Mannington Mills

Thank you for contacting Mannington regarding the claim for [redacted] and allowing me an opportunity to review her file and respond regarding her concerns with her Mannington Laminate floorWith regard to [redacted] concern, Mannington does not sell its floors directlyThey are sold to wholesale distributors who in turn sell to independent retail storesSince we do not deal with the end users directly, we take every opportunity to make information regarding the flooring available to the public, including installation, maintenance, and warranty, via our website at www.mannington.com and through our Customer Care Department at [redacted] (9:a.mto 5:p.m., EST)I have attached the laminate warranty to this response for your referenceThroughout the warranty is warnings to remove any spills or liquids immediatelyWhile the material can withstand something spilling and being picked up right away, if the spill or liquid is allowed to remain on the floor long enough to get in between the seams, it will cause swelling consistent with the pictures submittedAdditionally, samples of [redacted] floor were received and tested and found to meet specifications and no defects were detectedWe are able to use uninstalled samples for testing as they accurately represent the material as it is manufactured, and prior to installation or maintenanceDuring the claim process, it was noted that MsAbitz maintains her floor by cleaning with a rag wrung out with vinegar and waterMannington recommend the use of the Mannington UltraClean, which has a proven performance when usedVinegar and water are not recommended maintenance for the flooring, and can leave a residue Additionally, the Mannington UltraClean is applied by lightly spraying the floor and using a micro-fiber mop or cloth to clean the area By applying a water solution, even with a wrung out application, it could be putting excessive moisture on the floor This could additionally lead to swelling Mannington is a company that does the right thingI can assure you if a manufacturing or warranted condition had been found, her claim would have been handled accordinglyTake care, Rebecca W [redacted] Customer Care Relations Specialist

October 3, To the Revdex.com of New Jersey: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me with the following clarifications.I want to make it clear that I have never received ANY phone calls and/or messages from anyone at Mannington Mills, Inc., despite what Ms [redacted] has stated in her recent response.I have attached two PDF files that show the credit card charges that appeared on my credit card statements.I just want to receive my refund check for $from Mannington Mills, Incas soon as possiblePlease inform Ms [redacted] that she can mail the check to my attention at the address provided on my complaint, and which I've again listed below.Thank youSincerely, [redacted]

With regard to Ms [redacted] response, I can assure her Mannington has reached out to her, and I left a voicemail myself requesting a return call I apologize if she has not received our messagesI would request that Ms [redacted] respond with the phone number she would like us to use in order to ensure our information is correct Her concern was forwarded to the appropriate individuals, and I was told she would be reimbursed the $ I will follregarding the status of the check and once we receive the number to contact Ms [redacted] , we will advise her the status of her reimbursementThank you, [redacted] ***

Complaint: [redacted] I am rejecting this response because:This company doesn't stand behind their product, as you can seeIf they did I wouldn't be going back and forth with this company right nowI just feel like this company took our money and ran with itHonestly, I also feel like you snowballed me as well,because why would you tell me to send you a pcof the flooring that I had left even though it was the flooring that we don't have a problem with and I stated this before I sent the samples.I just think that this is a horrible way to do business Regards, [redacted]

[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.] To the Revdex.com of New Jersey: I have reviewed the response made by the business in reference to complaint ID [redacted] After months of calling, e-mailing and pleading for my refund, I finally received a check for $for the vinyl flooring samples that I ordered, paid for by credit card, and never received from Mannington Mills, Incand their so-called flooring sample supplier, The [redacted] These two companies are not customer-focusedThey could care less about selling product, helping customers and/or making things right.There are no excuses for how either one of these companies and their unprofessional, rude employees repeatedly refused to refund my money for the vinyl flooring samples I ordered and never receivedVictoria [redacted] of Mannington Mills, Incin New Jersey should definitely be fired for refusing to do her jobShe supposedly works in corporate customer serviceSeriously? All I ever wanted to do was buy vinyl flooring for my entire house, and yet, no one from Mannington Mills, Incever wanted to sell their products to meThat's crazy, and it doesn't make any sense!I still really don't know why Mannington Mills, Incis even in business, since no one who works there wants to sell any products being manufacturedEmployees from both Mannington Mills, Incand the [redacted] should have made this right months ago, and they refusedThat was, still is, and always will be, unacceptable.Given the horrific experience I had with both companies, I will continue to tell others that they should never buy any flooring from Mannington Mills, Inc.Thank you[redacted]

