Complaints

• Initial Complaint

  07/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Great Lakes Flooring (purchased from Menards) was installed in our house in May of 2023. Less than a month later we started experiencing cracked boards, bubbling, separating, denting, and other issues. We filed a complaint with Menards which they forwarded to Great Lakes Flooring. Great Lakes Flooring requested more information which we provided. They then claimed all of these problems are due to the cleaner being used. This flooring starting having these problems long before it even saw a Swiffer. To have received such a poor thought out denial is absurd. To receive this letter is disappointing to say the least. Based on our daily observations of the flooring, it is clear that the cleaner used is not causing unsightly bubbles, splits, rough edges, separating, and denting in the flooring. Some of our defects including splinters in the wood, separating boards, and boards with gaps beneath the veneer have absolutely nothing to do with cleaning and are more likely manufactured defects. Additionally these defects began occurring much before the floor had seen any sort of cleaning product. The denial letter states that certain cleaning products may cause a dull finish or a tough residue. Neither of these defects were mentioned in our complaint nor have we experienced them. We are experiencing defects different from those caused by incorrect cleaning products. We requested our claim be reviewed an additional time or passed along to a different team member for review. However, Great Lakes Flooring has been ignoring us since this request on June 23, 2024. We would like to request a full refund from Great Lakes Flooring or Menards as every room in our house with this product installed has manufactured defects in the flooring. Which was also inspected prior to installation. Please review our full claim before contacting.

  Business response

  08/27/2024

  Hello, we hate to hear that you are unhappy with flooring material installed in your home.  After carefully reviewing the information submitted, we would like to offer two cartons of material for plank replacements and **** for labor to replace the 10 planks noted as having issues.  To accept this offer, you will need to reply stating so, and the credits and detail will go back through the retailer where the flooring was purchased.  This is being offered as a one-time customer courtesy.  Please note that the cleaning method currently being used voids the warranty.  Per the warranty, use of non-approved cleaning and maintenance products including oil soap, liquid/paste wax, oil, silicone or ammonia based products will void all warranties.  Additionally, cleaning the flooring with water and Murphy's Wood Cleaner will cause the issues you are seeing to worsen.  It is important that you discontinue this cleaning method and use only an approved wood floor cleaner such as Bona Hardwood Floor Cleaner.  I hope this helps, and should you have any additional questions please let us know.  

  Business response

  09/04/2024

  Hello, I reviewed Mrs. ************ response and she advised she would accept the offer as outlined.  I will have our claims department process a check for the agreed upon labor and additionally ship 1 carton of flooring to Mrs. ************ home.  We will submit all of this within the next 3 business days to close out this claim and complaint.  

  Customer response

  09/06/2024

  Hello, the company stated in the last reply they are only sending me 1 carton of product when in their orginal offer- attached and in communications history- they say they will send 2. Are you able to follow up with them to make sure they send * cartons and **** as offered?

  Thank you,

• Initial Complaint

  06/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have purchased Mullican Flooring to replace my floors throughout my home. I purchased my flooring through a flooring company, Kimberling Interiors and had Kimberling professionally install the floors. Roughly after 3 years of the floors being installed the planks began to bow, break, and separate from one another. I worked with my installer to have the floors replaced as outlined by Mullican Flooring warranty. I hired an independent consultant to review my floors and submit a report. Upon reviewing the report Mullican agreed to replace my floors, but providing only the material. I am seeking to get reimbursed for the additional install cost of ******. I reached out directly to Mullican to cover the install cost and they were not willing to work with me. Mullican has already admitted fault by replacing my material, but why does the burden of install cost fall back on me the consumer when the sole reason the reinstall needs to take place was due to a faulty product. My claim number with Mullican Flooring is Claim * *****. I have worked with Kimberling Interiors, now Edwin *******, to tear out the faulty floors and reinstall the new floors at a cost of ******. To rectify this issues I am looking for reimbursement of ****** from Mullican Flooring. Additional details are attached.

