Superior Floors FTC

Initial Business Response /* (1000, 5, 2015/12/05) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@gmail.com
We have done prior work for *** G and she was fully satisfiedThat is why she came back to us for her carpet needs in San Fransisco
She had been a good client and we wanted to take care of herSuperior Floors would never use a poor quality carpet/pad, or try to cut cornersThe carpet installed for *** G is one of our most popular, best-selling carpets, Royalty Carpets Style BoogieThe Mohawk CW8lbfoam pad is one we use on 90% of our carpet jobsWe install many jobs every year and have had no problems
We have had the carpet inspected by an independent, licensed flooring inspector and he found no problems with the carpet or pad we installedI also personally went out to inspect the job*** G did not agree and stated that there must be a problem with the carpet/pad causing a strong chemical odorWe do not agree with her statement and feel there may be some other source for the odorThe carpet/pad installed by Superior Floors is not at faultShe mentioned the adhesive possibly being the problemWe used staples to secure the pad, not an adhesive If there were a problem with the carpet or pad, we would have been happy to replace it or give her money backWe cannot be expected to fulfil her request for refund or replacement just because she thinks the odor is from our carpet jobThe home is an older home in San Fransisco (possibly around years old) and could have odors from a number of sourcesSee below for more detail
On September 15, we installed the carpet selected by *** GWe installed this carpet over new pad which was stapled down to the subfloor
On November 4, we were informed that the owner (***) felt there was a strong chemical odor coming from her newly installed carpet/paddingI contacted her and set up a date to come inspect the carpet/pad and installationI also contacted the carpet manufacturer and they sent out a licensed, independant flooring inspectorWe met on November to inspect the carpetThe results of the inspection showed that there was no problem with the carpet/pad
The carpet installed in *** G's house is Royalty style Boogie color CorkWe install this exact carpet many times per year and never have any problems with odor or defectsRoyalty Carpets is quality carpet company located in Southern CaliforniaThe pad used is the same pad we use on 90% of our jobsNever once have we had any complaints with the pad
At the time of inspection the carpet had been installed for over a month*** G was not living at the premises as they were in the process of moving to this locationI told her to open the windows and let the house air outShe said they had done this and the odor had only gotten worse
If it were an odor from the carpet/pad it would lessen with time, not get worse
I have full, detailed email corespondences with *** G and reports from independent inspector and carpet manufacturer
Initial Consumer Rebuttal /* (3000, 8, 2015/12/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The owners of this business never contacted us regarding our complaintTheir employee, ***, respondedWe felt as return customers, the owners could have paid some personal attention to our health and safety concernsThey did not seem to careWe had two contractors and fire department personnel confirm there was a strong odorSuperior Floors would not acknowledge there was even an odorWe did not trust Superior Floor or their independent consultant's evaluation of the problemSuperior Floors also did not complete the job properlyWe were told the doors would be trimmed at the bottom to properly fit the new carpetThis was never done and the doors are difficult to open and closeI requested that Superior Floors provide materials and chemicals in the carpet they sold to usWe were initially told they would get it to usWe received a second email and *** told us because we filed a complaint with the Revdex.com, they would no longer assist usMy understanding Superior Floors is required by law to provide the materials in their carpetI would not recommend Superior Floors in the futureThey have no interest in assisting their customers with outstanding questions and issuesWe hired an independent consultant to assist us with our questions and concernsWe do not feel comfortable doing business with Superior Floors
Complaint Response Date bumped because: Holiday
Final Business Response /* (4000, 13, 2016/01/12) */
***Document Attached***
The homeowner did not agree with our findings, or the independent inspector'sShe said she would get other opinions
We requested from the homeowner, that she would forward the findings from the contractors and fire department that came to her homeWe have not seen any documentation to back up her claims from these sources
If there was evidence of a problem in the home, we would be happy to look into it further if there was a report to back it upThe inspector I met there found no problems and I included his report in our prior documentation to the Revdex.comSuperior Floors did not find any issues with the carpet or pad, and their "odors" as reported by Mrs G
I have personally been working on this case from the beginningMy opinion and actions have just as much weight as anyone here, as I am part owner of Superior FloorsTom, the original owner, has been involved as well in the backgroundI have been the one doing the correspondenceWe needed to gather info on what could be wrong, not just rush over and tear out the carpet like we were requested to doWe inspected the home within a few days of the homeowners complaint
All materials are Green Label Certified and formaldehyde freeThese are top quality products
The carpet is made up of Type 6,Nylon carpet fiber, polypropylene backing, and synthetic latex
The padding is rebond foam paddingpound densityIt is made up of urethane foam trim, and a urethane prepolymer that binds the foam together
I included documentation for the carpet and pad in the attachments
*** ***
Superior Floors FTC