The Carpet Guys LLC

"Hello [Member Name Removed], As the owner of The Carpet Guys, I am very sorry for your frustrations with your carpeting purchase from our company. I apologize for any lack of communication several months ago when we were going through some personnel changes in our customer care department and upper management. I understand your frustration and I am very sorry for any inconvenience that we may have caused you. Personally, this is very embarrassing for me because your experience is not one of which to be considered remotely normal for my company. I built this company on respect for the consumer and pride myself as being someone who created a company based on an extreme level of dedication to making sure that our customers needs come very first on our priority list. In this case, my staff obviously dropped the ball and I am very sorry for that I do wish to somehow make it right. I understand that you had spoken to my Installation Service Manager Shawn and made mention that you had dogs that may have been clawing at the carpet. If in fact this is the case, it may be hard to convince the manufacturer that there is in fact a defect in the carpeting however, I am very much on your side in this matter and would like to send Shawn own to your home personally for an inspection of your flooring to see if we may be able to help and offer some leverage in a possible warranty replacement of your carpeting. From my understanding he provided you with his personal cell phone number as well so that at any time you find convenient within your schedule, he can come out personally and take the necessary photos to help get a potential warranty claim processed with the manufacturer. I would strongly recommend this, even if you do have belief that the pets may have been a contributing factor. We are the largest vendor of Dreamweaver Brand carpeting in Metro Detroit and we do have some good leverage however, I can not guarantee that they will be able to offer a replacement if in fact there is evident abuse to the carpeting. Unfortunately, without being able to see it first hand, it is impossible for me to speculate on what the inspection report from the mill will determine. It is well worth a try though. We will pay for the independent inspection from a third party company if you decide to take that route. Either way, please give Shawn a call at your convenience and let him know when we can come out and do a preliminary examination and try to get a mill inspection set up for you. His direct number is (586) 530-4923. We want you to be satisfied with the installation service that we provide long after we install your carpeting, unfortunately, warranty replacements have to come from the manufacturer and not us as the installation company. In any event though, we do have more leverage than most other companies due to the volume that we buy from them and we are on your side and would like to help. Sincerely, Joe Zago President The Carpet Guys, LLC. (800) 375-7847"