[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: [redacted] I am rejecting this response because:We use a commercial cleaner to clean our house and they have been unable to clean the haze off of the tile I have also used the Once N' Done product over times, including a sample area at higher strength, and the haze will not come off.I believe this is a manufacturer's defect and if you cannot direct me to someone able to clean this tile then it needs to be replaced Regards, [redacted]
Thank you for contacting us regarding the status of your claimThis claim is currently still in process at Armstrong Flooring and unfortunately we do not control the shipping or time frame of your material from [redacted] We apologize for any inconvenience and should you have any questions regarding your shipment we encourage you to work with [redacted] If you have any questions regarding your claim status you may call 1- [redacted] and choose the prompt for Residential Warranty services
[redacted] ,As previously mentioned, scratching is not covered under our warranty and our original offer of carton of material to help remedy your dissatisfaction is all that we will be offering.Thank you,Armstrong Floor Products Customer Service [redacted] Lancaster, PA ***
January 30, 2017Thank you for contacting us regarding this matter.We are currently reviewing the submitted claim and will return all findings to the retailer once completed.Thank you for the opportunity to review your concernsIf you have any additional questions please feel free to call the number listed below.Sincerely,Armstrong Floor Products Customer Service
Dear [redacted] ,Thank you for contacting us regarding your claimWe received the most recent claim that you referenced, [redacted] , on 5/9/and we advised on 5/25/17, days after receiving the complaint, that we would be offering carton and repair labor as an accommodation to you since the issues that you are experiencing are site related and not manufacturingScratches from board to board as well as the topical damage that you are seeing is not covered under our warranty which I have attached for youAfter your dissatisfaction with our original offer, we advised to have samples sent in so we could test the finish, we reached out for those samples on more than one occasion and have not received them to dateWe sent out our local Technical Services Manager for a site inspection per your request, which resulted in a denial as well as the issues are site related, I have attached this report for you as wellWe are sorry that you are experiencing issues with your flooring, however since they are not manufacturing related we will be standing by our offer of carton of material and repair labor.Armstrong Floor Products Customer Service [redacted] Lancaster, PA ***
February 10, 2016Dear [redacted] ,Thank you for your recent letter dated February 3, concerning this customers hardwood floor.We’ve thoroughly reviewed the situationOur records indicate that the customer called us concerning his/her floor on January 26, Per our procedures, we advised them to return to their retailer with proof of purchase and the retailer would have to file a claim on their behalfThe retailer has yet to contact us to file the claim.We appreciate your interest in consumer problemsWe hope this information will help youA copy of this letter has been sent to [redacted] so she is aware of our correspondence.Sincerely.Claims Representative Armstrong Floor Products
[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: [redacted] I am rejecting this response because:Based on their last response, it appears the folks at Armstrong do not understand my issue My issue is not that the floor scratches, of course I understand it will As I have explained to both Azjalari R [redacted] (Claims Representative) and Jeremy (Technical Representative), the issue is with the performance of the finish once it is scratched The scratch to the finish results in a white "scar" (as confirmed and reported by Jeremy in his report) which is unacceptable and the basis of my dissatisfaction Please, you do not need to repeat yourself a third time, I understand this is not covered by your warranty and I understand your offer of a box of wood Please understand my issue, my dissatisfaction and my request for a resolution that solves my problem, not yours Regards, [redacted] ***
[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 Administratively Resolved] Complaint: [redacted] I am rejecting this response because: Regards, [redacted] the exterminator is a well known license company and came in and did a complete examination of the effected ares and take the moister, and was convinced that this problem is the result of the product Best Home @ property services INC [redacted] North Myrtle Beach SC (###-###-####) License #***----- Forwarded message ----------From: Revdex.com of Metro Washington DC< [redacted] >Date: Thu, May 5, at 8:AMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint # [redacted] .To: [redacted] ---------- Forwarded message ----------From: htc < [redacted] >Date: Wed, May 4, at 11:PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint # [redacted] .To: Revdex.com < [redacted] >I also did some research and found some other complaint with this product
[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 [redacted] , and find that this resolution is satisfactory to me Thank you for such a quick response Regards, [redacted]
***,We will be setting this up for an inspection as an accommodation to you. Thank you,Armstrong Floor Products Customer Service [redacted] Lancaster, PA ***
------ Forwarded message ----------From: Revdex.com of Metro Washington DCDate: Wed, Mar 22, at 9:AMSubject: Fwd: Complaint ID [redacted] To: [redacted] < [redacted] @myRevdex.com.org>---------- Forwarded message ----------From: [redacted] [redacted] [redacted] Date: Wed, Mar 22, at 9:AMSubject: Complaint ID [redacted] To: "[email protected]" [redacted] 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, [redacted]
[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 [redacted] , 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 flooring. Regards, [redacted] ***
