Armstrong World Industries, Inc

[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: ***
I am rejecting this response because: the floor is not damaged from water or any other liquidThe floor is crumbling only on certain boards in the kitchenThe finish has come off only on some boardsI can send pictures of boards that are side by side where some are in good condition and others the finish has come off and the wood is starting to chip offIf it were true what Armstrong is saying all the boards would be damaged not random boardsUnder the kitchen table the boards are completely fineThe boards by the dishwasher, refrigerator, sink, and stove are in great shapeI have the flooring in most of the downstairs and it is only falling apart in certain areas of the kitchenThere is something wrong with how the boards were sealed
Regards,
*** ***

January 20, 2015Because it is important for us to have a clear understanding of your situation, we had ask for samples of your wood floor to be sent for review along with proof of purchase to identify the floorAs soon as we receive this information requested, we'll be better able to review your concernsThe address to send your samples is belowThe alternative to sending samples would be to contact you retailer with your concerns as stated in prior emails from Allen J*** the Armstrong representative working on your concerns.Armstrong World Industries Inc *** *** *** Lancaster, PA *** ATTN Floor Claims CenterThank you for bringing the matter to our attentionIf you have any additional questions please feel free to call the number listed below.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 Administratively Resolved]
Complaint: ***
I am rejecting this response because: Has customer service at Armstrong not read my complaint in its entirety? I tried to work with the retailer and the retailer is stating that its a defect in Armstrong's vinyl product.
The retailer will not do anything furtherSo that is why I am trying to get Armstrong to stand behind the product,if Armstrong needs to talk with the retailer then why don't they do so I have provide the retailers information instead of wasting time" LET ME MAKE IT CLEARER FOR ARMSTRONG THE RETAILER IS NOT WILLING TO RESOLVE THE MATTER WITH ME THEY STATE IT'S A DEFECT IN THE PRODUCT"
So once again I am looking to Armstrong as a reputable business to stand behind there productIf I need to I can take video of the issue and post on *** and internet showing people the defect with this product and let everyone know how I tried to amicably resolve the matter but was given run around.
Regards,
*** ***

March 24, 2015Dear *** ***,
Thank you for your recent letter dated March 16, concerning *** ***'s vinyl flooringWe've thoroughly reviewed the report from the inspection done by the independent inspectorOur position remains the same as stated in the March 10, letterPlease be assured that Armstrong investigates each flooring complaint it receives to address the individual circumstances and determine the best way to handleWe are unable to authorize an adjustment or further investigationWe appreciate your interest in consumer problemsWe hope this information will help youA copy of this letter has been sent to *** *** so he is aware of our correspondence,
Sincerely,
Customer Relations and Technical Services Armstrong Floor Products

February 11, 2015Thank you for your recent letter about *** ***'s flooring issue.We’ve thoroughly reviewed the situationNo abnormalities were found within the grain or finish of this productFloor damage of this type can be attributed to a variety of reasons, including
but not limited to, water damageWe hope this information will help you in your investigationA copy of this letter has been sent to *** ***.Sincerely,Customer Service Representative

--------- Forwarded message ----------From: Revdex.com of Metro Washington DC Date: Tue, Sep 2, at 10:AMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: *** ***
---------- Forwarded message ----------
From:
Date: Sat, Aug 30, at 3:PM
Subject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***
To: [email protected]
Armstrong did resolve my complaint with a refund
Thank you for your help!

March 10, 2015Dear *** ***,Thank you for your recent letter dated March 6th, concerning *** ***'s tile flooringWe've thoroughly reviewed the situationWe are pleased to tell you we will be making an adjustment in the customer's behalf for their materialWe
will be sending a credit to ***' headquarters in Eau Claire, Wisconsin, for your defective material only***' headquarters will then issue a store credit to you for replacement material.We appreciate your interest in consumer problemsWe hope this information will help youA copy of this letter has been sent to *** *** so he is aware of our correspondenceSincerely,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 Administratively Resolved]
Complaint: ***
I am rejecting this response because:
This
past summer after extensively researching our options on consumer reports, we
made the decision to have Armstrong *** floor tiles installed in our
kitchenThe reviews seemed promising, however our experience has not reflected
the same quality that we expectedThe floor has been problematic from the
beginning: immediately we began to notice damage on the tiles which the
flooring company came to replaceThe warrantee was an additional selling point
as well as the product name and reputationAfter initially being pleased with
the appearance of the floor, our experience with the company has left us
consistently disappointed with the lack of customer service and quality
Armstrong's response has been impersonal and lacks service and contactThey failed
to send us the letter of response, which we had to actively pursue via the
flooring company - and when we did receive it our names were incorrectAfter
being met with a lack of a helpful response and a refusal to remedy our
described problem we are seeking to have our damaged tiles replaced as well as
information on how to correct or toufuture damage to our floor If
Armstrong continues to refuse this request, we want Armstrong to arrange for an
independent flooring expert to assess our floor
Regards,
*** ***

