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.
Unfortunately the response is not VALID per CCC~ In November the Quote was for the Random width as I have documentation stating so from [redacted]. The original order stemmed form November 2014, in which I have documentation stating "3/4' 2 1/4 & 3 1/4 to FOLLOW pattern of existing floors. If CCC did not cancel the appointment in January 2014, this may of not happen. In June 2014 [redacted] & I again agreed on Original order at the price of $867.00 for 2 different sizes!!! As for June order ~ Should of matched our January order, but [redacted] messed it up. I also have a TEXT from [redacted]. stating" I am so embarrassed That I mIssed [redacted] note about the different sizes needed". If this company would communicate and follow the documentation on hand ~ We all would not be were we are.
I was not treating very well by ALL Levels at CCC~ I FELT Very belittled as I knew I was right, but [redacted] informed [redacted] (President of CCC) of information that was not RIGHT as agin I have documentation supporting the TRUTH.... I have over 30+ text from [redacted] ,Which I can print and quote if the need arises. I did not cause this from the START ~ I was mislead by [redacted]. about my carpet I purchased. I was with Father when I purchased the carpet, which [redacted] misinformed me about, which then need to thrown out as it was not what he told it would be. CCC did agree with me to replace with hardwood & have random width per [redacted] note. [redacted]. to Have random width put in place @ the cost of $ 867.00, which I originally agrees upon as I though "What a deal", BUT I did not agree to be the way I was treated on June 27, 2014 all the way to July 8 , 2014:O(.
AS CCC was at the wrong. I should have not lived that way I did for 3 1/2 weeks ,because of the incompetence of this company. I feel the best resolution is for CCC to pay in full!!! I refuse to let this go AS I am very saddened that a Questionable A + Revdex.com company should do what they did and get away with this. I have numerous documentation and Family support to help me get what I deserve ~ RESPECT!!!
1650 Walden Ave, Buffalo, NY 14225 at about noon time to shop for carpet and kitchen flooring. The Associate (Mr. Jerry ) greeted us. We explained to him the nature of our project. This attitude was not positive from the get-go. He got irritated when we tried to compare what we have seen at other stores and what is being displayed at the Custom Carpet store. Which I don’t see any good reason why. He declined to listen to anything, or show any interest in doing business with us, was rude to the nth degree (something that he confessed about later). We asked him about kitchen floor, an idea that he vehemently dismissed citing “let us finish the carpet”. We felt unwelcomed so we decided to leave the store.
We were deeply offended by the way we were treated for no apparent reason, I was very uncomfortable with situation, so I decided to go back to the store after an hour or so. When we o there was another couple who entered the store a head of us. To my surprise and great shock, Jerry was behaving in a very nice, and a professional manner, 180 degrees opposite to our experience! They had a short question, and they left with a goodbye Jerry, something that we did not enjoy when we left the store!
When the other couple left , he asked “ do you have a question” , I said “ no, but I have a comment” and I continued, “ was there any reason that you were rude with us?” , his first response , “ no I was not”, then I continued, “ did you treat us the same way, you’ve just did with the other couple”, then he paused, and he started to apologize to the point that he confessed that he was wrong in what he did , and asked us, “ can we start all over “ citing that he had a bad day, and he is a human, which of course we all do.
Although I hate to pull the racism, prejudice, and bigotry cards, but I believe ( my own opinion ) that these ugly attributes can be weighed in trying to explain this heinous behavior.
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]
Once again, Custom Carpet Centers is playing the martyr, telling the Revdex.com what it wants to hear, and if this is the game it continues to play, I can play it right back. They claim that there is no way the customer could know how many calls were made in our behalf, on the contrary, there is no way that Custom Carpet Centers can know how many calls I have made in MY OWN behalf! I am now becoming angry. The warranty is simply NOT what I was sold at the time of purchase. I have read every single piece of paper that I was given by Custom Carpet Centers and there is nothing in any of that paperwork that spells out garbage warranty that they now say I bought.
If copies of this documentation is required by the Revdex.com to prove that I am correct, I can provide it. Should Custom Carpet Centers "come up with" additional documentation that they claim I was given, that does detail their version of the warranty, I can assure you, it will have been pulled out of a hat. I have everything that was given to me at the time of purchase.
Furthermore, Custom Carpet Centers claims that they were the catalyst to allowing me Stainmaster to forgive my not having the carpet professionally cleaned within two years. That is incorrect. I spoke with a representative from Stainmaster myself, and had that situation rectified. I have email documentation to prove that as well. In the end, Custom Carpet Centers is claiming to have been so helpful in trying to get my situation resolved, yet everything they claim to have done, I have done myself, with full documentation to back it up. Rather than play martyr and say they have gone above and beyond to assist me, they should just BE assisting me. Period. They sold me a carpet and a warranty under false pretenses and now they are back pedaling. I am very close to making this a legal matter. They lied to me, and now they are lying to the Revdex.com. Clearly, they are pushing this matter off on anyone but themselves and it is wearing on my patience. I will not ever consider this case resolved and closed until they make this right. Their deceptive business practice, their opportunity to turn it around. No one else.
Dear [redacted],
Again, I wish to offer my
sincerest apology for the obvious anxiety that this has been causing you. Your
account of the interaction between yourself and the installer, [redacted], is
unacceptable by Custom Carpet Center’s standards. As I believe you are also
aware, the installer was questioned about what you reported and has denied your
version of what had happened. I am unfortunately left in the middle of a
situation where I cannot possibly make a judgment as to the validity of either
side.
This leaves us with
fulfilling the contract and allowing for damages that were caused by the
installer.
1.
