CARPET COURT

"This customer purchased her own sink from a different company! We visited her home on numerous occasions before she ordered the sink from another company and she was warned by our staff that some adjustments to the cabinet base would be needed to make that sink fit the exceptionally small cabinet. We recommended a different sink that would not delay her order, would be a better fit and could be purchased from us. However, when she finally received the sink from the other company, she was upset because the cabinet would need a minor adjustment to make that sink fit. She decided that she did not want to adjust the cabinet and she didn't want a different sink. We decided to cancel her order and credited the customer's deposit that same day. As we were not able to come into an agreement as one can see from her defamatory statements."

"This customer had selected a special order tile that had to be shipped from another state. At the time of order, he was told that it was a special order tile that could not be returned. The customer gave us the measurements and the amount of material that he desired to order. He had his own installers who did the measurements and it was decided during the installation not to install tile in one room. This created excess material. He called us on a Saturday to check to see if he could return the tile. We told him that it was special order and it normally can not be returned but we would check on Monday with the manufacture to see if they would be willing to take the tile back. The manufacture said that they would approve a credit for the returned tile but only the full unopened boxes with a nominal restocking fee to cover the shipping. We called the customer and informed him of this option that he had, He agreed to bring back the tile for the credit. He waited for 14 days to return the tile. We then gave him the credit and shipped the tiles back. After these things occurred we noticed the false statements on Angie's List. Apparently, the customer typed this post, on Sunday, one day after we first talked to him about the possibility of returning the tiles and before we had approval from the manufacture on Monday for the return of the special order materials. The customer said that he updated the post, but as it is still here, he has failed to do so."

"CUSTOMER UPDATE: We called her to schedule a time to inspect the floor. However she said that she no longer lives at that location. We asked if the quality of the wood flooring and installation was good, she stated “the quality of the work and flooring was good”. She just had different expectations on what could be done with the hallway and wanted to let people know that they should ask more questions, so they know what they will be getting. We agree that it is good to ask questions, before, during and after any project with a home. JOB DETAILS: The customer asked if wood flooring could be installed as she had a slight peak in the hallway where the support beam was located for the home. We stated that it could be installed as long as it was installed parallel to the peak and we recommended a floating type of installation. By doing so the floor would be better able to conform to the peak that existed. However, we did not say that the floor could be leveled as it was a support issue for the home. We removed the carpeting and it exposed an area in the hallway that had water damage that was repaired by others sometime in the past. The repair that was done by others was acceptable to install over, however we sanded down the area the best that could be done without effecting the floors around it. The peak that remained was very slight and acceptable by the NWFA standards. We talked to the customer at that time and she said to go ahead with the installation. When we completed the installation. The customer called and had some concerns about the new floor. We arranged a time for the next day to inspect the floor. She stated that she knew that the hallway would not be level, as our staff had talked to her about the above information, but she was concerned that the area might wear down faster, we assured her it would not be an issue. We mentioned that after the floor acclimated for a month the slight peak may improve, but not disappear as it was a structural problem. Most floating wood floors would improve after acclimating over a period of a month, this allows the floor to conform to the sub-floor. Thus, it was agreed that she would call us in one month if she wanted us to come back. She never called and we assumed it was then acceptable. CONCLUSION: When we saw the report on Angie's List, we were surprised to hear that she had issues as we had not heard from her since that time. Even though it was past the warranty, we called her to schedule a time to inspect the floor. However she said that she no longer lives at that location. We asked if the quality of the wood flooring and installation was good, she stated “the quality of the work and flooring was good”. She just had different expectations on what could be done with the hallway. She wanted to let people know that they should ask more questions. We agree that it is good to fully understand what the options are for each job. So, you will know what you will be getting. If you do not understand something, ask questions, before, during and after any project."

"We researched our computer and physical records going back to 1990. According to our records, we DO NOT have a customer by the listed name ([member name]) or listed address ([member address]). From the comments, this individual is apparently upset from something that may have occurred 10+ years ago with either our company or it's founder. However, the comments to not correspond to our company policies or our records. Being that this person is not on any customer records of ours, we feel that this is an invalid complaint. Our customers are our most important resource and thus customer service is always at the highest level."

"Our goal at Carpet Court is to always service the needs of our customer. With the member's job, the stone countertop was damaged in transit and a replacement was given at no cost. We transport these items in the best way, using standard practices, so that this doesn’t normally happen. However, it can and does occur on rare occasions, as this example shows. The replacement stone was from a sister slab to create the same polish, coloring and look. The polish was processed in the same way as the first stone materials. When the contacted us regarding the polish difference that he observed, we had someone look at the issue. From our professional standpoint: we feel that the materials had the same shine level as the other stone and that the difference he observed was the difference of the lighting within the home, the replacement stone was on a ledge with different light hitting the stone. However, we wanted to please the customer and made arrangements for the replacement material to be polished to an increased level by a stone polish specialist. This process is a messy process and we did inform the member that it would be, of which he stated that had no problem with the mess, so we agreed to proceed with the polishing. We feel bad that the materials were damaged in transit, however we also feel that we did whatever we could to please the member and give him the best end result, which is that he has a beautiful countertop."