FLOOR MASTER

This letter From Floor Master does not resolve the issue with the floorI have the letter from the insurance that clearly states because the damage involves the cracking/separation/shrinking of the flooring which appears to be the result of wear and tearNo evidence of a water leak was noted upon inspectionThis letter from Floor Master was packed with lies, many of which can be provedWhere do I go from here? Does the Revdex.com do more or do I take this company to court?

I received a complaint today filed by [redacted] of [redacted] with the above complaint number and am responding to you on the events that transpired. In June of 2011 Mrs. [redacted] purchased new laminate flooring for the kitchen of her in... home personal care facility which also serves as her personal residence. On July 6-7, 2011 we installed 8 the flooring for her. At the time of installation [redacted] noticed that the sink was leaking. He tried to fix it and did clean out the trap on the drain but the washer was damaged so he advised her to call a plumber to get it repaired and she said she would. He had to wear gloves to work under the sink due to the filth that had built up and it looked like septic, it was thick, and when he moved the pots and pans found a carcass appearing to be the size of a kitten. She was offended because [redacted] went out and got rubber gloves to take apart the trap under the sink as well as his help also opting to wear gloves. Approximately 6 months after the installation date [redacted] ’s husband stopped in the store and said that they had a problem with a transition strip going from the kitchen to the living room and could I send my husband [redacted] out to try to fix it. When [redacted] went out to repair the strip he noticed that the floor appeared to be falling apart. [redacted] said I don’t recommend spending the money on a new strip as the floor needs to be replaced. There looks to be too much water going under the floor. He asked the man do you still want the strip. He said no he would talk to [redacted] and get back to us. Her husband called me and I told him that [redacted] said the floor looked like a lot of water damage and he told me he did spill a bucket of water on the floor when cleaning. I told him that he shouldn’t clean the floor with water and there was so much damage that the strip would not hold. We never put a new strip on as we never heard back from them. [redacted] called on January 24, 2014 and said she was having problems with the floor. I sent [redacted] out the next day to look at the flooring and see what he could do. [redacted] noticed the floor was like a sponge, the worst he has seen. [redacted] said that she had the sink leak fixed by a plumber. There appeared to be water damage from all the way across the room by the freezer. [redacted] said that the old freezer was leaking so they brought a new one. [redacted] went to the basement to see where the water was coming through and showed [redacted] the mold and rot from long term water leaking. He said that when a floor that is laminate gets this wet it falls apart because it is made with particle board. He moved a cabinet to see where other water is coming down by her washing machine with a window and behind there was a dead rat carcass that looked like it decayed where it died. [redacted] and [redacted] went upstairs and [redacted] asked to look under the sink and [redacted] said ok. [redacted] opened the cabinet and saw the most disgusting black mold growing, garbage from the leaking trap which was a slimy mess that was so bad he had to get gloves on to touch any of it. [redacted] said that she had gotten a plumber to fix it and [redacted] said if she did they didn’t do a good job because of all the continued water damage. She said ok what am I going to do. He told her that the best thing he could do was to write up an estimate for the water damage he saw and if the claim is approved we would deduct the estimate fee from the new flooring cost. She said what about my warranty on the flooring and [redacted] said he has been doing flooring long enough to not have to pay for an independent inspection when he can see it is water damage, it would be a waste of money. He told her the floor can’t get wet underneath. She said ok write up the insurance estimate and we will go from there. So we wrote up the estimate and I faxed it to [redacted] on January 28, 2014 On April 1,2014 [redacted] called and said her insurance isn’t covering her floor and I will read you what it says on the insurance claim. “Due to normal wear and tear laminate flooring will not be replaced”. So [redacted] said can I get the name of the insurance company and agent and give them a call for you because I have never heard of water damage being considered normal wear and tear. [redacted] called the insurance company and spoke with the claims officer Daniel Penrod and she said she didn’t know what he was talking about without the claim number but it didn’t sound right. So he said he would call [redacted] back which he did. He told her the agent couldn’t do anything without the claim number but it didn’t seem right to her about the wear and tear denial. [redacted] told him she would get the papers and read them to him. She read a