Armstrong World Industries, Inc

--------- Forwarded message ----------
From: 
34, 34); font-size: small; font-family: arial, sans-serif;">Revdex.com of Metro Washington DC<[redacted]>Date: Mon, Mar 9, 2015 at 10:25 AMSubject: Fwd: Complaint ID [redacted]To: [redacted] <[redacted]>
---------- Forwarded message ----------From: [redacted] <[redacted]>Date: Fri, Mar 6, 2015 at 8:17 PMSubject: Complaint ID [redacted]To: [redacted]Here are more pictures of my floor and the back of the vinyl floor sample from when I bought it in 2003.

Subject: [redacted]. Augusta, GA. 30904Dear [redacted],Thank you for your recent letter dated March 5th, 2014 concerning Ms. [redacted]'s vinyl flooring.We’ve thoroughly reviewed the situation. We suggest the consumer to go back to the [redacted] ask the retailer to contact Armstrong to start the claims process. The issue the customer is having is 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 Ms. [redacted] so she is aware of our correspondence.
Sincerely,
Customer Relations & Technical Services Armstrong Floor ProductsRe: [redacted]

October 17, 2014Thank you for your recent letter dated 10/16/14 about [redacted]’s flooring issue.We’ve thoroughly reviewed the situation and our currently in communication with the consumer directly to resolve the issue. An update will be sent once the matter has been resolved with...

the customer.We hope this information will help you in your investigation.Sincerely,Customer Service Representative

February 10, 2016Dear [redacted],Thank you for your recent letter dated February 3, 2016 concerning this customers hardwood floor.We’ve thoroughly reviewed the situation. Our records indicate that the customer called us concerning his/her floor on January 26, 2016. 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 behalf. The retailer has yet to contact us to file the claim.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 she is aware of our correspondence.Sincerely.Claims Representative Armstrong Floor Products

Complaint: [redacted]
I am rejecting this response because:
-------- Forwarded message ----------From: Revdex.com of Metro Washington DC<[email protected]>Date: Fri, Jun 19, 2015 at 8:58 AMSubject: Fwd: complaint#: [redacted].To: [redacted] <[redacted]@myRevdex.com.org>
---------- Forwarded message ----------
From: [redacted] <[redacted].com>Date: Fri, Jun 19, 2015 at 7:43 AMSubject: complaint#: [redacted].To: [email protected] morning **. [redacted],Never received anything previously to reply for.Also I have extra pictures where we picked up the floor to show the subfloor is even. Please see attached pictures!Pictures 1-2: subfloor, the original hardwood floorPictures 3-4: underlayment over subfloorWhen I called Armstrong flooring they told me once the floor is installed there is no more warranty on it expect the finish. That is very questionable, because they could say the damage caused by the use and is not covered.We sent all the complaint to the retailer to submit the claim on our behalf. We had to wait for him, because Armstrong wouldn't take it from us.Finally he did it, but his inspector was manipulating the pictures. The inspector was lying. When he was in our home he said the installation is good, he doesn't know what is the problem he need to contact the manufacturer. Since he did't find any problem he blames it on the sub floor, but he did't remove the existing floor to measure the subfloor.Thank you,[redacted]
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that the response by the Armstrong customer service people who assisted in the resolution of our complaint went above and beyond expectations.  The person who assisted with our complaint followed through with everything that was promised.  Our Armstrong floors are in and my wife and I are very pleased with them.  In the long run we got the exact floors we wanted, it just took a while longer than expected and Armstrong made up for it.
Regards,
[redacted]

May 29, 2014
Dear [redacted],Thank you for your recent letter dated May 23, 2014 concerning [redacted] sheet vinyl flooring order that was placed.Weve thoroughly reviewed the situation. Flooring may not match display samples and/or existing flooring. Differences between the...

pictures on our website and the actual product could vary due to variations in color and monitor settings for your computer as well. To keep up current trends and colors, Armstrong introduces new patterns continuously, as well as discontinues old patterns.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 she is aware of our correspondence.Sincerely,

November 11, 2014
Dear [redacted],Thank you for your recent letter dated November 10", 2014 concerning the [redacted]'s laminate flooring.We’ve thoroughly reviewed the report from the inspection done by our Armstrong representative. Our position remains the same as stated in the...

