Fix-N-up Maintenance & Make Readies

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me Refund Check arrived on 3/28/ Regards, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this response/resolution is satisfactory to me Kerman's Flooring, as stated in their response to the Revdex.com, has agreed to replace the existing carpet in the great room, the small hallway leading from it to the front door entry way and the master bedroom This was a generous resolution to my original complaint and the company has offered to go the extra mile to ensure my customer satisfaction Regards, [redacted] ***

On December 26, we were made aware of a water leak at the sliding glass doors We notified [redacted] ***, and on January 18, we repaired the leak Although the water leak was repaired and the moisture dried out, the damage to the laminate flooring resulted from the moisture spreading under the flooring during the period of the leakage

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below A member of the home was not present when Kermans was at my homeA family member was house sitting and dog sitting for my neighbors while we where out of the country on vacationAfter speaking with Doug on the phone today he advised he that he was told my neighbors dog had urinated in that areaI was told that he was not told that but even if that is the case the dog was only at my house on March 29th and I filed the request for repair March 20th and no one came out until April 4th.No one informed my family member that the damage was due to pet and was just told we would have to pay for a better repair.If you knew it was not Repairable and that the warranty would not be honored why was a repair even attempted? Regards, [redacted]

In response to the complaint ID [redacted] we acknowledge the situation that presented difficulty to the customerUnfortunately, this situation was caused by an element which was out of our controlThe slab foundation poured during the construction of their new home was discovered to contain a level of moisture that affects the performance laminate flooring.Unfortunately, the process we were lead to take before being able to make this determination included replacing the initial laminate causing the customer to be inconveniencedWe regret their experience and apologize for all the trouble.As a result of this discovery, we are prepared in support of the customer and the builder to offer a solution which has resolved this moisture issue in similar situationsThis solution requires that we again take up the laminate and install a doubled plastic moisture barrier over the slab which prevents the moisture from penetrating the laminateThis technique should allow the laminate to perform normally.Again, we apologize for the customer’s experience and look forward to implementing the solutionIn addition, we acknowledge the request for addressing the year warranty and will start it upon the completion of the installation.Thank you, Dave A [redacted] Owner/ VP

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below The stated incidents occurred as the business provided except we do not have a StBernard dog and our only dog bowl is kept more than six feet from the affected areaThe bowl is secured in a no spill tray and placed on top of a pad which would prevent the water from entering the area affectedI told the inspectors this when they were presentThe inspectors brought up the question about the dog bowl and we removed the bowl from the area on an earlier visitThe issue continued to get worse as well as in other areas where no water hazards are presentThe inspectors also viewed several other areas in the Kitchen where similar issues have occurredThe other affected areas are not near water and have not had any water placed on them while we have owned the homeThis issue is not due to excessive water as we have kept the floors clean and dry as requested by [redacted] homes and the flooring companyWe have informed the inspectors this each time they were at our house which was more than four visits to our house to fix issues with the floorsThe issue was present within the first month of owning the home when they came to fix several pieces which were moving back and forthEach time an inspector has come to our home they have checked our floors humidity levels and confirmed that they were well within the regulations for the manufacturerWhen the company arrived to replace the "5-7" boards the manager stated that he could only replace 3-boards and only had two hoursI provided a box of my own flooring to bring the total up to 5-boardsThe manager stated that he would only replace the 3-boards and could not do any moreI asked the manager to call his boss and ask him about the boards that were not provided as the manager said they be on a previous conversationThe manager stated that he would only replace the 3-boards and would not call his bossI asked him to leave my house until the boss contacted me to replace the boards5-boards will not fix the affected areas and several installers have stated that the floor was defective while working on our floorThis is not an issue caused by us and is a issue with the product Regards, [redacted]

The following is the result of sending out our Manager of Technical Services to re-examine the issue of seams: We have decided that in spite of the manufacturer denying the claim to replace the carpet and the customer requesting to only have us re-repair the seams, we are going to replace the carpet

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

In response to this complaint, we're confused as to it's nature On 4/26/our Tech Service Manager met with the home owner and discussed the issues Even though pet urine remains the issue for the seam failure, we agreed to return on 5/5/to repair the seam using pieces of carpet the home owner discovered she had left over In addition, we offered out of courtesy to repair a few gouges in her vinyl at no charge even though this was not part of any warranty issue.We are sorry for the discrepancy over the urine which voids any manufacturer warranty, but we are sensitive to the situation and will make best effort to repair the seam with the homeowner's carpet at no expense

Dear Mr***,
Please accept my apologies for the lack of
communication from our companyThe salesperson in charge of this job no longer works for KermansI have found after review of this job that there was an additional charge added to your invoice for the labor to move the knee wall in the amount of $I do not see where this was approved by you and after reading the correspondence between you and the salesperson I do agree that you were promised the $refund on your account
I have cut a check in the amount of $and mailed it to your homeI am truly sorry that this matter was not resolved promptlyI am happy to hear that you are pleased with the quality of work and hope that we can be of service again in the future
Sincerely,
Shelly ***
Controller, Kermans Flooring, Inc

In response, the seam in the hallway carpet to the master was delaminating from the backingAfter close inspection, it was noted that the cause was due to pet urine and perhaps the method used to remove it. We sent our manger of customer service out, and a member of the home admitted that a
dog did wet on the carpet.Since this incident isn't a warranted item, we offered to order more carpet to replace the damaged area, or attempt to repair it as best as we couldUnfortunately, with 1-rows of fiber missing from the reaction to the incident, the repair is visible.It's unfortunate when situations like this occur, but we did respond and did what we could under the circumstance. Dave A***Kermans Flooring

