[redacted] 7/28/Dear ***,I received your notice of complaint on Monday, 7/25/16, and met with Greg Messner, my retail store manager later that dayHe immediately called the customer and scheduled an appointment for Tuesday 8/2/We will be removing the stair runner to enable the repair of the complete riserThis was the earliest date that is convenient for the [redacted] 'sWe will request a written confirmation of the completion of this work to the customer'ssatisfaction and I will send you a copy Until then, Peter Messner President
Dear ***,
I am responding to the claim that our customer, *** *** has filed with the Revdex.comI am deeply disappointed that our perfect record with the Revdex.com for over a decade has been tarnishedWhile I empathize with Mr***I am certain that you will
conclude that we have responded in a timely manner and been accountable to our customerI will be using a time-line format so that you will see our active involvement
throughout this process:
March/Customer visits store and take samples home
4/21/2012 Customer places order and is given the Messner folderThis folder
includes their receipt, instructions to prepare for their installation, product specific
maintenance information, and a product warranty information booklet
5/16/2012 Carpeting is installed
5/ 17/2012 Follcall is madeCustomer very satisfiedResponse card is
received with glowing comments
12/19/Call received from the *** questioning appearance retention
12/20/Messner professional visits home to assess conditionCustomer is
advised of required professional cleaning
1/08/2014 Customer has carpet professionally cleaned
1/21/2014 Customer produces receipt for cleaning which is required for all
performance claims
1/23/2014 Claim is processed by Messner with ***, the carpet manufacturer
Customer is added to Messner Weekly Claim Review sheet
1/30/2014 *** redirects the claim to the fiber manufacturer, ***
(***)
2/07/2014 Messner starts the claim process on behalf of customer
2/24/2014 Paperwork completed and verified by ***
3/03/2014 Assessment ordered by ***
3/14/2014 Assessment made at the customer's home by an independent inspector
3/27/2014 *** inquires for results and Messner checks but report is not
available
4/02/2014 *** determines that the carpet does not warrant replacement at this
timeThe Limited warranties booklet is supplied again to the customer
On page the 5th bullet point clearly "excludes changes in appearance
caused by matting, crushing, soiling, shading or pile reversal,
cornrowing, or fading" from their warrantyThis is the same
information that was supplied to the customer on 4/21/
4/**/Customer cal ls the store and voices his dissatisfaction with ** ***
findings and expects Messner to do something about itThe customer is
told that cornrowing is not covered by *** or any manufacturer's
warranty
4/18/Revdex.com letter is received by Messner
4/23/Peter Messner discusses findings with *** claim specialist and
advocates on behalf of the ***sMessner is told the findings clearly
show that the fiber is performing up to industry standards as measured
by the Carpet and Rug InstituteTheir standardCRI TM 101, specifies
the appearance retention scales for comparing carpet performance
4/25/Messner sends response to Revdex.com
In the carpeting industry the standard warranties are year by the manufacturer
against manufacturing defects, year by the retailer to cover installation issues, and the
fiber manufacturers for all of the extended warrantiesThe main areas covered are
staining (much exclusion), static, and fiber loss
In our over years in business we have not been involved in a significant
number of fiber claimsThe ones that we have advocated for our customers have had
limited successFor this reason my firm does not "over promote'' the value of these
warranties in the sales process
I am available to discuss any questions that you may have
Respectfully submitted, *** ***President
[redacted]7/28/2016
Dear [redacted],I received your notice of complaint on Monday, 7/25/16, and met with Greg Messner, my retail store manager later that day. He immediately called the customer and scheduled an appointment for Tuesday 8/2/16. We will be removing the stair runner to...
enable the repair of the complete riser. This was the earliest date that is convenient for the [redacted]'s. We will request a written confirmation of the completion of this work to the customer'ssatisfaction and I will send you a copy. Until then, Peter Messner President
I am in receipt of the complaint filed by [redacted] T. [redacted] on behalf of our customer [redacted]. Instead of going through Mr. [redacted]'s letter item by item I would like to boil it down to a few salient points. I agree that the installation and product are not acceptable which is why the...
