Rochester Linoleum Carpet One

Installation was split, bedroom first and the rest later. Bedroom was OK. Had to wait for other projects to be completed prior to final phase. Installer arrived to install linoleum and cut lager piece for dinning area and kitchen. The piece was two inches to short. Had to reorder and would let us know when it arrived. Have called to get an update and have yet to receive a return call. Their screwup ruined our Christmas. If the order was correct everything would be completed the week before Christmas. Now we'll be lucky if it gets installed before New Years. Like other reviews they were fast to complete the sale but the installation is where they fail. Will not do business with them again and will let everyone I know about their poor performance.

No good. They were over three weeks starting my project. After numerous calls I have been unable to actually get somebody to call me back. I've called 8 times and 3 weeks and Everytime I talk to somebody they tell me that somebody else needs to call me back and they just never do. I gave them money up front which I should not have done. I can't believe that somebody could be weeks late on a project and not even return calls. I've talked to everybody from managers to customer service representatives and nobody seems to know anything about how to get a project started. I went to the webster location for this work. They have yet to start or call me back. The price was reasonable and the designer Camon did a great job. Their execution just sucks. I've been told that ebanezer is my project manager. Maybe he is the issue?

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The products were great, but the workers are junk. The first day, one of the two workers called in sick. That put them behind. The next day, they were both here, but obviously in a hurry to get out of here. They left about an inch and a half bare floor leading up to my cabinetry. They told me they couldn't cut strips that small, as it would crumble. I offered to go cut them myself. They took off the quarter-round, but not the molding. They put the quarter-round back up and left a rubber kick plate, I guess for us to install ourselves. The holes are still showing. On the thresholds into the kitchen, they didn't pre-drill the aluminum strips. Instead, they pounded nails straight through, which split the linoleum in that area, left sharp edges on both sides, and an elevation of about 1/2". On the sides of the walls and on the threshold, they cut 1/2" strips that they grouted in and worked fine, despite their claims otherwise at the cabinet area. They reinstalled the quarter-round in some areas, but not others, leaving some places blank. They threw away the rest of it, because they couldn't figure out where they went. I called to complain, and they said they would replace the quarter-round. However, finding a cut that matches my molding, let alone the right stain and polyurethane is next to impossible. They sent "Bob" or "Rob" out to take pictures of all the issues, and we also found air pockets and cracking in the grout, caused by the rushed job. He totally agreed with me on all of these issues. We also found where they had replaced some linoleum in the entryway. In that area, they installed a very ugly aluminum threshold strip that doesn't even sit flush to the ground. They cut it with tin snips, and again didn't pre-drill, which left dents in the metal and more sharp edges. As it stands right now, my grandson can't safely play on the floor because of the job they did. They also left my stove unbalanced when they put it back in the kitchen, so now it doesn't light like it should. They were supposed to come back today to address these issues, so I took the day off work. They called this morning to cancel. I wound up cutting some of the vinyl myself and grouted them in, and removed all of the quarter-round and molding. I bought more molding and re-installed it myself. I haven't done anything with the kick plate yet, because I'm waiting for them to come back and address these problems. They came back and went through and fixed the problems. they outsourced it, they didn't have enough workers so they hired an independent individual to come do the rest of the work, he did a good job, went above and beyond.

Terrible!!! There after-sale service is the pits. They are fast and friendly to make the sale and measure your property but after that it all falls apart. We paid our deposit on August 25th. The contract specified September 22 as the installation delivery date. As late as 9/21 there was not a call from them telling us what to expect. We called. Oh, I am sorry. The carpet has not shipped from the factory yet. The carpet did not arrive at their warehouse until October 19th. They called to set up a date for installation. We decided on that Thursday. The installers arrived and looked at the house and said we cannot install today. Why? We (the clients) were supposed to clear off all the nick-knacks and breakables from our furniture so they could move it. But surprise, no one from Carpet One called to inform us what to do or expect. We rushed to move lots of stuff into any available space to clear things off for the installation the next day. The installers never arrived. We called the installers and were told that Carpet One had sent them out of town and they could only work on our house (now completely up in the air) for about 2 hours that afternoon. Completely unacceptable1 Carpet One management is completely unresponsive. Go somewhere else!

