Dear Ms [redacted] , This order has been processed for a mail refundThe material was a special order, but I did make arraignments for this client to cancelA check has been sent Thank you, Thomas P [redacted]
Dear Revdex.com,We have serviced Ms [redacted] installation and replaced boards that were topically damaged caused by an external forceThere was (1) single board at the time that had a factory blemish and we replaced other boards at the same time to assist in satisfying the customerThe manufacturer will not warranty against scratches, but we scheduled an appointment for 12/19/for the installer to return and review the claims that Ms [redacted] made on a seam that was rising in the boardWe called on Friday to CONFIRM this appointment and to offer an approximate time of arriveMs [redacted] had then brought up the issue that she wanted MORE boards replaced that were scratchThis is NOT a warranty issue, so we tried to explain that we might only be able to inspect this on Saturday.Ms [redacted] became extremely verbally abusive and consistently used foul language and was very loud and combativeWe thought it would be best to call her Saturday morning on the 19th.The next morning at 8AM I had the installer in the office and called Ms [redacted] myself to explain his visit and what to expect and that we may have to have a representative from the factory come out depending what we found that dayShe immediately became combative and she was actually screaming into the phoneI have attached pictures for review, as you can tell this is abuse to the flooring and there are multiple scratches across several boardsI was not going to send anyone to her home to be put in that positionshe was abusive and continued to use foul language.We contacted t he manufacturer and they are having an independent inspection office contact Ms [redacted] and conduct a factory inspectionOnce this is complete we will proceed accordinglyWe also sent a registered letter on 12/19/immediate followingI have attached that as well as the email form [redacted] that they will be conducting the inspection.If Ms [redacted] would conduct herself in a semi-professional manner this could all have been avoidedNo one lied to her ever, but we will not allow our employees to be abused by consumers, especially when we are trying to help
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 10265340, and find that this resolution is satisfactory to me Regards, [redacted]
We do not have a contract with Mrs [redacted] and we have not sold or installed any flooring for herWe did work for the builder of the complex in 2006-Rochester Linoleum and Carpet One fulfilled its contractual agreement in for any service or warranty work for the One Year TermI do not know who maintenances this project or if they are individually ownedWe did receive a call from Mrs [redacted] and we contacted the manufacturer on her behalf and forwarded their representatives the customers photos, her concerns and her information I do not believe that this complaint is valid as we have not sold or installed any products for herWe will continue to assist her in any communication with the FactoryThank you, Thomas P
Our service department contacted the customer and they have protested their credit card although the Special Order Material has been received by us and we have attempted to schedule a delivery Thank you, Thomas P [redacted]
Our service department DID file a claim on 9/15/15, after our initial on site inspection on 9/2/This is in the hands of the manufacturer at this point and the customer was notified that an independent inspection service would be contacting him soonThis is not a long process, but it is necessary to comply with the factory inspection requirementsWe will get results soon and follow up accordingly Thank you, Thomas P [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 10680704, and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.]DID NOT RECEIVE A TELEPHONE CALL FROM TOM LIKED HE SAID HE WOULD!!!!! THIS IS WHAT MY ORIGINAL COMPLAINT HAS BEEN - NO ONE FOLLOWS THROUGH WITH ANYTHING THEY PROMISE!!!!!SO UPSETTING AND POOR CUSTOMER SERVICE!!!!!!!!! Regards, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear belowTo my knowledge the deposit has not been returned I am still disputing this with my credit card company Rochester tile and carpet one responded that I had signed a contract and it was special order However when I bought it the salesperson told me it was in stock I recently attempted to contact the salesperson again requesting my money back Strangely I have not heard back from the salesperson This is vinyl tile-its pretty common not an exotic flooring When I bought it I was told that I could even receive it the same day I have never received an apology from the store I would have difficulty trusting that the apology would be genuineThe deposit was regards, Karen [redacted]
I response to this rejection: I understand the customers frustration due the availability of a product especially when they are anxious to have a project completed If the client feels that the special order is "not that special" doesn't justify that it can be returned Furthermore, although I do not agree with the Sales Associate's response to the clients frustration, I now must point out that our Sales Manager observed the response, but that the client came into the store very aggressive and was extremely loud and borderline abusive I fully understand that these things happen out of frustration, but there needs to be mutual respect Ultimately, the product was delivered and it is not returnable to the millIf the customer is in need of any other flooring, I would consider exchanging this for something that she may have better use forShe is welcome to contact me at anytime to discuss this Thank you, Thomas P [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted]
Receipts were giving at the time the sale was madePlease see the attachmentMs [redacted] signed on the agreements in her home on 4/12/The $deposit was split between two separate invoicesOne for Carpet # [redacted] , and the second was for the [redacted] Counter Top # [redacted] Both invoices were financed for Months with no interest and equal payments via [redacted] financialThe carpet installation was completed on 4/16/and that invoice is included in the attachment and is signed that they are satisfiedIn reference to the counter top, our fabricator and our service department have left multiple messages to re-template and complete the orderThis process has 4-weeks as we normally requireWe are anxious to complete this installation as soon as possible, but we do need a return call to set up the appointmentThank you, Thomas P