With regard to the claim for Ms [redacted] , Mannington has thoroughly reviewed the information submitted, including requesting an inspection by an independent, unbiased third party inspection serviceReview of their file has shown no obligation on Mannington's part, and the problem she is experiencing has the distinct appearance of moisture intrusion, which was confirmed by the inspectionThe inspector was able to show the presence of moisture as the planks are displaying swelling on adjoining boardsThis is an indication that moisture has been allowed to be on the floor long enough to penetrate the seamsAdditionally, Mannington's maintenance instructions recommend lightly misting the floor with Mannington's UltraClean and using a microfiber mop or clothAs discussed with Ms [redacted] , I understand that she was unable to use the recommended maintenance productsSince we are not aware of the products used, if it has affected the flooring material we would recommend her going back to that company as it would not be covered by Mannington.I can assure you had a warranted or manufacturing related condition been found, Ms [redacted] ' claim would have been handled accordingly

Complaint: [redacted] I am rejecting this response because: This is a form response to everyone having issues with this flooringIn my opinion they don't stand behind their product , and I'm glad people will be able to see all they have to do is Google this company to see the many complaints just like mine, all with the same response from this company Regards, [redacted] ***

Mannington stands behind our original determination and response to the RevDex.com. A thorough investigation of [redacted] claim has taken place and no manufacturing or warranted conditions have been found.

In response to Ms [redacted] complaint, review of her claim has shown no manufacturing or warranted conditions; however, I have called Ms [redacted] to discuss her concerns further, and left a message on her answering machine requesting she call backMannington is in receipt of uninstalled samples recently submitted by Ms [redacted] for testing While initial testing of the material showed no manufacturing related conditions, the boards were received damaged, and all available testing was not able to be performed When I am able to speak with Ms***, I will be asking if additional uninstalled samples are available to be submitted (wrapped so they are not damaged) for the remaining tests to take place With regard to an inspection, Mannington did attempt on numerous occasions to locate an inspector in Ms [redacted] area I have contacted our Inspection Coordinator to see if we could expand the search for an inspector in an effort to have someone come out to Ms [redacted] home and view the issue in person, and I will let Ms [redacted] know the outcome of the expanded searchI can assure you Mannington is a company that does the right thing If an obligation is shown in the review of [redacted] claim, it will be handled accordinglyTake care, [redacted] ***Customer Care Relations Specialist

Mannington stands behind our original determination that the issue Ms [redacted] is experiencing is not related to the material itself; however, in an effort to bring this claim to a close, we are willing to offer material only as a goodwill gestureThis option has been discussed with all parties and we will supply replacement material only as part of this offerShould the same issue occur with the replacement material, it would not be covered for any replacement options in the future.Take care, [redacted] ***Customer Care Relations Specialist

Complaint: ***
I am rejecting this response because:I never let any type pf liquid just sit on my floor.I showed the guy from the flooring place where I purchased the floor what I used to clean my floorIt is a microfiber mop, and I mist sprayed the mop lightly then cleaned my floorIt also doesn't leave streaks as she suggests.If I was unable to clean my floor with simple water & Vinegar mist on a microfiber mop head then how would their solution they sell be any different?, are they saying that simple water ruins this durable floor?I was told by the place that sold this to me as well the Mannington Rep that these seal when put together that they lock together so I guess how would water get into a sealed flooring?As I stated in my first letter Mannington seems to have a standard response to people having this issue just google them I was horrified to see they do this to people & I received the same response as everyone else has!The year warranty is not a warranty at all if they never honor it
Regards,
*** ***

***
***I apologize for the delay in responding to your inquiry with regard to the claimon *** *** *** claimThank you for contacting our company andallowing me the opportunity to look into *** *** concerns.I have thoroughly reviewed *** *** claim and concur the
scratching shehas mentioned in her complaint is not related to a manufacturing or warrantedconditionWhile the floors feature scratch resistant features, they are notscratch proofUpon receiving uninstalled samples of *** *** flooring,the material was reviewed and found to be within specificationsI can assureyou had the material shown any obligation, the claim would have been handledaccordinglyWith this in mind, no other manufacturing or warranted conditionswere present during the review of this claim.Please feel free to contact me with any questions regarding our determination.I am available Monday through Friday between 9:a.mand 5:p.m., EasternStandard Time to assist you.Take care,*** ***Customer Care Relations Specialist

Complaint: ***
I am rejecting this response because:
This flooring was installed by a very experienced professional who has installed this exact same floor many times with no resulting problems. We have checked the edges witch meet the specifications for installation. The gaps are in the places where the wheelchairs are turned therefore it is clear that the wheelchairs have caused the problem. Wheelchair use is not excluded in the warranty. It has taken your company years to respond to our complaint and you have not returned our phone calls for over a year and a half. This is not the behavior of a company that does the right thing. We would like the floor repaired at Manningtons expense.Thank you
Regards,
*** ***

