Wythe Carpet Sales & Service, Inc.

Review: I hired this retailer to install laminate flooring throughout my home. After the flooring was completely installed I noticed "ripples" that did not look right. After a few weeks, I began to notice that gaps were coming into the floor in different areas. I reported this to the retailer and was shown absolutely no concern for my issues with the product sold or the service provided. As a consumer, I have never been treated with such a lack of respect or attitude of insignificance. Phone calls were never returned without having to call repeatedly for days, nor would anyone come to my home unless they were already in the area, stating the cost of gas was too high. A time convenient for each of us, for the floor to be looked at or repaired was not an option,, it was only when they were in the area. They came twice attempting to repair the gaps in the floor, but I was told that the ripples were all within manufacturer's specifications and normal. the repair was not completed and they did not return until months later. I finally had to contact the manufacturer and deny any more repair attempts to force a request for an inspection of the floor (which I was never told was an option by this retailer). It turned out that the floor did in fact have a manufacturing defect, but I feel the options that have been given to me as a resolution are very unfair for many reasons.Desired Settlement: I would like for Wythe Carpet to remove what they installed in my home and give me a full refund in the amount of the paid invoice so I will be able to get new flooring from another retailer for my home.

Business

Response:

Regarding the complaint referenced above, in May of 2013, Wythe Carpet Sales & Service (WCSS) sold

800 square feet of Shaw Richland Hickory laminate to the customer in good faith, not knowing at the

time that there was a manufacturing defect in the locking system. The customer first called me shortly

after installation concerning the fact that one could pull a fingernail over the boards and catch the

edges. I assume this is what is meant by "ripples". I noted the customers concern and stated we would

call back to schedule a visit when we were in the area. Our company uses subcontractors for

installation, as do other dealers ¡n the area. We try to schedule a time that ¡s convenient for both the

installer and the customer. The installers have asked that I try to schedule installs and repairs together

in the same area to help them save on the cost of fuel - not that the cost of fuel is too high. I did not

document the date when I finally got the customer and the installer together, but at that time a repair

was made on some open end joints with laminate glue and tapped back together. A couple of weeks

later, the customer called again saying that there were more issues with the floor so I scheduled a visit

for me and the installer to return to the customers home. While there, we removed and replaced over

40 square feet of laminate. At this point, I thought the issues were resolved. However, the customer

subsequently called again and said that they had called Shaw Customer Service and were told the floor

should not be glued. At this time, I called my Shaw Customer Service representative and requested an

inspection. The inspector determined that the floor did have a manufacturing defect and from that

point the warranty must be handled by Shaw lndustries.

The customer was given two options by Shaw lndustr¡es in December of 2013 which they stand by

today:

. Option 1: The consumer can keep the product on the floor as is, and Shaw can reimburse the

dealer (WCSS) the original cost of the product and the dealer can send the consumer a check for

the product only. The customer will need to sign a release showing acceptance of this offer.

. Option 2: If the consumer goes with this dealer or a different retail store and purchases new

Shaw product and replaces the original goods, the consumer will just need to provide a proof of

purchase and labor cost involved in itemized form, and WCSS will reimburse the consumer in full

the cost of the original product and labor,

. The consumer will need to get back with Shaw with the choice of resolution. Please note that

the underlayment and trim do not have to be replaced if the same style ¡s selected. If the

consumer chooses to change to a different style product, the molding and trim would need to

be changed to match the color and the consumer would be responsible for this cost

We sincerely regret the series of events that have resulted in the customer's dissatisfaction and would

like to see this matter resolved. However, neither WCSS nor Shaw Industries has heard from the

customer regarding the choices offered by Shaw Industries, so we are uncertain at this point on how to

proceed.

Please contact me with any other questions you may have regarding th¡s complaint.

Best regards,

Ronald G. Blevins

President

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The owner's account given in response to my complaint is at best inaccurate. All of the issues with the floor were pointed out during the first visit made to my home on July 2, 2013, the owner was present at that time, instructing his installers. They left on that day without completing the repair to the gaps or finishing the replacement that was necessary because they did not have enough flooring.. They returned on July 11, 2013, they replaced some of the flooring in the master bedroom, but left as it was beginning to rain, without finishing the repair to the gaps. They did not return until October 15, as I had called due to the fact that it had been so long and the gaps that were not repaired were getting larger as well as the fact the ones that had been repaired were coming apart again. I did not call earlier because the owner had explained to me in no uncertain terms, in July, that the installers would not be sent out unless they were working in the area because gas was too high. When the installers returned on October 15, I again pointed out the "ripples" in the floor which had kept getting worse and they said they were told to put the floor back together and glue it, I refused to allow them to glue any more of the flooring as I had been in contact with Shaw customer service and was told that glue should not be used on the flooring I purchased. Shaw explained that with the issues I was having with the floor I should contact the retailer for an inspection. Which resulted in even more frustration.due inconsistencies of Wythe Carpet.

