Pathways Development Corporation

Revdex.comComplaint ID: [redacted]To Whom It May Concern:[redacted] Flooring installed Shaw DuJour / Wild Rice carpet for customer in November 2011.  Product is a Stainmaster carpet with warranty information listed on the back of the carpet sample.  Additional warranty information is...

available on-line through Shaw Industries.Customer called regarding an issue with a seam in addition to an issue with stains in the carpet.  [redacted] Flooring scheduled a service for the seam which was then fixed.  [redacted] Flooring referred the stain issue to DuPont Stainmaster since this is were the warranty is carried.Customer called [redacted] Flooring back and complained that Stainmaster denied the claim since the carpet was not professionally cleaned every 12 months, therefore, voiding the warranty.  [redacted] Flooring called Stainmaster and tried to get consideration for the claim but was told the same information:  the warranty was voided due to the consumer not getting the carpet professionally cleaned.  [redacted] Flooring addressed all concerns with the customer and even went further by contacting Stainmaster and trying to get a more favorable resolution.  The warranty issue is with DuPont Stainmaster. Sincerely,[redacted]

Revdex.com:
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
Mr
or Mrs[redacted] may have recently obtained printed warranty information from
Stainmaster that mentions a requirement that the carpet be cleaned every year. However to the best of our recollection there
was no mention of that requirement on the back of any carpet piece on display
in Mr[redacted]' storeNot only did my husband & I look at the warranty on
the back of the carpet in but our decorator read it also All that was mentioned was that the carpet was
warrantied against stains for it's lifetimeI think if there had been any
mention of a requirement that the carpet being professionally cleaned every
year, we would have noted it & discussed itWhy in the world would you
clean a carpet every year if it was not dirty or stained?? Steam cleaning with
all those chemicals every year makes no sense.
It would degrade the carpet & pad removing some of the ability for
the carpet to fight stains
Mr[redacted] encouraged us to purchase the carpet because
it had a lifetime stain guaranteeHe had a fiduciary duty to mention such an
unusual stipulation, if one indeed was written on the carpet sample at that
time.
What I believe happened is that Stainmaster MAY have a
stupid requirement such as having a clean carpet professionally cleaned every year. But I believe it was not on the carpet sample
Mr[redacted] was unaware of such a stipulation at that time and indeed he did NOT
know about the stipulation until November when I was informed about it
verbally.
I
believe if it was on every single Stainmaster carpet sample in that store, Mr
[redacted] would have known about itIn addition to giving us printed information
about the 30-day satisfaction exchange, he would have given us the information
about having the carpet unnecessarily cleaned every year
We
still believe that Mr[redacted] should stand by the product that he sold us and
replace the carpet in the room where the stain will not come outIn selling
the product to us as being guaranteed to never stain, he should have disclosed
Stainmaster's odd stipulation to the warranty
Stainmaster
is not without blame hereThey had a duty to make sure the buyer had a printed
warranty and they had a duty to make sure that stores selling their product
were aware of warranty stipulations
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]