Canton Center Auto Repair

Date Sent: 6/26/12:00:AMThis business response was received by Revdex.com via email and is a copy/paste.Please also refer to the attached documentWilloughby, June 26, 2017Revdex.comEuclid Ave., 4th FloorCleveland, OH 44115Attn: [redacted] / Dispute Resolution SpecialistRef: Revdex.com Complaint ID [redacted] Bestlaminate was contacted by the customer on and informed about a quality issue related to cracks and finish chipping of the laminate planks after installation Standard procedure, in the case of a quality claim, is to request product images or samples of the damaged planks to determinate if the issue is quality related and falls under the warranty claimOn June 12th we requested images of the affected floors, and we received photos from the customer on the June 14th.For all quality claims, Bestlaminate is not a warrantor, but a third party dealer between the customer and the producer of the materialAs the dealer, we act as the first step in assessing the damage and beginning any manufacturer claims and inspections if it falls within the warranty termsBelow is the Manufacturer Defects and Warranty policy outlined on our website.Manufacturer Defects and Warranty“In rare cases, you may find damage due to the manufacturerIn case of a damage claim, the customer is responsible for sending product samples and/or photographs of the problem to BestlaminateIf the samples or photographs cannot identify the problem(s), we will schedule a certified inspector visit to look at the floorAfter an inspection, we will receive a written report on the inspectors’ findingsIf the product has a manufacturing defect, a replacement will be shipped to you at no costIf the product you originally purchased is discontinued or out of stock, you can select a product from a similar price and quality products groupIf a manufacturing defect is not confirmed by the inspector, the customer is responsible for inspection cost.”In this case, after initial evaluation of images and discussion with the customer, we concluded that the reason for chipped floor edges is improper installation technique used, specifically by using a tapping block and a hammer to tap planks togetherThis technique is not proper for this kind of floor because it causes breaking within the locking system and destroys integrity of the boardsBig warnings about this common mistake is listed on each box of the flooring, as well on the product page on our website.We also conducted a quality check on the current inventory, and no quality issues were found on current or past lots of this flooring, which confirmed our assessment to classify it as an installation damageBelow is our Installation Damage policy outlined on our website.Installation Damage “Products not installed correctly will not be considered defective and we are not responsible for any costs associated with wrong installation or installation of damaged or wrong materialsYou and/or your installer are responsible for checking the materials before installationBestlaminate will not refund labor cost for installed materialsPrior to installation check for: color, finish, any abtexture/finish and qualityDouble check that you have received the proper productShould you notice these or any other problems after opening to boxes, do not install the materialPlease contact us right awayIf you continue to open more than three (3) boxes without contacting us first, we cannot be responsible for replacing the opened boxes.Boards that are damaged out of the box, before installation, should never be installedOnce boards are installed, the customer accepts the condition of the planks, which is stated in the flooring warranty available on our websiteOur website also outlines the below statement on quality issues:Quality Issues “If for some reason you are not happy with the quality of your material, do not install the floor and contact us as soon as you canAfter opening no more than three (3) cartons, if you notice a possible defect, STOP and contact us right awayDo not continue with the installationWe will not refund you for products that were opened after the first three cartons.”The customer was informed about the above the conclusion and we offered the following options to help resolve her case:Return unopened boxes for a full refund per Bestlaminate return PolicyWe even waived $return shipping fee that we normally charge on all returns, and are accepting the materials after the 30-day refund termsReplacement / exchanging the flooring for another flooring option.Our Return Policy states: “We'll exchange your item for something new or refund your