We appreciate your trust in Ultra Carpet and in our manufacturer and supplier Kraus flooring. Please note we value you as our customer and will do our best to address your concerns.
As you know, the warranty is provided by the manufacturer; however we will gladly be a liaison between you and them. Kraus is one of the most reputable carpet manufacturers in North America. The product does come with stain warranty. However, making an attempt to remove the stain from the carpet by a professional first is a customer responsibility. If the stain doesn’t come out, the manufacturer promises to honor their warranty. It is a standard practice that the claim is submitted to manufacturer through the retailer. We did process your claim the very day you brought it to our attention without any delay.
Now, in order to finalize the claim, manufacturer has requested that you provide the proof of cleaning attempt by the cleaning professional you mentioned. Kindly email us their payment receipt so that we can submit the proof of the cleaning attempt to Kraus. This is standard requirement and a common industry practice.
Thanks for your understanding and we are looking forward to getting this resolved for you.