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:
They are simply wrong in this caseIt is not due to any of the aforementioned causesI will take this up in the Texas Court System
Regards,
*** ***

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:Yes I did receive a rejection to my warranty claim but it has no basis.The claim was rejected because they said the damage was likely to have been caused by:1) Moisture. There is nothing to base this on. The inspector who filed the claim did moisture readings of my floor in several places and it was well within guidelines.Therefor this is not true. Also, just looking at the wood, there is no sign of water damage like warping or any signs other than the traffic areas where the finish is worn.2) Probably cause by pet damage. Again there is nothing to base this on. These are no scratches or pet claw marks, they are areas where the finish has worn off.You cannot just say "probably caused by this" with no basis or proof of this. Here is a quote from the Armstrong Warranty:"We warrant to you (the original purchaser) that for the period indicated, the finish on the wood flooring will not wear through and that the finish will not separate from the wood flooring undercommercial use when maintained in accordance with our recommended maintenance guide"Since Armstrong will not deal with me directly, I have been forced to try to get the flooring company that installed the floor to file the claim on my behalf. This has taken well over a year to even get a claim filed. Armstrong said that they rejected my claim on and the flooring representative that filed my claim did not provide me this report until 4/2.I would really like someone from Armstrong call me to explain to me what facts they are basing their rejection upon.The sad thing is that we would really like to get another room done with the same flooring to match this flooring but I am reluctant to do that if I know that Armstrong will not stand behind theirproducts
Regards,
*** ***

[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: I just knew they would not even check to see if I tried to resolve this with them before I contacted Revdex.com. I did e-mail Armstrong asking for technical assistanceThey did not respond. I contacted *** (the retailer) and they responded immediately. They took copies of sales receipts and took pictures of the floor problems. They e-mailed all that to Armstrong and their response was that Armstrong only guaranteed the finish. So I take it that Armstrong does not stand behind the product they manufactured, only the finish which was most likely made by someone else.Regards,*** ***

July 10, Dear *** ***,Thank you for your recent letter dated July 8th, concerning ***’s hardwood flooring order that was placed.We’ve thoroughly reviewed the situationWe suggest the consumer to go back to the retailer that they purchased the material
through and ask that an inspection be done on the floorThe retailer will need to contact us then for this inspection.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 correspondence.Sincerely,Customer Relations & Technical Services Armstrong Floor Products

June 19, 2014Dear *** ***,Thank you for your recent letter dated June 17, concerning *** ***s hardwood flooring.We have again reviewed the reportOur position remains the same as stated in the April 30, letterPlease be assured that Armstong investigates each flooring complaint it receives to address the individual circumstances and determine the best way to handleAn inspection was done and and the findings revealed no manufacturing defectsTherefore, based on the inspection, we will not be able to authorize an adjustment or further investigation.We appreciate your intered in this matter(A copy of this letter has been sent to *** *** so he is aware of our correspondence.Sincerely

August 22, 2014Dear *** ***:Thank you for your recent letter dated August 20, concerning the *** flooring.We have again reviewed the report from the inspection done by the distributor representativeOur position remains the same as stated in the June 19,
letterPlease be assured that Armstrong investigates each flooring complaint it receives to address the individual circumstances and determine the best way to handleAn inspection was done and the findings revealed no manufacturing defectsTherefore, based on the inspection that was done by the distributor representative, we will be unable to authorize an adjustment or further investigation.We appreciate your interest in this matter(A copy of this letter has been sent to *** *** *** so she is aware of our correspondence.)Sincerely,Customer Relations and Technical Services Armstrong Floor Products

05/30/2015
To Whom It May Concern:I would like to update my complaint regarding the above reference case. I had two separate contractors; floor installer gave me report, that the location and installation of the floor is not the problem. The issue is with the locking mechanism of the floor.Also when I contacted the company who sold the floor, the owner sent me two bottles of glues to glue the floor down. He said this usually helps when the buckling problem arises with this floor. This is a clear indication that my problem is not the first case. Armstrong is selling defected flooring.Please look into this matter, because I paid $1,857.16 for this flooring, but I paid for good merchandise not for a damaged one. It's not fair that now I have to remove the floor and replace it with a good one. Nobody will compensate me for my time and labor to fix the problem.Sincerely,

I recently issued a complaint about ceiling Tiles I had Bought from Armstrong. I happy to say they resolved the problem. My name is T** D[redacted]

-------- Forwarded message ----------From: [redacted]<[redacted]>Date: Wed, Dec 3, 2014 at 7:19 PMSubject: To: [redacted]
Hi [redacted], 
I'm glad I was able to find you. Unfortunately, as I anticipated, the gentleman at the flooring store won't send any kind of signed proof that he said there was something wrong with our flooring. But, I do feel slightly vindicated, by some of the things he told my husband during their phone conversation. He first asked why we went to the Revdex.com, instead of going right to Armstrong. When my husband said that I did try that route first, the gentleman ([redacted]) told him that when he received a copy of the first denial Armstrong sent us, he was pretty shocked and tried going to another Armstrong rep, who also denied us. [redacted] also mentioned the attitude of the first rep. He was somewhat surprised by how quickly the rep insisted there was nothing wrong with the flooring, that the problem was in our care of their product. And that's when [redacted] said, "Yea, something's not right, but there's nothing I can really do to help you. I tried, that was the best I could do". He said that he would look for the pictures he took, but I don't think they will help.
So, this is where things stand. As I've been saying, I know Armstrong will win out, I pretty much expected this outcome. I am just hoping that if others complain about this particular flooring (laminate),something will eventually be done. If enough people have the exact same complaints, I'd say they're all pretty much telling the truth. And I want my complaint to be on record.
As for agreeing or disagreeing with Armstrong's decision, I never will, but if I have to say I agree, just to stop the back and forth, then I will. But really, I will never agree with their denial.
Thank-you for all your help on this matter, [redacted].
Sincerely,
[redacted]