Buyer beware. I purchased three rooms of carpet several months ago. Two rooms were berber. After a couple weeks I noticed run lines down the carpet. Since then there are more run lines along with snags. covering most of the carpet. Neither of the rooms are in high traffic areas. Besides defective carpet the installers carpeted over my cable, did a poor job around corners and cracked several of my baseboards. The third room they carpeted was a spare room that has a freezer in it. I had to pay to have them remove the freezer in order to install the carpet. The installers left without telling me that they broke the vent off the freezer. Several days later I noticed everything in the freezer was iced over. I called a service person and not only did they break the vent they also broke the seal on the freezer hence making everything ice over. We lost hundreds of dollars worth of food that had to be thrown away. I called customer service and they sent someone out to take pictures. This person was going to see if the mill would replace the defective carpet. As far as the freezer went even though it was all ice and the food was frozen solid to the shelves, his response was " at least it's still running". It's been months and I still haven't heard back from Carpet One. The person in charge of customer service is never in the building and doesn't return phone calls. At this point I doubt the person even works there. 
Do not buy from this company. The product was sub standard and the customer service is non existent.

I'm not happy with them at all.  I made a deposit for the carpet on May 26th and it was not installed until July.  They didn't call to tell me that the carpet was not in and I had taken a  personal day off of work.  The installation was actually rescheduled four times. Two guys came out and it took them about three to four hours to complete the job.  They removed the doors off of the closets and installed the carpet, then they informed me they could not put the doors back on since the carpet was a little thicker than what I had.  I did ask them to try to put them on and they refused to.  I had to hire a handyman to put the doors back on. I had to talk to two different managers to try to resolve the issues.

My husband and I purchased the carpeting during the first week of July and were given an installation date of July 29, which was a Monday. We had agreed to move the furniture and tear out the old carpeting ourselves so my son came over on Thursday night to help us (he works weekends.) On Friday afternoon, we received a call that the installation had to be postponed because the carpets (both of them) were on back order. Needless to say, we were upset - they could have told us earlier that the carpets would not be in. We were promised a phone call on Monday to explain the situation - after a week, I finally called them. I was told that the bedroom carpet would probably be in before the week was over and they would let us know. They offered to re-install the original stairway carpet (which had been picked up the trash company weeks before.) By Friday, there was still no phone call. On Saturday, we went out of town for a week - still did not hear from them. When we got back, I called and still could not get an installation date. At one point, I tried to cancel the order and was told I couldn't because the bedroom carpet had already been cut. One of the Greece salesmen was so rude that I would not return to that store. The bedroom carpet was installed at the end of August. The hall/stairway carpet was still not available so they offered to "upgrade" us to a different carpet. When I went to the Henrietta store, I was offered one sample board to choose from. When I asked about the difference between the two carpets, the salesman told me that the original carpet had a 20 year lifespan while this new one had a 15 year lifespan. I said that was not an upgrade, it was a downgrade! He backtracked but I wanted to see the sample board for the original choice - he couldn't find it. I chose a new carpet but was not given an installation date. The next week, we received a call that this carpet was back ordered also! However, the factory decided to upgrade us "again". We finally had the carpet installed on September 14. The young man who installed the carpets was very nice and professional but my experience with this company was so terrible that I will never use them again and I will tell anyone looking for flooring to stay away from them.

The whole installation process was a disaster start to finish.   The kitchen floor was to be installed July 31. It was supposed to be done in one day. The installer, Curt, showed up late and started to rip up the old floor.  He said he found some asbestos tiles and would not continue saying we had to rip those up ourselves so he left. We called in an asbestos expert and he said there were NO asbestos tiles.  We continued to take off the old tiles because we knew the installer would not do it.  We also had to rip up one section of underlayment because the installer had already started that. That took the most time That was our weekend. We then called Rochester Linoleum and Carpet One's customer service line and asked to be put back on the list. It was rescheduled for August 8.  Keep in mind our kitchen, living room were a mess because we had to move out our own furniture the night before the initial install.  On the 8th, Curt again showed up late and said the floor was unlevel and he did not have the experience to do that.  He had not even brought his own level and had to borrow ours. He left to get the piece of underlayment to at least finish that but never came back.  The office finally called and said he would not be returning and
they were going to send out their "expert" crew the following day.  The expert crew was also late but they were at least able to level the floor and get it installed in one day.  However, they forgot to do one finishing piece along the step into our family room (see photo).  It is noticeable right away. There was also a piece of the floor near the cabinet that seemed warped (photo). I think they figured because it was near a cabinet and refrigerator it did not matter.  The following day, the carpet installer crew showed up (also late) and began installing the carpet. During the install they took the door to the garage off to finish the carpeting and found when they put the door back, it would not open again.  It was off by maybe 1/4 inch or less.  They would not do anything to fix the door saying they only installed carpet.  We called customer service and immediately got attitude from the man answering the phone and also his manager when we were transferred to him.  They were both very rude and uncooperative.  The manager said the crew doing the kitchen floor went "way beyond" what they should have done for the cost and would only send someone out to do the finishing piece on the step and fix the door for an additional cost.  We were so disgusted with them at this point, we didn't want to deal with them any longer.  We decided to plane the door ourselves and buy a finishing piece at Lowes and do it ourselves.  In the meantime, we have to use our front door to enter and exit the house going all the way around the house to the car or whenever we need something from the garage.  Not only is this a safety hazard if we had to exit the house in the event of a fire, but it is extremely inconvenient.  We will NEVER do business with this company again.  And if they had given us any kind of customer service, we would have purchased from them again when we redo our carpeting on the second floor in the near future.  They have lost our business and faith.  From now on, we check Angie's List first.

