Harman-Wright Mortuary & Crematory

Dear Ms [redacted] Please accept my apologies for the long wait in receiving the adjustment to your invoice I spoke to your account manager today and he was not aware a credit was to be issued [redacted] ***t said he followed up with you after the installation and the excess material was not mentioned My guess is you spoke to members of our corporate office and the communication broke down getting the action items back to Josh I’ve spoken to Josh today and he will contract you to process your credit immediately If you have ay further issues please call me at [redacted] Sincerely, [redacted] Chief Operating Officer Carpetland Carpet One

[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 If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Carpetland has offered to send me a check in the amount of $159, which they say represents the pro-rated amount of the warranty After trying to get this problem resolved for the past months, I am willing to accept this payment so I do not have to deal with it any longer I will be expecting a check in the amount of $from Carpetland Thank you Regards, [redacted]

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 Carpetland offered a pro-rated amount of $off of a new floor replacement At this point, we do not want to have this company do any more work for us, since all they did was give us the run-around, and said they were "scared" to tell us the truth! We would accept a check in the amount of $since Carpetland believes this amount off of another floor would be a solution, and this is all they are willing to offer If they offer us a refund in the form of a check in this amount, this case will be closed as far as we are concerned Regards, [redacted]

A response from Carpetland was received on 12-28-via Postal MailMy complaint about Carpetland is now resolved and satisfied thanks to the time and effort provided by the Revdex.com From *** ***
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,
*** ***

Dear Mr***,
I asked you to tell me what you wanted to resolve the issue and am open to your suggestions. If you do not want Carpetland in your home then I will gladly honor the offer of a pro-rated credit of $159.00 Please confirm you want me to have a check cut or propose an alternative solution you are looking for and I will consider it

Dear Mr***, I regret you are experiencing a service and communication issue with Carpetland Carpet One. The challenge with your vinyl is the nails securing the underlayment to the subfloor have worked their way loose and are telegraphing through the vinyl. ***'s warranty is a
year pro-rated warranty. As you know, the value of the warranty decreases every year the floor is down. The vinyl is in year of 15. The purchase price with installation is $800.00. Nail pops are NOT a manufacturing or installation defect. For a second, let’s assume nail pops are covered, the pro-rated warranty would yield a refund of $159.99. Consumers may contact *** on their web-site or through a consumer hotline number found on the website to receive warranty guidelines and exclusions. The product you purchased is named MemoriesNail pops are not considered a manufacturing or installation defect because it is caused by changes in the environment. A Google search lists changes in relative humidity (below 30% and above 55% for prolonged days at a time followed by rapid increases or decreases in the opposite direction which is common in our area), expansion and contraction of the subfloor, the home settling with age, and when applicable-moisture damage due to leaky pipes, waterlines, or busted water lines. Nail pops are more likely to occur the longer the vinyl has been installed and it is not unusual for the to happen after years. In addition, Carpetland's installation warranty in was for a term of months after the date of installation. The communication delays you experienced are a result of the amount of time it took, to track down all the paperwork from a year old sale. The larger reason is the Erlanger staffs fear of being candid with you. The staff was scared to tell you that there is no recourse because they feared you would get upset and no longer purchase from Carpetland. The situation was not handled correctly and I sincerely apologize. I am in no way implying you would act unreasonable in any way. This has not been the case. I am saying my staff would have been scared to tell any client the bad news. The manager Jeff S***, is especially afraid of potential conflict so you got shuffled from one person to another and no one had the stomach to be candidNEXT STEPS:The *** vinyl lasted years with an investment of only $800.00. The vinyl gave you a ton of value over years. There are few home furnishing products that give a homeowner years of utility with daily usage. I do not feel a repair is the best solution moving forward. The nail pops in the subfloor will increase every year due to the age of the floor, a piece of vinyl sitting in storage for the last years will not match the color or shade of the piece that's on the floor. I propose the ***'s select a new vinyl, luxury vinyl tile or plank, carpet, laminate, or hardwood floor from Erlanger Carpetland and update the year old vinyl. During the demo, we can check for any signs of moisture damageConsidering the age of the vinyl, excessive moisture damage is doubtful, but it’s prudent to verify visually. As a gesture of good will, Carpetland will issue and in store credit of $159.99. This amount is equal to the value of ***'s warranty if it were to apply here. Regards,Steven R*** *** ** Carpetland Carpet One *** Carpetland's original paperwork attached. Thanks,Steve R*** ***

