I have read Mr***'s complaint Our company properly filed the claim on behalf of Mr*** Once the forms are filed, the manufacturer takes over the claim We have made several calls to the manufacturer and they said that they are processing the claim Our last call to the manufacturer was on December 27th and I was informed by their answering service that the mill was closed from December 21st through January 3rd for the holidays I agree that the amount of time that Mr***'s claim is taking is a substantial amount of time, but it is within the time frame based on the rights of the manufacturer to process and review the claimWe have asked the manufacturer to rush the decision based on the amount of time it has been and they have informed me that the process is almost done I apologize that the process is taking longer than Mr [redacted] would like, but we have followed through on the claim with the manufacturer and we have no power over them in them taking the time that they need to finalize a decision It is my hope is that a decision will be sent to us shortly and it will be the outcome that Mr [redacted] is looking for
Dear Ms [redacted] This letter is in response to Complaint ID# [redacted] with regards to customer [redacted] Ms [redacted] ordered hardwood from our company in the amount of $ and the hardwood was installed in her home on July 14, Ms [redacted] had no complains with regards to this part of her order Ms [redacted] also ordered carpet from our company and we installed the carpet in her home on July 13, During the installation process, our installer found out that the carpet that was ordered for her steps was sent to us short by the manufacturer I personally double checked her order and it was both measured correctly by her salesperson, Scot and it was ordered correctly by our ordering department Although it is a rare occurrence, the carpet manufacturer’s do occasionally send out materials that are short Unfortunately, this is what happed to the carpet piece that was ordered for Ms [redacted] ’s steps We informed Ms [redacted] that we had to order additional carpet for her steps and that it would take approximately weeks to get the additional carpet inOn July 27th, Ms [redacted] called us to check on the status of her carpet We checked the status of her order and the carpet manufacturer informed us that they had to transfer Ms [redacted] ’s carpet from their warehouse in [redacted] and that it was going to take an additional days to get the carpet to us We immediately called Ms [redacted] and informed her that the carpet was going to take an additional days because they had to transfer it from their [redacted] warehouse Ms [redacted] was not happy and we apologized to her for the inconvenience, but unfortunately we do not make the carpet and we are at the mercy of the manufacturer as to the time that it takes for them to ship us the product, which is ultimately dependent on what warehouse that they have it stored at Despite telling Ms [redacted] when we expected the product to come in, she continued to call us daily to check on her carpet On August 10th, we informed Ms [redacted] that her carpet was on a local delivery truck and that we would have it any day and install it right away for her On August 11th, we received her carpet and we installed it on August 13th Ms [redacted] also signed our installation satisfaction form on August 13th which indicates that she was satisfied with her final installation We appreciate Ms [redacted] ’s business and we apologized to her for the delay that it took for her carpet to come in, but unfortunately as previously mentioned, we are at the mercy of the manufacturer as to when we receive the product We did our best to accommodate Ms [redacted] , but unfortunately, the fact that she wanted her carpet completed immediately and persistently called us to check on her carpet had no bearing on how quickly we would receive her carpet from the manufacturer We followed up with the manufacturer on a consistent basis and asked them to process her order as quickly as possible, but the transfer of the product from [redacted] delayed the process Our goal is always to make our customers happy and I hope even though Ms [redacted] had to wait a bit longer than she wanted for her project to be completed, that she is very happy with her final selections and installation Best Regards, Jason M [redacted] President & CEO, Steel City Flooring ###-###-#### [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint I am, however, willing to let this matter come to a close, but I want to have my comments noted for your records For your reference, details of the offer I reviewed appear below Dear Ms***: I am responding to the letter submitted by MrJason M***, President & CEO of Steel City Flooring (Complaint ID# [redacted] ) While Mr [redacted] ’s letter is very thorough, he has omitted some pertinent facts that led to my filing of the complaint When the wood flooring was completed, the installers did not glue down the transition pieces They were just lying on the floor and I had to call Steel City Flooring to have someone come back to the house to glue them down In addition, the doors to the