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October 2024 by Barb Wheeler
Will never recommend Kevin’s. Customer Service is non-existent.... once you pay for your order, you are at their mercy! When placing my order for a stair runner, full payment was required. Installation was scheduled for August 6th, which was three weeks after my order was placed. The day before the install I received a call that the rug didn’t “make the truck” so install would have to be re-scheduled. For a second time I had to cancel work and personal appointments to arrange time for a re-scheduled date which was then also cancelled for the same reason. I went through this “canceling/re-scheduling” two additional times (at this point a total of 4 times to cancel appointments, which I complained about each time, only to be told the same thing, no apologies for my inconvenience just “it didn’t make the truck”). Finally installers arrived on August 20th. The guy doing the binding began setting up his machine with a binding color different than what I requested when ordering and didn’t even ask me if that was OK. Luckily I noticed this before he started adding a light gray color to my navy/cream carpet. He planned to use that since he did not have navy as I requested, I said NO, so once again, install had to be re-scheduled. I called again to complain only to be told they couldn’t do anything to compensate me until the job was finished. Finally on August 27th, the rug arrived with navy binding and the installer began. He wanted to remove the wood decorative trim below the tread. I said NO, carpet was there before and can go back over allowing the decorative woodwork to show. He said he’d have to use large tacks that would “probably show”. The original carpet didn’t have large tacks that showed and when I challenged him on this, all of a sudden he said he would do his best just using more of the smaller tacks. He eventually ran the runner to the top edge of the second floor flooring, creating a tripping hazard at the top of the steps. I asked him to remove it and to stop the runner under the second floor tread overhang as it should have been run. When removing to change this, he kicked woodwork in several spots that painting had to be done to correct the area. Once finished, I had 9 additional feet of runner left over and carpet for two large sections (both approximately 3 feet X 5 feet)……so way more carpet was ordered than what was necessary to complete the job. I called again to voice my complaints with the order/job only to be told by Diana, an owner (and who I had talked with each time) that she would have to discuss it with Kevin. She said she would get back with me. I received no response and after two weeks began calling. My call went directly to their voice message system so I left a message requesting a call back concerning this. After an additional two weeks, I still received no response so called again. Once again my call went directly to a message system, which I again left a message and after another week have still received no response. Yes, my runner is installed but considering everything it took to get it done, I deserved some type of compensation. So buyers beware, the worst customer service I have ever received from a business.!!
UPDATE: I received a call from Diana within a few hours of posting my review. A check was received for the inconveniences experienced during this installation.
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October 2024 by Alex Coyne
Had a great experience with sales manager Chad Holleran! He had an awesome design for a tile back splash for our business HQ. Definitely the only place I’d do this type of project with!
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August 2024 by Pamela Huff
Just a brief response to the reply below. I came to your store to pick out this flooring. I met your sales person and listened to her story of getting engaged the night before. She has a yellow stone in her engagement ring. I met her at my parents house when she came with samples. I was running late and she even waited for me. So, if she says she never met me, that’s ok. And fyi, I was present for some of the phone conversations so I know the tone and attitudes that were used. But I wrote this honest review after reading others on different sites. And then, when a friend told me she knew exactly what we’d been through. He daughters home was damaged from your installers and the furniture. Nothing was ever done. I do believe her. So, I just felt people needed to speak up for themselves. We all know how that played out. But thank you for giving me another opportunity to explain the truth. Sincerely.
My family was badly fooled by the sweet little fast talking positively personable salesperson by the name of Rebecca. DONT FALL FOR IT LIKE WE DID. HERE’S WHY…
* sweet Rebecca leaves your house and if you talked to her again, she’s not so sweet. Snippy and uncaring about your issues..and more than likely you’ll certainly have issues Here some thing’s to consider why you should move on to another flooring store.
“Items may not make it on the truck today, tomorrow, in a couple days, or another week, two weeks… either way owner Diana doesn’t have any empathy for YOU…the CUSTOMER.
“ $4000.00 paid in full the day Sweet Rebecca took the payment and left….it left no incentive for them to care from that point. Why? Because they were already paid.