paragraph and I can’t remember it word for word but it included “due to any leak over 14 days the insurance company will not cover it”. If the insurance company noticed it and we also told you it has been leaking for a long time by the mold and rot we can’t take the blame for the leak. [redacted] heard her husband yelling in the background he is an [redacted] and we will bury him. She said are you kidding there are no warranties on this floor. [redacted] said yes there is but not if it has been submerged under water. She said well if you don’t replace this floor I am calling the RevDex.com and will have your as in court. So [redacted] said well I will see you in court. She said I want you to rip this floor out of here and I want a new floor. He said he would go out on Saturday and Sunday of this weekend and pull the floor up and send a piece to the manufacturer and have it inspected. But if it comes back to being your fault you won’t have any floor. Or he could make it easy as possible and can send an independent inspector out or [redacted] could contact one and have them come out to inspect the floor. The cost is $250 and if it comes back faulty goods we will gladly replace it for you. If it comes back your fault in any way you will have to pay the $250 inspection fee and will not get a new floor. She said F you I am not paying a penny. [redacted] said that is the best I can do I guess I will see you in court bye. [redacted] ’s husband called the store on April 2,2014 and I spoke with him. He was mad that we were not replacing the flooring and said we were mean to his wife. He started calling me names and called me a fu_____ cu as well as telling mel could go fu myself and more obscene name calling. I told him not to speak to me that way and that my husband had not spoken to your wife like that. ***’s conversation was taped by our in store security system so I know what was said by him when he spoke with [redacted] this morning and he did not yell, scream or call her any names like you are doing to me. We spoke about the care and maintenance of the floor and how he had previously told me, not ***, that while mopping the floor a bucket of water was spilled by accident. He also told me they had been steaming the floor and I told him that both methods are not recommended by the manufacturer and can and will damage the floor. They need to use laminate floor cleaner and a swifter or similar product which can be purchased at the grocery store or from me at the flooring store. I told her husband the same options [redacted] had given to [redacted] earlier that day that [redacted] offered to come out this weekend and pull up the flooring and send a piece back to the manufacturer for inspection. If it was found to be defective we would replace the floor for them. If not she would not get a new floor unless she purchased one. The other option would be to have an independent inspector come out to inspect the floor to determine the cause for the damage. If the flooring was damaged because of manufacturing defects we would replace it and reimburse here for the inspection fee. If it was due to the customers fault they would have paid the inspection fee and not be reimbursed anything. At this point I could hear [redacted] screaming in the background “lam not paying for a new floor. If they don’t fix it lam going to ruin them on the computer and take him to court”. When she kept yelling and her husband couldn’t hear me anymore we hung up. We have tried to help this customer in any way we could. We feel in our professional opinion that the flooring was very clearly damaged due to conditions caused by the customers water leaks. We have been in the flooring industry for 32 years and did not want the customer to have to pay for an inspection on a flooring we, again in our opinion, are certain was caused to fail by water damage. That is the reason we suggested they contact their homeowners insurance. It has been our experience that if property is damaged due to flooding, an appliance leaking, smoke or fire then homeowners insurance would cover the damage. It was clear upon our inspection of the area including the basement below that there was an ongoing water problem. The mold downstairs in the basement as well as the black mold, fungus and sink trap debris ( located in the base cabinet under the sink and in the freezer area all confirm the issue. There is a community recreation center just down the street from [redacted] ’s that had also installed laminate flooring, not sold nor installed by us, around the same time as [redacted] did and they experienced water damage. They immediately contacted their insurance company then us, we did and estimate and working with them and the insurance company replaced the flooring. Which was covered by their insurance carrier. I believe the difference must have been that the community center acted immediately to report and remedy the situation while [redacted] did not. It is our goal to try to please every customer that walks through our door but unfortunately this is not the case with Mrs. [redacted] . I am enclosing the correspondence as well as copies of sales slips and estimates with respect to this customer. If I can be of any further assistance please feel free to contact me.