Carpetland made a pro-rated offer based on the age of the viny floor. Carpetland is not willing to replace a year old vinyl floor at no charge. However, I am willing to consider a counter offer. What is it that you would like to see happen?
Regards,
Steve R*** ***

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.
Carpetland offered a pro-rated amount of $159 off of a new  floor replacement.  At this point, we do not want to have this company do any more work for us, since all they did was give us the run-around, and said they were "scared" to tell us the truth!   We would accept a check in the amount of $159 since Carpetland believes this amount off of another floor would be a solution, and this is all they are willing to offer.   If they offer us a refund in the form of a check  in this amount, this case will be closed as far as we are concerned.  
Regards,
[redacted]

Dear Ms. [redacted] Please accept my apologies for the long wait in receiving the adjustment to your invoice.  I spoke to your account manager today and he was not aware a credit was to be issued.  [redacted]t said he followed up with you after the installation and the excess material was not...

mentioned.  My guess is you spoke to members of our corporate office and the communication broke down getting the action items back to Josh.    I’ve spoken to Josh today and he will contract you to process your credit immediately.  If you have ay further issues please call me at [redacted].  Sincerely,   [redacted] Chief Operating Officer Carpetland Carpet One

[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.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.   Carpetland has  offered to send me a check in the amount of $159, which they say represents the pro-rated amount of the warranty.  After trying to get this problem resolved for the past 10 months, I am  willing to accept this payment so I do not have to deal with it any longer.  I will be expecting a check in the amount of $159 from Carpetland. 
Thank you. 
Regards,
[redacted]

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.
Our main complaint against Carpetland was their lack of response  to our many calls to them.  In  his response to our complaint letter,  the COO stated that the staff was "scared to tell you that there is no recourse because they feared you would get upset and no longer purchase from Carpetland.  ..... The manager, Jeff S[redacted], is especially afraid of potential conflict so you got shuffled from one person to another and no one had the stomach to be candid."   What kind of customer service is this????  The staff was SCARED to call us back????  What a joke!!    Furthermore, he stated that "nail pops are not considered  a manufacturing or installation defect. ....... are more likely to appear the longer the vinyl has been installed and it is not unusual for this to happen after 12 years."    If this  is true,  it should be stated in the warranty, and we should have been warned that the nails could pop up after a few years.    He also stated that their installation warranty was for a period of 2 years, but in my paperwork it states "Should further service be required attributable to the original installation of your vinyl floor, your Carpet One Floor & Home retailer will return and provide that service at no cost to you for the life of the floor. [in this case 15 years]."  We believe the nail pops may be due to incorrect original installation, specifically where they had to return to cut out a portion of the vinyl and patch it because a piece of vinyl scrap was left by the installer under the flooring in the area where the nail pops are occurring.  Carpetland would not even agree to take up the floor to determine the reason for the problem., or repair the floor with a large piece of leftover vinyl that we have kept.    The COO says we can contact [redacted]  for the vinyl warranty....however, there is nothing wrong with the vinyl itself; the problem is with the nails popping up from the Carpetland installed underlayment  under the vinyl.  They offered us a $159 credit on a new floor purchased from  them.  This is absolutely not an acceptable solution because after this fiasco we never want to deal with them again, and neither will any of our large family or circle of friends, neighbors or acquaintances.   We have also purchased 4 rooms of carpet and a laminate floor in the entryway from Carpetland, and told them we have 2 large basement rooms and a hall we wanted to have flooring installed in, plus we have used their carpet cleaning services, so we think we deserved  much better treatment and a more  satisfactory outcome  to this frustrating problem than what we received.  
Regards,
Charles [redacted]