Complaints

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had there flooring put iny home and it's defective and I've been trying to contact them they said they would do something about the floor but now they are not returning my emails. I just need help to puch them to respond. My contact there is ************************************ *******************************************

  Business response

  04/10/2024

  Hello,

  
  Here is an update for complaint ID#******** I have reviewed this complaint and have attached the most recent email thread of our communication with ***********************************. ************************ has been informed via email that we will repair the affected areas. 

  
  However, the material that was originally installed was discontinued, and we had to place a custom order with the manufacturer to match the existing floor.
  
  Let me know if you have any questions or need additional information pertaining to this matter. 

  Customer response

  04/10/2024

   I am rejecting this response because:
  The owner ***** came on January 19th with the Representatives. That's when they told me it would take 6to8 weeks and we're now going on three months 
  
  

  Business response

  04/18/2024

  Hello ******,
  
  
  The material is a special order, unfortunately we have no control of the vendor and overseas shipments. That is the proximate ETA that was given to us by the vendor. As soon as material arrives ************************ will be contacted to schedule repairs immediately. We would like to resolve and close this claim as soon as possible and apologize for the delay. 

  Customer response

  04/18/2024

   I am rejecting this response because:
  This is what they said from the time ***** came to the house with the Chinese representative in January. Plus they said they had to change the click system. What does it say about the existing flooring I have in my house? Is my flooring not up to code? Will it match the click system that my flooring has, because it's supposed to be water proof!
  
  

• Initial Complaint

  11/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dear ***/*****,I am writing to file a formal complaint against American Flooring Distributors, regarding an unresolved issue with the flooring material I purchased from them. Despite multiple attempts to contact the company, my concerns remain unaddressed.Details of the Purchase:Date of Purchase: December 7, 2020 Amount Paid: $6,705.00 Product Details: SPC Metropolitan Collection, *********; Dimensions: ****mm x 231mm, Total Thickness: 4.5mm, Wear Layer: 0.2mm/8mil, SQF/BOX: ***** Nature of Complaint:The specific issues with the flooring material include cracked flooring in high-traffic areas and on stair lips, and warping and waviness likely due to poor handling of weather changes. These defects are not due to installation as it was done by a licensed third-party company, indicating material quality issues.Warranty Information:The flooring material came with a warranty, which states:The warranty applies only to the original purchaser and is not transferable.In case of a claim within the first 10 years, the manufacturer will repair, replace, or refund the defective material.Reasonable labor costs will be covered for claims within the first five years if the flooring was professionally installed.The manufacturer reserves the right to inspect the installed planks and remove samples for analysis.In the event of a product discontinuation, the customer may choose from current products of equal or lesser value.Repaired or replaced products are warranted for the remainder of the original warranty period.Claims must be made within thirty days of discovery, with the original proof of purchase.Efforts to Resolve the Issue:Repeated attempts to contact American Flooring Distributors for a warranty claim have been met with avoidance and no replies to my messages.Desired resolution: I seek a fair resolution, including repair, replacement, and or refund, as per the warranty terms.

  Business response

  12/01/2023

  To whom in may concern,

   

  Good morning.  As it relates to the issue at hand, the customer needs to address their issues with the retailer.  We are the manufacturer. Please refer to the first three sentences in the second to last paragraph noted on our warranty attached.

   

  Sincerely,

  ***************

  Customer response

  12/01/2023

   I am rejecting this response because: our payment was made to the manufacturer not the retailer for the amount of $6705.00 for the materials directly which we picked up from your store. 
  

  We have a charge on file with our personal bank from our bank account reflecting this transaction amount with the manufacturers name on it and a charge ID. 
  

  12/07/20
  CHECKCARD **** AMFRICAN FI OORING DISTR ************ CA 24431060340286000000049
  Amount: $6705.00
  
  

  
  

  Business response

  12/08/2023

  Hello,

  We will email a claim form to the homeowner to complete. 

  Thank you 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