We did not have an immediate response from Carpet One from my initial phone call. In fact, I did have to call again, to see if they would do the work. We were given a specific time when the carpet layers would come, and were told that if they were running late, they would let us know. 1 1/2 hours after they were supposed to be there we hadn't heard anything. I called Carpet One back, who then called their carpet layers, and within 15 minutes of my call, the carpet layers called us and gave us a more accurate ETA. They arrived, looked at the problems, gave us the cost, and with our approval, went to it. To this point (about a month later) the carpet problem has not returned.