Company owner states he just wants the customer to be happy
San Francisco, CA -- (SBWIRE) -- 10/31/2012 -- When a rug installation did not work out quite right, a Sonoma man turned to a local news station to help him solve the problem.
While the rug may have seemed fine at first glance, Mar McFarland of Windsor knew that something was not quite right. "When you spend a lot of money for carpet, you want it to be done the way it was originally proposed to be done," he says. As it turned out, the rug was certainly not what the Tri County Floors had promised to Mark. The homeowner pointed to the visible seam running right near the door.
The company had promised to be a seam near the back wall of the room. "You can see where it says 'Seam to be put on the south side of the bedroom,'" he says. Mark says he noticed the problem with the seam right away when the installation was done. "I said, 'It looks a little noticeable,' and he said, 'Yeah, that will flatten out over a period of time and then you won't even notice it,'" he recalled.
The company also promised to return if the rug did not fully flatten out. They kept strong on that promise, and returned a month later to attempt a quick-fix turnaround, and recut the seam, laying down white seam tape to hide it.
“As time passed, then the carpet started peaking again. It started looking really noticeable,” Mark said.
That was eight months after the quick-fix, and Mark called Tri County out again, but this time the company decided there was simply nothing more that they could do.
After some effort, Mark decided he would call another installer in order to put the rug in it’s right place, but his son encouraged him to take another course of action.
“He said, ‘Dad, you should go to Channel 7. You don’t want to spend all the money to pull the carpet out for something that wasn’t even your fault,’” Mark recalled.
Mark contacted 7 On Your Side, the local news company, and they contacted Tri County Floors.
Following the contact, Brian Miller, the Tri County’s owner, admitted the installer was not instructed to put the rug’s seam along the back wall. He then stated he would replace the carpet. "At the end of the day, I just want to take care of customers. If it's our fault, we're going to take care of it," he said.
Tri County explained that a dye problem with the carpet made the seam stand out.
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