651 Carpets

See above, poorly.

"Structural Damage" is what Ozzy calls it, but what Ozzy refuses to do is take any responsibility of show any integrity to make it right. I didn't pay for my condo being damaged by their installers. I never agreed to have my closet doors rattle when I walk by or the walls creak because of their installation. It wasn't a bonus feature they included in their advertisement. I also didn't agree to have staples coming out of the carpeting on the stairwell, and I sure didn't agree to continually have to clean out the air ducts because the carpet they installed wasn't edged properly. Their installation "warranty" is nothing but a load of crap. They did, however, offer a $100 refund for the long horizontal crack in one of the baseboards. Big **** deal. They just sold their integrity for $100. It tells you a lot about who they are. They don't return calls or emails, but then why should they - they got my money and I got screwed. It's what they were hoping for in the first place.

Initially was unimpressed with the salesman. Couldn't provide photos of the different colors installed, didn't know exactly how the installation process worked, etc. However, the price was right, and I figured it was a reputable company. The day of the installation comes. I was told 8-10am crew arrival. At 1045 one guy, yes one guy shows up to replace the entire floor on the main level in what was promised to be a one day job. As I let him in I quickly realized he speaks about 10 words of English, perfect. Already aggravated because I can't communicate with the installer and knowing I was either going to be forced to listen to him cutting and pounding until 10pm or take another day off work, a 2nd guy shows up to help. This guy obviously hadn't been doing it long because he had not one clue what he was doing. The other guy kept telling him what to do and then shaking his head when he screwed up. 5pm rolls around and they're about half done. So much for a peaceful dinner with my family admiring our new floor. Well, 2 more guys finally show up and they go to town on the rest. At about 8, the original guy says "we finish" and hands me some paperwork to sign off. When I walk around to inspect it I'm appalled. Not only are they short about 30 square feet, they've completely mangled the baseboard trim throughout. The new guy wrote Spanish words in sharpie on almost every piece, half of the pieces don't fit back together snuggly, and the wood split on 3 or 4 pieces. The guy promised he would come back the next evening to finish which I suppose was acceptable. I placed 3 phone calls to the salesman and never heard a word back. AVOID these morons at all cost.

all work was done quickly and met my standards.

Once they have your money and have you sign a form you won't cancel you can't get ahold of them by phone or get them to call you back. They say granite will take one month. When I asked how thin their granite was and wanted it to be the thicker standard used by other companies they said it would have to be ordered. It took 3 months. I kept calling and got no response. I thought I had been scammed because they cashed the check the same day I wrote it. Poor quality granite was used in bathroom. Poorly cut granite by microwave. Carpet scraps were not hauled away.

Awful! Salesperson came out, walked through, showed me samples and quoted me for the job. Required half down to order and said the other half to paid when done. Was called the night before, message said I had to pay the remainder before it was installed, but that I could look at it in the truck. One person (Jason) was here all day (almost 12 hours). Missed cutting a vent opening (I ended ip doing that myself! At least I cut it right) and one vent opening was cut too big. Called service mgr (Justin) next day. Showed him pictures that I had taken of the too big floor vent hole, he said he'd look into it. I told him I'd already gone to Lowes to pick out varying sizes of covers, but that I couldn't find one to match. He called later in the day to say that there was nothing they would do, that it was MY fault and that I should call a fabricator to make me one! I asked him to fix it, find a way, he said no. I asked if they were going to compensate me. He said 'for what? This isn't our fault'. No acknowledgement or accountability at all. Doesn't installers measure/note existing vent holes in the floor before ripping up the existing carpeting/flooring and installing new? Amazing!! (Look at the seam going into the other room) Horrible!!

2 men showed up on time the first day, but the job dragged into a second day. Then only 1 guy was here. The work looks great, but since there was only 1 guy here my wife and I wound up helping him move around some furniture...as opposed to having a crew of 2 here to move it themselves (a service that is included in their price and in the contract). Our installer was an independent contractor, so he has no real affiliation with 651 Carpets other than a check. But he worked hard and the carpet looks good.

