Carpet & Tile Mart

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: Pending correct fix Regards, [redacted]

September 2,2015To Whom It May Concern:This letter is in response to the concerns by [redacted] ( [redacted] is the actual customer) assigned to the ID listed above.Carpet and Tile Mart has strived to provide exceptional value, selection and service to our customers for over yearsWe always try to go the extra mile to satisfy all concerns from our valued customers.In this case in particular, we believe that we have provided all the necessary steps to satisfy their concerns.They brought up their concerns to us of the denting and the scratching of their hardwood and our store manager inspected their concerns.We found numerous dents in front of the refrigerator where clearly bottles were dropped on the floorWe could see the pattern markings in the wood similar to that of the bottom of liquor bottles [redacted] We could see where an office chair was used with castors on top of the hardwood which caused the hardwood to look like “wrinkled fabric” as they citeOther areas were identified where items were clearly dropped on the floorWe can provide pictures if necessaryPlease note that the customer was provided a care and maintenance guide upon purchase which explains the care and maintenance of HardwoodThe sales person was clear explaining that wood can dent and scratch.We explained that the damage was locally caused and that it was not an installation or a product issueThey were not happy with our decisionAt our expense we contacted a certified flooring inspector to inspect their floor and offer an opinion (see attached document of the inspection report).All hardwood can dent, scratch, gap and gouge if not properly maintained [redacted] As the inspection report indicates, the conditions in the home found the humidity level too high which will cause the wood to expand -possibly leading to cracksIn addition, the inspector found that the “scratches, indentations [redacted] marks, stains ....these issues are locally caused”We cannot control the behavior of our customers in regards to how they maintain their home or the activity in their homeThe report also indicated that the hardwood was installed properly.We regret that the installation and service level was not as timely as we wanted and apologizeIn short, we made a store manager change which delayed the timing of servicing themPlease note that we made many concessions to [redacted] with different installers to meet her expectations, which extended the tome line as well.Upon my investigation the product that was installed in the customer home was the product they selectedAlthough they looked as several different options, including hardwood milled by ***, in the end, they selected a Mahogany 5/8” productThe [redacted] scale does show that Mahogany Wood is higher than that of standard Oak wood products, The sales person recalls that [redacted] made many selections from many companies before making her final decision.The last communication we had from John was to give him $to complete some trim (piece of qtr round), which we agreed to (even though we had installers at his home to complete the trim, which he kicked out)The customer chose for us not to complete a little piece of trim, and the offer still stands to compensate him $to complete himself since he will not allow us to do itA signed completion form by the customer will be required.The last communication that I had with [redacted] was that we are standing by the findings of the Certified Flooring InspectorShe was clearly not happy with our position.I explained that she certainly can hire her own Certified Flooring Inspector if she feels that the first one was not accurate, but that is our position.We do apologize for any inconvenience to [redacted] and [redacted] , but have to stand by Certified Flooring Inspector's findings.Sincerely,Tom F.General Manager,

October 22, 2014Dear [redacted] ,This is in response to the complaint that you received on 9/27/with the ID of [redacted] relating to an installation by Carpet and Tile Mart.I have spoken to the Customer and was going to send out an Independent Inspector and explained to the customer that if the independent inspector came out and found that the floor was installed incorrectly that we would pay for the Inspection, but if he found that the installation was installed properly that the customer would have to incur that costThe Customer spoke with the inspector and found out what the cost would be and denied to have an inspectionHe decided to have our installer come out and address the issuesWhich this option had been offered to him before we got to this pointMy installer is going to the residence on Monday October 20th to address the concerns with the customer and fix the issue.We still have the issue that the Customer has not paid my installer the fee of $for work that he did on the initial installationThe Customer is disputing this total that it is only $148.50, this was the initial total due, until my installer had to cut a door down, which is an additional cost.We are doing everything we can to resolve this issue.Sincerely,Deborah WStore Manager

We, **. and [redacted] reject Carpet and Tile Mart's response dated September 14, 2015. Please see our attached response dated September 19, 2015. Thank you.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
Pending correct fix.
Regards,
[redacted]

