Armstrong World Industries, Inc.

Review: I purchased Armstrong hardwood flooring through a local vendor by the name of [redacted]. This was installed in January of 2012 and by June of the same year the the wood started getting cracks in it all over. It has been over 2 years since my first complaint and yet I still have not received any help from Armstrong. I have contacted them on several occasions and followed all the steps to make a claim but still have not received any responce from them. There are so many cracks that are causing my children to get splinters that it is now a hazard.Desired Settlement: I would like Armstrong to honor the guarantee and replace the wood with a quality product.

Business

Response:

June 19, 2014Dear [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

Review: Flooring was installed 4/12/2013. From day-one, this tile has been extremely fragile. We first noticed scratches when moving our stove back into place using plastic furniture gliders. Then when replacing the knobs on our cabinets, one small brass knob dropped 12 inches onto the floor and chipped it. The dealer had the installer return to replace a few damaged tiles. Now after six months, there are three more chips. We contacted Armstrong though our flooring contractor. An Armstrong rep stopped by on 12/13/2013 and took several of our left over tiles for testing. On 2/12/2014 a letter was sent back informing us that these are not warranted issues and that the samples will not be returned. This is not the level of quality and customer service what we expected from Armstrong.Desired Settlement: We'd like a refund on our cost for the tiles. We also want Armstrong to provide a box of tiles for future replacement. We will use the refund to pay an installer to come by once-a-year to replace the individual damaged tiles. We'd like to know if Armstrong can supply a touch-up kit that will effectively hide the chips.

Business

Response:

March 4, 2014Dear [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

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

Review: I purchased a brand new home custom built and [redacted]'s Carpet at [redacted] FL [redacted] installed all the flooring in my home armstrong vinyl flooring

I have issues with the vinyl flooring and have addressed them with the installer [redacted]'s they however claim that the problem is the product that Armstrong manufactures. I have areas in the vinyl where there are indents since before I moved into the home.I have taken pictures and personally shown them top the owner of [redacted]s Ron he insists that its a defect in the product and nothing he can or will do about it. I discovered that if you put a chair or any object for that matter on the vinyl flooring that it leaves indents in the vinyl. I tried to speak with customer service at armstrong and they told me they sell the product and don't stand behind the products warranty. I know armstrong has been around many years and if there's a product that is this defective I would think they would not manufacture and sell it.Desired Settlement: I would like replacement if in fact the product is not defective.If it is defective then I would like something else installed.

Business

Response:

November 11, 2014Dear [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

Business

Response:

November 11, 2014Dear [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

Consumer

Response:

[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]

Review: [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 thatstates 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,

Review: My complaint is in regard to [redacted] Hardwood flooring that was placed in our brand new stick built home. I have been trying to get this resolved since 6/2011. The contractor that built our home and the store where we bought the hardwood has also been in contact with [redacted] about the flooring to no avail. The finish on the hardwood is splitting. It is not the wood itself but the finish. This is confirmed by the contractor, the store that sold the hardwood and an independent installer that evaluated it today. When they laid the floor they ran out so they had to order a new lot of wood. That wood which is in my living room is fine and beautiful. it is the first lot of wood that is cracking. [redacted] originally said that it was because the contractor didnt acclimate it to the environment, said that it was the floor cleaner that I was using and even blamed the dog. These are not scratches from the dog, they are cracks and the floor cleaner that I use is hardwood floor cleaner. [redacted] did send a rep out to evaluate but the only thing he did was took a picture or 2 with a smart phone. Even with the best camera you couldnt capture the problem. Then my request for warranty work was denied, But since that time the floor has gotten worse. Continues to crack. Longer cracks in the finish and new boards are starting the same thing. My contractor is willing to work with me and try to fix the problem but the installer is not willing to touch the floor as we are afraid ti would void the warranty and would create a bigger problem. I feel that the whole area will need replaced in order to do the job right. Or somehow refinished.Desired Settlement: I would ultimately like to have a beautiful floor with no cracks. However if that is not possible I feel that I should be reimubursed for the cost of the flooring.

Business

Response:

[redacted]

Revdex.com OF METRO WAHSING DC and EASTERN PENNSYLVANIA 1337 NORTH FRONT STREET HARRISBURG PA 17102

SUBJECT: [redacted]

Morgantown WV ID #[redacted]

Dear **. [redacted],

Thank you for your July 12, 2013 letter regarding [redacted]’s flooring issue.

I have left messages for [redacted] at both her daytime phone number as well as the evening phone number to please contact me regarding her flooring concern.

We appreciate your interest in consumer problems.

Sincerely,

Customer Relations & Technical Services Armstrong Floor Products

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted]. At this point the Armstrong Representative has indicated that an independent evaluation of the hardwood flooring would be complete and that I should be receiving a phone call from that independent party which as of 7/24 I have not. Awaiting call. If no call by Friday will again call [redacted] at Armstrong to let her know.

Regards,

Business

Response:

August 13, 2013

Dear [redacted],

We received a report from [redacted] about the problem you have with the [redacted] Prestige floor installed in your home.

The inspection revealed no manufacturing defects were found with your flooring material.

We are sorry you are unhappy with your floor. However, because the problem you have is not the result of any manufacturing defect in the floor, and is not the type of problem covered by our warranty, we are unable to authorize an adjustment or further investigation.

