I signed a purchase contract with [redacted] who at the time offered a year warranty I did not sign with Mannington We cared for the flooring as instructed No one has come out to my residence How can they say that it is not maintained And finally, my wife and I both are in our mid 70!s and walk over the flooring barefooted I only decided to seek replacement when I caught some slivers of laminate in my big toe My word is gold not like others!!
Dear Revdex.com: Thank you for sharing Ms***’s [redacted] ’s complaint with us We are familiar with the [redacted] job and the information contained in her complaint is misleading We were hired by Ms [redacted] to provide carpet and wood flooring for her home We completed the carpet work with no issues We did encounter a problem with the wood floor install During the removal of the existing floor we discovered concrete in certain areas The finding set back our timeline and required us to bring in more personnel and charge the customer more money to complete the taskThe customer was aware when she signed o [redacted] our on checklist that removing the existing floor may require additional prep work and money Once the problem was discovered we included Ms [redacted] in the conversation and explained the process and solution We did the additional work at a reduced rate and Ms [redacted] agreed to pay the extra charge The damage done to the walls was not the result of carelessness Instead, the damage occurred when the installer removed the wall base from the drywall Baseboards are purely cosmetic and cover gaps around the perimeter that are required when wood floors are installed We told Ms [redacted] the incidental holes would be covered once the new base boards were installed She appeared happy with our response and didn’t complain further Keep in mind this was a construction site and dust, debris and accidents can happen We did address all of Ms [redacted] ’s complaints regarding the vents, door improperly installed, broom missing (we replaced it), and dust containment to her liking I am confused by her request We contacted Ms [redacted] following the installation and she told my sales person, “Everything looked good” She never questioned the bill and came to the store to pay us in full and never asked for a discount or an adjustment If Ms [redacted] has other issues that have not been resolved to her liking, please have her contact her sales person or Mr [redacted] immediately
Dear Revdex.com:Thank you for bringing the attached complaint to our attention We have reached out to the customer to discuss their options and have not heard back from them Our intent is to keep the Revdex.com updated on how things progress Thanks, [redacted] ***, President
[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. I have spoken with Kerns Carpeting One-BR, West Bluemound Rd, Brookfield, WI 53045, about the complaint I originally filed At this stage, the complaint will be resolved. Please remove this complain from the file of unresolved complaints at the Revdex.com.Thank you for your assistance with this matter
Regards,
*** ***
Dear Revdex.com:We are familiar with Mr. [redacted] complaint. What Mr. [redacted] failed to mention is the manufacture turned down his claim not once but twice. The manufacture declined the claim based on poor maintenance and site conditions. The decision was based on information provided by Mr....
[redacted] along with pictures and a sample of the product. We appealed to our local statewide distributor network to see if they could help in any way. We wanted to exhaust all possibilities to see if we could help Mr. [redacted] in any fashion. After a number of conversations, the distributor agreed to provide the material at no charge, but made it clear labor was not included. In fact, the original claim made no mention of labor being an issue in their denial. We shared this information with Mr. [redacted] and he believes under the 25 year warranty we should be responsible for the new floor and the labor. Just because something has a 25 year warranty it doesn't mean a customer like Mr. [redacted] has no responsibility on maintaining the condition of their floor. The floor is NOT bullet proof and periodic maintenance is required. Failure to comply with this understanding can and will result in claims or warranties being null and void.We have shared information on two different labor options with Mr. [redacted]. These figures are at our cost and our goal is to help him out as much as possible. We appreciate his business and feel we have done what we can to help make the situation right. Actions and success stories like these are reasons why we have been in business for 80 years, because we do value our customer's loyalty. Thanks, [redacted] - President
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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted] 1. [redacted] gave me the warranty of 25 years. 2. I am complaining about chips of the laminate coming up, and the fact that my wife and I are both midseventies and walk around barefoot. How do we cause the chipping. 3. The area of flooring to be repaired according to the offer was area around dinette table. The approximate cost for repair for this small area of 400 to 900 dollars should be covered by [redacted]. They never said this was their cost of labor. An act of good will would be to pay the labor. While the manager was inspecting the floor He was willing to sell us carpeting for the rest of the house!!