installation is being replaced. I agree that the manufacturer has changed the production dates and took longer than expected to produce the replacement carpet. I am addressing the difficult communication that was mentioned in the letter because that I not our standard operating procedure. There are times when [redacted] Messner is out of the store because one of his duties is performing on site assessments. Some of this was the unwillingness of the customer to communicate with other Messner employees or misconception that [redacted] was the only person able to help Mrs. [redacted]. I am still looking into this lapse in service. The following events have occurred and this is where I believe the is[redacted] stands today. The replacement was scheduled for 8/21 but cancelled by Mrs. [redacted] on 8/19. Customer was considering reselecting another product. Customer met with [redacted] Messner at the store and decided to keep the original selection. Warehouse manager and [redacted] inspect the replacement piece on 8/25 and the installation is schedule for 9/5/14. As of today the installation of the new carpet is schedule and confirmed by [redacted] 9/5. [redacted] Messner is schedule to be onsite during to install to insure customer satisfaction. This a standard procedure when Messner's has to replace a defective product. I think that you will agree that we are positioned to rectify this unfortunate situation and I suggest that you keep the file open until we have completed our work Respectfully submitted.
[redacted] Messner Owner Messner Carpeting -Rugs- Flooring
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.
RE: Complaint to Revdex.com #[redacted] Complaint by [redacted] against Messner Carpet
My opinion, as a consumer, is that the carpet industry has chosen to abdicate responsibility for the performance of the carpeting they sell and manufacture. Companies have insulated themselves from responsibility by excluding corn rowing from the warranty. In conversations with friends and peers I have expressed my frustration with [redacted] and the dealer. I was surprised that no one knew what carpet cornrowing.
I do not understand how a notable change in appearance can be considered normal and not subject to warranty. My conclusion is that the carpet industry is avoiding responsibility for selling a product that may not maintain its appearance for a reasonable length of time. They are aware that this problem is common and it is expected to occur We were not informed at the time of sales that cornrowing could occur I cannot understand how carpet can be produced and sold that deteriorates significantly in appearance in less than 18 months TO add further insult the [redacted] is promoted and priced as a premium product with superior quality. My goal of this complaint is to make potential carpet consumers aware of corn rowing .consumers can use this information to make choices when shopping for floor coverings’. Regards, [redacted] Please see attachment78
[redacted] 7/28/Dear ***,I received your notice of complaint on Monday, 7/25/16, and met with Greg Messner, my retail store manager later that dayHe immediately called the customer and scheduled an appointment for Tuesday 8/2/We will be removing the stair runner to enable the repair of the complete riserThis was the earliest date that is convenient for the [redacted] 'sWe will request a written confirmation of the completion of this work to the customer'ssatisfaction and I will send you a copy Until then, Peter Messner President
Dear ***,
I am responding to the claim that our customer, *** *** has filed with the Revdex.comI am deeply disappointed that our perfect record with the Revdex.com for over a decade has been tarnishedWhile I empathize with Mr***I am certain that you will
conclude that we have responded in a timely manner and been accountable to our customerI will be using a time-line format so that you will see our active involvement
throughout this process:
March/Customer visits store and take samples home
4/21/2012 Customer places order and is given the Messner folderThis folder
includes their receipt, instructions to prepare for their installation, product specific
maintenance information, and a product warranty information booklet
5/16/2012 Carpeting is installed
5/ 17/2012 Follcall is madeCustomer very satisfiedResponse card is
received with glowing comments
12/19/Call received from the *** questioning appearance retention
12/20/Messner professional visits home to assess conditionCustomer is
advised of required professional cleaning
1/08/2014 Customer has carpet professionally cleaned
1/21/2014 Customer produces receipt for cleaning which is required for all
performance claims
1/23/2014 Claim is processed by Messner with ***, the carpet manufacturer
Customer is added to Messner Weekly Claim Review sheet
1/30/2014 *** redirects the claim to the fiber manufacturer, ***
(***)
2/07/2014 Messner starts the claim process on behalf of customer
2/24/2014 Paperwork completed and verified by ***
3/03/2014 Assessment ordered by ***
3/14/2014 Assessment made at the customer's home by an independent inspector
3/27/2014 *** inquires for results and Messner checks but report is not
available
4/02/2014 *** determines that the carpet does not warrant replacement at this
timeThe Limited warranties booklet is supplied again to the customer