closets in the front room and upstairs bedroom were never reinstalled after the carpet was installed And when someone did come back to install the doors, they made gouges in the framing of the wood with their screw driver I had to pay someone else to touch up the paint and fix the gouges Upon completion of the carpet installation (which was paid in full the day of the installation), the carpet on the last eight steps of my stairway could not be installed because, as I was told at the time, the salesman who measured the job missed measuring the closet on the second floor thereby causing the shortage on the stairs When I spoke to Steel City Flooring, I was told that when they order the carpet from the mill, they would confirm that the additional carpet would be from the same lot and dye order This told me that if the carpet was of the same lot and dye number, it should be made available I was assured that the carpet would be installed upon receipt of the carpet At no time, was I told that the carpet was coming from [redacted] Obviously, I was disappointed that the most obvious area of my home was missing carpet and that only the padding was installed The padding immediately began to crumble because of the heavy foot traffic Quite often when I called Steel City Flooring to get an update on the status of the delivery, very often (more often than not), I got an answering machine and never had my calls returned At one point, did get to speak to Scot and I was told on a Monday that the carpet was going to be installed the next Wednesday – which it never was When I called, usually twice a week, I sensed that my caller ID came up and my calls were being ignored Nor did I receive any return call from Scot, the salesman, when I left messages At one point, I was so frustrated that my phone calls were going to voicemail; I used the cell phone of a friend who was at my house immediately after placing several calls to Steel City Flooring That call was answered on the second ring I commented to Scot that I was perplexed that he answered that call so quickly when my other calls went to voice mail He informed me that he was just walking by the phone when it rang and he picked it up When I called another branch of the store trying to get in touch with Mr [redacted] , I was told he was in a meeting and I was asked what the matter was about I gave a brief synopsis of the problem I was having and said that I was thinking of issuing a complaint with the Revdex.com and the State Attorney General’s Office The person on the phone offered to give me the phone numbers of both offices and I responded that this type of customer dissatisfaction must be a routine event with their business After that, I issued a dispute to my credit card for the balance of the installation in the amount of $3, Ultimately, the carpet was installed on August 13, almost a month from the first installation When I saw the size of the piece of carpet (it was approximately 5’x8’), I thought that small piece could have been send [redacted] by the manufacturer at very little cost since it was available (same lot and dye number) at the mill That would have saved me several weeks of frustration and the cost involved would have been minimal (I recently purchased an 8’ x 8’ carpet from [redacted] and got free shipping via [redacted] – so how much could it have cost Steel City Flooring to have that piece sent?) The agreement that was set up between me and Steel City Flooring was that I would pay $3,for the carpet and hold back $to make sure the job was completed to my satisfaction When the carpet installers came to my house to install the carpet on the stairs and replace the padding, the installer kept getting calls from Kevin at Steel City Flooring asking me to give him my credit card number At one point, the installer was very frustrated and said he had to get this job done so he could move on to his next job When the job was completed, I immediately had to leave my home for an important appointment and called Kevin at Steel City Flooring and gave him my credit card number to charge the amount of $3,and told him I would call him back to give him authorization to charge the remaining $ once I had a chance to thoroughly inspect the job I left my home and was no more than minutes away when I got an automated text from my credit card company that two charges were placed on my credit card: one for $3,and one for $ I immediately called Kevin and told him he did not have my authority to put the charge for $through He argued that it was the agreement and I told him I did not have a chance to inspect the job and I advised that he only had permission to charge $3, In my opinion, I could have taken further action against Steel City Flooring for unauthorized use of my credit card The facts that I have stated above are true and factual and I am insulted at the treatment I received by Steel City Flooring both during the entire business transaction and the comments of Mr [redacted] in his response to my complaint They knew the carpet was short when it was installed on July 13, yet it was August before the rest of it was installed The tone that was used on the phone by everyone at the store (except the bookkeeper) was rude and insolent and poor customer service I am just relieved to have this transaction completed and question the goal of Steel City Flooring to make their customers happy Sincerely, [redacted] Nicholas Drive Beaver, PA 412-427- Regards, Paula Massey
