Wellmade Floor Coverings International

As transcribed in the email string below, we have gone above our warranty by trying to assist the [redacted] in repairing or compensating for plank replacements, they even accepted our proposal at one time then decided to go another routeWe even stated there would be a full warranty on the flooring that is repairedI could go more in depth but I lost track of time and don't want to lose this text before submissionPlease let me know if you have any questionsThank you From: [redacted] [mailto: [redacted] [redacted] @yahoo.com] Sent: Monday, June 20, 5:AMTo: [redacted] Subject: Re: Tile Flooring [redacted] , we received word from the Revdex.com stating they have tried to get in touch with your company on multiple occasionsHowever, we were told that you did not respond within three weeksThey told us they would be writing a review that would last for three years, they also suggested contacting the attorney general on this matter, and seek legal help at the very leastWith that being said, I'm curious to see your response on why it is our concerns were not important enough for your company to address? Before we decide what the next step is here, I want to know if after hearing this, if you guys will finally just give us a refund on our flooring? Sent from my iPhone On May 20, 2016, at 11:AM, [redacted] < [redacted] [email protected]> wrote: [redacted] , I understand your concern and I want to assure you that the agreement is a formality for the issue at hand and we cannot compensate without a signed agreement, if you have any further issues with your flooring that are different than the ones shown they would be fully warranted in the futureIf you wish, we can have the flooring inspected by a third party inspector, and if the inspection report comes back as anything other than a manufacturing issue there will be no compensation, any costs will be up to the responsible party which is normally the person who installed the flooringWe are wanting to assist you, but if you feel we are not being fair we can go another routePlease let us know how you would like to proceedThank you From: [redacted] [mailto: [redacted] [redacted] @yahoo.com] Sent: Friday, May 20, 5:AMTo: [redacted] Subject: Re: Tile Flooring [redacted] , we will not agree to thatYou can send us a check for our inconvenience, as this product is faulty, and if we feel as though things happen down the road, especially since we've only had this floor a few months and have had issues, no telling what kind of issues will come laterThe $is a ridiculous amount of money to compensate someone for a lifetime settlementThat's not even half the amount we paid for these floorsSent from my iPhone On May 19, 2016, at 1:PM, [redacted] < [redacted] [email protected]> wrote: [redacted] , I am following up to see if you have had time to review the agreement below, so we can begin processing for payment From: [redacted] [mailto: [redacted] [email protected]] Sent: Tuesday, May 10, 11:AMTo: ' [redacted] 'Cc: Don Z [redacted] - Technical and Claims ManagerSubject: RE: Tile Flooring [redacted] , Based on our emails and phone communication, Wellmade proposes the following: We will reimburse you $as a concession for the issues you experienced in your LVT flooringPlease allow approximately two weeks for processing and mailing Per your email estimate, reimbursement will be as follows: Reimbursement: $ Please note: By accepting this offer and upon completion, you will be agreeing that this claim will be closed, and no further action will be taken by either you or Wellmade; Warranties for this product (year No Wear-through Finish & Lifetime Structural) will be in effect; that you agree that no material will be returned to Lowes; and that both Lowes and Wellmade will not have any additional liability for past issues related to this claim Wellmade assumes no responsibility for installation related issues or additional costs other than set forth in this email If you agree to the above, please let me know via return email Once you agree, we will make arrangements accordingly From: [redacted] [mailto: [redacted] [redacted] @yahoo.com] Sent: Thursday, May 05, 5:PMTo: [redacted] Subject: Re: Tile Flooring [redacted] , Sorry it's taken so long to replyJust send the $We have not yet had the time to get the filler for the floor as recent things have taken a priority over fixing the floorSent from my iPhone On Apr 29, 2016, at 1:PM, [redacted] < [redacted] [email protected]> wrote: [redacted] , I am following up to see if you have been able to gather the receipt for your purchase of filler, or is the $sufficient to cover the cost of the filler and compensation? Please let us know so we can expedite your payment Have a great weekend From: [redacted] [mailto: [redacted] [email protected]] Sent: Tuesday, April 26, 10:AMTo: ' [redacted] 'Cc: Don Z [redacted] - Technical and Claims ManagerSubject: RE: Tile Flooring [redacted] , That sounds fairCould I please gather the receipt for the filler you purchased so I can begin processing your reimbursement? Thank you From: [redacted] [mailto: [redacted] [redacted] @yahoo.com] Sent: Tuesday, April 26, 8:AMTo: [redacted] Subject: Re: Tile Flooring [redacted] , my husband and I have decided we will take the $250, but we would also like to be reimbursed for the money spent on filler.Sent from my iPhone On Apr 18, 2016, at 11:AM, [redacted] < [redacted] [email protected]> wrote: [redacted] Broken planks can happen due