National Carpet Mill Outlet Inc. vinyl floor scam! Very sneaky and dishonest! Medina Ohio
We went to National Carpet Mill Outlet store in Medina to pick out new carpet and vinyl flooring for our house we are renovating. I chose our products and paid in full (almost $2,000) and scheduled installation days for both. Due to our work schedules, my husband and I were not able to be home on the day of the installation of the vinyl flooring. When we got home, they had installed the WRONG flooring in four seperate areas of our house. It was similar but definitely did not look like the same grade that we had paid for. We immediately called them to complain and to let them know we wanted what we had ordered and paid for. The salesman that had worked with us said that the piece of flooring we had ordered had a defect and instead of calling us to explain the situation, they had installed the other flooring, KNOWING IT WAS NOT WHAT WE HAD ORDERED!! He offered us a 20% discount to keep the flooring they had incorrectly laid, but keep in mind, it wasn't nearly as beautiful as what we had ordered (and I'm not talking color, I"m talking quality), so that didn't mean anything to us. We called them and told them we wanted what we had picked out. After some going back and forth, they agreed to replace the incorrect flooring with what we had ordered in a week at no additional charge. We were satisfied with that. Now they are telling us that they have to rip everything up and now WE have to pay to replace all of the subfloor ourselves!! I told him that was unacceptable seeing as it was their fault and their inability to simply pick up a phone in the first place to call us and tell us that they would have to reorder a new piece to put in our home! He actually had the nerve to tell me that what they laid down actually matched our carpet better than what WE had picked out anyways, so we should just keep it and take the discount. I told him I wanted what I had picked out and paid for because it was WHAT WE WANTED, I didn't care about his decorating opinions! So, now, I am not sure what to do. We are getting screwed in this deal and I don't want anyone else to have this problem with them!!! Sure, they are discounted and have great prices, but at what price to the consumer? I would rather pay more money for flooring and trust that they would not pull something as backhanded and sneaky as this!!!
Stacy
Akron, Ohio
U.S.A.
1 Updates & Rebuttals
Don
Medina,Ohio,
U.S.A.
The facts.
#2UPDATE Employee
Thu, December 04, 2008
Now the rest of the story. Yes, the consumer is correct that the wrong vinyl was installed. Upon discovery of said problem, an internal investigation was conducted to find the exact cause to the complaint. It was found that the tags on two vinyls had been switched after samples were cut off for conumers to take home. At this point the consumer was contacted and offered a discount to keep the vinyl installed. The consumers husband was completely agreeable to this due to scheduling of other trades. Not much time later a call was received that we did need to replace the vinyl with the proper piece.The origional installer was immediately contacted and the replacement was scheduled. The two vinyls in question were and are identical in quality but different in color and pattern, a sample of each was saved and filed with this cosumers paperwork. Now, as for the claim of needing a new sub-floor. This particular vinyl is installed with a pressure sensitive adhesive. Therefore, the wrong vinyl could be easily removed, new adhesive lightly skimmed, and the correct vinyl easily cut and installed. This is exactly what was done. The consumers bill was approxiamately 2000.00, which of said vinyl and labor only consumed about 450.00 of that total. There were many yards of carpet installed and two other areas of vinyl. The consumer was saved over 700.00 in discounts and sale pricing. I strongly feel that National Carpet Mill Outlet did make a mistake, but we also took care of the problem. What really was the issue is that the consumer was at their end with the problems of moving and remodeling. Thats the rest of the story.