“ They tell you things they want you to hear and believe….keep asking questions they’ll finally admit the REAL reason for delays
“CUSTOMER SERVICE is nonexistent by the end Respect gone as well. Ex. The owner Diane, walked into the living room and there sat my two 92 yr old parents. She talked to my sister and she walked right by those two elderly people and never even acknowledged they were there. Who does that?? She arrived half hour earlier than she said to inspect the bathroom before installation and she walked by them like they were nothing. I’m sorry, these people need some training on how to treat their customers who have already paid and deserve common courtesy if nothing else. Ex they send a plumber to your door at 8am but never tell you they’re coming. They leave your home and don’t give you one extra tile in case something happened and you would need to replace one. You’re told there was the perfect amount ordered to do your floor. Not one extra piece. What if they messed one up on install?? Oh no! What would they do? And they think you’re dumb enough to believe all their tales.
Beware… if things SEEM or SOUND TOO GOOD TO BE TRUE, that’s BECAUSE THEY ALMOST ALWAYS ARE EXACTLY THAT!!!!
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May 2024 by Jim Roberts
We recently purchased carpet for 3 bedrooms and Laminate flooring for the remainder of our house. Rebecca and Chad were very knowledgeable and a pleasure to work with. On floor installation day, a supervisor stopped by to do a quality check, which was very impressive. The carpet crew and flooring gentleman did great work. They were very careful with our freshly painted walls and trim!
I highly recommend you allow Kevin's Carpets to make your home look amazing! Thank you all for a job well done!!
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April 2024 by Jim Clifton
We had Kevin's Carpets install hardwood flooring in our living room. Rebecca was our sales consultant and did a wonderful job. She went the extra mile to make sure we had the flooring we wanted. Dan was the installer and did a fantastic job. He spent extra time contouring some of the hardwood that went around the stone hearth. The floor looks great. There were some glitches in communications, but those were taken care of. All in all, a great experience. I would highly recommend Kevin's Carpets for any hardwood flooring installation.
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January 2024 by Katie Thompson
Once we settled on a floor that was actually available, they did a great job with installation. However, they missed a transition piece and despite many, many calls, they never came back to finish the job. I guess that’s what you’re up against when you pay upfront (which they require).
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November 2023 by Bill
They only care about money .if something goes wrong it's the installers fault .I used to install for them .There is a lot of mistakes that happen on orders too I was told to get rid of extra flooring and don't let the customer see it throw it away .
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November 2023 by Evan Wehrle
We had a great experience from start to finish! Chad was great to work with and the installers were fast, friendly, and did a great job. I would highly recommend them!
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November 2023 by Ann N
I hired Kevin's Carpets to install LVP over my somewhat uneven concrete floor of my walkout basement. The price was a little better than another estimate and I liked the LVP selection better. Installation was done the week they said it would be done. They swept well before and after installation. The new flooring looks fantastic! The wood trim was done well and the area at exterior door was trimmed well.
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October 2023 by Kevin Nelson
Friendly and professional- completed 2 projects for us and did a fantastic job-
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October 2023 by Becky Stephens
Kevin’s Carpet does great work! A pleasant and professional experience every time we have utilized their services.
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September 2023 by Barb Gillispie
I wanted to replace vinyl & carpet with wood laminate. Kevin's had the perfect thing to match the rest of my house. They were wonderful to work with. Our installer, Bo, was simply the best. Our floors were very squeaky throughout the house and he got rid of the squeaks! Very honest, professional, and meticulous with his work! I will absolutely use Kevin's again for any flooring needs.
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August 2023 by Stephanie S
Kevin's Carpets installed laminate flooring in our house in the spring of 2022. The flooring was not laid properly and had to be re-done, as well as the paint due to the mess made on our walls. The flooring was laid again in June 2022, with the painting completed in July. The flooring had a large \
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July 2023 by mark sturgill
We needed laminate flooring and carpet for a whole house. My wife wanted to take a chance on a new provider, Kevin's, based on an advertisement. We went in and met with Chad, who showed us several options. We found what we wanted and they came and measured and gave us a quote we liked, so we signed up. Both the flooring and the carpet look great, and the installation teams for both were timely, neat, and professional.
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April 2023 by Jonathan Paschal
They worked with us to pick out a carpet. Although the carpet was delayed, it was nothing due to Kevin's, when it came in, the carpet was installed very quickly. The installers did a great job.
