January 28, 2016ATTN: ***WE MADE ARRAGEMENTS FOR AN INDEPENDENT CONTRACTOR TO LOOK AT THE TILE FLOOR HE WILL LOOK AT THE FLOOR - FEBRUARY 1, 2016ID *** ***
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Ms***:I am writing in reference to complaint #***, as
a follto a letter sent to you 1/28/Mr& Mrs*** came into M&M Floor Covering in 10/2014, looking for hardwood flooring, and did not want to consider other flooring, such as laminateThe ***s chose Mohawk Armormax hardwood to be installed in their home, and signed a contract with M&M Floor Covering on 10/31/Installation of the floor took place 2/4-18/2015, and Walter FM*** gave a copy of the warranty information, and information on how to care for the floor to Mrs*** on completionOn 5/6/2015, Mrs*** called M&M Floor Covering regarding scratches on her floor, so we called Mohawk who recommended Old English to minimize scratchesShe called again on 7/30/2015, saying everything was scratching the floorOn 8/3/2015, Walter FM*** called Mohawk to file a claim, and sent three planks, as requested by Mohawk, to be testedOn 9/11/2015, Mike M*** received a text from Mrs*** asking for information regarding the claim, as well as asking Mike to stop up to look at the floorA call by Walter to Mohawk 9/11/determined that the planks had been sent to testing 8/11/15, and should be back soonOn 10/6/2015, Walter again called Mohawk, and was told that the claim had been declined 9/16/2015; Walter asked that someone look at the floor at the house, and was told it would be sent to the claim’s analystMike received another text regarding the floor on 11/12/2015, and Walter contacted *** *** with Mohawk on 11/13/2015, and was asked to email info for the claim, which was doneOn 12/1/2015, Mrs*** sent a text to Mike asking for all information regarding M&M Floor Covering’s contact with Mohawk on the claim, which he took to the houseWhile he was at the house delivering the information, Mrs*** stated that she may get a lawyer regarding thisOn 1/15/2016, Walter JM*** contacted *** *** again about the claim, and was given the name and address of an independent inspector to look at the floorM&M Floor Covering contracted with *** *** of *** *** *** Services to look at the floorMr*** went to the ***’s home on 2/1/to inspect the floor, and sent a report to M&M Floor Covering on 2/9/The conclusion of the report is that the scratches are consistent with damage from dogs’ nails, and that installation is within industry standardsAlthough there is a warranty on the floor, it is clear that damage by pet claws (nails) is not covered under that; the damages are not the result of either manufacturing defect or installation deficiency.I would ask that you please close this complaint, as the independent report shows that M&M Floor Covering is not responsible for the scratches to the floor.Sincerely,Walter M***M&M Floor Covering of New Castle
January 28, 2016ATTN: ***WE MADE ARRAGEMENTS FOR AN INDEPENDENT CONTRACTOR TO LOOK AT THE TILE FLOOR HE WILL LOOK AT THE FLOOR - FEBRUARY 1, 2016ID *** ***
*** * *** ***
*** *** *** ***
Ms***:I am writing in reference to complaint #***, as
a follto a letter sent to you 1/28/Mr& Mrs*** came into M&M Floor Covering in 10/2014, looking for hardwood flooring, and did not want to consider other flooring, such as laminateThe ***s chose Mohawk Armormax hardwood to be installed in their home, and signed a contract with M&M Floor Covering on 10/31/Installation of the floor took place 2/4-18/2015, and Walter FM*** gave a copy of the warranty information, and information on how to care for the floor to Mrs*** on completionOn 5/6/2015, Mrs*** called M&M Floor Covering regarding scratches on her floor, so we called Mohawk who recommended Old English to minimize scratchesShe called again on 7/30/2015, saying everything was scratching the floorOn 8/3/2015, Walter FM*** called Mohawk to file a claim, and sent three planks, as requested by Mohawk, to be testedOn 9/11/2015, Mike M*** received a text from Mrs*** asking for information regarding the claim, as well as asking Mike to stop up to look at the floorA call by Walter to Mohawk 9/11/determined that the planks had been sent to testing 8/11/15, and should be back soonOn 10/6/2015, Walter again called Mohawk, and was told that the claim had been declined 9/16/2015; Walter asked that someone look at the floor at the house, and was told it would be sent to the claim’s analystMike received another text regarding the floor on 11/12/2015, and Walter contacted *** *** with Mohawk on 11/13/2015, and was asked to email info for the claim, which was doneOn 12/1/2015, Mrs*** sent a text to Mike asking for all information regarding M&M Floor Covering’s contact with Mohawk on the claim, which he took to the houseWhile he was at the house delivering the information, Mrs*** stated that she may get a lawyer regarding thisOn 1/15/2016, Walter JM*** contacted *** *** again about the claim, and was given the name and address of an independent inspector to look at the floorM&M Floor Covering contracted with *** *** of *** *** *** Services to look at the floorMr*** went to the ***’s home on 2/1/to inspect the floor, and sent a report to M&M Floor Covering on 2/9/The conclusion of the report is that the scratches are consistent with damage from dogs’ nails, and that installation is within industry standardsAlthough there is a warranty on the floor, it is clear that damage by pet claws (nails) is not covered under that; the damages are not the result of either manufacturing defect or installation deficiency.I would ask that you please close this complaint, as the independent report shows that M&M Floor Covering is not responsible for the scratches to the floor.Sincerely,Walter M***M&M Floor Covering of New Castle