moneyYou can return your products within days from the date of your purchase for a full refund of the purchase price minus shipping cost.Original shipping charges are not refundable and you are responsible to ship the product back to us at your own expenseWe offer a flat return shipping rate of $159, limited to up to one skid shipmentIf you return more than one skid of flooring, contact us to quote your return shipping costThe flat rate return fee is valid for US States onlyReturned product must be unused, in original packaging, and prepared for return per Bestlaminate instructions to avoid potential damage during the transit.”The customer agreed to have her flooring returned to us, however, demanded via email that a full refund to be grantedShe also stated that she no longer wanted to talk with our company over the phone, and will only be communicating with email.To arrange the return, we need to know number of boxes and size of the pallet to prepare commercial shipping papers Our Return Policy states, “returned product must be prepared (by the returning party) for return per Bestlaminate instructions to avoid potential damage during the transit”.Customer refused cooperation in this area as well, and to meet customer demands, we were left with only one return option, which was our company box truck to pick up the material at the customer’s location in New YorkIn this case, the estimated weight of the return is over lbs, and will be stacked on two separate palletsThis kind of shipment requires special handling and packagingThe customer must be present at the time of delivery or return.On June 20th, our driver was in New York, ready to pick up the flooring from the customerWe were trying to communicate with the customer on June 19th and 20th to finalize the returnThe customer was not answering our calls and text messages; therefore, we were unable to pick up the flooring this dayOn June 22nd , the customer emailed us and commented “Not only will I be brief but I DO NOT want to be called regarding this order or replacement anymore Not interested in talking to Remi or any other communications EXCEPT for order pick up date, time, refund amount confirmation” making communication very difficultOn 6.22.17, the customer agreed to re-schedule the pickup, which is arranged as we speak, and full refund of the unopened, returned product will be issued once the return is finalized.We have done our best to handle this return quickly and fairly with the information provided by the customerWe have made several exceptions from our policies and procedures to accommodate customer needsHere are the conclusions:Claimed product is not falling under the warranty claimWe agreed to exchange or refund unused materialWe are making an exception from our 30-Day Return period, since the product was purchased on 4/03/2017, which is more than 60-days from the day of purchaseOnce the floor is returned and inspected, Bestlaminate will issue a full refund for all unopened and undamaged boxesWe are making another exception by voiding Return Shipping Fee for the second return attemptCustomer cooperation and timely communication with Bestlaminate is a key component in the return process

This business response was received via email by Revdex.com and is a copy/paste by Revdex.com staff member ***Please also refer to the attached document.Willoughby, January 4, 2018Revdex.comEuclid Ave., 4th FloorCleveland, OH 44115Attn: [redacted] Ref: Revdex.com Complaint ID [redacted] Bestlaminate was contacted by the customer on and informed about a quality issue related to damaged boxes, sawn in half planks and staining of the engineered hardwood flooring product she purchased on The customer received her flooring on No damage of the product or the skid (pallet) was reported during time of deliveryDamage was first reported one month after receiving her flooring.With any quality claims, our standard protocol is to have the customer submit photos of the product in questionThe customer sent in six pictures of the material in questionPhoto number one shows the edge of a machined drop lock plank.Photo number two and three show small dots of white and grayish stains on the surface of the planks.Photo number four shows a crack in the locking system as well as some gray staining.Photo number five shows a small section of the locking system that is chipped.Photo number six shows two shorter planks, which is standard in a random length hardwood box.On 12.13.17, we emailed the customer to detail our determination of the photosFrom what we could see, these are minor and issues that occur with hardwood flooringFrom