Complaints

• Initial Complaint

  06/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  i had naturally aged flooring put in my vacation condo. i barely used it and did not rent it out. the floors are totally wearing out in the areas i walk shoeless in. the product is not holding up at all. the finish is wearing off. the warranty is not being upheld. the warranty process is a scam with the same inspection company doing all the reports for qec and acting like they are independant inspectors

  Business response

  06/13/2023

  Our product warranty states that the finish will not wear through, provided that Natural Aged Flooring’s (NAF) maintenance guidelines are strictly followed. An independent inspection was commissioned through a third party service; the inspection service selects a certified inspector without the involvement of NAF to avoid any bias or hand-picking of inspectors by NAF. The independent inspector determined that the issues reported were maintenance related, primarily due to the improper use of water to maintain the floor which is cautioned against in NAF’s Flooring Care & Maintenance guidelines. It was also noted that the relative humidity at the time of the inspection was only 26%, whereas the maintenance guidelines require relative humidity be maintained between 35% -55% to avoid damage and advises that additional humidity controls may be required. (The inspector noted that a copy of the guidelines was also left with the consumer.) The inspection report summarizing the inspector’s findings was provided to Mr. S**** and included the inspector’s name and email address to contact directly with any dispute of the contents of the report. We’re unaware if Mr. S**** ever contacted the inspector directly with his concerns. NAF was contacted directly by Mr. S**** to dispute the claim decision and he was instructed to provide flooring samples for testing; he also provided additional photos showing areas he considered “worn”. The sample material was tested and no finish adhesion issues that would cause release of the finish were discovered. Further review of the photos provided by Mr. S**** illustrated open separations and lifting of the wood grain consistent with the dry interior conditions noted at the time of the inspection. These areas appear dark due to intrusion of dirt and moisture, creating the “worn” appearance. All of that information was again provided to Mr. S**** and the original denial of the claim was upheld and the claim was closed at that time. Copies of the inspection report, product Warranty and Care & Maintenance guidelines are attached for reference as well. (Note: The customer of record for this claim was K**** *********. Mr. S**** apparently shares or co-owns the property with Ms. F********.)

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