The guys from Rochester Linoleum Carpet One did a great job. It was a little expensive but I was happy with them.

We were readying the house for sale and went into the Brighton showroom looking for inexpensive but attractive flooring.  We first asked about matching the tile in the foyer that this company put in about 6-7 years ago.  (We were very happy with that tile job.)  They tried hard (two different salespeople tried) to find records of that sale but couldn't.  They advised that probably the exact tile wouldn't still be available anyway, and more important, it would cost a lot more to install tile than linoleum.  We appreciated the advice, especially since it meant a lower price sale for them.  We picked in-stock product because we were in a hurry.  The installation guys showed up on time, worked steadily, and did a good job.  The only imperfection is the vinyl wall base is not smooth (it's wavy, looking as if it's not flush against the wall).  Overall a positive experience.

See above.

We chose the store because they opened long hours which was convenient for us, and that they offered free installation. We selected a large remnant piece in the store and scheduled estimation and installation a few weeks ahead. The day before the installation, they called us and said the piece had stain in it and was unusable. So we had to go to the store again to choose an alternative or to get a refund (they charged $200 deposit upfront and made it half of the total right after the estimation). The salesman we spoke with was not in the store. Another person showed us their proposed alternatives, which were very limited for the next-day installation. Also since they didn't have similar sized remnant in stock, we had to choose from the regular selection area and pay more for less value, even with the $500 discount they offered. During the process, he had to talk with the original salesman over the phone all the time to get instructions/information. They did show good attitude about the problem, so we went ahead and paid around $650 more for an upgrade from the original replacement they offered (well, we didn't really have a choice at that time either since we hated to delay our move-in). 

The installation went OK. The crew cleaned with a vacuum after the installation. However, we did see some leftover strings here and there as other reviewers have pointed out.

We feel the overall experience was good, but can be better. They could really use better quality control on the products they sell.

I must say that the gentleman at the store that I dealt with was a good salesman.  I was in and out of the store in 30min after selecting the carpet.  I wanted a pad upgrade due to the stairs being such a high traffic area, more on that later.  A person came out the next day to measure the areas to be carpeted.  He was very professional and explained what he was doing.  I scheduled the date for the install of two different color carpets by the same maker, one for my sons new room and one for the stairs and hallway.  They were punctual and came into the house like a whirlwind.  I had one guy ripping up the carpet on the stairs while the other gentleman took padding and carpet down to the basement for my sons room.  Needless to say I was unable to oversee what was being done in both locations.   They  proceeded to switch the two carpet colors and cut the carpet before I could inspect  what was going on.  The young man that was working in my sons room insisted that he had put  the right carpet in the right place.  I picked a neutral tan color for both areas but I specifically wanted the darker of the two colors to be put in my sons room,  as you can imagine why,  he is a teenage boy.  He argued with me until I took out the estimate and description of the two carpets I had selected and where they were to be installed.  Needless to say I was in a time crunch with the people who where finishing the basement.   I ended up with the wrong carpets,  the cheapest padding that I had ever seen and I payed for an upgrade for the stairs as I mentioned earlier.  They did do a good job with the installation and removal of the old carpet and padding.  The vacuum job was poor after the carpet was installed though, I glad to have them out of the house when they were done.  I was very upset about the whole mess.  

I don't remember how much it cost. They were good. The sales lady was very good. I think her name was Jessica. She took us through everything, presented everything, and made suggestions. We went with a couple of suggestions she had. We love the results. I guess the price was average. I did find scraps of carpet stuffed in rooms that the doors had been closed and they had no reason to open and put things in. They said that they were going to take all the stuff with them and I found a lot of the remnants of my old stuff in my dumpster. I had to pull out and then they took them. The sales person was great. While the work the guys did was great, the closing or follow-up or clean-up was not good. The finished product is good. I kept finding remnants everywhere. I am diabetic and I found a lot of staples and nails on the floors, especially in my bathroom. If one of those had gone into my foot, it would not be good. I cleaned it up. They did do some cleaning, but they weren't real thorough cleaners. My impression was that they thought the project was done so it was time to go home. The work itself is great. The final product was good, but the clean-up just was not great.

