CUSTOM CARPET CENTERS

"We completed this on January 15, 2021. We apologize for the amount of time it took to complete this. There were some extenuating circumstances, which we don't need to get into here, but we should have been able to complete this in a more timely manner. Again, we apologize for the speed of response and for the inconvenience. We are also hoping that we can now count this consumer as on of the 96% of our customers who say they would recommend us to a friend and with whom have earned an A+ Rating with the Better Business Bureau."

"Our records indicate no open service items with this consumer. Our records do show that the consumer called to complain about post-installation scratches in a laminate floor and staining issues with their carpet--both due to user damage and/or usage. Neither issue is covered under warranty. The consumer was given information on how to clean and proper care of their flooring and carpeting and the file was closed, accordingly."

"On the day after the installation of carpet in (Member name removed)'s home, a call came into our service center that some medication had been discovered missing from the (Member name removed) home. Our crew chief was immediately notified and he contacted (Member name removed) to get details. Ultimately, the crew chief was able to determine that one of his part-time, seasonal helpers has committed the theft. That helper was IMMEDIATELY FIRED. Although basic background checks are done on the hiring of seasonal and part-time helpers, it is close to impossible to predict what may happen with any individual that may be hired, even those that pass the background check. The following day, the crew chief visited (Member name removed)’s home and was told that there was also a pair of sunglasses that “might be missing” from the kitchen windowsill. It is pertinent to note that the carpet work that was being completed was in the bedroom(s). Regardless, the crew chief offered to reimburse (Member name removed) $100.00 as a courtesy for the trouble and as recompense for the missing items, which she accepted. It is very important to note that the crew chief responsible for this individual has an unblemished record in over 15 years of working for us. Nothing like this has ever occurred in the entire time he has been employed with us. To his credit, this particular crew chief acted quickly and, in our opinion, correctly in responding to this situation. It is also important to note that the released helper denied having has anything to do with the missing sunglasses. When our crew chief left (Member name removed)’s home, our crew chief felt that the situation has been satisfactorily resolved and we have had no further contact with (Member name removed), until this Angie’s List report showed up a year later. We acted in a manner we thought appropriate, given the situation, and are truly sorry that we have lost (Member name removed) as a customer. We would be happy to serve (Member name removed) again in the future, but we have closed the book on this particular incident."

"This complaint has been settled since this original complaint was posted. We were only recently made aware that this complaint was on Angie’s List so what follows is the rest of the story and the resolution. Regarding [removed member name] comments and experience with Custom Carpet Centers, it was unfortunate what happened to the flooring but it was not the fault of either Custom Carpet Centers or of the flooring itself. We installed a 4” Maple hardwood floor into a home that was under construction for [removed member name]. When we do installation of hardwood flooring, we first deliver the hardwood to the job to allow it to acclimate, after 24 to 48 hours, we then test to make sure that it has properly acclimated, according to manufacturer's specificationss. When both the hardwood and the home are within specification (essentially a measure for humidity, both in the air and in the substrate, we proceed with the installation. When we were called back to investigate the issues [removed member name] was having with her hardwood flooring, we were able to ascertain that the environmental conditions inside of her home had changed. We called upon the manufacturer of the hardwood to come and inspect the floor. We also called an independent floor-covering inspector. All signs pointed to the fact that something had changed between when we installed the floor and the then current condition. Hardwood flooring is sensitive to the environment where it is installed. Homeowners as well as homebuilders must take precautions to ensure a suitable environment. Unfortunately, due to moisture problems in the home and improper maintenance (cleaned with a hot steam mop—an absolute no-no for hardwood flooring—regardless of what the commercials say), the manufacturer turned down the complaint because this condition was found to be due to steam mop damage and changing humidity inside of the home and not a manufacturing defect. After [removed member name] started a lawsuit, against both Custom Carpet Centers and her Home Builder, a settlement was reached, in effort to err on the side of the customer, Custom Carpet Centers agreed to pay for 1/3 of the cost of lawsuit (we were granted a release from any liability), even though we were well within our rights to turn this issue down altogether."