Third StreetBeaver, PA 15009###-###-#######-###-#### fax RE: Revdex.com Complaint ID# [redacted] 10/31/ This letter is in response to Complaint ID# [redacted] with regards to customer [redacted] Ms [redacted] purchased carpeting and installation from our company on 9/3/Our company installation warranty is for one full calendar year from the date of installationWe have a documented phone call from Ms [redacted] on 7/9/in which she indicated that she wanted one of our installers to come out and fix one area where her carpet was lifting Given that her warranty had expired, we indicated that we could do so but there would be a charge for having an installer come out to fix her issue She indicated that she would not pay for having her carpet fixed At no time prior to her complaint did she have any issues and her carpet installation was professionally done The reason that we do not provide a carpet installation warranty beyond one full year is because if there is going to be an issue with installation, it typically happens right away In addition, after one year, there are many factors that could create an issue with carpeting such as; humidity, animal waste, excessive use and moving heaving objects on the carpeting like beds or furniture These are issues that are out of our control.With regards to Ms [redacted] ’s problem, we did offer to have an installer visit her home to fix her carpet issue, but she declined because she did not want to pay for the service If she later chose to have another company fix her carpeting and pay for it, that was certainly her decision to makeIn conclusion, Ms [redacted] did not contact us until after her warranty had expired and therefore we could not fix her issue free of charge Had Ms [redacted] called us during the time that her warranty was in force, we would have gladly helped her at no charge Our company goes above and beyond to make all of our customers happy, but there are warranty guidelines in place that every customer is made aware of when purchasing from our company As any other reputable company does with regards to warranties, we stand behind our products and installations with no exceptions, but the customer’s warranty must be active and not expiredBest Regards,Jason M***President & CEO Steel City Flooring ###-###-####
I've already filed one complaint with Steel City, Amazingly when I did I got a few phone calls However after those few phone calls everyone has gone silentI stopped into the store last Tuesday, spoke with one of the salesman who took my name and number and said he would have to speak to the person in charge to find out what was going on and said he would call me back first thing Wednesday MorningWell the morning passed and I never got a callcalled back the next afternoon only to find out that the store is closed for remodeling and won't be open until February 15thSays to leave a voicemail and would call back, NOTHING, email sent, NOTHING, facebook message sent NOTHINGSeptember was the day I went in to fill the warranty claim, it's February 7thGive me the manufacturer name of the carpet we bought and I will contact them myself if you guys are unwilling to do so or don't want tomonths for a carpet warranty claim is ridiculous, the fact you have no concern for customer satisfaction is unacceptable.At this point come get your carpet and give me a refund if you aren't willing to do anything else
09/25/ Dear Ms***: This letter is in response to Complaint ID# [redacted] with regards to customer Mr [redacted] Mr [redacted] ordered carpet from our company and it was installed December 11, The order total was $ Mr [redacted] stated in his complaint that he first called our company to complain about the wear of his carpet in November Our company logs all complaints in our computer system and we have no record of any such complaint The first logged complaint that we have on file was on July 14th, In addition, it is odd that Mr [redacted] would have called us in November and would have never called us again for over months Nevertheless, upon receipt of Mr [redacted] ’s complaint, we immediately filed a claim with the manufacturer of the carpet that Mr [redacted] purchased We explained to Mr [redacted] that he would hear from a representative from the manufacturer within the next weeks and that the representative has no affiliation with our companyIn the meantime, the manufacturer contacted our company and requested a professional cleaning receipt from Mr [redacted] that is required to maintain the manufacturer’s warranty Mr [redacted] informed us that he has never had his carpet professionally cleaned Carpet needs to be professionally cleaned every months or the warranty will be null and void We passed the information that Mr [redacted] gave us onto the manufacturer and they denied Mr [redacted] ’s claimThere are steps that all customer’s that purchase carpet must abide by to keep