Alexanian was contracted to supply & install a low maintainance beige berber in the upstairs of a 3 bedroom house before a move in. Low maintanence product that would not show foot prints was the key criteria. The salesman assured me that "trackless" carpeting was just that and would not show foot prints. While it was being installed I knew there was a huge problem. Every step showed and the carpet was matted down. A manager came out and called the issue "roll crush" and made an appt for an inspector to evaluate. The inspector stated the problem had nothing to do with roll crush but was 1) a style of carpet that would always show steps because it was tactesse - an extra soft synthetic fibre. 2) matted down because of excess solvents left in the carpet during manufactuing. the inspector took a sample away for testing because there was clearly an issue. Two weeks go by and the Alexanian manager calls to find out when he can sell hte next project & make some more money. His followup was about his next order, not to see if the 1st job was complete and satisfactory. I informed him that nothing more was happening until hte 1st job was corrected. He then promised to follow up and get to a resolution. Wait a couple more weeks.
His next call was to tell me that sample sent for testing was lost so they couldn't get results - what a coincidence. He made no attempt to collect another sample to complete testing - he really didn't want the results.
The latest call with this manager (after 5 1/2 months of ongoing hassle) was to discuss the 2nd job that he viewed as still open for discussion. I am exhausted and fed up. I have resigned myself to being scr&wed out of the cost of this installation but it is better to walk away than deal with these people anymore.
I will start my research again to find a reputable company that will rip out the below standard product without giving me an addiotnal part time job of followup.
- Approximate cost of services:
- $6,000.00
- What could this company do to improve their services?
- Followup in a professional manner, and stop playing shell games. No reasonable person would sign up for more services when the first job was inadequate.
- Any advice to offer fellow homeowners facing a similar project?
- insist on collecting samples of purchased product to compare at time of delivery before ANY installation is done.
- Company Response
JF,
I am sorry that your experience has been less than satisfactory. I assure you that we do take service quite seriously and I appreciate the feedback. As I understand, our store manager has emailed you a proposal which I have included below. I hope it meets your satisfaction. And above all I hope that we can earn your business back in the future.
Thank you once again for taking the time to post your comments.
Regards,
Allan Alexanian"Hello JF,
As per your request, I'm e-mailing this proposal to address your concerns with your installed broadloom.
Alexanian's is prepared to to offer you a full replacement of the carpet installed on your second floor and on your staircase. Since you are not happy with the installed carpet as it shows footprints you may re -select the style and the colour as long as it is of an equivalent quality and price. Alexanian's will be responsible for all costs of product and installation replacement. If you like to proceed with the carpeting in the basement you can also re -select a carpet for this area.
As you apprised me of your "family situation" Alexanian's will give you a full year from the date of this e-mail to make your re-selection.
Trusting this proposal will meet your approval, I will await your reply.
Respectfully,
Matthew Barrett
Store Manager
Alexanian Flooring
1855 Dundas st East
Mississauga, Ont."