Armstrong Flooring, Inc

*** ***,Per the emails sent to you on 10/16/and 10/23/from our Customer Advocate department, I show that we have already researched your complaint extensively with our Quality Managers and there is no sign of powder post beetles in your flooringThe holes that you are referring to have
stain in the top part of them which would be an impossibility if the holes were made from powder post beetlesAdditionally, as previously stated in the emails, we process our lumber in kilns at temperatures above degrees Fahrenheit, and for duration of time, that exceeds the minimum standards required to eliminate any insect activityThe U.SDepartment of Agriculture, Forest Product Service, has substantiated through extensive research that the kiln drying used in our manufacturing process kills all stages of insects, from eggs through larvae and adults.Armstrong Floor Products Customer Service*** *** ***Lancaster, PA ***

November 9, 2015Thank you for your recent letter about *** ***'s flooring issue.We've thoroughly reviewed the situationIn reviewing the claim for warranty consideration, we have determined that the issue *** *** is experiencing with her floor is not manufacturing related, and
is not the type of problem covered by our warrantyFinish loss of this type can be attributed to a variety of reasons, including but not limited to, improper maintenance or excessive moisture intrusion, heavy foot traffic or pet damage.We hope this information will help you in your investigation(A copy of this letter has been sent to *** ***) If you have any additional questions please feel free to call the number listed below.Sincerely,Armstrong Floor Products Customer Service

December 5, 2016Thank you for contacting us about this complaint.In reviewing the claim for warranty consideration, we have determined that the issue this customer is experiencing with their floor is not manufacturing related, and is not the type of problem covered by our warranty.No abnormalities
were found within the grain or finish of this productFinish loss of this type can be attributed to a variety of reasons, including but not limited to, improper maintenance or excessive moisture intrusion.We are sorry there was a problem with the flooringHowever, since the reported issue is not covered by our warranty, we will be unable to offer further assistanceA copy of this letter will be sent to the customer as well.Thank you for the opportunity to review these concerns and explain the outcome of our investigationIf you have any additional questions please feel free to call the number listed below.Sincerely,Armstrong Floor Products Customer Service

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. Thank you for such a quick response
Regards,
*** ***

Complaint: ***
I am rejecting this response because:I have not heard Armstrong about scheduling a visit from a representative/inspector to evaluate our flooring. Regards,*** ***

*** ***,You need to address these issues with the retailer that filed your claim for youWe will not be the ones to schedule when or what time they will be out to address your flooring issues.Thank you,Armstrong Floor Products Customer Service*** *** ***Lancaster, PA ***

Thank you for the responseThe only other recommendation is to use Once n’ Done at higher concentration if it is being dilutedIf grout was installed over the full face of the floor and not just limited to grout lines that could cause for harder clean upDepending how long grout haze has been on floor or how much haze there is, it may require more than one pass or cleaning with the recommended methodYou are more than welcome to reach out to flooring retailers or cleaning services in your area to clean the tile, but unfortunately, the only remedy for removing haze off of our Alterna tile is using the Once n’ Done cleaner with a ** white scrub pad, so we wouldn’t have any other recommendations such as a cleaning service for you to utilize

June 5, SUBJECT: Complaint ID *** Thank you for contacting us regarding this complaint. As stated, the customer has forwarded their letter to the office of the Illinois Attorney General’s Consumer Protection BureauThis complaint is now being handled by our legal department
Sincerely, Armstrong Floor Products Customer Service Armstrong Flooring, IncColumbia Avenue Lancaster, PA

------ Forwarded message ----------From: Revdex.com of Metro Washington DCDate: Wed, Mar 22, at 9:AMSubject: Fwd: Complaint ID ***To: *** *** ---------- Forwarded message ----------From: *** *** * *** ***
*** *** ***
Date: Wed, Mar 22, at 9:AMSubject: Complaint ID ***To: "[email protected]" *** *** ***Good morning, I responded back to your inquiry stating that the company has not yet responded to me, alas they responded to my this morningI am now in the process of trying to get this dispute resolved...hopefullyI will keep the Revdex.com abreast on how the resolution process is going.Thank you,*** *** *** ** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:
I was able to settle the issue with company
Regards,
*** ***

