Gilford Warranty Procedures

In order to better serve you as a Gilford Flooring customer, we have developed the following claim procedures. These procedures are designed to simplify the process and speed up the resolution.  It requires participation on both The Retailer, and Gilford Field Sales Manager to gather accurate and complete information regarding a claim. Our goal is to provide a quick resolution that is fair and accurate.

Retailer

·        Contact your Gilford Field Sales Manager stating nature of the claim and document date notified.

·        Provide an invoice from Gilford Flooring showing sale of product(s).

·        Make available all consumer information, name, phone number, and address.

·        Detailed labor bill (in case of replacement or repair).

Gilford Field Sales Manager (FSM)

·        Once notified of the retailers claim, Gilford FSM has 1 to 2 weeks (depending on the nature of the claim) to set up and look at claim. In some cases immediate action may be required.

·         Visit claim site to gather all field testing requirements.

·        Write up claim based on all information gathered.

·        Submit claim within 1 to 2 days to Gilford Quality Assurance, (pictures, samples, and all required information from retailer).

Quality Assurance

·        Gilford’s Director of Technical Services will review all claims provided and determine if the claim should be submitted to the manufacturer.

·        Submit claim 1 to 2 days to manufacturer with all information provided by Retailer and Gilford Sales Representative. NOTE: No claim will be submitted to manufacturer without all information that is required; this will result in delay of claim.

Manufacturer

·        Once claim is received, it can take up to 30 additional days for a claims response. An Independent Inspector may be required to determine the outcome of the claim, further delaying the process.

Gilford

·        Quality Assurance will provide a letter to the Retailer on all approved claims within 1 to 2 days.

·        All denied claims will be submitted to Gilford FSM that day via e-mail to discuss with their retailer.

As you can see there are many steps required in filing a claim, therefore it is extremely important for everyone to provide accurate claim information in a timely manner in order to receive a quick and fair response.

Gilford allows up to 45 days in resolving all claims.

Gilford Flooring Inc., as a wholesale distributor, does not offer warranties on products manufactured by other companies

PRE-FINISHED HARDWOOD FLOORING INSTALLATION CHECKLIST