We met with AZ Customer Flooring and Design owner Jack Spell in late April regarding carpet. During conversations while Jack was at our home we learned he does paver installation; he saw the size of our outdoor project and he made mention an excessive amount of times of the deals and service he could give us. We told him we were too far along with a current contractor but if he wanted to tell us his bid or price range we would give it to our contractor in hopes they may subcontract to Jack.
Also, we were were working on several other home projects and Jack referred us to a granite fabricator.in the meantime Jack brought us carpet samples and we did installation in our TV room and Master bedroom, we paid him the balance when it was complete. Several days later we noticed questionable seams in the carpets and we called Jack on 5/4,5/6 and 5/9 to ask him about how it could be repaired. We didn't hear from Jack but when we talked to the granite person he referred, the granite person told us Jack was very upset and pissed he didn't get the paver job. As a side, the granite person didn't follow through either - we never received his quote even after he spent a while at our home measuring... So Jack's so-called 'outstanding granite referral source' was a waste.
Coincidentally we saw Jack on Sat May 23 in the lobby of Cactus Tile in Tempe. He clearly didn't want to talk to us - he was with a client (I'm assuming). I went up to him and told him I left him several messages and we need to talk about the carpet installation. He said he returned our calls to my husband's phone (this was a flat out lie), Jack said he would call us Monday.
We didn't hear from Jack so we called him Mon May 25 (or it may have been Tues May 26) and left him a message acknowledging that we get that he doesn't want to work with us, is upset he didn't the paver job and sorry to hear that, but have a carpet issue that has to be resolved and he should return our calls.
Jack called Thurs May 28 and said he could have Abraham, his installer, over right away to look at and the repair carpet seam. I said my schedule was full and early the following week would be okay. On Monday June 2, I left message with Jack regarding status because once again, I hadn't heard from him.
Jack sent a text to me later that afternnon, June 2, that Abraham would be at our house on 6/3 at 3:30p. On 6/3 at 2:45p Jack called to say he received a call from the carpet guy who couldn't make it and it would have to be Thurs 6/4 at the same time. We told Jack it would be okay, would rearrange schedule to be here. Needs to get done. Note: I took time from my business schedule to be at home for the appointments and more of my time was obviously of no interest or concern to them.
Abraham arrived at 3p and I showed him our dissatisfaction with a seam that was overly visible through the middle of our bedroom. Abraham explained when they did the installation in the bedroom the carpet was 2 short and they had to stretch it. Abraham said he told Jack he wanted to install the seam closer to the back wall / along the back wall near a headboard but Jack told him he wanted seam in the middle of the room in a different direction to accommodate a carpet strip from the other room. Abraham said if Jack had ordered a bit more carpet he would have installed the other way without a seam in the middle of the room.
I thanked Abraham for his help and called Jack at 3:25p on his cell requesting he call me back.
Since my message on June 3, as of today (June 13) we haven't heard from Jack. He and his company are not deserving of any supportive reviews or endorsements, he is a poor business person and does not now how to handle customer feedback when its something he doesn't want to hear. Jack clearly did not measure or order the correct amount of carpet and now we, the customer, are not getting what we paid for. We simply want to speak with Jack to discuss how the carpet in the bedroom can be re-installed so it will be done correctly, albeit there may be some out-of-pocket cost for Jack.
I feel like we are being abused and disrespected after we have spent our time, commitment to work with Jack and of course our hard earned money as a consumer. This report is to inform you of my experience in this market and is sent with my prayers that you do your homework and choose wisely. Frankly, you never know what someone will or won't deliver on. We went with our gut, which is generally right on. Jack was responsive initially but that fell by the wayside pretty quickly when there was a problem wouldn't want that to happen to someone else.
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