The damage to the
furniture, I see two possible options, both of which are at our expense;
Option 1. –
Try to get some to repair the furniture – either in house or outside the home.
I have been told that we have repeatedly asked a company that we have worked
with in the past to call and set something up with you for the repair. I am
further told that we have done this through voice mail and have not had
confirmation one way or the other of exactly what to expect.
Option 2. –
Try to come up with a fair replacement cost for the damaged piece.
2.
Drywall and Trim
repair: As you stated in your response, you have already started repairs
because you did not believe that [redacted] was qualified. While I understand your
concern I respectfully disagree with you assessment of his qualifications. I
also remember that we were going to wait for the outcome of [redacted]’s
complaint inspection prior to moving forward with any work. As you will
hopefully recall and agree, it didn’t make much sense to fix the base boards
and drywall if after the [redacted] inspection there was going to be further
work on the floor. So, at this time I believe that it continues to be prudent
to wait to here from [redacted]. Once we are able to complete the minor repairs
and are finished with the floor, we can decide on how to finalize for the
Drywall and Trim repairs.
I do not agree with you claim
that Custom Carpet Centers should compensate you for inconvenience, emotional
harm and distress or for the cost of installing an alarm system. At this time,
there is some minor repairs and touch ups to complete. We cannot move forward
with those until [redacted] decides on your complaint.
How to proceed from here:
I will call [redacted]’s
complaint department and try to get them to finalize a decisions so we can
finalize the floor repairs and touch ups. They were at your home on 8/18/14,
which is, less than a month at this time but I will try to get an answer. I
will also continue to try to get a furniture repair company to contact you and
repair the damaged piece.
Could you please try to
get an estimate on replacing the damage furniture with an exact match if possible. Regarding the Drywall and
Trim repair, please let me know what is completed at this time and what is left
to complete so we can formulate a plan and decide how this should be
compensated.
Lastly, I will be placing a
copy of your original sale receipt in the mail to you today.
Revdex.com:
I have reviewed the response made by the business in reference to complaint [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]
Once again, Custom Carpet Centers is being deceitful and dismissive. They are creating a scenario which makes it sound as if they were the initiators of the work with Stainmaster, and that they are doing all of the necessary "leg work" to get the matter resolved. This is completely false. We are doing all of the work ourselves, with Custom Carpet Centers merely offering input when prompted by the Revdex.com. I reject their statement completely and still feel their advertising and sales practices were totally misleading and deceptive.
Yes, we were given literature on the warranty, and yes, we have read it cover to cover, and do not find anything that even remotely describes their "new, verbal" version of the warranty process. This company is, to put it mildly, getting on my last nerve and until they admit their wrongdoing and start to do the work with Stainmaster, rather than ME having to do all of it, this claim will remain open. We have all of the email correspondence with Stainmaster to back up the fact that WE have been working with them, and Custom Carpet Centers, is, as I mentioned above, only providing input when prompted by the Revdex.com, and Custom Carpet Centers have yet to contact us directly. Full replacement with a carpet of equal or higher quality or a full refund are the only resolutions I will accept.
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.]
After a careful review of the company's response, it is clear that they are creating a well-crafted "smokescreen" to avoid any responsibility in helping to resolve this matter. As they suggest, I will work with the manufacturer (a professional carpet cleaning is scheduled for May 22, 2014 by Revdex.com accredited [redacted], to begin that process), but I still hold Custom Carpet Centers wholly responsible for selling me a very expensive carpet under a very misleading warranty sales pitch.
As a consumer, I do not, and should not be expected to, know the inner workings of carpet construction. I was sold a carpet based upon a fantastic warranty that just about guaranteed that any problems at all with this carpet would be covered for 20 years. Custom Carpet Centers was all too happy to sell me this carpet and promise me the world with this warranty, never once cautioning me that different components of the carpet would be covered separately. I bought A CARPET, not a backing, not a fiber, etc. The CARPET is what I was told was covered. I do not feel it is my responsibility to jump through all of these hoops in order to obtain the coverage that the warranty THEY sold me is upheld. I stand by my request that my entire carpet be replaced with a carpet of equal or higher quality or I would like a full refund.
I am having the carpet cleaned, as the warranty requires, after that, I feel Custom Carpet Centers should take control of this problem and get it resolved for me. Contacting manufacturers, dealing with bankrupt factories, etc. should not be my responsibility. I was sold a warranty on this carpet and the only company that I ever expected to deal with was Custom Carpet Centers. I am standing firm on this, and every person I have discussed this matter with, has agreed, they would never allow a business to railroad them the way I am being railroaded right now. Full replacement or full refund, that is my request.
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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
To offer me a 10% discount on a future purchase is unacceptable. I will not do business with this company and any of affiliates ever again. I feel a 10% refund on this current purchase would be an acceptable resolution
Armstrong has denied the claim, [redacted] has been informed by me via email with a copy of [redacted]’s position letter.
We have made an appointment to return to the consumers home to finalize the punch list, it is scheduled for early October.
We will review with the consumer any dollars that have been paid to a contractor or that may still need to be paid to a contractor for damage that we may have caused and hopefully we will be able to come to an equitable agreement.
Lastly, we were able to find out that the damaged piece of furniture was purchased at [redacted]’s so we have contacted [redacted]’s on behalf of the consumer and told them that we would pay for the furniture repair.
I am hopeful that when these items are finalized that [redacted] will be satisfied. Thank you.
[redacted]
Vice President
Custom Carpet Centers
WNY's #1 Floorcovering Dealer
tel: ###-###-####
fax: ###-###-####
Hardwood - Ceramic - Laminate
Carpet - Vinyl - Luxury Vinyl Tile
Area Rugs - We do it all!
