Reviews

Long story short Was given the wrong product from the Regent location. We bought 1100 sq ft worth, took it home only to receive a call stating that they loaded the wrong flooring. We live outside the city and wasted about half a tank of gas. To compensate the owner offered us a $60 cleaning kit. What a slap in the face after purchasing flooring for our entire house. Will not be going back or recommending to anyone ever. Avoid this business at all costs.

Hello,

An honest mistake was made when the incorrect vinyl plank was loaded for the customer.

On the second pick up, as load was split into two due to the weight of the complete order, we loaded the incorrect boxes. The error was caught shortly after the customer left and we contacted them immediately to correct it.

That Saturday we apologized, rectified the error, and offered to have management contact the customer.

A cleaning kit ($89.99 retail value) was offered during the week as a gesture to make it right and compensate the customer for the honest error and extra fuel cost incurred. We are sorry the customer feels this gesture was inadequate and a "slap in the face". Given the review above and no further communication from the customer as to what would have been adequate compensation,,our offer of the cleaning kit still stands. They are welcome to contact us to arrange pick up or discuss further.

Regards,
End of the Roll

I went into Regent location on two occasions and was given a price for removal of existing carpet and underlay and installation of new carpet for a one room with no furniture. Installation guy that came to measure said this was an easy job and in fact it only took the installers just over an hour to complete. The day before the job was to be done I was charged an extra one hundred and fifty dollars for installation! Owner refused to speak to me and I had to go through with the job as I am putting my house up for sale and needed the carpet changed immediately. other companies were going to charge me the same amount that I was first told and I am very upset that end of the roll takes no responsibility *************************************************************** ********************

It is not our policy to give a firm installation price from our store location as every job is different and never the same, all jobs done by end of the roll need an onsite inspection. We do give a customer a general idea of what the cost could be based on the information provided by the customer. In this case removal and haul away was not provided to our salesman initially in store. I myself (Ryan - store manager / owner) was the person who was in the customers home and provided the free on site inspection. In home I ask a series of questions of what installation services they would like End of the Roll to provide. The customer was told her scope of work was not difficult and would not take long to complete. I did not provide any price on the spot but did say I would return the inspection sheet back to the store for the final estimate to be completed quickly. Our industry does not price jobs by the hour, but by yardage/square footage and by the types of additions the customer adds on. The services requested were what was estimated for; it was to remove existing carpet and dispose of these materials to the landfill. & Install new carpet in the office. When the customer called to make a complaint I was away from the office all day providing our other customers free estimates. I do our estimates every Tuesday and Thursdays and it takes all day most days. Our installers may have been in home for 1.5-2 hours but also had to go pick up the materials from our store to complete the job and also had to drive afterwards to a disposal site to dump the old materials. These installers spent approx. a 1/2 work day working to be able to complete the scope of work. The salesman addressed the concerns she raised over the phone once the final estimate was received - before installation started. The customer expressed she was still not happy with the price. He again explained the reason why it was $150.00 more, he also explained he was not given all the facts when the two of them spoke in the store. He did not force the sale and even offered all her money back to terminate the deal if she was not happy with the price. She decided to move forward with the scope of work knowing the final price; before the job was started.

In summary:
End of the Roll has provided a pleasant in store experience twice. She was happy enough to leave a deposit to hold materials, hold an installation date and book a free onsite inspection to determine materials/labour rates required.

I showed up on time for the onsite inspection.

We had a final estimate within a couple hours of the onsite inspection.

Our installers showed up on time and completed all work to the customers satisfaction

I feel our company and our staff did a fantastic job and acted professionally.

The customer was provided with an estimated price from the store that came within $150.00 of the actual in home inspected price. We may agree to disagree with how the estimated price came to be but she was given full opportunity to cancel the project with a full return of all money. The customer chose to move forward and agreed to the revised price that was determined by the in home inspection.