" Tear in carpet, seams not meeting, bubbles throughout "
What went wrong? Workmanship
" The unit had wall damage throughout, needs touch up paint on the baseboards and walls, and the toilet in the apartment had been used (#2) and not flushed. "
What went wrong? Clean-up, Cleanliness, Wall Damage
Hi Gary and thank you for your rating of Dennis' work. He returned to fix the carpet seams as they were not of satisfactory quality. We apologize for negatively impacting your turn.
" Didn't replace pad and overlayed new carpet over old pad. "
What went wrong? WorkmanshipHi Nicole. Thank you for taking the time to rate Luis' work and for making us aware of this situation. His work order called for pad replacement yet it was not completed. He returned to replace the pad as originally requested. We sincerely apologize for letting you down on this job and for negatively impacting your turn.
" Manager noted that installer didn't arrive until 1pm and allowed people to drive over the carpet pad while he was cutting it in the parking lot. He also didn't finish until the next day. Manager does not want him back ever again. "
What went wrong? Clean-up, Timing, WorkmanshipThank you for reporting these issues Mendee. We discussed your feedback with Salvador and will not schedule him for jobs at your property in the future. Please accept our apology for negatively impacting your turn.
" We received a complaint that the technician was making inappropriate comments to current residents and their guests. We do not welcome that technician. "
What went wrong? AttitudeHi Jeremy. Thank you for your rating of Jose and for making us aware of this situation. This installer will not be sent to your property in the future. We sincerely apologize for his unprofessional behavior.
" Taking the key from!!!! "
What went wrong? Clean-up, CleanlinessHi James, we are sorry to hear that the key was not returned as expected and apologize for letting you down on this turn.
" The floor was put down on a wet surface. "
What went wrong? Attitude, Clean-up, Cleanliness, TimingHello Corenda. Thank you for sharing your rating of Jose's work and please accept our apologies for installing your new vinyl plank prematurely.
" Did not show up as scheduled. "
Hi Maria, we sincerely apologize for missing your scheduled installation time slot and for negatively impacting your turn schedule. Jesus was able to complete your vinyl installation.
" They did not pull up old flooring and the new floor they installed is already coming up. I told them they needed to fix it and they said ok and just proceeded to get in their truck and leave. "
What went wrong? WorkmanshipHi Erin, thank you very much for alerting us of this unacceptable behavior. Guadalupe returned and completed the job as originally requested. Please accept our sincere apologies for letting you down on this turn.
" Did not install carpet in the correct areas per the work order. Hank the rep made sure to have this corrected. "
Hi Ashley, thank you for alerting us of this issue regarding Jose's carpet installation. We reiterated the importance to Jose of following the work order instructions. Please accept our apologies for this error.
Hi Ashley, thank you for taking the time to review Junior's work. We sincerely apologize for letting you down on this turn.
Hi Ashley, thank you for taking the time to review Junior's work. We have reiterated the importance of after the job clean up and being aware of walls during his work. We apologize for letting you down on this turn.
" Put pieces of concrete in our disposal and it caused a leak in our pipes and condensation line. Also splattered concrete mix on walls that had to be cleaned. Left walls and doors a mess. "
What went wrong? Clean-up, Cleanliness, WorkmanshipHi Christi, thank you very much for taking the time to review Bryan's work and for alerting us of these issues! Bryan has been made aware that the kitchen sink is strictly off limits and that after the job clean up is critically important. We sincerely apologize for letting you down on this turn.
" Quarter round was horribly installed, Missing vinyl inside the corner closets. Caulking was so bad and caulking was used to cover up bad cuts. Caulking was smeared on my walls, vinyl, and countertops. "
What went wrong? Clean-up, Cleanliness, Wall Damage, WorkmanshipHi Eddie and thank you very much for sharing your feedback about Pastor's work. A different installer returned on Thursday, 3/14/24, to correct the errors made on the first installation. We sincerely apologize for negatively impacting your turn.
