Non-Conformance Report (NCR) Process

Carpet Installers Direct Quality Management System

1. Overview

The Non-Conformance Report (NCR) system provides a standardized method for property owners to report installation quality issues and for installers to acknowledge, investigate, and remediate those issues. This process ensures accountability, documentation, and continuous improvement.

2. NCR Categories

3. Severity Levels

3.1 Critical (SEV-1)

Definition: Safety hazard exists OR room is completely unusable.

Examples:

• Exposed tack strip creating tripping/injury hazard
• Carpet pulled away from stairs creating fall risk
• Carpet so loose it's a tripping hazard
• Flooding/water damage from installation (burst pipe)

Response Requirements:

Escalation Trigger: If unacknowledged after 24 hours, auto-escalate to Platform Admin.

3.2 Major (SEV-2)

Definition: Significant visible defect affecting daily use of the space.

Examples:

• Large ripples or bubbles in main living area
• Highly visible seam in entryway or dining room
• Pattern significantly mismatched at prominent seam
• Missing transition strip at main doorway

Response Requirements:

Escalation Trigger: If unacknowledged after 72 hours, auto-escalate to Platform Admin.

3.3 Moderate (SEV-3)

Definition: Quality issue that affects the installation but is not immediately obvious.

Examples:

• Seam visible only in certain lighting conditions
• Minor ripples in low-traffic area
• Small pattern mismatch in bedroom
• Transition strip slightly loose

Response Requirements:

Escalation Trigger: If unacknowledged after 7 business days, auto-escalate to Platform Admin.

3.4 Minor (SEV-4)

Definition: Cosmetic issue in low-visibility area, does not affect functionality.

Examples:

• Small seam variation in closet
• Minor carpet edge lifting in corner behind furniture
• Slight pattern offset in basement/utility room
• Minor debris left (small scraps)

Response Requirements:

Escalation Trigger: If unacknowledged after 14 business days, auto-escalate to Platform Admin.

4. NCR Workflow

┌─────────────────────────────────────────────────────────────────────┐
│                        NCR LIFECYCLE                                │
└─────────────────────────────────────────────────────────────────────┘

    Property Owner                    Installer                    Platform
         │                               │                            │
         │  [SUBMIT NCR]                 │                            │
         ├──────────────────────────────►│                            │
         │                               │   [EMAIL NOTIFICATION]     │
         │                               │◄───────────────────────────┤
         │                               │                            │
         │                               │   [ACKNOWLEDGE]            │
         │   [ACK NOTIFICATION]          │────────────────────────────►
         │◄──────────────────────────────┤                            │
         │                               │                            │
         │   (if disputed)               │   [DISPUTE]                │
         │◄──────────────────────────────┤────────────────────────────►
         │                               │                            │
         │                               │   [PROPOSE REMEDIATION]    │
         │   [REVIEW PROPOSAL]           │────────────────────────────►
         │◄──────────────────────────────┤                            │
         │                               │                            │
         │   [ACCEPT/COUNTER]            │                            │
         ├──────────────────────────────►│                            │
         │                               │                            │
         │                               │   [PERFORM WORK]           │
         │                               │                            │
         │                               │   [SUBMIT COMPLETION]      │
         │   [VERIFY COMPLETION]         │────────────────────────────►
         │◄──────────────────────────────┤                            │
         │                               │                            │
         │   [CLOSE NCR]                 │                            │
         ├──────────────────────────────►│                            │
         │                               │   [UPDATE METRICS]         │
         │                               │◄───────────────────────────┤
         │                               │                            │

5. NCR Statuses

6. NCR Submission Requirements

6.1 Required Information

• Category (select from SEA, PAT, DEF, DMG, INC, OTH)
• Description (minimum 50 characters)
• Location (room/area where issue exists)
• Photos (minimum 3 photos required)
  • Overview photo showing context
  • Close-up photo of issue
  • Additional angles as needed

6.2 Photo Requirements

• Clear, focused images
• Good lighting (no flash glare)
• Show scale reference where possible (ruler, coin)
• Date/timestamp embedded in metadata
• File formats: JPG, PNG, HEIC
• Maximum size: 10MB per photo

6.3 Submission Time Limits

7. Installer Response Options

7.1 Acknowledge

• Confirms receipt of NCR
• Commits to investigating within response window
• Triggers notification to Property Owner

7.2 Accept

• Confirms issue is valid installation defect
• Accepts responsibility for remediation
• Requires remediation proposal within 48 hours

7.3 Request Information

• Asks Property Owner for additional details or photos
• Pauses response clock until info provided
• Limited to 2 info requests per NCR

7.4 Dispute

• Challenges validity of the NCR
• Requires detailed written explanation
• Must include supporting evidence (photos, documentation)
• Triggers dispute resolution workflow

7.5 Propose Remediation

• Specifies proposed fix
• Proposes date/time window
• Property Owner must respond within 5 days

8. Remediation Guidelines

8.1 Re-Stretching

For ripples, bubbles, or loose carpet:

1. Move furniture as needed
2. Pull back carpet from tack strip
3. Power stretch in both directions
4. Re-attach to tack strip
5. Trim excess
6. Document with photos

Typical Duration: 2-4 hours
Cost Responsibility: Installer (within warranty)

8.2 Seam Repair

For visible seams, seam peaking, or seam gaps:

1. Assess if seam can be repaired or must be re-cut
2. If repairable: clean, apply seam sealer/tape, re-seat
3. If re-cut needed: cut fresh edges, re-seam
4. Ensure pattern match if patterned carpet
5. Document with photos

Typical Duration: 1-3 hours
Cost Responsibility: Installer (within warranty)

