Life in Genomics

We are in contact with our customer and will have the situation resolved quickly

An apology is absolutely in order This is the second time you have sent this same marketing brochure masquerading as manufacturing specs I understand your desire to put up a good show for the Revdex.com, but once again you have completely wasted my time What you sent is page of (N)If this is indeed manufacturing specs, send me the other pages If each one of the previous pages is for different products it is just marketing fluff, useless for the issue at hand Again, what I asked for is manufacturing specifications: A manufacturing specification contains all the information that is needed to make the productIt describes the stages of manufacture and the materials needed, using flowcharts, diagrams, notes and samplesThis means that if more than one product is made then each product should be the sameA manufacturing specification is done once the final product has been developedIt explains exactly what the product is and how it is madeIt should provide enough information so that anyone could use the specification to make the product again and againIt ensures that a product is always made in the same way and each product is identical and made to a set standard The term "marketing brochure" refers to a small document, or pamphlet, which describes and promotes various products or services to be marketed== exactly what you have sent me twice Rusmur has been in business since the 1960’s, someone there should know the difference between marketing fluff and manufacturing specs Also, and most importantly, your BBR response fails to address the fact the product was TOTALLY MISREPRESENTED DURING THE SALES PROCESS The only time you attempted to addressed it in any detail was in an e-mail sent to me on April 10, where Rusmur makes up a fantasy story about what Ryan W***e would have said when he responded to my questions about where the product was manufactured and how many layers of aluminum oxide wear coating are applied during the manufacturing process, (why the manufacturing specs are required) The only truth to that entire fictional story was when “Susan” stated she was not present during the negotiations Everything else in that e-mail was from someone’s imaginationKeep in mind, at the time someone made up the conversation, Rusmur was in possession of the e-mail I sent to Susan P [redacted] where Ryan states the product was manufactured in OH or PAand has coats of aluminum oxide wear coatings That e-mail I forwarded to Susan on March 7, The fantasy e-mail was sent to me the following April, signed “Susan P***”, which is even more troubling Below are highlights from the fantasy e-mail sent to me from “Susan P***” on 4-10-2017: Dear Mr [redacted] , I have spoken to my managers and Ryan regarding your hardwood complaint As this was over two years ago and I was not present during the sales presentation of the hardwood to you, I can only say that Ryan is well versed at the construction and performance of hardwoodHe would have explained that the coats of polyurethane applied to hardwood is to seal and protect the hardwoodIt is a plastic type product and it will scratch when sharp objects are run across the woodAluminum Oxide is normally applied to the top coat of polyurethane and is an additional protection to help protect the wood from abrasive wearing, not to eliminate scratches Ryan does not recall talking about the country of origin of the wood since he would not have any idea Acacia is sourced from many areas and a manufacturer could use wood from a combination of allRyan does recall telling you the distributor was located in Verona, PA Below is the actual e-mail Ryan sent to me during the sales process > From: [redacted] > > > To: [redacted] > > > Subject: RE: Acacia floor > > > Date: Fri, Nov 19:02:+ > > > > > > ***, > > > You are correct about your total square footage with 10% overage being Due to the packaging for this particular product, the amounts of product will need to be either (slightly over 10%)for all rooms except for the laundry room, or (slightly less than 10%) > > > square feet per carton > > > Stepping outside of the [redacted] program will give you the ability for better pricing(purchasing through Rusmur only) > > > I can bring you down to $7.12/square foot (tax will be additional) > > > This product actually has coats of Aluminum Oxide wear coating > > > I personally have not sold this product in the past due to working almost exclusively with Shaw products via [redacted] > > > After speaking with our product rep., he has not conveyed any warranty claim issues other that the flooding (which would be covered under home owners insurance) > > > This is a year residential warranty product > > > As far as production facilities and warehouses, the newest of the three is in Verona, PAthe other two facilities are in Cleveland, OH and Columbus, OH > > > > > > Hopefully this was able to help you out on your concerns! > > > > > > > > > Ryan W [redacted] > > > Rusmur Floors > > > [redacted] < end Ryan’s declaration the product was manufactured in the USA with coats of aluminum oxide wear coating> As far as your recommendation to have a second inspection, what is the purpose of that? Is it going to magically change the country of origin from China to USA? Or apply additional layers of aluminum oxide wear coatings? Because of your continued belief in the inspector and his report please provide the following based on this line in the ARK denial letter: “ARK floors will be denying the above referenced claim based on NWFA certified inspector [redacted] ” Provide a copy of his NWFA certification including the specific certification earned, the date earned and expiration date If you are not able to provide the certification record explain why