10/2/14Dear [redacted],This is in response to the complaint that you received on 9/27/14 with the ID of [redacted] relating to an installation by Carpet and Tile Mart.The Customer has stated that the installation of his hardwood was installed incorrectly. This is inaccurate and we have discussed this...

with the customer on several occasions. The issue at hand is that we ordered transition pieces from an outside Vendor that coordinate with the floor. When they were installed it was brought to our attention that the color was off. So we re-ordered them at no cost to the Customer. Unfortunately they came in wrong again. contacted the outside Vendor to discuss the issue with them. They researched the issue and returned a call to me that the Manufacturer of the product had not updated the color line since 2010, something that we would not know. I had to ship 3 boards to the outside Vendor so that they could blend the transitions to the proper color. As we were working on the issue the customer was either informed by myself or the installer as to what was going on. All of this is being done at no cost to the customer. The store has gone above and beyond to make resolution of this issue. Has it taken a little long, yes it has, but that is not the fault of the Store. Due to the issues at hand I have given this customer $657.02 in merchandise, shipping and a customer Satisfaction refund. Also, the Customer has not paid the installer for extras that he did in the amount of $173.50.As of today 10/2/14 we have received the transitions that we sent to the outside Vendor to blend for the proper color. The color is correct. At this point I will not call the Customer until we can get this issue resolved.As far as us going in and ripping out a perfectly good installation, that is not the policy of the company. We are working to rectify the situation to the best of our ability.Sincerely,Deborah W. Store Manager

November 5, 2014Dear [redacted],This is in response to the complaint that you received on 10/30/14 with the ID of [redacted] relating to an installation by Carpet and Tile Mart.At [redacted] Carpet and Tile Mart we strive to provide the best possible service, selection and value to our customers. For the...

last 49 years we have gone out of our way to ensure that our customers are fully satisfied. This has been the cornerstone of our business. We apologize that the customer was not satisfied with our product or service level.Unfortunately there were some challenges with the installation and we did complete the job on October 24th. Due to the challenges at hand, we offered the customer a $100.00 customer satisfaction refund.in summary, we believe that we have tried to satisfy the concerns of the customer in many ways. We are also prepared to do the following as a good will gesture;• 20% off a regular priced Area Rug• Discount on a future purchaseRegards,Deborah W.

September 14, 2015To Whom It May Concern:This is our original response regarding [redacted] and [redacted] concerns. We are very firm on this. [redacted] and [redacted] are more than welcome to hire their own inspector. Inspectors we use are independent and are not affiliated with Carpet and Tile Mart in any way. Again we are sorry they feel the way they do but we have no other options at this point. We have gone above and beyond to make [redacted] and [redacted] happy. Made deductions on bill and we have been out to the house multiple times.

October 22, 2014Dear [redacted],This is in response to the complaint that you received on 9/27/14 with the ID of [redacted] relating to an installation by Carpet and Tile Mart.I have spoken to the Customer and was going to send out an Independent Inspector and explained to the customer that if the independent inspector came out and found that the floor was installed incorrectly that we would pay for the Inspection, but if he found that the installation was installed properly that the customer would have to incur that cost. The Customer spoke with the inspector and found out what the cost would be and denied to have an inspection. He decided to have our installer come out and address the issues. Which this option had been offered to him before we got to this point. My installer is going to the residence on Monday October 20th to address the concerns with the customer and fix the issue.We still have the issue that the Customer has not paid my installer the fee of $173.50 for work that he did on the initial installation. The Customer is disputing this total that it is only $148.50, this was the initial total due, until my installer had to cut a door down, which is an additional cost.We are doing everything we can to resolve this issue.Sincerely,Deborah W. Store Manager

September 2,2015To Whom It May Concern:This letter is in response to the concerns by [redacted] ([redacted] is the actual customer) assigned to the ID listed above.Carpet and Tile Mart has strived to provide exceptional value, selection and service to our customers for over 50 years. We always try...

