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Carpet Wagon Rancho Cucamonga - My experience
Submitted by CW Complainer on Fri, 10/27/2006 - 5:41pm
My experience with Carpet Wagon - Rancho Cucamonga
I thought this would be a good place to share my experience with Carpet Wagon on Foothill Blvd. in Rancho Cucamonga. Hopefully prospective customers will take my experience into consideration before choosing Carpet Wagon over one of their many competitors.
Several weeks ago we decided to have carpeting and laminate flooring installed in two rooms. We looked at pricing and products at several flooring stores in Rancho and Upland and choose Carpet Wagon in Rancho Cucamonga on Foothill because of their selection and the very helpful sales person that we dealt with, Teresa. Teresa was great at helping us choose the right product (because we weren't really sure what we wanted), and even gave some ideas that we had not thought of. The price was good, and the transaction went smoothly.
Delivery and installation of our carpet and wood flooring went well. The installers did a good job, were clean, and polite. Overall we were happy with the entire process thus far..
Then things went wrong
We realized after the installers left that there was a small problem with one of the carpet-transition moldings (where the wood meets the carpet). It looked like it was not nailed into the sub-floor and it was popping up. Anyone walking by could easily kick a shoe across it and pull the whole thing up. By my estimation, the repair should be as simple as shooting another nail into it - something I would do myself if I had a nailgun, or some long skinny nails. I contacted Teresa at Carpet Wagon and she opened a repair ticket for me and told me I should expect to hear from somone by Monday, Tuesday at the latest.
Wednesday came around and I had not heard from anybody, so i called the Carpet Wagon service dept. myself. I spoke with a very nice Carpet Wagon representative named Crystal who scheduled the repair for us on Friday afternoon - the 13th of October. She indicated that someone would call me that morning and give me a window of time of when to expect someone. By noon on that Friday no one had called me yet, so again I contacted the Carpet Wagon service/repair dept at 1-800-44-CARPET and spoke with a very nice young lady named Marina. Marina was very apologetic and offered to contact the repair person and call me back with an ETA of when they would arrive. After a short while, Marina called me back and indicated that she was unable to get ahold of anybody and our only recourse was to reschedule the repair for another day. The next day that I would be able to leave work without getting into trouble was Friday Oct 27 - She scheduled the repair for between 2pm and 4pm.
Friday morning oct. 27th someone from Carpet Wagon called and left a message confirming that the repair person would arrive between 2pm and 4pm. I began to assume the worst when nobody had arrived by 3:45PM so I called Marina at Carpet Wagon to get an update on when I should expect to see the repair person. She said she would contact the repair person and call me back in a few minutes. Several minutes later Marina called be back and indicated that she was unable to get ahold of anybody and we would have to reschedule the repair for another day. At this point I asked to speak with whoever was in charge of this chicken-sh&%T outfit that claims to deliver Outstanding Value (per their website), and was connected to a gentleman named Dominic. Dominic gave me about 25 seconds to tell my story and told me he was going to get the service manager and whoever else he needed to into his office to get to the root of the problem and he would call me back in 10-15 minutes..
Well guess what.. Either something horrible happened to Dominic, or he just doesn't really care much about his pissed-off customers, because he never called me back.
So that's it.. Two afternoons wasted - Two days leaving work for nothing, well SCREW YOU Carpet Wagon! We will pay someone to spend 3 minutes to come do our repair, or maybe we'll just do it ourselves - but one thing is for sure: We will never deal with Carpet Wagon again because of their unwillingness or inability to accomplish something as simple as showing up at my door or even calling me back. We will also be sure to go out of our way to tell all our friends that ask about our beautiful new wood floor exactly how well you treat your customers after you get their money.
Carpet Wagon didn't "rip me off" or steal any money from us and they didn't do a shotty job at installation - but they are guilty of something just as bad: They do not know how to treat a customer, or perform even the most basic part of their business.
I hope anyone reading this keeps takes my story into consideration when evaluating who to purchase carpet, tile, or wood/laminate flooring from. There are many other companies nearby to choose from, and I'm guessing that they know how to keep an appointment and how to treat a customer.
thank you.
Carpet Wagon sucks!
LOL!
Want me to bring my nailgun??
I guess that's a use for this website i never thought of - a way to voice your complaints about local companies.. I WILL consider your story if i can ever affort to get new carpet..
Carpet Wagon sucks: Update
Update Saturday morning:
To be fair - Dominic called me back this morning and says he left me a message yesterday indicating that he was not able to get ahold of the repair person. Well, i was here all afternoon/evening, and that phone never rang - and the fact that they can never get ahold of their repair people that appear to go MIA at will seems to me to be a bit of an issue. At any rate Dominic offered to try and get someone out today (Saturday) or next saturday - he first asked which weekday he could reschedule for but i explained that i have a job and have already lost two afternoons waiting for nobody to show up. He is still trying to get ahold of someone to do the repair and promises to personally oversee that the problem gets resolved.