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.I didn’t see the following questions addressed in your latest response to the Revdex.com: 1) Product misrepresented during sales process by Ryan W***In February of I contacted the real Susan P*** to voice my concerns about how the floor was holding up and to schedule an appointment for Rusmur and a distributor representative to come and look at the condition of the floor. We setup an appointment to meet on February at 2:PM. In preparation for the visit I reviewed some e-mails and other stuff collected from the negotiation, sales and install process. One of the things I looked for, the weekend of February 10-11, 2017, was the whole cartons I had stored in the basement, left over from the install. It was during that search I read the end flap of the box listing the product name, item number, color and the country where it was manufactured. To my surprise the label stated the product was made in ChinaI was floored. I distinctly recalled asking Ryan W*** where the product was made and a few other questions during the sales process. In answer to my question concerning where the product was made, he stated the product was made in Ohio or PA. When Susan arrived for the scheduled appointment that was one of the first things I mentioned to her. She asked that I send her a copy of the e-mail and I did.For your reference:Email where I asked Ryan " Where is the product made"?From: *** *** ***Sent: Tuesday, November 25, 6:PMTo: Ryan W*** ***Subject: RE: Acacia floor Ryan, We do want the bathroom done. From my notes when you were here the total, including the bathroom and 10% overage is s/f. If it needs to be measured again I would like that done. I do have a few questions? How many s/f is in a pallet?What is the warranty on this product?Does it have the aluminum oxide seal treatment?Where is it made?Have you personally sold it in the past?-- any issues with it? We are also looking at similar looking product that is not quite so expensive-- any more room on the price? Thanks,*** =============== Response from Ryan answering where is it made? Ryan W*** ***Fri 11/28/2014, 2:PMYou***,You are correct about your total square footage with 10% overage being 1045. Due to the packaging for this particular product, the amounts of product will need to be either (slightly over 10%)for all rooms except for the laundry room, or (slightly less than 10%)square feet per carton.Stepping outside of the *** program will give you the ability for better pricing(purchasing through Rusmur only)I can bring you down to $7.12/square foot (tax will be additional).This product actually has coats of Aluminum Oxide wear coating.I personally have not sold this product in the past due to working almost exclusively with Shaw products via ***.After speaking with our product rep., he has not conveyed any warranty claim issues other that the flooding (which would be covered under home owners insurance)This is a year residential warranty product.As far as production facilities and warehouses, the newest of the three is in Verona, PA. the other two facilities are in Cleveland, OH and Columbus, OH. Hopefully this was able to help you out on your concerns! Ryan W***Rusmur Floors*** ----------------------------------- Using the recently discovered manufacturing specs and the above e-mails also answer and provide evidence of how many coats of aluminum oxide are on this productAfter the discovery in mid February about the country of origin I have to question if that was also a product misrepresentation. ------------------------------------ In the attached claim determination letter from ARK floors it states " ARK floors will be denying the above referenced claim based on the finding of NWFA certified inspector *** ***. I have attached the business card that *** *** gave me on 3/16/2017. Nowhere does it state he is NWFA certified. The following e-mail is from the certification coordinator for the NWFA: *** *** *** 7/10/ ** *** *** ***
NoI personally know each one of our Certified Inspectors and *** *** has never been certified with NWFAThey have incorrect information _______________________________________________________ *** *** * ** *** * *** ***
*** *** *** ***
*** *** *** *** * *** ** ***
** *** * ** *** *** Provide the inspectors NWFA certificate, showing the specific certification earned, date earned and expiration date.
Regards,
*** ***

Mr***,I understand that when you contacted us with concerns with the initial batch of hardwood, new wood was shippedYour installer approved of the replacement wood and proceeded with the installation. Rusmur Floors' policy is to make available manufacturer's descriptive product literatureProprietary manufacturing material is not available

Mr***, Thank you for your inquiryAttached are the specifications for your flooringI was under the impression that these had been supplied to you but my apologies if they were notThe manufacturer and the distributor have accepted the findings of the current independent inspection report
but, as previously offered, are willing to review a second independent inspection report should you choose to provide one

The product has a year residential warranty. I last had contact with the retailer in June of 2017. After that they stopped responding as if the issue was addressed

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

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. 
Regards,
[redacted]

On Fri, Feb 5, 2016 at 1:26 PM, <[redacted]> wrote:I filed a complaint a few months ago against Rusmur flooring. Since that complaint their manager Scott,  has worked with us to...

rectify the problem. Scott and Rusmur floors have gone over and above to work this all out.I would definitely recommend Rusmur flooring to anyone who wants an honest hard working company to help guide you to your new floors.Thank you Ms . [redacted] for giving me the chance to add my resolution.[redacted]

We are in contact with our customer and will have the situation resolved quickly.

We are currently working with our customer to resolve the issues.

An apology
is absolutely in order.  This is the
second time you have sent this same marketing brochure masquerading as
manufacturing specs.  I understand your
desire to put up a good show for the Revdex.com, but once again you have completely
wasted my time.  What you sent is page 18
of (N). If this is indeed manufacturing specs, send me the other 17 pages.  If each one of the previous 17 pages is for different
products it is just marketing fluff, useless for the issue at hand. 
 
