Mill Creek Carpet and Tile

.

..

Employees are incompetent and untrustworthy!! Took over a month to get the flooring installation finished. I wanted to be sure this posting was on both Mill Creek listings since it is the same company, with the same horrible people providing the same terrible service. I did not want any one to be tricked into using them without knowing how they actually operate. 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 & left another message Tuesday asking me to call her, again no other information. I called & left her a message 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 & 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 tell her I still had not heard back f/Brian and that I would try him again. I called & left another message.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 2 weeks old & even said "Current," and that I was told I didn't have to pay in the first place. No response still a/o 7/23 after more attempts-Brian refuses to speak to me.

They were very unresponsive and unhelpful. I left deciding I would not use them even if they had the best prices around. They said they do not do installation, and that did not instill much confidence at all. Trying to get product information was like trying to get a bone from a dog. I assume they know their product, but it it seemed like they did not want to be bothered with having to explain much to me.

unknown

When we received the estimate, it was not itemized. So we didn't know what the flooring, transition pieces, installation would cost. When asked for the costs, we were given the cost of the flooring only. It was like pulling teeth. When it came time for the installation, we were told that the installers would arrive between 8-9:30 am. Wish I had that much window to arrive at work! At 10, no installers, yet. So we called the supervisor of the installers. He seemed surprised that the installers weren't at our home yet, but said he would have to check on what was going on and call us back. When he called back, he said that they would be here in about an hour. At 11:30, still no installers. My husband took a day of vacation so this work could be done. So we called the supervisor back. Our call went to voice msg., with our msg. saying that we weren't sure that we wanted this work done by people this unreliable and inconsiderate, and that we wanted to cancel this job. When the supervisor called back, he said that he was in the warehouse(what cell's don't work in warehouses?) when we had called, and that the workers could be there in 10-20 mins. We told him, and quot;NO!and quot;. He told us to contact the store manager to re-schedule. In maybe 10 mins., our door bell rang. There stood 2 men to do the tear out/install with crowbars(to remove old flooring) and we told them that we had cancelled the job because the installers(were these 2 the very late original installers or not, we didn't know) were so late to arrive. They told us that they had to clean the ice off the truck. Yes, we had had snow and ice recently, but when you know you have a job to be at at a certain time, you do what you have to do to be on time or you call. My husband still has to be on time at his job when it snows! So we turned them away. We had paid a deposit to have this flooring done, so we decided to give Mill Creek another chance, and we re-scheduled. A week later(another vac. day for my husband) the next installer(only one) arrived on time at 8:30 am. Yeah!! He did the tear out and installation. But the transition/reducer piece the supervisor had to bring by(installer didn't bring with him) was too short and the wrong color. Oh boy, are we having fun yet?! The installer went ahead and installed the wrong color reducer that was too short, and told me to get ahold of the store manager(the estimator of this job) to see when Mill Creek could get the right length and color transition/reducer piece back in. It took 10 days to get the right transition/reducer piece in(it was around the Holidays!), and the 2nd installer came back and put in the correct color at the right lengths, and nailed back a piece of quarter-round that he had missed at the initial install. No, we will not hire Mill Creek again!!!!

I assumed Mill Creek would be performing the work as I ordered from the store and they did not mention anything about a subcontractor.Some guy and his cousin show up to do the work. I asked if they worked for Mill Creek and they said no. I called Mill Creek and THEN they tell me they sub some one to do the work. When removing my old windows they shattered the glass and it was everywhere; not just on one window-all of them. I told them I wanted it cleaned up and especially in my yard as I have dogs. They left large pieces of glass in yard-I cleaned it up. Told them about it when they came back next day to install doors.....they said and quot;sorryand quot;. The front door they installed locked when they installed it but two days later it would not lock. I called Mill Creek and they said they would send them back out....TWO WEEKS later they show up. Now mind you this is Christmas season; I have presents in the house under the tree and I had to leave my house unlocked while I was at work and pray no one came in. When the work was finally completed; I paid the guy in cash and had him write on the receipt and quot;Paid in cash; paid in Full.and quot; He leaves and I assume all is well. But, Mill Creek calls me and tells me I still owe on the ticket. I inform them I paid the installer in cash; in full and had a receipt to prove so. The woman on the phone said and quot;oh come on who pays that much money in cashand quot;??!!! I argued with her for a while but she continued to say I still owed on the ticket. I hung up and never heard from them again. To this day, one of my bedroom windows does not shut properly. I would never use Mill Creek again and certainly would not refer anyone.

