A & D Carpets Inc & Hardwoods

"I do regret the service you received did not meet your expectations. It is not common for our installation staff to throw old carpet out of a window. There are exceptions when this is the best way to get the material out of the home to prevent walls from being damaged while removing the flooring. The installers are trained to remove carpet out of a door most convenient for the home owner. I will say your installation technician, although extremely skilled with over 25 years of experience and industry certified, is no longer on staff with A&D. We did have some issues with differing values and felt it in our best interest to part ways. We do hold our installation teams accountability for preventable damage they may cause to a home for not following the guidelines. We simply ask that you let us know about any damage found and provide receipts for repairs in order for us reimburse you. In reference to the cost per sq foot, I would challenge you to do a google search regarding the cost of flooring. I can assure you I have been in this industry since 1998 and the lowest price I have EVER paid for a piece of carpet is 3.31 (.36 per sq ft) per sq yard for builders grade, cheap piece of carpet and that was back in 1998. The manufacture does not place pricing information inside of the material. On occasion the shipping cost of material could have been left in material if a shipping company delivered the material. Shipping fee range from .04 to .12 per sq ft for the fuel surcharge plus a freight fee which ranges between $59 and $99 depending on manufacture. We paid more for shipping the carpet than it would have cost at .06 per sqft. I am confident you received your carpet for a great value. We are comparably priced with the CSRA and inline with big box stores. I have completed a review of the material you selected. The roll label, delivery ticket and the invoice all match your contract. The material selected was the material ordered, delivered and installed. We ordered the material purchased and will gladly show you the tickets and label match your contract. I do understand how your wife could think there is a difference. When purchasing carpet you are shown a sample. The sample has been exposed to the environment which relaxes the fibers. A newly installed roll of carpet has to have time to "breath out". When it is manufactured it is rolled with the carpet inside out. You have the pressure of up to a 500 foot roll packing the fibers down. When an order is placed with the mill it is cut to size, rolled once again fiber side in and shipped with possibly 50 rolls of carpet stacked on top of it. it is then stored in our warehouse with up to 3 rolls on top of it until the morning of installation. It can take up to a couple of months for the carpet to completely "breath out" We strive to exceed our customers expectations with each install. Our 4 values are creating happiness, accountability, respect and gratitude. I do wish to just simply say I am sorry we did not live up our values with your experience."

"Our values are creating happiness, accountability, respect and gratitude. We did not live our values in your home. I wish I could have changed the respect you where shown. I can tell you we no longer have your lead technician on staff due to differing values. He was a very experienced installer with over 25 years experience, but did not live the values we represent as a company. Unfortunately, we have some customers that did not experience our best. I am truly apologetic for your experience."

"I do appreciate this wonderful review; however, to be completely honest we did not clean Ms. [member name removed] carpet. My best guess is that another company must have cleaned the carpet for Ms.[member name removed]. Our minimum fee is higher than the price list. Our cleaning system is approved by the Carpet & Rug Institute and we use only CRI seal of approval cleaning products. The products and procedure increase the length of time between cleanings because they do not attract dirt to cleaned areas. We price every cleaning up front prior to beginning the cleaning process to minimize any price suprises upon completion. We do appreciate the great review but want to make sure we don't upset potential customers when the minimum is higher than the price listed."

"We did arrive extremely later than the time given and it was extremely late to begin an installation process in order to provide the best possible installation. The installation lead technician schedule for this install encountered problems with his first installation. What should have taken 3 hours to install turned into an 8 hour installation. The tack strip had to be drilled through a slab instead of simply nailed in place. This created an unexpected delay with this customers installation. She was notified that the crew was running severely behind and offered a rescheduling date or a late day install. At times we do run encounter unforeseen problems which can create delays. There is no way to determine in advance that a problem will occur. We try and explain at the time of purchase that multiple installs can be scheduled each day. We provide our best guess as to the time an installer will arrive. We have about a 97% success rate with correctly giving a time. We completely understand the level of frustration that can occur when an install gets postponed. For this reason, we offered to proceed with the installation. However, this meant we were not able to offer our best and the very important clean up details were missed. The customer notified us the following day of her concerns.The owner of A&D, a previous installer himself met with the home owner to take care of her concerns. He cleaned and vacuumed the areas.He walked over the installation and explained the remaining areas of concerns. Such as the cable cord could not be placed underneath the carpet as it was originally because the carpet and rug institute guidelines prohibit cords being installed underneath wall to wall carpet. We install according to CRI-105 guidelines. We did on the return trip run the cable along the edge of the base boards to prevent it from being unsightly. He also addressed the paint peeling from the trim was due to the backing on the carpet rubbing this area during installation. There is no way to prevent rubbing the base boards with the carpet backing. The problem occurred because the base boards were painted with a latex paint over an oil based paint. This will peel every time as latex does not adhere to oil based paints. We failed to explain this to this customer prior once we noticed the problem had occurred. Our technicians start each installation by reviewing the scope of the work and the areas of installation with the home owner. The technicians have work orders to follow detailing the work to be preformed but, we have found it best to confirm the work order. We want to make sure everyone's understanding of the work to be performed are the same prior to beginning an installation. Work orders are great tools but it is important to review this with the homeowner at the work site. Although we strive to make the entire process from purchase to installation goes smoothly, we missed the mark. This has been reviewed with our technicians and are looking for ways to improve the process when unforeseen problems occur."

"Seams are not invisible and are placed in accordance with CRI installation guidelines. Customers are given information regarding seam placement at the time or purchase. We clearly state that seams are not invisible and depending on several factors like light source and seam direction some may be more visible than others. Seams on clothes are very visible and accepted; carpet is made from the same fiber as clothes and seams may show. Seam placement is determined in part by the amount of carpet purchased, room size and layout. The offer was made to allow the customer to purchase a full piece of material for the hall alone to eliminate the seams. The cost incurred would have been the same price as if the hall was purchased seam free when the purchased was made. There would be no additional installation fees incurred for replacing this area with a solid piece of carpet. When a customer buys the minimum amount of material it takes to cover the square footage of the replacement area the amount of seams increase. We clearly state seams are not invisible and seam placement in part will be determined by the amount of material purchased. If you would like to minimize seams additional material and installation fees will apply. We understand that seams can be unsightly at times depending on carpet selected and when you are unhappy with seam placements we will attempt to offer the best possible solution for the particular installation area. The best possible solution for this hall was to install a solid piece of material without seams. We offered to replace for the cost of material only which would have been the same total price the customer would have paid at the time of the purchase had no seam request been made for the hallway. There are seams in almost every room of this installation and the only seams the customer is unsatisfied with are the ones in the hall. Due to the layout of this installation, without the purchase of a solid piece for the hall, there where seams in the hall. Replacement was offered and declined; free annual CRI SOA cleaning was offered but declined as well. We realize we will not satisfy every customer and try to go above and beyond to resolve all areas of dissatisfaction. We accomplish this with most of our installations. We have a 95% satisfaction rating based on surveys. We take pride in our installation and will gladly take the time to discuss seams with you before a purchase. We show examples of seams in our showroom carpet. Our lead carpet technician is hired five times per year by the largest carpet manufacture in America to install carpet at their conventions. He is the only technician in the Southeast to be hired by the manufacture to install for their conventions. If he cannot make a seam disappear nobody can and if you are not satisfied with the seam we will gladly do what we can within reason to install the area without seams. However it is unreasonable to expect to be given something for nothing. There is a cost for additional material. The technician is willing to replace at no charge if you are willing to purchase the material. Keep in mind this would be the same cost incurred had the material been purchased without hall seams when the job was originally purchased."