This letter From Floor Master does not resolve the issue with the floor. I have the letter from the insurance that clearly states because the damage involves the cracking/separation/shrinking of the flooring which appears to be the result of wear and tear. No evidence of a water leak was noted upon inspection. This letter from Floor Master was packed with lies, many of which can be proved. Where do I go from here? Does the Revdex.com do more or do I take this company to court?

I received a complaint today filed by [redacted] of [redacted] with the above
complaint number and am responding to you on the events that transpired.
In June of 2011 Mrs. [redacted] purchased new laminate flooring for the kitchen of her in...

home
personal care facility which also serves as her personal residence. On July 6-7, 2011 we installed 8
the flooring for her. At the time of installation [redacted] noticed that the sink was leaking. He tried to
fix it and did clean out the trap on the drain but the washer was damaged so he advised her to
call a plumber to get it repaired and she said she would. He had to wear gloves to work under
the sink due to the filth that had built up and it looked like septic, it was thick, and when he
moved the pots and pans found a carcass appearing to be the size of a kitten. She was
offended because [redacted] went out and got rubber gloves to take apart the trap under the sink as
well as his help also opting to wear gloves. Approximately 6 months after the installation date
[redacted]’s husband stopped in the store and said that they had a problem with a transition strip
going from the kitchen to the living room and could I send my husband [redacted] out to try to fix it.
When [redacted] went out to repair the strip he noticed that the floor appeared to be falling apart.
[redacted] said I don’t recommend spending the money on a new strip as the floor needs to be
replaced. There looks to be too much water going under the floor. He asked the man do you
still want the strip. He said no he would talk to [redacted] and get back to us. Her husband called
me and I told him that [redacted] said the floor looked like a lot of water damage and he told me he did
spill a bucket of water on the floor when cleaning. I told him that he shouldn’t clean the floor
with water and there was so much damage that the strip would not hold. We never put a new
strip on as we never heard back from them.
[redacted] called on January 24, 2014 and said she was having problems with the floor. I sent [redacted]
out the next day to look at the flooring and see what he could do. [redacted] noticed the floor was like
a sponge, the worst he has seen. [redacted] said that she had the sink leak fixed by a plumber.
There appeared to be water damage from all the way across the room by the freezer. [redacted]
said that the old freezer was leaking so they brought a new one. [redacted] went to the basement to
see where the water was coming through and showed [redacted] the mold and rot from long term
water leaking. He said that when a floor that is laminate gets this wet it falls apart because it is
made with particle board. He moved a cabinet to see where other water is coming down by her
washing machine with a window and behind there was a dead rat carcass that looked like it
decayed where it died. [redacted] and [redacted] went upstairs and [redacted] asked to look under the sink and
[redacted] said ok. [redacted] opened the cabinet and saw the most disgusting black mold growing,
garbage from the leaking trap which was a slimy mess that was so bad he had to get gloves on to
touch any of it. [redacted] said that she had gotten a plumber to fix it and [redacted] said if she did they
didn’t do a good job because of all the continued water damage. She said ok what am I going to
do. He told her that the best thing he could do was to write up an estimate for the water
damage he saw and if the claim is approved we would deduct the estimate fee from the new
flooring cost. She said what about my warranty on the flooring and [redacted] said he has been doing
flooring long enough to not have to pay for an independent inspection when he can see it is
water damage, it would be a waste of money. He told her the floor can’t get wet underneath.
She said ok write up the insurance estimate and we will go from there. So we wrote up the
estimate and I faxed it to [redacted] on January 28, 2014
 