Worst service experience in a very long time. First of all, the guy who did the bid was great, and the bid price was great, which is why I went with them. However, the scheduling was a nightmare. We had a scheduled July 3rd install. I knew it was a holiday weekend, so I asked twice if they were sure that they'd be doing installations that day. They called on the Friday before (June 30) and confirmed the install. On July 3rd, no one showed. I called around 10am, and the scheduler ... Max ... said that the truck had broke down (lie #1) and they weren't sure if they could get to us, but he'd try. He said they had tried to call me but my number didn't work (lie #2). By 1pm, I called back and he said he's still trying and he'll call me at 4pm and let me know if someone can make it (lie #3). At 4pm I called again, and Max said he could schedule me for the next day. July 4th. I said there is no way anybody will show up on July 4th, just like they didn't show up on July 3rd. Max swore up and down that they absolutely will show up on July 4th, he guaranteed it. (Big fat lie #5.) July 4th, no Max answering the phone, no one showed up. I finally got a hold of the actual installer (through the call service covering on the holiday) and he apologized saying that no one was working on July 4th and Max shouldn't have scheduled me. He also said they had a crew not show up on July 3rd (see Max's lie #1 where he said a truck had broke down) and they should have rescheduled me then to July 5th. July 5th, I had to reschedule a house showing and reschedule an open house because finally, on July 5th, they showed up to install. A call back to Max and 651 Carpets went equally unwell. Max refused to acknowledge he lied, blamed the installers for his lie, and then refused to allow me to speak to his manager. The installer also refused to connect me to a manager when I tried going through him. Turns out Max is the owner's son. So, if you are up for a big dose of incompetent nepotism, don't need to keep a schedule, and want to save a buck -- by all means, call 651 carpets. But if you have any desire for even a remote amount of accountability, communication or responsiveness surrounding your carpet install, find another company.

651 Carpets will not honor 2 of their 3 guarantees directly quoted from their website (Lowest Price & 110% satisfaction). This is the first time I have ever complained on social media or even gone this far with a company in my entire life. I am doing this so you don't make the same mistake I have by using their services. Their customer service and quality of work are absolutely terrible, embarrassing in fact. Don't believe me, see the pictures below. The install supervisor still to this day will tell you the pictures and quality below is up to their standard. I had him on-site and look me right in the face and tell me the gaps were acceptable. Just know, I had four rooms done, I had issues in all four rooms including a 5 inch utility knife rip. 1. Free furniture moving, FACT, not true, they will contractual ask you to clean out all rooms including drawers for dressers so you avoid a fine. They will let you leave the "big items". FYI, they put the dressers back in the wrong rooms for us. (#4 in the contract, pic attached) 2. Satisfaction Guaranteed, FACT, not true. They won't stand up to the quality of their pad, or install performance with me. In fact, David who was our sales person won't even call me back. Below, in fine print they state not all products qualify for the "Satisfaction Guaranteed" . When I asked David our sales contact he couldn't tell me on the phone. 3. Professional Installation, FACT, not true. My installer couldn't figure out how to install a simple transition piece. My contractor was at the house at the time and had to show him. When I spoke with the install supervisor (Justin) he suggested that I have my contractor there when the installers come back to explain how to make some of the other repairs. I thought this was comical. 4. Cheapest Carpet In Town, FACT, NA. Do you know why they offer the 110% money back guarantee, because the name of the carpet and brand isn't sold by anyone else in town. They will tell you to match the product number, I bet you cannot find the same product number for any carpet they offer in town. I tried with 3 different (Home Depot, Floor Ctr. EP,) places in town and none of them could match. To further, I brought my sample in to the same three places and had all them price the most similar product in town including their "Best 7/16th pad size" and when it was all done 651 was 3rd in price behind Home Depot and EP Flooring Center. To make matters worse, David negative sold Home Depot claiming their product was superior and installers were professional. Installers weren't for sure, I cannot speak to the superior product. 5. Their "Top of the Line Pad" is absolute garbage. It's 7/16th and they will tell you how great it is. What they won't tell you is, the reason they push this pad is due to the manufacturing not warranting any pad over 7/16th. So they prefer not to sell 8/16 or 9/16th pads so they won't be liable. Meanwhile HD will guarantee and warrant a 1/2 pad. Don't believe me? Pictures say it. I am all about giving the little local guy the business over box retailers. However, experience like this gives a bad name for all small business owners. Did you that know that Home Depot's warranty in writing is 100% Full Warranty $ Back Guarantee on: carpet, install, and 100% happiness, no questions asked wrote right in the contract.

