Initial Business Response /* (1000, 5, 2015/04/27) */
*** *** contacted Thoroughbred with concerns that their newly replaced carpet was not wearing well and meeting their expectations and also, they were unhappy with a visible seam in hallwayThoroughbred filed a claim with the
manufacturer, Shaw Industries, stating their concernsWe also sent the installer back out to repair or "cut down" the seamIn our opinion, the seam was fine and was not a problemSeams will never be entirely invisible; which they were told in the store by the salesperson and also myself, when I was out at the home measuringShaw Industries sent out an inspector to see if there was a defect with the carpet or the installationThere was no defect found and they were advised at that time to have the carpet professionally cleanedA few months later, they called again and wanted myself, the manager, to stop out and look at the carpet againI did go out to the houseIt was clear that the only problem was poor maintenance and self inflicted wearI asked the ***s' if they wore their shoes in the home and they stated that they did I told them this was one of the reasons their carpet was wearing poorlyWhen shoes are worn in the home by all four adults that live there, the carpet will break down due to the dragging of the shoes on the fiberI advised them to vacuum weekly, have the carpet professionally cleaned per the manufacturer guidelines, and to stop wearing shoes in the homeThe ***s' have yet to have their carpet professionally cleanedWe are sorry that they are unhappy with the purchase of this particular flooring, but there is nothing more that we can do for them on our end as a companyThey have purchased other flooring from us and we have not heard of any complaints or issues with the other products installed in the home
***-Store Manager
Initial Consumer Rebuttal /* (3000, 7, 2015/04/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We were not informed that seams showing was normal
There are very visible seams in the hallwayThe letter received from Shaw Industries does not state shoes should not be worn on the carpetFurthermore there are only people living in our homeOne person wears shoes or slippers all of the time, one person that wears shoes or slippers percent of the time and the third person does not wear shoes in the house but wears slippers in the evening during the winter monthsShaw Industries recommended vacuuming traffic areas dailyWe were never told by Thoroughbred that the seams would show, not to wear shoes or slippers on the carpet, that you needed to vacuum daily or that the carpet needed to be professionally cleaned every 12-monthsHad we known about this we would have not purchased the carpet
Final Business Response /* (4000, 9, 2015/05/05) */
The ***s should take up their complaint with Shaw Industries since they are not happy with the performance of the carpetWe have already contacted them on their behalfThey may also want to hire their own inspector since they disagree with the professional findingsWe consider this matter closed on our endWe will resend them the warranty information for the carpet they purchased
Initial Business Response /* (1000, 10, 2016/01/07) */
Thoroughbred Carpets installed Armstrong Luxury Vinyl Tile at the [redacted]'s home in December 2011. Thoroughbred Carpets installed the flooring to manufacturing specs. Six months after installation, [redacted]'s called with concerns of the grout...
discoloring. We sent the installer out to look at the issue. Upon inspection, our installer noticed "black gunk" between the grout lines coming from the garage door. We did at this time repair the grout of the entire floor (at our expense) even though this was a consumer related issue. Within six months, they called again stating hair-line cracks appearing in more than six spots. We sent the installer back out and upon inspection he did notice extremely small hair-line cracks. He let the [redacted]'s know that repairing the floor would not be a permanent fix. [redacted]'s stated they would like it repaired. The installer also let the [redacted]'s know that the cause of the cracks was due to expansion and contraction because of inconsistent temperatures in the home (hot/cold). Thoroughbred Carpets once again repaired the grout (at our expense). The [redacted]'s are not willing to accept our response to this matter and that indeed expansion and contraction has taken place and this is the only issue it could be. At this point in time, Thoroughbred Carpets feels that we have done all that we can do to keep the [redacted]'s a valued customer.
Initial Consumer Rebuttal /* (3000, 16, 2016/01/22) */
Per phone from consumer: "the original call for repair was within 4 months of the install of the tile. This call was for the hairline cracks that appeared shortly after installation. The guy who came out to fix the issue noticed the discoloration. This fix worked for maybe three months. I tried to call again for another repair and they came out a few months later. The repair guy at that repair said that this grout could be a bad batch and the repair wasn't going to be permanent. I was under the assumption that the grout guy would be re-grouting between the tiles. When I contacted them again about this issue in late 2014 I heard nothing. I kept contacting them through 2015 and no response until very late in 2015. This issue is consistent throughout and we had a HVAC person out who addressed any possible environment issue in regards to humidity or temperature changes that could have caused these issues. The HVAC guy said that because we have central air this is not an issue and it would have to be an issue with the grout."
Final Business Response /* (4000, 18, 2016/02/01) */
As stated previously, we fee the [redacted]'s are not willing to accept or response. We consider this matter closed.
