Arcade Floors Carpet One Floor & Home

"I have read the member’s comments and feel strongly that they are not all entirely factual. There appears to be a lack of communication between him and his wife. First let me comment on those complaints which are justified. It took longer than it should have to get the material because it was not available locally and had to come from a California warehouse. Because of fuel costs today, trucks do not roll until they are full. The second legitimate complaint had to do with us postponing the installation. He said we cancelled the installation three days straight. That is not a true statement. One of our in-house installers is out with knee surgery and the back up installer failed to appear on the day we had scheduled for him. On the day of the actual installation, our dispatcher had a discussion with the installer and since the paper work did not call for a helper, they felt one man could handle the job. The customer said, “After much arguing with the store…” When the installer arrived at the job and realized help was going to be needed, he, not the customer, called the shop and requested help. Since all of our installers were already out on installations, our Sales Manger, volunteered to go out and help. As for the couch, we have no way of being sure if we broke it or if it simply broke because we moved it but in either case, we accepted responsibility. We gave the customer’s wife the names of three furniture repair places and said we would pay to have the couch fixed. The customer said we have made no offers to make up for the inconvenience we caused. The customer’s wife told us she was looking for area rugs. As an apology, we offered to provide her with the area rugs at extremely deep discounts, maybe even free. When she expressed concern about her pet, we also offered to pay for Doggie Day Care during the installation. The customer reports that a transition strip is missing. The sales associate did not include the transition in the installation for this particular spot, but we have scheduled to have it installed. No matter how hard a company may try, occasionally things are going to go wrong. Since the majority of our business comes from repeat or referral customers, we take complaints very seriously and address them as quickly and fairly as we can. We think Angie’s List is a great source of reference for its members and we are proud of our Super Service Award. But we also think that reporting members have an obligation to fairly report facts."

"I have read the member's comments at least a half dozen times. The very last line concerns me more than anything else. When a customer has bought from us several times in the past 20 years but will never use us again because of this experience, that is painful. Our Customer surveys tell us that 78% of our customers are either repeat customers or referrals so it is easy to understand why it concerns us. Regardless of the extenuating circumstances, we have obviously fallen below our customer's expectations and for this, I sincerely apologize. I have spoken with our sales associate and he does not feel that he gave the customer any reason to believe that he was not interested merely because his part of the sale was completed. If he did so, he too heartily apologizes. The customer has indicated that we told her an untruth to justify a delay in installation. Following is the chronology of exactly what happened. The contract was signed on December 27, 2011. Carpet mills traditionally close from just before Christmas for two weeks. Our sales associate says that he informed the customer of this. The mill reopened on January 6, 2012. I cannot explain why, but the carpet did not get ordered until January 9th. It was delivered to us on January 17th and it was opened and inspected on January 19th and we found lines in the carpet. We informed the mill and reordered a new piece. The second piece was received on February 6th and inspected. It was installed on February 7th. The customer is welcome to view the paperwork on the return including the manufacturer's Return Authorization and the receipt from the driver who picked up the defective piece. I am not sure where the customer got her information, but we did not lie to her. Because we are short staffed due to this recession, Mary Jo is placing orders, scheduling jobs, and running the warehouse on top of her normal work duties. She admits that she may not have been as pro-active as she could or should have been under the circumstances of this installation. For that, she too apologizes. I am not sure how an installer on vacation entered the picture. One of our installers was indeed on vacation and he is one of our two residential installers. Both that installer and his father have worked for us more than 10 years. When one or the other is unavailable due to vacation or illness, the other fills the void. Therefore, having an installer was not the problem. Having the carpet to install was. There were definitely some miscommunications and misunderstandings both on our part and the part of the customer. However, the bottom line is that she is the customer and we should have done better. I intend to contact this customer within the next few days to ascertain what we can do within reason in the way of an apology."

"Thank you very much. We are happy that you are pleased."

"Thank you for rating us on Angies List and thank you for choosing Arcade Floors Carpet One as your flooring store."

"Member, I am distressed that you seem to be as unhappy with us as you are. I received notice of your Angie's List report over the weekend and first thing this morning launched an investigation as to your concerns. I believe your grading of us might be a little harsh. Let me quote from a letter you wrote to us on July 18, 2011. "First let me say that I am very satisfied with the quality of the linoleum, the preparation of sealing the old tile and the leveling of the floor and the general laying of the floor. Thank you." That speaks well of William Scott, our installer. Scott joined Arcade some 15 years ago right out of the army. We trained him and over the years is one of two of our most accomodated installers. It seems that most of your dissatisfaction revolves around the vinyl cove base...its color and pieces. I have read your contract and it does in fact call for us furnishing and installing vinyl cove base. It is my understanding that a single piece was presented to you for your approval prior to the actual installation and it was approved. As for the pieces, vinyl cove base is made in 48" lengths so it is installed in pieces. I believe you would have preferred a wood baseboard rather than vinyl cove base. You would need to hire a carpenter to perform that installation. In your letter, you say that you personally removed the cove base but you also state that you feel that have paid for something you do not have. We did in fact supply and install the cove base as called for in our contract. Now let me address the issues where we may have fallen short. You mention that a one day job became two. I have spoken with Scott. It appears that the patching work was much more extensive than we anticipated. It took more time and more materials, which, by the way, we did not request any additional compensation. Scott said he explained to you that the job was going to take two days and that he was going on vacation the next day. He gave you the option of postponing the job, but you told him to proceed. Our Sales Associate did send the wrong kind of transition strip for your job. According to Mary Jo in our office, we have made three phone calls to you to install the strip and address your issues regarding the caulk. She did confirm that you have called back and the two of you are playing phone tag. As I said in the beginning, I am distressed that you are as unhappy with us as you are. I doubt that anything I can do will make you happy with us but I will look in to it and if there is anything I can do within reason, I will certainly will. Charlie Vogel"

"Thank you for your kind comments. As a company, we take customer service very seriously. It is rewarding when our customers recognize it."

"Thank you for your comments. We work hard at differentiating ourselves from our competition. Letting a customer know that we care about them first, business will follow."

"Thank you. We appreciate your comments. Purchasing flooring is an important investment so it's Okay to change your mind. We would rather you change your mind than take something you don't really want."

"Thank you for your very nice comments."

"It is our hope that a customer has a great experience from the start to the completion. It sounds as if you did. Thank you for your very nice comments."

"I think one of the nicest things a customer can say about a company is that it was "a real good experience". That's what we strive for. Thank you."

"Thank you for your kind comments."

"Apparently, we dropped the ball here. Both the sales associate and the installer should have told you that we would be using a hammer to break the tiles. Hitting the tiles causes the mortar to shatter making it easier to remove both the tile and the mortar. Doing it this way also causes less damge to the subfloor. I apologize for not informing you but I am glad you are happy with the end result. Thank you."