Initial Business Response /* (1000, 10, 2016/01/07) */
Thoroughbred Carpets installed Armstrong Luxury Vinyl Tile at the [redacted]'s home in December 2011. Thoroughbred Carpets installed the flooring to manufacturing specs. Six months after installation, [redacted]'s called with concerns of the grout...
discoloring. We sent the installer out to look at the issue. Upon inspection, our installer noticed "black gunk" between the grout lines coming from the garage door. We did at this time repair the grout of the entire floor (at our expense) even though this was a consumer related issue. Within six months, they called again stating hair-line cracks appearing in more than six spots. We sent the installer back out and upon inspection he did notice extremely small hair-line cracks. He let the [redacted]'s know that repairing the floor would not be a permanent fix. [redacted]'s stated they would like it repaired. The installer also let the [redacted]'s know that the cause of the cracks was due to expansion and contraction because of inconsistent temperatures in the home (hot/cold). Thoroughbred Carpets once again repaired the grout (at our expense). The [redacted]'s are not willing to accept our response to this matter and that indeed expansion and contraction has taken place and this is the only issue it could be. At this point in time, Thoroughbred Carpets feels that we have done all that we can do to keep the [redacted]'s a valued customer.
Initial Consumer Rebuttal /* (3000, 16, 2016/01/22) */
Per phone from consumer: "the original call for repair was within 4 months of the install of the tile. This call was for the hairline cracks that appeared shortly after installation. The guy who came out to fix the issue noticed the discoloration. This fix worked for maybe three months. I tried to call again for another repair and they came out a few months later. The repair guy at that repair said that this grout could be a bad batch and the repair wasn't going to be permanent. I was under the assumption that the grout guy would be re-grouting between the tiles. When I contacted them again about this issue in late 2014 I heard nothing. I kept contacting them through 2015 and no response until very late in 2015. This issue is consistent throughout and we had a HVAC person out who addressed any possible environment issue in regards to humidity or temperature changes that could have caused these issues. The HVAC guy said that because we have central air this is not an issue and it would have to be an issue with the grout."
Final Business Response /* (4000, 18, 2016/02/01) */
As stated previously, we fee the [redacted]'s are not willing to accept or response. We consider this matter closed.
Initial Business Response /* (1000, 10, 2016/01/07) */
Thoroughbred Carpets installed Armstrong Luxury Vinyl Tile at the [redacted]'s home in December 2011. Thoroughbred Carpets installed the flooring to manufacturing specs. Six months after installation, [redacted]'s called with concerns of the grout...
discoloring. We sent the installer out to look at the issue. Upon inspection, our installer noticed "black gunk" between the grout lines coming from the garage door. We did at this time repair the grout of the entire floor (at our expense) even though this was a consumer related issue. Within six months, they called again stating hair-line cracks appearing in more than six spots. We sent the installer back out and upon inspection he did notice extremely small hair-line cracks. He let the [redacted]'s know that repairing the floor would not be a permanent fix. [redacted]'s stated they would like it repaired. The installer also let the [redacted]'s know that the cause of the cracks was due to expansion and contraction because of inconsistent temperatures in the home (hot/cold). Thoroughbred Carpets once again repaired the grout (at our expense). The [redacted]'s are not willing to accept our response to this matter and that indeed expansion and contraction has taken place and this is the only issue it could be. At this point in time, Thoroughbred Carpets feels that we have done all that we can do to keep the [redacted]'s a valued customer.
Initial Consumer Rebuttal /* (3000, 16, 2016/01/22) */
Per phone from consumer: "the original call for repair was within 4 months of the install of the tile. This call was for the hairline cracks that appeared shortly after installation. The guy who came out to fix the issue noticed the discoloration. This fix worked for maybe three months. I tried to call again for another repair and they came out a few months later. The repair guy at that repair said that this grout could be a bad batch and the repair wasn't going to be permanent. I was under the assumption that the grout guy would be re-grouting between the tiles. When I contacted them again about this issue in late 2014 I heard nothing. I kept contacting them through 2015 and no response until very late in 2015. This issue is consistent throughout and we had a HVAC person out who addressed any possible environment issue in regards to humidity or temperature changes that could have caused these issues. The HVAC guy said that because we have central air this is not an issue and it would have to be an issue with the grout."
Final Business Response /* (4000, 18, 2016/02/01) */
As stated previously, we fee the [redacted]'s are not willing to accept or response. We consider this matter closed.