Carpet Gallery

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] It just feels wrong that in order for the company to stand by their product I need to file a claim with my home owner insurance, pay a deductible and then have them work with the company in order to one get a new part and secondly to have them take any responsibility for the damage I can understand getting insurance to work with them on the damages - but to even get a replacement part I have to file an insurance claim and have them dispute? Seems like the company doesn't really stand by their product and making you file an insurance claim to get a $part is poor policy and very customer Un friendly especially when the product has a five year warranty Regards, [redacted]

Our claims process is common to the industry. The homeowner can either file a claim through their insurance carrier or file a claim directly with our company. We cannot honor a claim for a consumer based on a simple phone call. The product in question (evidence) needs to be analyzed in order to determine whether the loss was caused by a manufacturing defect or an installation/maintenance error. I have attached our letter that outlines our claims process whether it is submitted by the insurance carrier or the homeowner. Our policy is not to provide a replacement product which involves a property damage claim. By replacing the product suggests that we are facing up to liability, and at this point we are not. We are willing to work with the homeowner or the insurance carrier in order to come to a resolution. This resolution would be based on the non-destructive analysis of the product

Hello - My name is [redacted] and I am the Senior Claims Specialist for Pentair.  I did speak to Mr. [redacted] on August 25, 2016.  I did instruct Mr. [redacted] to file a claim through his insurance carrier as this is a property damage claim.  Mr. [redacted] sounded fine with that.  Mr....

[redacted] requested that I send him a replacement product.  I informed Mr. [redacted] that I was not able to do that as this would suggest that Pentair was facing up to liability and at this point we are not.  I told Mr. [redacted] that his insurance company would want the product so that they could send it to an expert for non-destructive testing as this is common procedure for a claims process.  Mr. [redacted] at the time did not indicate any damage amount.  Pentair is not able to simply pay for any type of damages based on a phone call.  There is a claims procedure that needs to be followed.  The phone conversation with Mr. [redacted] seemed to be respectful from both parties and ended with the assumption that Mr. [redacted] was going to file a claim with his carrier.Sincerely,[redacted]
920.451.9343

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
It just feels wrong that in order for the company to stand by their product I need to file a claim with my home owner insurance, pay a 1000 deductible and then have them work with the company in order to one get a new part and secondly to have them take any responsibility for the damage.   I can understand getting insurance to work with them on the damages - but to even get a replacement part I have to file an insurance claim and have them dispute?   Seems like the company doesn't really stand by their product and making you file an insurance claim to get a $50 part is poor policy and very customer Un friendly especially when the product has a five year warranty.  Regards,
[redacted]