I think its fair to say that work by service companies and subcontractors doesn't always go as planned. When that happens you get the opportunity to see just how much integrity your service company has. Most of the time, it is a disappointing and frustrating experience.
On our job, Kemper Carpet proved they are a company with integrity. When things go wrong, they will make it right. Kudos to, Craig, Tammy and Joe for their exemplary service and personal concern in recovering from our installation nightmare.
We were hoping to have new carpet installed before Christmas and were accommodated with a crew that was relatively new to Kemper Carpet. Suffice to say that every aspect of the installation was a nightmare. After frantic calls to Tammy and Joe (owner/sales), Craig (Kemper Quality Assurance) was dispatched to our home to assess the situation. He immediately took charge of the installation team and calmed our frazzled emotions. Everything was documented and communicated back to the main office. Kemper returned with a new crew after the holidays to repair and redo areas of concern. Tammy (owner) could not have done more to express their regret. She sent email of apology and even a beautiful bouquet of flowers. She also assured us that this experience is not typical because they usually only allow their best installers to do residential jobs. The installers were subsequently fired.
In real life, good work by subcontractors cannot always be assured. But good companies will guarantee a good outcome. Kemper got us a good outcome and did everything possible to make up for our inconvenience. Craig, Tammy, Joe and Buddy were all involved and personally invested in us as valued customers and my bet is, they are that way with all their customers. read more