Greatmats.com Corporation

Every customer concern and claimant warrants an appropriate responseAfter speaking with this sales person and her supervisor, I learned that this customer verbally abused my sales personWe attempted to sell the customer a 2xft tile of the same quality that is designed for residential use, but the customer refused and demanded the 1xmeter tile, which does require freight delivery and the additional customer requirements as outlined in our shipping disclaimerWe also ask for room dimensions and sometimes customer will not provide, in this case we note our orders that the customer determined the tile count requiredThe backed ordered ramps will be shipped when availableThe customer did receive the number of floor tiles orderedOur of to assist with her inconvenience with the trucking company is fairThank you [redacted] President

The sale was made on January 18, The purchase price was for the tiles We just heard of this customer's complaint June 16, The customer has had the tiles for over yearsFrom the images we received the tiles have received heavy useThese tiles are under a year warranty so they are well passed this point We do have our warranty information on our website

This customer purchased the least expensive economy rolled rubber option. The first complaint was that she did not like the look of the rolled rubber material. It is a second grade regrind material and has visual imperfections, thus the lower cost. In addition the customer provided images that she... claims are factory defects. The images show classic damage due to freight shipping, which was not noted at the time of delivery. Greatmats has given the customer the benefit of the doubt and we offered appropriate material replacement to the customer at no cost. The customer refused this option. Another complaint was that the rolls were shorter than ordered, the remedy is to provide more material which we have offered at no cost. The manufacturer has provided images that show the material wrapped with no damage before shipping. Sometimes concealed shipping damage does occur, which is why our offer of free replacement at appropriate amounts was more than fair. Cut lengths are provided as a courtesy to customers, and in some cases the manufacturer will ship one roll length in two pieces, for example a 60 ft length, may come as 2 rolls at 30 linear feet each, this is acceptable and normal in the industry. The point is that butt seams in this type of rolled flooring is normal and common. The customer told our sales person that she would install the material herself with no glue, later she told me that she would install the material herself with glue. For her 3000 SF job, a glue down is the only recommended installation method. Normally this does require a professional installer and some cutting of the material during installation, as any commercial floor installation would require. Finally the manufacturer has offered to take the material back at no cost to the customer for a full refund, with the requirement that the customer would have to repackage the rolled rubber material onto pallets and shrink wrap and bind the rolls and ready for pickup outside. To this the customer refused the packaging requirement. Then later agreed to roll the material outside, but refused the place the rolls onto the pallets. At every turn the customer has been unwilling to find a resolution, and only demands a full credit and/or replacement, and it appears she also wants to keep the first batch of material.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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.]
Regards,
*** *** The material was signed for as complete with no damage because there was no damage to the shrink wrap and no visible damage was seen until the shrink wrap was removedThe delivery person is not going to wait at the delivery site while I unwrap rolls to verify there is no damages.First Greatmats says the delivery company damaged and concealed the flooring, now their new theory is, I might have damaged the rolls while moving it into the buildingIf this new theory is true, what happened to the lengths I was shorted? How did they magically disappear…?? Did they magically fall off in the delivery truck…?? Maybe they magically disappeared while I was unrolling the flooring…..You don’t have much of a leg to stand on ***

The material was signed for as complete and not damaged by the customer at the time of deliveryWe dont know if the damage happened while the customer was moving the rolls into the buildingWe offered a very reasonable solution

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

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. This company handled everything in a timely manner, Great Matts finished the jobPlease note that I have another order with Great Matts at this time, and only do business with companies that I trust
Regards,
*** ***

I personally worked with this customers' contractor as specifically directed and requested by the customer over email, I had no phone number to the contractor. I have no idea if the contractor followed up with the project. After reviewing the several tiles from photos provided with the factory of...

the product, it was determined that the tiles were not defective. The tiles had a slight bow which is not uncommon. A simple and easy solution for installation was provided, and emailed to the customer and to the contractor several times with no response. I recently emailed the contractor and have no reply.This customer demanded full tile replacement and installation costs coverage from the start of discussions. The product manufacturer is responsible for the product warranty and no installation costs are covered by the warranty, which is common in the flooring industry. Thank you [redacted] President.

Every customer concern and claimant warrants an appropriate response. After speaking with this sales person and her supervisor, I learned that this customer verbally abused my sales person. We attempted to sell the customer a 2x2 ft tile of the same quality that is designed for residential use, but...

the customer refused and demanded the 1x1 meter tile, which does require freight delivery and the additional customer requirements as outlined in our shipping disclaimer. We also ask for room dimensions and sometimes customer will not provide, in this case we note our orders that the customer determined the tile count required. The backed ordered ramps will be shipped when available. The customer did receive the number of floor tiles ordered. Our of 50.00 to assist with her inconvenience with the trucking company is fair. Thank you [redacted] President

This customer purchased the least expensive economy rolled rubber option. The first complaint was that she did not like the look of the rolled rubber material. It is a second grade regrind material and has visual imperfections, thus the lower cost. In addition the customer provided images that she...

claims are factory defects. The images show classic damage due to freight shipping, which was not noted at the time of delivery. Greatmats has given the customer the benefit of the doubt and we offered appropriate material replacement to the customer at no cost. The customer refused this option. Another complaint was that the rolls were shorter than ordered, the remedy is to provide more material which we have offered at no cost. The manufacturer has provided images that show the material wrapped with no damage before shipping. Sometimes concealed shipping damage does occur, which is why our offer of free replacement at appropriate amounts was more than fair. Cut lengths are provided as a courtesy to customers, and in some cases the manufacturer will ship one roll length in two pieces,  for example a 60 ft length, may come as 2 rolls at 30 linear feet each, this is acceptable and normal in the industry. The point is that butt seams in this type of rolled flooring is normal and common. The customer told our sales person that she would install the material herself with no glue, later she told me that she would install the material herself with glue. For her 3000 SF job, a glue down is the only recommended installation method. Normally this does require a professional installer and some cutting of the material during installation, as any commercial floor installation would require. Finally the manufacturer has offered to take the material back at no cost to the customer for a full refund, with the requirement that the customer would have to repackage the rolled rubber material onto pallets and shrink wrap and bind the rolls and ready for pickup outside. To this the customer refused the packaging requirement. Then later agreed to roll the material outside, but refused the place the rolls onto the pallets. At every turn the customer has been unwilling to find a resolution, and only demands a full credit and/or replacement, and it appears she also wants to keep the first batch of material.