December 21, 2015Your letter to *** *** dated November 23, 2015, has been referred to me for responseI have now had an opportunity to review Armstrong's file concerning this consumerAn onsite inspection of *** ***'s floor was conducted by an Armstrong representative who opined that the fading or discoloration of the boards at issue was attributable to excessive moisture (perhaps water) left on the boards for an extended period of timeThe *** warranty and floor care guide applicable to *** ***'s floor specifically states to wipe up spills immediately and excludes from coverage flooring damaged by waterA copy of the warranty is attached for your informationIt is unfortunate that *** *** experienced difficulties with her flooringPerhaps she could discuss with her retailer whether individual board replacement would be an option for herPlease feel free to contact me directly if you need additional information regarding this claimSincerely,Connie F

*** *** *** *** ***Augusta, GA 30904Dear *** ***,Thank you for your recent letter dated March 16, concerning Ms***'s vinyl flooring.We've thoroughly reviewed the situationWe suggest the consumer go to the *** *** and request the retailer to contact Armstrong to start the claims processThe issue the customer ishaving is covered under warranty.We appreciate your interest in consumer problemsWe hope this information will help youA copy of this letter has been sent to Ms*** so she is aware of our correspondenceSincerely,
Customer Relations and Technical Services Armstrong Floor ProductsRe: ***, *** ***

June 4, 2015Dear *** ***,
Thank you for your recent letter dated June 1, concerning *** ***'s hardwood flooringWe've thoroughly reviewed the situationWe suggest the consumer contact their original retailer to start the claims processThey should have a copy of their original receipt to show the purchase date and product to verify their warrantyTheir retailer should have procedures in place to investigate this issue further and file a claim on the *** ***'s behalfWe appreciate your interest in consumer problemsWe hope this information will help youA copy of this letter has been sent to MsHenry so she is aware of our correspondenceSincerely,Customer Relations and Technical Services Armstrong Floor Products

------ Forwarded message ----------From: Revdex.com of Metro Washington DCDate: Fri, Dec 4, at 9:AMSubject: Fwd: My ComplaintTo: *** ***
---------- Forwarded message ----------From: *** *** Date: Thu, Dec 3, at 9:PMSubject: My ComplaintTo: [email protected] would like to add an independent inspection report to my claim #***. The inspection is attached to my e-mailThanks,
*** ***

------- Forwarded message ----------From: *** *** Date: Wed, Jan 14, at 1:PMSubject: Revdex.com complaint # *** (***)To: "***@myRevdex.com.org"
*** ***,
I filed a complaint with you against Armstrong Floors and *** *** Carpets last October The Armstrong Company contacted you to have me to have my local retailer to contact them to have a claim filed for the vinyl flooring of mine
Ive attempted to resolve this matter, to no avail I spoke to *** at *** *** Carpets within a week of receiving the letter from you, towards the end of October *** said the Rep was on vacation and would be back the following Monday Never heard a word from anyone.
December 9thI called and spoke to *** yet again He says my file is still on his desk, that I have not been forgottenHe gave the excuses of "Reps have changed, other companies are mergingso its been a mess last weeks, and Reps mother died days ago, so he should be back in by next week" Never heard back from ***, nor any Rep from ArmstrongI allowed room due to the holidays, but, its now mid January, and Ive not heard a peep from anyone Im really disgusted with *** *** Carpets not caring about their customers no better than this At this time, I cannot solely blame Armstrong Flooring, because apparently *** with *** *** Carpet, just doesnt care to have this issue resolvedMy concerns at this point are that once they hear back from you, that they will send a Rep out here just to get me off their backs, and again, falsify the reports saying its a maintenance issue, after the one Rep from earlier in the year verbally stating that its a definite flaw in the flooring Im going to attach photos of my floor Keep in mind, the pics Im sending are just of the kitchenThe dining room has the same exact floor, leading from kitchen to my living room, BUT that side of the floor is not flawed or stained in ANY way The warranty clearly states that the floors will not stain due to heavy traffic But as you can see, it definitely has clear stains from the high traffic areas.
Hope you have a wonderful day!Take care and may God Bless you!*** ***

