When a production of a product does not meet our "Goal Date" of installation, we will notify the customer as soon as possibleThe flooring product for this client was never "lost", just not available for their goal date of installationAt point of purchase, we will ask the customer for a goal date and include this on the invoiceThis invoice also states that the installation dates may vary due to availabilityAny delay is an inconvenience, we understand this, and we do contact the customers and offer an new installation date or an upgrade from inventory as an optionThe delay was approximately days and the installation has been completedI apologize for any inconveniences, but some delays are unavoidableThank 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 We have not received multiple calls from Rochester Linoleum for installationWe received ONE (1) call only after we disputed the credit card charges in an attempt to get our deposit backThis message advised the carpet "was on the truck" - something we had been told many times beforeWe received no additional callsNo calls were returned from managementEven after being promised to be called backAfter several months of trying to do business with this company, we can no longer wait and waitAny reasonable person would need to take some form of action out of fear they would never receive the product they purchasedWe made many attempts to discuss the issue with management and were ignoredIt was not only that "it took too long" - this issue is about being repeatedly lied to, no updates, no follow up and no product for monthsRochester Linoleum can not expect their customers to go for months being ignored and being ok with no communicationNow only after filing a Revdex.com complaint and disputing the charges, do they come back with any response at allTake a look at their Revdex.com file - it is full of similar complaintsThis is not a one-off issue and we do not want to pursue further business with Rochester LinoleumWe are simply requesting our deposit back and we would like to move on Regards, [redacted]
Dear Revdex.com:From reading the complaint I see that there obviously some miscommunication on our end and the information that we shared with the customer was either incorrect or not explained properlyAs of today , Saturday the 13thHer carpet was installed and the installation had gone satisfactoryFrom time to time we do make mistakes and I hope this was not to inconvenient to her schedulethank you,Thomas P [redacted]
There are no refunds on laminate flooring once it has been receivedWe did offer a store credit to Ms [redacted] , but she was not happy with that offerThis situation was resolved by us accepting the material to be returned and a full refund was givenThis was a policy adjustment and hopefully it will satisfy the customerThank you, Thomas P
Dear Ms [redacted] , The purchase of flooring was finalized on September 16th and the original scheduled goal date for installation was the third week of October The material was delayed in production and finally arrived and was installed 11/18/& completed on 11/20/ I am concerned that in her letter she claims an additional call was made on 11/28, but the installation was already completed I have attached a copy of the "Installer Invoice Copy", with the customer's signature on 11/20/stating that the installation was completed to her satisfaction Thank you, [redacted]
Dear Revdex.com, Because we are not able to come to an agreement with the customer, our Sales Manager will contact the customer to get this resolved Thank you, Thomas P
Dear Revdex.com, Our contracts state that the installation dates are goal dates and that if the materials are delayed the installation dates may varyWe are committed to make this and any customer happyDifferent answers to the same question are not unusual if there are changes or updates from a manufacturer and, or the shipping companiesFrom time to time they will give us conflicting information and at best, we can only report this to the customers as we see it at that time.We have schedule this client for installation on this coming Friday and we will have it completed on that dayThank you, Thomas P [redacted]
Dear Revdex.com,My apologies, but I just received this email notification this morning.I am looking into the complaint and we will be contacting the customer within the next hours with a resolution.Thank you,Thomas P [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***
Dear Revdex.com, First off I am taking Rochester Linoleum for their word that my floor came and that it was damaged I never saw the product or was offered to see it and make a choice Flooring is normally shipped in small boxes Any damage would not be detected unless all boxes are opened The substitute flooring that I was offered to replace what I chose and I looked at on Tuesday 8/was not the same stain (which on the phone they said it was) or the same kind of distressed wood that I had on my original choice That’s when I started looking at other samples off the floor with my salesman Lou and his kitchen designer for an hour and left around 6:with some pictures on my cell phone I did not really like any of them and I showed my husband and he did not care for any of the new choices eitherWe decided then we needed to ask for our deposit backOn Wednesday 8/when I