transport, we often find some locking system damages that could easily be cut or set aside for reimbursementThe staining looks to be a surface spill and could be easily cleaned with a household cleanerBestLaminate offered three potential solutions to the customer:We would send out, free of charge, additional boxes to cover any imperfect planks or locking system damagesA return of the materials according to our return policyDonate the flooring to a local charity The customer opted to return the flooringIn our return policy, it states: “If you received your order and you are not satisfied with the product, you may exchange or return it within a day period from the date of the purchaseBestlaminate does not accept returns after Days of PurchaseReturns or exchanges are not permitted on opened boxes or special orders unless the product is defective, a close-out, an odd lot, a final sale, a special deal, a clearance item for any reason, Mohawk moldings or hardwood moldingsReturned product must be unused, in original packaging and have been properly storedInstalled product is considered accepted by Buyer and may not be exchanged or returned for any reasonShipping and delivery charges are non-refundableAll returns must be pre-approved by BestlaminateWe will not accept any boxes that were damaged due to weather or improper care post-delivery, even waterproof vinyl.”Although the customer was contacting us after days of her purchase, we were willing to work with her on the return of the flooringThe customer agreed to have her flooring returned to us, however, demanded and threatened us via email that a full refund to be granted or she will take further action if her full refund is not givenShe stated, “Please understand that we are very serious about this and am in the process of taking further action immediately if we do not receive a refund ”In good will, BestLaminate emailed the customer on and let her know we would waive the $return fee, and detailed out instructions on how to pack the pallet for return shipping as well as scheduling a time for the freight company to pick up the palletFor quality purposes, we request that the customers send in a picture of the pallet before scheduling the pickup, as the freight company will only pick up materials that are properly packagedThis also prevents damage of the planks back to us, to ensure a full refund.BestLaminate received images of the customer’s pallet on (below)In the photos, you can clearly see the boxes, the driveway, and the wood pallet are soaking wetThe edges of the boxes clearly show areas of water damageYou can notice actual drops of water on the plastic wrap in each photoThe paper work inside of the plastic wrap is also wetThe pallet is still wrapped with the BestLaminate corners, packaging, labels and industrial straps, which leads us to believe the flooring was never fully unloaded at the time of deliveryOur claims department concluded that the pallet has become damaged from exposure to rainWe are led to assume the staining was from prolonged exposure to the environment as wellBestLaminate cannot accept damaged material from improper storage and weather, as states in the return policy:“All returns must be pre-approved by BestlaminateWe will not accept any boxes that were damaged due to weather or improper care post-delivery, even waterproof vinyl.”BestLaminate emailed the customer on asking if they left the materials outside in the rainThe customer said noAfter receiving the customer’s response, BestLaminate emailed the customer on letting her know that we cancelled the return pick up appointment and she would be financially responsible for the materials due to the water damage of the palletThe wet materials would no longer be able to be re-sold or have any monetary value to BestLaminateBestLaminate was willing to help this customer return her flooring and offer a full refund for what we received back, however, we are unable to accept materials that were damaged due to improper storage and carePhoto #1Photo #

I wanted to clarify, December 23rd was not the last time BestLaminate heard from meI called on or around the January 11th stating the sales rep (Mike) has not contacted meI was given his number, left a couple messages and he finally called backMike said he would get back to me with a claim number and did not, which is why I contacted Revdex.com

This business response was received by Revdex.com via email and is a copy/paste by **; please also refer to the attached document. Bestlaminate Inc.Willoughby, February 5, 2018Revdex.com2800 Euclid Ave., 4th FloorCleveland, OH 44115Attn: [redacted]RE:...

