By Terry Weinheimer, The Weinheimer Group LLC

Manufacturing

• Latent Problems are those that become apparent only after the floor covering has been installed for a period of time.

• Visual Problems are those that are readily visible and should be seen prior to or at the time of installation.

Consumer

• Normal appearance change for the carpet style, care and usage.
• Improper maintenance.
• Animal Damage
• Abuse

Installation

• Installation error
• Improper installation of carpet or cushion
• Improper installation products
• Not following the proper inspection and claims procedures.

Specification

• Improper selection or specification of carpet and cushion.
• Improper installation products
• Not following the proper inspection and claims procedures.

The Carpet and Rug Institute Carpet Claims Manual, states on page 5, Guideline 4, “No claims will be considered on 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.”

Some carpet leaves the manufacturer with visual defects that are so blatant that it is obvious that proper inspection procedure was not being followed.

A lot of carpet also leaves the manufacturer with defects that are difficult to see until the carpet is rolled out in lighting conditions different then those of the production line. Visual manufacturing defects belong to the manufacturer prior to installation of the carpet.

When a carpet is installed with a visible defect, the dealer and/or the installer can be held responsible for the repair or replacement of the carpet. Do not make a manufacturer problem yours!

Manufacturers want to know about problems so that a prompt correction can be made at a reasonable cost. When a defective carpet is installed it becomes much more expensive to correct or replace at the later date. The dealer and installer must follow the proper procedure for reporting problems unless they wish to own them as their own.

Dealer and Installer Protection

Dealer and installer protection comes through the careful inspection of the product before it is installed and stopping an installation until the manufacturer is notified when a defect is found. Unfortunately many dealers are placing this responsibility upon the installer alone without properly informing, training and compensating them. Nonetheless, any installer that installs a carpet with visible defects may be inheriting some one else’s problem.

What if the carpet was cut before the problem was found?

Even though the CRI claims manual states that “No claims will be considered on carpet, which has been installed with visible defects.” manufacturers do understand that problems such as sidematch may not show up until after the product is cut. If this occurs the installer must immediately pick up the phone and call the dealer so that the manufacturer can be contacted. This gives the manufacturer the opportunity to furnish a full or partial replacement on a rapid basis and it protects both the installer and the dealer.

What happens if the installer decides on his own to install a defective product?

Too often during inspections the consumer states, “the installer pointed out the problem but went ahead with the job so that a days work would not be lost”. The installer may not have lost that days work, but just might have to work many extra days in the future to pay for the replacement carpet.

What about Correcting the Problem Before Installing?

If the installer can work around the problem area or make a proper correction to the defective area the installation can continue. This keeps the installer from loosing a day’s work and saves the expense of replacement. Many manufacturers will reimburse the installer a reasonable fee for the time they spend correcting a manufacturer defect to save the carpet. To assure payment for the correction it is always a good idea to save the defective area and contact the manufacturer first unless standing arrangements have been worked out in advance.

The Wise Installer and Dealer

Another common statement heard from consumers during an inspection is, “the installer saw a problem and called the dealer and the dealer instructed the installer to go ahead with the installation”. This was a wise installer, by following the proper procedure the problem was transferred to the dealer and if the dealer was wise, authorization to proceed was obtained from the manufacturer, placing the problem where it originally belonged.

You Need to Protect Yourself

The Carpet and Rug Institute, Carpet Claims Manual sets out a policy for handling claims. Carpet manufacturers subscribe to the standards sit fourth in this manual. Every individual involved in the marketing, installing or servicing of carpet should order a copy from CRI if they haven’t already done so. At the same time they need to order copies of the Standards for Installation of “Commercial” and “Residential” floor coverings which are known as CRI 104 and CRI 105. The Carpet and Rug Institute can be contacted in Dalton, Georgia at 706-278-3176.

Manufacturer Inserts

Inserts are placed in rolls of carpet that are intended to warn the dealer and installer. The inserts not only protect the manufacturer but also assist the installer by providing a notice that can be shown to the consumer when a problem is found. These inserts make statements such as:

Specifications are derived from averages resulting from normal manufacturing tolerances in yarn, fiber, temperature, and humidity and may vary within normal industry tolerances. Performance is not affected by such variances. Variance may be up to seven percent, plus or minus. Quality control test to accept or reject goods must be performed prior to cutting and installation.

In future articles we will discuss identification of visual defects and installation problems. We will also suggest ways in which many problems may be corrected to the consumer’s satisfaction.

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.

The end user and the floor covering professional need to understand what is covered in a warranty and who the warrantor is. Often more than one warranty and more than one warrantor cover a flooring product. The company that produced the product usually offers a warranty. The company that manufactured the yarn or other components of the finished floor covering product will usually have some type of warranty. Additional warranties may include those of flurochemical companies; hardwood finish product manufacturers, distributors, cushion manufacturers, dealers, installers and others.

Using carpet as an example, a carpet manufacturer may decline a claim because they believe it to be a fiber problem. A fiber company may decline the same claim because they believe it to be the problem of the Flurochemical Company. At times an inspector may evaluate the same claim for more than one commissioning party before it is settled. While multiple inspections may appear to the consumer, as shifting of the blame, some commissioning companies unfortunately find it necessary. Where the fiber and yarn manufacturer usually handles that portion of the warranty, the carpet manufacturer covers the construction of the components used in the carpet. Some manufacturers extrude and spin their own yarn and in this case they would also cover the fiber, yarn, and construction and possibly the soil and stain resist warranty.