"This consumer came to us 8 YEARS after the carpeting was installed requesting that we come back and re-stretch the carpeting for FREE. There initially was some some confusion as to what rooms were involved. We quoted the consumer for re-stretching the entire house. It would turn out that only 2 rooms were involved, not the entire house. By the time we were able to determine this mis-communication and re-quote the price, the custom already decided to have a different company do the work. Had we been quoting apples to apples (2 rooms), our price would have been similar. Even after that work was completed by another company, we offered the consumer a $50.00 adjustment, which she rejected. We certainly should have done a better job of communicating our price to this consumer to make sure that she knew what our price quote covered. For that, we are sorry and have tried to say so. We do the believe that the customer's expectation that we should have gone out and re-stretched a carpet that had been installed for 8 years for no charge, is unrealistic. If the carpet wasn't buckled after her one year inspection with her builder, then it certainly was not due to "improper or sub-standard installation". Carpet can require a re-stretch for a myriad of reasons: temperature changes, carpet cleaning that made the carpet too wet, changes in humidity inside the home from season to season, moving of heavy furniture, etc. etc. Again, we sorry that the consumer was left with a bad taste in her mouth, but other than our part of poor communication, we believe that this was handled properly and would do again with a similar situation"

"JUNE 9, 2010 DELIVERED VIA EMAIL TO: [email protected] RE: CARPETING PROJECT AND PROPOSED RESOULTION FOR Members 772 PIONEER DRIVE, NORTH TONAWANDA, NY. BACKGROUND: On May 8, 2010, members purchased $2,126.34 (pre NYS Sales Tax) worth of carpet, pad and installation from Custom Carpet Centers for use at the above address. The installation for the above was scheduled for Saturday, June 5, 2010. On the day of the scheduled installation, it was discovered that the wrong carpet had been brought by the installers to the home. Even though it was the wrong carpet, it was decided by the customer and the CCC installer that the carpet would be left on site and cut in the rooms without being adhered to the tack strip around the perimeter of the room(s). It was later determined that the mistake has been made by the carpet mill and that the wrong carpet had been sent by the mill to CCC. On Monday June 7th, after checking with the mill to make sure the mistake was not made a second time, the original selection was reordered when it was determined that the order could be priority rushed from Georgia to New York in time for it to be installed in advance of a party that the member's said was to occur in their home on Sunday, June 13th. A tentative date was set up for Friday, June 11th to tear out the temporary carpet and replace it with the correct carpet. CCC agreed to do the installation after 3PM in order to accommodate a request to do so by the member. After multiple discussions on June 7th and 8th, between Jim Donohoe, General Manager of CCC and member, an offer of a $200.00 inconvenience adjustment to the order was made by Mr. Donohoe, if the installation was to proceed as noted above. That offer was subsequently deemed unsatisfactory by the member. RESOLUTION: During a conversation today between member and Jay McDonnell, President of CCC, the offer of the $200.00 adjustment was again made and again turned down by member. After further discussion between Mr. McDonnell and member, the following resolution was agreed to: Upon signing and return of this document (via email or fax), the member’s Master Card will be credited back the full $1,000.00 deposit they had previously paid and the order will be deemed canceled, contingent upon the return of all carpet and pad in the same condition it was when the CCC installers left it in the member's residence on the previous Saturday. It is also acknowledged here by both parties that the credit on the Master Card will be issued before the carpet and pad is removed from the house. It is also acknowledged by both parties that if the carpet and pad is not returned as described above, the $1,000.00 will be placed back on the credit card until it is returned. WE RETURNED ALL OF MEMBER'S MONEY IN FULL. WE TAKE GREAT EXCEPTION TO THE FACTS OF THE STORY AS PRESENTED BY MEMBER. ADDITIONALLY, WE FEEL THAT MEMBER IS A SERIAL COMPLAINER AND FRANKLY, CONSIDER OURSELVES FORTUNATE THAT SHE DECIDED TO GO SOMEWHERE ELSE TO BUY."