[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: [redacted] I am rejecting this response because:We use a commercial cleaner to clean our house and they have been unable to clean the haze off of the tile. I have also used the Once N' Done product over times, including a sample area at higher strength, and the haze will not come off.I believe this is a manufacturer's defect and if you cannot direct me to someone able to clean this tile then it needs to be replaced Regards, [redacted]
April 3, 2017Thank you for contacting us about the following complaint.We have determined that the issue you are experiencing with your 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 product Finish 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 you had a problem with your flooringThank you for the opportunity to review your concerns and explain the outcome of our investigation.Sincerely,Armstrong Floor Products Customer Service
Thank you for contacting us about this matter.The 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 powderpost beetles, from eggs through larvae and adultsThe USDA's recommendation is for sterilization at 130-degreesArmstrong Flooring maintains higher temperatures in our kilns.Upon receiving the complaint, the documents provided by the customer were sent to our Senior Research Scientist who advised that there is no evidence to support the customer's claim.The supporting documentation from the exterminator was unacceptable as it was not on company letterhead & appears to be handwritten by the customer (see attached)We advised the customer to send over appropriate supporting documents from the exterminator on company letterhead so we can look into this matter further and no response was received.Thank you for the opportunity to review these concerns and explain the outcome of our investigationA 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 Armstrong Flooring, Inc
Thank you for contacting us about the following complaint.After receiving additional information from the customer regarding this case we decided to send out an inspector on 12/19/to look at the flooringWe are still waiting for the inspection report and will update you with the information as soon as it is available.Sincerely,Armstrong Floor Products Customer Service Armstrong Flooring, Inc
[redacted] ,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 [redacted] Lancaster, PA ***
Thank you for contacting us about this complaint.In reviewing this customer's claim for warranty consideration, we have determined that the checking and Splitting issue they are experiencing with the floor is not manufacturing related, and is not covered by our warranty.Armstrong wood products are subject to numerous quality checks, including those for checks or splitsThese quality procedures assure that the product meets not only the industry standards, but also our own internal specificationsWhen individual boards do not meet these rigorous standards, they are excluded from packagingFlooring issues of checks or splitS that occurred after manufacturing indicate installation and/or site related causes.Since the reported issue is not covered we are unable to make an adjustment under our warrantyHowever, we will be contacting this customer to come to a reasonable resolution.Thank you for the opportunity to address this complaint and explain the outcome of our investigation.Sincerely,Armstrong Floor Products Customer Service
[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: [redacted] I am rejecting this response because:We use a commercial cleaner to clean our house and they have been unable to clean the haze off of the tile I have also used the Once N' Done product over times, including a sample area at higher strength, and the haze will not come off.I believe this is a manufacturer's defect and if you cannot direct me to someone able to clean this tile then it needs to be replaced Regards, [redacted]
Thank you for contacting us regarding the status of your claimThis claim is currently still in process at Armstrong Flooring and unfortunately we do not control the shipping or time frame of your material from [redacted] We apologize for any inconvenience and should you have any questions regarding your shipment we encourage you to work with [redacted] If you have any questions regarding your claim status you may call 1- [redacted] and choose the prompt for Residential Warranty services
[redacted] ,As previously mentioned, scratching is not covered under our warranty and our original offer of carton of material to help remedy your dissatisfaction is all that we will be offering.Thank you,Armstrong Floor Products Customer Service [redacted] Lancaster, PA ***
January 30, 2017Thank you for contacting us regarding this matter.We are currently reviewing the submitted claim and will return all findings to the retailer once completed.Thank you for the opportunity to review your concernsIf you have any additional questions please feel free to call the number listed below.Sincerely,Armstrong Floor Products Customer Service
Dear [redacted] ,Thank you for contacting us regarding your claimWe received the most recent claim that you referenced, [redacted] , on 5/9/and we advised on 5/25/17, days after receiving the complaint, that we would be offering carton and repair labor as an accommodation to you since the issues that you are experiencing are site related and not manufacturingScratches from board to board as well as the topical damage that you are seeing is not covered under our warranty which I have attached for youAfter your dissatisfaction with our original offer, we advised to have samples sent in so we could test the finish, we reached out for those samples on more than one occasion and have not received them to dateWe sent out our local Technical Services Manager for a site inspection per your request, which resulted in a denial as well as the issues are site related, I have attached this report for you as wellWe are sorry that you are experiencing issues with your flooring, however since they are not manufacturing related we will be standing by our offer of carton of material and repair labor.Armstrong Floor Products Customer Service [redacted] Lancaster, PA ***
February 10, 2016Dear [redacted] ,Thank you for your recent letter dated February 3, concerning this customers hardwood floor.We’ve thoroughly reviewed the situationOur records indicate that the customer called us concerning his/her floor on January 26, Per our procedures, we advised them to return to their retailer with proof of purchase and the retailer would have to file a claim on their behalfThe retailer has yet to contact us to file the claim.We appreciate your interest in consumer problemsWe hope this information will help youA copy of this letter has been sent to [redacted] so she is aware of our correspondence.Sincerely.Claims Representative Armstrong Floor Products