their manufacturer’s warranties in tact Attached, please see the Warranty Information Guide that we provide to all of our customers so that they are aware of their responsibilities as consumers to protect their warranties We have not ignored Mr [redacted] or his complaint in any mannerIn fact, we addressed it immediately Unfortunately, it is the responsibility of the consumer to properly care for and maintain their carpeting and that was not properly done in this case The warranty decisions are made solely by the manufacturer and although we can sympathize with Mr [redacted] ’s issue, the manufacturer turned down the warranty claim based on the actions of Mr [redacted] himself for not properly maintaining his carpet by having it professionally cleaned as instructed We as a company followed through with the manufacturer and did everything we were supposed to in addressing Mr [redacted] ’s concern We apologize that the outcome that he was hoping for was not the end result, but as previously mentioned, that result has nothing to do with our company and was a result of Mr [redacted] not following the warranty guidelines Please let me know if you need any additional information.Best Regards,Jason M***President & CEO,Steel City Flooring###-###-#### [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below The information stated that I said I would not pay for repair of the installation problem is false I stated that I would pay if I had to but that I had hoped that the installers would honor their work and fix the problem for free or a low cost since it was obviously the installer's fault I would have paid for correction of the installation if Pam from Steel City would have ever returned my numerous emails I had asked her on the phone and through email how much the repairs would be or would they be free and when could the installers do the job She dropped the ball Also, as I told Pam from Steel City, the problem had occurred sooner than I called her but since I suffer from a debilitating depression that causes me to sleep constantly and not deal with life, I called her as soon as I could I was unaware of the year warranty as that was not verbally stated when I purchased the carpeting I strongly believe that the reason the carpeting is lifting is because the installers did not move my bed so they could properly use their machine I was home when they installed the carpet and did not see them move my bed This should extend the warranty.As it turns out, I have not gotten my carpet fixed and would be open to a reasonable offer from Steel City Regards, [redacted]
I have read Mr***'s complaint Our company properly filed the claim on behalf of Mr*** Once the forms are filed, the manufacturer takes over the claim We have made several calls to the manufacturer and they said that they are processing the claim Our last call to the manufacturer was on December 27th and I was informed by their answering service that the mill was closed from December 21st through January 3rd for the holidays I agree that the amount of time that Mr***'s claim is taking is a substantial amount of time, but it is within the time frame based on the rights of the manufacturer to process and review the claimWe have asked the manufacturer to rush the decision based on the amount of time it has been and they have informed me that the process is almost done I apologize that the process is taking longer than Mr [redacted] would like, but we have followed through on the claim with the manufacturer and we have no power over them in them taking the time that they need to finalize a decision It is my hope is that a decision will be sent to us shortly and it will be the outcome that Mr [redacted] is looking for
Dear Ms [redacted] This letter is in response to Complaint ID# [redacted] with regards to customer [redacted] Ms [redacted] ordered hardwood from our company in the amount of $ and the hardwood was installed in her home on July 14, Ms [redacted] had no complains with regards to this part of her order Ms [redacted] also ordered carpet from our company and we installed the carpet in her home on July 13, During the installation process, our installer found out that the carpet that was ordered for her steps was sent to us short by the manufacturer I personally double checked her order and it was both measured correctly by her salesperson, Scot and it was ordered correctly by our ordering department Although it is a rare occurrence, the carpet manufacturer’s do occasionally send out materials that are short Unfortunately, this is what happed to the carpet piece that was ordered for Ms [redacted] ’s steps We informed Ms [redacted] that we had to order additional carpet for her steps and that it would take approximately weeks to get the additional carpet inOn July 27th, Ms [redacted] called us to check on the status of her carpet We checked the status of her order and the carpet manufacturer informed us that they had to transfer Ms [redacted] ’s carpet from their warehouse in [redacted] and that it was going to take an additional days to get the carpet to us We immediately called Ms [redacted] and informed her that the carpet was going to take an additional