I went in to purchase carpet based on a whole-house carpet, pad, and install advertisement I saw online. The saleswoman advised for not much more I could get better carpet (around $800 more than most expensive special). I specifically asked that the three samples she gave where in the quoted price and she confirmed. I knew exactly how many yards were needed. She came to my home and measured and while the measurements didn't change the price increased by over $1600.00. I feel it was car salesman like techniques from a commissioned salesperson by quoting one price, getting you to choose something from the price quoted, and then raising the price. I purchased carpet elsewhere and it was a much better price for better carpet and padding without having to deal with those type of sales techniques. I would recommend a carpet store that has the prices visible on everything, not one that is up to the salesman to create and alter.

I WILL NEVER AGIN DO BUSINESS WITH THIS COMPANY AGAIN. We purchased tile and installation from Mill Creek and were told that both would be guaranteed to our satisfaction. We had a good experience when we first visited the store and the salesperson was very helpful in explaining the different types of tile. We found one that we liked to replace the carpet in our dinning room and took a sample home. My neighbor said we could buy the same tile cheaper at another store. We thought about it and even looked for installers using Angie's list. All of the installers we found were and quot;handy menand quot; who did a multiple of things including laying tile. As we wanted to be sure of a quality job and not wanting to hassle with two different company's, i.e. the tile merchant and the installer, we opted to pay the higher cost at Mill Creek so we could have it installed under the same purchase agreement as a turn-key job. At the time I told the salesperson that this is something we want done right and we are planning on living in this house the rest of our lives. This is a big purchase for us as we are on fixed income. We also told him that if anything went wrong we did not want to have to deal with two different entities. He assured us that Mill Creek would take care of everything for us. The sales person came out and measured. He told us that the installation cost is based on the number of tiles ordered and not the size of the room. However, if there were any full boxes of tile left unopened he would credit the installation cost to the bill. We paid 1/2 down to get the tile ordered etc. and we were told it would be about a week and someone would call to schedule installation. After two weeks of not hearing anything and our need to get the tile laid before Thanksgiving, we called to find out what was going on. They couldn't find the order and had to call back. The tile had been in and they would get their installers out the next week. Finally the day came to install. We discussed with the installer about the installation and during that time I asked him how long he had been laying tile and working for Mill Creek. He told me that he didn't work for Mill Creek and that he was a handyman who was a subcontractor to the subcontractor that Mill Creek used to install tile. In other words that same person we would have gotten had we not paid the extra money to Mill Creek for the installation. Still not a problem because we paid Mill Creek to handle the job and we felt confident that all would be well. The installation was done in two days, first day to lay the tile and second to grout it. After the installers left on the second day and we had time to see the finished job, I noticed three things that were not right: 1. the shading of these tile (Vatican Bottelli) have significantly different shadings on the tile face ranging from nearly blank to heavily dark in color and they were laid consecutively from one box at a time and so there was a line of all blank tiles across the room and then all dark etc. 2. there was also dark gray color (discoloration) extending from both sides of the grout line onto the tile which appeared to be either something that had penetrated the tile or was put on top of the tile along the grout line that does not appear on any of the new tile nor in any photos of the before grout. 3. the base board was not replaced to the top of tile and there was a 1/8 to 1/4 gap along the floor line. We called the salesperson and told him about the problems. He asked if we could come in to the store the next day to discuss the problems with the manager. The next day we went to the store. We had taken pictures of the tiles after they were laid before the grout and again after the grout showing the discoloration problems. While in the store I emailed the pictures from my phone to the salesperson so that he would have the pictures available to show the person(s) at Mill Creek who he assured would be calling me on Monday to get this resolved. At the time I showed the pictures and I asked if the grout or even water could have discolored the tile. Both the salesperson and the man who he introduced as his supervisor told us that the tile was porcelain and there is no way water could penetrate it and that the discoloration had to be from something the installer did. They thought it might be a sealer and asked if the installer had used a sealer. I told him I didn't know but one of the members of the crew had handed me a jar of something to keep and he referred to it as sealer. There was discussion about the installation that the salesperson asked about use and quot;for his own record.and quot; We left the store after being clear that we had only three problems as stated above. We also told him that there were two full boxes of tile not used to which he said we would give us credit for the labor cost. Later that same day, Saturday evening, the installer (not part of Mill Creek) called to see if his crew had left a jar of acid at our house worth $85 that he needed to get that night. After looking at the jar to see that it was actually the acid, I said he could come out and I had three concerns about the installation. When he arrived, he looked at the problems. Again I asked if he had gotten a call from Mill Creek and he said no, that he called on his own accord. Even though he was in dress clothes and had his family waiting in the vehicle, he offered to resolve the problem of the base board at that time so I could repaint it in morning. He did so to my satisfaction. This is a good man and so are his crew. I would use and recommend them agin for installation with the one caveat about the making sure about the laying the tile to avoid shading patterns. He offered to have his crew take some of the tiles out and replace them to take care of the shading problem. I said this would be great. He could not figure out what the discoloration was as he didn't think his crew would have put any sealer on the grout line. I told him that Mill Creek was supposed to be calling and that I felt they would be able to figure it out and resolve the problem and take care of whatever needed to be done. He left with both of us feeling that things would be resolved. I sent an email to the salesperson telling him of that the installer on his own accorded called looking for the acid had come out and looked at the job. NO ONE FROM MILL CREEK HAD EVER CALLED. The salesperson acted as if he had never heard of us. We had to explain it over again and he tried to tell us events and parts of the story that weren't true. Thank goodness that I had taken pictures and sent them via email to him, because I had proof of the time, date and event and even most of the conversation that took place a week earlier. It was an horrible experience and I did not handle it well and got visibly angry in the store. What really did it for me was when we were informed that it is the customer's responsibility to contact the installer and get the installer to fix any problem and that Mill Creek only got involved if there was a major conflict between the customer and the installer. NOW THINK ABOUT THAT STATEMENT. How would a customer get ahold of a subcontractor of a subcontract of Mill Creek. In our case I had the number on my caller ID only because the installer supervisor had called to get his acid back. The next Monday the installer called and asked if they could come out and change out the tiles. We were home, so we said it was okay to come out now. The installation supervisor assured me that no sealer was put down by his crew. He had a picture of the job just as it was finishing up and even showed one of the crew nailing the base board back down so we know it was within a 1/2 hour of finishing the grout. He emailed the photo form his camera to me so that we could see it better on a larger screen. The photo showed the discoloration already on the tile at that time, so we knew that it was already there when they finished. As a way to try to determine what could be the problem he even tried to use a sealer as a solvent and the discoloration didn't not change. We even put some sealer on a piece of scrap tile to see if it would discolor the tile - it did not. By that time we were all totally convinced there is no way a sealer could be to blame. About this time the crew started to grout the newly laid brand new tile. An amazing thing happened almost immediately after they started using a water wet sponge to clean the excess grout form the tile. The discolor line started to appear along the grout line. We all were rather exhilarated to discover what the rue cause of the discoloration was ---- the tile absorbs water and discolors the tile. (just what I suggested the first time I presented the problem to Mill Creek. I immediately called to tell the salesperson. He had already left for the day and so I asked to speak to a supervisor or manager - I was told they were also out for the day. NO ONE FROM MILL CREEK HAS EVER CALLED US. We have called asking to speak to a manager, but we are always told the manager is not available or left for the day. I have left message for the manager. So guess what we have just received in the mail - another invoice demanding our money - no credit for the labor - just another bill. This is been so aggravating because this is what I paid for to avoid. I have spent many hours on this as you can image. Why is it always the burden is always put on the customer? They will forget me quicker than a cat runs around a corner, but I will be looking at the tile for the rest of my life and reliving the anguish - telling others about my experience at Mill Creek is no compensation.

