Carpet One-Veterans Carpet One

We received this claim from the insurance company and were tasked with getting Mr. Jocelyn’s floors put back together after his loss. We have worked very closely with all major insurance carriers and have been a part of their “Preferred Service Provider” program for over ten years. We have been a part of this program for so long because we provide exceptional customer service and products to the insurance carriers’ customers. They don’t continue to assign work to companies that lie or refuse to take care of issues when they arise. As a 71 year company, owned by three generations, we take a lot of pride in this. Mr. Jocelyn’s job took six months to begin because there were other contractors on the job that needed to finish before we could do the floors. We strive to complete work for our customers as soon as possible not only to get their home put back together, but because the insurance company doesn’t pay us until the job is done. Once the contractors’ work was done, we started our work. After we finished, Mr. Jocelyn was concerned about the finish on his new wood floor and some seasonal gapping he saw. We don’t sand and finish in house so we hired S&S Floor Surfacing to do the job. They are a long standing and reputable sand and finish company in the Denver area. The owner of S&S went out multiple times and deemed that a screen and re-coat would take care of his issues with the floor. Before the job started, Mr. Jocelyn signed off on our wood expectations form. We try to educate our customers as best as possible on the characteristics and behaviors of wood floors. Two points highlighted on that form are that some debris will settle in the finish because you can’t control particles floating in the air. Another point highlighted on that form is that proper humidification must be in the house to reduce expansion and contraction of the wood. Mr. Jocelyn does not have any in home humidification and refused to install a humidifier on his furnace. Our form is aligned with NWFA standards and so are all of our contractors we use for sand and finish jobs. We offered the screen and re-coat to Mr. Jocelyn as a way to fix some of his issues with debris in the finish and the seasonal gapping. We knew the gaps between the boards were caused because he didn’t have proper humidification in his home. We also knew the sizes of the gaps were well within industry standards for normal seasonal gapping as the NWFA states. Mr. Jocelyn was not happy with this and wanted his floor completely torn out and re-done. From here, the insurance company decided to get an independent inspector to make sure everything was within industry standards. The inspector hired is known as one of the best NWFA inspectors in the nation. His conclusion was that everything was within industry standards but we offered do a screen and re-coat to help take care of Mr. Jocelyn’s personal issues with the floor. Highlighted on the report was that Mr. Jocelyn did not have proper in home humidification and that the gapping was less than 1/64, which is normal seasonal gapping. A copy of the seven page report was given to us, S&S, the insurance company and Mr. Jocelyn. In conclusion, the remedy we offered is the one recommended by the independent inspector. The insurance company is pleased with the customer service we have provided and was satisfied with the screen and re-coat we offered to do for Mr. Jocelyn for free. We followed through on this and have done the screen and re-coat for him. If the insurance company deemed this as a legitimate claim by Mr. Jocelyn, they would have hired another company to re-do the job and back charge us. After a complete review by the insurance company, Carpet One Corporate and CCA National Accounts, it has been determined that Mr. Jocelyn’s complaints are not legitimate and the claim has been closed. From start to finish, we have met industry standards for our quality of work and have never refused to address and rectify Mr. Jocelyn’s concerns.