May 21, 2014 letter. Please be assured that Armstrong investigates each flooring complaint it receives to address the individual circumstances and determine the best way to handle. The inspection revealed no manufacturing defects. We are unable 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 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 response. If 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.  29597  (###-###-####)  License  #[redacted]. 
----- Forwarded message ----------From: Revdex.com of Metro Washington DC<[redacted]>Date: Thu, May 5, 2016 at 8:21 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, 2016 at 11:41 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.

[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:
Armstrong continues to ignore my points and refuses to address my concerns.  Their repeated claim that the inspection “revealed no manufacturing defects and no issues
that would be covered by our warranty” shows negligence.  I have clearly stated that the inspection was flawed for more than one reason.  Have they researched the inspection, including finding out about the tools used or which locations were measured compared to which areas of the flooring is coming apart at the seams?  
They have not addressed the fact that the inspection did not reveal *any* cause for the issues with our flooring, including none which are *not* covered. If *none* of the
exceptions outlined in the warranty are found to cause issues outlined in the
same warranty *as covered* then the product must be covered by the
warranty otherwise the warranty is sham.  
As stated in my last reply, it is my understanding that Armstrong is accountable for $450 worth of product:
"Armstrong is not being accountable for their product.  We are not
asking for thousands of dollars - we simply want our substandard, lock-failing
floor replaced.  The value of the floor is approx. $900, half of which
would, and should, be covered by Armstrong, according to [redacted] representatives.
 The other half would be covered by our local [redacted] store."  
 
Regards,
[redacted]

September 12, 2014Thank you for your recent letter dated September 8th, 2014 concerning the [redacted] laminate flooring. -We’ve thoroughly reviewed the report from the inspection done by an independent inspection company. Our position remains the same as Stated in the email sent to the...

[redacted] on 1/25/2012. Please be assured that Armstrong investigates each flooring complaint it receives to address the individual circumstances and determine the best way to handle. The inspection revealed no manufacturing defects and no issues that would be covered under our warranty. 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] so she is aware of our correspondence.)Sincerely,Customer Service RepresentativeCustomer Relations & 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:
I reject Armstrong’s denial of my appeal dated Aug 22nd,
2014.  I have many issues related to this
denial of my claim.Armstrong’s “Floor Care and Warranty Guide” for [redacted] Premium Groutable Tile provides a “Lifetime Limited Residential Warranty”.  In this warranty, Armstrong states that for the life of the floor, the products listed…Will not wear through*Will not contain manufacturing defectsWill not rip or tear from normal household useWill not permanently indent from normal household useWill not bottom-up discolor from underlayment panels (including lauan), as well as alkali, mold or mildew growthThe edges of the flooring will not curlAs per the picture that I provided
in my correspondence of August 20th, 2014…there is considerable
“Wear through” of my flooring.  “Wear
through* as defined in the Warranty Guide is defined as “loss of the floor
design due to normal household use.”  Secondly, the Armstrong
Representative and 2 professionals installers have all documented and taken
pictures of edges of my flooring that are lifting.  This has resulted in edges that are “proud”
to the touch.  Again, the flooring was
professionally installed.I do not understand how the Armstrong Representative determined that this was not a warranty issue because “no manufacturing defects were present”.   My question arises as to how this was
determined?  I therefore went on-line to
determine guidelines/legalities related to this issue.[redacted]“In the law of products liability, a
manufacturing defect is a defect in a product that was not intended.  This kind of defect occurs when a product
departs from its intended design and is more dangerous than consumers expect
the product to be.”In a related article…I found that harm does
not need to be physical harm, but can be financial harm to the consumer.In addition, [redacted] states under subsection “Manufacturing Defects”:A manufacturing defects exists if the product
“departs from its intended design even though all possible care was exercised
in the preparation and marketing of the product.”  In other words, even if the manufacture’s
quality control was the best in the world, the fact that the product departed
from its intended design, meant that it had a manufacturing defect.  The plaintiff need not prove that the
manufacturer was negligent, just that the product was defective.  The focus is on the product, not on the
manufacturer.As I interpret this information, it is clear that my
flooring does indeed have a “Manufacturing Defect” and therefore, is covered
under your warranty.  There has been a
financial harm to us.  Not only did we
pay for the initial flooring and installation; replacement of this flooring
will also bear the costs of removal of the flooring in addition to paying
replacement flooring and installation. 
This substantiates significant financial harm to us.I am asking for an adjustment from Armstrong to replace this
defective flooring.  I am prepared to
take my complaint further to either the Federal Trade Commission or the
Department of Consumer Affairs should Armstrong continue to deny my claim. Sincerely,