We appreciated the opportunity of reviewing your concerns and explaining the outcome of our investigation.

Sincerely,

Customer Relations & Technical Services Armstrong Floor Products

Business

Response:

September 3, 2013

Revdex.com

Of Metro Washington DC and Eastern Pennsylvania 1337 North Front Street Harrisburg, PA. 17102

Dear [redacted]-

Subject: [redacted] Case/ID # [redacted]

We have received your August 26, 2013 letter about the [redacted] complaint.

We’ve thoroughly reviewed the situation. Based on the inspection results from [redacted] services, no manufacturing defects were found. 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 results did not find any manufacture 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. We hope this information will help you. (A copy of this letter has been sent to [redacted] so they are aware of our correspondence.)

Sincerely,

Customer Relations & Technical Services

Consumer

Response:

---------- Forwarded message ----------

From: [redacted] <[redacted]>

Date: Tue, Aug 20, 2013 at 2:12 PM

Subject: Fwd: [redacted]

To: "[email protected]" <[email protected]>

Sent from my iPhone

Have a blessed day

Begin forwarded message:

From: [redacted] <[redacted]>

Date: August 19, 2013, 9:24:45 PM EDT

To: [email protected]

Subject: [redacted]

I am writing regarding a compliant I filed back in July. Apparently the Revdex.com has considered this closed however I just received a letter from the business today and I am in no way ready to close this dispute. The letter that I received is stating that the problems with my floor is not a manufacturing defect. They are saying that the problem could be because of a fireplace (that we never use) or that the flooring was not acclimated appropriately. What they don't address is what the actual problem of the floor is, why the floor in my living room (which is a different lot of wood) is perfectly fine. I am not real comfortable with the people that had come in and evaluate. It was someone they claim is independent but that they use a lot. The builder of my house sent his hardwood floor installer to my house. he was not willing to touch or try to repair the floor because he states that it is a manufacturing defect. he apparently used to own a store. he suggested that I go back to armstrong and try to get them to do something about this.

Please advise on what to do next

[redacted],

###-###-####.

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because: There is obviously some defect with the floor. They never addressed why the lot of wood in my living room is perfect and the lot in my keeping room is cracking. And they supposedly hired independent evaluation but I dont know that it was independent. The flooring guy that my contractor sent to evaluate the floor said it was clearly a manufacturing defect and there was nothing he could do to fix it. The letter referenced the fireplace but it is not used frequently. Actually very rarely. All the wood was acclimated in the same way. So I do not feel this letter is a resolution and I am not going to stop until I have a resolution to this floor. This is a brand new house and the floor should not be cracking the way that it is.

Regards,

Business

Response:

Please see attached response.

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

Review: Armstrong rejected my warranty claim on wood flooring in my house. The warranty covering the finish of the flooring is for 15 years and it was installed in 2001. After 1 year I was able to get a claim filed on my behalf by the installer but Armstrong rejected the claim stating that the problem was caused by pet damage or moisture. There are not pet scratches, this is places where the finish has worn off. The installer did an inspection and we were well below the moisture limits. We have never had any flooding and if we had there would be wide spread areas and warping, we do not have that. Armstrong will not deal with me directly only with the installer.

The claim number filed with Armstrong Flooring is [redacted]

Retailer name was [redacted] tx [redacted]Desired Settlement: Would like the finish of my flooring repaired/resurfaced.

Business

Response:

April 30, 2014Dear [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,

Consumer

Response:

[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]

Review: [redacted]

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 undernormal commercial 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 2.27 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,

Business

Response:

June 19, 2014Dear [redacted],Thank you for your recent letter dated June 17, 2014 concerning [redacted]s hardwood flooring.We have again reviewed the report. Our position remains the same as stated in the April 30, 2014 letter. Please be assured that Armstong investigates each flooring complaint it receives to address the individual circumstances and determine the best way to handle. An inspection was done and and the findings revealed no manufacturing defects. Therefore, 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 [redacted] so he is aware of our correspondence.Sincerely.

Review: I purchased some flooring from [redacted], GA) in 2010 (now out of business since July 2014) . It was Armstrong Coastal

Living Oyster Bay Pines. The floor was installed according to my condo's strict requirements and by a professional flooring installer.

At first, the flooring panels were separating, even though it is a click and

lock, floating laminate product. Shortly thereafter, it started to squeak.

I pressured the Armstrong Customer Service rep (Jeremy L[redacted].

J*L[redacted]@Armstrong.com) to have an independent inspection of the

flooring. [redacted] sent their inspector, and he made a report that

basically offered no conclusions that would clearly put either Armstrong

or the contracted installer at fault. Of course, this "independent

inspector" was paid by Armstrong.

Emails from the Armstrong rep have said, "The inspection results

determined there was a lack of expansion room around the perimeter of

the room as well as inconsistencies in the subfloor. Variations for

subfloor flatness cannot exceed 3/16" in a 10' area, however the

inspection determined there were variations of 1/8" in 10' span. I

apologize but this is not a manufacturing defect with the product.

Please feel free to respond to this email or call me." Another email,

"Noise is not covered in our warranty. It is the result of movement with

the product which is a result of a subfloor condition or lack of

expansion room (installation issues). We do not have a manufacturing

tolerance for this."