The sale was made on January 18, 2013.  The purchase price was 135.20 for the 20 tiles.  We just heard of this customer's complaint June 16, 2015.  The customer has had the tiles for over 2 years. From the images we received the tiles have received heavy use. These tiles are under a 1...

year warranty so they are well passed this point.  We do have our warranty information on our website.

We will be replacing the customers mats.

I purchased what was marketed as one of the Water Proof Great Mats for Basement Floors, aka Martial Arts Mats. A year and a half after this mat was on my basement floor I pulled it up do discover water and mold underneath it. I had lived in the house 5 years and never had a water issue before. Turns out I didn’t have a water issue, but a moisture issue amplified by the floor being there. Before installing the floor, I had carpet down. The carpet was never once moist or wet, because it was breathable, unlike the floor that was sold to me. Customer service, including the owner [redacted] was extremely rude. Blaming me for the purchase despite admitting they should have not have sold a floor for a basement floor, even though it’s marketed as a basement floor. Their best solve was to give me a 20% store credit on a future purchase. We’ll I’m out the $688.00 I spent on the floor, and the $175 to rent a floor scrubber to remove the mold, and seal and finish my floor (this does not include my time). I did this, so I could actually provide the safe place for my child to play, that their mats could not. There is nothing safe about laying a floor down that traps air movement and creates mold. I suggest you read other reviews and see people’s reactions when they have an issue taken to customer service.

Below is my full timeline.

Install February 2013.

Week of 4-28-2014 - I lifted the tiles to discover moisture on the basement floor. ?The other half of my basement not covered by this floor has had no issues, and still does not have issues. Mold was created by their floor.

5-3-2014 – I pulled up all of the tiles to find moisture, mold and stains on my floor, and my Great Mats Floor. ?

5-7-2014 – I contacted Great Mats to let him know of the issue, and I sent them pictures. Their response was to sell me additional tiles that would fit between my floor and my Great Mat tiles. I then contacted the salesmen by phone to discuss the situation. At that time, he told me it would have been a good idea to ask me if I had a moisture issue in my basement before selling me the floor. ?

5-9-2014 – I contacted a supervisor. No resolution. ?

5-12-2014 – I contacted Supervisor again, no resolution. ?

5-14 –2014 – Supervisor responds to me that she will not accept my offer, and explains that Great mat tiles would be like putting down a sheet of plastic on a basement floor, before putting carpet on top of that. As I told that Supervisor and the owner [redacted], why would anyone ever put plastic down in their basement with carpet on top of it. That would create a mold issue, exactly it has here. ?

5-15-2014 – I called and talked to the Supervisor, and her response was to call on Friday (5-16) when the owner [redacted] is back at work, and ask for him. ?

5-16-2014 – I called to talk to [redacted] first response back to me was why am I not talking to a supervisor about my issue? [redacted] next response was to make sure my dirt was graded away from my house, and to make sure my gutters were cleaned. I’ve lived in the house for 5 years before putting down his floor, and never had a water issue. I found it insulting that he would not listen to the problem, and insisted that I have water in my basement. He also talked to me about having moisture problem at his “cabin”… and he would not recommend this floor for his cabin (he claimed if you run a dehumidifier, then you should not use his flooring. What basement does not use a dehumidifier?) My question once again, why did anyone not ask me that when they were selling me the floor? Why does their website not say anything about that. He told me the salesmen’s solution to sell me extra tile would not fix the problem. I told him I would be purchasing an area rug to put over part of my floor to provide a safe place for my son to play, that his material did not. [redacted] response was “we sell area rugs, they are not going to be the $49.00 area rug you are going to buy from Target, ours are American Made”. Why did [redacted] assume I was going to Target, I felt insulted by his comment. [redacted] response to my issue was “he would get back to me early the following week.” I didn’t hear from him on the 19, 20, 21, and 22. I called at 10:40am on the 23rd and left him a voice mail as his staff said he was on the phone, and another reported he was in a meeting. [redacted] then emailed me back 10 minutes later with a 20% store credit offer.

One thing you never saw in this review was an apology or a timely response from the OWNER. It’s not the problem; it’s how it’s handled. After I told the owner I was never apologized to, and I thought his 20% future credit offer was insulting... do you think he ever responded? No. Not as of May 30th 2014. Why would I purchase anything else from a company, and person whose teated me so poorly? Why would anyone?

Review: Company is selling flooring tiles that fall apart over time. They do not warn their customers of this problem anywhere on their website and after emailing my complaint to them even admiting their product is defective. However, they did not warn me before I purchased these tiles and had to learn the hard way that the tiles peel and come apart and buckle.Desired Settlement: Send 20 replacement tiles.

Business

Response:

The sale was made on January 18, 2013. The purchase price was 135.20 for the 20 tiles. We just heard of this customer's complaint June 16, 2015. The customer has had the tiles for over 2 years. From the images we received the tiles have received heavy use. These tiles are under a 1 year warranty so they are well passed this point. We do have our warranty information on our website.

Business

Response:

We will be replacing the customers mats.

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.