Carpet selection was good. Salesperson was fair. However, the whole sales experience left something to be desired. The store and carpet installer were not on the same page. The installer did not get the proper work order. If it wasn't for the installer (Scott B) being concerned about the mix up and taking charge to make sure we had the installation done on time I don't know what we would have done. Scott and his crew were the very best.
Stainmaster offers a 90 day "no questions asked
warranty" that was included in this customer's purchase that gave the
consumer a 90 day window after the installation, during which time the
manufacturer would replace the carpet free of charge "for any reason."
The customer did not report any problems at that time which would lead them to
request a replacement.
The carpet manufacturer gave this customer a one year
warranty for manufacturing defects. The consumer did not report any
manufacturing defects during that time.
Stainmaster also offers various warranties on this product
for soil resistance, texture retention, abrasive wear and fade resistance that
variously last for up to 20 years or more depending upon the product. Further
they include a limited warranty that for the LIFETIME of the carpet they will
replace it if a stain cannot be removed.
When this customer called Custom Carpet Centers about 24-25
months after the installation, they were advised that they must open a file
with Stainmaster to register the complaint as per Stainmaster's policy. They
agreed to do that.
At that time Custom Carpet Centers staff placed a call to
Stainmaster advising them that a good customer had a problem and requesting
that Stainmaster process this customer's complaint in an expeditious manner.
Stainmaster advised us that the consumer had never registered their warranty
with the manufacturer at the time of purchase so Custom Carpet did that for
them so that the warranties would be in effect.
Stainmaster also questioned as to whether the customer had
the carpet regularly cleaned as clearly called for in the warranty
brochure-every 24 months or the warranty is voided due to the lack of proper
maintenance. Custom Carpet spoke to the folks at Stainmaster on behalf of the
consumer and requested a waiver of that requirement, which we are happy to say
was granted.
Custom Carpet Centers objects in the strongest manner
possible to the customer's characterizations of the company as "deceitful
and dismissive." The customer has absolutely no way to know about the
calls that Custom Carpet has made to the manufacturer on their behalf. We
continue to hope that the inspection by the manufacturer results in a favorable
result for this customer but Custom Carpet Centers nor any other retail store
in the home improvement industry, and most other industries, is never allowed
to make the call on the manufacturers behalf to replace their products.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10796427, 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]
I am not surprised that Custom Carpets feels this complaint is resolved on their end. Please! I $100.00 credit on an almost $5000.00 job. After the job was pushed back by a day, (no notification on the company's part). We had to do all the calling and questioning. My husband and I lost a days pay sitting around the house and nothing being accomplished except aggravation, waiting for someone to call us, or come and do some work Then we had to find and wake up the installer at 12:30 pm when he promised to be at the house at 10:00 am (how is that a way to run a business?). Our lives were put on hold because Custom Carpets because the installer worked until 8 and 9 pm. We canceled previously arranged events, because we were rudely inconvenienced. Once Custom Carpets got our money and they didn't care how our lives were affected. As far as we are concerned, this matter will never be resolved unless Custom Carpets offers us more of a refund, than $100.00 for our inconvenience, frustration and poor customer relations.
[redacted]
We are truly sorry that [redacted] was inconvenienced during the course of her installation. The floor covering installation business can be a very difficult business to manage and schedule, due to a myriad of complications that...
arise when in the process of completing an installation. Every job is a custom job, in and of its own right. Sometimes an installer that is assigned to a job on a Tuesday morning is unable to maintain that schedule because he ran into complications on a job from the Monday prior. Certainly, some jobs are simpler than others, but in many cases we are tearing out old floors and moving cabinets, furniture, appliances, etc. that all can create issues that can delay a job from being completed.
There is no doubt that it took us longer to complete the project at the [redacted] residence than either of us would have hoped, undoubtedly due to a series of unforeseen events that delayed our ability to complete it. And in a particularly busy time of the year with the added complication of an injured installer.
There is also no doubt that, based on [redacted]'s recap, that we should have done a better job of maintaining more timely contact with her throughout this process.
We have a long standing protocol that we do not "compensate" customers for lost time and inconvenience because it can stand in the way of what our main goal is, namely, to provide great products and quality professional installation to our customers.
We have sent a formal letter of apology to the [redacted] residence, along with a letter that can be used for an additional discount on any future purchases. We thank [redacted] for her business and certainly hope that she will decide to use the discount certificate on a future purchase.
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.
Custom Carpet Centers continues to claim that they are so graciously offering to replace a piece of trim that I "don't like." The trim was installed in 2 separate pieces, not flush against each other, therefor coming apart. If Customer Carpet expects its customers to "like" a poorly installed product, then I guess they are correct. And then to talk negative both to and about the customer, throughout the process. Regards,[redacted]
We have pulled the service record on this complaint. Our service manager visited this home after receiving a complaint (more than a year ago) regarding a hole in the laminate flooring that had been installed. It was determined at that time and the consumer was informed that the hole...
in the floor occurred long after our flooring installers had completed the installation. In other words, the damage to the floor was due to something that occurred after the installation, having nothing to do with the installation or the product. The damage that was apparent on this flooring was due to an after installation incident that caused damage to the flooring. We provided a quote to repair this damage and the consumer refused it.
Assuming that the consumer still has extra boards from the original installation, we again, extend our offer to repair (this also assumes no further damage had been done to the floor) the affected area for the original $250.00 quote.
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 clearly understand an estimate but no way does a company have a right to request a credit line increase without consumers permission bc this is a mark against there credit. That would be if I chose to open a credit card in anyone's name its ok....unacceptable that is fraud and I think any attorney would agree.
