COMMONWEALTH INTERIORS

I ran a small business across the street from Commonwealth Interiors for a few years, and as a neighbor they were the first and only people I went to when I finished my basement and needed to cover the floors. I had a good relationship with a couple of the guys in sales and we struck a deal that worked for us. Mark, my sales rep - no longer at the company the last time I was in contact - was friendly, responsive, and took care of things quickly. He measured our approximate 1300 square foot basement and helped us pick a nice, sturdy berber carpet for the bulk of the area, and also an attractive vinyl floor for the bathroom. He arranged for installation and followed up well right after the sale and install. The installers - not sure if they were Commonwealth Interiors employees or contractors - came into the house and set everything up one day, then came back the next and completed the install. I was told by the lead installer (Jason - good guy to deal with) that the carpet probably had enough warmth to loosen up for the install, but over time it would likely need stretched one more time since it was cooler temperatures at time of install. He said just to call back to the main office to request the restretch and it would be quick, easy, and free of charge. Cut to the present. It's nearly 2 years since initial install and I've contacted the company numerous times with absolutely ZERO response. The carpet does, indeed, need restretched - in some areas it's warping up so badly it's almost becoming a trip hazard. And since we have a very large basement and 2 young children playing there all the time this is a serious concern for us. In a nutshell, more than 2 years after install I've been emailing, calling, and stopping by to ask for a stretch with no results. A couple times I got messages back saying it would be taken care of, then nothing. Silence. So, I'm forced to leave this less than flattering - yet absolutely 100% accurate - review on Angies' List. Some would call it a simple form of public shaming. I call it the truth, and I call on the folks at Commonwealth Interiors to simply reach out and come fix these issues like was promised by 3 of your employees. Notes about my ratings: Price, quality, Professionalism, and Punctuality were rated on the initial experience - they all rate a solid B - good work and all, but not nothing extraordinary... kind of a basic retail/install experience I guess. Overall rating was dropped to a C because of the Responsiveness rating, which came in at a very solid D... that grade is for failure to return calls, emails, and messages left during an office visit, and for letting this drag on for 2 years... Update: after one final email (to the sales team and the company CEO) and this review, the company did reach out and offer to get the installer back here to stretch the carpet. Installer claimed to not have received any messages about this work over the past 2 years, so someone dropped the ball somewhere - maybe because the sales guy who handled the sale was no longer with the company or something? Regardless, the installer, Jason - came by today and took care of it as requested. The resolution is much appreciated.