" Installer has been giving my team multiple problems with installs. Unit 10207 carpet had tears and missing chunks of carpet. Also, the vinyl was installed horrible. Cuts were really bad and bad cuts were filled with lots of caulking. Would not be wanting this installer back at Brushy Creek. "
What went wrong? Appearance, Clean-up, Cleanliness, WorkmanshipThank you for your important feedback Eddie! A different installer returned to address the issues you raised from the original installation completed by Luis Miguel Gonsalez Ponce. He will not be sent to The Marquis at Brushy Creek for future flooring jobs. We apologize for letting you down on this turn.
Hello Scott and thank you for your rating of Gustavo! We sincerely apologize for the issues related to the vinyl replacement in the hall and hall bath. We have discussed this issue with him about performing the job without interrupting residents who may be working from home while the job is being completed.
" He took more time than expected and he left unit very dirty. I don't want him back to Azul. "
What went wrong? Appearance, Clean-up, Cleanliness
Hi Katia and thank you very much for rating Juan Carlos' work! We understand the vinyl is lifting at some edges and a warranty repair is scheduled for tomorrow to correct these issues. We apologize for negatively impacting your turn and appreciate your understanding.
" Are you kidding me I arrive at the house 2 days after its completed to find 2 3/4 drank cups from Starbucks food wrappers and 12 empty water bottles in the kitchen. Dried floor patch on my arcadia door. The trim to my cabinet bases up on the counter. One toilet rocks so bad it almost fell over, the other toilet caulked to the floor but not bolted, then a bolt kit all over my vanity. 2 Large trash cans and a shovel and all their caulk tubes and trash all over my garage. I call my rep to be told yes they are done, they couldn't mount the toilets. But need not worry they did not forget to charge me 80.00 to remove and replace my toilets. But all that was forgivable because floor looked great, until they returned to pick up their trash cans but not their trash! Do I look like your mother Jose? Did you return with your little attitude because I didn't like your trash and I called the office about it, so you showed me by taking your trash cans but not your trash nor did you mount the toilets which you were paid to do? or get your floor patch off my arcadia door which I apparently paid you to slop on there. And I might think you forgot about your trash when you picked up the cans, except you waltzed into the kitchen to get your sunglasses you left and you had to move some of your trash to find them. But the floor looked great. So...the tenant left this house exceptionally clean when he moved out, you Jose, trashed it like a squatter would, now I have to have it cleaned and the toilets mounted before anyone can rent it. But did I mention the floor sure did look good, so did the caulking. "
What went wrong? Clean-up, CleanlinessThank you very much for taking the time to share this feedback Jim. While we are happy to hear that the overall installation met your expectations, we sincerely apologize for the mess that was left behind by Jose and his team. Our installation team discussed the importance of after the job clean up to Jose. Thank you again for sharing this important feedback.
Hi Scott, thank you for letting us know of your dissatisfaction with Vinicio's workmanship on this vinyl install. We sincerely apologize for negatively impacting your turn and for delaying the resident's move-in.
" Installer wife was on property while he was working on unit, she is really disrespectful, several residents complaint about they arguing and fighting both days when he was working on property. This is really unprofessional. Lady is rude & unprofessional. DO NOT SEND THEM BACK. "
Thank you very much for your review Angelica! We sincerely apologize for the issues caused by the install team. Melchor has been made aware that his wife or any other helpers are to be respectful to property staff and residents alike. He will not be working at your property in the future. Thank you again for taking the time to share this important feedback.
" Installer did not change out transitions and did very bad seams. "
What went wrong? Clean-up, Cleanliness, WorkmanshipThank you for letting us know about the seam and transition issues from Ricardo's carpet installation at your property. We returned to resolve these issues and apologize for letting you down on this job.
" Left full roll of carpet in my parking lot over night and did not finish the job. "
What went wrong? Clean-up
Thank you for your feedback Francisco, it is greatly appreciated. Our installation manager and sales team member in Dallas/Fort Worth walked the unit and addressed the subfloor issue in the kitchen/hall and part of the living room. Please let us know if there is anything else needed in this unit, and please accept our apologies for negatively impacting your turn.
