Terrible customer service. I had to have new carpeting installed. The salesman never told me that I would need a special vacuum cleaner to vacuum the new carpeting. Besides that, the carpet installers arrived to install the new carpet, but they said they did not know they were installing carpeting in a townhouse. For some unknown reason, they thought that I should have moved the furniture, and cleaned the concrete slab which the salesman (Bob) told me they would do. They wanted to place my good leather furniture outside, but had no plan on how to keep it from getting debris, or anything else off it. Thunderstorms were predicted for that day.
I called Potomac Tile and carpet, and the salesman was talking to me and the owner at the same time which was annoying. I asked the installers to put the furniture in the garage, but they said it would not fit through the doors...funny because that is how it was delivered. They had to reschedule.
When the carpet installers arrived, once again they complained about moving the furniture, cleaning the slab, and reseting the furniture. I said, " I was told they were responsible to do this, and if they had a problem to take it up with Potomac Tile and Carpet." I wanted to know what their plan was for moving the furniture (because it was good furniture) and installing the carpet. The installer, I believe his name was Alfredo, told me I was difficult to work with. He asked if I had a husband and children. I replied yes, and he said "OMG, I feel sorry for them." Then he asked how much I spent on my furniture, and proceeded to tell me that he worked on more expensive places than my home. He complained how he had to pay some other lady $150 for a $50 chair that she bought at Walmart. When they finished, I signed the paperwork, because I just wanted them out of my home.
If that was not enough, after the carpet was installed a week later I tried to vacuum the carpet. My vacuums did not work on the carpeting. I called the store and talked with Wayne. He said Bob was on vacation and I should leave a message for him to get back to me the following week. I said I did not want to wait that long. Wayne told me there were several vacuums that would work, and there was a list. I asked if he could email me the list and he said "cut a piece of the carpet and take it to Oreck and they could help me better." Seriously, does he know how hard it is to cut carpeting without the proper tools. Shouldn't they know about the product they sell?? They did send a combined sorry and thank you card after I complained about the installers, but said the installers worked for them for 10 years. That compensation did not match the continued aggravation I experienced with Potomac Tile and Carpet.
I called Mohawk directly and asked for their help on vacuum cleaners. Mohawk was very helpful and emailed me a list of vacuum cleaners that I could use, and a carpet care pamphlet. I explained to them the poor customer service that I received from Potomac Tile and Carpet regarding their knowledge about the product and that is why I was reaching out to them. Needless-to-say, I will never do business with Potomac Tile and Carpet in Frederick, MD again. read more