CODE OF CONDUCT & PARTICIPATION STANDARDS
The Floor Detective Trusted Dealer designation identifies flooring dealers who have committed to ethical business practices, professional installation, recognized industry standards, and exceptional customer care.
Participation in the Floor Detective Trusted Dealer Network is a privilege and not an entitlement. Dealers must meet the Network\\\'s qualification requirements and agree to maintain the following standards as a condition of participation.
- Customer-First Commitment: Trusted Dealers agree to treat customers honestly, fairly, respectfully, and professionally throughout the entire relationship—from the initial sale through installation and any subsequent warranty or claim issue. Trusted Dealers shall: communicate honestly regarding products, pricing, warranties, installation requirements, expected performance, and product limitations; avoid deceptive, misleading, high-pressure, or unethical sales practices; provide clear documentation regarding the products and services being purchased; maintain reasonable communication before, during, and after installation; treat customer concerns seriously and respectfully, even when the dealer believes a complaint may not be justified; and make a good-faith effort to resolve legitimate customer concerns.
- Licensing, Insurance & Business Requirements: Trusted Dealers must: maintain all business and contractor licenses required in jurisdictions where they operate; maintain appropriate commercial general liability insurance; maintain workers\\\' compensation insurance where legally required; provide Floor Detective with current documentation upon request; and notify Floor Detective of any material lapse, cancellation, suspension, or loss of required licensing or insurance. Failure to maintain required credentials may result in suspension of the Trusted Dealer listing until corrected.
- Manufacturer Installation Requirements: Trusted Dealers agree that flooring products should be installed in accordance with the manufacturer\\\'s current published installation instructions and applicable warranty requirements. This includes applicable requirements involving: substrate preparation and flatness; moisture testing and mitigation; acclimation; environmental conditions; approved adhesives and underlayments; expansion space; installation methods; required transitions; temperature and relative humidity; and proper installation tools and procedures. Dealers should ensure that employees, installers, and subcontractors performing work on their behalf have access to the applicable manufacturer\\\'s installation requirements.
- Recognized Industry Standards: Trusted Dealers agree to follow recognized flooring-industry standards and accepted installation practices when applicable. Depending upon the flooring type and application, these may include standards and guidance published by CRI, NWFA, ANSI, TCNA, RFCI, and other recognized flooring-industry organizations. Where specific manufacturer requirements apply to a product, those requirements should be followed unless otherwise required by applicable law or regulation.
- Installer & Subcontractor Responsibility: Trusted Dealers remain responsible for appropriately servicing the work they sell or arrange for their customers, regardless of whether installation is performed by company employees or independent subcontractors. Using a subcontractor does not relieve the dealer of its responsibility to communicate with the customer and appropriately address installation-related complaints. Dealers should make reasonable efforts to utilize qualified installers familiar with the products and installation methods involved.
- Customer Documentation & Leftover Materials: Trusted Dealers should provide customers with appropriate product information and reasonable leftover flooring material following installation whenever material is available. Dealers should: leave a reasonable quantity of usable leftover flooring with the customer; for hard-surface flooring, approximately one unopened carton is recommended when available; for carpet installations, leave a reasonable usable remnant when sufficient material remains; encourage customers to retain leftover material for future repairs or claim evaluation; provide or make readily available the manufacturer\\\'s applicable warranty; provide the manufacturer\\\'s care and maintenance instructions; provide or make available the applicable manufacturer\\\'s installation instructions when reasonably available; provide or document product identification information when available, including manufacturer, product/style, color, lot/run information, and other information necessary to identify the installed flooring; encourage customers to retain invoices, product information, warranties, and leftover material; and not discard significant usable customer-owned leftover material without the customer\\\'s knowledge or authorization.
- Customer Complaint & Claims Response Standard: A Floor Detective Trusted Dealer is not expected to never experience a claim or customer complaint. Problems can occur even when responsible companies are involved. What distinguishes a Trusted Dealer is how the company responds when something goes wrong. When a customer reports a flooring or installation concern, the Trusted Dealer agrees to respond promptly and professionally. For initial customer contact, the dealer should contact the customer, or make a documented reasonable attempt to do so, within one business day after receiving the complaint. For on-site evaluation, the dealer should make reasonable efforts to inspect the reported condition within three business days, subject to customer availability, travel requirements, holidays, emergencies, or other reasonable circumstances; if an inspection cannot reasonably occur within that period, the customer should be informed of the anticipated schedule. For the dealer investigation, the dealer should document the complaint and reasonably evaluate available information concerning: the flooring product; installation; site conditions; customer concerns; applicable manufacturer requirements; and applicable warranty provisions. The dealer should not unnecessarily delay action while responsibility is being determined.