Hi Kim and thank you for your review of Fidel's work. Please accept our apology for his later than expected arrival to complete this carpet installation. Due to the severity of the pet damage to the carpet, he requested to dispose of the used material in the property dumpster.
" Didn't show up "
We sincerely apologize for the confusion on this job Patrick. A bid was created for this furnished unit for tack strip take up to dining room vinyl take up to kitchen dining room and bathroom, plus a toilet R&R and self leveler 1/4 inch in all areas minus the bedroom and closet. This work was outside of budget and was not completed.
" Zero respect for property and staff. Never shows up on time. No call no show to clean flooring. Property staff had to reinstall all baseboards, repaint all walls and stair case, entire unit covered in saw dust, stained every new hardwood plank. Stained the carpet of a room they were not working in with brown caulking/glue. Yusseff says the satins are from the rubber mallet hitting the planks in and their is no way to remove the stains. Pen lines still on planks from wear they messed up the saw cuts. Removed the door sweep from the front door and took it with him. No transition installed from hardwood to tile in bathroom, I had to point out there was no transition and show them what type to use. This project was started on 10/17 with a 4 day max install time. We are now on day 12 and work is still not complete. "
What went wrong? Appearance, Attitude, Clean-up, Cleanliness, Timing, Vacuuming, Wall Damage, WorkmanshipThank you very much for letting us know about these issues with Yusseff and his work. Our installation team is addressing these issues with Yusseff and making sure to correct the shortcomings you referenced in your review with a different crew as he will not be returning to your property. Please accept our sincere apology for letting you down on this installation.
Please accept our apologies for the caulking and transitions issues in this unit. Gerardo returned on 10/25/22 to fix these errors.
Thank you very much for your feedback about Manuel's work. If pad is requested in your carpet order, then removal of used pad with replacement of new pad at all carpet areas selected is mandatory with no exceptions. We sincerely apologize this issue and have addressed your concerns with Manuel.
" Did not clean up, messy. "
What went wrong? Clean-upHi Justin and thank you again for sharing your feedback about Crisoforo. We discussed the importance of after the job clean up with him. Please accept our apologies for letting you down on this turn.
" Unit was left dirty and lights left on. "
What went wrong? Clean-upThank you very much for taking the time to share your for your review Justin. Our installation team discussed your dissatisfaction with Crisoforo. He will be more thorough on his job completion check list before leaving units in the future. Thank you again for sharing this important feedback with us, and please accept our sincere apology for letting you down on this turn.
Hi Scott and thank you for your rating of Franklin. We spoke with him about staying positive in situations like this one where there were multiple layers of existing vinyl in the wet areas. Though Franklin is a highly rated, experienced installer, we will not schedule him to return to your properties per your request. Thank you for your understanding and continued support.
" I am very disappointed with my first installation, the vinyl installer never showed up as scheduled, which puts me behind schedule. I'm rating this as a zero. "
What went wrong? Timing, WorkmanshipWe sincerely apologize for missing your requested installation date & time of arrival window. The job was ultimately completed by a different installer. We are very sorry for negatively impacting your turn schedule.
" Really bad attitude. "
What went wrong? AttitudeHi Martin and thank you for taking the time to share your rating of Oscar. We spoke with him about maintaining a professional perspective on job sites and in front of customers like yourself. Oscar will not be returning to complete jobs at your property. We sincerely apologize for his behavior and for letting you down on this installation.
" UNPROFESIONAL JOB, DAMAGED MY CABINETS, USED BOTH TOILETS IN CLEAN UNIT, LEAVE PICES OF PLANK ALL OVER SHELFS, INSIDE range oven etc.... "
What went wrong? Clean-up, Cleanliness, Timing, Wall DamageCesar, thank you for sharing your feedback about Elver's performance. Our installation team spoke with him about your dissatisfaction. Elver returned to address the issues you raised including toe kick damage and clean up. We sincerely apologize for letting you down on this job and for negatively impacting your turn.