December 23, 2014Thank you for your recent letter about [redacted]’s flooring issue.Please be assured Armstrong World Industries, Inc. investigates each flooring complaint it receives to address the individual circumstances and determine the best way to handle. Changes in color due...

to aging, excessive moisture, exposure to sunlight or UltraViolet rays (which may cause oxidation of finish/stain) is not considered a defect.Certain species including, but not limited to, American Cherry, Walnut, Brazilian Cherry, and Merbau are especially susceptible to color change. Area rugs should be moved occasionally, as they block sunlight and may give the appearance of discoloration under the rug. We’ve thoroughly reviewed the situation and 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,Customer Service Representative

April 30, 2014
Dear [redacted]i,Thank you for your recent letter dated April 28, 2014 concerning [redacted]s hardwood flooring.We've thoroughly reviewed the situation. After an inspection was done at the consumers home, our findings revealed no manufacturing defects. The consumer...

was informed of our findings from this inspection, in a letter dated February 27, 2014.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,

December 23, 2014
Thank you for your recent letter concerning the [redacted]’s flooring issue.We’ve thoroughly reviewed the inspection done by our Armstrong representative. Our position remains the same as stated in the May 21, 2014 letter. Please be assured that Armstrong investigates each flooring complaint it receives to address the individual circumstances and determine the best way to handle. The inspection revealed no manufacturing defects. 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 Robin Peveri.Sincerely, Armstrong Floor Products Customer Service

September 12, 2014
Thank you for your recent letter dated September 8", 2014 concerning the [redacted]’s vinyl tile flooring.We’ve thoroughly reviewed the report from the inspection done by an independent inspection company. Our position remains the same as stated in the letter sent to the [redacted]'s on 8/22/14. Please be assured that Armstrong investigates each flooring complaint it receives to address the individual circumstances and determine the best way to handle. The inspection revealed no manufacturing defects and no issues that would be covered under our warranty. We are unable to authorize an adjustment or further investigation. For additional concerns regarding the inspection please contact your retailer.We hope this information will help you in your investigation. (A copy of this letter has been sent to [redacted] so she is aware of our correspondence.)Sincerely,Customer Service Representative Customer Relations & Technical ServicesArmstrong Floor Products

October 23, 2014Dear [redacted],Thank you for your recent letter dated October 21st, 2014 concerning [redacted]'s vinyl flooring.Please contact your retailer to have a claim started for the vinyl that is installed. If your retailer has any questions, please have them contact the...

Armstrong claims department at ###-###-####, Prompt 2,4.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 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:
Armstrong Industries has not responded to my request(s) in my letter dated September 8th, 2014.  In this letter I respectfully asked for a copy of the report filed by the Armstrong Distributor Representative's home visit and pictures of my flooring taken February 3rd, 2014.  I am especially interested in seeing the Representative's documentation regarding my flooring in regard to areas of "wear through" and "curling"  as I pointed out to him.
In addition, I have not received Armstrong's definition of "Manufacturing Defects" that they reference in rebuttal to my letters.  I am at a loss to understand their denial of my claim without this information.
Lastly, I am very frustrated in receiving similar "form" type letters from Armstrong regarding my complaints.  This appears to demonstrate a lack of consideration of my claim, and lack of concern about their product's integrity.  As I have mentioned in previous rebuttals,  my claim was originally filed in January 2014 and I intend to continue to appeal Armstrong's denial of my claim. 
Regards,
[redacted]

December 23, 2014
Thank you for your recent letter about [redacted]'s flooring issue.We’ve thoroughly reviewed the situation. Our position remains the same. If you haveconcerns with your flooring, you will need to contact the retailer. The retailer has been contacted on your behalf and is aware of your concerns.We hope this information will help you in your investigation. A copy of this letter has been sent to [redacted].Sincerely,Customer Service Representative Customer Relations & Technical Services

July 29, 2014Thank you for your recent letter about [redacted]'s flooring issue.We’ve thoroughly reviewed the situation. In July of 2013 an inspection of [redacted]'s was preformed. A turndown letter was forwarded to [redacted] on 7/30/13. Based on those inspection results our...

position remains the same.We hope this information will help you in your investigation. (A copy of this letter has been sent to [redacted])Sincerely,Customer Relations & Technical Services Armstrong Floor Products