The wood started showing strange marks at the 10 month after install date. Their rep claimed it was a foundation problem. Two other professionals we hired ,say it was just a crappy product. Our warranty was not honored and we are stuck with $10,000 worth of hideous floors and a company that was rude and unwilling to work with us to make it right.

The experience was good. I bought some tiles for my daughter, but over a box of it was broken. I originally thought it was 2 boxes, but they replaced it for nothing. The price was reasonable and in-line with other places I had looked at. They were the only ones that had the tiles that I was looking for. I tried the other stores and they didn't have what I was looking for. They weren't all here when they were supposed to be but anyway I had to make 2 trips. I got my daughter's tiles and part of mine were with her tiles; so I didn't have all of mine at the same time.

My experience with them was great. They were professional. They finished ahead of schedule. Everything looked really good. We worked with a man named Jason, and he did a great job. There were several people there that you could work with but he was good with everything: getting us the estimate and being pretty accurate with that, starting on time, and taking care of everything they said that they would do. The price was fine.

DeWayne, salesman was great, tile was just as ordered, went back and ordered grout.

I liked them very much, but I didn't go with them because of the price. They were very good, it was just the price.

They were pretty fair. They had good prices on their tile. The guy came out and installed the tile. I guess they did a good job. It's still hanging on the walls. They were pretty nice folks.

Mill Creek Carpet did a good job. They knew what they were doing and were professional with getting the task completed. I would use them again and recommend them.

Mill Creek Carpet did excellent work. They were very respectful while in our home, and I was pleased with the final results. I would recommend them for their high quality work and professionalism.

I WAS VERY PLEASED WITH THE LEVEL OF SERVICE THAT I RECEIVED FROM THIS COMPANY. THEY ARE VERY RELIABLE AND EFFICIENT. THEY WILL GIVE YOU GREAT SERVICE WITH A SMILE.