Initial Business Response /* (1000, 5, 2015/04/27) */
*** *** contacted Thoroughbred with concerns that their newly replaced carpet was not wearing well and meeting their expectations and also, they were unhappy with a visible seam in hallwayThoroughbred filed a claim with the
manufacturer, Shaw Industries, stating their concernsWe also sent the installer back out to repair or "cut down" the seamIn our opinion, the seam was fine and was not a problemSeams will never be entirely invisible; which they were told in the store by the salesperson and also myself, when I was out at the home measuringShaw Industries sent out an inspector to see if there was a defect with the carpet or the installationThere was no defect found and they were advised at that time to have the carpet professionally cleanedA few months later, they called again and wanted myself, the manager, to stop out and look at the carpet againI did go out to the houseIt was clear that the only problem was poor maintenance and self inflicted wearI asked the ***s' if they wore their shoes in the home and they stated that they did I told them this was one of the reasons their carpet was wearing poorlyWhen shoes are worn in the home by all four adults that live there, the carpet will break down due to the dragging of the shoes on the fiberI advised them to vacuum weekly, have the carpet professionally cleaned per the manufacturer guidelines, and to stop wearing shoes in the homeThe ***s' have yet to have their carpet professionally cleanedWe are sorry that they are unhappy with the purchase of this particular flooring, but there is nothing more that we can do for them on our end as a companyThey have purchased other flooring from us and we have not heard of any complaints or issues with the other products installed in the home
***-Store Manager
Initial Consumer Rebuttal /* (3000, 7, 2015/04/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We were not informed that seams showing was normal
There are very visible seams in the hallwayThe letter received from Shaw Industries does not state shoes should not be worn on the carpetFurthermore there are only people living in our homeOne person wears shoes or slippers all of the time, one person that wears shoes or slippers percent of the time and the third person does not wear shoes in the house but wears slippers in the evening during the winter monthsShaw Industries recommended vacuuming traffic areas dailyWe were never told by Thoroughbred that the seams would show, not to wear shoes or slippers on the carpet, that you needed to vacuum daily or that the carpet needed to be professionally cleaned every 12-monthsHad we known about this we would have not purchased the carpet
Final Business Response /* (4000, 9, 2015/05/05) */
The ***s should take up their complaint with Shaw Industries since they are not happy with the performance of the carpetWe have already contacted them on their behalfThey may also want to hire their own inspector since they disagree with the professional findingsWe consider this matter closed on our endWe will resend them the warranty information for the carpet they purchased
Initial Business Response /* (1000, 10, 2016/01/07) */
Thoroughbred Carpets installed Armstrong Luxury Vinyl Tile at the [redacted]'s home in December 2011. Thoroughbred Carpets installed the flooring to manufacturing specs. Six months after installation, [redacted]'s called with concerns of the grout...
discoloring. We sent the installer out to look at the issue. Upon inspection, our installer noticed "black gunk" between the grout lines coming from the garage door. We did at this time repair the grout of the entire floor (at our expense) even though this was a consumer related issue. Within six months, they called again stating hair-line cracks appearing in more than six spots. We sent the installer back out and upon inspection he did notice extremely small hair-line cracks. He let the [redacted]'s know that repairing the floor would not be a permanent fix. [redacted]'s stated they would like it repaired. The installer also let the [redacted]'s know that the cause of the cracks was due to expansion and contraction because of inconsistent temperatures in the home (hot/cold). Thoroughbred Carpets once again repaired the grout (at our expense). The [redacted]'s are not willing to accept our response to this matter and that indeed expansion and contraction has taken place and this is the only issue it could be. At this point in time, Thoroughbred Carpets feels that we have done all that we can do to keep the [redacted]'s a valued customer.
Initial Consumer Rebuttal /* (3000, 16, 2016/01/22) */
Per phone from consumer: "the original call for repair was within 4 months of the install of the tile. This call was for the hairline cracks that appeared shortly after installation. The guy who came out to fix the issue noticed the discoloration. This fix worked for maybe three months. I tried to call again for another repair and they came out a few months later. The repair guy at that repair said that this grout could be a bad batch and the repair wasn't going to be permanent. I was under the assumption that the grout guy would be re-grouting between the tiles. When I contacted them again about this issue in late 2014 I heard nothing. I kept contacting them through 2015 and no response until very late in 2015. This issue is consistent throughout and we had a HVAC person out who addressed any possible environment issue in regards to humidity or temperature changes that could have caused these issues. The HVAC guy said that because we have central air this is not an issue and it would have to be an issue with the grout."
Final Business Response /* (4000, 18, 2016/02/01) */
As stated previously, we fee the [redacted]'s are not willing to accept or response. We consider this matter closed.