Tarkett USA, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** 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.]
Although I understand Tarkett's warranty on installationI am asking them, outside of their warrantyWhy would they not go over and beyond for a customer, due to the fact they have no warning of variation on their productThey do not cover visibly defective floorsI did not see the visible defects before installation. They claim we should not have installed itWe were unaware of the difference until after and unaware we was supposed to inspect every plankNo warning of thatI would not have installed it knowingly, pay for installation, so I could fight with Tarkett to replace and re-installObviously it was not done purposefully However just as we should have not installed it defective,( which we were unaware)It should never have been sold defectiveWas that done purposely? Leaving the customer responsibleThey offered material creditNot even a refund of money, but in store creditThe credit is for a little more then 500$ letting you know, this is not a large areaI didn't think asking for help....asking them to stand behind their product was asking too muchI'm not a satisfied customerI still believe Tarkett should take responsibility for their productI still don't know how I was supposed to complete this inspection of their product.
Regards,
*** ***

We have reviewed the consumer responsein furtherance to reexamination of the photos we agree that if the installer was working with back to the window, the variation may have been difficult to see. Accordingly, Tarkett will offer the labor cost in addition to the material creditPlease provide the original labor bill. Also in order to credit labor, the consumer will have to fill out the ACH documents attached, and then we would direct deposit the agreed upon labor into the bank account she provides. Thank you

Photos attached were received and considered by technical and legal department at TarkettNo floor protectors are visible on the photosThe adhesive used was sold by Lowe's and is of Lowe's reponsibilityFollowing receipt of the complaint, Tarkett's associate handling the file at Tarkett's Claims department spoke to the Lowes store employee and advised her of the wrong glue being used. Lowes store employee could not find Tarkett's recommended glue in Lowe's stock listTarkett may NOT be held responsible for matters over which it has no control

The photo is of a tip sheet that is on a tear pad, however, the full instructions are part of the carton per product management. The insert is the photo paper on the top of the package inside the plastic, and the instructions are printed inside the folded paper in languages and match the text from Tarkett full instruction manual (the only difference being the manual has photos and the insert does not) Also please note that this tip sheet clearly directs the customer to the full instructions: Additionally, Ms C***'s comment about failure on planks not directly under the cabinets is directly consistent with compression buckling. The material does not fail at the point where it is fixed, It fails at the weakest point of the installation, which is usually in the center of the room away from all furniture and fixtures. Tarkett may not be held responsible for a flooring salesman at an independent retailer who failed to explicitly explain to the customer that cabinets cannot be installed on this flooring

Tarkett is committed to the full satisfaction of its customers
according to its product warranty
As per Tarkett Claims Policy, there a procedure to be followed
for Tarkett to open a file regarding an unsatisfied customer
Such procedure was not followedTarkett has not received
the
claim required to open a file.
Upon receipt of a claim, Tarkett will proceed with an internal
and eventually an external investigation in order to determine if the issue is
a product manufacturing, installation or site related and will act accordinglyThe claim is typically filed through the customer's retailer or distributor depending on the channel for which product was purchasedOnce this is done, the retailer/distributor will follow our process, which I have attached, to communicate the concern of the customer
Thank you,*** ***Claims Manager- Tarkett North America

Your letter to our [redacted] regarding a complaint submitted to the Revdex.com about Tarkett on 6/29/2015 by [redacted] was referred to our legal department for review and handling. This is to let you know that Tarkett has decided to accept this claim as a good will gesture. The grand total...

of $263.94 was credited to M[redacted] Inc, the retailer where Mrs [redacted] purchased the Tarkett product. This credit is for the benefit of Mrs [redacted].See attached Tarkett’s letter to M[redacted] Inc to that effect. Please note that this claim was credited although there is no evidence whatsoever of a manufacturing defect in Tarkett product.Also, this is the first time Tarkett receives claim for “odors” . However, in order to always satisfy its customers, Tarkett will proceed with appropriate testing to that effect. Respectfully [redacted]Corporate Secretary & Senior Legal Counsel - Legal/Tarkett NA

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]

In response to this consumer complaint, Tarkett responds as follows: No file bearing the name of this consumer or of the dealer she mentions is found in Tarkett's claims department files. The first step is to file a claim with Tarkett through the dealer.  The Tarkett AB...

claim Form is attached. Moreover, please note that while the consumer states "in order to replace the floor she will need pantries and cupboards removed, this indicates they were installed on top of the flooring.  That is against the Transcend Installation Instructions attached and is directly consistent with the buckling issue she’s having; cupboards create pinch points that keep the flooring from expanding and contracting, which results in buckling.Please review the Transcend Installation Instructions at :Page 2, point number 4 under “Getting Started:” 4. Do not install cabinets on planks. Also, if need be, Tarkett may appoint an independent inspector to check the site and issue a report.

The claim was denied because the information and photos received show that there was no floor protector on the furniture and the wrong adhesive was used. The denial letter was sent to Lowe's explaining that Tarkett limited warranty covers the manufacturing defects if discovered in its product....

Tarkett may not cover for claims resulting from causes on which it has no control.  The denial letter is attached.

After reviewing Tarkett records in order to review history we have for customer who has filed this complaint, we have found the following. Customer submitted claim and claim was entered as Tarkett claim #[redacted]. An Independent inspector was sent to customer's home and found a visual defect of...

gloss variation from plank to plank of the laminate flooring purchased. Tarkett supported the customer by providing a material credit on 1/13/2017. Labor was not supported for this claim as visual defect was very noticeable and should not have been installed. Per our warranty under warranty exclusions:Tarkett is not responsible for labor costs incurred for flooring installed withvisible defects Let us know if there are any other questions. Thank you,

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]
THERE WERE NO OTHER INSTRUCTION SHEETS.  AGAIN. THE ONLY SHEET WAS THE ONE I SENT THE PICTURE OF. THE SAME PIECE OF PAPER WAS IN EACH BOX.

[redacted]’s complaint to the Revdex.com was directed to our legal department for review and handling.
As per Tarkett Claims Policy, there is a procedure to be followed for Tarkett to open a file regarding an unsatisfied customer. 
A claim is typically filed through the customer's retailer...

or distributor depending on the channel for which product was purchased. Such procedure was not followed regarding this customer. The retailer alleged that M. [redacted] threatened him and the distributor would not bypass the retailer channel. Accordingly Tarkett has not received the claim required to open a file.  
Under the circumstances and in order to satisfy the customer, Tarkett is willing to make an exception to Tarkett Claims Policy.
In response to your correspondence and instead of waiting to receive a claim, Tarkett offers to proceed with an external investigation in order to determine if M. [redacted]’s issue is a product manufacturing, installation or site related and will act accordingly.
Tarkett hereby offers to appoint an independent inspector to visit M. [redacted]’s site and issue a report about its findings.
Tarkett commits to abide by the conclusions of the independent inspector, on the condition however that in return M. [redacted] also abides by the same conclusions.
If M. [redacted] is amenable to Tarkett’s conditional offer, upon receipt of your or his correspondence to that effect, Tarkett will put in place the logistics for the appointment of an independent inspector.  
Respectfully
Corporate Secretary & Senior Legal Counsel - Legal/Tarkett NA