Dear Revdex.com: Thank you for sharing Ms. [redacted]’s [redacted]’s complaint with us. We are familiar with the [redacted] job and the information contained in her complaint is misleading. We were hired by Ms. [redacted] to provide carpet and wood flooring for her home. We completed the carpet work...
with no issues. We did encounter a problem with the wood floor install. During the removal of the existing floor we discovered concrete in certain areas. The finding set back our timeline and required us to bring in more personnel and charge the customer more money to complete the task. The customer was aware when she signed o** our on checklist that removing the existing floor may require additional prep work and money. Once the problem was discovered we included Ms. [redacted] in the conversation and explained the process and solution. We did the additional work at a reduced rate and Ms. [redacted] agreed to pay the extra charge. The damage done to the walls was not the result of carelessness. Instead, the damage occurred when the installer removed the wall base from the drywall. Baseboards are purely cosmetic and cover gaps around the perimeter that are required when wood floors are installed. We told Ms. [redacted] the incidental holes would be covered once the new base boards were installed. She appeared happy with our response and didn’t complain further. Keep in mind this was a construction site and dust, debris and accidents can happen. We did address all of Ms. [redacted]’s complaints regarding the vents, door improperly installed, broom missing (we replaced it), and dust containment to her liking. I am confused by her request. We contacted Ms. [redacted] following the installation and she told my sales person, “Everything looked good”. She never questioned the bill and came to the store to pay us in full and never asked for a discount or an adjustment. If Ms. [redacted] has other issues that have not been resolved to her liking, please have her contact her sales person or Mr. [redacted] immediately.
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 o**er I reviewed appear below.Kern's is fully aware that everything was not resolved to my satisfaction. I told the salesperson when I came in to pay my bill, that I was not happy with all of the work. However, I chose to pay the amount due, rather than get into a dispute over the bill, hoping we could resolve the install issues like professionals. Kern's was supposed to be a reputable company, but clearly, they do not stand behind their work -- a lesson I learned the hard way. Although I could not be at the house EVERY time they came out to try to fix something (I do have a job, after all), my mother was there and was clear with [redacted] about my dissatisfaction surrounding some of the work. One of these complaints included the broken closet that [redacted] attempted three times to fix, after telling me that it must have already been broken, and then fixing it, only to have it fall o** the hinges again this past weekend. I ended up fixing it myself. I have absolutely no idea what "discounted rate" Kerns is referring to. I asked them, specifically, if they could take some money o** of the tile install in the bathroom based on all the money I had paid them for the entire project, and all of the ensuing problems. The best [redacted] (the salesperson) told me they could do was take o** the cost of having the toilet removed and replaced. They told me to negotiate that directly with the tile installer. A fairly odd and pathetic solution which, in the end, only saved me about $75. As for any other "discounts", Kerns can't possibly be referring to the 10% discount I was supposed to receive as a referral customer from Shorewest Realtors. That would be insulting and not provable, as Kerns never provided me, prior to the work starting, a professional, detailed estimate of the product and labor costs -- which I had asked for repeatedly from the salesperson. All I ever got pre-installation was an email with some prices on it. Although this was my first red flag, I convinced myself that Kerns was a reputable company with a long history in Milwaukee, and they would most certainly do a professional job. I was wrong.Among my list of outstanding complaints: 1) The tile in the entrance to the laundry room was torn up by the demo crew, even though it was supposed to remain. The tile installer came out to fix it, but the tile is now uneven. The wood transition piece was originally tacked down so poorly that it lifted up, causing a tripping hazard. Kerns came out to fix that, however, because of the uneven tile, the wood piece is already starting to work loose again. Also because of the uneven tile, the grout lines are starting to crack, which will surely result in loose and cracked tiles over time. The wood transition piece between in the half-bath is also coming loose, likely because of the large di**erence in floor height between the hardwood and the bathroom tile. 2) The baseboards that I spent $1000 to purchase and install did cover up most of the damage to the walls. However, my carpenter had to do a lot of work to remove debris, nails and other materials and repair other damage in order to install the baseboards evenly and properly. Now, although the base looks great, it highlights the gaps between the floor and the door frames, which in some instances, are greater than an inch. As several carpenters have told me, this is a result of poor floor installation. The flooring installers should have put at least one more layer of subfloor down before installing the hardwood. True, this would have cost me more money, but it would have been nice to have had this option relayed to me, and to have been given the choice to accept or decline the extra cost. Instead, what I have now is very cheap looking gaps in all the doorframes. (In fact, the lower level of the floor is the reason the closet door will not seat properly into the brackets and keeps falling off the track.) THIS is the #1 item I would like to have repaired, but I refuse to give Kerns any more money to do it. Finally, I find it reprehensible that Kerns would actually try to use against me the fact that I was a responsible consumer and paid my bills on time. I guess, according to their response, I shouldn't have paid them for their shoddy work. Good to know. I'll be sure to include their response in any further complaints I levy against them. And, despite their request to contact them directly, I think we are well beyond that. During the project and after, I tried to work with them to remedy these issues. They only half-heartedly attempted to do so, and in some cases, refused. I came to the Revdex.com to give Kerns one last chance to resolve these issues before I explore other legal remedies. I am beyond believing in their worthless "guarantee" or the myth that they care at all about their customers. Since sharing my experience with Kerns, I have heard similar stories from others. While it's too late for me, through further action I hope to spare others from going through this, and will be sure to spread the word to take your flooring business anywhere but Kerns.
