Brent's Carpet One Floor & Home

"[removed member name], I am the owner you are referring to in your review. I feel that you have been unfair in your evaluation. Our service to you from the beginning has been prompt and professional at all times as detailed below. When you initially called us with the seam issue, we sent a crew out and worked on the seam for you in a fashion that was both timely and professional. We did not receive feedback that there was any continued complaint. At any time when we receive a phone call about work that does not meet the expectations of the customer, we respond immediately. Our labor has a lifetime warranty so there is no danger of us saying we will not fix a seam for you. Your grades do not reflect the service you received. Now we come to the main complaint of the looped carpet. The carpet you purchased is from a California manufacturer, and is a high quality Nylon. When it was installed, there was no defect in the carpet. We cannot control what happens to carpet after it is installed. In your case, something sharp caught on a loop and pulled it out to a point where it protruded higher than the loops around it. These damaged loops are supposed to be cut by the homeowner to prevent further damage as they can easily be caught and pulled on by something else or by the vacuum. However, an aggressive vacuum grabbed the loop of the carpet and created what is called a "run" in the carpet. This is the same terminology as is used in fabrics and clothing. Because the fiber is continuous, anything that pulls on one of the loops with excessive force will pull the fiber out. This damage is more likely to be caused by a vacuum that has no height adjustment, but can be caused by any vacuum if the loop protrudes far enough. Just as you would not be able to return a garment that had been abused in this way, carpet that has been damaged in this manner is not the responsibility of the manufacturer or the company that installed the carpet. Once damage has occurred to a carpet in a home (outside of our control) our options are limited, as the damage was caused by someone in the home and not our company. We can do any of the following, as was explained to you when you came into our store: 1. Notify the manufacturer who will come and inspect the carpet. As the damage was caused by a vacuum cleaner, there is almost no chance that this will make a difference, but we did volunteer to do so for you. 2. Patch the carpet. The carpet you chose is low pile height carpet. This type of carpet shows seams more readily than carpet with taller pile height. We can patch the affected area, but the seams will be somewhat visible. You declined our offer for repair. 3. Replace the room at a reduced price. We are always willing to do what we can to make your experience with our company more pleasant, and to stand behind our installation. Even when we did not cause the damage, we will work with you. I am happy to replace the area at a greatly reduced price (near cost), but this alternative was also declined. Again, our responses to you have been professional and courteous. Your carpet is first quality (without defect). We have responded to every issue in a timely manner. We have not withdrawn the options explained above, but we cannot warranty carpet that has been damaged by a customer as I am sure you understand. I know that it can be frustrating when accidents happen to new floors, and we have worked through things like this with customers before. When doing so, we are not out to make another profit, but to benefit the customer - our 35 year reputation was not built on abandoning our customers in their time of need, but as a business we cannot replace things for free when we are not the party at fault. This does not reduce the value of our services or materials, nor does it make us less responsive or professional. If there is anything we can do to help you, we are willing and able to help you resolve the issue."

"Thanks for the great review [Member name removed]! We appreciate your feedback, and are grateful you chose our store out of all the places you could have shopped. We look forward to helping you with any design ideas you have in the future! Ben Griffiths, Owner PS Solid name you have there!"

"[Members name], Thank you for choosing Brent's for your flooring. I love it when our customers are specific with their praise, it helps us to give credit where it is due. Don is great at what he does and I will be sure to pass your complements along. Thanks again! Ben Griffiths, Owner"