Carpetland USA Milwaukee, Inc.

I would like to address the concerns
as brought forth by Mr *** for his salon that we installed earlier this year
The product he purchased was a mil (wear layer thickness) LVT(luxury vinyl tile) flooring from ***I have attached warranty information and usage chart from the manufacturer that shows the flooring we installed is “highly recommended” for use in beauty salons/barber shops
The product does have a year wear warranty but no manufacturer I am aware of warrants products for scratches or stains in a commercial environmentHair dye, by design, will penetrate and can leave a permanent stainWhen he first called I immediately contacted *** and gave him the spot cleaning information they recommendedIf the dye spills are addressed quickly they may clean up, but if they are allowed to sit they will be permanent
I relayed the spot cleaning information to Mr*** and it had little to no effect as the stains were setWe again contacted the manufacturer and had further discussions about the issue and what could be done to stop the staining*** provided the names of waxes/finishes that can be applied on top of the lvt to provide a barrier that will protect it from the hair dye that is being spilled on the floor, and also that protective mats could be used in the mixing and application areaThey stressed that care should be used when handling hair dyeThey also mentioned as this is a commercial installation that a regular maintenance program and cleaning schedule should be followed to insure the floor performs as it was designed to
LVT is a product that is well suited for use in many commercial environments, salons being one of themThe product was not sold or represented as stain or scratch proofWe recently completed the renovation of Cost Cutters hair salons in the Milwaukee area and the flooring that was specified by the design firm is an *** ***The use of an *** *** in both commercial and residential environments continues to grow as it is not only cost effective but also a very durable flooring product
*** and Carpetland stand behind their products and installationIn an effort to resolve Mr ***’s concerns I propose the following: Carpetland/*** will agree to replace up to planks that may be stained or scratched during business hours at no charge with material that is left over on the jobsiteIf extra material is required to complete this work please let us know and we will provide at no charge one additional box of each color usedIn addition to replacing the planks we will supply/reimburse Mr*** the cost of the materials needed for the initial sealing of his lvt floor to further protect it from the dye spillage
I sincerely hope that you find this acceptable and I look forward to hearing from someone soon
Sincerely,
*** ***

I apologize for the slight delay in response to the claim I am awaiting some information from the manufacturer that I requested regarding warranty and usage the day I received the claim Once I receive that I will be able to formally answer the claim

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.]
Thank You Revdex.com for your help but the offer made by the business is absolutely unacceptable and insulting.  Do you know of a lawyer that you would recommend?  Thanks [redacted]
Regards,
[redacted]

Review: Carpetland failed to disclose and/or to provide any disclaimer that calcium deposits would become visible in our Brazilian chestnut wood flooring. When the issue of these white lines that look like scratches appeared all over our flooring, Carpetland filed a claim with the vendor rather than taking ownership of the issue. After talking directly with the vendor, they stated this is a know fact of this flooring and the retailer should of advised us of it-therefore they denied the claim. We were deceived by Carpetland and if we would of been told this characteristic existed during the sales process, we would've gone with a different product. Instead we were sold a substandard product and Carpetland is not willing to take ownership of their error.

Business

Response:

We at Carpetland are truly sorry that Mrs. [redacted] is not satisfied with the appearance of her wood floor we installed in 2010. We have filed a claim with the manufacturer on her behalf and are in the process of resolving this issue. While the initial claims have been turned down we have in no way stopped pursuing this and feel we can arrive at an outcome that will be acceptable to Mrs. [redacted]. I have been in contact with both the manufacturer and the distributor and feel this can be resolved soon.

I would like to mention that while the issue of these white lines appearing may have been known to the manufacturer, I can assure that no one at Carpetland or the wood distributor were ever informed that this could happen. The appearance of these lines or the possibility that this could occur was never disclosed to us.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: I purchased flooring with a 10 year commercial warranty. I even upgraded to a more expensive level of the product. After only a month of use we have stains and scratches in the floor. I have e-mailed and stopped in the showroom to try and get help. They are not getting back to me.Desired Settlement: I would like the floor replaced with a comparable quality floor that does not stain or scratch.

Business

Response:

I apologize for the slight delay in response to the claim. I am awaiting some information from the manufacturer that I requested regarding warranty and usage the day I received the claim. Once I receive that I will be able to formally answer the claim.

Business

Response:

I would like to address the concerns as brought forth by Mr [redacted] for his salon that we installed earlier this year.

The product he purchased was a 20 mil (wear layer thickness) LVT(luxury vinyl tile) flooring from [redacted]. I have attached warranty information and usage chart from the manufacturer that shows the flooring we installed is “highly recommended” for use in beauty salons/barber shops.

The product does have a 20 year wear warranty but no manufacturer I am aware of warrants products for scratches or stains in a commercial environment. Hair dye, by design, will penetrate and can leave a permanent stain. When he first called I immediately contacted [redacted] and gave him the spot cleaning information they recommended. If the dye spills are addressed quickly they may clean up, but if they are allowed to sit they will be permanent.

I relayed the spot cleaning information to Mr. [redacted] and it had little to no effect as the stains were set. We again contacted the manufacturer and had further discussions about the issue and what could be done to stop the staining. [redacted] provided the names of waxes/finishes that can be applied on top of the lvt to provide a barrier that will protect it from the hair dye that is being spilled on the floor, and also that protective mats could be used in the mixing and application area. They stressed that care should be used when handling hair dye. They also mentioned as this is a commercial installation that a regular maintenance program and cleaning schedule should be followed to insure the floor performs as it was designed to.

LVT is a product that is well suited for use in many commercial environments, salons being one of them. The product was not sold or represented as stain or scratch proof. We recently completed the renovation of 6 Cost Cutters hair salons in the Milwaukee area and the flooring that was specified by the design firm is an [redacted]. The use of an [redacted] in both commercial and residential environments continues to grow as it is not only cost effective but also a very durable flooring product.

[redacted] and Carpetland stand behind their products and installation. In an effort to resolve Mr [redacted]’s concerns I propose the following: Carpetland/[redacted] will agree to replace up to 10 planks that may be stained or scratched during normal business hours at no charge with material that is left over on the jobsite. If extra material is required to complete this work please let us know and we will provide at no charge one additional box of each color used. In addition to replacing the planks we will supply/reimburse Mr. [redacted] the cost of the materials needed for the initial sealing of his lvt floor to further protect it from the dye spillage.

I sincerely hope that you find this acceptable and I look forward to hearing from someone soon.

Sincerely,

Consumer

Response:

I had new flooring placed in my kitchen and bathroom last week 2/4/15. Prior to the installation I had a contractor come out to my home and give me and estimate, he also said for an extra fee they could take out my bathroom sink and replace it. The fee would be determined by the installer, I stated that be fantastic as it would save me the trouble of calling a plumer to do the work. However when the installer came to my home he said " I dont do plumming" I informed him that the contractor said he did & would charge me a small fee to remove and replace the bathroom sink. He did end up removing it for $100 but now I have a big hole in my bathroom & still have to call a plumber to replace my sink!. I felt the owner of the company & contractor mislead me on what the installers were capable of. Definetly would not recommend them, my response from the owner was " but you got a good deal". I wouldve paid a little more for honesty.