Regards,
[redacted]
Dear Revdex.com:Thank you for bringing the attached complaint to our attention. We have reached out to the customer to discuss their options and have not heard back from them. Our intent is to keep the Revdex.com updated on how things progress. Thanks, [redacted],...
I signed a purchase contract with [redacted] who at the time offered a 25 year warranty. I did not sign with Mannington. We cared for the flooring as instructed. No one has come out to my residence. How can they say that it is not maintained. And finally, my wife and I both are in our mid 70!s and walk over the flooring barefooted. I only decided to seek replacement when I caught some slivers of laminate in my big toe. My word is gold not like others!!
I firmly believe we have done everything possible to help Mr. [redacted] with his floor. Despite the fact the claim had been turned down twice, [redacted] Carpet One persevered and successfully secured a "free" floor for Mr. [redacted]. The only condition set forth by the distributor is the customer must cover the labor to replace and re-install.Attached is a letter from the manufacture (this has been shared with the customer) and warranty information. The manufacture points out the issue with the floor is site condition and maintenance and does not imply or state that installation had anything to do with the performance of the floor.The warranty information was provided to Mr. [redacted] as well. The first portion touches on care and maintenance and makes sound suggestions on how a laminate floor should be maintained. The limited wear warranty makes it clear the following items are excluded. 1). Indentations2). Scratches3). Damage caused by improper care and maintenanceWe have also shared with Mr. [redacted] estimates on labor charges. We made it very clear to him the charges are at our cost. This is not a money making proposition, but more importantly and opportunity to provide a dissatisfied customer with a new floor. We succeeded despite the challenges we faced (two denials) and Mr. [redacted] needs to understand this is the best we can do. We do appreciate Mr. [redacted]'s business and hope he will accept our offer.
I signed a purchase contract with [redacted] who at the time offered a year warranty I did not sign with Mannington We cared for the flooring as instructed No one has come out to my residence How can they say that it is not maintained And finally, my wife and I both are in our mid 70!s and walk over the flooring barefooted I only decided to seek replacement when I caught some slivers of laminate in my big toe My word is gold not like others!!
Dear Revdex.com: Thank you for sharing Ms***’s [redacted] ’s complaint with us We are familiar with the [redacted] job and the information contained in her complaint is misleading We were hired by Ms [redacted] to provide carpet and wood flooring for her home We completed the carpet work with no issues We did encounter a problem with the wood floor install During the removal of the existing floor we discovered concrete in certain areas The finding set back our timeline and required us to bring in more personnel and charge the customer more money to complete the taskThe customer was aware when she signed o [redacted] our on checklist that removing the existing floor may require additional prep work and money Once the problem was discovered we included Ms [redacted] in the conversation and explained the process and solution We did the additional work at a reduced rate and Ms [redacted] agreed to pay the extra charge The damage done to the walls was not the result of carelessness Instead, the damage occurred when the installer removed the wall base from the drywall Baseboards are purely cosmetic and cover gaps around the perimeter that are required when wood floors are installed We told Ms [redacted] the incidental holes would be covered once the new base boards were installed She appeared happy with our response and didn’t complain further Keep in mind this was a construction site and dust, debris and accidents can happen We did address all of Ms [redacted] ’s complaints regarding the vents, door improperly installed, broom missing (we replaced it), and dust containment to her liking I am confused by her request We contacted Ms [redacted] following the installation and she told my sales person, “Everything looked good” She never questioned the bill and came to the store to pay us in full and never asked for a discount or an adjustment If Ms [redacted] has other issues that have not been resolved to her liking, please have her contact her sales person or Mr [redacted] immediately
Dear Revdex.com:Thank you for bringing the attached complaint to our attention We have reached out to the customer to discuss their options and have not heard back from them Our intent is to keep the Revdex.com updated on how things progress Thanks, [redacted] ***, President
[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. I have spoken with Kerns Carpeting One-BR, West Bluemound Rd, Brookfield, WI 53045, about the complaint I originally filed At this stage, the complaint will be resolved. Please remove this complain from the file of unresolved complaints at the Revdex.com.Thank you for your assistance with this matter
Regards,
*** ***
Dear Revdex.com:We are familiar with Mr. [redacted] complaint. What Mr. [redacted] failed to mention is the manufacture turned down his claim not once but twice. The manufacture declined the claim based on poor maintenance and site conditions. The decision was based on information provided by Mr....