to abuse during transportation, loading/unloading boxes, or abuse during installationBroken pieces are an installation issue when the broken pieces are installed, “once installed it becomes the responsibility of the installer”Broken pieces can be culled, or used as starter or end wall pieces, therefore is not a manufacturing issue as planks will not be boxed with any noticeable damage to the planksIf there is damage prior to installation we will always work with the installer/homeowner to get new planks, but unfortunately once installed there is not much we can do to assistPlease let us know how you would like us to move forwardThank you From: [redacted] [mailto: [redacted] [redacted] @yahoo.com] Sent: Saturday, April 16, 9:AMTo: [redacted] Subject: Re: Tile Flooring Hi [redacted] ; my contractor just came over this morning to finish a small section of the flooring that was left in our pantry (we had to special order two more boxes)As soon as my contractor pulled the very first piece out of the box, there was a crack in the cornerAfter further inspecting the rest of the pieces, he found another piece that was cracked in the corner, which was a piece sandwiched between other piecesI'm curious as to how you can explain to me that is an installation error? The product at that point had not even been installed At this point, after talking with our contractor, regardless as to what my husband and I decide to do, we WILL be contacting the Revdex.com, Lowes, and Consumer ReportsI'm in total disbelief that you would say and I quote "a mixture of installation related issues and possible manufacturing related issues"So basically, you jump right to the accusation that my installer is to blame and there's only a "possibility" that this is a manufacturing issue Sent from my iPhone On Apr 13, 2016, at 4:PM, [redacted] < [redacted] [email protected]> wrote: [redacted] I understand your position with this, unfortunately our warranty will only pay for repair or replacement planks, and only if the issue was deemed a manufacturing issueYou have the right to return the product if that is what you wish to do, although I doubt the labor will be compensated forWe will offer the amount of $(what it would cost to have the flooring inspected) to pay for the repairs if this is something you would be interested in, this is going above our warrantyPlease let us know how you would like to proceedThank you From: [redacted] [mailto: [redacted] [redacted] @yahoo.com] Sent: Monday, April 11, 6:AMTo: [redacted] Subject: Re: Tile Flooring Good morning, after discussing this issue with my husband, we have come to the decision that we would like a full refund of both the floors, and the cost to install them, as we are very unhappy with this product, and all of its complications If you'd rather, please feel free to call either myself, or my husband, ***, at phone number (***)***-*** Thank you! Sent from my iPhone On Apr 7, 2016, at 11:AM, [redacted] < [redacted] [email protected]> wrote: Ms [redacted] Based on the photos submitted; there are a mixture of installation related issues and possible manufacturing related issuesThese gaps can be repaired by using a filler that matches the floorings grout line, please let us know what you are asking for in compensation to repair the flooring, and if reasonable we will honor your requestThank you From: [redacted] [mailto: [redacted] [redacted] @yahoo.com] Sent: Tuesday, April 05, 8:AMTo: [redacted] Subject: Re: Tile Flooring Good morning! My contact information is: [redacted] ** ***, [redacted] (***)***- [redacted] The floor affected is in our kitchen, which is approximately sq ftWe purchased the flooring on 3/11/16, and picked it up on 3/17/My husband tried laying the flooring down himself (after we were told how "easy" it was), and once he realized it was too difficult, we hired [redacted] , the owner of [redacted] s Home ImprovementsHe came out to give us an estimate on 3/28/16, and returned to install them on 3/29/After installing the flooring, they looked greatIt wasn't until Sunday morning that we started noticing pieces that were chipping, or almost bucklingMy husband and I believe this is due to the fact that we had a lot of people over, for our sons birthday partyI have attached pictures of the floors that I have concerns with, a floor plan diagram, and pictures of receipts If you need anymore information, please don't hesitate to call, or email meThank you, [redacted] Sent from my iPhone On Apr 4, 2016, at 11:AM, [redacted] < [redacted] [email protected]> wrote: [redacted] , Thank you for speaking with us earlier about your tile flooring issuePlease provide a few bits of information so I can process your claim and be able to help you more affectivelyYour time and patience is greatly appreciated Contact information Copy of your flooring receipts Room’s affected and approximate number of boards being affected Was the floor professionally installed, or self-installed? If professionally installed, a copy of the original installation receipt Pictures of affected areas(Please show the surrounding walls if possible, it will allow me to get a better perspective of the flooring layout to help you more intelligently.) A rough floor plan if possible, showing the direction of the flooring, and where the issues are occurring After I have received your information please allow a little time to review and fill out paper work, I will then contact you regarding your claimThank you for your patience