My installer was very experienced. The flooring was left sitting in my

living room for over a week before installation, as specified by Armstrong. Both the original

installer and and several other flooring contractors (who I have had

look at the flooring over the past few years) have insisted the product

was at fault.

So, the squeaking has gotten much worse. I have looked online and there

are websites with consumers complaining about various Armstrong laminate

flooring products:

[redacted] has more complaints:

By [redacted]

from [redacted]

(15 of 16 customers found this review helpful)

3.0

Beautiful, but noisy

1/13/2013

Pros

Cons

Best Uses

Comment:

This flooring was installed professionally and looks very nice. It was

later inspected by a laminate distributor expert. Everything looks to be

as Armstrong recommends.The installer seemed to be very thorough in

inspecting and preparing the under floor as well. The floor is noisy and

crackles when walked on.It was later discovered that Armstrong excludes

noise from their warranty. I am unhappy with the overall product.

How long have you owned it:

More than six months

Bottom Line

No, I would not recommend this to a friend.

I sent an email today to Armstrong, waiting for response.

Over the years, the squeaking has become even more intolerable, and the flooring panels still separate. Armstrong seems to want to do

anything and everything to invalidate their product warranty.

I have several documents outlining my complaint and responses from Armstrong. Let me know if you would like to review these.

Regards, [redacted]Desired Settlement: Armstrong should refund the cost of the product ($1494.34) and the cost of installation ($4200). I will have to replace the floor.

Business

Response:

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

Review: I purchased [redacted] click lock flooring from a local [redacted] store in April and installed it per manufactures instructions. The joints are separating. I e-mailed Armstrong and asked for technical assistance as to what the problem might be and they did not reply. I contacted [redacted] and they responded immediately. They took pictures and obtained all manufacture information and contacted Armstrong. Their response was that their warranty only covers the finish. This seems like a poor response to me. Armstrong makes 99% of this product and I am sure they purchase the finish from someone else. So they are telling me they actually do not warranty what they make. I purchased [redacted] flooring because it is an established and I thought a reliable company that would stand behind their product. Very disappointing!Desired Settlement: [redacted] offered to sell me more of this product at a discount. At least they are trying to help. Since my kitchen is complete, cabinets and appliances installed, it would be very difficult to replace this floor. My hope is that Armstrong would step up to this problem rather than say they will do nothing.

Business

Response:

July 10, 2014Dear [redacted],Thank you for your recent letter dated July 8th, 2014 concerning **. [redacted]’s hardwood flooring order that was placed.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. The retailer will need to contact us then for this inspection.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

Consumer

Response:

[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] Review: [redacted]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 assistance. They did not respond. I contacted [redacted] (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,[redacted]

Business

Response:

July 18, 2014Dear [redacted],Thank you for your recent letter about [redacted]’s flooring issue.We’ve thoroughly reviewed the situation. We are able to offer a one-time accommodation for material only on this claim. We have contacted the [redacted]’s store involved with this claim and they are aware we are approving this accommodation. Please 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 [redacted] so he is aware of our correspondence.)Sincerely,Customer Service Representative Customer Relations & Technical Services Armstrong Floor Products?

Consumer

Response:

--------- Forwarded message ----------

From: Revdex.com of Metro Washington DC <[email protected]>

Date: Tue, Sep 2, 2014 at 10:25 AM

Subject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].

To: [redacted] <[redacted]>

---------- Forwarded message ----------

From: <[redacted]>

Date: Sat, Aug 30, 2014 at 3:27 PM

Subject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].

To: [email protected]

Armstrong did resolve my complaint with a refund.

Thank you for your help!

Review: In September, 2013, my husband and I ordered and paid half down on [redacted] Natural Choice Flooring in Amber Oak (Product #[redacted]) from [redacted] Flooring in [redacted]. The product was never received. In October, I contacted [redacted] Flooring and was told the product had not been delivered. To find a flooring company that might have access to this product, I contacted the Armstrong company and was told that I had to speak to a distributor. I called a distributor and was told that I could not get any information. I, again contacted the Armstrong Flooring Company and was told the product would be available in November. November came and went. I called again and was given a date of December. December came and went. I called again and was told the product would be available in January. January has come and gone and the product has still not been made available by Armstrong.

I've sent Armstrong an email through their website and have not received a response nor a firm date on when this product will be available. I'm assuming this product is still being manufactured because it is still listed on their website and is still on the product list of the several flooring companies I've contacted here in [redacted]. From my last conversation with their representative, they have not stopped distribution of this product; however, no one see** to know when it will be available. I have an adjoining room that is already completed in this flooring and am unable to continue until I receive the product that is displayed on their website and listed as still available.Desired Settlement: I would like to be contacted by an Armstrong representative and would like to receive this product: [redacted] Natural Choice Amber Oak Product #[redacted] as soon as possible.

Business

Response:

February 10, 2014

Dear [redacted],

Thank you for your recent letter dated January, 27, 2014 concerning **. [redacted]’s hardwood flooring order that was placed.

We’ve thoroughly reviewed the situation. The backorder on the hardwood flooring she has ordered has been filled on 2/4/14. She will need to contact her retailer for the delivery time.

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,

Customer Relations & Technical Services Armstrong Floor Products

Business

Response:

February 24, 2014

Ida,

Thank you for your recent letter about **. [redacted]’s flooring order.

We’ve thoroughly reviewed the situation. As stated on the previous letter, the Order was filled on 2/4/2014. She will need to contact her retailer for the delivery time.