I am responding to Ms*** ** *** complaint, regarding flooring samples received and a dispute with the amount charged. While the company that Ms*** purchased the samples from are a third party vendor, I would like to discuss this issue further with Ms*** and obtain
copies of her billed information in order to have the requested reimbursement amount of $sent to her. I apologize for the issue she encountered ordering her samples, and we have forwarded her feedback and experience to the appropriate people to ensure this is looked at further. I called Ms*** and left a message for a return call, and once we have the opportunity to speak and I receive supporting documentation for the requested amount, I can assure you we will work with her to resolve her complaint. Please feel free to contact me at *** *** *** with any questions regarding my reply to this complaint. Take care, *** ***
*** *** *** ***
*** *** ***

In response to the complaint for *** *** *** Mannington was first notified of her concern in August 2014, at which time information necessary to review her claim was requested. Preliminary review of her claim did reveal concern relating to direct sunlight; however, upon
further review it was determined that was not the cause nor found to be related to the bubbling *** *** is experiencing with her Mannington Sobella floor covering. While *** *** did state several parties have been out to look at her flooring, and perform some repairs, none of them were sent out at the request of Mannington. We are interested in investigating *** ***'s concerns further, and that is why Mannington has requested for an independent, unbiased inspector to come to her home and investigate the situation to determine if a manufacturing or warranted condition exists. According to our files, this inspection is scheduled to take place on September 11, after which the inspector will prepare and submit his report to Mannington to assist in making a determination.I can assure you Mannington is a company that does the right thing, and should the concern be found to be related to the manufacturing of the product or a warranted condition, the claim will be handled accordingly.Take care,*** ***Customer Care Relations SpecialistMannington Mills, Inc.*** *** ***

In response to Mr*** rejection, Mannington stands behind its original response and is unable to make any adjustments on this claim.To Whom It May Concern: I have reviewed the claim for Mr*** and have found no indication that the problem he is experiencing is related to a manufacturing or warranted condition, nor from the use of wheelchairsReview of the information received does indicate a lockcondition exists, which was supported by pictures submitted by the independent, unbiased inspectorAdditionally, samples of his flooring were reviewed and found to meet specificationsA locked in condition does not allow the flooring to expand and contract the way it is meant to, resulting in various conditions including plank gapsMannington is a company that does the right thingHad a manufacturing or warranted condition been found, I can assure you Mr*** claim would have been handled accordinglyTake care,
*** *** *** *** *** ***

To Whom It May Concern:I have reviewed the claim for Mr*** and have found no indication that the problem he is experiencing is related to a manufacturing or warranted condition, nor from the use of wheelchairs. Review of the information received does indicate a lockcondition
exists, which was supported by pictures submitted by the independent, unbiased inspector. Additionally, samples of his flooring were reviewed and found to meet specifications. A locked in condition does not allow the flooring to expand and contract the way it is meant to, resulting in various conditions including plank gaps.Mannington is a company that does the right thing. Had a manufacturing or warranted condition been found, I can assure you Mr*** claim would have been handled accordingly. Take care,*** *** *** *** ***

Complaint: ***
I am rejecting this response because:Common sense and thorough research beforehand indicates that cleaning the floors with the nearly identical product I did use or plain warm water according to the same instructions should not result in a floor that looks like wet cardboard in only monthsI misted 6" spots lightly, and immediately wiped dry with a soft clothLiquid was never left on these floors for more than 2-seconds and yet they have acted like spongesI am certain there is some kind of sealing component that is missing or defective on these floorsFurthermore, complaints are available on reputable consumer feedback sites all over the internet where consumers *did* use the recommended cleaner with the same results of defective flooring and Mannington insisting the consumer had overused or misused the productI have laminate flooring by another manufacturer that was installed at the same time alongside the Mannington floors and they are in perfect conditionI clean them in an identical fashionMannington's claim that I caused the problem with my cleaning methods or products is directly refuted by the non-defective flooringThe reason they won't honor their warranty simply doesn't hold waterUnlike their flooring, unfortunately!!
Regards,
*** ***

With regard to Ms. [redacted] response, I can assure her Mannington has reached out to her, and I left a voicemail myself requesting a return call.  I apologize if she has not received our messages. I would request that Ms. [redacted] respond with the phone number she would like us to use in order to ensure our information is correct.  Her concern was forwarded to the appropriate individuals, and I was told she would be reimbursed the $31.50.  I will follow-up regarding the status of the check and once we receive the number to contact Ms. [redacted], we will advise her the status of her reimbursement. Thank you, [redacted]

Mannington stands behind our determination on this claim and we are unable to make any adjustments.  Again, we are a good and fair company, and had a manufacturing or warranted condition been found, [redacted] claim would have been handled accordingly within the warranty time period.Take care,
[redacted]Customer Care Relations Specialist