As transcribed in the email string below, we have gone above our warranty by trying to assist the [redacted] in repairing or compensating for plank replacements, they even accepted our proposal at one time then decided to go another route. We even stated there would be a full warranty on the flooring...

that is repaired. I could go more in depth but I lost track of time and don't want to lose this text before submission. Please let me know if you have any questions. Thank you  
 
From: [redacted] [mailto:[redacted].[redacted]@yahoo.com] Sent: Monday, June 20, 2016 5:47 AMTo: [redacted]Subject: Re: Tile Flooring
[redacted], we received word from the Revdex.com stating they have tried to get in touch with your company on multiple occasions. However, we were told that you did not respond within three weeks. They told us they would be writing a review that would last for three years, they also suggested contacting the attorney general on this matter, and seek legal help at the very least. With that being said, I'm curious to see your response on why it is our concerns were not important enough for your company to address? Before we decide what the next step is here, I want to know if after hearing this, if you guys will finally just give us a refund on our flooring?
Sent from my iPhone
On May 20, 2016, at 11:22 AM, [redacted] <[redacted][email protected]> wrote:
[redacted],
I understand your concern and I want to assure you that the agreement is a formality for the issue at hand and we cannot compensate without a signed agreement, if you have any further issues with your flooring that are different than the ones shown they would be fully warranted in the future. If you wish, we can have the flooring inspected by a third party inspector, and if the inspection report comes back as anything other than a manufacturing issue there will be no compensation, any costs will be up to the responsible party which is normally the person who installed the flooring. We are wanting to assist you, but if you feel we are not being fair we can go another route. Please let us know how you would like to proceed. Thank you.
 
From: [redacted] [mailto:[redacted].[redacted]@yahoo.com] Sent: Friday, May 20, 2016 5:31 AMTo: [redacted]Subject: Re: Tile Flooring
[redacted], we will not agree to that. You can send us a check for our inconvenience, as this product is faulty, and if we feel as though things happen down the road, especially since we've only had this floor a few months and have had issues, no telling what kind of issues will come later. The $250 is a ridiculous amount of money to compensate someone for a lifetime settlement. That's not even half the amount we paid for these floors. Sent from my iPhone
On May 19, 2016, at 1:24 PM, [redacted] <[redacted][email protected]> wrote:
[redacted],
I am following up to see if you have had time to review the agreement below, so we can begin processing for payment.
 
From: [redacted] [mailto:[redacted][email protected]] Sent: Tuesday, May 10, 2016 11:17 AMTo: '[redacted]'Cc: Don Z[redacted] - Technical and Claims ManagerSubject: RE: Tile Flooring
[redacted],
Based on our emails and phone communication, Wellmade proposes the following:
We will reimburse you $250 as a concession for the issues you experienced in your LVT flooring. Please allow approximately two weeks for processing and mailing.
Per your email estimate, reimbursement will be as follows:
Reimbursement:                                 ...⇄ $250.00
Please note:  By accepting this offer and upon completion, you will be agreeing that this claim will be closed, and no further action will be taken by either you or Wellmade; Warranties for this product (25 year No Wear-through Finish & Lifetime Structural) will be in effect; that you agree that no material will be returned to Lowes; and that both Lowes and Wellmade will not have any additional liability for past issues related to this claim.  Wellmade assumes no responsibility for installation related issues or additional costs other than set forth in this email.
If you agree to the above, please let me know via return email.  Once you agree, we will make arrangements accordingly.
 
From: [redacted] [mailto:[redacted].[redacted]@yahoo.com] Sent: Thursday, May 05, 2016 5:38 PMTo: [redacted]Subject: Re: Tile Flooring
 
[redacted],
Sorry it's taken so long to reply. Just send the $250. We have not yet had the time to get the filler for the floor as recent things have taken a priority over fixing the floor. Sent from my iPhone
On Apr 29, 2016, at 1:26 PM, [redacted] <[redacted][email protected]> wrote:
[redacted],
I am following up to see if you have been able to gather the receipt for your purchase of filler, or is the $250 sufficient to cover the cost of the filler and compensation? Please let us know so we can expedite your payment.
Have a great weekend.
 
From: [redacted] [mailto:[redacted][email protected]] Sent: Tuesday, April 26, 2016 10:16 AMTo: '[redacted]'Cc: Don Z[redacted] - Technical and Claims ManagerSubject: RE: Tile Flooring
 
[redacted],
That sounds fair. Could I please gather the receipt for the filler you purchased so I can begin processing your reimbursement?
Thank you.
 
From: [redacted] [mailto:[redacted].[redacted]@yahoo.com] Sent: Tuesday, April 26, 2016 8:54 AMTo: [redacted]Subject: Re: Tile Flooring
 
[redacted], my husband and I have decided we will take the $250, but we would also like to be reimbursed for the money spent on filler.Sent from my iPhone
On Apr 18, 2016, at 11:38 AM, [redacted] <[redacted][email protected]> wrote:
[redacted]
Broken planks can happen due to abuse during transportation, loading/unloading boxes, or abuse during installation. Broken pieces are an installation issue when the broken pieces are installed, “once installed it becomes the responsibility of the installer”. Broken pieces can be culled, or used as starter or end wall pieces, therefore is not a manufacturing issue as planks will not be boxed with any noticeable damage to the planks. If there is damage prior to installation we will always work with the installer/homeowner to get new planks, but unfortunately once installed there is not much we can do to assist. Please let us know how you would like us to move forward. Thank you.
 