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 Relations & Technical Services Armstrong Floor Products

Review: We had laminate floors installed in our kitchen, dining room, living room and den in the spring of 2012. The flooring used in the kitchen and dining room as a faux slate, a faux wood in the living room and den. We have had no problems with the flooring in our living room and den but, around April of this year (2014) we started seeing separation in our flooring in the kitchen. The separation was occurring in random areas of the floor with no clear catalyst. We have baseboard heat but, not near the problem areas, we had not had any water damage, and there had been no increase in foot traffic. The flooring was installed by contractors who followed all instructions and recommendations. A pad, recommended by [redacted] and purchased at the same time as the floor, was used under the flooring. Once separated, the flooring would not click back together as expected; the grooves were completely worn away.

I contacted the contractors who installed the floor to see if they could do an inspection to determine if it was the laminate flooring or installation which was defective. They determined that it was the flooring as they had installed per the recommendations and had never seen any flooring separate in the places that we were experiencing. We were told that it may be common for separation close to the perimeter with any laminate flooring but, not in the middle of the floor and, certainly not as severe. We contacted Armstrong who told us we had to contact the retailer to initiate any sort of claim process so we went to [redacted] and they entered the claim. Based on our description of the problem and photos that we sent they agreed that the flooring appeared to be defective.

After a month and a half Armstrong finally contacted an inspector who would not be able to see the floor until July, several months after the claim was initiated. At this point the floor has become more and more damaged due to grit and dirt being able to get trapped under it. The edges are even starting to curl up (not from pressure, since they can freely slide)! Additionally, the humidity has impacted the flooring since there are cracks and crevices in so many locations. I conveyed all of these concerns to the inspector. The inspector took measurements all around the area where the damage has occurred but, indicated no deflection was found. After quite some time the inspector moved to another section of the room, one which showed no sign of separation or damage and stated that there was some minor deflection found. This was close to the wall, not in the center of the room, and not near any damage. At this point the inspector left. I speculate that he was sent to work until he found something he could document as an issue. He didn't even look at the other area in the dining area which was showing separation. He had all the ammunition he needed to allow Armstrong to deny the claim. I received notice shortly thereafter that Armstrong has, indeed, denied the claim based on the findings of deflection that the inspector found in the area of the room which was not damaged.

His report states that the “flooring is not flat, the flooring peaks and dips from 1/8” to ¼” over a 6 and 10 foot span (length and width of the room)”; however, consider the following:

1. the inspector used an l-square that didn’t measure beyond 8ths

2. the specifications state the following: “Variations in subfloor flatness should not exceed 3/16" in 10' (4.76 mm in 3.05 m) or 1/8" in 6' (3.17 mm in 1.83 m).”

3. the room is actually 13 x 23.5 ft

4. the ¼” measurement was width-wise yet my flooring is coming apart length-wise!

The room for error is 1/16” (as 3/16” is acceptable); a measurement that the inspector could not make, for a room over 10’. Additional notes from the report: “There is no evidence of damage caused by prolonged or excessive exposure to moisture, or damage caused by rollers or chair casters.”

I called Armstrong to dispute the claim but, they refuse to work with me directly. I was told that since they didn't sell me the product, they will not speak to me. [redacted] has been trying to communicate on my behalf but, ultimately it is I who has the issue and the knowledge of the issue. There is only one inspector in the state of Maine, that I can find, who works with Armstrong. I didn't hire the inspector, Armstrong did. Since I placed the claim I have had at least 3 different contractors, who did not install my flooring, indicate that our floor appears to be defective since the click-lock has failed and the edges are curling up (shrinkage) after only 2 years of normal single family traffic. Armstrong should come good on their warranty! Our warranty is LIFETIME. We have taken excellent care of our floors and take pride in our home. We put our trust in a company who will not stand by its product and it's severely disappointing.Desired Settlement: Product replaced according to the product warranty [redacted]_warranty.pdf):

"What is covered and for how long?

Armstrong guarantees to the original purchaser that for the lifetime of your floor (up to

50 years from the date of original purchase), and in a residential indoor setting, your

locking laminate floor:

• Will not stain.

• Will not fade from sunlight or artificial light.

• Will not show wear-through.

• Will be free from manufacturing defects.

• Will resist water damage caused by normal household spills and cleaning when our

recommended cleaning practices are used.

• Will not unlock at the seams."

"If you make a claim after the first year after date of purchase and before the end of your

limited warranty period Armstrong will provide or pay a percentage of the reasonable

material costs, for repair or replacement, at our option, of the warranted product. This

percentage will be based on the number of years from the date of purchase and the

remaining warranty period of the product, up to the total number of years in warranty

period from date of purchase. For example, for a product, which is covered by a 30 year

warranty, Armstrong will pay 24/30th (or 80%) of the reasonable material costs on an

approved claim submitted 6 years after the date of purchase."