In clarification on the filing of claims, Kermans did file this complaint with the local Shaw representative who denied it,and refused to file it with Shaw. This is why the customer was told no claim was filed originallyThe second time involved Shaw sending out an impartial inspector
who also denied the claim. In response to this complaint, I'm having my Technical Services Manager, Doug M***, contact this customer to set up an appointment to re-inspect the seam issue

Laminate was installed on or about 1/30/Customer filed a complaint with Revdex.com on 9/20/that in certain areas of the floor covering it was buckling, corners pealing and pieces separatingEarlier on 7/22/2016, our Technical Service Manager had accompanied the Armstrong manufacturer’s Rep who
inspected the areas of the floor where the damage occurred. The Rep reported that the cause of the damage was due to excessive moisture being introduced to the flooring and was not a warranty issue. He also noted that there were two dogs in the home one of which was a StBernard whose large water bowl was located near the area of concernOur Technical Services Manager being courteous and empathetic to the issue offered as a customer of *** to replace between 5-pieces of the homeowner’s choice using the extra pieces the homeowner had and even offered to purchase an extra box of laminate at no charge to the customer to assure that there were sufficient pieces to selectThe day of repair on 9/20/2016, installers showed up with the extra box to service the area and were greeted by MrHomeowner who exclaimed that if they weren’t going to replace more than those 5-pieces they needed to get out of his house We feel that our offer out of courtesy to provide both material and labor at no cost to the customer in a non-warranted situation was the proper response in a delicate customer service situationKermans Flooring

*** *** contracts Kermans flooring to install floor covering in all their homes. In this situation due to an issue with the original carpet, Kermans supported *** in the replacement of all the carpet in this customer’s home at no charge. Regretfully, during the re-installation,
some damage occurred which Kermans stood behind and fully agreed to service. Unfortunately, the customer refused to accept the offer from us to repairOur offer remains.Thank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Kerman's offered to touch up the paint but according to my experience and two professional painters that have been in business for years, the spots would show throughThey house was just painted and I told them of that but seemed to not careI do not want Kerman's doing anymore work to my houseThey have suggested repair after repair for us to prove them incorrectThey are not professional paintersThey do mention about the painting the hit feet of the floor on our staircase that they said we should have movedThese guys are supposedly insurance and should paid the claim to have the person I want to fix it not Kerman'sI have took numerous days off work and can't keep doing this for their bandaid approachesThe only thing I would agree for them to do is finish the carpet that they didn't put on my staircase going to my basementThe paint needs to be done by professional paintersI have a letter to support my request.
Regards,
*** ***

Response to recent complaint on Claim # [redacted], Laminate Floor Covering. Our apologies for incorrectly identifying the type of dog on site.  However, the issue as stated in the complaint is focused on the performance of the laminate.  Out of service to the customer, we requested the inspection of the product by the Armstrong manufacturer's Rep who stated at the time of inspection that the cause of failure was due to moisture being introduced which is not covered under warranty.  Out of sympathy to the situation, we offered to replace certain boards at no cost to the customer and do apologize for any confusion surrounding the number of boards.Therefore, we recommend that the customer contact Armstrong directly about their continued concern. Upon the response of the manufacturer, we will then consider replacing certain boards. Kermans Flooring

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me.  Refund Check arrived on 3/28/2016.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
A member of the home was not present when Kermans was at my home. A family member was house sitting and dog sitting for my neighbors while we where out of the country on vacation. After speaking with Doug on the phone today he advised he that he was told my neighbors dog had urinated in that area. I was told that he was not told that but even if that is the case the dog was only at my house on March 29th and I filed the request for repair March 20th and no one came out until April 4th.No one informed my family member that the damage was due to pet and was just told we would have to pay for a better repair.If you knew it was not Repairable and that the warranty would not be honored why was a repair even attempted? Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The stated incidents occurred as the business provided except we do not have a St. Bernard dog and our only dog bowl is kept more than six feet from the affected area. The bowl is secured in a no spill tray and placed on top of a pad which would prevent the water from entering the area affected. I told the inspectors this when they were present. The inspectors brought up the question about the dog bowl and we removed the bowl from the area on an earlier visit. The issue continued to get worse as well as in other areas where no water hazards are present. The inspectors also viewed several other areas in the Kitchen where similar issues have occurred. The other affected areas are not near water and have not had any water placed on them while we have owned the home. This issue is not due to excessive water as we have kept the floors clean and dry as requested by [redacted] homes and the flooring company. We have informed the inspectors this each time they were at our house which was more than four visits to our house to fix issues with the floors. The issue was present within the first month of owning the home when they came to fix several pieces which were moving back and forth. Each time an inspector has come to our home they have checked our floors humidity levels and confirmed that they were well within the regulations for the manufacturer. When the company arrived to replace the "5-7" boards the manager stated that he could only replace 3-4 boards and only had two hours. I provided a box of my own flooring to bring the total up to 5-7 boards. The manager stated that he would only replace the 3-4 boards and could not do any more. I asked the manager to call his boss and ask him about the boards that were not provided as the manager said they be on a previous conversation. The manager stated that he would only replace the 3-4 boards and would not call his boss. I asked him to leave my house until the boss contacted me to replace the boards. 5-7 boards will not fix the affected areas and several installers have stated that the floor was defective while working on our floor. This is not an issue caused by us and is a issue with the product.
Regards,
[redacted]

The following is the result of sending out our Manager of Technical Services to re-examine the issue of seams: We have decided that in spite of the manufacturer denying the claim to replace the carpet and the customer requesting to only have us re-repair the seams, we are going to replace the carpet.