Regards,[redacted]
Firstly, allow us to apologize to [redacted] for the trouble that occurred on this project.
The problem was that the original installer that we sent to do the work was also the crew that was assigned to go back to take care of the service items. This is normal operating...
procedure. The original crew was informed and asked multiple times to reach back out to the consumer to schedule a time to handle the service work. That crew indicated to our service manager that they were attempting to schedule the repairs with customer but our service manager did not find out that the installation crew had neglected their responsibility to complete the work. That crew has since left our employ.
We sent a different crew to the site to assess the situation on 7/22 and determined that we will need a couple of hours to complete the repair work. The customer was informed that our office would be calling in a day or so to reschedule the 2nd crew back at the Molfese residence to complete the work.
Again, we sincerely apologize to the Molfese family for putting them through this. We mistakenly went on the word of the first crew and we equally as disappointed that the first crew was less than forthcoming with us. The crew that we will set up to do the service work is a very qualified installer with over 20 years of experience, so we expect a positive result.
We expect that we will have the work completed to the satisfaction of the customer within the next few days.
Thank you for your time and consideration.
THE VP of Custom Carpet Centers has attempted to reach out to this customer directly, but so far has been unsuccessful in speaking with her since this complaint has been logged at the Revdex.com. The consumer has called back and left messages, but as of this writing, the consumer and the VP have...
been unable to connect. The VP also was out of the country for a week, which complicated matters further.He will attempt again in the upcoming week.
This customer purchased a very good carpet and we share his
frustration about his warranty issues. We have contacted the fiber manufacturer that issued almost
all of the warranties and they have told us that they advised the consumer on May 8th, the very date
of the complaint to the Revdex.com, that they would be glad to look at the carpet once the consumer had
the carpet cleaned as called for in the warranty.
The fiber manufacturer requires that the consumer get their
carpet cleaned by the hot water extraction method at least every 24 months to keep the carpet
performing well and to keep the warranties for soiling, staining, texture retention, etc. in effect.
Failing to adhere to the cleaning requirements voids the warranties as spelled out in the warranty brochure. The fiber manufacturer is also telling us that the consumer
was advised to call them back after the cleaning was done so that an inspection could take place to
see if in fact the issue with the carpet
was due to fibers untwisting.
They have told us that "...if the fibers are unraveling due to ordinary
foot traffic then the issue would be covered by STAINMASTER but
if it's a manufacturing related issue then it would not."
The warranty for manufacturing defects is held by [redacted],
the carpet manufacturer which unfortunately filed for bankruptcy on 1/8/13. Manufacturing defects warranties in almost
any industry are limited to one year because any defect would be
noticeable at the time of installation
or shortly thereafter. When we called on behalf of this customer we
were told that since they didn't file any claims of defects in April
of 2012 when the carpet was installed, that they must now file a claim with the bankruptcy court to recover under the warranty if further
inspection shows that a problem exists and is in fact a
manufacturing defect.
Custom Carpet Centers will continue to argue this customers
case as long as they feel a problem exists but understand please that the extensive warranties on their
carpet are issued by the carpet manufacturer and the fiber manufacturer. We STRONGLY
RECOMMEND that the customer accept the offer of the fiber manufacturer to inspect the carpet and
most importantly, to get the carpet cleaned as called for in the warranty to keep all warranties in effect.
As we discussed on the phone, I wish to offer my sincerest apology for how my sub-contractor treated you. Your report of what was said was shocking to me and in my opinion was certainly not professional and furthermore, it was disturbing. Of coarse, when questioned, the sub-contractor ([redacted])...
denied what was said. Again, I was not there and would never condone the language or attitudes you describe.
Your complaint to [redacted] was filed 7/23/14, my understanding is that they are to inspect you floor Monday 8/18/14. Hopefully they will agree with your assessment but as we discussed, that will be up to [redacted].
Regarding the desired settlement, I cannot authorize be a refund of the original purchase price. We were contracted to do a job and although some unfortunate things have happened along the way, we have substantially completed the floor installation with some minor repairs of floor areas to finish as we discussed on the conference call.
I believe the the furniture damage can be repaired and I would like the opportunity to bring the broken piece to the repair shop. If the furniture cannot be fixed, I agree that we will need to come to a monetary agreement.
I do still believe that [redacted] is completely capable of repairing the trim and walls but I am willing to consider having another contractor complete the work on the following conditions, I will need 2 separate estimates for repair from contractors of your choice and further reserve the right to send a contractor of our choice to provide an estimate.
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]
As stated previously, I will not accept the response of Custom Carpet Centers until I am offered a replacement carpet or a full refund of the purchased price. The responses thus far have been canned company lines and to say that my comments have been "caustic" may be the most truthful response from them to date. Yes, they may be caustic, but that is only because their business practices are deceiving and apathetic.
I am disgusted by the company's proclamation that they have made many attempts to resolve this situation, when, to be completely honest, they have NEVER attempted to contact ME. The only contact we have ever had with them was due to me picking up the phone and more or less begging to speak with someone that might be able to help. All of this leading to me being connected to a disrespectful, unconcerned representative of their company. All other leg work was mine. I have all of the paperwork to back that claim up. They clearly do not want to see that documentation, which has always been at their disposal, as well as the Revdex.com's.
I would respectfully ask that the Revdex.com NOT close this complaint, simply because an entity larger than myself has requested it. This is a matter of making sure that proper customer service practices are adhered to, so that simple consumers such as myself are not taken advantage of. It would be disgraceful to close a complaint without proper proof that all of these so-called attempts to resolve the situation were ever actually made, which, clearly, they have not been.
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.