Business

Response:

September 3, 2014Dear [redacted],Thank you for your recent letter dated September 2nd, 2014 concerning the [redacted]’s 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 July 17, 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

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

As indicated in the complaint (copied below), the inspection was flawed for more than one reason. Simply stating that the inspection "revealed no manufacturing defects" does not mean the flooring is not defective, nor absolves Armstrong of their responsibility to the customer. The warranty on this product is a lifetime warranty claiming that it: "Will not unlock at the seams." yet, it has unlocked at several seams without cause. The inspection covered a sub-section of the floor but, the issue at the seams spans the entire room. The 1/16" in variation over the install recommendation (Variations in subfloor flatness should not exceed 3/16" in 10' (4.76 mm in 3.05 m) or 1/8" in 6' (3.17 mm in 1.83 m).) was measured, by the inspector, across the width of the room yet, the seams are unlocking on the ends. The variation measured along the length of the room was within Armstrong's recommendations (as can be seen in the report). The 2 adjacent rooms have Armstrong flooring installed without a single seam unlocking."I received notice shortly thereafter that Armstrong has, indeed, denied

the claim based on the findings of deflection that the inspector found in the

area of the room which was not damaged.

His report states that the “flooring is not flat, the flooring peaks

and dips from 1/8” to ¼” over a 6 and 10 foot span (length and width of the

room)”; however, consider the following:

1.

the inspector used an l-square that didn’t

measure beyond 8ths

2.

the specifications state the following: “Variations

in subfloor flatness should not exceed 3/16" in 10' (4.76 mm in 3.05 m) or

1/8" in 6' (3.17 mm in 1.83 m).”

3.

the room is actually 13 x 23.5 ft

4.

the ¼” measurement was width-wise yet my

flooring is coming apart length-wise!

The room for error is 1/16” (as 3/16” is acceptable); a

measurement that the inspector could not make, for a room over 10’. Additional notes from the report: “There is no

evidence of damage caused by prolonged or excessive exposure to moisture, or

damage caused by rollers or chair casters.”"

Regards,

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]

Review: Armstrong replaced a laminate floor in our kitchen that was defective. After the installer left, I immediately noticed things in the flooring that looked "off". My husband and I were afraid to complain, but after 2 weeks, bubbles appeared in the flooring. We called the installer, who replaced a third of our floor. Within a couple of weeks, more bubbles were showing up, and there were sections of the laminate that looked just like a piece of mica that could be peeled by a fingernail. We called [redacted] Flooring, who was the local distributor of Armstrong Flooring. I swear to you, the manager came to the house, took one look and 2 pictures and said that he had all he needed, that there was "definitely something wrong with the flooring". He, in turn, got in touch with Armstrong, who sent a representative. Who, in turn, told my husband that when no one was around, I probably washed the floor with water (that's a "no-no"). Having had laminate flooring before, I already knew water wasn't supposed to be used on this product. The rep then went down to our basement, looked up to the ceiling and said, "Oh, you have moisture issues, that's why your flooring is bad". He took ONE board, which supposedly passed all of Armstrong's tests. [redacted] Flooring felt so bad over the denial that they offered us 2 boxes of the flooring for free. I disputed the claim with Armstrong, who politely told me that their decision was final. A couple of things interest me: When Armstrong replaced our first floor, I noticed that the particular flooring was soon discontinued. And why, oh why, would a flooring company make a flooring, tout it as being a good product for kitchens, even though no water should ever land on it? I've also found various websites with Armstrong Laminate complaints, and they all sound so much like ours. And the answers these people get from Armstrong are ALL the same (we even got the same answers)- YOU MUST be using water. YOU have a moisture problem in your basement. You MUST have had a overflowed sink-even when the damage on the flooring is at the opposite end from where the sink is positioned.

I seriously doubt I will gain anything from this except more aggravation. BUT, I would like this to go on record, in case anyone else complains to you about Armstrong's laminate flooring. Because most likely, the people complaining are telling the truth. I am so upset over how the floor looks, and we cannot afford to have it replaced. I will never understand how they can make a product for a kitchen floor that cannot withstand ANY water, whatsoever.Desired Settlement: My husband and I both feel Armstrong should replace our floor. We would be more than happy to choose a higher-quality product and pay the difference. We would NEVER use laminate in our kitchen again. Even the Armstrong rep implied that the flooring was "cheap". Way to go, Armstrong~

Business

Response:

November 11, 2014Dear [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

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because: The flooring in question was put in because the prior flooring from Armstrong was defective. The time between when the old flooring was removed and the new one installed wasn't [redacted]. 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 flooring. Oh, and the fact (according to the rep) I washed the floor with water when no one was looking. How a floor could look that badly in 2 weeks is beyond me. That's when I started complaining, that's when the first set of boards were removed and replaced. If that flooring couldn't hold up for [redacted]er than 2 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 one. Because I don't have the money to hire a lawyer. The 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 experiences. And I have. And they've listened. Perhaps others will complain. And maybe more people will check the complaint websites on this product, because there are many.

