Member and Lee’s Summit carpet company can’t agree on install date

Member and Lee’s Summit carpet company can’t agree on install date

Member complaint

I hired Flooring and More of Lee’s Summit, Mo., to install carpet. I looked through their carpets and picked one out. I had them measure the house and paid them $1,500. I was eager to have the carpet installed as soon as possible because I had guests coming. That day, their salesman told me it would take a week to order the carpet and install it. It had been over a week, so I called him and he said that it the install wouldn’t be for another few weeks. I told him that’s not what I was originally told. He told me I had a memory problem and hung up on me. The next day I asked him for my money back and he said he wouldn’t give me the refund. I want a complete refund of my $1,500 deposit.

Corky Lewis, Lee’s Summit, Mo.

Provider response

We’ve had good referrals for many years since getting on Angie’s List. It’s unfortunate that one unreasonable customer could cloud our reputation in the eyes of the thousands of satisfied customers we’ve served. The member purchased carpet and I explained the factors that go into availability, delivery and installation. One of the factors is that the carpet the member selected was from California and because the order was placed over a holiday weekend, we missed the truck by a full shipping cycle. Our salesman talked to the member and let them know the installation date. Apparently this date was not satisfactory as the member wasn’t happy. We called back and offered to come a couple weeks earlier, even though the carpet wasn’t in yet. The customer then went on a rant that lasted 20 minutes. We told him we couldn’t install carpet we didn’t have yet. The member called the next day and left a message to cancel. I called back and explained that since the carpet was a special order, he could not cancel. It was already cut, wrapped, shipped and on its way to the store. The member has been unresponsive to our request to install the carpet. I can deliver the carpet to his house at no additional charge. If he feels we won’t do a good job on the installation he can schedule his own installer and I’ll credit him for a labor charge.

Jeff Fisher, vice president

Status

Stalemate

Have a complaint?

Our Angie’s List complaint resolution team attempts to resolve disputes between members and service providers. During this process, three outcomes can happen: Penalty Box, Resolved or Stalemate. Companies that don’t respond to a member’s complaint will be placed in the Penalty Box until they respond. A case becomes Resolved if a company addresses the complaint to the member’s satisfaction, or it becomes a Stalemate if the provider responds, but the company and the member can’t reach an agreement. Find out more about the Complaint Resolution Process.


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