CARPETS AMERICA

The job was not performed on time. This occurred even though it was specified upon hiring that the job must be completed on that specific day. Additionally, I was told it would be completed that day while the installation was taking place. After the job was finished, I asked for compensation for the delay and I was told that none would be given.

The good things:  Their showroom is very nice. Trevor works in the showroom, and he came to measure my rooms on the same day that I called.  He is knowledgable.  Later the same day, I met him at the showroom to choose the vinyl.  He cut some transition strips that I needed so that they would fit in my car.  That was nice.  He was able to fit in an installation appointment just four days later.  That was nice that he fit me into their schedule.  The installers arrived as promised.
The bad things:  The installers  had no idea which vinyl pattern to install.  They had several rolls in their truck, but they didn't know which one was mine. ( I was not there at the time.  My son-in-law was there instead.)  The installers called Trevor to find out which vinyl to install, but he didn't know either!  Then the installers called me, but my paperwork did not specify the name of the color or pattern on it either.  The installer said that even if I knew what they name of the vinyl pattern was, it wouldn't help because none of their rolls in the truck were labeled in anyway, so they didn't know what each one was called.  In the end, my son-in-law had to give them a key to another apartment so the installers could visually see what pattern was installed in the other apartment, so they could match it to this one.  When I called Trevor to tell him I was surprised and disappointed they were so disorganized, he was not apologetic, and told me it didn't matter because in the end it all turned out ok.  With that kind of response I decided that I would not use them again.  Even though the installers eventually figured out what to install, it was unprofessional of them to have such an unapologetic tone.  When a customer is unhappy with a service, it is much better for the company rep to say something like, "I know, we're really sorry for this mix-up".  Then it's no big deal.  But when the company rep does not apologize and then tells you it doesn't really matter because in the end they figured it out, it's irritating.  They seem like good guys, but the inability to say "oops, sorry", just cost them a customer.

Overall, they did a good job. They were professional and on time. The carpet hasn't shrunk at all. It looks great.