Regards,

Review: Ordered [redacted] Groutable Tile on January 19, 2010 for $2,073.39 from [redacted] ND [redacted]. Flooring was installed on February 23, 2010 by [redacted] (professional floor installer from our retail store) for $1,421.00. Total cost of flooring: $3,494.39 Almost immediately, we had problems with the floor edges curling and wear through of the tiles. Formal complaint was made by our retailer to Armstrong World Industries, January 2014. Pictures of our flooring were sent to the Armstrong Representative on January 21st, with Representative visit on 2/3/14. Our claim was denied. Our retailer sent two different professional flooring installers to look at our floor who agreed the floor was wearing through with some tile edges lifting. Our retailer appealed the denial of our claim but we received a denial letter dated June 19, 2014 that the problem was not a manufacturing defect.The warranty on our floor is a "Lifetime Limited Residential Warranty...that means for the life of the floor, the product above...will not wear through*...will not contain manufacturing defects...the edges of the flooring will not curl". In addition, the warranty states if these should happen, Armstrong will furnish comparable flooring...and if it was professionally installed, Armstrong will also pay reasonable labor costs for the direct repairs or replacement. We are in the process of working with our retailer to replace this flooring. This is a considerable expense and I am requesting that Armstrong World Industries honor their warranty and authorize an adjustment for replacement.Desired Settlement: Refund of initial flooring costs in amount of $3,494.39

Business

Response:

August 22, 2014Dear [redacted]:Thank you for your recent letter dated August 20, 2014 concerning the [redacted] flooring.We have again reviewed the report from the inspection done by the distributor representative. Our position remains the same as stated in the June 19, 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. An inspection was done and the findings revealed no manufacturing defects. Therefore, 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 [redacted] so she is aware of our correspondence.)Sincerely,Customer Relations and Technical Services Armstrong Floor Products

Consumer

Response:

[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]

Review: [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,

Consumer

Response:

[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]

Review: [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,

Business

Response:

September 12, 2014Thank 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

Review: Our floors were installed by a local installer "[redacted]" in [redacted] NE. Almost immediately after the floor was put in, a white film and flaws in overall finish started appearing. The entire floor is spitting and in cracks a whitish compound is appearing. The overall finish is cloudy and gets worse with each cleaning (using Armstrong only cleaner). We had pictures taken, and the local distributor took pictures and determined the wood to have defects in finish. A Sales rep ([redacted]) cam from [redacted] MO to look and said the same thing. The flaws appear in the wood that is installed, on the extra boards I have in the basement (un used or installed) and a left over box at "[redacted]".

The Rep from [redacted] said he'd process the claim and be in contact over the next few days. That was almost two months ago and now I can not get this individual to respond nor can "[redacted]". He took the samples back so "[redacted]" no longer has the faulty boards as proof. However, both them and I have pictures and still have left over uninstalled boards showing the issue.Desired Settlement: I want a the defective wood replaced and warranteed at no cost to me. I want housing paid for for the time we can not live in the home while the floor is put in. I would also like a formal appology form the company and acknowledgment of their failure to stand by their product.

Business

Response:

Please see attached response.

Review: I contracted to have Armstrong Vinyl sheet flooring installed to replace existing worn out vinyl flooring. There is a problem with either the product or the installation and the installing retailer refuses to communicate with me regarding the problem and its resolution. I contacted Armstrong's customer service as instructed in the terms of their warranty as I was having problems with the retailer. The customer service rep dragged out my phone call continuing to insist that my only recourse was to contact the retailer who would not return my communications until after 4:30 pm. When I asked to speak to a manager she insisted that ALL managers had left as the office closes at 4:30. The retailer refuses to discuss warranty issues and Armstrong refers me back to the retailer. I guess the "limited lifetime warranty" of the flooring I purchased is limited by the refusal of either the retailer or Armstrong to honor that warranty.Desired Settlement: I contracted to have a beautiful, long lasting (lifetime warranty) floor covering installed in three areas of my home. Two of the three areas are ugly due to either product defects or installation problems. The retailer who sold me the flooring and subcontracted its installation refuses to consider any warranty claim and Armstrong will only refer me back to the retailer not even making an attempt to urge the retailer to satisfy my claim.

Business

Response:

May 13,2013

Revdex.com 1337 North Front Street Harrisburg, Pa 17102

ID [redacted]

Thank you for your recent letter about [redacted]’s flooring issue.

The consumer will need to go to the retailer and follow the below as stated in the warranty.

What should you do if you have a problem?

We want you to be happy with your Armstrong floor. If you’re not, call your retail store. They can answer your questions and, if necessary, begin to process a claim. If you have further questions, please contact us at [redacted]. PLEASE KEEP YOUR RECEIPT. The receipt is required to verify proof of purchase and purchase date.

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 Armstrong Floor Products

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because: Since the dealer I bought the flooring from refuses to communicate with me regarding this matter I expected a manufacturer with a legitimate warranty program to intervene in providing warranty support to the end customer. In my case, the lifetime warranty offered by Armstrong is totally worthless as their dealer now refuses to respond to any of my attempts to communicate with them. It would seem that if Armstrong truly intended to honor its warranties it would have a procedure in place to assist customers whose dealers are unresponsive.

Regards,

Business

Response:

May 29, 2013

Revdex.com OF METRO WASHINGTON DC & EASTERN PA 1337 NORTH FRONT STREET HARRISBURG, PA 17102

Dear [redacted]

Thank you for your recent letter dated 5/20/2013 & 5/22/13 concerning **. [redacted]'s floor.

Our records show that [redacted], has been in contact with the above customer. She is trying to help resolve the issues with his flooring.