days because they had to transfer it from their [redacted] warehouse Ms [redacted] was not happy and we apologized to her for the inconvenience, but unfortunately we do not make the carpet and we are at the mercy of the manufacturer as to the time that it takes for them to ship us the product, which is ultimately dependent on what warehouse that they have it stored at Despite telling Ms [redacted] when we expected the product to come in, she continued to call us daily to check on her carpet On August 10th, we informed Ms [redacted] that her carpet was on a local delivery truck and that we would have it any day and install it right away for her On August 11th, we received her carpet and we installed it on August 13th Ms [redacted] also signed our installation satisfaction form on August 13th which indicates that she was satisfied with her final installation We appreciate Ms [redacted] ’s business and we apologized to her for the delay that it took for her carpet to come in, but unfortunately as previously mentioned, we are at the mercy of the manufacturer as to when we receive the product We did our best to accommodate Ms [redacted] , but unfortunately, the fact that she wanted her carpet completed immediately and persistently called us to check on her carpet had no bearing on how quickly we would receive her carpet from the manufacturer We followed up with the manufacturer on a consistent basis and asked them to process her order as quickly as possible, but the transfer of the product from [redacted] delayed the process Our goal is always to make our customers happy and I hope even though Ms [redacted] had to wait a bit longer than she wanted for her project to be completed, that she is very happy with her final selections and installation Best Regards, Jason M [redacted] President & CEO, Steel City Flooring ###-###-#### [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint I am, however, willing to let this matter come to a close, but I want to have my comments noted for your records For your reference, details of the offer I reviewed appear below Dear Ms***: I am responding to the letter submitted by MrJason M***, President & CEO of Steel City Flooring (Complaint ID# [redacted] ) While Mr [redacted] ’s letter is very thorough, he has omitted some pertinent facts that led to my filing of the complaint When the wood flooring was completed, the installers did not glue down the transition pieces They were just lying on the floor and I had to call Steel City Flooring to have someone come back to the house to glue them down In addition, the doors to the closets in the front room and upstairs bedroom were never reinstalled after the carpet was installed And when someone did come back to install the doors, they made gouges in the framing of the wood with their screw driver I had to pay someone else to touch up the paint and fix the gouges Upon completion of the carpet installation (which was paid in full the day of the installation), the carpet on the last eight steps of my stairway could not be installed because, as I was told at the time, the salesman who measured the job missed measuring the closet on the second floor thereby causing the shortage on the stairs When I spoke to Steel City Flooring, I was told that when they order the carpet from the mill, they would confirm that the additional carpet would be from the same lot and dye order This told me that if the carpet was of the same lot and dye number, it should be made available I was assured that the carpet would be installed upon receipt of the carpet At no time, was I told that the carpet was coming from [redacted] Obviously, I was disappointed that the most obvious area of my home was missing carpet and that only the padding was installed The padding immediately began to crumble because of the heavy foot traffic Quite often when I called Steel City Flooring to get an update on the status of the delivery, very often (more often than not), I got an answering machine and never had my calls returned At one point, did get to speak to Scot and I was told on a Monday that the carpet was going to be installed the next Wednesday – which it never was When I called, usually twice a week, I sensed that my caller ID came up and my calls were being ignored Nor did I receive any return call from Scot, the salesman, when I left messages At one point, I was so frustrated that my phone calls were going to voicemail; I used the cell phone of a friend who was at my house immediately after placing several calls to Steel City Flooring That call was answered on the second ring I commented to Scot that I was perplexed that he answered that call so quickly when my other calls went to voice mail He informed me that he was just walking by the phone when it rang and he picked it up When I called another branch of the store trying to get in touch with Mr [redacted] , I was told he was in a meeting and I was asked what the matter was about I gave a brief synopsis of the problem I was having and said that I was thinking of issuing a complaint with the Revdex.com and the State Attorney General’s Office The person on the phone offered to give me the phone numbers of both offices