" Carpet was installed but very wavy and was not straight. "
What went wrong? WorkmanshipThank you for your valued feedback about Paula's performance John. We spoke with her and shared your review and dissatisfaction. She will be more careful on future jobs to ensure her work meets your expectations. Please accept our apologies for negatively impacting your turn.
Hi Justin and thank you for sharing your rating of Eric. We spoke to him about your dissatisfaction. Please accept our sincere apologies for letting you down and negatively impacting your turn.
Hi Justin and thank you for sharing your rating of Eric. We spoke to him about your dissatisfaction. Please accept our sincere apologies for letting you down and negatively impacting your turn.
" Only carpeted 3 steps of full staircase. "
What went wrong? WorkmanshipHello Jessica and thank you very much for your feedback about Pablo's work. He indicated that the other steps were covered with paper and plastic from the painters and returned the following morning to complete the stairs. We apologize for negatively impacting your turn and appreciate your understanding. Thank you again for sharing your rating!
Thank you very much for your ratings of Celso! He explained his issue regarding parking a long distance from the unit for carpet install. We reminded him to always contact our Customer Care Team directly if there are any issues on the jobsite and to avoid any confrontations with you or your team. He agreed and promised to have a better attitude should jobs have setbacks in the future. We apologize for letting you down on this turn and sincerely appreciate your understanding.
Thank you very much for your ratings of Celso! He explained his issue regarding parking a long distance from the unit for carpet install. We reminded him to always contact our Customer Care Team directly if there are any issues on the jobsite and to avoid any confrontations with you or your team. He agreed and promised to have a better attitude should jobs have setbacks in the future. We apologize for letting you down on this turn and sincerely appreciate your understanding.
Thank you very much for your ratings of Celso! He explained his issue regarding parking a long distance from the unit for carpet install. We reminded him to always contact our Customer Care Team directly if there are any issues on the jobsite and to avoid any confrontations with you or your team. He agreed and promised to have a better attitude should jobs have setbacks in the future. We apologize for letting you down on this turn and sincerely appreciate your understanding.
Thank you very much for your ratings of Celso! He explained his issue regarding parking a long distance from the unit for carpet install. We reminded him to always contact our Customer Care Team directly if there are any issues on the jobsite and to avoid any confrontations with you or your team. He agreed and promised to have a better attitude should jobs have setbacks in the future. We apologize for letting you down on this turn and sincerely appreciate your understanding.
" Bathroom vinyl has bubbles, 1/4 round trim workmanship looks like an amateur installed. Not sure seam glue was used at seam areas. Seam behind toilet is lifting. Some of the 1/4 round doesn't look like 1/4 round. "
What went wrong? WorkmanshipThank you very much for your feedback Bud and for the pics you shared of this job! We sincerely apologize for letting you down and promptly returned the following Monday to fix the issues to your satisfaction. Thank you again for letting us know of these issues and for your continued support of Carpeturn.com!
Thank you very much for your ratings of Celso! He explained his issue regarding parking a long distance from the unit for carpet install. We reminded him to always contact our Customer Care Team directly if there are any issues on the jobsite and to avoid any confrontations with you or your team. He agreed and promised to have a better attitude should jobs have setbacks in the future. We apologize for letting you down on this turn and sincerely appreciate your understanding.
" Vinyl bubbling up and coming up everywhere, terrible installation. "
What went wrong? WorkmanshipThank you for your important feedback Gloria! We understand Joel returned to fix bubbles in the vinyl areas to your satisfaction. Thank you again for alerting us by rating Joel, and we sincerely apologize for negatively impacting your turn.
" Vinyl coming up and bubbling up everywhere, terrible installation. "
What went wrong? WorkmanshipHi Gloria and thank you again for your important feedback! Pablo returned to repair bubbles in the vinyl to your satisfaction. We sincerely apologize for negatively impacting your turn and appreciate you taking the time to share your feedback so the issue could be corrected.