Again,
what I asked for is manufacturing specifications:
A
manufacturing specification contains all the information that is needed to make
the product. It describes the stages of manufacture and the materials needed,
using flowcharts, diagrams, notes and samples. This means that if more than one
product is made then each product should be the same. A manufacturing
specification is done once the final product has been developed. It explains
exactly what the product is and how it is made. It should provide enough
information so that anyone could use the specification to make the product
again and again. It ensures that a product is always made in the same way and
each product is identical and made to a set standard. 
 
The term
"marketing brochure" refers to a small document, or pamphlet, which
describes and promotes various products or services to be marketed== exactly
what you have sent me twice.
 
Rusmur has been in business since the 1960’s, someone
there should know the difference between marketing fluff and manufacturing
specs.
 
Also, and
most importantly, your BBR response fails to address the fact the product was
TOTALLY MISREPRESENTED DURING THE SALES PROCESS.  The only time you attempted to addressed it
in any detail was in an e-mail sent to me on April 10, 2017 where Rusmur makes
up a fantasy story about what Ryan W[redacted]e would have said when he responded to
my questions about where the product was manufactured and how many layers of
aluminum oxide wear coating are applied during the manufacturing process, (why
the manufacturing specs are required). 
The only truth to that entire fictional story was when “Susan” stated
she was not present during the negotiations. 
Everything else in that e-mail was from someone’s imagination. Keep in mind,
at the time someone made up the conversation, Rusmur was in possession of the e-mail I sent
to Susan P[redacted] where Ryan states the product was manufactured in OH or PA. and
has 9 coats of aluminum oxide wear coatings. 
That e-mail I forwarded to Susan on March 7, 2017.  The fantasy e-mail was sent to me the
following April, signed “Susan P[redacted]”, which is even more troubling.
 
Below are
highlights from the fantasy e-mail sent to me from “Susan P[redacted]” on
4-10-2017: 
<Begin
fantasy conversation>
 
Dear Mr. [redacted],
I
have spoken to my managers and Ryan regarding your hardwood complaint.
As this was over two years ago and I was not present during the
sales presentation of the hardwood to you, I can only say that Ryan is well
versed at the construction and performance of hardwood. He would have explained
that the 9 coats of polyurethane applied to hardwood is to seal and protect the
hardwood. It is a plastic type product and it will scratch when sharp objects
are run across the wood. Aluminum Oxide is normally applied to the top coat of
polyurethane and is an additional protection to help protect the wood from
abrasive wearing, not to eliminate scratches.
Ryan does not recall talking about the country of origin of the
wood since he would not have any idea.  Acacia is sourced from many areas
and a manufacturer could use wood from a combination of all. Ryan does recall
telling you the distributor was located in Verona, PA.
<End snippet from fantasy
conversation>
 
Below is the actual e-mail
Ryan sent to me during the sales process.
 
<Begin email from Ryan to me>
> From: [redacted]
> > > To: [redacted]
> > > Subject: RE: Acacia floor
> > > Date: Fri, 28 Nov 2014 19:02:36 +0000
> > >
> > > [redacted],
> > > You are correct about your total square footage with 10% overage
being 1045. Due to the packaging for this particular product, the amounts of
product will need to be either 1051.2 (slightly over 10%)for all rooms except
for the laundry room, or 1029.3 (slightly less than 10%).
> > > 21.9 square feet per carton.
> > > Stepping outside of the [redacted] program will give you the ability
for better pricing. (purchasing through Rusmur only)
> > > I can bring you down to $7.12/square foot (tax will be
additional).
> > > This product actually has 9 coats of Aluminum Oxide wear coating.
> >
> I personally have not sold this product in the past due to working almost
exclusively with Shaw products via [redacted].
> > > After speaking with our product rep., he has not conveyed any
warranty claim issues other that the flooding (which would be covered under
home owners insurance)
> > > This is a 25 year residential warranty product.
> > > As far as production facilities and warehouses, the newest of the
three is in Verona, PA. the other two facilities are in Cleveland, OH and
Columbus, OH.
> > >
> >
> Hopefully this was able to help you out on your concerns!
> > >
> > >
> > > Ryan W[redacted]
> > > Rusmur Floors
> > > [redacted]
< end Ryan’s declaration the product was manufactured in the
USA with 9 coats of aluminum oxide wear coating>
 
As
far as your recommendation to have a second inspection, what is the purpose of
that?   Is it going to magically change
the country of origin from China to USA? 
Or apply additional layers of aluminum oxide wear coatings?
 
Because
of your continued belief in the inspector and his report please provide the
following based on this line in the ARK denial letter:
 
“ARK
floors will be denying the above referenced claim based on NWFA certified
inspector [redacted]”
 
Provide
a copy of his NWFA certification including the specific certification earned,
the date earned and expiration date.   If
you are not able to provide the certification record explain why.

Contact has been made with Ms. [redacted] and we're working toward resolving her concerns.