Unfortunately the response is not VALID per CCC~ In November the Quote was for the Random width as I have documentation stating so from [redacted]. The original order stemmed form November 2014, in which I have documentation stating "3/4' 2 1/4 & 3 1/4 to FOLLOW pattern of existing floors. If CCC did not cancel the appointment in January 2014, this may of not happen. In June 2014 [redacted] & I again agreed on Original order at the price of $867.00 for 2 different sizes!!! As for June order ~ Should of matched our January order, but [redacted] messed it up. I also have a TEXT from [redacted]. stating" I am so embarrassed That I mIssed [redacted] note about the different sizes needed". If this company would communicate and follow the documentation on hand ~ We all would not be were we are.
I was not treating very well by ALL Levels at CCC~ I FELT Very belittled as I knew I was right, but [redacted] informed [redacted] (President of CCC) of information that was not RIGHT as agin I have documentation supporting the TRUTH.... I have over 30+ text from [redacted] ,Which I can print and quote if the need arises. I did not cause this from the START ~ I was mislead by [redacted]. about my carpet I purchased. I was with Father when I purchased the carpet, which [redacted] misinformed me about, which then need to thrown out as it was not what he told it would be. CCC did agree with me to replace with hardwood & have random width per [redacted] note. [redacted]. to Have random width put in place @ the cost of $ 867.00, which I originally agrees upon as I though "What a deal", BUT I did not agree to be the way I was treated on June 27, 2014 all the way to July 8 , 2014:O(.
AS CCC was at the wrong. I should have not lived that way I did for 3 1/2 weeks ,because of the incompetence of this company. I feel the best resolution is for CCC to pay in full!!! I refuse to let this go AS I am very saddened that a Questionable A + Revdex.com company should do what they did and get away with this. I have numerous documentation and Family support to help me get what I deserve ~ RESPECT!!!
Regards,
[redacted]
1650 Walden Ave, Buffalo, NY 14225 at about noon time to shop for carpet and kitchen flooring. The Associate (Mr. Jerry ) greeted us. We explained to him the nature of our project. This attitude was not positive from the get-go. He got irritated when we tried to compare what we have seen at other stores and what is being displayed at the Custom Carpet store. Which I don’t see any good reason why. He declined to listen to anything, or show any interest in doing business with us, was rude to the nth degree (something that he confessed about later). We asked him about kitchen floor, an idea that he vehemently dismissed citing “let us finish the carpet”. We felt unwelcomed so we decided to leave the store.
We were deeply offended by the way we were treated for no apparent reason, I was very uncomfortable with situation, so I decided to go back to the store after an hour or so. When we o there was another couple who entered the store a head of us. To my surprise and great shock, Jerry was behaving in a very nice, and a professional manner, 180 degrees opposite to our experience! They had a short question, and they left with a goodbye Jerry, something that we did not enjoy when we left the store!
When the other couple left , he asked “ do you have a question” , I said “ no, but I have a comment” and I continued, “ was there any reason that you were rude with us?” , his first response , “ no I was not”, then I continued, “ did you treat us the same way, you’ve just did with the other couple”, then he paused, and he started to apologize to the point that he confessed that he was wrong in what he did , and asked us, “ can we start all over “ citing that he had a bad day, and he is a human, which of course we all do.
Although I hate to pull the racism, prejudice, and bigotry cards, but I believe ( my own opinion ) that these ugly attributes can be weighed in trying to explain this heinous behavior.
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]
Once again, Custom Carpet Centers is playing the martyr, telling the Revdex.com what it wants to hear, and if this is the game it continues to play, I can play it right back. They claim that there is no way the customer could know how many calls were made in our behalf, on the contrary, there is no way that Custom Carpet Centers can know how many calls I have made in MY OWN behalf! I am now becoming angry. The warranty is simply NOT what I was sold at the time of purchase. I have read every single piece of paper that I was given by Custom Carpet Centers and there is nothing in any of that paperwork that spells out garbage warranty that they now say I bought.
If copies of this documentation is required by the Revdex.com to prove that I am correct, I can provide it. Should Custom Carpet Centers "come up with" additional documentation that they claim I was given, that does detail their version of the warranty, I can assure you, it will have been pulled out of a hat. I have everything that was given to me at the time of purchase.
Furthermore, Custom Carpet Centers claims that they were the catalyst to allowing me Stainmaster to forgive my not having the carpet professionally cleaned within two years. That is incorrect. I spoke with a representative from Stainmaster myself, and had that situation rectified. I have email documentation to prove that as well. In the end, Custom Carpet Centers is claiming to have been so helpful in trying to get my situation resolved, yet everything they claim to have done, I have done myself, with full documentation to back it up. Rather than play martyr and say they have gone above and beyond to assist me, they should just BE assisting me. Period. They sold me a carpet and a warranty under false pretenses and now they are back pedaling. I am very close to making this a legal matter. They lied to me, and now they are lying to the Revdex.com. Clearly, they are pushing this matter off on anyone but themselves and it is wearing on my patience. I will not ever consider this case resolved and closed until they make this right. Their deceptive business practice, their opportunity to turn it around. No one else.
Dear [redacted],
Again, I wish to offer my
sincerest apology for the obvious anxiety that this has been causing you. Your
account of the interaction between yourself and the installer, [redacted], is
unacceptable by Custom Carpet Center’s standards. As I believe you are also
aware, the installer was questioned about what you reported and has denied your
version of what had happened. I am unfortunately left in the middle of a
situation where I cannot possibly make a judgment as to the validity of either
side.
This leaves us with
fulfilling the contract and allowing for damages that were caused by the
installer.
1.