Several months ago, we had carpet installed. The customer service is awful (installers did not show up at the right time or day, they didn't want to take our old carpet as had been promised)... we basically had to speak with the office multiple times before all was said and done. That being said, the carpet is good quality and it was a fair price. The latter is why we tried them again for granite a couple months ago. They installed scrap granite without telling us or allowing us to see the product prior to installation. Once we complained, we were ignored for approximately two weeks and a "manager" came out to see the . He agreed that the slabs installed were different and the reason for it was due to low inventory. He went on to suggest that we change our lighting so the difference would not be as noticeable. He continued to get aggressive toward my husband (still in our home), which left us no choice, but to make him leave without a resolution. We attempted to reach another manager, who was not reachable by phone, but simply sent a form email that basically said "too bad." He did not address anything that had happened, but simply stated that we got a good price. I urge anyone looking into this company to shop around... not only is the granite we received sub-par, we were treated horribly by this company.

I would never go back to them. The price was good. The installers were whiny and wanted more money. They didn't complete the job very well. It was a very, very poor installation. I didn't even bother to call them, to have them come back because I didn't want them back in my house. I was that unhappy with them.

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Awful! Took over 2 months to get this product which they had in stock delivered and installed. Dave the Operations manager was about as rude as they come. Refused to give me any kind of a itemized document explaining what they agreed to rip out and replace. Because of this my insurance claim was a ton less due to the company making promises they would not keep. Would never refer this company to anyone!

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<p>651-Carpets was AWESOME. </p> <p>I first started looking at Lowes/Home Depot. I literally wasted 2 weeks with Lowes. It took them 1 week to come out and measure (cost $50, where they measured 1600 sq. ft.) and then it took 1 week for samples to come to my house. The samples that were sent were 4 in by 4 in!! I couldn't tell anything from that. We were able to pick out what type of carpet we wanted, but still needed to decide on a color, but when the estimate came back it was $6800. HOLY COW. There was no way we could afford that. </p> <p>Then I saw an add or 651-Carpets in my mail -- they come to you with samples AND do a free measurement!! From the time I saw the add, to having them come/measure/picking out a carpet that I wanted, it was 48 hours!! </p> <p>The salesman was a VERY good salesman. He knew everything about the types of carpet and which would be a good carpet for the house. He didn't try and sell me the most expensive option, but he tried to sell me what HE would want for HIS house. After we decided on a carpet, he ordered it the next day and it arrived within 1 week. </p> <p>I scheduled the install for Thursday and the installation crew (Tony's crew) had a window of 8 - 10 to come. They called me at 8:01 and let me know they were on their way and would be there at 9. Two men showed up at 9 am and when I came back at 5:30, there were 4 men there. Tony's crew did the job in 1 day, having 6 men working at any given time in 1 day. They didn't finish until about 6:30 pm. The installation was great and the crew was so nice and professional. <br /> <br /></p> <p>The original estimate was a little more than 1350 sq ft,(look how much Lowes OVERESTIMATED) but they were short on carpet by 10 steps. So, the salesman ordered more carpet, and the installation crew came back within 4 days to finish the stairs. The stairs were beautiful!! Two men worked on the stairs for about 4 hours! </p> <p><br /></p> <p>ALL in ALL the carpet and installation was perfect. I LOVE 651- and would recommend them to anyone!</p> <br />