went back to the Webster store to ask for a refund I spoke with a salesman named Tom He immediately got on the phone apparently with the [redacted] branch to speak with some authority there Tom gave me no name as to who he spoke with and it was a lengthy conversation around minutes They seemed to give him a hard time and I even offered to speak to whomever was on the other end so I could explain the situation When he got off the phone he told me I had to speak with Richard Sbut he was off that day On Thursday the 18th I first called and spoke to Richard S He told me that he needed to review the paperwork first to be fair to himself and me and that he would call me back I heard nothing from him and called back SaturdayHe told me that it was a special order I told him on my receipt it says nothing of a special order The conversation was unproductive at best The following week of the 22nd I called MrSagain asking for a refund of my money This time I am told that my flooring will be coming in soon If you refer to my previous letter I was told that my floor was on indefinite backorder and even the manufacturer did not know when it would be available for orders I told MrSthat I was tired of the lies and the stories and now I had heard at least three different versions of where my floor may beI no longer trust them I simply want my deposit refunded If this floor was truly damaged they should be able to return it to the manufacture for their monies My husband and I own our own business and if something is damage it is returned for credit or credit is issued After more phone calls which I have already told you about MrStold me (on 9/9) that he had passed my paperwork to Tom P I asked to speak to him and I was told he was gone for the day and could not be reached until Monday 9/ No attempts were ever made to contact me except for the initial call that my floor “came in damaged” I am not an unreasonable person I went in as requested and looked at other flooring for over an hour There was none to our liking nor did they produce the original product therefore a refund is reasonable The fact that I had no flooring from Rochester Linoleum set our kitchen remodel back by over a month
This material is in and was a special order that was delivered this past weekThe ***'s have been notified and this is not a cancelable product Thank you, [redacted]
Rochester Linoleum seems to want to avoid the real issue here The photo of the floor that they submitted was taken by them after the SECOND installer removed it from my floor and brought it back to the store So, that isn't even the issue that is in debate right now That plank was replaced My major concern right now is that they refuse to fix the damaged floor caused by their installers on the SECOND visit I have attached photos showing that the end of the plank is bent up as a result of the installers trying to jam two planks together, that were not cut properly, to fit together Rochester Linoleum keeps telling me to refer back to the contract that states any defect in the floor is covered under the manufacturers warranty, but it fails to acknowledge the statement directly under that saying that installation is guaranteed for one year from date of install They continue to address my main issue and they keep trying to push it off to the manufacturer I have had other independent installers come and look at the floor and they said that the floor is NOT defected, it's all about the installer trying to kick a piece into a place where it didn't fit I sent them the same pictures that are attached the Friday afternoon when they claimed I was verbally abusive, but they failed to address that or post that in their response.Furthermore, I in NO WAY was verbally abusive to anyone at Rochester Linoleum Was I upset? There is NO DOUBT about that I was/am still upset and beyond frustrated with the way they are trying to twist things around and not deal with the exact matter at hand, but I never swore or used any profanity in talking with them I was at work at the time of the call on Friday and I had co-workers standing around listening to the conversation I would have gotten fired if I was yelling profanities in the office, so that definitely didn't happen.I am expecting that Rochester Linoleum will stand being their contract and fix the problem that was caused by their installers
Dear Revdex.com, My ApologizesThe materials had already been picked up at our Victor locationThe customer pointed out that the material was mile away from were their original purchase was madeWe offered to deliver it, but he declinedWe also would have delivered it to the original location the next dayThank you,Thomas P [redacted]
My mother had to pay another $260+ to get the carpet Richard S [redacted] is a horrible manager In order for my mother to put this behind her, we just paid the so called delivery fee and had the carpet delivered to my home We now have x feet of carpet we have no use for The company is the worst ever and I feel sorry for anyone who uses them My husband spoke to Richard S***, the manage on Saturday, who doesn't even remember speaking to my husband on the 10th of November How this company survives is beyond me We are all very dissatisfied but glad it is over Time to go on and be done with this horrible experience Let me know if you need any carpet!