March 24, 2017Dear *** *** ***Thank you for your recent letter dated 2/28/concerning the Armstrong flooring.We have reviewed this letter and searched our records and have determined that a claim has not yet been filed on the consumers's behalfWe will be contacting *** *** directly to work through this issue and to determine the best course of action to get this complaint resolved.Thank you for the opportunity to review these concernsA copy of this letter will be sent to the customer as wellIf you have any additional questions please feel free to call the number listed below.Sincerely,Armstrong Floor Products Customer Service

April 3, 2017Thank you for contacting us about the following complaint.We worked with *** *** directly to resolve this complaint and it is considered closed.Thank you for the opportunity to review your concerns.If you have any additional questions please feel free to call the number listed
below.Sincerely,Armstrong Floor Products Customer Service

April 27, SUBJECT: *** * *** ID# *** Thank you for contacting us about this matterWe received and
reviewed the photos and samples that were sent in to us and ultimately determined that the issue with your flooring is not manufacturing relatedWe also contacted you to advise the outcome of our reviewScratches in vinyl flooring may be attributed to, but not limited to, foot traffic, heavy static loads, rolling large objects across the floor, or pets. We are sorry you had a problem with your flooringHowever, since the reported issue is not covered by our warranty, we will be unable to offer further assistanceThank you for the opportunity to review your concerns Sincerely, Armstrong Floor Products Customer Service Armstrong Flooring, Inc*** *** ***
Lancaster, PA ***

*** ***,Thank you for contacting us regarding your claim, however the majority of the issues you are complaining about are not covered under our warranty, which I have attached for youDenting, chipping, damage caused by negligence or abuse of hardwood floor, are not covered and could be found in
the section labelled What is Not Covered Under This Limited WarrantyThe stain issue that you are referring to, we have already addressed, the boards that were missing stain on the them should have been culled and not used during installationWe have already offered labor to stain the bevels of the boards and at this time cannot make any additional adjustments.Armstrong Floor Products Customer Service*** *** ***Lancaster, PA ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed asAlmost daily I am getting new holes in my flooringIf these eggs/beetles are apparently already dead from the kiln drying process then why are new holes appearing? Please send someone out to inspect the holes because there is not stain in them! Complaint: ***
I am rejecting this response because:
If your claim is correct and the beetles/eggs are already dead then please explain to me how new holes are continuing to appear in my flooring! Please send an inspector out to look at the flooring because these holes clearly do not have stain in them!Regards,
*** ***

June 19, 2017Dear *** ***:l have now reviewed Armstrong's file regarding *** ***’s hardwood floor.As you may be aware, an Armstrong representative conducted an onsite inspection of *** ***’sflooringThe results of that onsite inspection indicate that the problems she is experiencing withher floor are not related to manufacturing defects, but rather are attributable to installation errorand environmental conditions within the home.As a manufacturer and marketer of floor covering, Armstrong stands behind and warrants itsproducts against manufacturing defects according to the terms of our warrantyWheresomething has proven to be defective with a floor product we manufacture or sell, we will rectifythat situationA copy of the Armstrong warranty applicable to *** ***'s flooring is attached foryour reference.Nonetheless, in the interest of customer satisfaction, Armstrong is willing to go beyond the termsof our warranty and provide a material credit (no labor) for replacement ?ooring for *** ***.Armstrong ls agreeable to allowing *** *** to choose an alternate Armstrong flooring forreplacement, comparable to *** ***'s original flooring.This offer is made as a goodwill gesture to assist *** ***lf you have any questions orconcerns, please contact me at ###-###-####.Very truly yours,Connie F

April 27, SUBJECT: *** * *** ID# *** Thank you for contacting us about this matterWe received and
reviewed the photos and samples that were sent in to us and ultimately determined that the issue with your flooring is not manufacturing relatedWe also contacted you to advise the outcome of our reviewScratches in vinyl flooring may be attributed to, but not limited to, foot traffic, heavy static loads, rolling large objects across the floor, or pets. We are sorry you had a problem with your flooringHowever, since the reported issue is not covered by our warranty, we will be unable to offer further assistanceThank you for the opportunity to review your concerns Sincerely, Armstrong Floor Products Customer Service Armstrong Flooring, Inc*** *** ***
Lancaster, PA ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me with the understanding that the material credit to be provided by Armstrong will be for enough comparable material (square feet plus appropriate overage) for us to recover the surface originally installed with Armstrong flooringRegards, *** ***

Complaint: ***
I am rejecting this response because:I have not heard Armstrong about scheduling a visit from a representative/inspector to evaluate our flooring. Regards,*** ***