" Took way too long. We were waiting to get back in the apartment this afternoon, and he's still inside. Plus, carpet has been laying in the middle of the parking lot for hours. "
Thank you very much for alerting us of these issues Mike. Our installation team talked with Mauricio who indicated that he had a stomach issue yesterday and as a result the job took him much longer than usual. We also reminded him that it is unacceptable for us to leave materials outside in any traffic area. Mauricio agreed and will leave materials on his truck or inside the unit on future jobs. Thank you again for your rating of Mauricio, and we sincerely apologize for negatively impacting your turn.
Jose, thank you for taking the time to rate Rigoberto! We understand you were unhappy that the carpet install was short and that there was vinyl damage. Pablo returned to fix these issues to your satisfaction. Please accept our sincere apologies for negatively impacting your turn and for letting you down on these jobs.
" They were supposed to complete 3033, 1015 and 3052N the same day and they only completed 3052N. They had to return the next day to finish both 3033 and 1015. I had to reschedule my clean for that Saturday. "
What went wrong? TimingThank you very much for your important feedback David. Unfortunately, Roberto's helpers were not able to work with him that day. He did not let us know of this issue fearing we would penalize him by not giving him as much future work. He was advised to always communicate with us anytime there is an issue completing a job as properties have deadlines to meet. Additional help could have been sent to assist him complete these units. We sincerely apologize for negatively impacting these turns.
" They were supposed to complete 3033,1015 and 3052N the same day and they only completed 3052N. They had to return the next day to finish both 3033 and 1015. I had to reschedule my clean for that Saturday. "
Thank you very much for your important feedback David. Unfortunately, Roberto's helpers were not able to work with him that day. He did not let us know of this issue fearing we would penalize him by not giving him as much future work. He was advised to always communicate with us anytime there is an issue completing a job as properties have deadlines to meet. Additional help could have been sent to assist him complete these units. We sincerely apologize for negatively impacting these turns.
" The vinyl has ripples in the flooring, they left small holes in one wall and they used the restroom in the apartment and peed on the seat. "
What went wrong? Clean-up, WorkmanshipHello Dawn, thank you very much for this important feedback and for the pictures you shared by email that were provided to Celso! He returned on Saturday and fixed the bubbles in the vinyl and cleaned the bathroom. He attempted to clean the smudge on the walls and determined it was not glue and was unable to repair it. Our installations team advised him that he needs to document any damage he finds in units with pictures prior to starting work in the future. We sincerely apologize for negatively impacting your turn and thank you for your continued support of Carpeturn.com.
" Very bad job with stretched and installation. "
Thank you very much for this important feedback Sargon! Our Phoenix installation manager, Raul Contreras, and Adrian met back at the jobsite to resolve the numerous issues with this carpet installation. This type of performance is not condoned by Carpeturn.com, and we sincerely apologize for leaving your unit in the condition you found. Thank you again for sharing both your feedback about Adrian and for sharing pictures with us that help us take the opportunity to re-emphasize our performance expectations with Adrian.
" Again the carpet isn't tucked under the Zbar at the front door in apartment 1064. Carpeturn installers do know the proper way to install carpet into a Zbar? The property is having a Zbar added to this area to eliminate carpet fraying at high traffic area. This has been a common occurrence and needs to be resolved ASAP. Move in date on this apartment 7/27. "
What went wrong? WorkmanshipThank you very much for your important feedback Bud! Jose was instructed on the technique to use for the carpet to tile transition during load on Friday morning. He sent in pictures of the transition where he added new Zbar and latex to prevent issues in this high traffic area. The photos you shared show that the carpet did come up again after his work. He returned this morning and repaired it before your move-in. Thank you again for sharing this detail with us so that we could correct the issue before your new resident is in the unit, and we sincerely apologize for negatively impacting your turn.
" No mask worn while working in occupied apartment. "
What went wrong? CleanlinessThank you for this very important feedback Holly! We spoke with Oscar this morning about the importance of following our COVID-19 guidelines to help make the work environment more safe for all involved. We also understand you spoke with Sheila today who explained that a credit memo will be added to credit the disinfectant germicidal cleaner & PPE and COVID-19 occupied labor service from your invoice. Thank you again for alerting us and we sincerely apologize for letting you and your resident down.
