Dear Ms [redacted] , I understand the frustration on the part of Mrs [redacted] , but we have acknowledged that there is a problem with the underlayment and we have offered a replacementThere are many factors that can contribute to an underlayment settling including moistureWhatever the reason, we are standing behind the installation and replacing it In regards to the installation and the materialWe purchase directly from [redacted] , not a distributorThe " [redacted] " product is not available to [redacted] or any other retailer in the area, it is made specifically for Rochester Linoleum & Carpet One and other Carpet One dealers around the countryIt is not a two or three day delivery and it is not a stock item for [redacted] It is a special order product and takes time to manufacture and be delivered The good news is that the material is produced it is in the process to be shipped, once received we will confirm the installation date and replace her existing floor with new Thank you, [redacted]
Revdex.com: Thanks so much for your help in trying to resolve this issueAlthough MrThomas P [redacted] (Rochester Linoleum & Carpet One) response GREATLY DIFFERS from what we know to be truthful in requesting this refund we are thankful for your helpAt this time we did receive a check today, Sat 4/11/for our refund BUT this check is made out to, [redacted] instead of my name, [redacted] Would it be too much to ask of you to help us get them to correct this by sending us a check with the correct name on it, as I do not believe my bank would except this?? Obviously they know the right name for your correspondence!! Is this another stalling tactic?? We have been trying to get our money back since January! 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 Regards, [redacted]
Dear Ms. [redacted] , This flooring has been installed and discounted for the inconvenience. The product was on order and it was to be communicated to the customer that they had a choice to wait for their [order or choose an item from stock. Our office mistakenly told them that there floor was not... available. Ultimately, we received what was ordered and it was installed. Thank you, Thomas P [redacted]
Dear Ms [redacted] , Multiple individuals from this company have made many attempts to complete this transaction by scheduling the installationWe have been told that they no longer want the merchandise because of the amount of time that it took to come inWe are hoping [to come to an agreement and have this installed Thank you, Thomas P [redacted]
Dear [redacted] Upon receipt of this complaint our sales manager called the provided phone number and left a voice messageWe did receive the refund request, but not until late March and it was marked "second Request" from our Henrietta locationMy apologies if there was an errorWe have already posted a check for a refund and I will follow up at the end of this week to see that the customer has received it Thank you, Thomas P
The material for this installation are received and have been received for over weeksWe have attempted to contact the customer and have not had a return callOur service department has sent a letter to please contact themWe are now waiting for a responseThank you, Thomas P
Please be advised that I finally received a refund check from Rochester Linoleum and Carpet Center the following day after the Revdex.com notified the company of my complaintAlthough I have not cashed this check, it is written on a local back, and I am fairly confident that the check is good I am fully convinced that without your help, no refund would have ever been received Thank you for all of your help and I am requesting that my complaint file now be closedSincerely yours, [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.**I've attached pictures of the rooms' appearances after the second installation on 10/24/This was how those rooms looked for the duration of time we were dealing with [redacted] until [redacted] installed new carpet for usThe pictures were taken on 12/7/2014."Mrs [redacted] purchased carpet on 9/18/and it was measured at her home on 9/20/The installation date was scheduled for 10/18/2014."These dates are all correct."During the installation which included labor to rip out the existing carpet and move the furniture we had detected a small defect in the office which only accounted for less than half the flooring installed at that pointWe left the product installed on her floor at that time and sent out an inspector to investigate the defect."The defect that Mr [redacted] referred to was not small; both the office room and bedroom had a shortage of carpet, as stated by the installers than came in that day."Mr [redacted] had determined that a small 'line' in the dye had been from the factory and he recommended that we replace that room only." The first installation was scheduled for 10/18/as mentioned early in Mr [redacted] 's responseHowever, this "small line defect" he is referring to was not present in the first installation carpetsThe defect was in fact a shortage of carpet in both roomsThe defect which Mr [redacted] was referring to was present in the second installation, that he failed to mention, which took place on 10/24/On that day, installers came to re-install carpet in the office room, which evidently had a line of dye on it and was unacceptable (Image titled Office #4)The bedroom still had the uninstalled carpet from the 10/18/installation."The customer was informed that the material would not be available due to production until late December and to keep what was installed until that pointOur Sales Manager Robert [redacted] had offered to replace the furniture to make the room functional until replacement product arrived and the customer said they would wait until the merchandise came in.."We were never given a specific date on when the material would be availableWhen communicating with