I will be faxing copy of contract as requestedIt is not easy to read, so I think it will be even worse as a faxI read response from Rochester Linoleum, it was worth noting that they did not call it a "special order"I did call numerous times prior to 4/11/2015, to cancell orderSpecial orders do not have a style name "Galleria Pride" or a SKU "1415"Thanks, [redacted] ***
Ms [redacted] had chosen carpeting for a set of stairs and hallwayAfter the installation, Ms [redacted] came to the showroom and made us aware that the color installed was not what she had chosen and wanted it replacedThey were both earth tones and similar, but the color installed was different from the carpet she was expecting, this has never been disputedThe product was re-orderedOccasionally these products can take an extended amount of time to arrive, and in this case this particular color was back ordered, and was in productionThe product dates vary and change with out notice, but in the meantime, the carpet that was installed had stayed installed in her home, as we had anticipated that we would keep the carpet installed on the stair case until the new one was in to replaceMs [redacted] was frustrated that it took as long as it did to arrive and had refuse to allow us to replace the original carpet once it had arrivedAs of today we are scheduled to install the new carpet on May 28th, Hopefully this will resolve the complaintThank you, Thomas P
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below I spoke to MrP [redacted] on Monday, August 10th, 2015, the conversation ended with him stating that he would look into what else could be done for me He called back at approximately 2:on Wednesday August 12, and left a voice mail to return the call, which I did later that afternoon I also tried to follow up with him the next day and left him a second voice mail to return my call Since the 12th, I've not heard from him This is in keeping with the habit of the employees of Rochester Linoleum/Carpet One of not returning phone calls I'e been led to believe at every step of the way that the company would make this situation right First by Richard, our salesman, them by Richard, the store manager, the service department and finally, MrP [redacted] during our phone conversation I've been told by everyone that I've spoken to that this is not the way they do business, and this is not the reputation that they want in the community It has become apparent to me that I should have looked them up with the Revdex.com prior to purchasing carpet from them, as the long list of complaints against them certainly would have been a deterrent MrP [redacted] was rude and argumentative during our conversation, continually talking over me, even scoffing at the notion of a Revdex.com complaint, stating that it means nothing It wasn't until I pointed out that, having worked in customer service myself, sometimes you have to take the verbal beating and smile in the name of service that he calmed down and let me speak with fewer interruptions I will continue to pursue this because I refuse to be intimidated by someone treating me like a dumb broad on the phone Regards, [redacted]
First of all, contrary to what you have stated, they have NOT gotten back to me In fact, most of my correspondence with them has been from me They say they will get back to me but never do Their letter to you was misleading It was NOT the sub floor that was the problem It was the Luan flooring they put down prior to the linoleum There was NO squeaking before their work and now major squeaking just as you enter my kitchen I refuse to pay for any remediation they suggest My final offer:They pull out the whole floor and redo the project ORGive me my money back so I can go to another flooring dealer.They are obviously giving you lip service only[redacted]
Dear Revdex.com,Our Service Manager,Robin, has left the customer a VM that we would like to set up a date to complete the installation.We apologize for any miss-communication, and we are eager to get this completed for them as soon as possibleWe hope to speak to them soon!Thank you,Thomas P [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.]While I understand the installation date on the contract may change, what I do not understand or accept is that on three separate days I confirmed the installation would occur on 11/8/and only when we called when no one called us or showed up on the rescheduled installation date were we told our carpet was not in RochesterWhy, when our carpet was not in Rochester on 11/were we told it was ready for installationWhy were we not called and informed there was a delayThat would have been good customer serviceThis lack of contact followed by changing stories and outright rudeness from salesman Brown are unacceptableI will say Richard S [redacted] was polite albeit frustrated by our pursuit of a resolution to our situation Regards, [redacted]
I spoke to Andre today after calling times and he said it wont be deliverd until next week now sometime and was having Ricahrd call me back I work inthe are so I went on my lunch hour and spoke to Richard who said he is not sure when it will be delivered and has his boss looking into it I keep asking for a refund and they change the subject I want my money back and sick of being treated like this I can go to a different place and have my floor in a week I told them I keep being told someone will call me back and it si me who keeps calling for answers everytime I get a different story and I have had it weeks is way too long and still no product richard did offer me a different floor that I could have today but it is not what I bought or the best product for what I am looking for is there a way for me to talk with this Tom guy that has responded to you I dont like being walked on and want my money back to I can get waht I paid for elsewhere