The products are great quality and look wonderful. The Alterna installers were fast, polite, professional and clean. HOWEVER, the carpet installers had some issues: The first installer called at 8:30 to say he would be there in 30 minutes. Then he didn't show up until 10:30 am (said he had to go to the bank and the gas station first??). When he finally arrived, he refused to come into driveway because of 5 inches of snow. He was rude and mouthy and screamed at me over the phone "lady, you obviously haven't been out there, the roads are terrible". Since we were able to successfully navigate this driveway just fine in small cars, it is clear to me that he just wanted a day off and was blowing it out of proportion, after all, this is Rochester, and we get snow. They sent a second crew the next day. The installation was quick and looks good. My concern is that they left tacks and carpet scraps in every room of the house, even the ones that didn't get carpeting. The bathroom was loaded with loose tacks. They threw scraps into 3 other bedrooms and then just closed the doors behind them. What a mess!

In the course of 3 hours I visited the store, selected samples, grabbed lunch, got home, chose carpet, called the store, had someone over within ten minutes to measure, placed the order, and scheduled installation. The staff was courteous, knowledgeable, and very on top of their game. I have been to a few other carpet stores and returned their samples to them after my visit to Rochester Linoleum and Carpet. I will definitely use them again! PS- I used the Monroe Ave location, so i don't know if that made much of a difference, but they are great over there!

Here's the problem...the installer had two boxes left over, he told us to take them back to the store and we would get credit for them. We decided to keep one box and return one...just in case we had to replace any in the future, so...This Monday 06/07/2010 my husband returned one box. He brought our paperwork with him to make the return. The salesman said he didn't know how much we paid per box for the product, (What??? didn't he just sell it to us) He told my husband, he would have to check their paperwork and get back with us on how much credit we would be getting back for the 1 box. I thought the reaction from the salesman was odd so I started thinking about this dilemma. About how much did we pay for this product...does everyone get quoted a different price? ... Depending on how much they want to charge an individual? ...there were no sale signs, no visible price displayed on the product in the store...the salesman just quoted us a price when we were looking at floor tiles, and he never mentioned a "sale" going on at the time we first looked at the flooring. He did say he would give us a 10% discount, but we never got any of those figures on our paperwork. Our invoices were not detailed, they never mentioned a price per box of tile, or how much it would cost to install the luan/ plywood, or what the cost was for the luan/plywood, or how much the linoleum tile installation would cost...Nothing in detail, our invoices just quoted a total job cost...a final price. The invoice only mentioned what our down payment was, what our adjusted costs were after the measurement, and what the final bill...the COD would be after installation. So, when we returned the box of extra tiles, all they want to refund us is the cost of the 1 box of tiles, No one wants to talk to me about the refund for not installing the product. I now know we were overcharged, we paid Rochester Linoleum & Carpet One, Inc, based on the installation of 12 boxes of flooring, but all we really required was 10 boxes of flooring. We paid for both the product & the installation of 12 boxes, but only needed 10 boxes. I'm ok with having extra product, ( because allot of times extra flooring is needed for special cut outs ) but I don't think it?s right to over charge the entire job, "just in case" more product is needed. And why aren't the prices written on the product so that the consumer knows what they cost. Why all the special discount talks... when in reality it never appears on the paperwork/invoices? I think we got ripped off, and so have many other consumers, by Rochester Linoleum & Carpet One, Inc. I told our salesman, he could find my complaint on Angie?s list. Where everyone else can see it too, and make an informed decision about whether or not to purchase products from Rochester Linoleum and Carpet One

Nice quality, good job installing. I went to the one in Webster, NY

Very efficient, clean and courteous. Removed and installed ~900 sq. ft. of carpet in about 4 hours.

Carpet remnant was installed in living room. Different remnant was installed in 2 bedrooms. Installers left extra carpet, they were punctual and professional.

The installers, I must say, worked rather quickly. There were no loose or bubbled spots in any of the carpeted areas they laid down. They even left any remnants they had left over in case I wanted to use them. What a great bunch of hard working guys these were. I don't remember what the exact costs were.

Final invoice was nearly double initial estimate so I canceled my order. Company then ignored multiple requests for a refund of my deposit for 6 months. I finally had to sue them to get my money back.

Rochester Linoleum & Carpet One was on time and very reliable. It took them less then eight hours to complete the work. They cleaned up and did a good job.

It was just an okay experience with Rochester Linoleum & Carpet. The installation of the product was excellent. The workers did an amazing job in all areas. However, the sales department was lacking. They were not as helpful as they could have been.