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

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

Review: Purchased engineered hardwood. The stain finish was defective leaving exposed unfinished wood. The product was delivered 5 different times all with the same issues after repeated assurances from the retailer and supplier that the product would be good. A little background, my wife and I are having flooring installed by [redacted] in [redacted], Ohio. We selected and paid for engineered hardwood (American Handscraped - in Autumn Blaze). I pulled our old floors (carpet and linoleum) and removed all furniture and applainces for the install. The flooring was delivered to "acclimate". A few days later the installer noticed that there was missing stain in spots on about 50% of the product. More was ordered and elivered 2 days later. Same issue with the stain as before. The retailer contacted the supplier who assured us that a non damaged product would be delivered. We recieved a call on the 3rd delivery day saying that the product was still defective. We were then notified by the retailer that "Armstrong" was contacted and assured that a solution would be found and the next batch of product would be good. I took a day off of work today to await the floor's arrival. The installer opened the first box and right on top was a defective board(10 defective boards in the first box). Again we were told to that the manufacturer would correct the problem and new product would be delivered today. I took another day off work and again the product is defective. T

I am extremely displeased and put out by the lack of quality of the product we chose. We have been living on microwaved food, fast food and restaurants, taking dirty laundry elsewhere and using a refrigerator in the garage for a couple weeks now. According to [redacted] they have received more complaints about the American Scrape flooring. They mentioned that 1000s of square eet of the product has been installed in homes already. My wife and I went to [redacted] to choose another flooring option. They said that people at Armstrong jassured their supplier that the problems were fixed and that we will get our floor elivered this Friday the 10th. This has been going on for a month now and I am as frustrated as can be. [redacted] said that they are trying to reach a financial agreement with Armstrong and/or their supplier and my wife and I would be credited with anything left over from paying the installers for thier lost time at my house, so far 4 trips.Desired Settlement: and refund the chatges on our credit card

Business

Response:

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

Consumer

Response:

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,

Review: I purchased flooring that was supposed to last 15 yrs. The flooring began to fail. The installer said the flooring was failing and promised a rebate then refused to provide the rebate. I complained to Armstrong but they just keep telling me to go back to the man who refuses to do anything.Desired Settlement: I would like my floor fixed.

Business

Response:

November 22, 2013

Thank you for your recent letter dated October November 4, 2013 concerning [redacted] floor. I called the retailer [redacted] and spoke with [redacted] who stated that the credit is still open and the customer will need to work with him. This is a accommodation credit from the retailer.

We appreciate your interest in the 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,

Review: I fell in love with Armstrong Padua Limestone vinyl flooring years ago, and bought a sample. I loved it. It matched everything I already had, and all the things I wanted. I worked on my dream kitchen and breakfast room for years, a little at a time as my free-time and budget would allow, matching EVERYTHING to this flooring sample. Paint for two rooms. The color of my stamped concrete patio. My granite counter top. Rugs. I occasionally phoned a retail store or Headquarters to verify that the floor was still available. NO ONE EVER mentioned that I should get an updated sample. NO ONE EVER mentioned that the color had been 'updated'. As a customer, I knew to ask for Padue Limestone, as that was the pattern and color I wanted, that I'd built EVERYTHING around. I never in my wildest dreams thought you'd change the color of the floor and keep the name the same. (Who does that??) And not just a little color change, a HUGE change - from a beautiful white/gray to ALMOND!! Websites sometimes suggest to get a sample, to not go by the color flooring appears on a computer. But NO WHERE does it say to 'make sure you have an updated sample'!

Imagine how I felt when I walked in my house and wondered why the floor looked so YELLOW. The wrapper on the flooring said Padua Limestone. The invoice said Padua Limestone. I looked at it, still rolled, in my garage before the installer began working. It looked like the floor I THOUGHT I was getting. But when I returned home from an errand and saw the flooring, already cut, in the first of the two rooms, I was in shock! I laid my sample on it and cried. I felt sick. I know it's just a floor, not life or death, but this was the LAST thing to go into this project. And it's WRONG. It's YELLOW. (Excuse me, ALMOND. Not gray. Not white. ALMOND. Doesn't match gray or white caulk, it matches ALMOND perfectly.)

I was initially upset with [redacted], as they sold me the flooring. But they sold me what I ordered. It's you, Armstrong Flooring, that acted irresponsibly. You changed the color of a floor, without changing the name of the color. You are the one that misrepresented a product.You are the one that could have easily prevented this. You are the one that was irresponsible. Shame on you! How can you change the entire color family of a floor and not change the name of the color?? How are we, the customer, supposed to know that??? I'm a do-it-yourselfer, with little time to work on projects, and not wealthy enough to pick everything out and have a project started and finished quickly. HOW WAS I TO KNOW the color would be SO different?? I have to learn to not hate a floor that I paid a lot of money for, $1539.92, not including installation, to be exact. I have to live with a situation that could have so easily been prevented with a simple color name change. At the risk of being redundant, all you had to do was change the name of the color, and you wouldn't have a customer filing a complaint against you.Desired Settlement: Armstrong is too big to let this happen, to be this irresponsible. I am hoping you begin renaming colors when you update or change them. I am hoping you'll be more diligent in passing along information about color changes to customer service reps, salespeople and distributors so this type of circumstance doesn't happen again. I am hoping you fix this issue for others in the future so you can prevent the good name of Armstrong from being tarnished. And, I am hoping to be compensated in some way for my time, trouble, inconvenience and the fact that my floor is ALMOND, NOT GRAY. It won't change the fact that my floor is the wrong color, but it would afford me the financial means to repaint the walls and accessorizing differently to avoid having to replace the floor.