I have been in contact with Shaw as well as Wythe Carpet, many times throughout the month of December, but have been unable to come to a satisfactory resolution to this situation. The options given to me are unfair in my opinion, they way I understand them I only stand to loose money or end up paying more money due to the fact that I received a defective floor and it was not installed according to the manufacturer's guidelines. I have tried to explain this to Wythe Carpet and to Shaw.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The second option Mr. Blevins spoke of in his reply is what I would like, but I do have concerns that I have expressed many times, but have been unable to reach a resolution.

1.The option states that the underlayment and trim do not have to be replaced unless I choose to change to a different style product. I am concerned the underlayment could have damage due to problems with the flooring that have existed since installation, the glue used in repair attempts, or possibly when the flooring is removed. I am also concerned that there may not be underlay beneath the entire floor presently. As well, the trim could also be damaged in trying to remove it in order to remove the defective flooring. What if the same trim is unavailable from a new retailer?

2. [redacted], in the Shaw Claims Dept. explained to me that according to Shaw installation guidelines the flooring should not have been put under my fireplace, so the installers would have to cut out around it and leave the defective floor underneath. This is not acceptable to me.

3. The cost of labor for the removal of defective flooring and installation of the new flooring.

4. The cost of items such as a toilet seal and other materials I may not be aware of that are necessary in the removal and/or installation.

5. In consideration of the fact the only terms offered have been verbal and non specific, I honestly can not afford to replace the flooring in my entire home with only hopes of reimbursement in a timely manner.

6. At this point, I have contacted three Shaw retailers and have been unable to find one that will consider the job. I was told in the beginning that Shaw would provide a different retailer but, later was told it would be my responsibility.

I appreciate your time and help with this situation.

Sincerely,

Business

Response:

Regarding the response from the consumer to our letter of 1/29/2014, we will respond to each concern separately.

(1). The consumer expresses concern regarding damage to the underlayment "due to problems with the flooring that have existed since installation, the glue used in repair attempts, or possibly when the flooring is removed"

• The manufacturing defect involved a problem with the locking system. This would NOT cause damage to the underlayment. The underlayment is not attached to the laminate in any way. Regarding the repair attempts, a very small bead of laminate glue was applied only to the locking joints In approximately a half dozen places and would not have come In contact with the underlayment. The small amount of glue will not cause a problem during removal of the boards.

The consumer is "concerned that there may not be underlay beneath the entire floor presently"

• We are a little puzzled. The Installer has assured us that underlayment was Installed underneath 100% 0f the laminate. We would be Interested to know what has given rise to this concern.

The consumer is concerned “ the trim could also be damaged In trying to remove it", and that lithe same trim is unavailable from a new retailer".

• The trim Is fastened with brads, which allows It to be easily removed. In the unlikely event that any is damaged, the style is readily available to any retailer and we would be happy to provide this Information to any retailer that the consumer chooses.

(2). [redacted], in Shaw Claims Department stated that "the flooring should not have been put underneath my fireplace so the installers would have to cut out around it and leave the defective floor underneath" .

• The fireplace is a freestanding unit. Removing the laminate from underneath should present no problem. The laminate is a free floating floor and is not fastened to the subfloor in any way.

(3.) “The cost of labor for removal of defective flooring and installation of new flooring”.

• As was stated In the original response - Option 2 - if the consumer replaces the original goods (laminate) - either through Wythe Carpet or another retailer - with a new Shaw product (laminate) and presents a proof of purchase and labor cost in itemized form, Wythe Carpet will reimburse the consumer in full the cost of the original product (laminate) and labor. If the new product costs more than the original product, this is the consumer's responsibility.

(4.) ''The cost of items such as a toilet seal and other materials ... necessary in the removal and/or installation" .

• Again, this is included in the original labor if Wythe Carpet does the replacement.

(5.) "In consideration of the fact that the only terms offered have been verbal and non-specific, I honestly cannot afford to replace the flooring in my entire house with only hopes of reimbursement in a timely manner."

• Shaw Industries Claims Department is handling the warranty and our first response to this complaint listed the terms as we understood them from Shaw. In our opinion, they were specific. We do not know what has been provided by Shaw in writing to the consumer. Shaw Industries Claims Department would need to speak to any other options regarding reimbursement.

(6.) "I have contacted three Shaw retailers and have been unable to find one that will consider the job. I was told In the beginning that Shaw would provide a different retailer but, later was told it would be my responsibility" .

• Wythe Carpet cannot speak to this part, because we were not a party to any conversation between Shaw Industries Claims Department and the consumer.

Sincerely

Ronald G. Blevins

President

Consumer

Response:

I will accept a refund for my cost for the defective flooring according to invoice [redacted] from Wythe Carpet Sales including the 5% sales tax added and the freight charge that was included for a total of $1395.60 as resolution to this situation. If this is not acceptable then I will have to accept option 2 as stated in the previous response and allow Wythe Carpet to replace the flooring.

I still believe this to be very unfair. this is the 4th time I have replace all the floor covering in my home and I can honestly say this was the only bad experience I have ever had.

Thank your for trying to help. I sincerely appreciate it.

Business

Response:

[redacted],

Attached is a copy of the letter and release form that was mailed to the consumer yesterday. Upon receipt of signed release, Wythe Carpet Sales & Service, will mail a check for the stated amount to the consumer.

Best regards,

Ronald Blevins

Wythe Carpet Sales & Service, Inc.

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,