MILL CREEK CARPET & TILE

Employees are incompetent and untrustworthy!! Took over a month to get the flooring installation finished. The sales rep was John Colson - he apparently is incapable of doing his job correctly, lies to customers, does not appear to know how to pick up a phone and call someone, and has terrible customer service skills.I went into the store on 4/13 and made an appointment with John to come to my home and measure for flooring and provide an estimate. Not long after leaving the store he called me to see if I would like to schedule an appointment. He came out, measured the floor, gave me the estimate, and I ordered the flooring. John told me the flooring should arrive in 5 business days, or possibly the end of the week as it was just Monday. Wednesday evening John called and left a message that he had written my credit card information down incorrectly and couldn't place the order. I returned his call on Thursday and supposedly he finally placed the order. Not sure why he waited 2 days to try to place the order. By 4/20 I still had not heard anything from John so I called and John told me the flooring wasn't in yet and he didn't know when it would be. I asked him to call me as soon as he had any info so I could make arrangements to be there for the installation.He assured me he would call as soon as he found out when the flooring would arrive. I even confirmed and said "okay, you will call me right?" John said "Yes, yes, I will call you as soon as I hear anything." On 4/30 I had heard nothing so I called John AGAIN. He said the flooring was in and that he was waiting to hear from me. I told him that when we last spoke I had very clearly told him that I needed him to let me know the arrival date ASAP so I could coordinate my schedule. I asked him when the flooring arrived and he told me he couldn't tell me that. John told me there must have been a misunderstanding and when I said, I very clearly confirmed at the end of our last conversation that you would call me as soon as you found out when the flooring would be delivered. He said well "misunderstandings go both ways" and that he could not understand me. I'm not sure exactly what he was implying when he said he could not understand me but I sincerely hope this wasn't racial since I am not white. I told him that he could probably avoid "misunderstandings" if he did not speak over other people constantly. We arranged for installation on 5/4. On 5/4 the installers arrived and they began by removing the family room carpet. Then, they measured and whispered, and measured and whispered. The first installer asked me if we were only doing the family room. I told him no, it was going in both the family and living rooms. More whispering ensued and the first installer went to the truck and was on the phone. He came back in and they began to take out the carpet in the living room. I assumed that they had resolved whatever issue they seemed to be having. I left for an appointment. I wasn't gone 5 minutes when John called to tell me he had miscalculated and there wasn't enough flooring. He apologized and said he would order the rest of the flooring and that it should be in by the end of the week (at this point I think he probably tells everyone that about every order). I asked him why the installers ripped up the living room carpet if there wasn't enough flooring for both rooms. From all the whispering and phone calls, it seems to me that they knew well before ripping that carpet out that there would not be enough flooring. John said they didn't know. I told him there was a lot of whispering and that the one installer had been out in the truck on the phone, presumably with John or someone else at the store. I asked to speak to the manager of the store and he put Larry on the phone. Larry halfheartedly apologized but tried to make excuses for John - "John's building a house and trying to sell his house so he's very busy and preoccupied, not that that's an excuse." I told him that no, it's not an excuse, everybody has something going on and I expect that when I hire someone to do something that it gets done when and as promised. Larry also told me the flooring should be in by the end of the week and that he would call me. On Saturday 5/9 I AGAIN had not heard anything so I called to speak to Larry. The flooring was still not in and would hopefully be in on Tuesday. I asked if we could go ahead and schedule for installation on Wednesday, as we have been dealing with a bare floor and furniture in the middle of the room for what will be a week on Monday (5/11). He said he would try to make that appointment if he had anything available. After much ado, he said he booked me for Wednesday. I told him I was surprised that they were not more anxious to fix this huge error on their part -I would have thought they would want to get this taken care of as soon as the shipment came in, but there didn't seem to be much urgency. At that time I asked for his supervisor's number as I felt I was getting no where with either of them. Larry referred me to Brian Patterson. I left a couple messages for Brian before I ever got a response from him. He seemed willing to help and said they had been having problems with John for some time now. On Tuesday 5/12, AGAIN no word from Larry or John so I called at 4:12 pm. The flooring had in fact arrived so it would be installed Wednesday. The flooring was finally installed on Wednesday 5/13, but of course John had also miscalculated the trim/transition pieces so they could not finish and left one piece of trim uncut and sticking out in the floor. The piece arrived on 5/19 and was installed 5/20 - 38 days from start to finish for TWO rooms. I will note that I was kept updated on the status of the trim piece - maybe they finally figured out that it is important to communicate with your customers and to manage expectations. I thought my dealings with Mill Creek were finally over. Then on 6/2 I received a message from Kayla in their Tulsa office.I returned the call on 6/3. She said she called to ask how the service went and if I was satisfied with it. I told her no, but I was glad it was over and gave her a short summary. Then she mentioned I had been sent a bill. I told her I was confused about this as John had said that I wouldn't have to pay for the rest due to his error and the inconvenience. I took that to mean that I wouldn't be paying the rest, as in any more (I had paid 1/2 down as the deposit). I also mentioned that I had talked to Larry and Brian Patterson about this as well. (In fact Larry who said the same thing in a very lackadaisical manner and said he didn't know what else I wanted him to do). Anyhow, she said she would follow up with John or Brian and let me know. I also told her I had not received the invoice yet and asked when it was sent. She said it had just been mailed that week and I told her that I wouldn't be back there to get it until today (6/12) so I wouldn't see it until then. She called me back and left a message (no information other than asking me to call her). I didn't get the message in time to catch her on Friday. The following week I was at work and unable to make personal calls during the short hours that the Tulsa office is open, so I admittedly was not able to call her back. She called and left another message on Tuesday asking me to call her, again no other information. I called and left a message for her that evening so she would not think I was ignoring her calls. I left a rather lengthy message telling her I am unable to talk during the day and I don't get finished until after 5:30 and she is apparently gone at that time. I said I would try to find time to sneak out to call her when I got the chance. I also told her if she needed something immediately I could be reached by email and could respond fairly quickly and I left my email address. Instead of waiting or even emailing me, she called again on Thursday. Then I got an unpleasant message from Jeanetta that Friday about my "past due balance.' I called as soon as I left the office that day. Again, I got Kayla's voicemail and left another lengthy message. I then called Jeanetta and explained the above, and that I did not appreciate the constant phone calls after I had explained the issue and told her I would call as soon as I could AND left a way for her to get in touch with me. I also told her that quite frankly her message was not pleasant and I didn't understand how my balance was "past due" when 1) I was waiting to hear from Kayla and she at no time left any information in her messages and 2) the invoice was sent late the previous week and I haven't even been home to receive it (and I had told Kayla that I wouldn't be in town to get it until Friday). Jeanetta apologized and said Kayla did not note any of that in my account and that if she had they would not be harassing me. She also told me that Kayla spoke to John about the issue and he said that he wasn't paying for this and that the balance was due. I guess I should not have expected him to deliver on this either. Jeanetta told me to follow up with Brian Patterson, so I emailed him and not surprising, got no response. On the 19th I called Jeanetta to let her know that I still had not heard back from Brian and that I would try him again. I called and left a message. No response to this day. Finally I called Jeanetta back and told her I would pay the balance and take it up with Brian later as I was going on vacation and I did not want them calling me and harassing me every single day for a "past due" bill that was less than two weeks old and even said "Current" on it, and that I was told I didn't have to pay in the first place.