Every person in the floor covering industry and especially those that sell, install, inspect and service carpet need to understand the broad variety of complaints that they will face at any given time.  These same people need to understand that appearance and wear are not synonymous and in fact the two frequently used words are as different as apples and oranges.  Most consumers and far too many “experts” in the industry do not understand or refuse to understand the difference between appearance and wear.  As you read articles on this website the author is hoping that this difference will start to be understood. There is a saying in the carpet industry that has been around at least as long as nylon carpets.  “Carpet does not wear out it uglies out”.  Unfortunately, a knowledgeable inspector such as those from my own compant The Weinheimer Group LLC, often finds that a carpet has uglied out due to improper cushion selection, inappropriate maintenance or consumer ignorance or neglect.  When these types of problems are found it usually results in a declined claim a consumer and sometimes salesperson that feels they have been taken for a ride.  Educating the consumer at the time of purchase can usually prevent these problems.

A

Abrasive Wear – This is generally defined as the actual loss of face fibers through foot traffic. While wear is often a complaint, today’s synthetic carpets are almost impossible to wear out so this seldom becomes an actual claims factor.

Atmospheric soil/dirt: – As it relates to carpet, it is the dust, pollen, smoke, cooking vapors and other air-transported materials that will settle on any floor.

B

Bleeding – A change of color that occurs when the carpet dyes are exposed to water.

Bow – An arc like distortion of a carpet pattern. Bowing develops when the speed of the tenter is running too fast, resulting in the carpet dragging on the inside rollers while the carpet is drying.

Buckling & Puckering (Ripples)(Wrinkles) – Referred to by many names and seen on stretching complaints. A carpet after extended use may ripple or develop ridges. This problem may be due to one or more of the following: (1) High humidity that results in dampness between the carpet and floor. (2) A cushion that is soft or of low-density, allowing distortion of the carpet under foot. (3) Inadequate stretching of the carpet at the time of the originally installed. (4) Too soft or too stiff of a back or other dimensional stability problem that prevents the carpet from holding a stretch. A proper power restretching by qualified installers should correct an in adequate stretch (3). With (1), (2) and (4) the correction may only be temporary.

Burns – Most carpets will burn. Small burns such as those from a cigarette can often be improved by brushing off the charred fiber or trimming it with scissors. If the burned spot is deep, it will require reburling or an insert.

C

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

Color Breakdown – Incorrect dyeing methods or defective dyes causing a color change over a period of time.

Color Change – It is normal for carpet to change color with use. Under certain conditions, color retention is affected by the presence of sunlight, humidity, heat, and oxides and other gasses in the environment. Color appearance can change in traffic areas and as a result of improper maintenance.

Corn Rowing – Rows sometimes appear in certain styles of carpet in high traffic areas. It is considered a maintenance related condition and can be caused by soiling, pile crushing in traffic patterns or by repeated vacuuming that is always in the same direction. To minimize corn rowing a carpet can be brushed with a grooming tool, vacuumed with a unit having a beater bar and frequently changing the direction of the vacuum strokes.

Crocking – Dye rubs off of the carpet due to not enough steaming during setting or not enough working time to wash out all set dyes and chemicals.

Crushing (furniture indentations) – These develop under the weight of furniture legs. These indentations can often be lifted with a coin but may require steaming with a steam iron or travel steamer. When a back is very stiff or very soft, or the cushion under a carpet collapses you may not be able to remove the total indentation.

Crushing (See Pile Crushing)

D E

Delamination – Is the separation of the primary and secondary backing and is due to a manufacturing, specification, installation or site-related cause. No claim for delamination at seams will be honored where lamination tests on the overall carpet meet accepted industry standards. No claims will be honored where improper padding has been utilized.

Dirty Back – Occurs when unwrapped carpet comes in contact with dirt or grime. This would not mean the carpet was defective.

Discolored or Stained Nap – This can happen when a wet carpet is put into dirty floats and wet yarn absorbs dirt of rust.

Dye Bands – Dye bands generally run lengthwise and can be cause by stops during continuous dyeing or by and uneven application of dye either too heavy or too light during continuous dyeing. (Also see rope marks.)

Dye Spots – These are randomly located spots that are caused by a heavier than normal concentration of dye of the same color or a different color.

Dye Streaks – Dye streaks generally run lengthwise and can be caused by uneven dye application, something rubbing on the carpet or from a crease that develops during the dyeing process. Clogged nozzle on dye equipment and not giving enough dispersion.

F

Fading – All carpets will slowly lose some color due to both natural and artificial forces in the environment. Fading can be delayed by (1) Frequently vacuuming to removing dirt. (2) Routinely changing air filters in the heating and air conditioning systems. (3) Keeping temperature and humidity from getting too high. (4) Reducing a carpet exposure to direct sunlight through the use of window coverings.

Filtration Soiling – Where air is forced through the carpet, under doors, along steps by air movement, soil will be deposited in streaks or spots. Professional cleaning may temporarily correct this, but the condition will reoccur until the airflow is corrected.

Footprints – Most deep cut pile carpet will show shoe or foot impressions. For those that find this objectionable, a carpet of lower pile and denser construction can help minimize this condition. Textured saxony and frieze constructions are ideal for minimizing the appearance of footprints.

Fused Nap – Melted tips of tufts on nap that can be caused by excessive dryer heat.

Fuzzed fibers can be carefully clipped with scissors or sheared by a company providing correction services.

Fuzzing (Bearding) – A hairy or beard like appearance on the carpet surface that develops when fibers work loose from the yarn bundle under foot traffic. It is frequently an indication of the need for increased vacuuming thoroughness or frequency. Fuzzing may be attributed to one or more of the following: (1) Embedded dirt and grit cutting the fibers but leaving them still bound at one end. (2) Poor latex penetration of the yarn bundle. (3) Poor spinning of the yarn. Poor twisting and heatsetting. (Also see shedding)