Complaint ID [redacted]The customer in which this complaint is regarding stated in the complaint that she contacted Bestlaminate on December 11, 2017 to file a claim against Quick Step.  She spoke with one of our sales reps by form of E-mail, her first contact with our sales rep was on December 11, 2017.  The customer had emailed pictures to our sales rep showing the chips in her floor, which the customer then stated in the E-mail that they were caused by her dropping keys, a cup, and an iPad onto the Laminate flooring.  She then stated that she has no complaints against Bestlaminate, she was only disappointed with the lack of quality with the Quick Step product.  On December 13, 2017 the sales rep replied to the customers E-mail, thanking her for sending the pictures and advising her that we can go ahead and make a claim with Quick Step.  She did advise the customer, that our manager said he doesn’t think the claim will be approved as the pictures show damage of more than just wear and tear.  The sales rep ending the email to the customer letting her know that she will get the claim started for her and Quick Step will then be in contact with her to follow up on the claim.  On December 21, 2017 the customer replied back to our sales rep letting her know that she has not heard from Quick Step yet.  On December 23, 2017 our sales rep responded to the customer telling her that our authorized Quick Step rep will be in contact with her regarding the claim.  Our sales rep told her to give it another week due to the Holiday, and if you don’t hear from them by that Thursday to give her a call and our sales rep will personally contact him herself.   The customer replied just a few hours later that day saying Thank you to our sales rep.  Customer has been in contact with the authorized Quick Step rep in regards to the filing of the claim, per the reps findings they denied the claim stating it wasn’t a warranty issue.  The customer then contacted Quick Step directly to debate the claim and Quick Step stated that she would have to contact Bestlaminate to get the claim information.  However, we never heard from the customer since her last email to our sales rep on December 23, 2017.  Since receiving this dispute letter we now have initiated contact again with Quick Step in order to get the information needed for the customer.  Once we receive the information from Quick Step we will then contact the customer and provide her with the information that she is seeking.

Date Sent: 6/26/2017 12:00:00 AMThis business response was received by Revdex.com via email and is a copy/paste.Please also refer to the attached document. Willoughby, June 26, 2017Revdex.com2800 Euclid Ave., 4th FloorCleveland, OH 44115Attn: [redacted] / Dispute Resolution...

SpecialistRef: Revdex.com Complaint ID [redacted] Bestlaminate was contacted by the customer on 6.10.17 and informed about a quality issue related to cracks and finish chipping of the laminate planks after installation.  Standard procedure, in the case of a quality claim, is to request product images or samples of the damaged planks to determinate if the issue is quality related and falls under the warranty claim. On June 12th we requested images of the affected floors, and we received photos from the customer on the June 14th.For all quality claims, Bestlaminate is not a warrantor, but a third party dealer between the customer and the producer of the material. As the dealer, we act as the first step in assessing the damage and beginning any manufacturer claims and inspections if it falls within the warranty terms. Below is the Manufacturer Defects and Warranty policy outlined on our website.Manufacturer Defects and Warranty“In rare cases, you may find damage due to the manufacturer. In case of a damage claim, the customer is responsible for sending product samples and/or photographs of the problem to Bestlaminate. If the samples or photographs cannot identify the problem(s), we will schedule a certified inspector visit to look at the floor. After an inspection, we will receive a written report on the inspectors’ findings. If the product has a manufacturing defect, a replacement will be shipped to you at no cost. If the product you originally purchased is discontinued or out of stock, you can select a product from a similar price and quality products group. If a manufacturing defect is not confirmed by the inspector, the customer is responsible for inspection cost.”In this case, after initial evaluation of images and discussion with the customer, we concluded that the reason for chipped floor edges is improper installation technique used, specifically by using a tapping block and a hammer to tap planks together. This technique is not proper for this kind of floor because it causes breaking within the locking system and destroys integrity of the boards. Big warnings about this common mistake is listed on each box of the flooring, as well on the product page on our website.We also conducted a quality check on the current inventory, and no quality issues were found on current or past lots of this flooring, which confirmed our assessment to classify it as an installation damage. Below is our Installation Damage policy outlined on our website.Installation Damage “Products not installed correctly will not be considered defective and we are not responsible for any costs associated with wrong installation or installation of damaged or wrong materials. You and/or your installer are responsible for checking the materials before