This complaint is blatantly over exaggerating minor repairsThe carpet ins not cut short, the customer keeps lifting the product of the "pins" in which it is stretched on toThere has not been missed calls, and we have been to the home several timesWe have photos and we will be sending a letter to the customer explaining our positionThe customer is demanding money or they will start an online complaint campaign, this is a terrible use of the internet and abusive to a company that is trying to service them even though we have been subjected to foul language and verbal abuse by this customerThere will be no discount as we have not found any reason for itThe product is installed properlyCarpeting is a tufted product made on a loom and has the unfortunate possibility of developing frayed edges and sprouts of fibers that can occur after a proper installationThis is not unusual, and it will need to be servicedWe will be happy to do this under the supervision of both customersOur service department has been in touch with the customer and we will continue to pursue a resolution as long as we are allowed to do soThank you, Thomas P
Our service department will contact this clientAll materials from this manufacturer are going to be available later this coming week and we will be filling their order soon afterWe apologize for any inconveniences that we may have caused Thank you, Thomas P [redacted]
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 do not have a problem with the carpet or the installation of the carpet, it was installed in a timely manner as promisedThe problem is the counter top First it was promised in a 2-week time period, which was not deliveredI called numerous times for updates and was given the run aroundNo one could even have the courtesy to return my call until I filed this complaint with you, The Revdex.comI received a Credit card statement in the mail and I don't even have the product in my homeWhat kind of business is this? Rochester Linoleum and carpet one failed to Keep up their end of the deal, I ordered this product on 04/09/and it was supposed to be installed by the end of April, it is now 05/26/I no longer want this product, I would like my full $deposit to be applied to the carpet purchase so I can be done with this poor excuse for a business 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 below. This company has called and scheduled a date to assess our carpet installation but nothing has actually been done yet so this is not officially resolved. If Mr. P [redacted] would review the entire complaint there are numerous issues. 1) I was promised an install date that they had to post-pone. I was promised a May 4th install over the phone by the salesman on April 29th, I was also promised this in person when I visited the showroom to select a carpet. The main reason for the date & carpet change was because he said we would have seams if we went with the carpet we wanted, at least this is what he informed me. We chose another carpet that we were told we would not have seams with and could be installed sooner but after the promised date however this carpet has seams, all over the place. 2) I was shown 3 different samples for the carpet I wanted but all were different. 3) The salesman we dealt with was not extremely helpful, trying to encourage us to purchase a carpet that was absolutely nothing like what we wanted, then calling another carpet "trash" but then trying to upsell it when we were ready to walk. 4) Installers showed up earlier than requested, without proper notification. 5) I was promised a carpet with no seams but there are numerous seams in two offices and part of the carpet is already falling apart. 6) The tack strips were not properly installed either and we had to fix their poor installation job. My choice to reach out via [redacted] is not unprofessional, other potential or current customers should be made aware of their poor business skills if they are going to do business with them. I have read numerous reviews of the store managers and district manager ignoring phone complaints so I used the Internet which is completely acceptable. Had my [redacted] complaints been addressed I would not have to go thru BBB, I should not be shamed for my method of reaching out to this business. Like I stated in the original complaint, I am not only requesting that the carpet be repaired but a partial refund. Regards, [redacted]
Dear Revdex.com,The flooring for [redacted] arrived earlier this week and was installed on 10/11/and the moldings were completed on 10/13/I believe that everything was installed to their satisfactionWe apologies for the delay, but we can only convey the information that we receive from the Manufacturers for delivery.We appreciate the opportunity and will do our best to improve our communication.Thank you,Thomas P [redacted]