[redacted] along with pictures and a sample of the product. We appealed to our local statewide distributor network to see if they could help in any way. We wanted to exhaust all possibilities to see if we could help Mr. [redacted] in any fashion. After a number of conversations, the distributor agreed to provide the material at no charge, but made it clear labor was not included. In fact, the original claim made no mention of labor being an issue in their denial. We shared this information with Mr. [redacted] and he believes under the 25 year warranty we should be responsible for the new floor and the labor. Just because something has a 25 year warranty it doesn't mean a customer like Mr. [redacted] has no responsibility on maintaining the condition of their floor. The floor is NOT bullet proof and periodic maintenance is required. Failure to comply with this understanding can and will result in claims or warranties being null and void.We have shared information on two different labor options with Mr. [redacted]. These figures are at our cost and our goal is to help him out as much as possible. We appreciate his business and feel we have done what we can to help make the situation right. Actions and success stories like these are reasons why we have been in business for 80 years, because we do value our customer's loyalty. Thanks, [redacted] - President
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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted] 1. [redacted] gave me the warranty of 25 years. 2. I am complaining about chips of the laminate coming up, and the fact that my wife and I are both midseventies and walk around barefoot. How do we cause the chipping. 3. The area of flooring to be repaired according to the offer was area around dinette table. The approximate cost for repair for this small area of 400 to 900 dollars should be covered by [redacted]. They never said this was their cost of labor. An act of good will would be to pay the labor. While the manager was inspecting the floor He was willing to sell us carpeting for the rest of the house!!
Dear Revdex.com: Thank you for sharing Ms. [redacted]’s [redacted]’s complaint with us. We are familiar with the [redacted] job and the information contained in her complaint is misleading. We were hired by Ms. [redacted] to provide carpet and wood flooring for her home. We completed the carpet work...
with no issues. We did encounter a problem with the wood floor install. During the removal of the existing floor we discovered concrete in certain areas. The finding set back our timeline and required us to bring in more personnel and charge the customer more money to complete the task. The customer was aware when she signed o** our on checklist that removing the existing floor may require additional prep work and money. Once the problem was discovered we included Ms. [redacted] in the conversation and explained the process and solution. We did the additional work at a reduced rate and Ms. [redacted] agreed to pay the extra charge. The damage done to the walls was not the result of carelessness. Instead, the damage occurred when the installer removed the wall base from the drywall. Baseboards are purely cosmetic and cover gaps around the perimeter that are required when wood floors are installed. We told Ms. [redacted] the incidental holes would be covered once the new base boards were installed. She appeared happy with our response and didn’t complain further. Keep in mind this was a construction site and dust, debris and accidents can happen. We did address all of Ms. [redacted]’s complaints regarding the vents, door improperly installed, broom missing (we replaced it), and dust containment to her liking. I am confused by her request. We contacted Ms. [redacted] following the installation and she told my sales person, “Everything looked good”. She never questioned the bill and came to the store to pay us in full and never asked for a discount or an adjustment. If Ms. [redacted] has other issues that have not been resolved to her liking, please have her contact her sales person or Mr. [redacted] immediately.
