Complaints

• Initial Complaint

  11/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a global 6.5mm ash grey flooring from this company. My husband who is an experienced installer put the floor down for us, so we didn't need there help with the installation While putting down the flooring it was breaking at the ends of installation, it's not a click floor so no pounding of hammers or the use of nails were required I have been in contact with this company and they have also visited the house twice for an inspection, during the inspection they concluded that the floor was broken However I've now received a letter from this company saying that the flooring is broken due to too much force and improper installation I disagree with this 100% as a customer I know this is a product that should not be on the market and seeing my husband frustration when installing this floor as it was breaking through out the whole house Since we installed the flooring it's been cracking constantly and lifting Factory flooring said they will give us a few boxes for the broken planks that are lifting, but it's the whole floor, This is a bandaid solution and not a fix for the problem I'm looking for them to do the right thing for the customer I'm not looking at getting any money back but please fix this problem Thanks ******

  Business response

  28/03/2022

  Business Response /* (1000, 5, 2022/03/11) */ After two on site inspection we have deemed that the floor has not been installed properly. The first visit was with our commercial specialist and the second I brought in our senior installer to look at the floor. If the joints were broken during installation they should have been removed and set aside. As explained to you if too much force is used during installation to click the product together or to tap the boards together the joints will break. Click vinyl floor can sometimes be a tricky install and we would have been able to help if you were having problems at the time of installation. The floor does not need to be totally replaced since it is not a manufacturing defect. It does however need to be taken up and the affected boards need to be replaced. We have offered to supply you, out of customer service with extra boxes in order to help you. Since you are unhappy with our solution we could hire an independent inspector who is certified with **** (**********************************) to inspect the floor and find out what the cause of the problem is. If it is deemed product related we will pay for the inspection and if it deemed installation related you will be responsible to pay for the inspection. If you are interested in this solution please email me and I can explain the details.

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