We understand this job took longer than expected and apologize the timing negatively impacted your turn schedule. This was the carpet portion of the unit that required 2 installation days to complete. Felix will do his best to complete his work as fast as possible however larger vinyl jobs can carry over into a 2nd work day to ensure the job is completed to your satisfaction. Thank you again for sharing your rating of Felix!
Hi Olga and thank you for sharing your important rating of Felix! We spoke to him about removing closet doors. If doors are taken off by Carpeturn.com during the job, we must also replace them. We apologize for this error and for negatively impacting your turn. Thank you again for sharing your feedback!
" Left keys in door, left food through out the apartment and used restrooms without flushing. Because of scheduling, this was a clean apartment prior to flooring being installed. "
What went wrong? Clean-up, CleanlinessThank you very much for your feedback Dawn. Carpeturn.com in no way condones such conduct from any employee or installer. We discussed your feedback with Eduardo so he understands our position on all issues you raised. He indicated the unit was open upon his arrival and was not provided keys. He does not eat while working and instead prefers to eat lunch once he arrives back home. Also, he noticed the bathroom was already dirty and used however did not document this finding in his notes or in photos. He did not use the stove and has his ID. Eduardo will do a better job of letting us know if anything looks out of the ordinary in units and will take pics for everyone's records and protection in the future. Thank you again for sharing this important feedback.
" Canceled and got charged will use other flooring company :( "
What went wrong? Appearance, Attitude, Clean-up, Cleanliness, Timing, Vacuuming, Wall Damage, WorkmanshipThank you for your important feedback Jorge! As Dante indicated, since the material for your repair was already cut and prepared, a restocking fee was charged when your job was canceled. As a courtesy to you and Alliance, we have removed the restocking fee. Thank you again your feedback and for your continued support of Carpeturn.com!
" Large smeared caulking throughout very unprofessional and glue residue on flooring. "
What went wrong? AppearanceWe apologize for this ongoing issue Ollie! Eduardo has been advise to always leave a think caulk line and to be especially careful and clean once the install is complete. Eduardo returned to repair the issue. Thank you for your understanding!
Thank you for this important feedback Everett! We reminded Robert to always check his work before completion so that you do not have to remind him to go back to fill missed nail holes. Also, after removing the old baseboards to install the new ones, new baseboards did not cover the vinyl edging because the new baseboards were a tighter fit to the wall and exposed the cut vinyl. For a better finish on future baseboard installations, it is our recommendation to replace baseboards and then install new vinyl for a nice clean finish. Thank you again for alerting us of these issues and for your continued support of Carpeturn.com!
" Very messy, trash left behind, dirty walls, unit was turned and cleaned prior to flooring arrival. "
What went wrong? Clean-up, Cleanliness, Wall DamageThank you very much for your candid feedback Jason. It is sincerely appreciated so we can in turn follow up with Jorge to reinforce our policies. He has been advised to be more careful of his surroundings during installs and to pay special attention to his after the job cleanup. We also stressed he take pictures of anything that might look broken or damaged for our records before starting his installs to avoid misunderstandings. We apologize for letting you down on this install and thank you again for sharing this important feedback!
Thank you very much for your feedback Luis. Lupe was advised to be more careful when applying heavy pet seal. A tip we reiterated to him was to use a piece of rectangular cardboard and lay it along the wall when rolling heavy seal onto the floor to avoid any splatter of the seal on the wall and instead on the cardboard. This technique works well for our other installers. Lupe agreed with this advice and will also be more careful in the future. Please accept our sincere apologies for negatively impacting your turn.
Update: Lupe returned and found you on site and then touched up the baseboards to your satisfaction. Thank you for your continued support of Carpeturn.com!
" Please don't send. "
What went wrong? AttitudeThank you for your feedback Elly! We sincerely appreciate you taking the time to share your critique of Manuel. He indicated there may have been a misunderstanding as he was not making excuses to avoid doing the install, rather he said he was concerned for his health and how the job would look after installation. He will not be assigned to jobs at Ridgeway Village. Thank you again for sharing this important feedback.