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 o**er I reviewed appear below.Kern's is fully aware that everything was not resolved to my satisfaction. I told the salesperson when I came in to pay my bill, that I was not happy with all of the work. However, I chose to pay the amount due, rather than get into a dispute over the bill, hoping we could resolve the install issues like professionals. Kern's was supposed to be a reputable company, but clearly, they do not stand behind their work -- a lesson I learned the hard way. Although I could not be at the house EVERY time they came out to try to fix something (I do have a job, after all), my mother was there and was clear with [redacted] about my dissatisfaction surrounding some of the work. One of these complaints included the broken closet that [redacted] attempted three times to fix, after telling me that it must have already been broken, and then fixing it, only to have it fall o** the hinges again this past weekend. I ended up fixing it myself. I have absolutely no idea what "discounted rate" Kerns is referring to. I asked them, specifically, if they could take some money o** of the tile install in the bathroom based on all the money I had paid them for the entire project, and all of the ensuing problems. The best [redacted] (the salesperson) told me they could do was take o** the cost of having the toilet removed and replaced. They told me to negotiate that directly with the tile installer. A fairly odd and pathetic solution which, in the end, only saved me about $75. As for any other "discounts", Kerns can't possibly be referring to the 10% discount I was supposed to receive as a referral customer from Shorewest Realtors. That would be insulting and not provable, as Kerns never provided me, prior to the work starting, a professional, detailed estimate of the product and labor costs -- which I had asked for repeatedly from the salesperson. All I ever got pre-installation was an email with some prices on it. Although this was my first red flag, I convinced myself that Kerns was a reputable company with a long history in Milwaukee, and they would most certainly do a professional job. I was wrong.Among my list of outstanding complaints: 1) The tile in the entrance to the laundry room was torn up by the demo crew, even though it was supposed to remain. The tile installer came out to fix it, but the tile is now uneven. The wood transition piece was originally tacked down so poorly that it lifted up, causing a tripping hazard. Kerns came out to fix that, however, because of the uneven tile, the wood piece is already starting to work loose again. Also because of the uneven tile, the grout lines are starting to crack, which will surely result in loose and cracked tiles over time. The wood transition piece between in the half-bath is also coming loose, likely because of the large di**erence in floor height between the hardwood and the bathroom tile. 2) The baseboards that I spent $1000 to purchase and install did cover up most of the damage to the walls. However, my carpenter had to do a lot of work to remove debris, nails and other materials and repair other damage in order to install the baseboards evenly and properly. Now, although the base looks great, it highlights the gaps between the floor and the door frames, which in some instances, are greater than an inch. As several carpenters have told me, this is a result of poor floor installation. The flooring installers should have put at least one more layer of subfloor down before installing the hardwood. True, this would have cost me more money, but it would have been nice to have had this option relayed to me, and to have been given the choice to accept or decline the extra cost. Instead, what I have now is very cheap looking gaps in all the doorframes. (In fact, the lower level of the floor is the reason the closet door will not seat properly into the brackets and keeps falling off the track.) THIS is the #1 item I would like to have repaired, but I refuse to give Kerns any more money to do it. Finally, I find it reprehensible that Kerns would actually try to use against me the fact that I was a responsible consumer and paid my bills on time. I guess, according to their response, I shouldn't have paid them for their shoddy work. Good to know. I'll be sure to include their response in any further complaints I levy against them. And, despite their request to contact them directly, I think we are well beyond that. During the project and after, I tried to work with them to remedy these issues. They only half-heartedly attempted to do so, and in some cases, refused. I came to the Revdex.com to give Kerns one last chance to resolve these issues before I explore other legal remedies. I am beyond believing in their worthless "guarantee" or the myth that they care at all about their customers. Since sharing my experience with Kerns, I have heard similar stories from others. While it's too late for me, through further action I hope to spare others from going through this, and will be sure to spread the word to take your flooring business anywhere but Kerns.
Regards,
[redacted]
Dear Revdex.com:Thank you for bringing the attached complaint to our attention. We have reached out to the customer to discuss their options and have not heard back from them. Our intent is to keep the Revdex.com updated on how things progress. Thanks, [redacted],...
President
I signed a purchase contract with [redacted] who at the time offered a 25 year warranty. I did not sign with Mannington. We cared for the flooring as instructed. No one has come out to my residence. How can they say that it is not maintained. And finally, my wife and I both are in our mid 70!s and walk over the flooring barefooted. I only decided to seek replacement when I caught some slivers of laminate in my big toe. My word is gold not like others!!
I firmly believe we have done everything possible to help Mr. [redacted] with his floor. Despite the fact the claim had been turned down twice, [redacted] Carpet One persevered and successfully secured a "free" floor for Mr. [redacted]. The only condition set forth by the distributor is the customer must cover the labor to replace and re-install.Attached is a letter from the manufacture (this has been shared with the customer) and warranty information. The manufacture points out the issue with the floor is site condition and maintenance and does not imply or state that installation had anything to do with the performance of the floor.The warranty information was provided to Mr. [redacted] as well. The first portion touches on care and maintenance and makes sound suggestions on how a laminate floor should be maintained. The limited wear warranty makes it clear the following items are excluded. 1). Indentations2). Scratches3). Damage caused by improper care and maintenanceWe have also shared with Mr. [redacted] estimates on labor charges. We made it very clear to him the charges are at our cost. This is not a money making proposition, but more importantly and opportunity to provide a dissatisfied customer with a new floor. We succeeded despite the challenges we faced (two denials) and Mr. [redacted] needs to understand this is the best we can do. We do appreciate Mr. [redacted]'s business and hope he will accept our offer.