From: [redacted] [mailto:[redacted].[redacted]@yahoo.com] Sent: Saturday, April 16, 2016 9:07 AMTo: [redacted]Subject: Re: Tile Flooring
Hi [redacted]; my contractor just came over this morning to finish a small section of the flooring that was left in our pantry (we had to special order two more boxes). As soon as my contractor pulled the very first piece out of the box, there was a crack in the corner. After further inspecting the rest of the pieces, he found another piece that was cracked in the corner, which was a piece sandwiched between other pieces. I'm curious as to how you can explain to me that is an installation error? The product at that point had not even been installed. 
At this point, after talking with our contractor, regardless as to what my husband and I decide to do, we WILL be contacting the Revdex.com, Lowes, and Consumer Reports. I'm in total disbelief that you would say and I quote "a mixture of installation related issues and possible manufacturing related issues". So basically, you jump right to the accusation that my installer is to blame and there's only a "possibility" that this is a manufacturing issue. 
Sent from my iPhone
On Apr 13, 2016, at 4:14 PM, [redacted] <[redacted][email protected]> wrote:
[redacted]
I understand your position with this, unfortunately our warranty will only pay for repair or replacement planks, and only if the issue was deemed a manufacturing issue. You have the right to return the product if that is what you wish to do, although I doubt the labor will be compensated for. We will offer the amount of $250.00 (what it would cost to have the flooring inspected) to pay for the repairs if this is something you would be interested in, this is going above our warranty. Please let us know how you would like to proceed. Thank you.
 
From: [redacted] [mailto:[redacted].[redacted]@yahoo.com] Sent: Monday, April 11, 2016 6:47 AMTo: [redacted]Subject: Re: Tile Flooring
Good morning, after discussing this issue with my husband, we have come to the decision that we would like a full refund of both the floors, and the cost to install them, as we are very unhappy with this product, and all of its complications. 
If you'd rather, please feel free to call either myself, or my husband, [redacted], at phone number ([redacted] 
Thank you! Sent from my iPhone
On Apr 7, 2016, at 11:45 AM, [redacted] <[redacted][email protected]> wrote:
Ms. [redacted]
Based on the photos submitted; there are a mixture of installation related issues and possible manufacturing related issues. These gaps can be repaired by using a filler that matches the floorings grout line, please let us know what you are asking for in compensation  to repair the flooring, and if reasonable we will honor your request. Thank you.
 
From: [redacted] [mailto:[redacted].[redacted]@yahoo.com] Sent: Tuesday, April 05, 2016 8:10 AMTo: [redacted]Subject: Re: Tile Flooring
Good morning! My contact information is: 
[redacted]. 
[redacted]
([redacted]
The floor affected is in our kitchen, which is approximately 230 sq ft. We purchased the flooring on 3/11/16, and picked it up on 3/17/16. My husband tried laying the flooring down himself (after we were told how "easy" it was), and once he realized it was too difficult, we hired [redacted], the owner of [redacted]s Home Improvements. He came out to give us an estimate on 3/28/16, and returned to install them on 3/29/16. After installing the flooring, they looked great. It wasn't until Sunday morning that we started noticing pieces that were chipping, or almost buckling. My husband and I believe this is due to the fact that we had a lot of people over, for our sons birthday party. I have attached pictures of the floors that I have concerns with, a floor plan diagram, and pictures of receipts.  
If you need anymore information, please don't hesitate to call, or email me. Thank you, 
[redacted] 
Sent from my iPhone
On Apr 4, 2016, at 11:23 AM, [redacted] <[redacted][email protected]> wrote:
[redacted],
Thank you for speaking with us earlier about your tile flooring issue. Please provide a few bits of information so I can process your claim and be able to help you more affectively. Your time and patience is greatly appreciated.
1.            Contact information
2.            Copy of your flooring receipts
3.            Room’s affected and approximate number of boards being affected.
4.            Was the floor professionally installed, or self-installed?
5.            If professionally installed, a copy of the original installation receipt
6.            Pictures of affected areas. (Please show the surrounding walls if possible, it will allow me to get a better perspective of the flooring layout to help you more intelligently.)
7.          A rough floor plan if possible, showing the direction of the flooring, and where the issues are occurring.
After I have received your information please allow a little time to review and fill out paper work, I will then contact you regarding your claim. Thank you for your patience.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]