Mr [redacted] and Robin, they were very vague on how they would even deal with the situationIn fact, they did not even truly address the re-ordering of carpetConsequently, we never agreed to "wait until the merchandise came in" because we were never told that new merchandise was coming in to begin with."The material arrived and I attempted to confirm the installation with the customer and her daughter, but I was then directed and called by the daughter's boyfriend and told that he was going to have a friend furnish and install his own carpet for the whole entire area instead."This is trueWe were called on 11/25/by Mr [redacted] to inform us that the carpet had arrived and they would like to schedule an installation dateOur response was that we no longer wished to do business with them because all communication between us and them was initiated on our side and they were vague when it came to how they would deal with the situationMy daughter called both Mr [redacted] and Robin every week since we first encountered these issues back in OctoberYes, we took our business elsewhere and rightfully so, the poor customer service from [redacted] went on for too long (nearly two months)."I told him that the purchase was already made at this establishment and that he should not put MrsDouangdara in this situation and that she already had product installed and that we would not be able to cancel thisHe was not concerned with this and we have not had our calls returned to schedule an appointmentThank you, Thomas [redacted] ."My daughter's boyfriend was unconcerned because he was also communicating with [redacted] in the weeks between 10/18/and 11/25/Specifically, he spoke to Mr [redacted] and Bob W, the man who came to do the measuring for both roomsBy the time Mr [redacted] called us on 11/25/2014, we were already tired of being left out of the loop by [redacted] ***If everything that Mr [redacted] said was 100% true, we likely wouldn't be in this mess to begin with; we would have continued doing business with [redacted] no matter how discontent we wereNearly two months had already went by and we just wanted the job to be doneHowever, we wanted the job to be done by someone we knew would get it done honestly and ASAPAll we want is for them to cancel our account with them so that we no longer have to pay and that they take the uninstalled carpet that they left here back Regards, *
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 While I appreciate the apology, it does not address the prolific level of "misinformation" we received about our scheduled carpet installationGiven the number of "explanations" we were given about why our carpet was not available over six weeks after we paid for half the carpet and several requests for documentation of the order date of our carpet, it is clear to us that our deposit was accepted but our order was not placed until we complainedWe don't understand how this is acceptable business practice or customer serviceWe would think you would want better for your business.On a side note, our order finally came in and has been installedThe team that did the installation were greatThe carpet, so far, looks beautifulUnfortunately, as they transitioned the hallway carpet they were installing with the other rooms along the hall, they noted the carpet we purchased from you at the same time we purchased the carpet they were installing had been poorly installedThere is an obvious glue stain from the original installation, the carpet is "bubbling" away from the walls and the seam is poorly finishedThey graciously offered to fix the seam with the remainder of the carpet from the prior install and were surprised to learn the extra pieces had been removed by the prior installersThe lead installer gave us the customer service number to callWe will follow up but, frankly, we do not expect a satisfactory resolution Regards, [redacted]
In reference to this complaint: She has been dealing with Management, Richard is the Sales ManagerThe material that was ordered for this client is a special order, made to order and was delayedRichard has explained this, I am sorry for the delay but it does happen from time to time 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 We never had a rejection! We were never contactedAll they do is lie!! I will send the log if it will help get them out of the Revdex.comI know this is going no-where and I know our carpet will not get replacedI just want to save other customers the headaches we had had with this company!! It makes me so sick to pay that bill every month! If they are in the Revdex.com it should be a trusted company! I dont know what to trust anymore Regards, Martin Boehm
Close out Area Rugs are just as they are sold "close out"Although they are final sales, our District Sales Manager is going to contact this client and try to work out a resolution Thank you, Thomas P [redacted]
In response to this complaint, The carpet installation has been completed and there was a substantial discount applied for the back order of the item and the inconvenience caused to the customerWe work diligently to meet our schedules and installation goal datesThere are instances beyond our control and we will take the necessary steps to improve the communication with our customers Thank you, Thomas P
Please be advised that Rochester Linoleum and Carpet One came to inspect carpet very soon after installation, and they are the ones that deemed it "defective" The problem is they will not communicate with me to get the carpet replaced, and they refuse to let me go to one of their other stores I have been in contact with and communicating with Carpet One, the national entity they are affiliated with, and they continuously tell Carpet One they will replace the carpet and contact me to do so, but that is it, nothing more happens
