Action: Company to replace damaged tile

Several months ago we purchased a grout cleaner manufactured under the brand name ZEP, which is owned by Enforcer Products. We proceeded to clean the grout according to the manufacturer's instructions. The cleaner damaged our tile in that the finish along the edges was broken down, which took away the shine. Every bit of dirt is now absorbed, making it unsightly and very hard to clean.

We contacted ZEP at its help line and tried several remedies that were suggested, to no avail. We also spoke to a gentleman in the store where we bought it, and he agreed that we should file a claim, as this product is a chemical and should possibly be taken off the market if it is that caustic.

We did submit a claim to Enforcer Products as directed, with pictures and estimates. The problem that we are having is no response from the claims department. The claim was sent more than a month ago, and we have heard nothing. I have called to find the status of the claim, only to reach voice mail, and my calls are not returned. As this is the first time we have ever submitted a claim, we do not know if we have given a reasonable amount of time to be answered from the claims department. Ken and Mimi Scott

Response: We don't know whether one month is a long time to wait in this case. We do know that it can seem to be a long time. In general, however, experience indicates that such consumer issues seem to be taking longer than ever to resolve, regardless of how fast and far our communications technology advances. It took us three months to get a final answer for you as well. But, as you have already learned, the news is good. Andrew Logan, the insurance adjuster with GAB Robins North America in Duluth, Ga., who is investigating your claim on behalf of ZEP Manufacturing, has reviewed the inspection report and obtained permission to pay your claim in the amount of $2,850.46, the estimate to replace your tile.

Ticket refunded

To make a very long story short, I made a reservation to fly on American Airlines in November, with the provision that the ticket be fully refundable if not used. I did that on purpose because there was doubt I would use the ticket. I believe that an additional fee is charged for that type of ticket.

After the flight date, I was informed that it would take two months for the refund. Following the two months, I tried many times to get it. I supplied the flight number, date and time of the flight to American Airlines personnel, who repeatedly said first that it would be processed, then, in latter stages, that my record could no longer be found. No one ever followed up. It is amazing that an airline can find reservations with the same information instantaneously.

Five months after I began my quest, the airline is still requesting a credit card transaction number from me. Further, the letter refers to a physical ticket, even though the airline must be aware that I ordered the ticket electronically! The ticket number is even printed at the top of the letter. I have written to the state attorney general and the Department of Agriculture and Consumer Services, and they can't do anything. Maybe you can. Todd Pressman

Response: T.M. Rhodes, executive office manager for American Airlines in the Dallas-Fort Worth airport, said the airline is sorry for the delay. Its original attempts to help you were slowed, Rhodes said, because it did not initially have a ticket number to work from or any specific date-of-travel information. Rhodes said it appears your ticket was refunded in full to the original MasterCard account on June 13. Let us know if it has not shown up by your next statement.

Reaction

Thank you for getting our refund for $53.95 from Gero Vita International in Toronto. We placed an order but never received any pills, although our check was cashed. When many phone calls and many promises brought nothing, we turned to you. You have our gratitude. We could not have done it without you. Mr. and Mrs. J. McGinn

Action solves problems and gets answers for you. If you have a question, or your own attempts to resolve a consumer complaint have failed, write Times Action, P.O. Box 1121, St. Petersburg, FL 33731, or call your Action number, 893-8171, or, outside of Pinellas, (800) 333-7505, ext. 8171, to leave a recorded request.

Requests will be accepted only by mail or voice mail; calls cannot be returned. We will not be responsible for personal documents, so please send only photocopies. If your complaint concerns merchandise ordered by mail, we need copies of both sides of your canceled check.

We may require additional information or prefer to reply by mail; therefore, readers must provide a full mailing address, including ZIP code. Names of letter writers will not be omitted except in unusual circumstances. Letters may be edited for length and clarity.

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