0

Example of Carpet Claim Policies & Procedures

As in the example below, a carpet manufacturer may issue a set of claims policies that covers what they will and will not do. These policies are usually based on the Carpet and Rug Institute Claims Guidelines.

Residential Claims Policies & Procedures

  • Claims are accepted for consideration only on carpet, which is graded and sold as first quality.
  • Fiber company warranties take precedence over manufacturers warranties and should be submitted directly to them.
  • The dealer is responsible for inspecting the carpet prior to our consideration of any claim.
  • Claims will not be honored for carpet cut or installed with visible defects.
  • Claims will not be honored for carpet damaged by improper installation. CRI 105 is our minimum standard.
  • Claims will not be honored for carpet damaged by improper maintenance or improper cleaning, misuse, or abuse.
  • Claims for merchandise shipped F.O.B. that is lost or damaged while in transit must be filed with the carrier.
  • Claims will not be honored for matting, crushing or soiling nor will claims be honored for fading unless specifically warranted for the product. These are not manufacturing defects.
  • Claims will not be honored for slight color or texture variation between runs and samples.
  • The manufacturers claim liability shall in no case exceed the actual dealer cost of the carpet.
  • Labor charges will not be honored in connection with the settlement of any claim unless specifically warranted for the product. The manufacture will not be responsible for related charges such as furniture moving, trip charges, and delivery delays. Etc.
  • Claims will not be honored for pile reversal, pooling, and shading or “water marking”. These are construction characteristics of tufted carpet and are not manufacturing defects.
  • Claims for manufacturing defects will be honored for a period of one (1) year after installation.
  • Claims will not be honored for lightweight if within 7% of tufting specifications. This is consistent with industry practices and conforms to FHA/HUD requirements.
  • Independent inspections will be ordered whenever possible to evaluate where a manufacturing defect is present when a claim is submitted. The cost of the inspection will be billed to the dealer if no manufacturing defect is found.
  • The manufacturer must authorize returns in writing. Return authorizations are valid for 30 days. Goods returned must be properly wrapped and returned by carriers specified by the manufacturer. We reserve the right to charge back to dealer for differences in returns by unspecified carrier if the return freight rate is higher.
  • A 20% restocking fee, plus freight, will be charged on all carpet returned that is found not to be defective.
  • A 20% restocking fee, plus freight, will be charged on all accommodation returns. Accommodation returns will not be accepted for carpet less than 21 ft.
  • Cancellation Policy - A cancellation number is system-assigned if an order is canceled prior to shipment. Merchandise that is refused or returned without evidence of being canceled is subject to a 20% restocking fee plus freight.
  • Cut orders, special orders, etc. are not subject to cancellation.
  • Claims on residential carpet installed in commercial application will not be honored unless specifically warranted for that product.
  • All residential carpet must be installed over pad. The carpet manufacturer recommends a minimum 6.0-lb. Not more than 7/16″. We recommend 3/8″ on Berber.
  • All consumer claims must be filed through the dealer.
  • The Customer Relations Department must authorize final disposition of all claims.

Related Posts

Leave a Reply

You must be logged in to post a comment.

placeholder placeholder lifestyle placeholder placeholder placeholder placeholder placeholder placeholder placeholder church placeholder placeholder placeholder placeholder placeholder placeholder placeholder placeholder placeholder tv placeholder placeholder office placeholder placeholder placeholder placeholder placeholder placeholder placeholder placeholder placeholder