Complaints

• Initial Complaint

  04/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a new home in July 2021. Our **** flooring was installed by H333733343232**343331H. In February 2024 (less than 3 years since purchase of home) we noticed our flooring was breaking off in small strips near the seams of the laminated H343138**313635353232H. WE contacted the building (****) who gave us the name of the installer-H333733343232**343331H. We contacted H333733343232**343331H who told us to file a claim with the manufacturer we did, and Shaw&#**;s sent a Floor Detective (***********************) to inspect the floor. He determined that "The breakings of the joints is caused by the cupping. The cupping, peaking, and ledging are all consistent with subfloor moisture contamination. The flooring was installed incorrectly- no moisture barrier was put down. H333733343232**343331H disagrees.

  Business response

  04/19/2024

   

  The consumer received a copy of the third party inspectors report regarding his inspection of their floor. This inspection report is accurate .

  It concludes there is no manufacturing defect, and there also is no installation defect.

  The reason for the problem is that of subfloor moisture.

   

  We installed the floor in June 2021.

  About ***** months ago,  all of the *** manufacturers issued updated instructions that a 6 mil thick polyethylene sheet of material should be installed to act as an aide against

  possible sub floor moisture affecting the product from the bottom up.

  This practice is now followed by us on a consistent basis.

   

  Since this installation guideline  was not in effect at the time of our installation, there is no responsibility on our part, and this is why we disagree with the homeowners opinion.

  We explained this to her on the phone .

   

  Sincerely

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

  Woodsman Kitchens and Floors

  Customer response

  04/24/2024

   

  The purpose of this email is to respond to Woodsmans rebuttal concerning the *** installed in our new home.  I was never informed of  the updated installation practice (guidelines) required previous to reading ******************* response as he indicates.

   

   

  Regardless, at this time I do not know exactly when the new guidelines went into effect.  ************** mentions about 18 - 24 months ago.   This causes us to believe that if the guidelines changed about 18 -24 months ago, others must have been experiencing the same problems we are prior to or during the installation of our ***.  Otherwise the guidelines would not have changed.  A moisture barrier should have been installed.

   

   

  If we dont have resolution (our floor properly installed), we will take further action.

   

   

  **** and ***************************

  Business response

  04/24/2024

  In my first communication, I provided all the information available for the consumer. We installed the product according to the manufacturers guidelines that were in place at the time the job was installed.

   

   

   

• Initial Complaint

  06/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Purchased home through Dreamfinders. Counters and cabinets were from woodsman. Kithen counters are upgraded quartz that we pair for. Prior to closing we notified Dreamfinders we were not satisfied with the seams of the kitchen counters. Ther are 3 of them. After closing, up to now which has been 2 months Woodsman has attempted twice to clean them up and even took apart the counter and redo the seam with still no success. Now they are looking worse than ever. We have gotten qutoes from other counter companies telling us that this counter should have been a jumbo slab. Etc. They are now saying that this is industry standard. We have also learned that there are many others in our neighborhood with same issue. I will attach pictures.

  Business response

  06/23/2023

  We have been contacted by the general contractor, advising their legal team is handling these matters with the homeowner ( complaint person here ) .

  Therefore I am not providing any specific answer, other than the finished product is done in a professional manner, and as an aside comment - we only use jumbo sized slabs so there statement regarding that is in error.

  Business response

  06/26/2023

  I have already responded to the initial complaint and will not be responding any further for the reasons I listed in the first repsonse.

  Customer response

  06/26/2023

   

  Complaint: ********

  I am rejecting this response because:

  As mentioned and proof has been provided by photos of the seams of why this is not accpetable per industry standards. We have also provided proof from other companies stating the same. We have tried to send pictures directly to Woodsman however they are not providing email address. Not sure why a company would not provide email address. 

   

  Regards,

  ****** *****

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