installation. Bestlaminate will not refund labor cost for installed materials. Prior to installation check for: color, finish, any abnormal texture/finish and quality. Double check that you have received the proper product. Should you notice these or any other problems after opening 1 to 3 boxes, do not install the material. Please contact us right away. If you continue to open more than three (3) boxes without contacting us first, we cannot be responsible for replacing the opened boxes.Boards that are damaged out of the box, before installation, should never be installed. Once boards are installed, the customer accepts the condition of the planks, which is stated in the flooring warranty available on our website. Our website also outlines the below statement on quality issues:Quality Issues “If for some reason you are not happy with the quality of your material, do not install the floor and contact us as soon as you can. After opening no more than three (3) cartons, if you notice a possible defect, STOP and contact us right away. Do not continue with the installation. We will not refund you for products that were opened after the first three cartons.”The customer was informed about the above the conclusion and we offered the following options to help resolve her case:1. Return unopened boxes for a full refund per Bestlaminate return Policy. We even waived $159 return shipping fee that we normally charge on all returns, and are accepting the materials after the 30-day refund terms.2. Replacement / exchanging the flooring for another flooring option.Our Return Policy states: “We'll exchange your item for something new or refund your money. You can return your products within 30 days from the date of your purchase for a full refund of the purchase price minus shipping cost.Original shipping charges are not refundable and you are responsible to ship the product back to us at your own expense. We offer a flat return shipping rate of $159, limited to up to one skid shipment. If you return more than one skid of flooring, contact us to quote your return shipping cost. The flat rate return fee is valid for 48 US States only. Returned product must be unused, in original packaging, and prepared for return per Bestlaminate instructions to avoid potential damage during the transit.”The customer agreed to have her flooring returned to us, however, demanded via email that a full refund to be granted. She also stated that she no longer wanted to talk with our company over the phone, and will only be communicating with email.To arrange the return, we need to know number of boxes and size of the pallet to prepare commercial shipping papers.  Our Return Policy states, “returned product must be prepared (by the returning party) for return per Bestlaminate instructions to avoid potential damage during the transit”.Customer refused cooperation in this area as well, and to meet customer demands, we were left with only one return option, which was our company box truck to pick up the material at the customer’s location in New York. In this case, the estimated weight of the return is over 2500 lbs, and will be stacked on two separate pallets. This kind of shipment requires special handling and packaging. The customer must be present at the time of delivery or return.On June 20th, our driver was in New York, ready to pick up the flooring from the customer. We were trying to communicate with the customer on June 19th and 20th to finalize the return. The customer was not answering our calls and text messages; therefore, we were unable to pick up the flooring this day. On June 22nd , the customer emailed us and commented “Not only will I be brief but I DO NOT want to be called regarding this order or replacement anymore… Not interested in talking to Remi or any other communications EXCEPT for order pick up date, time, refund amount confirmation” making communication very difficult. On 6.22.17, the customer agreed to re-schedule the pickup, which is arranged as we speak, and full refund of the unopened, returned product will be issued once the return is finalized.We have done our best to handle this return quickly and fairly with the information provided by the customer. We have made several exceptions from our policies and procedures to accommodate customer needs. Here are the conclusions:1. Claimed product is not falling under the warranty claim2. We agreed to exchange or refund unused material. We are making an exception from our 30-Day Return period, since the product was purchased on 4/03/2017, which is more than 60-days from the day of purchase.3. Once the floor is returned and inspected, Bestlaminate will issue a full refund for all unopened and undamaged boxes.4. We are making another exception by voiding Return Shipping Fee for the second return attempt.5. Customer cooperation and timely communication with Bestlaminate is a key component in the return process.

This business response was received by Revdex.com staff member ** via phone.The business stated they are awaiting the claim number from Quick Step; the business advises they will provide the consumer with the claim number just as soon as they receive it.The business further stated it can take anywhere from 90 -120 days to receive a claim number.

This business response was received via email by Revdex.com and is a copy/paste by Revdex.com staff member [redacted]Please also refer to the attached document.Willoughby, January 4, 2018Revdex.com2800 Euclid Ave., 4th FloorCleveland, OH 44115Attn: [redacted]Ref: Revdex.com...