They were very accommodating in the beginning sales process, and then things went very downhill from there. I had to contact them several times about when they would be scheduling and how the process worked. Once they got the carpet in they called and we set up installation, where I asked about how the process worked and got nothing, so they came the next day to install and they installers were very rude and completely destroyed our wood floor and trim, which is only 2 years old.... it is very noticeable and something is going to have to be done to fix it. There are big scratches in our wood floor and huge gouges out of the trim! <br />

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We had a sales consultant come to our house in mid-July.  We chose our carpeting and pads and paid a deposit.  We were told we would be contacted within 5 business days to schedule our install.  After not hearing from anyone for 2 weeks, I called them and left a message.  I did not receive a call back, so I called back again and left another message.  When I got a call back, I was told that the carpet I ordered was on back-order and was not available yet.  I was surprised that they didn't call me to let me know. <br /> Several things went wrong on the day of installation.  During tear-out the front door was left propped open and we have a dog.  Thank God she's not a runner. When I asked the installers to make sure they didn't leave the door propped, they were unresponsive.  As they were getting ready to lay the carpet, I realized that they had put the wrong padding in each room (we had ordered different padding for each room, and they had gotten them switched).  I called it to their attention, and they were reluctant to do anything about it.  Finally, after calling the company, they agreed to either fix it or discount the price.  We were not home when they finished the job, and when we did get home we found a MESS.  There were carpet fibers and scraps all over the house.  There were large remnants of carpet and padding left on our patio.  It was a very disappointing end to a frustrating project. <br />

The only issue with the installation was the installers had issue finding the house. Once they found it they got right to work. Asked me questions about what I wanted. Asked me when they had to cut into the dry wall a little bit and didnt just do it like some places. Only took about about 3-4 hours and looks great with the under mount sink. The only thing I would like to see from 651carpets is that they hire 1 or 2 plumbers to be able to install the free sink you get with your counter top since the counter top installers dont install it. That would elevate the customer having to install it or call a plumber to install it. Otherwise they did a great job and continued to communicate to me and get it done very quickly, 4 days after I gave the deposit on a Saturday (Halloween). <br />

After solving for water infiltration into our basement we decided to install new carpet. We had four companies give us quotes on the carpet and installation, although not the lowest price we felt very comfortable with this vendor and quality of the product. We finalized all the paperwork on a Thursday and the estimator (JR) said they would have to call with an installation date as they did not have the color of carpet chosen in stock.. The called the following Wednesday wanted to schedule installation, the installers showed up at the agreed upon time and started to work I barely knew they were in the house. They were very professional did a fantastic job with install. <br />

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The carpet installers were punctual and installation was great. The vinyl installer showed up the first day to install vinyl in the laundry room and was surprised that he needed to move a washer and dryer, so rescheduled for 4 days later, when he could bring a second guy with him. The morning of the 2nd installation, I received a call stating that they couldn't come because a previous job ran over. Then rescheduled for 2 days later at noon. The day of the 3rd attempt he showed up 1 1/2 hours late and tried to convince us that was the time he said. He installed the vinyl in the laundry room, pulling the rubber trim off and leaving it loose. The areas around the furnace and water heater all have choppy edges which could have been resolved by caulk, but nothing was offered so it looks like a 2nd grader cut it. Although at least it wasn't the same as the water softener, which he chose to cut a large hole underneath rather than slide it, roll it out, move it...remember there were 2 men and I can even move it on my own. The laundry room was covered with muddy footprints from them and I even scrubbed it in front of him which he watched and informed me was "water soluble." Gee thanks. Upstairs, in our bathroom, there was missing caulk around the toilet. The vinyl guy was nice enough to replace the trim dividers that the carpet guy accidentally installed in gold instead of silver. Only problem is all 3 were installed and bent up due to this installation. We contacted 651 carpets and they sent someone out 2 days later (I believe it was a manager), who took pictures, made an adjustment on one of the trim pieces. He informed us the same installer would likely be back out to fix the problems, although no apologies were made for the inconvenience, bad installation or service. I was originally going to wait to review them to see if they made the changes, offered an explanation or even an apology, however, it has been 7 days since the manager came out and we have received no follow up contact. I have never been so disappointed in a company:-( <br />

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