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Filing a Claim

During the manufacturing, marketing, carpet installation, or maintenance of carpet, conditions may arise that result in some form of dissatisfaction. These problems may involve the consumer, the retailer, the distributor, the carpet installation contractor, and/or the manufacturer. Resolution of these problems can become complex, time consuming, frustrating, and expensive.

Because claims can and do occur, each party should be committed to resolve the problem as quickly as possible. Prompt attention to claims at all levels is essential and is in the best interest of all concerned.

The following recommended practices have been prepared to simplify the process and eliminate consumer mistrust with regard to carpet claims. While voluntary, they are a matter of good business.

Carpet Claims Policy Guidelines

Claims for manufacturing defects should be reported to the manufacturer immediately through the consumer’s sales agent.

Claims for manufacturing defects discovered following carpet installation will generally not be considered until merchandise has been inspected by the sales agent or his designates and a claim form has been completed by the retailer and forwarded to the distributor or manufacturer. Carpet which has been installed with visible defects. Dealers are responsible for checking all merchandise for correct style, color, dye lot, and any other visible defects before cutting and installing.

Carpet installed for more than six months may be subject to a prorated usage charge, but this rarely occurs.

Claims will not be considered for carpet sold as second quality, irregular, mill end, remnants or at a substantial discount price from list. Warranties are not applicable to such products.

Returned merchandise will be accepted only when authorized by the manufacturers claims department. All merchandise is subject to mill inspection, and credit will be issued according to validity of the complaint.

Merchandise received in damaged condition, either visible or concealed, constitutes carrier responsibility and claims should be submitted to the carrier. Consignee has fifteen (15) days after receipt of goods to file claims for concealed damage. (See ICC Regulation and NMFC Rules-Nation Motor Freight Classification 100.)

All correspondence pertaining to these claims will be handled through the seller and follow the distribution channel to the manufacturer. Claims liability shall in no case exceed actual dealer cost of the carpet involved in the complaint. The manufacturer shall in no way be obligated to pay extra handling charges, carpet installation charges, storage fees, trip charges, special delivery charges, or other charges related to delivery delays. Manufacturer will not be responsible for incidental or consequential damages.

Manufacturer may reserve the right to repair or replace defective merchandise at the manufacturer's discretion.

Claims will be considered only when the product has been installed as intended and under proper specification. Carpet manufacturers cannot assume responsibility, real or implied, for carpet that has been installed in a manner inconsistent with its intended use.

All claims for visible defects must filed within 30 days of carpet installation date.

All claims for latent manufacturing defects unless must presented to the manufacturer within 12 months of the original invoice date unless covered by a specific warranty.

The manufacturer may charge a restocking fee plus any additional freight charges for any accommodation return.

Final disposition of all claims remains the sole responsibility of the manufacturers claims department. Any offer, adjustment, or recommendation made by anyone other than the manufacturers claims department is not binding on the manufacturer.

An offer and acceptance of a cash settlement, allowance or adjustment will be considered final disposition of a claim but is not an admonition of guilt related to quality of goods, incidental or consequential damages.

All carpet must be installed according to the Residential Carpet Installation Standard (CRI 105) or the Commercial Carpet Installation Standard (CRI 104). Evidence that these recommended specifications were not adhered to would be a basis for disallowance of a claim.

Claims for roll shortages will be considered only on measured, uncut rolls.

Claims will not be considered for carpet that has been damaged as a result of improper or inadequate carpet care.

No claim will be considered for goods that have been subjected to water damage or other abuse.

Unauthorized deductions from remittances are subject to charge back, plus interest, factoring charges, loss of terms on invoices involved and/or suspension of credit privileges.

Changes in backing material by the manufacturer is not the basis for a claim.

No claim will be honored where improper carpet padding has been specified or carpet padding failure has occurred.

The carpet manufacturer assumes no responsibility for changes in appearance due to after market carpet cleaning or topical treatments.

Claims Procedure Guidelines

All claims for visible defects must reported to the retailer within 14 days of carpet installation date.

Retailer should make inspection and present completed claim form to the manufacturer within 14 days.

Manufacturer should input claim and dispatch a company representative or independent inspector within 30 days.

Independent inspector or manufacturer representative must make inspection and forward completed inspection form to manufacturer within 14 days. Manufacturer should disposition claim within 30 days after receipt of the inspection report.

Did you know?

There is a clear-cut procedure for filling a carpet claim. Each participant has responsibilities to ensure that the carpet claim process is handled to everyone's satisfaction. The filing a carpet claim section of the Carpet Buyers Handbook examines the relationship between the carpet retailer, discount carpet wholesaler, carpet distributor, carpet installer, carpet manufacturer, and the consumer. It includes carpet manufacturing defects, visible carpet defects, carpet color, carpet dye lot, second quality carpet , carpet irregulars, mill end, carpet remnants, carpet warranties, carpet mill inspection, concealed damage, carrier claim, CRI 104, CRI 105, improper carpet care, water damage, backing material, carpet padding failure, cushion failure, topical treatments independents, independent inspector. Always preserve about 1 square foot piece of the original uninstalled carpet. Some manufacturing defect analysis only can be performed on unused (untrafficked) carpet. Also, should the carpet fail (which is rare), it is helpful to evaluate a new piece versus a sample that has been trafficked.

In This Section
Carpet Claim Form
Carpet Inspection
Keeping Records of Your New Carpet Purchase
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