When a production of a product does not meet our "Goal Date" of installation, we will notify the customer as soon as possibleThe flooring product for this client was never "lost", just not available for their goal date of installationAt point of purchase, we will ask the customer for a goal date and include this on the invoiceThis invoice also states that the installation dates may vary due to availabilityAny delay is an inconvenience, we understand this, and we do contact the customers and offer an new installation date or an upgrade from inventory as an optionThe delay was approximately days and the installation has been completedI apologize for any inconveniences, but some delays are unavoidableThank 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 We have not received multiple calls from Rochester Linoleum for installationWe received ONE (1) call only after we disputed the credit card charges in an attempt to get our deposit backThis message advised the carpet "was on the truck" - something we had been told many times beforeWe received no additional callsNo calls were returned from managementEven after being promised to be called backAfter several months of trying to do business with this company, we can no longer wait and waitAny reasonable person would need to take some form of action out of fear they would never receive the product they purchasedWe made many attempts to discuss the issue with management and were ignoredIt was not only that "it took too long" - this issue is about being repeatedly lied to, no updates, no follow up and no product for monthsRochester Linoleum can not expect their customers to go for months being ignored and being ok with no communicationNow only after filing a Revdex.com complaint and disputing the charges, do they come back with any response at allTake a look at their Revdex.com file - it is full of similar complaintsThis is not a one-off issue and we do not want to pursue further business with Rochester LinoleumWe are simply requesting our deposit back and we would like to move on Regards, [redacted]
Dear Ms [redacted] , I will have our purchasing agent contact the customer and discuss installation dates wither Thank you, [redacted]
Dear Revdex.com:From reading the complaint I see that there obviously some miscommunication on our end and the information that we shared with the customer was either incorrect or not explained properlyAs of today , Saturday the 13thHer carpet was installed and the installation had gone satisfactoryFrom time to time we do make mistakes and I hope this was not to inconvenient to her schedulethank you,Thomas P [redacted]
There are no refunds on laminate flooring once it has been receivedWe did offer a store credit to Ms [redacted] , but she was not happy with that offerThis situation was resolved by us accepting the material to be returned and a full refund was givenThis was a policy adjustment and hopefully it will satisfy the customerThank you, Thomas P
Dear Ms [redacted] , The purchase of flooring was finalized on September 16th and the original scheduled goal date for installation was the third week of October The material was delayed in production and finally arrived and was installed 11/18/& completed on 11/20/ I am concerned that in her letter she claims an additional call was made on 11/28, but the installation was already completed I have attached a copy of the "Installer Invoice Copy", with the customer's signature on 11/20/stating that the installation was completed to her satisfaction Thank you, [redacted]
Dear Revdex.com, Because we are not able to come to an agreement with the customer, our Sales Manager will contact the customer to get this resolved Thank you, Thomas P
Dear Revdex.com, Our contracts state that the installation dates are goal dates and that if the materials are delayed the installation dates may varyWe are committed to make this and any customer happyDifferent answers to the same question are not unusual if there are changes or updates from a manufacturer and, or the shipping companiesFrom time to time they will give us conflicting information and at best, we can only report this to the customers as we see it at that time.We have schedule this client for installation on this coming Friday and we will have it completed on that dayThank you, Thomas P [redacted]
Dear Revdex.com,My apologies, but I just received this email notification this morning.I am looking into the complaint and we will be contacting the customer within the next hours with a resolution.Thank you,Thomas P [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***
Dear Revdex.com, First off I am taking Rochester Linoleum for their word that my floor came and that it was damaged I never saw the product or was offered to see it and make a choice Flooring is normally shipped in small boxes Any damage would not be detected unless all boxes are opened The substitute flooring that I was offered to replace what I chose and I looked at on Tuesday 8/was not the same stain (which on the phone they said it was) or the same kind of distressed wood that I had on my original choice That’s when I started looking at other samples off the floor with my salesman Lou and his kitchen designer for an hour and left around 6:with some pictures on my cell phone I did not really like any of them and I showed my husband and he did not care for any of the new choices eitherWe decided then we needed to ask for our deposit backOn Wednesday 8/when I went back to the Webster store to ask for a refund I spoke with a salesman named Tom He immediately got on the phone