjustments are already scheduled for 10/27. Based on this I would agree that it is not yet"resolved", but we are working diligently with them on this. The floor has been installed and we are going back fix a couple of planks and then try to help some of the visual issues in the entry area. Thanks

Review: After purchasing an historic home that included a basement 16 months ago, we solicited Baker Brothers to install a new carpet in said basement as the previous owners had aging pets. Service was poor to begin with as the installers arrived 6 hours late to place the carpet. When they left, they failed to clean up all the carpet fragments and garbage. We complained to Baker Bros, but not even an apology was given. Fast forward to the recent heavy downpour. Immediately after the rain, we inspected the basement a d found the carpet damp in the corner under the window well. We pulled up the carpet corner and found the carpet pad soaked in a 3x5 area from the corner. Along the edges were the old carpet tack strips with long standing water damage with Baker Bros's new tack strip in front. We removed the soaked carpet pad and discarded it and dried out the carpet itself. We contacted Baker Bros. To inquire why they would simply install the carpet without alerting us to possible foundation/water leaking potential. Had we been notified, we would have had our foundation checked prior to laying a new carpet rather than just covering it up. Their responses were rude, defensive and uncooperative. They continued to assert that there was no way they could make a judgement like that and that recognizing water damage was beyond their professional abilities. We asked that they send an inspector to ascertain from the now bare floor if that is the case. After setting up a time to inspect, [redacted] called back saying that there's no point in sending out an inspector as the owner would refuse to claim responsibility for anything even if there was evidence of water or mold. I said I simply want someone to come out and look at it before you make a judgement from afar. He simply refused to send the inspector to our house and cancelled the appointment. Since they will refuse any rectification anyways, what was the sense in sending an inspector.Desired Settlement: A thorough inspection and honest judgement of whether their installers should have pointed this situation out to us as new homeowners. An apology from a belligerent [redacted] would be nice too.

Business

Response:

We apologize for the unforeseen delay 18 months ago on the installation. We did have our installers work overtime to complete the installation on time. If the installers failed to clean up the mess, we apologize for that as well. We have no record in our system regarding any visible problems at the time of installation with the area where we installed carpet. We have not been notified of any failure of the installation or other problems with the carpet in the 18 months since the installation. The problem Mr. [redacted] is experiencing is based on the recent rain storms that caused water damage to his basement. As with most everything else, tacks strip can change appearance over the course of time so there is no way to look at tack strip after the recent water damage to Mr. [redacted] basement to determine that a problem existed 18 months prior. There will definitely be a difference in appearance from the tack strip that was not replaced to the tack strip that we installed 18 months ago. This in no way is an indication of a problem that existed prior to our installation. A site visit would not change that . The only request we have received from Mr. [redacted] is for Baker Bros to come out and acknowledge that a problem existed 18 months ago, which we would be unable to acknowledge from tack strip. There is no way to confirm that the condition of the floor after the water damage is the same as the condition we found 18 months ago. If Mr. [redacted] needs assistance in re-installing his carpet or replacing his flooring, we would be happy to review that request and offer some solutions.

I would like to share my experierance dealing with this company. Cause I feel their sales people are mis leading and don't stand by their word or understand what it takes to prep and install products !
I had 1/2 engineered hardwood floor installed in my house.
I met with Leann ( sales lady ) at her store pick out some samples then set a time to meet at my house for measure , chose samples and talk about the scope of the job.
She was really nice but tried to sell me on everything. Example move my washer and dryer , furniture , old floor tile removal.
I said no thanks I'll do it myself.
I had concerns of T moldings used. I didn't want them. I want the new floors butted up to existing floors. They were the same height except the bathroom. But I didn't care cause I was going to remodeling it shortly after the wood flooring was done. She kept saying we couldn't warranty the floor with out T moldings but then after we went back and forward she said we'll just leave it up to the installers. And then she told me that after I remove the tile I could leave the existing thinset because they have to grind my floors (concrete slab) anyways to prep for the new wood floor. I said that is a lot of work I can't believe you would grind that and consider it part of the prep. She repeatedly said its no big deal it's a small part of your job and its part of the prep. I got a bad feeling from then on but I took her for her word. She was at my house seen what I was talking about !
A couple days later we met to sign the contract and pay my large deposit at the store. She told me that she needed to put 2 t moldings on the job for the seams cause of warranty. I said I don't want them so why should I pay for something I didn't want. The floor should line up flush. She said talk with the installers to decide. I was done arguing with her. It seems she was looking for extra things to charge me. The last document she gave me to sign was about extra costs to grind sub floors.
I asked her if this was about thinset !
She said no it's if you have a seam between to slabs that needed to be grinded.
She reassured me that my thinset removal was a small part of my job and it is considered part of the prep. So again I took her word.
I spent a Sunday doing the old floor removal and the installers came on a Wednesday to start as scheduled.
These guys (installers) were professional. We talked about the scope of the job and they were shocked that their sales people would consider thinset part of the prep. He said he has to charge them to grind it. He did say the t moldings weren't needed though.
I was p[redacted] cause I knew she was going to call and ask for more money.
She did call 2 hours later and politely stated there were going to be a addition of $666.00 for the thinset to be removed.
I said no we discussed it multiple times. She then said we can't finish the job on time till you agree in a condescending voice.
I asked her to have her boss call me.
Chris T[redacted] called a hour later asked me my side of the story. Called me back a little while later stating it's a he said she said story so you'll have to pay to proceed !
I said lets have a conference call then if she is stating different. He didn't care to hear it or come to any kind of understanding that maybe his sales person was promising things that weren't true. He said you should of had it in writing. Wow really !
I said I gave a large deposit , my house is torn up , installers left , and you guys are trying to make a profit off this / charge more considering your employee stated things that weren't true.
We got disconnected then. He called back and left a message saying we are waiting for you to make a decision if you want to pay or do it your self.
I called back and left a message and I said you guys didn't even try to give me a choice. I would make other arrangements cause I refused to give them any more money and I said I would right a letter.
No respone from him or her just the installers hours later.
End of story the installers were great. They acually cared about the job and not the sale of it !
It's been a week since the job was done and I have not got any follow up calls from Leann or Chris.
I'm not surprised !

Excellent service. A very good retail specialist, LeAnn, provided great advice and service.

**, our salesman, was extremely helpful and a very considerate man. Both of us are well into our 80s and he explained very thoroughly the type of tile we were interested in and generally answered all our questions. The installation people were prompt and did a topnotch job. We both highly recommend ** and the installation group. [redacted] and [redacted]