On April 1,2014 [redacted] called and said her insurance isn’t covering her floor and I will read you
what it says on the insurance claim. “Due to normal wear and tear laminate flooring will not be
replaced”. So [redacted] said can I get the name of the insurance company and agent and give them a
call for you because I have never heard of water damage being considered normal wear and
tear. [redacted] called the insurance company and spoke with the claims officer Daniel Penrod and she
said she didn’t know what he was talking about without the claim number but it didn’t sound
right. So he said he would call [redacted] back which he did. He told her the agent couldn’t do
anything without the claim number but it didn’t seem right to her about the wear and tear
denial. [redacted] told him she would get the papers and read them to him. She read a paragraph
and I can’t remember it word for word but it included “due to any leak over 14 days the
insurance company will not cover it”. If the insurance company noticed it and we also told you it
has been leaking for a long time by the mold and rot we can’t take the blame for the leak. [redacted]
heard her husband yelling in the background he is an [redacted] and we will bury him. She said are
you kidding there are no warranties on this floor. [redacted] said yes there is but not if it has been
submerged under water. She said well if you don’t replace this floor I am calling the RevDex.com and will have your as in court. So [redacted] said well I will see you in court. She said
I want you to rip this floor out of here and I want a new floor. He said he would go out on
Saturday and Sunday of this weekend and pull the floor up and send a piece to the manufacturer
and have it inspected. But if it comes back to being your fault you won’t have any floor. Or he
could make it easy as possible and can send an independent inspector out or [redacted] could
contact one and have them come out to inspect the floor. The cost is $250 and if it comes back
faulty goods we will gladly replace it for you. If it comes back your fault in any way you will have
to pay the $250 inspection fee and will not get a new floor. She said F you I am not paying a
penny. [redacted] said that is the best I can do I guess I will see you in court bye.
[redacted]’s husband called the store on April 2,2014 and I spoke with him. He was mad that we
were not replacing the flooring and said we were mean to his wife. He started calling me names
and called me a fu_____ cu as well as telling mel could go fu myself and more obscene
name calling. I told him not to speak to me that way and that my husband had not spoken to
your wife like that. [redacted]’s conversation was taped by our in store security system so I know what
was said by him when he spoke with [redacted] this morning and he did not yell, scream or call her
any names like you are doing to me. We spoke about the care and maintenance of the floor and
how he had previously told me, not [redacted], that while mopping the floor a bucket of water was
spilled by accident. He also told me they had been steaming the floor and I told him that both
methods are not recommended by the manufacturer and can and will damage the floor. They
need to use laminate floor cleaner and a swifter or similar product which can be purchased at
the grocery store or from me at the flooring store. I told her husband the same options [redacted] had
given to [redacted] earlier that day that [redacted] offered to come out this weekend and pull up the
flooring and send a piece back to the manufacturer for inspection. If it was found to be
defective we would replace the floor for them. If not she would not get a new floor unless she
purchased one. The other option would be to have an independent inspector come out to
inspect the floor to determine the cause for the damage. If the flooring was damaged because
of manufacturing defects we would replace it and reimburse here for the inspection fee. If it
was due to the customers fault they would have paid the inspection fee and not be reimbursed
anything. At this point I could hear [redacted] screaming in the background “lam not paying for a
new floor. If they don’t fix it lam going to ruin them on the computer and take him to court”.
When she kept yelling and her husband couldn’t hear me anymore we hung up.
We have tried to help this customer in any way we could. We feel in our professional opinion
that the flooring was very clearly damaged due to conditions caused by the customers water
leaks. We have been in the flooring industry for 32 years and did not want the customer to have
to pay for an inspection on a flooring we, again in our opinion, are certain was caused to fail by
water damage. That is the reason we suggested they contact their homeowners insurance. It
has been our experience that if property is damaged due to flooding, an appliance leaking,
smoke or fire then homeowners insurance would cover the damage. It was clear upon our
inspection of the area including the basement below that there was an ongoing water problem.
The mold downstairs in the basement as well as the black mold, fungus and sink trap debris (
located in the base cabinet under the sink and in the freezer area all confirm the issue. There is
a community recreation center just down the street from [redacted]’s that had also installed
laminate flooring, not sold nor installed by us, around the same time as [redacted] did and they
experienced water damage. They immediately contacted their insurance company then us, we
did and estimate and working with them and the insurance company replaced the flooring.
Which was covered by their insurance carrier. I believe the difference must have been that the
community center acted immediately to report and remedy the situation while [redacted] did not. It
is our goal to try to please every customer that walks through our door but unfortunately this is
not the case with Mrs. [redacted]. I am enclosing the correspondence as well as copies of sales
slips and estimates with respect to this customer. If I can be of any further assistance please feel
free to contact me.

Review: On 07/06-07/08/2011 I purchased laminate flooring from Floor Master of Emporium Pa..On approx. 06/01/2013 I noticed big cracks everywhere in the flooring. On aprox 06/04/2013 I called Floor Master and spoke with the wife about the flooring..she only wanted to know what I was cleaning the floor with..I asked her to have her husband come and look at the floor, well I waited and waited. On aprox 01/24/20014 I called Floor Master again and again spoke with the wife and demanded her husband come look at this floor...he came the following morning...claimed it was water damage and I needed to claim it thru my insurance which I did...it was denied...I called again today 04/02/2014..[redacted] was very rude screaming when I asked about the warranty on the flooring..."I told you it was water damage from a leak in your sink..it was not the flooring"..when the insurance adjuster came she found no evidence of a leak. [redacted] told me to "take him to court".Desired Settlement: replace my floor!

Business

Response:

I received a complaint today filed by [redacted] of [redacted] with the above