and I responded that this type of customer dissatisfaction must be a routine event with their business After that, I issued a dispute to my credit card for the balance of the installation in the amount of $3, Ultimately, the carpet was installed on August 13, almost a month from the first installation When I saw the size of the piece of carpet (it was approximately 5’x8’), I thought that small piece could have been send [redacted] by the manufacturer at very little cost since it was available (same lot and dye number) at the mill That would have saved me several weeks of frustration and the cost involved would have been minimal (I recently purchased an 8’ x 8’ carpet from [redacted] and got free shipping via [redacted] – so how much could it have cost Steel City Flooring to have that piece sent?) The agreement that was set up between me and Steel City Flooring was that I would pay $3,for the carpet and hold back $to make sure the job was completed to my satisfaction When the carpet installers came to my house to install the carpet on the stairs and replace the padding, the installer kept getting calls from Kevin at Steel City Flooring asking me to give him my credit card number At one point, the installer was very frustrated and said he had to get this job done so he could move on to his next job When the job was completed, I immediately had to leave my home for an important appointment and called Kevin at Steel City Flooring and gave him my credit card number to charge the amount of $3,and told him I would call him back to give him authorization to charge the remaining $ once I had a chance to thoroughly inspect the job I left my home and was no more than minutes away when I got an automated text from my credit card company that two charges were placed on my credit card: one for $3,and one for $ I immediately called Kevin and told him he did not have my authority to put the charge for $through He argued that it was the agreement and I told him I did not have a chance to inspect the job and I advised that he only had permission to charge $3, In my opinion, I could have taken further action against Steel City Flooring for unauthorized use of my credit card The facts that I have stated above are true and factual and I am insulted at the treatment I received by Steel City Flooring both during the entire business transaction and the comments of Mr [redacted] in his response to my complaint They knew the carpet was short when it was installed on July 13, yet it was August before the rest of it was installed The tone that was used on the phone by everyone at the store (except the bookkeeper) was rude and insolent and poor customer service I am just relieved to have this transaction completed and question the goal of Steel City Flooring to make their customers happy Sincerely, [redacted] Nicholas Drive Beaver, PA 412-427- Regards, Paula Massey
Third StreetBeaver, PA 15009###-###-#######-###-#### fax RE: Revdex.com Complaint ID# [redacted] 10/31/ This letter is in response to Complaint ID# [redacted] with regards to customer [redacted] Ms [redacted] purchased carpeting and installation from our company on 9/3/Our company installation warranty is for one full calendar year from the date of installationWe have a documented phone call from Ms [redacted] on 7/9/in which she indicated that she wanted one of our installers to come out and fix one area where her carpet was lifting Given that her warranty had expired, we indicated that we could do so but there would be a charge for having an installer come out to fix her issue She indicated that she would not pay for having her carpet fixed At no time prior to her complaint did she have any issues and her carpet installation was professionally done The reason that we do not provide a carpet installation warranty beyond one full year is because if there is going to be an issue with installation, it typically happens right away In addition, after one year, there are many factors that could create an issue with carpeting such as; humidity, animal waste, excessive use and moving heaving objects on the carpeting like beds or furniture These are issues that are out of our control.With regards to Ms [redacted] ’s problem, we did offer to have an installer visit her home to fix her carpet issue, but she declined because she did not want to pay for the service If she later chose to have another company fix her carpeting and pay for it, that was certainly her decision to makeIn conclusion, Ms [redacted] did not contact us until after her warranty had expired and therefore we could not fix her issue free of charge Had Ms [redacted] called us during the time that her warranty was in force, we would have gladly helped her at no charge Our company goes above and beyond to make all of our customers happy, but there are warranty guidelines in place that every customer is made aware of when purchasing from our company As any other reputable company does with regards to warranties, we stand behind our products and installations with no exceptions, but the customer’s warranty must be active and not expiredBest Regards,Jason M***President & CEO Steel City Flooring ###-###-####