The damage to the
furniture, I see two possible options, both of which are at our expense;
Option 1. –
Try to get some to repair the furniture – either in house or outside the home.
I have been told that we have repeatedly asked a company that we have worked
with in the past to call and set something up with you for the repair. I am
further told that we have done this through voice mail and have not had
confirmation one way or the other of exactly what to expect.
Option 2. –
Try to come up with a fair replacement cost for the damaged piece.
2.
Drywall and Trim
repair: As you stated in your response, you have already started repairs
because you did not believe that [redacted] was qualified. While I understand your
concern I respectfully disagree with you assessment of his qualifications. I
also remember that we were going to wait for the outcome of [redacted]’s
complaint inspection prior to moving forward with any work. As you will
hopefully recall and agree, it didn’t make much sense to fix the base boards
and drywall if after the [redacted] inspection there was going to be further
work on the floor. So, at this time I believe that it continues to be prudent
to wait to here from [redacted]. Once we are able to complete the minor repairs
and are finished with the floor, we can decide on how to finalize for the
Drywall and Trim repairs.
I do not agree with you claim
that Custom Carpet Centers should compensate you for inconvenience, emotional
harm and distress or for the cost of installing an alarm system. At this time,
there is some minor repairs and touch ups to complete. We cannot move forward
with those until [redacted] decides on your complaint.
How to proceed from here:
I will call [redacted]’s
complaint department and try to get them to finalize a decisions so we can
finalize the floor repairs and touch ups. They were at your home on 8/18/14,
which is, less than a month at this time but I will try to get an answer. I
will also continue to try to get a furniture repair company to contact you and
repair the damaged piece.
Could you please try to
get an estimate on replacing the damage furniture with an exact match if possible. Regarding the Drywall and
Trim repair, please let me know what is completed at this time and what is left
to complete so we can formulate a plan and decide how this should be
compensated.
Lastly, I will be placing a
copy of your original sale receipt in the mail to you today.
Revdex.com:
I have reviewed the response made by the business in reference to complaint [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]
Once again, Custom Carpet Centers is being deceitful and dismissive. They are creating a scenario which makes it sound as if they were the initiators of the work with Stainmaster, and that they are doing all of the necessary "leg work" to get the matter resolved. This is completely false. We are doing all of the work ourselves, with Custom Carpet Centers merely offering input when prompted by the Revdex.com. I reject their statement completely and still feel their advertising and sales practices were totally misleading and deceptive.
Yes, we were given literature on the warranty, and yes, we have read it cover to cover, and do not find anything that even remotely describes their "new, verbal" version of the warranty process. This company is, to put it mildly, getting on my last nerve and until they admit their wrongdoing and start to do the work with Stainmaster, rather than ME having to do all of it, this claim will remain open. We have all of the email correspondence with Stainmaster to back up the fact that WE have been working with them, and Custom Carpet Centers, is, as I mentioned above, only providing input when prompted by the Revdex.com, and Custom Carpet Centers have yet to contact us directly. Full replacement with a carpet of equal or higher quality or a full refund are the only resolutions I will accept.
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.]
After a careful review of the company's response, it is clear that they are creating a well-crafted "smokescreen" to avoid any responsibility in helping to resolve this matter. As they suggest, I will work with the manufacturer (a professional carpet cleaning is scheduled for May 22, 2014 by Revdex.com accredited [redacted], to begin that process), but I still hold Custom Carpet Centers wholly responsible for selling me a very expensive carpet under a very misleading warranty sales pitch.
As a consumer, I do not, and should not be expected to, know the inner workings of carpet construction. I was sold a carpet based upon a fantastic warranty that just about guaranteed that any problems at all with this carpet would be covered for 20 years. Custom Carpet Centers was all too happy to sell me this carpet and promise me the world with this warranty, never once cautioning me that different components of the carpet would be covered separately. I bought A CARPET, not a backing, not a fiber, etc. The CARPET is what I was told was covered. I do not feel it is my responsibility to jump through all of these hoops in order to obtain the coverage that the warranty THEY sold me is upheld. I stand by my request that my entire carpet be replaced with a carpet of equal or higher quality or I would like a full refund.
I am having the carpet cleaned, as the warranty requires, after that, I feel Custom Carpet Centers should take control of this problem and get it resolved for me. Contacting manufacturers, dealing with bankrupt factories, etc. should not be my responsibility. I was sold a warranty on this carpet and the only company that I ever expected to deal with was Custom Carpet Centers. I am standing firm on this, and every person I have discussed this matter with, has agreed, they would never allow a business to railroad them the way I am being railroaded right now. Full replacement or full refund, that is my request.
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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
To offer me a 10% discount on a future purchase is unacceptable. I will not do business with this company and any of affiliates ever again. I feel a 10% refund on this current purchase would be an acceptable resolution
Hi [redacted]
Regarding consumer [redacted],
Armstrong has denied the claim, [redacted] has been informed by me via email with a copy of [redacted]’s position letter.
We have made an appointment to return to the consumers home to finalize the punch list, it is scheduled for early October.
We will review with the consumer any dollars that have been paid to a contractor or that may still need to be paid to a contractor for damage that we may have caused and hopefully we will be able to come to an equitable agreement.
Lastly, we were able to find out that the damaged piece of furniture was purchased at [redacted]’s so we have contacted [redacted]’s on behalf of the consumer and told them that we would pay for the furniture repair.
I am hopeful that when these items are finalized that [redacted] will be satisfied. Thank you.
[redacted]
Vice President
Custom Carpet Centers
WNY's #1 Floorcovering Dealer
tel: ###-###-####
fax: ###-###-####
Hardwood - Ceramic - Laminate
Carpet - Vinyl - Luxury Vinyl Tile
Area Rugs - We do it all!