Dear Ms [redacted] , I understand the frustration on the part of Mrs [redacted] , but we have acknowledged that there is a problem with the underlayment and we have offered a replacementThere are many factors that can contribute to an underlayment settling including moistureWhatever the reason, we are standing behind the installation and replacing it In regards to the installation and the materialWe purchase directly from [redacted] , not a distributorThe " [redacted] " product is not available to [redacted] or any other retailer in the area, it is made specifically for Rochester Linoleum & Carpet One and other Carpet One dealers around the countryIt is not a two or three day delivery and it is not a stock item for [redacted] It is a special order product and takes time to manufacture and be delivered The good news is that the material is produced it is in the process to be shipped, once received we will confirm the installation date and replace her existing floor with new Thank you, [redacted]
Revdex.com: Thanks so much for your help in trying to resolve this issueAlthough MrThomas P [redacted] (Rochester Linoleum & Carpet One) response GREATLY DIFFERS from what we know to be truthful in requesting this refund we are thankful for your helpAt this time we did receive a check today, Sat 4/11/for our refund BUT this check is made out to, [redacted] instead of my name, [redacted] Would it be too much to ask of you to help us get them to correct this by sending us a check with the correct name on it, as I do not believe my bank would except this?? Obviously they know the right name for your correspondence!! Is this another stalling tactic?? We have been trying to get our money back since January! 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 Regards, [redacted]
Dear Ms. [redacted] , This flooring has been installed and discounted for the inconvenience. The product was on order and it was to be communicated to the customer that they had a choice to wait for their [order or choose an item from stock. Our office mistakenly told them that there floor was not... available. Ultimately, we received what was ordered and it was installed. Thank you, Thomas P [redacted]
Dear Ms [redacted] , Multiple individuals from this company have made many attempts to complete this transaction by scheduling the installationWe have been told that they no longer want the merchandise because of the amount of time that it took to come inWe are hoping [to come to an agreement and have this installed Thank you, Thomas P [redacted]
Dear Revdex.com
Dear [redacted] Upon receipt of this complaint our sales manager called the provided phone number and left a voice messageWe did receive the refund request, but not until late March and it was marked "second Request" from our Henrietta locationMy apologies if there was an errorWe have already posted a check for a refund and I will follow up at the end of this week to see that the customer has received it Thank you, Thomas P
The material for this installation are received and have been received for over weeksWe have attempted to contact the customer and have not had a return callOur service department has sent a letter to please contact themWe are now waiting for a responseThank you, Thomas P
Please be advised that I finally received a refund check from Rochester Linoleum and Carpet Center the following day after the Revdex.com notified the company of my complaintAlthough I have not cashed this check, it is written on a local back, and I am fairly confident that the check is good I am fully convinced that without your help, no refund would have ever been received Thank you for all of your help and I am requesting that my complaint file now be closedSincerely yours, [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.**I've attached pictures of the rooms' appearances after the second installation on 10/24/This was how those rooms looked for the duration of time we were dealing with [redacted] until [redacted] installed new carpet for usThe pictures were taken on 12/7/2014."Mrs [redacted] purchased carpet on 9/18/and it was measured at her home on 9/20/The installation date was scheduled for 10/18/2014."These dates are all correct."During the installation which included labor to rip out the existing carpet and move the furniture we had detected a small defect in the office which only accounted for less than half the flooring installed at that pointWe left the product installed on her floor at that time and sent out an inspector to investigate the defect."The defect that Mr [redacted] referred to was not small; both the office room and bedroom had a shortage of carpet, as stated by the installers than came in that day."Mr [redacted] had determined that a small 'line' in the dye had been from the factory and he recommended that we replace that room only." The first installation was scheduled for 10/18/as mentioned early in Mr [redacted] 's responseHowever, this "small line defect" he is referring to was not present in the first installation carpetsThe defect was in fact a shortage of carpet in both roomsThe defect which Mr [redacted] was referring to was present in the second installation, that he failed to mention, which took place on 10/24/On that day, installers came to re-install carpet in the office room, which evidently had a line of dye on it and was unacceptable (Image titled Office #4)The bedroom still had the uninstalled carpet from the 10/18/installation."The customer was informed that the material would not be available due to production until late December and to keep what was installed until that pointOur Sales Manager Robert [redacted] had offered to replace the furniture to make the room functional until replacement product arrived and the customer said they would wait until the merchandise came in.."We were never given a specific date on when the material would be availableWhen communicating with Mr [redacted] and Robin, they were very vague on how they