Unfortunately this claim has been denied The condition of the floor was caused by excessive moisture of some kind We have not been in the home and cannot ascertain what the cause it however the condition of the floor is clearly a moisture related problem which is not covered under warranty If the customer wants us to replace the floor it will be a payable service
The material would be great for any basement, so long as there is not excessive moisture When the rep sells the job he checks as best he can for moisture When the installer installs the job he checks as well We do not install the floor if the signs of moisture are present We are not responsible for the existence of moisture in the home because we told the customer the floor would be great for a basement, which it is, however moisture will damage any floor including this one and it is not covered under warranty We have no way of knowing what took place in the home but we do know that the floor has been exposed to excessive moisture which is causing the problems with the floor and moisture is not covered under warranty We cannot refund the customer's money as the issue he is having with the floor is not covered under warranty We can try to repair/replace the floor as necessary but the customer will have to pay for the service and if the moisture problem is not fixed the exact same thing will happen again
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below Can you please explain your definition of excessive moisture either in terms of ambient humidity percentage, grains or other psychometric measurement so that I can understand what standard you are using to define "excessive" After you have defined it can you also explain how, without visiting the site you can determine that moisture is the underlying cause of the issue? Regards, [redacted] ***
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolved The manager did indeed call me to allow me to reschedule installation for 6/ Yes, the restocking fee has been waived but that should be a non-issue since I followed their contract with giving them hours notice I have been assured by [redacted] that I will also not lose my $deposit I do stress that they take a look at their employees and to ensure that they are very educated with their contract instead of giving out incorrect information It is a shame that a customer would need to take it to this level when the customer did follow the contract as stated Regards, [redacted]
A manager from National Floors Direct has already connected with Ms. [redacted] to discuss her experience. The order has been rescheduled to 06/18/15, as requested, and the restocking fee has not been applied. Further, the manager extended his direct contact information to Ms. [redacted] in an... effort to ensure her satisfaction throughout the duration of her relationship with National Floors Direct.
Revdex.com:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments belowI was in contact with the business and reitereated what [redacted] said to me that they CAN refund beyond the days And as previously status, [redacted] said this isn't an issue Regards, [redacted]
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below [If you are rejecting the business's response please enter your rejection comments here.]I do not understand how it can be determined that my floor has moisture issues only through picturesThis business does not have the courtesy to inspect the floors to find out what the problem is because the easy solution for them is to blame it on moisture.There is absolutely no moisture issues with my floor as I know my house better than these peopleI am a lay person I do not know anything about laying laminated floors, I gave them an excellent grade because at the time of installation I did not find any problem, however that does not mean that the floor cannot have problems in future .My floors were installed less than months ago I called this business in a timely fashion as I had One year warranty, this business wants to find any reason not to honor the warranty .I have floors in my kitchen that are years old and I have no issues with it .It has taken multiple phone calls to get a response from this business regarding the floor problems.When asked that I wanted to speak to a manager or the business owner the response by the same person on two different occasions is that the business owner is not available and on another occassion states that she is the business owner the manager and the boss!It is clear that customer satisfaction is not of any importance to this business.? Regards, [redacted]
If this customer has not received the check we sent the second time then we will need another address to mail the check to because there is some type of problem with the address
Unfortunately this claim has been denied The condition of the floor was caused by excessive moisture of some kind We have not been in the home and cannot ascertain what the cause it however the condition of the floor is clearly a moisture related problem which is not covered under warranty If the customer wants us to replace the floor it will be a payable service
The material would be great for any basement, so long as there is not excessive moisture When the rep sells the job he checks as best he can for moisture When the installer installs the job he checks as well We do not install the floor if the signs of moisture are present We are not responsible for the existence of moisture in the home because we told the customer the floor would be great for a basement, which it is, however moisture will damage any floor including this one and it is not covered under warranty We have no way of knowing what took place in the home but we do know that the floor has been exposed to excessive moisture which is causing the problems with the floor and moisture is not covered under warranty We cannot refund the customer's money as the issue he is having with the floor is not covered under warranty We can try to repair/replace the floor as necessary but the customer will have to pay for the service and if the moisture problem is not fixed the exact same thing will happen again
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below Can you please explain your definition of excessive moisture either in terms of ambient humidity percentage, grains or other psychometric measurement so that I can understand what standard you are using to define "excessive" After you have defined it can you also explain how, without visiting the site you can determine that moisture is the underlying cause of the issue? Regards, [redacted] ***
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolved The manager did indeed call me to allow me to reschedule installation for 6/ Yes, the restocking fee has been waived but that should be a non-issue since I followed their contract with giving them hours notice I have been assured by [redacted] that I will also not lose my $deposit I do stress that they take a look at their employees and to ensure that they are very educated with their contract instead of giving out incorrect information It is a shame that a customer would need to take it to this level when the customer did follow the contract as stated Regards, [redacted]
A manager from National Floors Direct has already connected with Ms. [redacted] to discuss her experience. The order has been rescheduled to 06/18/15, as requested, and the restocking fee has not been applied. Further, the manager extended his direct contact information to Ms. [redacted] in an... effort to ensure her satisfaction throughout the duration of her relationship with National Floors Direct.
We have set this customer up for an inspection to look at the issues with the floor
Revdex.com:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments belowI was in contact with the business and reitereated what [redacted] said to me that they CAN refund beyond the days And as previously status, [redacted] said this isn't an issue Regards, [redacted]
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below [If you are rejecting the business's response please enter your rejection comments here.]I do not understand how it can be determined that my floor has moisture issues only through picturesThis business does not have the courtesy to inspect the floors to find out what the problem is because the easy solution for them is to blame it on moisture.There is absolutely no moisture issues with my floor as I know my house better than these peopleI am a lay person I do not know anything about laying laminated floors, I gave them an excellent grade because at the time of installation I did not find any problem, however that does not mean that the floor cannot have problems in future .My floors were installed less than months ago I called this business in a timely fashion as I had One year warranty, this business wants to find any reason not to honor the warranty .I have floors in my kitchen that are years old and I have no issues with it .It has taken multiple phone calls to get a response from this business regarding the floor problems.When asked that I wanted to speak to a manager or the business owner the response by the same person on two different occasions is that the business owner is not available and on another occassion states that she is the business owner the manager and the boss!It is clear that customer satisfaction is not of any importance to this business.? Regards, [redacted]
If this customer has not received the check we sent the second time then we will need another address to mail the check to because there is some type of problem with the address