Customer satisfied after carpet concerns resolved

Customer satisfied after carpet concerns resolved

COMPLAINT: Krista McKee, Boston

"On the recommendation of the salesman with Lechmere Rug Co. of Cambridge [Mass.], I bought a very high quality carpet for my basement. The installation wasn't satisfactory. The carpet continues to come up where it meets the wall, on the sides of the stairs and at the threshold to the next room.

"It appears they didn't correctly use or install the tack strips. There is also a run where the installer connected the main area to the hall. I've repeatedly asked them to return to repair these issues. Each time, the installer spends about 10 seconds on the repairs and leaves - even though the issues remain."

DESIRED RESOLUTION: "I want them to pay for a third party to properly reinstall the carpet."

COMPANY RESPONSE: Robert Fitzgerald, salesman and manager, Lechmere Rug Co.

"We've tried to accommodate the member. The job in question is 99.9 percent perfect. There are two small issues at doorways that were not brought to our attention until we received this complaint. We've been to the member's house on several occasions. We'll make one more effort to finalize this matter and hope she will be happy with our effort."

STATUS: Resolved

Editor's note: The member informed Angie's List that Lechmere returned to address the majority of her concerns and she considers the matter resolved.


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