Complaint ID [redacted]Bestlaminate was contacted by the customer on 12.12.17 and informed about a quality issue related to damaged boxes, sawn in half planks and staining of the engineered hardwood flooring product she purchased on 10.31.17. The customer received her flooring on 11.13.17. No damage of the product or the skid (pallet) was reported during time of delivery. Damage was first reported one month after receiving her flooring.With any quality claims, our standard protocol is to have the customer submit photos of the product in question. The customer sent in six pictures of the material in question. Photo number one shows the edge of a machined drop lock plank.Photo number two and three show small dots of white and grayish stains on the surface of the planks.Photo number four shows a crack in the locking system as well as some gray staining.Photo number five shows a small section of the locking system that is chipped.Photo number six shows two shorter planks, which is standard in a random length hardwood box.On 12.13.17, we emailed the customer to detail our determination of the photos. From what we could see, these are minor and normal issues that occur with hardwood flooring. From transport, we often find some locking system damages that could easily be cut or set aside for reimbursement. The staining looks to be a surface spill and could be easily cleaned with a household cleaner. BestLaminate offered three potential solutions to the customer:We would send out, free of charge, additional boxes to cover any imperfect planks or locking system damagesA return of the materials according to our return policyDonate the flooring to a local charity The customer opted to return the flooring. In our return policy, it states: “If you received your order and you are not satisfied with the product, you may exchange or return it within a 30 day period from the date of the purchase. Bestlaminate does not accept returns after 30 Days of Purchase. Returns or exchanges are not permitted on opened boxes or special orders unless the product is defective, a close-out, an odd lot, a final sale, a special deal, a clearance item for any reason, Mohawk moldings or hardwood moldings. Returned product must be unused, in original packaging and have been properly stored. Installed product is considered accepted by Buyer and may not be exchanged or returned for any reason. Shipping and delivery charges are non-refundable. All returns must be pre-approved by Bestlaminate. We will not accept any boxes that were damaged due to weather or improper care post-delivery, even waterproof vinyl.”Although the customer was contacting us after 30 days of her purchase, we were willing to work with her on the return of the flooring. The customer agreed to have her flooring returned to us, however, demanded and threatened us via email that a full refund to be granted or she will take further action if her full refund is not given. She stated, “Please understand that we are very serious about this and am in the process of taking further action immediately if we do not receive a refund…”In good will, BestLaminate emailed the customer on 12.15.17 and let her know we would waive the $258 return fee, and detailed out instructions on how to pack the pallet for return shipping as well as scheduling a time for the freight company to pick up the pallet. For quality purposes, we request that the customers send in a picture of the pallet before scheduling the pickup, as the freight company will only pick up materials that are properly packaged. This also prevents damage of the planks back to us, to ensure a full refund.BestLaminate received 2 images of the customer’s pallet on 12.17.17 (below). In the photos, you can clearly see the boxes, the driveway, and the wood pallet are soaking wet. The edges of the boxes clearly show areas of water damage. You can notice actual drops of water on the plastic wrap in each photo. The paper work inside of the plastic wrap is also wet. The pallet is still wrapped with the BestLaminate corners, packaging, labels and industrial straps, which leads us to believe the flooring was never fully unloaded at the time of delivery. Our claims department concluded that the pallet has become damaged from exposure to rain. We are led to assume the staining was from prolonged exposure to the environment as well. BestLaminate cannot accept damaged material from improper storage and weather, as states in the return policy:“All returns must be pre-approved by Bestlaminate. We will not accept any boxes that were damaged due to weather or improper care post-delivery, even waterproof vinyl.”BestLaminate emailed the customer on 12.28.17 asking if they left the materials outside in the rain. The customer said no. After receiving the customer’s response, BestLaminate emailed the customer on 12.28.17 letting her know that we cancelled the return pick up appointment and she would be financially responsible for the materials due to the water damage of the pallet. The wet materials would no longer be able to be re-sold or have any monetary value to BestLaminate. BestLaminate was willing to help this customer return her flooring and offer a full refund for what we received back, however, we are unable to accept materials that were damaged due to improper storage and care. Photo #1Photo #2