Karpet Korner Inc

The [redacted] purchased $146.13 of glue down vinyl plank on 4/1/17, they had it installed on 4/18/17.  Their first complaint to us came at 7/20/17 complaining of the floor coming up. Upon inspection the concrete slab that it was laid on was wet.  The source of the moisture was then and still...

is unknown.  We advised them that even though this was a site based problem we would replace it for them if they would fix the source of the moisture.  The planks, glue, and installation were not the problem, the problem was the moisture.  Since it was such a small area we decided to replace it at no cost to them simply as an accommodation.  We sent someone out to remove the floor for them and give them a chance to fix the water problem. We reinstalled the product on 8/11/17 after we were told the moisture problem had been addressed and fixed. On Feb 18th we got the next complaint that the floor was again coming up.  On Feb 22nd I personally inspected the floor and again there was water under the floor causing the glue to release. Again, as an accommodation I offered to replace it but told Mr [redacted] that until the moisture problem was fixed it was going to happen again.  He asked if we could put a product down that instead of being glued down snapped together on top and use the floor that was down as the moisture barrier. This product is two and a half times as expensive as the product they bought but I thought we are already this deep into it I'd replace it again. On Feb 23rd we installed this product, again at no cost to the [redacted]. The installer does not leave until the job is inspected by the customer and given the ok.  The next day Mrs [redacted] called back saying there was a gap where the floor met the wall.  We sent the installer back the next day to fix this and when he got there he was told they had covered it with trim.  We were unaware that this was still a problem until I received this complaint in the mail.  I feel we have been more than fair to the [redacted].  We have spent over $700 dollars on material and labor to fix a problem that paid us $146 and the problem is not with our product or installation it is a site based problem.  We sell and install over 150,000 sq ft of these products annually and this is the only time I've seen this problem.  Mrs [redacted] feels this problem is condensation from the concrete but it's not new concrete and it was not wet when we installed it initially.  The source of the water is unknown and not our responsibility to fix.  If you hire a contractor to put sheet rock on your ceiling and it falls down because you have a leak in your roof it's not the guy who put up the sheet rocks fault that it came down or that there is a leak in the roof.

Initial Business Response /* (1000, 10, 2015/09/01) */
This flooring is a vinyl floor covering that is made to be laid without gluing it to the floor, however it can be glued if the customer chooses. This customer originally purchased it to be loose laid(no glue). They complained months later that...

it was wrinkling so we sent the installer back, at no charge, and had them reinstall the floor and glue it down. A few months more down the road they called and said it was wrinkling again. It was not a huge piece of flooring so in an attempt to accommodate the customer we replaced the vinyl, twice, at no cost. After the fact we realized that a zero turn wheel chair device is being used on this floor and it is not made to withstand this.The pivoting is causing the flooring undue stress.This flooring is not a second or a substandard product. It was laid, every time, to factory specs. This problem is not a product problem or installation problem it is site based. No matter what vinyl is used or how it is laid this problem will always happen.The only option they have is a different product such as tile, laminate, or LVT floor covering. We have repaired and replaced this job many times at no additional cost to the consumer and we are not willing to give them anything else. We have been far beyond fair with this problem. We are not sure how to satisfy this customer but we feel we have gone above and beyond any expectation.

Initial Business Response /* (1000, 5, 2015/11/10) */
Contact Name and Title: [redacted] Owner
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@gmail.com
This refund has been sent. It was processed the very day it reached my office. Our refund policy, with the dates and restocking...

fee is posted openly and prominently at the front desk where she would have sat to write a check. There is no way to sit down and write a check and miss it. As Ms [redacted] stated, even though she was outside the return date, we allowed it. All refunds are issued in the same manner. Once I've received the request, if the check has cleared, we issue a refund. We don't keep that amount of cash on hand and we don't write checks on sight. We never recommend purchasing an overage either, this is a strict policy, because it's easier to come purchase more than to issue a refund. So Ms [redacted] saying we told her to buy 15% extra is not true. Also, I do not live in Harrisburg Illinois but in Georgia, so I don't know where that comes from. However, as I said at first, the day I got the request I mailed a check. No one has attempted to sell them too much or delay anything. I'm sure that they have the check by now. I am also sending a copy of the Refund Policy that is posted in each store.
Thank You
[redacted]