Initial Business Response /* (1000, 5, 2014/03/18) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@aol.com
Carpet Interiors completed this vinyl installation on 10/17/13. Our records indicate the customer called on 1/31/14 stating the vinyl...
was peeling. Our installation manager inspected the vinyl on February 26th, 4 months after installation,and reported the vinyl was not peeling buy had 2 deep gouges in it, directly in front of the refrigerator in two small spots. The printed face of the material was gouged out, with a depression in the vinly indicating something hit the floor or scraped the floor to cause this condition. This would be considered locally caused damage, perhaps a vacuum with the spinning brushed engaged or something heavy dropped to the floor, not a manufacturer's defect.
Our installation manager explained this would not be a manufacturer's defect or the manufacture's responsibility. He stated it could be repaired and corrected by ordering more material and making a pattern match insert of new material. He quoted a $100 cost to repair, which is merely the cost for freight and material needed. The delivery and installarion repair provided by a hard surface vinyl installer would be done at No Charge. We are not trying to make a profit, we are in the business of customrer satisfaction.
Because the customer has done bussiness with us before, our installation manager offered an excellent offer. The customer would pay for the material and Carpet Interiors would absorb the expense of the repair by the installer.
I spoke with the customer on March 15th and explained the offer again stating this is not a defect, they would have to pay for the material ($100) and Carpet Interiors would absorb the cost of the cost of the labor required to fix their problem. They want to incur no cost.
If the customer still believes this is defective vinyl, we can provide them with several licensed impartial flooring inspection consultants to call and evaluate the damage. If it is determined it is manufacture's flawed material, Carpet Interiors would cover all the expenses to replace the entire floor.
Initial Consumer Rebuttal /* (3000, 7, 2014/03/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I believe a spinning brush from a vacuum should not cause the tile to peel. If it could, we should have been told. You can close the case it carpet interiors is not willing to absorb total cost of materials and labor, I will not shop there anymore.
Final Business Response /* (4000, 11, 2014/04/11) */
I addressed the vcuum because in the first complaint the customer, [redacted] stated that maybe it happened when they were vacuuming the kitchen. I have no idea what actually caused the 2 vinyl gouges in front of their refrigerator. A vacuum that has a beater bar spinning,could pick up a nail, a carpenter staple, a cardboard box staple or a small sharp object could spin in the vacuum brushes and cause a gouge. We will never know what item caused the 2 small gouges. This is not a flaw of the material or the quality of the material.
When we did the vinyl installation, their 8x10 kitchen was completely empty. After we completed our work someone else moved in a stove, refrigerator, diswasher, plus installed kitchen cabinets in the room on top of that floor. This damage is locally caused, someone else other than Carpet Interiors caused this damage. Gouges don't just materialize, something causes them.
This special order vinyl material,and freight charges, combined with a cut-in seamed patch repair by an installer is $100. This price is much less than our actual cost because they are our customer. We need to get paid for the special order replacement material and freight. We cannot get a credit from the manufacturer because this is not a defect. Carpet Interiors is absorbing 80% of the repair.
Final Consumer Response /* (4200, 13, 2014/04/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
You can close the complaint. I do not want to do business with someone that calls me a liar and does not stand by their product. No wonder they lost their store in oak lawn. That's to the Revdex.com to be the middle person and for you help.
Initial Business Response /* (1000, 5, 2014/03/18) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@aol.com
Carpet Interiors completed this vinyl installation on 10/17/13. Our records indicate the customer called on 1/31/14 stating the vinyl...
was peeling. Our installation manager inspected the vinyl on February 26th, 4 months after installation,and reported the vinyl was not peeling buy had 2 deep gouges in it, directly in front of the refrigerator in two small spots. The printed face of the material was gouged out, with a depression in the vinly indicating something hit the floor or scraped the floor to cause this condition. This would be considered locally caused damage, perhaps a vacuum with the spinning brushed engaged or something heavy dropped to the floor, not a manufacturer's defect.
Our installation manager explained this would not be a manufacturer's defect or the manufacture's responsibility. He stated it could be repaired and corrected by ordering more material and making a pattern match insert of new material. He quoted a $100 cost to repair, which is merely the cost for freight and material needed. The delivery and installarion repair provided by a hard surface vinyl installer would be done at No Charge. We are not trying to make a profit, we are in the business of customrer satisfaction.
Because the customer has done bussiness with us before, our installation manager offered an excellent offer. The customer would pay for the material and Carpet Interiors would absorb the expense of the repair by the installer.
I spoke with the customer on March 15th and explained the offer again stating this is not a defect, they would have to pay for the material ($100) and Carpet Interiors would absorb the cost of the cost of the labor required to fix their problem. They want to incur no cost.
If the customer still believes this is defective vinyl, we can provide them with several licensed impartial flooring inspection consultants to call and evaluate the damage. If it is determined it is manufacture's flawed material, Carpet Interiors would cover all the expenses to replace the entire floor.
Initial Consumer Rebuttal /* (3000, 7, 2014/03/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I believe a spinning brush from a vacuum should not cause the tile to peel. If it could, we should have been told. You can close the case it carpet interiors is not willing to absorb total cost of materials and labor, I will not shop there anymore.
Final Business Response /* (4000, 11, 2014/04/11) */
I addressed the vcuum because in the first complaint the customer, [redacted] stated that maybe it happened when they were vacuuming the kitchen. I have no idea what actually caused the 2 vinyl gouges in front of their refrigerator. A vacuum that has a beater bar spinning,could pick up a nail, a carpenter staple, a cardboard box staple or a small sharp object could spin in the vacuum brushes and cause a gouge. We will never know what item caused the 2 small gouges. This is not a flaw of the material or the quality of the material.
When we did the vinyl installation, their 8x10 kitchen was completely empty. After we completed our work someone else moved in a stove, refrigerator, diswasher, plus installed kitchen cabinets in the room on top of that floor. This damage is locally caused, someone else other than Carpet Interiors caused this damage. Gouges don't just materialize, something causes them.
This special order vinyl material,and freight charges, combined with a cut-in seamed patch repair by an installer is $100. This price is much less than our actual cost because they are our customer. We need to get paid for the special order replacement material and freight. We cannot get a credit from the manufacturer because this is not a defect. Carpet Interiors is absorbing 80% of the repair.
Final Consumer Response /* (4200, 13, 2014/04/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
You can close the complaint. I do not want to do business with someone that calls me a liar and does not stand by their product. No wonder they lost their store in oak lawn. That's to the Revdex.com to be the middle person and for you help.