Inside Story Carpet One Floor & Home

"I was certainly surprised by Mrs. [Member Name Removed]'s response to our conversation yesterday. When she complained about her carpet she neglected to tell me that she had already had her carpet replaced once at no charge to her. Our records are only for the original purchase. With this information I was able to get additional information on this replacement carpet. Like all warranties, this is a manufacturers warranty. Not an Inside Story warranty. I do not have the discretion to approve or deny a claim. I can only file a claim. An Independent Inspector must come out and perform tests on her carpet and then they will make a report to the mill. If the Independent Inspector finds a defect the mill should replace it. If they don't find a defect it won't be replaced. But it is not my decision. I doubt Mrs. [Member Name Removed]'s plan to replace her carpet with tile will be approved. The mill will only replace with like kind and quality and only in the room(s) that are damaged. But nothing can happen until the Independent Inspector makes his inspection and report. Had I had this information my conversations with the mill could have been more productive. I don't know if the mill will replace her carpet for free a second time. I am sure they won't replace it with tile. Also, her complaint shows this work was completed yesterday, March 7, 2019. The original work was performed mid 2015. almost four years ago. Mike Jacob Inside Story Carpet One"

"Inside Story Carpet One Floor & Home prides itself on our excellent customer service and knowledgeable and professional installers. We have been a local, family owned and operated company for over 30 years. Prior to the clients purchasing material and starting the work on this particular home, our Sales Staff had multiple conversations with the clients about potential changes that might come up based on their specific situation, which we did end up having. The work did end up taking one additional day than had been originally scheduled. The lumps under the vinyl flooring was a combination of gas bubbles and adhesive that was remedied in the most appropriate method. It was unfortunate that there were a few messes and damage that occurred during the work being performed. Our Sales Staff attempted to find solutions with the clients including repairing the bent refrigerator feet and the carpet installer went above and beyond doing additional work at no charge that was not on the invoice. The purchase price was discounted to the client both up front and after installation was complete. The clients made repeated comments about how happy they were with how the flooring looked installed in their home."

"Thank you!!! As a local, family owned and operated business we know the importance of a good reputation. Be sure to tell your friends and neighbors!"