Armstrong World Industries

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: Armstrong Industries has not responded to my request(s) in my letter dated September 8th, 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, 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 himIn 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 informationLastly, 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 and I intend to continue to appeal Armstrong's denial of my claim Regards, [redacted]

March 4, Dear [redacted] ,We have received your February 27, letter about [redacted] ’s complaint.We’ve thoroughly reviewed the situationBased on the inspection results from the distributor representative, no manufacturing defects were foundOur company’s position was stated in a letter sent to ** [redacted] February 2, 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 handleThe inspection results did not find any manufacturing defectsTherefore, based on the inspection findings, we will not be able to authorize an adjustment or further investigation.We appreciate your interest in consumer problems(A copy of this letter has been sent to ** [redacted] so he is aware of our correspondence.)Customer Relations & Technical Services Armstrong Floor Products

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: I reject Armstrong’s denial of my appeal dated Aug 22nd, 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 household useWill not permanently indent from household useWill not bottdiscolor 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, there is considerable “Wear through” of my flooring “Wear through [redacted] as defined in the Warranty Guide is defined as “loss of the floor design due to household use.” Secondly, the Armstrong Representative and 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 claimSincerely,

May 29, Dear [redacted] ,Thank you for your recent letter dated May 23, concerning [redacted] sheet vinyl flooring order that was placed.Weve thoroughly reviewed the situationFlooring may not match display samples and/or existing flooringDifferences between the pictures on our website and the actual product could vary due to variations in color and monitor settings for your computer as wellTo keep up current trends and colors, Armstrong introduces new patterns continuously, as well as discontinues old patterns.We appreciate your interest in consumer problemsWe hope this information will help youA copy of this letter has been sent to [redacted] so she is aware of our correspondence.Sincerely,

September 12, 2014Thank you for your recent letter dated September 8th, concerning the [redacted] laminate flooring-We’ve thoroughly reviewed the report from the inspection done by an independent inspection companyOur position remains the same as Stated in the email sent to the [redacted] on 1/25/Please be assured that Armstrong investigates each flooring complaint it receives to address the individual circumstances and determine the best way to handleThe inspection revealed no manufacturing defects and no issues that would be covered under our warrantyWe 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

April 30, Dear [redacted] i,Thank you for your recent letter dated April 28, concerning [redacted] s hardwood flooring.We've thoroughly reviewed the situationAfter an inspection was done at the consumers home, our findings revealed no manufacturing defectsThe consumer was informed of our findings from this inspection, in a letter dated February 27, 2014.We appreciate your interest in consumer problemsWe hope this information will help youA copy of this letter has been sent to [redacted] so he is aware of our correspondence.Sincerely,

February 10, 2016Dear [redacted] ,Thank you for your recent letter dated February 3, concerning this customers hardwood floor.We’ve thoroughly reviewed the situationOur records indicate that the customer called us concerning his/her floor on January 26, Per our procedures, we advised them to return to their retailer with proof of purchase and the retailer would have to file a claim on their behalfThe retailer has yet to contact us to file the claim.We appreciate your interest in consumer problemsWe hope this information will help youA copy of this letter has been sent to [redacted] so she is aware of our correspondence.Sincerely.Claims Representative Armstrong Floor Products

--------- Forwarded message ---------- From: Revdex.com of Metro Washington DC< [redacted] >Date: Mon, Mar 9, at 10:AMSubject: Fwd: Complaint ID [redacted] To: [redacted] < [redacted] > ---------- Forwarded message ----------From: [redacted] *** < [redacted] >Date: Fri, Mar 6, at 8: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

December 23, Thank you for your recent letter concerning the ***’s flooring issue.We’ve thoroughly reviewed the inspection done by our Armstrong representativeOur position remains the same as stated in the May 21, letterPlease be assured that Armstrong investigates each flooring complaint it receives to address the individual circumstances and determine the best way to handleThe inspection revealed no manufacturing defectsWe are unable to authorize an adjustment or further investigation.We hope this information will help you in your investigationA copy of this letter has been sent to Robin Peveri.Sincerely, Armstrong Floor Products Customer Service

Subject: [redacted] **Augusta, GA30904Dear [redacted] ,Thank you for your recent letter dated March 5th, concerning Ms***'s vinyl flooring.We’ve thoroughly reviewed the situationWe suggest the consumer to go back to the [redacted] ask the retailer to contact Armstrong to start the claims processThe issue the customer is having is covered under warranty.We appreciate your interest in consumer problemsWe hope this information will help youA copy of this letter has been sent to Ms [redacted] so she is aware of our correspondenceSincerely, Customer Relations & Technical Services Armstrong Floor ProductsRe: [redacted] ***

December 23, 2014Thank you for your recent letter concerning the ***’s flooring issueWe’ve thoroughly reviewed the situation address in the letterThe concern as stated in the December 1, letter is not covered underneath the warrantyPlease be assured that Armstrong investigates each flooring complaint it receives to address the individual circumstances and determine the best way to handleIf the consumer has any concerns or questions he can contact the retailer where the material was originally purchased fromWe are unable to authorize an adjustment or further investigation.We hope this information will help you in your investigationA copy of this letter has been sent to [redacted] ***Sincerely, Armstrong Floor Products Customer Service

October 23, 2014Dear [redacted] ,Thank you for your recent letter dated October 21st, concerning [redacted] 's vinyl flooring.Please contact your retailer to have a claim started for the vinyl that is installedIf your retailer has any questions, please have them contact the Armstrong claims department at ###-###-####, Prompt 2,4.We appreciate your interest in consumer problemsWe hope this information will help youA copy of this letter has been sent to [redacted] so he is aware of our correspondence.Sincerely,Customer Relations & Technical Services Armstrong Floor Products

July 29, 2014Thank you for your recent letter about [redacted] 's flooring issue.We’ve thoroughly reviewed the situationIn July of an inspection of [redacted] 's was preformedA turndown letter was forwarded to [redacted] on 7/30/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

Complaint: [redacted] I am rejecting this response because: -------- Forwarded message ----------From: Revdex.com of Metro Washington DCDate: Fri, Jun 19, at 8:AMSubject: Fwd: complaint#: [redacted] .To: [redacted] < [redacted] @myRevdex.com.org> ---------- Forwarded message ---------- From: [redacted] < [redacted] @ [redacted] .com>Date: Fri, Jun 19, at 7: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 evenPlease 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 finishThat 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 behalfWe had to wait for him, because Armstrong wouldn't take it from us.Finally he did it, but his inspector was manipulating the picturesThe inspector was lyingWhen he was in our home he said the installation is good, he doesn't know what is the problem he need to contact the manufacturerSince 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] ***

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

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

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [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 [redacted] cause for the issues with our flooring, including none which are *not [redacted] coveredIf *none [redacted] of the exceptions outlined in the warranty are found to cause issues outlined in the same warranty *as covered [redacted] 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 $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] ***

October 17, 2014Thank you for your recent letter dated 10/16/about [redacted] ***’s flooring issue.We’ve thoroughly reviewed the situation and our currently in communication with the consumer directly to resolve the issueAn 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

December 23, 2014Thank you for your recent letter about [redacted] ’s flooring issue.Please be assured Armstrong World Industries, Incinvestigates each flooring complaint it receives to address the individual circumstances and determine the best way to handleChanges 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 changeArea rugs should be moved occasionally, as they block sunlight and may give the appearance of discoloration under the rugWe’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