*EDITED TO ADD*** The owner of Act 1, Adam, reached out to me this morning. He was aware of the wet carpet situation but nothing else. He was extremely apologetic and gracious. He wanted to assure me that this is not only the norm for his company, but what occurred wasn’t acceptable to him as owner. He thanked me for my review and told me my honest feedback help him improve areas that need addressing. He also offered a discount due to the issues I had. My review was not about getting a discount, although that is definitely a bonus. It’s Adam’s quick response that restores my faith in the company and speaks volumes to his integrity as a business owner. If I find myself in need of carpet in the future, I may just try Act 1 again after all—because I have seen firsthand that the owner stands behind his product and his customer’s happiness. Well done, Adam, and I appreciate your time and apology. Original review:
Act 1 Flooring was highly recommended to me from a couple of individuals, so I was comfortable using this company when I needed carpet replaced in three bedrooms in my new home. I worked with John, the installation manager, in the selection and scheduling of my carpet. We scheduled for 12/26 at 9:00 am, which was perfect as I was moving in on 12/29. I took the day off at work and was ready and waiting at the house. At 10:00 am, I finally called as no one had arrived or reached out to me. I was informed that there was some error on their part and somehow the job wasn’t put on the schedule. I was stressed but polite as I understand things happen. I was told they could possibly install on Saturday but otherwise it would be the following Wednesday as the company was closed on 12/31 and 1/1. I explained that I was moving in on Saturday and it would be difficult to work around moving and carpet installation but we would make it work. Friday morning I received a call from John asking if he felt the vinyl flooring guys (I was having the living room and kitchen replaced with vinyl plank by another company) could work around each other. Both companies agreed. I could not be off work this date but had another adult at the house in case there was an issue. When I got off work, I came home to find carpet that was wet. Apparently it was delivered in the back of a pickup truck on a day where it was pouring. I called John and was told he would send out an extractor the next day—the day I was moving in. I agreed. The next morning, when I arrived back at the house, the carpet was still wet. At this point I messaged John and let him know I was concerned about the long-term damage like mold or mildew due to the carpet being wet so long. He finally stated he would replace it but it would have to be ordered. I moved in that day but nothing could be put in the bedrooms. I spent a week with everything I owned in the living room and family room. I have two young children, so you can imagine how much fun this was to handle. We had to sleep at a friends house as we didn’t have space to put up any beds. Needless to say, it was stressful and overwhelming. On Wednesday 1/2, John called and said install would be Friday after 10. I arranged for yet another day off and was at the house. At 1 pm, I heard nothing, so I finally called, feeling a bit like deja vu. I was told the carpet had not yet been delivered at the store. The lady that checked on this assured me it would be installed that day as the company was closed for the next week. But they could not give me a estimated time of arrival. The installers finally arrived at 3:45 pm—I could have worked if I’d known it would be that late! The first thing said by the lead installer when he walked in was, “well this is going to be a pain” due to the maze of things they had to walk through to get to the bedrooms. He also insulted the vinyl plank work done by the other company—saying Act 1 would have done it better. My only response to him was to say the house was completely empty the first two times install was supposed to happen. The company was closed by the time install was done. I never heard from anyone to see if I was happy and how everything went as they were closed the whole week. Monday morning 1/14 when the company reopened, I received a voicemail asking for me to come pay the balance of my account. I arrived at Act 1 that day at lunchtime to pay my balance. I explained to John that I was pleased with the final product but the stress I’d experienced through the whole process was extremely frustrating. I was polite and kind in all of my conversations with the staff. John apologized and also stated the installer was probably upset that day because he had to pay for the second set of carpet. I did comment that that wasn’t really my fault as the customer and it shouldn’t have been installed wet in the first place. He agreed and stated they wouldn’t have approved it to be installed if he’d known. However the final balance was due in full—although I feel they should have given some sort of discount on the install due to the numerous issues on their part. I have mixed feelings about Act 1 Flooring at this point. The final product is beautiful and I’m pleased with my carpet. But the whole installation process from start to finish was a nightmare. It added a huge amount of stress and work on my behalf in addition to missing more days work that should have been needed and living in upheaval and limbo for a week at an already crazy time of year. I’ve tried to be honest and fair in sharing my experience with this company. I was excited to use a local company as I always believe in supporting small businesses. However, I want people to be able to make an informed decision in the future about which company to use. I hope my experience may help someone else avoid the same issues. I truly hope this was the exception to their normal business practices rather than the norm.