Laminate was installed on or about 1/30/2015. Customer filed a complaint with Revdex.com on 9/20/2016 that in certain areas of the floor covering it was buckling, corners pealing and pieces separating. Earlier 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 St. Bernard whose large water bowl was located near the area of concern. Our Technical Services Manager being courteous and empathetic to the issue offered as a customer of [redacted] to replace between 5-7 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 select. The day of repair on 9/20/2016, installers showed up with the extra box to service the area and were greeted by Mr. Homeowner who exclaimed that if they weren’t going to replace more than those 5-7 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 situation. Kermans Flooring
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.
Kerman's offered to touch up the paint but according to my experience and two professional painters that have been in business for 20 years, the spots would show through. They house was just painted and I told them of that but seemed to not care. I do not want Kerman's doing anymore work to my house. They have suggested repair after repair for us to prove them incorrect. They are not professional painters. They do mention about the painting the hit 6 feet of the floor on our staircase that they said we should have moved. These guys are supposedly insurance and should paid the claim to have the person I want to fix it not Kerman's. I have took numerous days off work and can't keep doing this for their bandaid approaches. The only thing I would agree for them to do is finish the carpet that they didn't put on my staircase going to my basement. The paint needs to be done by professional painters. I have a letter to support my request.
Regards,
[redacted]
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 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.
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 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]
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]
In response to this complaint, we're confused as to it's nature. On 4/26/17 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 5/5/17 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.
In response to the complaint ID [redacted] we acknowledge the situation that presented difficulty to the customer. Unfortunately, this situation was caused by an element which was out of our control. The 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 inconvenienced. We 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 situations. This 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 laminate. This technique should allow the laminate to perform normally.Again, we apologize for the customer’s experience and look forward to implementing the solution. In addition, we acknowledge the request for addressing the 1 year warranty and will start it upon the completion of the installation.Thank you, Dave A[redacted] Owner/ VP
Laminate was installed on or about 1/30/2015. Customer filed a complaint with Revdex.com on 9/20/2016 that in certain areas of the floor covering it was buckling, corners pealing and pieces separating. Earlier 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 St. Bernard whose large water bowl was located near the area of concern. Our Technical Services Manager being courteous and empathetic to the issue offered as a customer of [redacted] to replace between 5-7 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 select. The day of repair on 9/20/2016, installers showed up with the extra box to service the area and were greeted by Mr. Homeowner who exclaimed that if they weren’t going to replace more than those 5-7 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 situation. Kermans Flooring
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.
Kerman's offered to touch up the paint but according to my experience and two professional painters that have been in business for 20 years, the spots would show through. They house was just painted and I told them of that but seemed to not care. I do not want Kerman's doing anymore work to my house. They have suggested repair after repair for us to prove them incorrect. They are not professional painters. They do mention about the painting the hit 6 feet of the floor on our staircase that they said we should have moved. These guys are supposedly insurance and should paid the claim to have the person I want to fix it not Kerman's. I have took numerous days off work and can't keep doing this for their bandaid approaches. The only thing I would agree for them to do is finish the carpet that they didn't put on my staircase going to my basement. The paint needs to be done by professional painters. I have a letter to support my request.
Regards,
[redacted]
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 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.
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 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]
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]
In response to this complaint, we're confused as to it's nature. On 4/26/17 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 5/5/17 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.
In response to the complaint ID [redacted] we acknowledge the situation that presented difficulty to the customer. Unfortunately, this situation was caused by an element which was out of our control. The 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 inconvenienced. We 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 situations. This 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 laminate. This technique should allow the laminate to perform normally.Again, we apologize for the customer’s experience and look forward to implementing the solution. In addition, we acknowledge the request for addressing the 1 year warranty and will start it upon the completion of the installation.Thank you, Dave A[redacted] Owner/ VP