Dear Ms [redacted] , This order has been processed for a mail refundThe material was a special order, but I did make arraignments for this client to cancelA check has been sent Thank you, Thomas P [redacted]
Dear Revdex.com,We have serviced Ms [redacted] installation and replaced boards that were topically damaged caused by an external forceThere was (1) single board at the time that had a factory blemish and we replaced other boards at the same time to assist in satisfying the customerThe manufacturer will not warranty against scratches, but we scheduled an appointment for 12/19/for the installer to return and review the claims that Ms [redacted] made on a seam that was rising in the boardWe called on Friday to CONFIRM this appointment and to offer an approximate time of arriveMs [redacted] had then brought up the issue that she wanted MORE boards replaced that were scratchThis is NOT a warranty issue, so we tried to explain that we might only be able to inspect this on Saturday.Ms [redacted] became extremely verbally abusive and consistently used foul language and was very loud and combativeWe thought it would be best to call her Saturday morning on the 19th.The next morning at 8AM I had the installer in the office and called Ms [redacted] myself to explain his visit and what to expect and that we may have to have a representative from the factory come out depending what we found that dayShe immediately became combative and she was actually screaming into the phoneI have attached pictures for review, as you can tell this is abuse to the flooring and there are multiple scratches across several boardsI was not going to send anyone to her home to be put in that positionshe was abusive and continued to use foul language.We contacted t he manufacturer and they are having an independent inspection office contact Ms [redacted] and conduct a factory inspectionOnce this is complete we will proceed accordinglyWe also sent a registered letter on 12/19/immediate followingI have attached that as well as the email form [redacted] that they will be conducting the inspection.If Ms [redacted] would conduct herself in a semi-professional manner this could all have been avoidedNo one lied to her ever, but we will not allow our employees to be abused by consumers, especially when we are trying to help
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 10265340, and find that this resolution is satisfactory to me Regards, [redacted]
We do not have a contract with Mrs [redacted] and we have not sold or installed any flooring for herWe did work for the builder of the complex in 2006-Rochester Linoleum and Carpet One fulfilled its contractual agreement in for any service or warranty work for the One Year TermI do not know who maintenances this project or if they are individually ownedWe did receive a call from Mrs [redacted] and we contacted the manufacturer on her behalf and forwarded their representatives the customers photos, her concerns and her information I do not believe that this complaint is valid as we have not sold or installed any products for herWe will continue to assist her in any communication with the FactoryThank you, Thomas P
Our service department contacted the customer and they have protested their credit card although the Special Order Material has been received by us and we have attempted to schedule a delivery Thank you, Thomas P [redacted]
Our service department DID file a claim on 9/15/15, after our initial on site inspection on 9/2/This is in the hands of the manufacturer at this point and the customer was notified that an independent inspection service would be contacting him soonThis is not a long process, but it is necessary to comply with the factory inspection requirementsWe will get results soon and follow up accordingly Thank you, Thomas P [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 10680704, and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.]DID NOT RECEIVE A TELEPHONE CALL FROM TOM LIKED HE SAID HE WOULD!!!!! THIS IS WHAT MY ORIGINAL COMPLAINT HAS BEEN - NO ONE FOLLOWS THROUGH WITH ANYTHING THEY PROMISE!!!!!SO UPSETTING AND POOR CUSTOMER SERVICE!!!!!!!!! Regards, [redacted] ***
Business has resolved issue
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear belowTo my knowledge the deposit has not been returned I am still disputing this with my credit card company Rochester tile and carpet one responded that I had signed a contract and it was special order However when I bought it the salesperson told me it was in stock I recently attempted to contact the salesperson again requesting my money back Strangely I have not heard back from the salesperson This is vinyl tile-its pretty common not an exotic flooring When I bought it I was told that I could even receive it the same day I have never received an apology from the store I would have difficulty trusting that the apology would be genuineThe deposit was regards, Karen [redacted]
I response to this rejection: I understand the customers frustration due the availability of a product especially when they are anxious to have a project completed If the client feels that the special order is "not that special" doesn't justify that it can be returned Furthermore, although I do not agree with the Sales Associate's response to the clients frustration, I now must point out that our Sales Manager observed the response, but that the client came into the store very aggressive and was extremely loud and borderline abusive I fully understand that these things happen out of frustration, but there needs to be mutual respect Ultimately, the product was delivered and it is not returnable to the millIf the customer is in need of any other flooring, I would consider exchanging this for something that she may have better use forShe is welcome to contact me at anytime to discuss this Thank you, Thomas P [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted]
Receipts were giving at the time the sale was madePlease see the attachmentMs [redacted] signed on the agreements in her home on 4/12/The $deposit was split between two separate invoicesOne for Carpet # [redacted] , and the second was for the [redacted] Counter Top # [redacted] Both invoices were financed for Months with no interest and equal payments via [redacted] financialThe carpet installation was completed on 4/16/and that invoice is included in the attachment and is signed that they are satisfiedIn reference to the counter top, our fabricator and our service department have left multiple messages to re-template and complete the orderThis process has 4-weeks as we normally requireWe are anxious to complete this installation as soon as possible, but we do need a return call to set up the appointmentThank you, Thomas P