- Manufacturing or Product-Related Claims: If the dealer\\\'s investigation reasonably indicates that a manufacturing or product-related condition may be involved, the dealer should promptly initiate the appropriate claim process with the manufacturer or distributor. The dealer should assist the customer with the claim process when reasonably possible rather than simply directing the customer to contact the manufacturer. The dealer should maintain reasonable communication with the customer while the manufacturer\\\'s claim is being evaluated.
- Installation-Related Concerns: When available information reasonably indicates that the dealer or its installer may be responsible for the condition, the dealer should promptly communicate with the customer and make a good-faith effort to determine an appropriate corrective action. Trusted Dealers should not unnecessarily delay legitimate corrective work by attempting to shift responsibility to another party without reasonable support.
- Independent Flooring Inspections: When the cause or responsibility for a complaint cannot reasonably be determined, the dealer may request an independent flooring inspection. The inspector should be appropriately qualified for the flooring product and condition being evaluated and should be permitted to perform the inspection independently. Dealers shall not attempt to improperly influence, pressure, or retaliate against an independent inspector based upon inspection findings. Floor Detective inspectors remain independent and impartial regardless of whether a dealer involved in a claim participates in the Trusted Dealer Network.
- Ongoing Claims Communication: While a claim remains unresolved, the dealer should maintain reasonable communication with the customer. As a general guideline, the customer should receive a meaningful status update at least every seven calendar days unless another reasonable timeframe has been communicated. If the dealer is waiting for a manufacturer, distributor, installer, inspector, or another party to respond, the customer should be informed rather than left without communication.
- Warranty Responsibilities: Trusted Dealers agree to clearly communicate applicable dealer, installer, and manufacturer warranties and appropriately honor legitimate warranty obligations for which they are responsible. A manufacturer\\\'s denial of a product warranty claim does not automatically relieve a dealer of responsibility for conditions arising from the dealer\\\'s own workmanship or services.
- Professional & Ethical Conduct: Trusted Dealers shall not knowingly engage in: fraud or intentional misrepresentation; deceptive advertising; bait-and-switch sales practices; falsification of installation, moisture, inspection, licensing, insurance, or warranty documentation; abusive, threatening, discriminatory, or seriously unprofessional treatment of customers; knowingly concealing significant installation problems; improper manipulation of customer reviews; or misuse of the Floor Detective Trusted Dealer name, designation, or badge.
- Project & Installation Documentation: Trusted Dealers are encouraged to maintain reasonable documentation of flooring projects, particularly information that could become important if a claim develops. Documentation may include: before, during, and after installation photographs; product identification; moisture testing; substrate conditions and preparation; environmental conditions when applicable; installation procedures; lot/run information; installer information; customer communications; corrective work; and completed installation photographs.
- Job Completion & Customer Information: Trusted Dealers should make reasonable efforts to complete a final project review with the customer, including: installation completed; final walkthrough performed; leftover material provided; product information recorded; manufacturer warranty provided or made available; care and maintenance instructions provided; installation instructions provided or made available; customer questions answered; and completion photographs documented.
- Cooperation With Floor Detective: If Floor Detective receives a legitimate complaint involving a Trusted Dealer, the dealer agrees to cooperate with Floor Detective\\\'s review. The dealer should: respond promptly to Floor Detective inquiries; provide reasonably requested information; explain actions already taken regarding the complaint; and cooperate in good faith with the review process. A consumer complaint will not automatically establish wrongdoing. The dealer will be given an appropriate opportunity to provide its side of the matter.
- Quality Assurance & Enforcement: Floor Detective reserves the right to review complaints or conduct other reasonable quality-assurance activities involving Trusted Dealers. Depending upon the severity, frequency, and circumstances of a violation, actions may include: Notice; Corrective Action; Probation; Suspension; or Removal. Serious misconduct may warrant immediate suspension while the matter is reviewed. A pattern of ignoring customers, unreasonable claim delays, repeated workmanship concerns, dishonest conduct, loss of required credentials, or failure to cooperate with Floor Detective may result in removal from the Trusted Dealer Network.
- Use of the Trusted Dealer Designation: Only dealers currently approved and in good standing may represent themselves as Floor Detective Trusted Dealers or display the Trusted Dealer badge. The designation may not be transferred, sublicensed, or used by an unrelated company without authorization. If membership expires, is suspended, or is terminated, the dealer must discontinue use of the designation and badge as required by Floor Detective.
- Commitment to Continuous Improvement: Trusted Dealers are expected to support continued professional development and remain reasonably informed regarding flooring products, installation requirements, industry standards, and changes affecting the flooring industry. Participation in Floor Detective educational programs, technical resources, and future training opportunities will be encouraged.
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