Carpet selection was good. Salesperson was fair. However, the whole sales experience left something to be desired. The store and carpet installer were not on the same page. The installer did not get the proper work order. If it wasn't for the installer (Scott B) being concerned about the mix up and taking charge to make sure we had the installation done on time I don't know what we would have done. Scott and his crew were the very best.
Stainmaster offers a 90 day "no questions asked
warranty" that was included in this customer's purchase that gave the
consumer a 90 day window after the installation, during which time the
manufacturer would replace the carpet free of charge "for any reason."
The customer did not report any problems at that time which would lead them to
request a replacement.
The carpet manufacturer gave this customer a one year
warranty for manufacturing defects. The consumer did not report any
manufacturing defects during that time.
Stainmaster also offers various warranties on this product
for soil resistance, texture retention, abrasive wear and fade resistance that
variously last for up to 20 years or more depending upon the product. Further
they include a limited warranty that for the LIFETIME of the carpet they will
replace it if a stain cannot be removed.
When this customer called Custom Carpet Centers about 24-25
months after the installation, they were advised that they must open a file
with Stainmaster to register the complaint as per Stainmaster's policy. They
agreed to do that.
At that time Custom Carpet Centers staff placed a call to
Stainmaster advising them that a good customer had a problem and requesting
that Stainmaster process this customer's complaint in an expeditious manner.
Stainmaster advised us that the consumer had never registered their warranty
with the manufacturer at the time of purchase so Custom Carpet did that for
them so that the warranties would be in effect.
Stainmaster also questioned as to whether the customer had
the carpet regularly cleaned as clearly called for in the warranty
brochure-every 24 months or the warranty is voided due to the lack of proper
maintenance. Custom Carpet spoke to the folks at Stainmaster on behalf of the
consumer and requested a waiver of that requirement, which we are happy to say
was granted.
Custom Carpet Centers objects in the strongest manner
possible to the customer's characterizations of the company as "deceitful
and dismissive." The customer has absolutely no way to know about the
calls that Custom Carpet has made to the manufacturer on their behalf. We
continue to hope that the inspection by the manufacturer results in a favorable
result for this customer but Custom Carpet Centers nor any other retail store
in the home improvement industry, and most other industries, is never allowed
to make the call on the manufacturers behalf to replace their products.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10796427, 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]
I am not surprised that Custom Carpets feels this complaint is resolved on their end. Please! I $100.00 credit on an almost $5000.00 job. After the job was pushed back by a day, (no notification on the company's part). We had to do all the calling and questioning. My husband and I lost a days pay sitting around the house and nothing being accomplished except aggravation, waiting for someone to call us, or come and do some work Then we had to find and wake up the installer at 12:30 pm when he promised to be at the house at 10:00 am (how is that a way to run a business?). Our lives were put on hold because Custom Carpets because the installer worked until 8 and 9 pm. We canceled previously arranged events, because we were rudely inconvenienced. Once Custom Carpets got our money and they didn't care how our lives were affected. As far as we are concerned, this matter will never be resolved unless Custom Carpets offers us more of a refund, than $100.00 for our inconvenience, frustration and poor customer relations.
[redacted]
We are truly sorry that [redacted] was inconvenienced during the course of her installation. The floor covering installation business can be a very difficult business to manage and schedule, due to a myriad of complications that...
arise when in the process of completing an installation. Every job is a custom job, in and of its own right. Sometimes an installer that is assigned to a job on a Tuesday morning is unable to maintain that schedule because he ran into complications on a job from the Monday prior. Certainly, some jobs are simpler than others, but in many cases we are tearing out old floors and moving cabinets, furniture, appliances, etc. that all can create issues that can delay a job from being completed.
There is no doubt that it took us longer to complete the project at the [redacted] residence than either of us would have hoped, undoubtedly due to a series of unforeseen events that delayed our ability to complete it. And in a particularly busy time of the year with the added complication of an injured installer.
There is also no doubt that, based on [redacted]'s recap, that we should have done a better job of maintaining more timely contact with her throughout this process.
We have a long standing protocol that we do not "compensate" customers for lost time and inconvenience because it can stand in the way of what our main goal is, namely, to provide great products and quality professional installation to our customers.
We have sent a formal letter of apology to the [redacted] residence, along with a letter that can be used for an additional discount on any future purchases. We thank [redacted] for her business and certainly hope that she will decide to use the discount certificate on a future purchase.
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.
Custom Carpet Centers continues to claim that they are so graciously offering to replace a piece of trim that I "don't like." The trim was installed in 2 separate pieces, not flush against each other, therefor coming apart. If Customer Carpet expects its customers to "like" a poorly installed product, then I guess they are correct. And then to talk negative both to and about the customer, throughout the process. Regards,[redacted]
We have pulled the service record on this complaint. Our service manager visited this home after receiving a complaint (more than a year ago) regarding a hole in the laminate flooring that had been installed. It was determined at that time and the consumer was informed that the hole...
in the floor occurred long after our flooring installers had completed the installation. In other words, the damage to the floor was due to something that occurred after the installation, having nothing to do with the installation or the product. The damage that was apparent on this flooring was due to an after installation incident that caused damage to the flooring. We provided a quote to repair this damage and the consumer refused it.
Assuming that the consumer still has extra boards from the original installation, we again, extend our offer to repair (this also assumes no further damage had been done to the floor) the affected area for the original $250.00 quote.
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 clearly understand an estimate but no way does a company have a right to request a credit line increase without consumers permission bc this is a mark against there credit. That would be if I chose to open a credit card in anyone's name its ok....unacceptable that is fraud and I think any attorney would agree.
