Abbey Carpet & Floor of Ashland

lAfter installation of the carpet, gradually more and more tufts of carpet fiber became loose and lifted away from the carpet.  When we reported the problem to the store, Eric came to evaluate what was happening.  He then contacted Mohawk carpet, and they sent out their own representative to our home.  This person took pictures, carefully looked over all the carpet and took a remnant to send to the manufacturer.  Mohawk agreed that the problem was because of a defect in the manufacturing process and said they would replace all of the carpet.  They paid for an exceptional team of three men to move the heavy pieces of furniture, remove the old carpet and install the new.  They also paid for someone to disconnect all the electronics in the affected areas and reconnect them after the job was done. 
We are extremely pleased with the way our concerns have been handled.  We hear so often about companies not taking responsibility to fix problems with their merchandise and we are eager to share our story of dealing with people (both at Abbey Carpet and Mohawk) who met their responsibilities head-on.
The letter ratings are based on our experiences around the issues of diagnosis of the problem with the original carpet and the follow-through on replacement.
The approximate cost of service as listed above is the original cost of the carpet and pad.  There was no charge to us for the replacement.

Everything went great. I was pleased with the selection of environmentally safe choices, and their installer Ray was excellent.

There was very little time passed from when I walked in their door about a week and a half before to when it was all done.  They were only at the house 4 days! It turned out Eric had left a 2 foot space out when he measured for baseboard so we were a little short, but they said to call in from time to time and when they had a little extra from another job, they'd bring it by and install it!

Abbey Carpet & Floor of Ashland had absolutely reasonable prices and I enjoyed my dealings with them. They were great to deal with. I would recommend them to others. Everybody from the salesman to the people who installed the carpet were very good. They told me ahead of time about what day they would come and they came on that day and at that time.

They are very confident.  Their installer is slow but meticulous and his performance is very good.  They are very flexible in scheduling and they were very good at working around what we needed.

They not only took longer than estimated to finish the carpet replacement, but once they were 'done' I discovered several issues like all the trim was just laying against the wall and had not been secured to the floor. I had to remove carpet frays from around all the stair trim and they were supposed to have treated the carpet with a stain guard that I am convinced they did not do. After four months that section of carpet looks worse than the carpet that has been there for 20 years! My complaint letter received NO response. I would never use them again.