Business

Response:

May 29, 2014Dear [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,

Review: My builder installed [redacted] Hardwood flooring using a subcontractor that has since gone out of business. The flooring has a defect in 1 area that was replaced by the builder on a 6 month walk through. When I contacted [redacted] Homes (the builder), they told me that I should file a warranty claim with Armstrong, the makers of [redacted] Hardwood, and that should be easily fixed. After working with the company for months, they apparently have no interest in honoring they flooring warranty. After several phone calls and email exchanges, I was able to get them to send out a warranty inspector, who came, looked, and left. I never heard anything from Bruce, until I emailed the company. They claimed to have called [redacted] Flooring (which had been out of business for more than 5 years) and given them the report. When asked what the report was, they advised me that it was denied due to excessive moisture and wear from kitchen chairs. The chairs have plastic sliding feet on them as their warranty requires and the moisture claim they make is nonsense as the issues affects an area approximately 3 feet by 3 feet, not they entire floor area ( which is in excess of 800 sq feet approximately) and is cleaned in the same manner.Desired Settlement: While it would be expected to be repaired under the terms of their warranty, that apparently will not occur. It would be nice to have them acknowledge the run around and time that it has taken me to communicate with their company and offer some apology or renumeration for the issue with their product, even if it does not involve the full cost of replacement. Discounts on material to make the repair would be appreciated. The company continues to advertise it's warranty as a central part of it's business model to entice business. If such severe limitations and complicated processes are involved in obtaining warranty service are involved, they should be required to clearly list the limitations of that warranty and warn the consumer of it's almost non applicability to 99% of situations. Apparently they need to state that the warranty covers flooring installed in a house that will not be walked upon, have kitchen tables placed upon or handle minor spills from children knocking cups over?

Business

Response:

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

Review: This complaint is against Armstrong Flooring (Armstrong Case [redacted]). In July 2012 we had over 2200 square foot of premium ¾ hardwood floor installed in our home. About a month after the floors installation we noticed a few spots where the protective clear coat had peeled off the wood surface. After another month surface cracks started to appear. We contacted [redacted] where the product was purchased and showed them the defects. The manager of the flooring section informed me that they would file a case with Armstrong and have a representative come out. Several more months passed with no response from Armstrong so I started calling Armstrong direct. Armstrong sent a independent representative out to inspect the floor and confirmed areas of the floor it to be defective. As Armstrong had taken months to response I had already contacted an attorney. I was instructed to had a second inspection completed, which again confirmed Armstrong product was defective. The product was not defective when it was installed and therefore meets the terms and conditions of Armstrong’s written warranty. At the direction of my legal counsel, I recorded my last three phone conversations with the Armstrong representative, [redacted] that told me Armstrong was going to take care of the issue and for me to get an estimate. I ask Armstrong for a contractor that they trusted, but none was offered. I selected a local company and submitted the estimated. The last phone call I had with the Armstrong the representative told me that [redacted] would contact me. This has not happened and I feel this is just another attempt by Armstrong to delay correcting their defective product.Desired Settlement: Fix the defective product

Business

Response:

Please see attached response.

Review: In December 2011, several rooms in my home were professionally re-floored with Armstrong laminate flooring. In July 2012, an area of the floor buckled and cracked the flooring material in several places. I notified Armstrong World Industries, Inc. and they sent a representative to evaluate the damage.

After several months of evaluation by various flooring experts, Armstrong agreed to reimburse repair costs stating, “In review to-date our accommodation for your non-warranted issue is reasonable labor cost and material repair as quoted by a professional contractor of your choice.”

My quoted cost for labor from [redacted], VA is $1695.00, and the estimate for materials is $2158.89. Armstrong has previously sent me a check for $669.79. I requested reimbursement for the labor and materials minus the previous payment, totaling $3184.10.

In reply to my request, Armstrong sent the following:

From: [redacted]]

Sent: Thursday, April 25, 2013 3:16 PM

To: [redacted]

Subject: RE: Evaluation of Armstrong Laminate Flooring Damage

**. [redacted]:

Thank you again for the immediate follow-up regarding your issue. Our offer to finally resolve your issue is either of the following; 24 cartons of “material” only or cash settlement of $2200.00 minus the $699.79(already paid to you) for a cash settlement balance of $1500.21.

I hope you find this information to be helpful. Please feel free to contact me at [redacted], 8:00 am to 4:30 pm, EST, Monday through Friday with further questions. Our entire product line, Design a Room, and retailer locator are available on our website at www.armstrongfloors.com. Technical product information is also available on our technical website at www.floorexpert.com.

Best Regards,

Customer Relations & Technical Services

Armstrong Floor Products

Phone: ([redacted] x [redacted]

Fax: [redacted]

Email: [redacted]Desired Settlement: Armstrong provide reimbursement for the labor and materials minus the previous payment, totaling $3184.10.

Business

Response:

Please see attached response.

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

The warranty damage to my floor that occurred 6 months following installation requires replacement at a cost of $3853.89 which I have asked Armstrong to reimburse. Armstrong has offered me $2200.00 [“Our offer to finally resolve your issue is either of the following; 24 cartons of “material” only or cash settlement of $2200.00 minus the $699.79(already paid to you) for a cash settlement balance of $1500.21.”, Armstrong email, Thursday, April 25, 2013 3:16 PM]. I believe this leaves too much cost out of pocket to me for the repair and have turned to the Revdex.com to help resolve and/or arbitrate a settlement.