ROBERT IVEY FLOORING AMERICA

The quality of the installation was fine. Over time, some wrinkles developed so we wanted to get our carpet stretched. I have tried many times to get this company to come and stretch the carpet. They claim it is a service they provide, yet I can't seem to get a return phone call to set up an appointment. During the last attempt, I have tried three phone calls, one email and one letter via the US mail. No luck. Shown below is some of my correspondence: After no response to my phone calls, I sent this email via the company's website: Mr. Ivey, I have made several phone calls to your business trying to set up an appointment to get my carpet stretched. I am told your company does provide that service for customers and that someone will be in contact with me. Well, I never receive return phone calls. This is the third time over the past couple of years that we have tried to set this up. On the other two occasions, we simply gave up on our end when we did not get a return call. This time, I told the last person I talked to from your store that I was not going to give up. Is this a service your company does provide for customers? If not, simply tell me so I can quit calling you and I will hire someone to get the job done. If you do provide this service, can we please get something scheduled? Thank you. After no response from the phone calls and email, I sent this letter via US Mail: Mr. Ivey, Trying to get my carpet stretched has been quite an ordeal. Since November, I have made three calls and one email to your company. Yet, I can?t get a return phone call. Since phoning was not successful, I decided to try email. The paragraph below in red is a copy of an email I sent via your website in early December. I have received several auto responses since my email wanting me to shop, but I have not received any response to my question. You have been in business for a long time, so I sincerely doubt the level of service I am receiving is normal. Can I please get a response from your company? This is truly bordering on ridiculous. Perhaps, I am viewed as a nuisance customer since I have been nagging this time. But, I would argue that simply ignoring a customer is not the appropriate course of action.

A week later I changed my mind about putting the vinyl over my hardwood, but told them I would still purchase the vinyl for a project i was doing across the road, if they would store the material for a while til the workers got through with all the painting etc. They said that would be no problem. When i did call them for the material, they would not call me back for days, then they would make an appt. to come, but not show up. So Id call and call and finally catch someone who would tell me they would get right back to me. This went on for over a month. I told them if they had sold it to someone else, that was fine, or whatever they wanted to do, that i just wanted a plan of some kind instead of the run-around. Finally, the owner came to see me, apologized for his son's treatment of the situation, checked the site out and promised to call me "as soon as I get back to the store in the morning to look at the schedule". He did not call. I waited a week and then filed a complaint with the sheriff's office. They said it was "contractor fraud" and they called and told Ivey if he didn't send me a check for the amount I had put down they would be out to arrest him. I got the check in about 3 days. I never did figure out what their problem was. They just simply would never call me when they said they would. Hard to figure since they are a family business that has been in this area for decades. How they've stayed in business is beyond me.