" Didn't show up when scheduled! "
What went wrong? TimingThank you for sharing this important alert Georgana. We sincerely apologize for this significant lack of performance. After investigation, we learned Richie's helpers did not work on Saturday and left him short handed. He also did not follow his instruction to go to Midtown on Main as his first job on Saturday. We completed the installation on Sunday and provided the resident a gift card for the severe inconvenience we caused. Thank you again for submitting this important feedback.
" He left all the doors off of the closets, and did not vacuum. "
What went wrong? Clean-up, Cleanliness, Timing, VacuumingThank you for sharing this important feedback Enrique! Hermilio from our 5 star quality team walked the unit on Friday and talked with you about the job timing, quality and overall cleanliness. We returned on Saturday to fix these issues and Hermilio reports that you are satisfied with the work after these corrections were completed. We sincerely apologize for negatively impacting your turn.
Dave, thank you for this valued feedback. Our installation team inspected this occupied repair and it seems there was water damage/flooding under the vinyl causing the glue to give away. We hope you were ultimately satisfied with the repair and if not we can return to attempt to improve it. We apologize for the negative impact this issue had on your turn.
" That's not the guy who was here at 168. "
Thank you for this alert Jorge and please accept our apologies for this error. Ricky Chaparro delivered these planks for acclimation in unit 9-168. We have updated this invoice, thank you again for pointing out this mistake.
" Poor quality of installation. Unwilling to correct installation problems. "
What went wrong? Attitude, WorkmanshipBryon, we sincerely appreciate you taking time out of your day to share this critique! It is our understanding that Sheila discussed this issue with you in greater detail. We also followed up with Jose and discussed your feedback. Please accept our apology for letting you down on this installation.
" It looks terrible. Very disappointing considering how much work we give Carpeturn. "
What went wrong? AppearanceThank you very much for providing this important feedback Ami. Unfortunately, we were unable to inspect the unit since it was already occupied. However, we did talk to Barry in maintenance who said he will let us know if any problems come up in this unit. Our installations team also spoke to Elver who stated the slab at this property was either poured unevenly or settled unevenly, and he believes the only way to make the floor presentable is to pour self-leveler throughout. We advised him that the next time he sees uneven floors to take pictures and share them with our team so we all can take the necessary steps to ensure the install exceeds your expectations. Thank you again for rating Elver, and we sincerely apologize for letting you down.
" Cut baseboards in unit again. Saw dust everywhere. "
What went wrong? Clean-up, CleanlinessThank you for providing this important feedback Everett. We spoke to Ignacio and expressed your dissatisfaction about wood shavings inside the unit. He was reminded that if cutting baseboards on the patio or anywhere near the unit, he must keep the doors and windows closed. Going forward he will take more precautions to prevent wood particles from entering the unit. Thank you again for sharing this valued feedback and please accept our apologies for letting you down on this job.
" Cut baseboards in unit saw dust all over freshly painted walls and new flooring. "
What went wrong? Clean-up, Cleanliness, WorkmanshipThank you for providing this important feedback Everett. We spoke to Ignacio and expressed your dissatisfaction about wood shavings inside the unit. He was reminded that if cutting baseboards on the patio or anywhere near the unit, he must keep the doors and windows closed. Going forward he will take more precautions to prevent wood particles from entering the unit. Thank you again for sharing this valued feedback and please accept our apologies for letting you down on this job.
" Bubbles in vinyl. Asked maintenance to disconnect stove to lay vinyl (not normal practice). "
What went wrong? Cleanliness, WorkmanshipHello Everett and thank you for rating Ignacio. According to our records, Carpeturn.com completed the baseboard installation in unit 1041 but has not replaced vinyl in this unit. Thank you again for utilizing instant installation reviews to help us improve our service to you.
Hi Amanda and thank you for your feedback! We apologize this tile repair was not completed on the initial job date due to the tile size being incorrect. We returned early last week with the correct tiles and were able to complete the repair. Thank you again for sharing your important feedback!