Sales rep was informative and helpful. Prices were quite acceptable after comparing similar quality options from several local carpet stores. Measurements were promptly made and the carpet was ordered/delivered in a timely manner after I confirmed my selection. Installers were prompt, efficient, and tidy with their work. A short time after installation, I had an issue with one seam (thus the and quot;Band quot; rating for quality) but it was quickly addressed and repaired satisfactorily without hassle. When it's time to replace carpet in the rest of the house, I probably will return to this company.

Looked at carpet and got an estimate. Seemed reasonable and the salesman was nice. Got the needed painting done and informed them we were ready, but we had decided to switch from replacing the carpet in the bathroom to putting down tile. Got a new estimate and scheduled the tile install for Monday morning, 5/20/2013 with the carpet to follow right after that. After 21/2 hours, emailed salesman that no one had shown up. Finally got a call from installer that the tile wasn't in yet(hard to believe and could have called at 8). Assured me they would have it Tuesday and get it installed then. I asked for a time and they said 12-1. Later that day the salesman emailed me saying the installer had a scheduling problem. I don't know if it was the tile wasn't there or a scheduleing problem but I tend to believe the salesman. We had to leave town on Tuesday, but i assured them someone would be at the house to let them in. Tuesday when we left the house we called the salesman to tell him we had no water because of the tornado and if they needed to reschedule it was fine with us. Salesman called the installer and told us they would bring 5 gallons of water. We started back to OKC about 2:30 and got a call no one had shown up. Called the salesman and after he called the installer we were assured they were on their way. We arrived home at 3:40 and still no one was there. Called the salesman again around 4:10 and he gave us the number of the installer, but he wouldn't answer his phone. Called the salesman back and told him we didn't like the way we were being treated and had decided to cancel the order. We had other things to do so we left the house around 4:30. Got a call the next day from the installation department and they said the installer was here at 4 which wasn't true. I don't know if they ever showed up or not, but I'm sure our number was on the work order and if not they could have called the salesman and got in touch with us.