to go the extra mile to satisfy all concerns from our valued customers.In this case in particular, we believe that we have provided all the necessary steps to satisfy their concerns.They brought up their concerns to us of the denting and the scratching of their hardwood and our store manager inspected their concerns.We found numerous dents in front of the refrigerator where clearly bottles were dropped on the floor. We could see the pattern markings in the wood similar to that of the bottom of liquor bottles* We could see where an office chair was used with castors on top of the hardwood which caused the hardwood to look like “wrinkled fabric” as they cite. Other areas were identified where items were clearly dropped on the floor. We can provide pictures if necessary. Please note that the customer was provided a care and maintenance guide upon purchase which explains the care and maintenance of Hardwood. The sales person was clear explaining that wood can dent and scratch.We explained that the damage was locally caused and that it was not an installation or a product issue. They were not happy with our decision. At our expense we contacted a certified flooring inspector to inspect their floor and offer an opinion (see attached document of the inspection report).All hardwood can dent, scratch, gap and gouge if not properly maintained* As the inspection report indicates, the conditions in the home found the humidity level too high which will cause the wood to expand -possibly leading to cracks. In addition, the inspector found that the “scratches, indentations* marks, stains ....these issues are locally caused”. We cannot control the behavior of our customers in regards to how they maintain their home or the activity in their home. The report also indicated that the hardwood was installed properly.We regret that the installation and service level was not as timely as we wanted and apologize. In short, we made a store manager change which delayed the timing of servicing them. Please note that we made many concessions to [redacted] with different installers to meet her expectations, which extended the tome line as well.Upon my investigation the product that was installed in the customer home was the product they selected. Although they looked as several different options, including hardwood milled by [redacted], in the end, they selected a Mahogany 3 5/8” product. The [redacted] scale does show that Mahogany Wood is higher than that of standard Oak wood products, The sales person recalls that [redacted] made many selections from many companies before making her final decision.The last communication we had from John was to give him $50.00 to complete some trim (1 piece of qtr round), which we agreed to (even though we had installers at his home to complete the trim, which he kicked out). The customer chose for us not to complete a little piece of trim, and the offer still stands to compensate him $50.00 to complete himself since he will not allow us to do it. A signed completion form by the customer will be required.The last communication that I had with [redacted] was that we are standing by the findings of the Certified Flooring Inspector. She was clearly not happy with our position.I explained that she certainly can hire her own Certified Flooring Inspector if she feels that the first one was not accurate, but that is our position.We do apologize for any inconvenience to [redacted] and  [redacted], but have to stand by Certified Flooring Inspector's findings.Sincerely,Tom F.General Manager,

Review: I had recently gone to carpet mart in [redacted] to purchase some hardwood flooring and it have it installed in my home. They brought the 31 boxes of flooring out to my home to adjust to room temperature about a week before installation. They started installation on Monday October 6. While installing on Monday the guys laying the flooring realized a few of the boxes were the wrong flooring. The manager of carpet mart was contacted and said that she would go to the Carpet mart in reading and pick up the correct boxes on tuesday and deliver them to the house. Tuesday came and went and the boxes of correct wood were never delivered to the home. On Wednesday morning I received a call from the installers that they would be a bit late because they now had to pick up the wood from the warehouse in [redacted]. This wasnt a problem for us, as we all make mistakes. Later that day I was informed the boxes from the reading warehouse were more incorrect wood. The job was supposed to be completed on that day. There was no way the job could be finished that day. I told them that we would not be in town for a few days but that they could deliver the wood on tuesday October 14 for the third time to adjust to room temperature. At this point the job is taking longer than it was supposed to due to errors of carpet mart. Tuesday the wood is delivered and we notice little holes in alot of the wood but know that some of the pieces get thrown out anyway. Thursday the guys come to lay the wood only to find out that all the wood except one box and a half is junk and full of worm holes. Once again we have to get wood delivered. Carpet mart wanted them to lay the new wood that day but as I know construction wood will buckle later on if it isnt adjusted to room temperature. So I called the store manager and explained I wanted to wood to acclimate to room temp before laying. She said someone could come out on sunday october 19 to lay the wood. At this point I am just disgusted at how many times they had to bring new wood and how long the job is taking but agree. I get a call Friday night that they cant get anyone to take the sunday job so it will have to be done on Monday. This is completely unacceptable for a business to take this long and this many mistakes. I called corportate and spoke to human resources about the situation and the lady completely agreed that this was absolutely ridiculous. She immediately transferred me to the presidents' voicemail as he was out of the office. I left a message and he never responded to me.Desired Settlement: I believe that I should be obtaining a decent amount of money off my job seeing as I was told it would be completed in 3 days and it took just about two weeks of my house being ripped up and mounds of wood piled up and numerous deliveries just to get this job done.