Regards,[redacted]
Firstly, allow us to apologize to [redacted] for the trouble that occurred on this project.
The problem was that the original installer that we sent to do the work was also the crew that was assigned to go back to take care of the service items. This is normal operating...
procedure. The original crew was informed and asked multiple times to reach back out to the consumer to schedule a time to handle the service work. That crew indicated to our service manager that they were attempting to schedule the repairs with customer but our service manager did not find out that the installation crew had neglected their responsibility to complete the work. That crew has since left our employ.
We sent a different crew to the site to assess the situation on 7/22 and determined that we will need a couple of hours to complete the repair work. The customer was informed that our office would be calling in a day or so to reschedule the 2nd crew back at the Molfese residence to complete the work.
Again, we sincerely apologize to the Molfese family for putting them through this. We mistakenly went on the word of the first crew and we equally as disappointed that the first crew was less than forthcoming with us. The crew that we will set up to do the service work is a very qualified installer with over 20 years of experience, so we expect a positive result.
We expect that we will have the work completed to the satisfaction of the customer within the next few days.
Thank you for your time and consideration.
THE VP of Custom Carpet Centers has attempted to reach out to this customer directly, but so far has been unsuccessful in speaking with her since this complaint has been logged at the Revdex.com. The consumer has called back and left messages, but as of this writing, the consumer and the VP have...
been unable to connect. The VP also was out of the country for a week, which complicated matters further.He will attempt again in the upcoming week.
This customer purchased a very good carpet and we share his
frustration about his warranty issues. We have contacted the fiber manufacturer that issued almost
all of the warranties and they have told us that they advised the consumer on May 8th, the very date
of the complaint to the Revdex.com, that they would be glad to look at the carpet once the consumer had
the carpet cleaned as called for in the warranty.
The fiber manufacturer requires that the consumer get their
carpet cleaned by the hot water extraction method at least every 24 months to keep the carpet
performing well and to keep the warranties for soiling, staining, texture retention, etc. in effect.
Failing to adhere to the cleaning requirements voids the warranties as spelled out in the warranty brochure. The fiber manufacturer is also telling us that the consumer
was advised to call them back after the cleaning was done so that an inspection could take place to
see if in fact the issue with the carpet
was due to fibers untwisting.
They have told us that "...if the fibers are unraveling due to ordinary
foot traffic then the issue would be covered by STAINMASTER but
if it's a manufacturing related issue then it would not."
The warranty for manufacturing defects is held by [redacted],
the carpet manufacturer which unfortunately filed for bankruptcy on 1/8/13. Manufacturing defects warranties in almost
any industry are limited to one year because any defect would be
noticeable at the time of installation
or shortly thereafter. When we called on behalf of this customer we
were told that since they didn't file any claims of defects in April
of 2012 when the carpet was installed, that they must now file a claim with the bankruptcy court to recover under the warranty if further
inspection shows that a problem exists and is in fact a
manufacturing defect.
Custom Carpet Centers will continue to argue this customers
case as long as they feel a problem exists but understand please that the extensive warranties on their
carpet are issued by the carpet manufacturer and the fiber manufacturer. We STRONGLY
RECOMMEND that the customer accept the offer of the fiber manufacturer to inspect the carpet and
most importantly, to get the carpet cleaned as called for in the warranty to keep all warranties in effect.
As we discussed on the phone, I wish to offer my sincerest apology for how my sub-contractor treated you. Your report of what was said was shocking to me and in my opinion was certainly not professional and furthermore, it was disturbing. Of coarse, when questioned, the sub-contractor ([redacted])...
denied what was said. Again, I was not there and would never condone the language or attitudes you describe.
Your complaint to [redacted] was filed 7/23/14, my understanding is that they are to inspect you floor Monday 8/18/14. Hopefully they will agree with your assessment but as we discussed, that will be up to [redacted].
Regarding the desired settlement, I cannot authorize be a refund of the original purchase price. We were contracted to do a job and although some unfortunate things have happened along the way, we have substantially completed the floor installation with some minor repairs of floor areas to finish as we discussed on the conference call.
I believe the the furniture damage can be repaired and I would like the opportunity to bring the broken piece to the repair shop. If the furniture cannot be fixed, I agree that we will need to come to a monetary agreement.
I do still believe that [redacted] is completely capable of repairing the trim and walls but I am willing to consider having another contractor complete the work on the following conditions, I will need 2 separate estimates for repair from contractors of your choice and further reserve the right to send a contractor of our choice to provide an estimate.
[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]
As stated previously, I will not accept the response of Custom Carpet Centers until I am offered a replacement carpet or a full refund of the purchased price. The responses thus far have been canned company lines and to say that my comments have been "caustic" may be the most truthful response from them to date. Yes, they may be caustic, but that is only because their business practices are deceiving and apathetic.
I am disgusted by the company's proclamation that they have made many attempts to resolve this situation, when, to be completely honest, they have NEVER attempted to contact ME. The only contact we have ever had with them was due to me picking up the phone and more or less begging to speak with someone that might be able to help. All of this leading to me being connected to a disrespectful, unconcerned representative of their company. All other leg work was mine. I have all of the paperwork to back that claim up. They clearly do not want to see that documentation, which has always been at their disposal, as well as the Revdex.com's.
I would respectfully ask that the Revdex.com NOT close this complaint, simply because an entity larger than myself has requested it. This is a matter of making sure that proper customer service practices are adhered to, so that simple consumers such as myself are not taken advantage of. It would be disgraceful to close a complaint without proper proof that all of these so-called attempts to resolve the situation were ever actually made, which, clearly, they have not been.
Thank you.