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Complaint Details
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Initial Complaint
04/03/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Date of quote on installation of vinyl flooring February 27 2024 date of payment March 20 2024 Amount of money paid 900.00 Carpet Weavers was contracted to install vinyl sheet flooring in kitchen and two bathrooms Payment of 900.00 made to have installation on April 2 2024 between 8am to 10am The Quote # ******** and invoice number ********, included copy of invoice Call was made on March 29th 2024 to ***** ****** an associate at Carpet Weavers to verify the vinyl flooring was at Carpet Weavers and the installers have been verified to complete the job on 4/2/2024. Cindy did verify the flooring was in and the installers are coming 8am to 10am. Carpet Weavers called on April 2 2024 after 8am to notify they would not be able to install the flooring, the reason was given the vinyl flooring was not the correct item that we had ordered. My son went into the store and asked to see the flooring they had received and was denied to look at or take pictures as proof of what was delivered to Carpet Weavers In the quote on February 27th, Carpet Weavers listed Remove and Reset Toilets 300.00 total for 2 and removal and replace appliances (frig and gas stove) 150.00 total The person that completed the final measuring stated (we are not plumbers we don't do that) So we had to make arrangements to have appliances and toilets removed. Do not know why this was a charge when Carpet Weavers does not do that work. Also was charged for MAP Keracaulk 47.38 this is for grout on tile flooring. When Carpet Weavers called on the morning of installation when they were to be there to install all flooring, we had already removed toilets and appliances. Carpet Weavers did not seem to care. Will not use this company again, and want to give a warning of how Carpet Weavers will charge for items they are not able to work. I did ask for my 900.00 to be refunded, they said they only process on Thursdays, I requested to have my money the day they could not complete installation
Business response
04/12/2024
Upon unwrapping the material the morning of the scheduled install, it was clear that material on hand was incorrect. Our customer service team reached out immediately upon the discovery to apologize and attempt to resolve the issue. We offered to reschedule at the earliest date that the correct material could be available, and provide compensation for the additional cost and inconvenience of moving the appliances and toilet. This was not acceptable to the customer and they elected to cancel the order and receive a refund. The refund has been processed and a credit was applied to the credit card provided on April 6th.
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Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.