apparently with the [redacted] branch to speak with some authority there Tom gave me no name as to who he spoke with and it was a lengthy conversation around minutes They seemed to give him a hard time and I even offered to speak to whomever was on the other end so I could explain the situation When he got off the phone he told me I had to speak with Richard Sbut he was off that day On Thursday the 18th I first called and spoke to Richard S He told me that he needed to review the paperwork first to be fair to himself and me and that he would call me back I heard nothing from him and called back SaturdayHe told me that it was a special order I told him on my receipt it says nothing of a special order The conversation was unproductive at best The following week of the 22nd I called MrSagain asking for a refund of my money This time I am told that my flooring will be coming in soon If you refer to my previous letter I was told that my floor was on indefinite backorder and even the manufacturer did not know when it would be available for orders I told MrSthat I was tired of the lies and the stories and now I had heard at least three different versions of where my floor may beI no longer trust them I simply want my deposit refunded If this floor was truly damaged they should be able to return it to the manufacture for their monies My husband and I own our own business and if something is damage it is returned for credit or credit is issued After more phone calls which I have already told you about MrStold me (on 9/9) that he had passed my paperwork to Tom P I asked to speak to him and I was told he was gone for the day and could not be reached until Monday 9/ No attempts were ever made to contact me except for the initial call that my floor “came in damaged” I am not an unreasonable person I went in as requested and looked at other flooring for over an hour There was none to our liking nor did they produce the original product therefore a refund is reasonable The fact that I had no flooring from Rochester Linoleum set our kitchen remodel back by over a month
This material is in and was a special order that was delivered this past weekThe ***'s have been notified and this is not a cancelable product Thank you, [redacted]
Rochester Linoleum seems to want to avoid the real issue here The photo of the floor that they submitted was taken by them after the SECOND installer removed it from my floor and brought it back to the store So, that isn't even the issue that is in debate right now That plank was replaced My major concern right now is that they refuse to fix the damaged floor caused by their installers on the SECOND visit I have attached photos showing that the end of the plank is bent up as a result of the installers trying to jam two planks together, that were not cut properly, to fit together Rochester Linoleum keeps telling me to refer back to the contract that states any defect in the floor is covered under the manufacturers warranty, but it fails to acknowledge the statement directly under that saying that installation is guaranteed for one year from date of install They continue to address my main issue and they keep trying to push it off to the manufacturer I have had other independent installers come and look at the floor and they said that the floor is NOT defected, it's all about the installer trying to kick a piece into a place where it didn't fit I sent them the same pictures that are attached the Friday afternoon when they claimed I was verbally abusive, but they failed to address that or post that in their response.Furthermore, I in NO WAY was verbally abusive to anyone at Rochester Linoleum Was I upset? There is NO DOUBT about that I was/am still upset and beyond frustrated with the way they are trying to twist things around and not deal with the exact matter at hand, but I never swore or used any profanity in talking with them I was at work at the time of the call on Friday and I had co-workers standing around listening to the conversation I would have gotten fired if I was yelling profanities in the office, so that definitely didn't happen.I am expecting that Rochester Linoleum will stand being their contract and fix the problem that was caused by their installers
Dear Revdex.com, My ApologizesThe materials had already been picked up at our Victor locationThe customer pointed out that the material was mile away from were their original purchase was madeWe offered to deliver it, but he declinedWe also would have delivered it to the original location the next dayThank you,Thomas P [redacted]
My mother had to pay another $260+ to get the carpet Richard S [redacted] is a horrible manager In order for my mother to put this behind her, we just paid the so called delivery fee and had the carpet delivered to my home We now have x feet of carpet we have no use for The company is the worst ever and I feel sorry for anyone who uses them My husband spoke to Richard S***, the manage on Saturday, who doesn't even remember speaking to my husband on the 10th of November How this company survives is beyond me We are all very dissatisfied but glad it is over Time to go on and be done with this horrible experience Let me know if you need any carpet!