I've already filed one complaint with Steel City, Amazingly when I did I got a few phone calls However after those few phone calls everyone has gone silentI stopped into the store last Tuesday, spoke with one of the salesman who took my name and number and said he would have to speak to the person in charge to find out what was going on and said he would call me back first thing Wednesday MorningWell the morning passed and I never got a callcalled back the next afternoon only to find out that the store is closed for remodeling and won't be open until February 15thSays to leave a voicemail and would call back, NOTHING, email sent, NOTHING, facebook message sent NOTHINGSeptember was the day I went in to fill the warranty claim, it's February 7thGive me the manufacturer name of the carpet we bought and I will contact them myself if you guys are unwilling to do so or don't want tomonths for a carpet warranty claim is ridiculous, the fact you have no concern for customer satisfaction is unacceptable.At this point come get your carpet and give me a refund if you aren't willing to do anything else
09/25/ Dear Ms***: This letter is in response to Complaint ID# [redacted] with regards to customer Mr [redacted] Mr [redacted] ordered carpet from our company and it was installed December 11, The order total was $ Mr [redacted] stated in his complaint that he first called our company to complain about the wear of his carpet in November Our company logs all complaints in our computer system and we have no record of any such complaint The first logged complaint that we have on file was on July 14th, In addition, it is odd that Mr [redacted] would have called us in November and would have never called us again for over months Nevertheless, upon receipt of Mr [redacted] ’s complaint, we immediately filed a claim with the manufacturer of the carpet that Mr [redacted] purchased We explained to Mr [redacted] that he would hear from a representative from the manufacturer within the next weeks and that the representative has no affiliation with our companyIn the meantime, the manufacturer contacted our company and requested a professional cleaning receipt from Mr [redacted] that is required to maintain the manufacturer’s warranty Mr [redacted] informed us that he has never had his carpet professionally cleaned Carpet needs to be professionally cleaned every months or the warranty will be null and void We passed the information that Mr [redacted] gave us onto the manufacturer and they denied Mr [redacted] ’s claimThere are steps that all customer’s that purchase carpet must abide by to keep their manufacturer’s warranties in tact Attached, please see the Warranty Information Guide that we provide to all of our customers so that they are aware of their responsibilities as consumers to protect their warranties We have not ignored Mr [redacted] or his complaint in any mannerIn fact, we addressed it immediately Unfortunately, it is the responsibility of the consumer to properly care for and maintain their carpeting and that was not properly done in this case The warranty decisions are made solely by the manufacturer and although we can sympathize with Mr [redacted] ’s issue, the manufacturer turned down the warranty claim based on the actions of Mr [redacted] himself for not properly maintaining his carpet by having it professionally cleaned as instructed We as a company followed through with the manufacturer and did everything we were supposed to in addressing Mr [redacted] ’s concern We apologize that the outcome that he was hoping for was not the end result, but as previously mentioned, that result has nothing to do with our company and was a result of Mr [redacted] not following the warranty guidelines Please let me know if you need any additional information.Best Regards,Jason M***President & CEO,Steel City Flooring###-###-#### [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below The information stated that I said I would not pay for repair of the installation problem is false I stated that I would pay if I had to but that I had hoped that the installers would honor their work and fix the problem for free or a low cost since it was obviously the installer's fault I would have paid for correction of the installation if Pam from Steel City would have ever returned my numerous emails I had asked her on the phone and through email how much the repairs would be or would they be free and when could the installers do the job She dropped the ball Also, as I told Pam from Steel City, the problem had occurred sooner than I called her but since I suffer from a debilitating depression that causes me to sleep constantly and not deal with life, I called her as soon as I could I was unaware of the year warranty as that was not verbally stated when I purchased the carpeting I strongly believe that the reason the carpeting is lifting is because the installers did not move my bed so they could properly use their machine I was home when they installed the carpet and did not see them move my bed This should extend the warranty.As it turns out, I have not gotten my carpet fixed and would be open to a reasonable offer from Steel City Regards, [redacted]