Addison James, Inc.

***, In response to your inquiry about *** *** and the issues with his carpet I did respond to the claim in much the way *** described. We pride ourselves in our customer service but this service doesn’t include maintenance of the floor covering. In my phone
conversation with *** he stated that I didn’t instruct him on the type of vacuum or maintenance procedures he should use to keep his carpet looking good. All I can say to that is we usually do go through a maintenance section in our presentation It includes discussing what to do when a spill is made on the carpet (Dawn detergent on a wet sponge and press on the carpet) I do not remember if he received in his particular selection enough information about care and maintenance. I can only tell you that I follow a regiment because the fiber that is used in the manufacture of his carpet makes maintenance so much easier than past fibers In requesting repair I again return to the fact that better maintenance on his part will solve the issue. I believe that his carpet is two years old, it’s time for him to clean the carpet, preferably via a water extraction method And lastly we don’t provide our customers with new vacuum cleaners, that is not figured in the cost of the jobs. Maintenance is not a precise issue. What he needs to do for others would be overkill. Depending on the number of people living in the home and how well they keep the areas clean changes the maintenance needs. It is obvious he needs to step up the maintenance needs to have the carpet perform as expected. *** *** Addison James, Inc

The homeowner's selection was completed on November 29, It is too old to remember what was said at this late date 'The homeowner says that I didn't say what vacuum he should use I say that in most instances I tell the homeowner to get a good vacuum The carpet that this homeowner chose is a high profile modified frieze, a style that gives good performance when maintained properly Due to the carpet having a high pile it should have a vacuum that is adjustable so that the head of the vacuum doesn't bury too deep into the pile Obviously the homeowner didn't understand what was said (if it was said) at the time of the selection We don't know.With the time frame involved I don't feel that it is fair or realistic for the homeowner to ask for a free vacuum and cleaning Given the time since the carpet was installed these issues are due addressing by him anyway He is the homeowner If I find a procedure is not working to maintain a section of my home I change the procedure I don't go looking for someone else to blame This is not a justifiable claim in my opinion, it is an issue that the homeowners can resolve on their own by changing the care and maintenance of their home

I am rejecting this response because:
When [redacted] came to our home he specifically stated that we had the wrong vacuum for our type of carpet. He knew what this issue was without even looking at the vacuum. When I called the manufacture they stated that our type of vacuum will actually damage the carpet. The distributor failed to inform us of this fact. Further more the only people walking on the carpet are my wife, myself and our one year old son. So there has not been a great deal of wear, also rooms that we rarely use also look warn. Per the manufacture, the distributor should have provided information on proper care. Again, this is something that did not occur. Per the distributors recommendations I should to not use my dyson vacuum and purchase another unit. So I am not only out of the use of my current vacuum but I have to purchase another one? if I would have know this when we purchased the carpet we would have never used it in the first place. I feel that this is negligent on the part of the distributor and hence why I am rejecting the response.      Thank You,[redacted]