Business

Response:

November 5, 2014Dear [redacted],This is in response to the complaint that you received on 10/30/14 with the ID of [redacted] relating to an installation by Carpet and Tile Mart.At [redacted] Carpet and Tile Mart we strive to provide the best possible service, selection and value to our customers. For the last 49 years we have gone out of our way to ensure that our customers are fully satisfied. This has been the cornerstone of our business. We apologize that the customer was not satisfied with our product or service level.Unfortunately there were some challenges with the installation and we did complete the job on October 24th. Due to the challenges at hand, we offered the customer a $100.00 customer satisfaction refund.in summary, we believe that we have tried to satisfy the concerns of the customer in many ways. We are also prepared to do the following as a good will gesture;• 20% off a regular priced Area Rug• Discount on a future purchaseRegards,Deborah W.

Review: I have purchased hardwood floors with installation and they were installed incorrectly. The installation was made with incorrect matirials and after several attempt contacting them to remedy the problem the issue is still not fixed, it has been 2 month since the improper installation.Desired Settlement: I would like the company to uninstall the floors and receive a full refund.

Business

Response:

10/2/14Dear [redacted],This is in response to the complaint that you received on 9/27/14 with the ID of [redacted] relating to an installation by Carpet and Tile Mart.The Customer has stated that the installation of his hardwood was installed incorrectly. This is inaccurate and we have discussed this with the customer on several occasions. The issue at hand is that we ordered transition pieces from an outside Vendor that coordinate with the floor. When they were installed it was brought to our attention that the color was off. So we re-ordered them at no cost to the Customer. Unfortunately they came in wrong again. contacted the outside Vendor to discuss the issue with them. They researched the issue and returned a call to me that the Manufacturer of the product had not updated the color line since 2010, something that we would not know. I had to ship 3 boards to the outside Vendor so that they could blend the transitions to the proper color. As we were working on the issue the customer was either informed by myself or the installer as to what was going on. All of this is being done at no cost to the customer. The store has gone above and beyond to make resolution of this issue. Has it taken a little long, yes it has, but that is not the fault of the Store. Due to the issues at hand I have given this customer $657.02 in merchandise, shipping and a customer Satisfaction refund. Also, the Customer has not paid the installer for extras that he did in the amount of $173.50.As of today 10/2/14 we have received the transitions that we sent to the outside Vendor to blend for the proper color. The color is correct. At this point I will not call the Customer until we can get this issue resolved.As far as us going in and ripping out a perfectly good installation, that is not the policy of the company. We are working to rectify the situation to the best of our ability.Sincerely,Deborah W. Store Manager

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

Pending correct fix.

Regards,

Business

Response:

October 22, 2014Dear [redacted],This is in response to the complaint that you received on 9/27/14 with the ID of [redacted] relating to an installation by Carpet and Tile Mart.I have spoken to the Customer and was going to send out an Independent Inspector and explained to the customer that if the independent inspector came out and found that the floor was installed incorrectly that we would pay for the Inspection, but if he found that the installation was installed properly that the customer would have to incur that cost. The Customer spoke with the inspector and found out what the cost would be and denied to have an inspection. He decided to have our installer come out and address the issues. Which this option had been offered to him before we got to this point. My installer is going to the residence on Monday October 20th to address the concerns with the customer and fix the issue.We still have the issue that the Customer has not paid my installer the fee of $173.50 for work that he did on the initial installation. The Customer is disputing this total that it is only $148.50, this was the initial total due, until my installer had to cut a door down, which is an additional cost.We are doing everything we can to resolve this issue.Sincerely,Deborah W. Store Manager