I will post updates as they happen..
Carpet Wagon Rancho Cucamonga - Update
This morning Dominic left me a message at 7:50am .. I called him back in the afternoon and he said he would have an installer in my area at 5pm. I told him I would not be home until 5:30 and he said the installer/repair person would be there waiting for me..
Dominic called me at about 5:25 (i was already home), and was a bit surprised when I told him that the installer had not yet arrived.. The installer showed up a few minutes later at 5:29p (Still early!).. as expected the repair only took a few minutes and then he checked all the other moldings and carpet transitions while we was here.. He was on his way home within 15 minutes.
So, the problem is resolved, and overall Carpet Wagon did a pretty good job at getting the squeeky wheel greased. Looking back, had i known i would be stood-up and loose two afternoons i would have never bothered for such a small, minor repair - but the point remains: Carpet Wagon still failed to arrive on two separate occasions, resulting in the complete waste of two afternoons (and missed work) - for this there is no excuse, but as I stated, they (Dominic) followed thru and did get the problem taken care of, and for that I thank them.
Will i ever go back to Carpet Wagon again? Probably not..
Re: Carpet Wagon Rancho Cucamonga - My experience
If you ask me the carpet place went out of their way to keep you happy.
I build decks for a living, and have never heard so much whining.
Sure, they should have put the nail in the right way, but if by your own admission it only took 3 minutes to fix it, and it was not a repair that required any skill, why wouldn't you just hammer the nail in yourself?
You actually made the guy drive back to your house to hammer in a nail?
I could understand if it was on the roof, but it wasn't.
What I got from this whole page is that I would not work for you.
Print this and give it to the next contractor you plan to hire. See if they give you an estimate or if they give you the phone number of another contractor.
Carpet Wagon Rancho Cucamonga
I'm a contractor too, and i agree.. Not calling back a customer, not showing up as promised, giving them the general run-around, or making them waste an entire day waiting around for me is perfactly acceptable... Especially if the customer deserves it because they're stupid or could do the fix himself. I get a kick out of making an appointment and then not showing up.. then when they call my cellphone and leave a message asking where i've vanished to, all my contractor friends laugh when i play the message for them... then we go back to drinking beer and riding our ATV's at Glamis..
Most customers are idiots and don't deserve my services anyway. You should come join us in Glamis because I think you would fit right in with us.
Re: Carpet Wagon Rancho Cucamonga - My experience
You really shouldn't be representing Daniel's Construction And Remodeling License # 851631. If you don't work for them, you shouldn't be trying to defame them with such an idiotic post.
What a loser.
Re: Carpet Wagon Rancho Cucamonga - My experience
The last two posters would get reported to The Contractor State License Board, the same way Carpet Wagon did when they did a horrendous job of installing flooring in my home.
I had the same general experience as the original poster.
Carpet Wagon did not follow simple procedures for installing flooring such as moisture testing or applying a moisture barrier before installing flooring on slab. The flooring CW installed began rising within 24 hours of installation.
Despite repeated calls requesting repair, Carpet Wagon gave the run around, consistently lying about messages they said they left and repair people who were scheduled several times, but who were no-shows until I filed a suit in court and filed a complaint with CSLB.
I received a judgement against them in court and all of my money back.
As far as the last two posters, you may think you're funny on a message board, but it would be really funny for your clients to slap you with a suit. Karma's a real mother......
Re: Carpet Wagon Rancho Cucamonga - My experience
I wish I had the same experience as the last person ! The carpet wagon took me to court because I refused to pay for the carpet they installed. Why, because they exposed wooden anchors on my floors, they actually cut holes in the carpet so the closet doors would slide closed,broke the closet doors,left huge gaps that exposed the cement floor under the carpet, didn't cut the carpet right so it curls up onto the baseboard, and laid sub standard apartment red rubber grade padding under the carpet instead of the ordered blue rebond, did I mention they also laid polyester carpet instead of the nylon that I ordered. I had the padding tested and it was 3lbs instead of the suggested 6lbs. My polyester carpet is so smashed down that it looks worse than the twelve year old stuff that was replaced ! It's only 3 years old. After stalling for a year they took me to small claims and got a judgement against me. I then complained to The CSLB only to be told they could not over turn a judgement. Case closed ! No justice for me ! Didn't want for them to overturn anything just wanted this company investigated for fraud. This is a bait and switch plain and simple. Yes I paid them because I didn't want my credit messed up. This company and their workers are the worst of the worst, avoid them.
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