Petland, Inc.

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We would like to fix the floorLook at insertI am forwarding a response of another client, which we had the same floor problemWe were able to repair and fix the problemThe floor looks great and the client is happyWe would like to the same for the job in questionJim D*** Gateway Garden
Thanks for sending Mick over on Saturday He did a good job and the floor looks good at this point I’mglad it turned out to be a fairly straight forward fix Thanks again.*** *** *** ***
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Complaint: ***
Dear Mr***,
I am rejecting this response because: Enclosed are two emails I have sent to MrD***, one is the timeline events from the start of the job, the second is my response to the "re-do" of the flooringBoth these documents explain my frustrations with this company and is the reason I reached out to you and Revdex.com for assistanceI still am requesting reimbursement as stated in letter two
Regards,
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Response to complaintAfter finding out about the separation in the planks in the flooring the flooring company was called within a few daysThey required a claims report to be filled out and sent back by mailThe complaint form was received by Gateway in about daysThe complaint form was filled out and sent back to the company in less than a weekFrom that time on Gateway had no control of the time frame it took to get the inspection done , and the report sent to the company, and then back to GatewayI did call a ask about it once or twice a weekWhen the report was emailed to Gateway the client was informed within one dayTo correct the problem there is two ways to do itThe first is to take the floor up redo it with transition pieces in the floor which I personally would not like, because of the transition pieces in the middle of the floorI also think there's a chance of separationThe other way is to have the floor taking up and put down with a pressure sensitive glue that will make the floor look just like new with no chance of separationThe installer has offered to do either solution for free of chargeGateway has agreed to buy the glue and transition pieces to complete the job to make our customer happySincerely, James D***

[redacted],
I called you to explained the flooring issue of Mr. [redacted] home. The floor has...

some small separation in the butt seams. When notified about the problem I contacted the Independent installer that had installed the job. He then made a appointment to look at the floor. After looking at the floor we felt the product my have a issue with the click not holding together correctly. At that time I contacted my salesman from the manufacture of the product. He said he would have the claims department send me a complaint form. I received the form about 10 day later. I completed the form in a few days and sent it back to the manufacture. The rest of the process is out of my hands. The manufacture looks at the claim and contacts a independent inspector. The inspector contacts the home owner to look at the floor. Once done the inspector sends the report to the manufacture. The manufacture then sends me a copy. I then contact the home owner, and make arrangements to correct the flooring issue. This process is very time consuming, and I wish the manufactures had a better system, but they don’t. I responded as well as possible. I even called the manufacture once or twice a weak to check on the progress. I had told Mr. [redacted] about this process and the amount of time it normally takes. On January 15th late afternoon I got the report. On Sat. January 16th I notified Mr. [redacted] I had received the report. After going over the report, I got together with the Independent Installer. We Thought the best way to solve the flooring issue was to take it up and put it down with a full spread pressure sensitive glue made for the product. (the product can be glue or clicked free floating on the floor.) The report said the installer would have put a spacer in the middle of the floor, as well as no caulking around the outside of the flooring against the wall. The installer and I don’t think these issues cause the separation, and the spacer in the floor would not look good to me. The glue down installation of the floor will give it the same appearance of a click floor with out the possibility of any separation. The independent installer is willing to do the labor at no cost. I told him I would supply him with any materials he needed for the job. We both would like to make this project look great. I had called Mr. [redacted] on Tue. Jan. 19th to make this suggestion. He wouldn’t talk to me, so I text him the suggestion. Mr. [redacted] paid me the money for the flooring. The flooring warranty’s are from the manufacture that makes the product.Mr. [redacted] paid the Independent installer for the labor to install the flooring. The installer has his own insurance and is his own company. He is working for the home owner. The Independent installer is not my employee.I know the time issue that the manufacture takes to get the reports is a problem for Mr. [redacted], but the floor was not dangerous just little 1/16” gaps in a few spots. I hope this issue can be resolved reasonable for all involved. Sincerely, Jim D[redacted]