would even deal with the situationIn fact, they did not even truly address the re-ordering of carpetConsequently, we never agreed to "wait until the merchandise came in" because we were never told that new merchandise was coming in to begin with."The material arrived and I attempted to confirm the installation with the customer and her daughter, but I was then directed and called by the daughter's boyfriend and told that he was going to have a friend furnish and install his own carpet for the whole entire area instead."This is trueWe were called on 11/25/by Mr [redacted] to inform us that the carpet had arrived and they would like to schedule an installation dateOur response was that we no longer wished to do business with them because all communication between us and them was initiated on our side and they were vague when it came to how they would deal with the situationMy daughter called both Mr [redacted] and Robin every week since we first encountered these issues back in OctoberYes, we took our business elsewhere and rightfully so, the poor customer service from [redacted] went on for too long (nearly two months)."I told him that the purchase was already made at this establishment and that he should not put MrsDouangdara in this situation and that she already had product installed and that we would not be able to cancel thisHe was not concerned with this and we have not had our calls returned to schedule an appointmentThank you, Thomas [redacted] ."My daughter's boyfriend was unconcerned because he was also communicating with [redacted] in the weeks between 10/18/and 11/25/Specifically, he spoke to Mr [redacted] and Bob W, the man who came to do the measuring for both roomsBy the time Mr [redacted] called us on 11/25/2014, we were already tired of being left out of the loop by [redacted] ***If everything that Mr [redacted] said was 100% true, we likely wouldn't be in this mess to begin with; we would have continued doing business with [redacted] no matter how discontent we wereNearly two months had already went by and we just wanted the job to be doneHowever, we wanted the job to be done by someone we knew would get it done honestly and ASAPAll we want is for them to cancel our account with them so that we no longer have to pay and that they take the uninstalled carpet that they left here back Regards, *
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 While I appreciate the apology, it does not address the prolific level of "misinformation" we received about our scheduled carpet installationGiven the number of "explanations" we were given about why our carpet was not available over six weeks after we paid for half the carpet and several requests for documentation of the order date of our carpet, it is clear to us that our deposit was accepted but our order was not placed until we complainedWe don't understand how this is acceptable business practice or customer serviceWe would think you would want better for your business.On a side note, our order finally came in and has been installedThe team that did the installation were greatThe carpet, so far, looks beautifulUnfortunately, as they transitioned the hallway carpet they were installing with the other rooms along the hall, they noted the carpet we purchased from you at the same time we purchased the carpet they were installing had been poorly installedThere is an obvious glue stain from the original installation, the carpet is "bubbling" away from the walls and the seam is poorly finishedThey graciously offered to fix the seam with the remainder of the carpet from the prior install and were surprised to learn the extra pieces had been removed by the prior installersThe lead installer gave us the customer service number to callWe will follow up but, frankly, we do not expect a satisfactory resolution Regards, [redacted]
In reference to this complaint: She has been dealing with Management, Richard is the Sales ManagerThe material that was ordered for this client is a special order, made to order and was delayedRichard has explained this, I am sorry for the delay but it does happen from time to time 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 We never had a rejection! We were never contactedAll they do is lie!! I will send the log if it will help get them out of the Revdex.comI know this is going no-where and I know our carpet will not get replacedI just want to save other customers the headaches we had had with this company!! It makes me so sick to pay that bill every month! If they are in the Revdex.com it should be a trusted company! I dont know what to trust anymore Regards, Martin Boehm
Close out Area Rugs are just as they are sold "close out"Although they are final sales, our District Sales Manager is going to contact this client and try to work out a resolution Thank you, Thomas P [redacted]
In response to this complaint, The carpet installation has been completed and there was a substantial discount applied for the back order of the item and the inconvenience caused to the customerWe work diligently to meet our schedules and installation goal datesThere are instances beyond our control and we will take the necessary steps to improve the communication with our customers Thank you, Thomas P
Our Installation Manager has spoken with Mr [redacted] and they have worked out an installation date Thank you, Thomas P [redacted]
Please be advised that Rochester Linoleum and Carpet One came to inspect carpet very soon after installation, and they are the ones that deemed it "defective" The problem is they will not communicate with me to get the carpet replaced, and they refuse to let me go to one of their other stores I have been in contact with and communicating with Carpet One, the national entity they are affiliated with, and they continuously tell Carpet One they will replace the carpet and contact me to do so, but that is it, nothing more happens