November 11, 2014
Dear [redacted],Thank you for your recent letter dated November 10", 2014 concerning [redacted]'s vinyl flooring.We’ve thoroughly reviewed the situation. We suggest the consumer to go back to the retailer that they purchased the material through and ask that an inspection be done on the floor. If the retailer has further questions, they can contact Armstrong Claims Dept.We appreciate your interest in consumer problems. We hope this information will help you. A copy of this letter has been sent to [redacted] so he is aware of our correspondence.Sincerely,Customer Relations & Technical Services

March 4, 2014
Dear [redacted],We have received your February 27, 2014 letter about [redacted]’s complaint.We’ve thoroughly reviewed the situation. Based on the inspection results from the distributor representative, no manufacturing defects were found. Our company’s...

position was stated in a letter sent to **. [redacted] February 2, 2014 and our position remains the same.Please be assured that Armstrong investigates each flooring complaint it receives to address the individual circumstance and determine the best way to handle. The inspection results did not find any manufacturing defects. Therefore, based on the inspection findings, we will not be able to authorize an adjustment or further investigation.We appreciate your interest in consumer problems. (A copy of this letter has been sent to **. [redacted] so he is aware of our correspondence.)Customer Relations & Technical Services Armstrong Floor Products

[To assist us in bringing this matter to a close, you must give us a what is the amount of the in store credit?eason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
We have already replaced the flooring, that's labor costs that we have to eat twice.
We would be happy with a refund of the full purchase price of the flooring
Regards,
[redacted]

December 23, 2014Thank you for your recent letter concerning the [redacted]’s flooring issue.
We’ve thoroughly reviewed the situation address in the letter. The concern as stated in the December 1, 2014 letter is not covered underneath the warranty. Please be assured that Armstrong...

investigates each flooring complaint it receives to address the individual circumstances and determine the best way to handle. If the consumer has any concerns or questions he can contact the retailer where the material was originally purchased from. We are unable to authorize an adjustment or further investigation.We hope this information will help you in your investigation. A copy of this letter has been sent to [redacted].
Sincerely,
Armstrong Floor Products Customer Service

March 2, 2015
Thank you for your recent letter about [redacted]'s flooring issue.
After further review of this claim Armstrong’s position remains the same. No abnormalities were found within the grain or finish of this product. Gloss variation of this type can be attributed to the traffic within the home dulling the gloss level of the floor. A rough or worn surface of your floor boards can be attributed to a variety of reasons, including but not limited to, heavy traffic, improper maintenance, or pet damage. The appearance of scratches surrounding the areas of finish and wood loss is a good indication of site related damage.
We hope this information will help you in your investigation. (A copy of this letter has been sent to [redacted]). If you have any additional questions please feel free to call the number listed below.
Sincerely,Armstrong Floor Products Customer Service

June 19, 2014
Dear [redacted]:We received your June 12, 2014 letter concerning the hardwood installed in the customer’s home.We are checking into the situation and we will be authorizing an inspection to be done with a third party inspection company.We appreciate...

your interest in this matter. (A copy of this letter has been sent to [redacted] so he is aware of our correspondence.)Sincerely,Customer Relations and Technical Services Armstrong Floor Products

November 3, 2014Thank you for your recent letter about [redacted]’s flooring issue dated October 30, 2014.We’ve thoroughly reviewed the situation. To be able to start an official claim with Armstrong about the concerns with the consumer’s flooring, they will need to go back to the original retailer where the material was purchased. Once a claim has been filed Armstrong will then be able to better review [redacted]'s situation in regards to our warranty.We hope this information will help you in your investigation. A copy of this letter has been sent to [redacted].Sincerely,Customer Service Representative

November 11, 2014
Dear [redacted],Thank you for your recent letter dated November 10", 2014 concerning [redacted]'s vinyl flooring.We’ve thoroughly reviewed the situation. We suggest the consumer to go back to the retailer that they purchased the material through and ask that...

an inspection be done on the floor. If the retailer has further questions, they can contact Armstrong Claims Dept.We appreciate your interest in consumer problems. We hope this information will help you. A copy of this letter has been sent to [redacted] so he is aware of our correspondence.Sincerely,Customer Relations & Technical Services

April 17, 2015
Dear [redacted],
Thank you for your recent letter dated April 13, 2015 concerning [redacted]'s wood flooring.We have carefully considered this situation. The issue the consumer has reported is not a warranted concern. Site related and/or installation...

related concerns are not covered under warranty.We appreciate your interest in consumer problems. We hope this information will help you. A copy of this letter has been sent to [redacted] so he is aware of our correspondence.
Sincerely,
Customer Relations and Technical Services Armstrong Floor Products

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: As I stated in my complaint the retailer/installer has been to my home and did a inspection of the vinyl and the RETAILER is the one that
states that the product is defective.The retailer will not warranty the vinyl flooring so that is why I am coming to the manufacture with hopes that they will do the right thing.
Regards,
[redacted]