On page the 5th bullet point clearly "excludes changes in appearance
caused by matting, crushing, soiling, shading or pile reversal,
cornrowing, or fading" from their warrantyThis is the same
information that was supplied to the customer on 4/21/
4/**/Customer cal ls the store and voices his dissatisfaction with ** ***
findings and expects Messner to do something about itThe customer is
told that cornrowing is not covered by *** or any manufacturer's
warranty
4/18/Revdex.com letter is received by Messner
4/23/Peter Messner discusses findings with *** claim specialist and
advocates on behalf of the ***sMessner is told the findings clearly
show that the fiber is performing up to industry standards as measured
by the Carpet and Rug InstituteTheir standardCRI TM 101, specifies
the appearance retention scales for comparing carpet performance
4/25/Messner sends response to Revdex.com
In the carpeting industry the standard warranties are year by the manufacturer
against manufacturing defects, year by the retailer to cover installation issues, and the
fiber manufacturers for all of the extended warrantiesThe main areas covered are
staining (much exclusion), static, and fiber loss
In our over years in business we have not been involved in a significant
number of fiber claimsThe ones that we have advocated for our customers have had
limited successFor this reason my firm does not "over promote'' the value of these
warranties in the sales process
I am available to discuss any questions that you may have
Respectfully submitted, *** ***President
[redacted]7/28/2016
Dear [redacted],I received your notice of complaint on Monday, 7/25/16, and met with Greg Messner, my retail store manager later that day. He immediately called the customer and scheduled an appointment for Tuesday 8/2/16. We will be removing the stair runner to...
enable the repair of the complete riser. This was the earliest date that is convenient for the [redacted]'s. We will request a written confirmation of the completion of this work to the customer'ssatisfaction and I will send you a copy. Until then, Peter Messner President
I am in receipt of the complaint filed by [redacted] T. [redacted] on behalf of our customer [redacted]. Instead of going through Mr. [redacted]'s letter item by item I would like to boil it down to a few salient points. I agree that the installation and product are not acceptable which is why the...
installation is being replaced. I agree that the manufacturer has changed the production dates and took longer than expected to produce the replacement carpet. I am addressing the difficult communication that was mentioned in the letter because that I not our standard operating procedure. There are times when [redacted] Messner is out of the store because one of his duties is performing on site assessments. Some of this was the unwillingness of the customer to communicate with other Messner employees or misconception that [redacted] was the only person able to help Mrs. [redacted]. I am still looking into this lapse in service. The following events have occurred and this is where I believe the is[redacted] stands today. The replacement was scheduled for 8/21 but cancelled by Mrs. [redacted] on 8/19. Customer was considering reselecting another product. Customer met with [redacted] Messner at the store and decided to keep the original selection. Warehouse manager and [redacted] inspect the replacement piece on 8/25 and the installation is schedule for 9/5/14. As of today the installation of the new carpet is schedule and confirmed by [redacted] 9/5. [redacted] Messner is schedule to be onsite during to install to insure customer satisfaction. This a standard procedure when Messner's has to replace a defective product. I think that you will agree that we are positioned to rectify this unfortunate situation and I suggest that you keep the file open until we have completed our work Respectfully submitted.
[redacted] Messner Owner Messner Carpeting -Rugs- Flooring
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.
RE: Complaint to Revdex.com #[redacted] Complaint by [redacted] against Messner Carpet
My opinion, as a consumer, is that the carpet industry has chosen to abdicate responsibility for the performance of the carpeting they sell and manufacture. Companies have insulated themselves from responsibility by excluding corn rowing from the warranty. In conversations with friends and peers I have expressed my frustration with [redacted] and the dealer. I was surprised that no one knew what carpet cornrowing.
I do not understand how a notable change in appearance can be considered normal and not subject to warranty. My conclusion is that the carpet industry is avoiding responsibility for selling a product that may not maintain its appearance for a reasonable length of time. They are aware that this problem is common and it is expected to occur We were not informed at the time of sales that cornrowing could occur I cannot understand how carpet can be produced and sold that deteriorates significantly in appearance in less than 18 months TO add further insult the [redacted] is promoted and priced as a premium product with superior quality. My goal of this complaint is to make potential carpet consumers aware of corn rowing .consumers can use this information to make choices when shopping for floor coverings’. Regards, [redacted] Please see attachment78