September 3, 2014Dear *** ***,Thank you for your recent letter dated September 2nd, concerning the ***’s Laminate flooring.We’ve thoroughly reviewed the report from the inspection done by an independent inspection companyOur position remains the same as stated in the
July 17, letterPlease be assured that Armstrong investigates each flooring complaint it receives to address the individual circumstances and determine the best way to handleThe inspection revealed no manufacturing defectsWe are unable to authorize an adjustment or further investigation.We appreciate your interest in consumer problemsA copy of this letter has been sent to *** *** so she is aware of our correspondence.Sincerely,Customer Relations & Technical Services

[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: ***
I am rejecting this response because: They did not come in person to see the damage to the flooringArmstrong looked at pictures of the damaged flooring to make their decisionI want a representative from Armstrong to come and take a look at the flooringA picture does not represent what is going on with the flooringI am starting to notice the same damage in other area that are not in high traffic areas and also have never had water damage as they claim
Regards,
*** ***

------- Forwarded message ----------
From: Revdex.com of Metro Washington DC
Date: Tue, Oct 28, at 10:AM
Subject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***
To: *** ***
---------- Forwarded message ----------
From: *** ***
Date: Tue, Oct 28, at 9:AM
Subject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***
To: "[email protected]"
is this letter stating that they acknowledge that we have the rights to have our vinyl flooring replaced under the warranty and that they are agreeing to abide by the warranty?
Hope you have a wonderful day!
Take care and may God Bless you!
*** ***

July 18, Dear *** ***,Thank you for your recent letter about *** ***’s flooring issue.We’ve thoroughly reviewed the situationWe are able to offer a one-time accommodation for material only on this claimWe have contacted the ***’s store involved with this claim and they are aware we are approving this accommodationPlease have the customer contact the store directly to receive this credit.We hope this information will help you in your investigation(A copy of this letter has been sent to *** *** so he is aware of our correspondence.)Sincerely,Customer Service Representative Customer Relations & Technical Services Armstrong Floor Products
?

July 2, 2015Dear *** ***,
Thank you for your recent letter dated June 22, concerning this issueWe've thoroughly reviewed the claim and our position remains the samePlease be assured that Armstrong investigates each flooring complaint it receives to address
the individual circumstances and determine the best way to handleWe are unable to authorize an adjustment or further investigation.We appreciate your interest in consumer problemsWe hope this information will help youA copy of this letter has been sent to *** *** so he is aware of our correspondenceSincerely,
Customer Relations and Technical Services

[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: ***
I am rejecting this response because: The flooring in question was put in because the prior flooring from Armstrong was defectiveThe time between when the old flooring was removed and the new one installed wasn't ***Since there was absolutely NO mention of a moisture issue when the first flooring was removed, I'm finding it hard to believe that, in the amount of time that passed, there was suddenly a moisture issue, which was apparently the main cause of our problem with this flooringOh, and the fact (according to the rep) I washed the floor with water when no one was lookingHow a floor could look that badly in weeks is beyond meThat's when I started complaining, that's when the first set of boards were removed and replacedIf that flooring couldn't hold up for ***er than weeks, I'd say the problem was and is with the product, not with me or the supposed moisture issue.Sadly, Armstrong will win this oneBecause I don't have the money to hire a lawyerThe best I can do now is do better research when making such a purchase, and tell anyone in the market for new flooring of my experiencesAnd I haveAnd they've listened. Perhaps others will complainAnd maybe more people will check the complaint websites on this product, because there are many
Regards,
*** ***

November 9, 2015Thank you for your recent letter about *** ***'s flooring issueWe'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 belowSincerely,Armstrong Floor Products Customer Service