I will be faxing copy of contract as requestedIt is not easy to read, so I think it will be even worse as a faxI read response from Rochester Linoleum, it was worth noting that they did not call it a "special order"I did call numerous times prior to 4/11/2015, to cancell orderSpecial orders do not have a style name "Galleria Pride" or a SKU "1415"Thanks, [redacted] ***
I spoke to Mr***His product is on its way and we are scheduled for next week Thank you, Thomas P [redacted]
Ms [redacted] had chosen carpeting for a set of stairs and hallwayAfter the installation, Ms [redacted] came to the showroom and made us aware that the color installed was not what she had chosen and wanted it replacedThey were both earth tones and similar, but the color installed was different from the carpet she was expecting, this has never been disputedThe product was re-orderedOccasionally these products can take an extended amount of time to arrive, and in this case this particular color was back ordered, and was in productionThe product dates vary and change with out notice, but in the meantime, the carpet that was installed had stayed installed in her home, as we had anticipated that we would keep the carpet installed on the stair case until the new one was in to replaceMs [redacted] was frustrated that it took as long as it did to arrive and had refuse to allow us to replace the original carpet once it had arrivedAs of today we are scheduled to install the new carpet on May 28th, Hopefully this will resolve the complaintThank you, Thomas P
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below I spoke to MrP [redacted] on Monday, August 10th, 2015, the conversation ended with him stating that he would look into what else could be done for me He called back at approximately 2:on Wednesday August 12, and left a voice mail to return the call, which I did later that afternoon I also tried to follow up with him the next day and left him a second voice mail to return my call Since the 12th, I've not heard from him This is in keeping with the habit of the employees of Rochester Linoleum/Carpet One of not returning phone calls I'e been led to believe at every step of the way that the company would make this situation right First by Richard, our salesman, them by Richard, the store manager, the service department and finally, MrP [redacted] during our phone conversation I've been told by everyone that I've spoken to that this is not the way they do business, and this is not the reputation that they want in the community It has become apparent to me that I should have looked them up with the Revdex.com prior to purchasing carpet from them, as the long list of complaints against them certainly would have been a deterrent MrP [redacted] was rude and argumentative during our conversation, continually talking over me, even scoffing at the notion of a Revdex.com complaint, stating that it means nothing It wasn't until I pointed out that, having worked in customer service myself, sometimes you have to take the verbal beating and smile in the name of service that he calmed down and let me speak with fewer interruptions I will continue to pursue this because I refuse to be intimidated by someone treating me like a dumb broad on the phone Regards, [redacted]
First of all, contrary to what you have stated, they have NOT gotten back to me In fact, most of my correspondence with them has been from me They say they will get back to me but never do Their letter to you was misleading It was NOT the sub floor that was the problem It was the Luan flooring they put down prior to the linoleum There was NO squeaking before their work and now major squeaking just as you enter my kitchen I refuse to pay for any remediation they suggest My final offer:They pull out the whole floor and redo the project ORGive me my money back so I can go to another flooring dealer.They are obviously giving you lip service only[redacted]
Dear Revdex.com,Our Service Manager,Robin, has left the customer a VM that we would like to set up a date to complete the installation.We apologize for any miss-communication, and we are eager to get this completed for them as soon as possibleWe hope to speak to them soon!Thank you,Thomas P [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.]While I understand the installation date on the contract may change, what I do not understand or accept is that on three separate days I confirmed the installation would occur on 11/8/and only when we called when no one called us or showed up on the rescheduled installation date were we told our carpet was not in RochesterWhy, when our carpet was not in Rochester on 11/were we told it was ready for installationWhy were we not called and informed there was a delayThat would have been good customer serviceThis lack of contact followed by changing stories and outright rudeness from salesman Brown are unacceptableI will say Richard S [redacted] was polite albeit frustrated by our pursuit of a resolution to our situation Regards, [redacted]
I spoke to Andre today after calling times and he said it wont be deliverd until next week now sometime and was having Ricahrd call me back I work inthe are so I went on my lunch hour and spoke to Richard who said he is not sure when it will be delivered and has his boss looking into it I keep asking for a refund and they change the subject I want my money back and sick of being treated like this I can go to a different place and have my floor in a week I told them I keep being told someone will call me back and it si me who keeps calling for answers everytime I get a different story and I have had it weeks is way too long and still no product richard did offer me a different floor that I could have today but it is not what I bought or the best product for what I am looking for is there a way for me to talk with this Tom guy that has responded to you I dont like being walked on and want my money back to I can get waht I paid for elsewhere