This complaint is blatantly over exaggerating minor repairsThe carpet ins not cut short, the customer keeps lifting the product of the "pins" in which it is stretched on toThere has not been missed calls, and we have been to the home several timesWe have photos and we will be sending a letter to the customer explaining our positionThe customer is demanding money or they will start an online complaint campaign, this is a terrible use of the internet and abusive to a company that is trying to service them even though we have been subjected to foul language and verbal abuse by this customerThere will be no discount as we have not found any reason for itThe product is installed properlyCarpeting is a tufted product made on a loom and has the unfortunate possibility of developing frayed edges and sprouts of fibers that can occur after a proper installationThis is not unusual, and it will need to be servicedWe will be happy to do this under the supervision of both customersOur service department has been in touch with the customer and we will continue to pursue a resolution as long as we are allowed to do soThank you, Thomas P
Our service department will contact this clientAll materials from this manufacturer are going to be available later this coming week and we will be filling their order soon afterWe apologize for any inconveniences that we may have caused Thank you, Thomas P [redacted]
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 do not have a problem with the carpet or the installation of the carpet, it was installed in a timely manner as promisedThe problem is the counter top First it was promised in a 2-week time period, which was not deliveredI called numerous times for updates and was given the run aroundNo one could even have the courtesy to return my call until I filed this complaint with you, The Revdex.comI received a Credit card statement in the mail and I don't even have the product in my homeWhat kind of business is this? Rochester Linoleum and carpet one failed to Keep up their end of the deal, I ordered this product on 04/09/and it was supposed to be installed by the end of April, it is now 05/26/I no longer want this product, I would like my full $deposit to be applied to the carpet purchase so I can be done with this poor excuse for a business 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 below. This company has called and scheduled a date to assess our carpet installation but nothing has actually been done yet so this is not officially resolved. If Mr. P [redacted] would review the entire complaint there are numerous issues. 1) I was promised an install date that they had to post-pone. I was promised a May 4th install over the phone by the salesman on April 29th, I was also promised this in person when I visited the showroom to select a carpet. The main reason for the date & carpet change was because he said we would have seams if we went with the carpet we wanted, at least this is what he informed me. We chose another carpet that we were told we would not have seams with and could be installed sooner but after the promised date however this carpet has seams, all over the place. 2) I was shown 3 different samples for the carpet I wanted but all were different. 3) The salesman we dealt with was not extremely helpful, trying to encourage us to purchase a carpet that was absolutely nothing like what we wanted, then calling another carpet "trash" but then trying to upsell it when we were ready to walk. 4) Installers showed up earlier than requested, without proper notification. 5) I was promised a carpet with no seams but there are numerous seams in two offices and part of the carpet is already falling apart. 6) The tack strips were not properly installed either and we had to fix their poor installation job. My choice to reach out via [redacted] is not unprofessional, other potential or current customers should be made aware of their poor business skills if they are going to do business with them. I have read numerous reviews of the store managers and district manager ignoring phone complaints so I used the Internet which is completely acceptable. Had my [redacted] complaints been addressed I would not have to go thru BBB, I should not be shamed for my method of reaching out to this business. Like I stated in the original complaint, I am not only requesting that the carpet be repaired but a partial refund. Regards, [redacted]
Dear Revdex.com,The flooring for [redacted] arrived earlier this week and was installed on 10/11/and the moldings were completed on 10/13/I believe that everything was installed to their satisfactionWe apologies for the delay, but we can only convey the information that we receive from the Manufacturers for delivery.We appreciate the opportunity and will do our best to improve our communication.Thank you,Thomas P [redacted]