A CUMMING & SONS CARPETS INC

"Thank you [member name removed], it was a pleasure working with you. I'm sure your new carpet will just add to the beauty of your wonderful home."

"[Member Name], Thank you for your kind words. We so enjoyed working with you on your project. Our goal is to make sure you are pleased with your new floor and it is the correct floor for your needs."

"Thank you for your positive review. Our mission is to make sure our customers receive the right flooring for their needs, and they are happy with the results. Thank you!"

"I am sorry the customer were having a bad flooring experience, but this review has me truly confused. At the time of this review, the scratched floor had been scheduled to be replaced, at no charge to the customers. After reading the review, I called the customer, to confirm that they do know this issue is all being taken care of and an installation repair date had been scheduled with him. The customer did agree he knows we are replacing the scratched flooring and that we will be out to their home on the date scheduled. I'm not sure why she feels we have questionable honesty, when the scratch proof warranty does caution against moving appliances or heavy furniture without protecting the floor, as in this case, moving a bed frame with unprotected metal legs. We do understand the customer did have one product in mind when they came into the store. We do indeed have this product, but our salesperson also showed the customers a newer and exciting luxury vinyl tile that many, many customers are very pleased with - both in looks and performance. Our salesmen are knowledgeable about all products, and try to guide customer to the product that may serve their best interest based on different factors, such as the customer indicated - kids and pets. Interestingly, if the customer had purchased the original product they came in to look at, they would not be getting it replaced at no charge, as the warranty for that product would not have covered this scratch. In the review, the customer said the installer who went out to do the initial repair was "unable to make recommendations." I'm not sure what she means by that. We were told there was a scratch in one or two tiles. So we sent the installer out to do the repair. Unfortunately, the scratch involved more than the one or two tiles, and would take more material than what was at hand. We sent our estimator out to take pictures, and filed a claim with the manufacturer. The manufacturer approved the claim, new material has been received, and the date had been scheduled for the repair. So we are confused as to the "been less than honest and customer service is greatly lacking". We're not sure what else we can do to please the customer, other than apologize again for their scratch, and reassure them we will install the new tile as scheduled."

"Thank you! It was a pleasure working with you, and so glad you love your new flooring."

"We are sorry the customer had an issue with her final payment. It is not our policy to ever expect the final COD payment made to us until the work is complete and the customer is satisfied. Bruce Cumming, the owner apologizes for coming across as not caring about the customer experience. Cumming's does not and never has approved or promoted any negative or rude attitudes with salespeople, installers, or management. As it has been years between the times the work was actually done and this report was posted, the exact conversations probably aren't as clear, but obviously the customer feeling of disappointment was still being felt. And for that, we are sorry. As the customer did not mention the actual new carpet and laminate flooring, or the quality of the installation, we hope she was (and still is), totally pleased and satisfied with the product and installation. But as customer service and satisfaction involves more than just the product purchased, again, we are sorry for the customers negative experience and we will make sure it does not happen again."