Why Such Confusion Over the Claims Process

[rgfloor]

The comments in another thread have caused me to start this thread.

Why do salespeople/retailers/installers have so much confusion over the claims process?

What do you think needs to be done when a customer calls about a concern of theirs?

Should all claims start with a visit by the retailers warranty guy?

When should a manufacturers claim be filed?

All comments are welcome.

Pile on guys, inspectors hunker down!!

[rusty baker]

I think the confusion is on purpose, so the consumer will be less likely to file a claim.

[Ed]

A very experienced retailer in my area told me years ago that the customer will always win in court, always. He said in all his years in business he had never seen it go the other way. With that in mind, if I had an unhappy customer I would try to remedy the situation by any means possible. I do not know what inspectors charge but I think the lady in the other thread may be better off going straight to a lawyer and letting the retailers,distributors and manufacturers fight it out after she gets her compensation.

[Jim McClain]

I don't think the consumer is well informed about having problems inspected by an impartial, 3rd party. They usually call the retailer or installer about their issues. The retailer or installer goes to the site to inspect - or not.

It would seem natural that, whether it's the retailer or installer, they have an instinct to protect their business and their profit. This is certainly not an ideal situation for the customer. There is a bias against the customer and a tendency to explain away the issues they are experiencing with excuses and blame shifting.

We have an excellent opportunity to inform the consumer that there is such a thing as an impartial, 3rd party inspection. I've searched for articles on flooring inspections, but except for those targeting other flooring professionals, there's not much to be found. We are lucky that so many of our members here continue to encourage consumers to have their problems inspected. It should be apparent how important this is by the numbers who have said they didn't even know it was possible.

I hope some of you have ideas that can be used to help inform the consumer. It's also important for retailers and manufacturers to realize third-party inspection is an excellent way to protect their interests too. If the product, the sales presentation and professional installation is always aligned with quality, accountability and truthfulness about the product capabilities, there would be far fewer warranty claims. Unfortunately, we as an industry have failed to do that.

Jim

[Robert Akin]

I am watching a big claim going through the process right now on a new commercial addition build involving Amtico and Forbo. What I find interesting is that the floorcovering shop automatically points fingers at the mills and claim bad product. It is very obvious that it is all installation related and I guess it is the shops way of trying to get help in paying for the fix.


Rob

[ortiz34]

Ed said A very experienced retailer in my area told me years ago that the customer will always win in court, always. He said in all his years in business he had never seen it go the other way.

That is probably true
We went to court (small claims by homeowner)
Carpet was a tight tight dense thick texture which the homeowner says "wasn't wearing well and getting to dirty.
Rep looked at it said nothing was wrong with it.
We (on our own dime) sent someone to clean the rug which at the time was about a year old. The carpet cleaner brought back his dirt trap or collector canister and showed us it and said it was one of the most filthy rugs he's cleaned in a while, and this guy is a technical, certified, anal bastard
We also had him write out his thought's on the cleaning process onto a invoice for documentation.
They also told him they were using natures miracle everywhere (dog hair oils and pee and poop). Which unknown to us was a big no no to use that product. (we never sold the stuff)


Anyhow, in court my old man stated all the facts above to the judge.
The homeowners husband was there up in front of the judge and stated his case also.
The judge concluded that their is nothing wrong with the carpet according to three people. My father, sales rep, and a cleaner (no inspector which was really weird) and that he's SOL.
The HO turned to my father in front of the judge and said "you're an asshole"
end of story

did we get lucky? probably

I def. believe your guys statement of going to court and never winning may ring true, but I find if you do enough homework and the homeowner doesn't, you will have leg to stand on.
If it's an installation failure, and let's say they didn't want to pay for a new subfloor so you went over the existing.Than your probably SOL as a retailer, because you are the professional and shouldn't have done the job incorrectly or sub standard to begin with. Even if that's what the homeowner wanted.

[Ed]

100 yds. residential cpt., pad,and tax your cost 1300. 500 to sub out labor. Total is 1800. Bill customer 2800. Lawyer 1100, inspector 500?,cleaner 300?. Total 1900. After weeks or months of headache, meetings, and court appearances IF I could beat that little old lady who has been walking around in her socks to protect her floor I stand to come out 900 better than refunding her money. Its almost not worth the trouble.

[ortiz34]

Ed said 100 yds. residential cpt., pad,and tax your cost 1300. 500 to sub out labor. Total is 1800. Bill customer 2800. Lawyer 1100, inspector 500?,cleaner 300?. Total 1900. After weeks or months of headache, meetings, and court appearances IF I could beat that little old lady who has been walking around in her socks to protect her floor I stand to come out 900 better than refunding her money. Its almost not worth the trouble.

100 bucks to clean the rug
no lawyer

worth it