8.3 Patch/Plug Repair

For small damaged areas (cuts, burns):

1. Cut damaged section with cookie cutter
2. Cut matching piece from remnant
3. Match pile direction
4. Seam/glue patch in place
5. Document with photos

Typical Duration: 30 minutes - 1 hour
Cost Responsibility: Installer (if installer caused damage)

8.4 Full Replacement

For extensive damage or irreparable defects:

1. Remove damaged carpet
2. Inspect subfloor
3. Install replacement carpet
4. Full re-stretch
5. Document entire process

Typical Duration: 4-8 hours depending on area
Cost Responsibility: Varies based on cause

9. Escalation Process

9.1 Auto-Escalation Triggers

An NCR is automatically escalated to Platform Admin when:

• Response deadline exceeded (see Severity Levels)
• Multiple info requests without resolution (3+)
• Property Owner requests escalation
• Dispute unresolved for 14+ days

9.2 Platform Admin Review

The Platform Admin will:

1. Review all NCR documentation
2. Review installer's history and metrics
3. Contact both parties if needed
4. Make a determination (not binding arbitration)
5. Recommend resolution path

Note: Platform Admin review is advisory only. The Platform does NOT arbitrate disputes or make binding determinations.

9.3 External Resolution

If escalation does not resolve the issue:

1. Third-party inspection recommended
2. Mediation services (external, at parties' expense)
3. Small claims court
4. Civil litigation

10. Impact on Installer Metrics

10.1 Quality Score Calculation

Quality Score = 100 - (Weighted NCR Deductions)

Deductions per NCR:
- Critical (SEV-1): 15 points
- Major (SEV-2): 10 points
- Moderate (SEV-3): 5 points
- Minor (SEV-4): 2 points

Rolling 12-month window
Resolved NCRs: 50% deduction reduction
Disputed (won): No deduction

10.2 Response Time Score

Response Score = 100 - (Late Response Deductions)

Deductions:
- Late acknowledgment: 5 points per incident
- Late site visit: 5 points per incident
- Late remediation: 10 points per incident

Rolling 12-month window

10.3 Certification Tier Impact

Exceeding thresholds triggers tier review.

11. Property Owner Responsibilities

11.1 Good Faith Reporting

• Report genuine issues only
• Provide accurate descriptions
• Submit required photos
• Respond to information requests promptly

11.2 Access for Remediation

• Provide reasonable access for site visits
• Coordinate scheduling in good faith
• Clear area around issue location
• Secure pets during remediation visits

11.3 Timely Verification

• Verify remediation within 7 days of completion
• Communicate any remaining concerns promptly
• Close NCR when satisfied

12. Prohibited Behaviors

12.1 Property Owners

• Submitting fraudulent NCRs
• Threatening negative reviews to obtain free services
• Refusing reasonable access for remediation
• Causing damage after installation and blaming installer

12.2 Installers

• Ignoring NCRs or failing to respond
• Providing misleading responses
• Performing substandard remediation
• Retaliating against Property Owner for NCR submission

13. Documentation Retention

All NCR records are retained for:

• Active NCRs: Indefinitely until closed
• Closed NCRs: 5 years from close date
• Photos: 5 years from upload date
• Communications: 5 years from last message

Records may be provided to either party upon request or as required by legal process.

14. Continuous Improvement

14.1 NCR Analytics

The Platform tracks aggregate NCR data to:

• Identify common issue types
• Provide installer training recommendations
• Improve installation guidance documents
• Enhance quality screening criteria

14.2 Feedback Loop

Installers with recurring NCRs in the same category will receive:

• Automated training recommendations
• Optional remedial guidance
• Quality improvement consultation (Premium tier)

Appendix A: Sample NCR Submission

NCR ID: NCR-2025-001234
Booking ID: BK-2025-005678
Date Submitted: December 29, 2025

CATEGORY: SEA (Seam Visible)
SEVERITY: Major (SEV-2)
LOCATION: Living Room - Center of room

DESCRIPTION:
There is a highly visible seam running through the center of my living room.
The seam is approximately 15 feet long and is noticeable from the entryway
when entering the home. The seam appears to have a gap of approximately
1/4 inch in several spots, and there is noticeable peaking (the seam
creates a raised ridge). The installer mentioned the seam would "settle"
but after 5 days it has not improved.

PHOTOS ATTACHED: 4
- Overview from doorway
- Close-up of gap (with ruler)
- Close-up of peaking
- Angle showing light reflection on ridge

DESIRED RESOLUTION:
I would like the seam repaired or re-done so it is not visible from
standing position as per the CRI 104 standard discussed in the
Quality Management Agreement.

Appendix B: Sample Installer Response

NCR ID: NCR-2025-001234
RESPONSE TYPE: Accept + Remediation Proposal
Date: December 30, 2025

ACKNOWLEDGMENT:
I have reviewed the photos and description. The seam gap and peaking
are beyond acceptable tolerances and need to be addressed.

ROOT CAUSE:
The seam tape may not have bonded properly due to cool temperatures
on installation day. Additionally, the carpet may have shifted slightly
before fully securing.

PROPOSED REMEDIATION:
- Re-cut fresh edges on both sides of seam
- Apply new hot-melt seam tape
- Power stretch both sides before re-seaming
- Ensure proper temperature for tape adhesion

PROPOSED DATE/TIME:
January 3, 2026 between 9 AM - 12 PM

ESTIMATED DURATION: 2-3 hours

SPECIAL NOTES:
Please ensure furniture is moved away from the seam area. I will need
approximately 3 feet of clearance on each side.

Document History