" I'm being charge for a job they couldn't do $130.00 I'm so upset. I manage so many apartments complexes too. :( "
Hi Yolanda and thank you very much for your valued feedback! Unfortunately, our installation manager determined the subfloor repair that was required was beyond our flooring license and needed to be completed by a general contractor with license to change the building structure. Since the tiles were special order, a will call charge was required as well as the trip charge since we attempted the installation before knowing of the damaged subfloor below the flooring surface. The trip charge has been removed from your invoice as a courtesy to you. Thank you for your understanding and for your continued support of Carpeturn.com.
" There are some bubbles in the vinyl which need to be repaired. The biggest issue with the installer is that he did not bring the vendor key back to the office. When we went to walk the unit, the deadbolt was not locked and the vendor key was left on the kitchen counter. "
What went wrong? Appearance, Attitude, WorkmanshipThank you for this important feedback Matt! We discussed your dissatisfaction with Egidio. He mentioned the office was closed when he completed the installation and was confused about what to do with the keys. We reiterated that he always needs to contact our installation team or Carpeturn.com Customer Care for instructions on how to proceed. We also sent a different installer to repair the bubbles you as you requested. Thank you again for sharing this feedback and please accept our apologies for letting you down on this job.
Thank you for this valued feedback Everett, we sincerely apologize for letting you down on this job. Our installation manager was present during the install and mentioned all baseboards & carpet looked professionally installed. We understand you expected the baseboards to be painted by us, however baseboards are installed as they are received to our warehouse in a flat base paint and are painted after install. Paint was left in the unit and Juan painted the baseboards as requested.
Thank you for this valued feedback Everett, we sincerely apologize for letting you down on this job. Our installation manager was present during the install and mentioned all baseboards & carpet looked professionally installed. We understand you expected the baseboards to be painted by us, however baseboards are installed as they are received to our warehouse in a flat base paint and are painted after install. Paint was left in the unit and Juan painted the baseboards as requested.
Please accept our apology for negatively affecting your turn David. Our installation team discussed your dissatisfaction with with Eduardo. He confirmed that he should not have rushed so he could complete the install to your satisfaction. Thank you for this valued feedback.
Thank you for your critique Alice. Our installations team will talk with Erik and go over this job with him to improve the workmanship of this job and those in the future. Thank you again for this valued feedback.
Thank you for your critique Alice. Our installations team will talk with Erik and go over this job with him to improve the workmanship of this job and those in the future. Thank you again for this valued feedback.
" Brought in vinyl plank to office due to key not working, but came in with no uniform and had his wife or girlfriend helping him bring it in. I later got a call from Carpeturn corporate saying that he was going and no one showed up the next day. I had to help the installer move all material to unit 18. "
Thank you for your feedback Misael! We sincerely apologize for our mistakes on this job and the miscommunication regarding completing the task. Your dissatisfaction was addressed with Leonel and we expect you will receive improved performance on future jobs done by him. Thank you again for bringing these issues to our attention.
" Bubbles everywhere and a BAD seam in vinyl! Not acceptable! "
Thank you for your feedback Maria! We are sending our team to fix these issues immediately and will also discuss your dissatisfaction with Felix. We sincerely apologize for our lack of performance on this installation and will fix all issues to ensure we meet your approval once complete.
" I would rather not have this installer back. He removed doors and blinds and did not put them back in place. I have not had issues with any other installer. "
Joe, please accept our sincere apologies! We added notes to your templates to schedule other installers instead of Luis and shared your feedback with him so he can improve future job performance. Thank you again for pointing out this issue that negatively impacted your turn.
" When removing the old vinyl, concrete broke away and was not reported as needing repair. New vinyl was placed over with a large dip in the concrete and now the work needs to be redone as the new vinyl is going to tear around the imperfection in the floor. "
Thank you very much for pointing out our mistake Sandra! Sergio should have reported this issue to Customer Care after a portion of the concrete broke when the vinyl was removed instead of laying new vinyl over the imperfection. Eddy Gomez returned to remove & replace the vinyl after repairing the concrete to prevent vinyl rips in the future. Please accept our sincere apology for our error in judgement.
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