[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: [redacted] I am rejecting this response because:Based on their last response, it appears the folks at Armstrong do not understand my issue My issue is not that the floor scratches, of course I understand it will As I have explained to both Azjalari R [redacted] (Claims Representative) and Jeremy (Technical Representative), the issue is with the performance of the finish once it is scratched The scratch to the finish results in a white "scar" (as confirmed and reported by Jeremy in his report) which is unacceptable and the basis of my dissatisfaction Please, you do not need to repeat yourself a third time, I understand this is not covered by your warranty and I understand your offer of a box of wood Please understand my issue, my dissatisfaction and my request for a resolution that solves my problem, not yours Regards, [redacted] ***
[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 Administratively Resolved] Complaint: [redacted] I am rejecting this response because: Regards, [redacted] the exterminator is a well known license company and came in and did a complete examination of the effected ares and take the moister, and was convinced that this problem is the result of the product Best Home @ property services INC [redacted] North Myrtle Beach SC (###-###-####) License #***----- Forwarded message ----------From: Revdex.com of Metro Washington DC< [redacted] >Date: Thu, May 5, at 8:AMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint # [redacted] .To: [redacted] ---------- Forwarded message ----------From: htc < [redacted] >Date: Wed, May 4, at 11:PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint # [redacted] .To: Revdex.com < [redacted] >I also did some research and found some other complaint with this product
[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 [redacted] , and find that this resolution is satisfactory to me Thank you for such a quick response Regards, [redacted]
***,We will be setting this up for an inspection as an accommodation to you. Thank you,Armstrong Floor Products Customer Service [redacted] Lancaster, PA ***
------ Forwarded message ----------From: Revdex.com of Metro Washington DCDate: Wed, Mar 22, at 9:AMSubject: Fwd: Complaint ID [redacted] To: [redacted] < [redacted] @myRevdex.com.org>---------- Forwarded message ----------From: [redacted] [redacted] [redacted] Date: Wed, Mar 22, at 9:AMSubject: Complaint ID [redacted] To: "[email protected]" [redacted] 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, [redacted]
[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 [redacted] , 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 flooring. Regards, [redacted] ***
[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: [redacted] I am rejecting this response because:We use a commercial cleaner to clean our house and they have been unable to clean the haze off of the tile. I have also used the Once N' Done product over times, including a sample area at higher strength, and the haze will not come off.I believe this is a manufacturer's defect and if you cannot direct me to someone able to clean this tile then it needs to be replaced Regards, [redacted]
April 3, 2017Thank you for contacting us about the following complaint.We have determined that the issue you are experiencing with your 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 product Finish 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 you had a problem with your flooringThank you for the opportunity to review your concerns and explain the outcome of our investigation.Sincerely,Armstrong Floor Products Customer Service
Thank you for contacting us about this matter.The 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 powderpost beetles, from eggs through larvae and adultsThe USDA's recommendation is for sterilization at 130-degreesArmstrong Flooring maintains higher temperatures in our kilns.Upon receiving the complaint, the documents provided by the customer were sent to our Senior Research Scientist who advised that there is no evidence to support the customer's claim.The supporting documentation from the exterminator was unacceptable as it was not on company letterhead & appears to be handwritten by the customer (see attached)We advised the customer to send over appropriate supporting documents from the exterminator on company letterhead so we can look into this matter further and no response was received.Thank you for the opportunity to review these concerns and explain the outcome of our investigationA 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 Armstrong Flooring, Inc
Thank you for contacting us about the following complaint.After receiving additional information from the customer regarding this case we decided to send out an inspector on 12/19/to look at the flooringWe are still waiting for the inspection report and will update you with the information as soon as it is available.Sincerely,Armstrong Floor Products Customer Service Armstrong Flooring, Inc
[redacted] ,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 [redacted] Lancaster, PA ***
Thank you for contacting us about this complaint.In reviewing this customer's claim for warranty consideration, we have determined that the checking and Splitting issue they are experiencing with the floor is not manufacturing related, and is not covered by our warranty.Armstrong wood products are subject to numerous quality checks, including those for checks or splitsThese quality procedures assure that the product meets not only the industry standards, but also our own internal specificationsWhen individual boards do not meet these rigorous standards, they are excluded from packagingFlooring issues of checks or splitS that occurred after manufacturing indicate installation and/or site related causes.Since the reported issue is not covered we are unable to make an adjustment under our warrantyHowever, we will be contacting this customer to come to a reasonable resolution.Thank you for the opportunity to address this complaint and explain the outcome of our investigation.Sincerely,Armstrong Floor Products Customer Service