• Initial Complaint

  05/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought vinyl flooring (580 sq ft) from Menards (Great Lake Defender series, manufactured by Mullican Flooring) in December 2023 and had it installed by an independent contractor in January 2024. Within a month of installation, the vinyl flooring started having issues. I filed a claim with Menards in March 2024, and they forwarded it to Mullican Flooring. Mullican Flooring hired a floor inspection service to check the flooring in my home, and they found the vinyl flooring was defective. I requested a full refund for the product and the installation labor costs. However, they only offered me a partial refund for the product in the form of store credit and refused to cover the installation costs. I spent thousands of dollars on new flooring, and it didn't last a few months. The product has a lifetime warranty. They should refund me the cost of the product and the installation.

• Initial Complaint

  05/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Oak gunstock engineered hardwood. 1617 sq ft. Manufacturer complaint. Not flooring supplier. Flooring supplier invoice included to document cost of defective flooring. Warning to others to not buy this product. Had 3” planks installed by builder 8 yrs ago with no issues. Due to water damage necessitating replacement, chose to change to 5” planks. Wish I had read reviews first. Too many short pieces, damaged and defective planks and different thicknesses of planks. So many defective planks had to be discarded. Could not return to supplier so had the flooring installed by my contractor. Had to have finisher come back and seal the open knots and replace planks that sat higher than connecting planks. Reading reviews I am very concerned flooring will deteriorate as others have experienced. Very disappointed in product and should have taken photo of the pile of discarded planks before contractor removed.

• Initial Complaint

  03/18/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased the engineered hardwood flooring and in the first year the stain started coming off. We turned in a claim and they denied us because of excessive wear. We have a 10 year warranty. They gave us a defective floor and would do nothing to fix the problem.

• Initial Complaint

  06/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Noisy floors. Installer and retailer of your floors is ****** flooring in tappahannock ba. Scott ******. I have contacted him several times on these floors and he will not start a complaint with you as I understand it should start there. He does not have a contractor lic as I just found out. The noise of these hardwood floors are unacceptable and will take to justice.

  Business response

  06/30/2023

  Mr. ******** 

  We have contacted our Distributor Partner as well as the retailer, and they are going to work next week to file a formal claim on your behalf.  Once we receive the necessary paperwork, our Claims Department will review the information.  Should additional information be needed, someone will contact you for that.  However, if no other information is necessary, a decision will be made on the claim and a letter provided to the Distributor who in turn will send that onto the retailer to provide you with.  

  We hope this helps and should you have any other questions, please contact the retailer.  

  Kind Regards, 

  Mullican Flooring 

  Business response

  07/06/2023

  Hello, I spoke with our Regional Sales Manager and he advised a formal claim would be submitted on Monday, July 10th.  Once we receive that paperwork, our Claims Department will schedule an independent inspection with an NWFA Certified Independent Inspector.  Once the inspection report is received, we will review the findings and provide a decision on this complaint.  The inspector will contact you to arrange a date and time for the inspection to occur.  This process can take 2-4 weeks, so please be patient as we await the inspection and inspection results.  Kind Regards, 

  Mullican Flooring 

  Customer response

  07/10/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20258211, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Paul *******

• Initial Complaint

  06/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Noisy floors and installer will not follow up on the process of warranty claim per manufacture instructions

  Business response

  06/14/2023

  Good morning,
  

  I have spoken with our Claims Department and there is no record of a claim on file under this name, Paul *******.  All claims must follow the chain of sale.  We can assist you further once we receive the official claim.  If you can provide us with the installer information, along with the retailer that you purchased the flooring from, we may be able to reach out to distribution to try and assist in getting the claims process started.
  

  Thank you,
  

  Mullican Flooring

• Initial Complaint

  05/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We have been waiting since January 2023 to get our tile that was installed incorrectly fixed in a timely manner

  Business response

  05/22/2023

  Mr. B******

  Before I can assist you further, I will need to know where you filed a claim at, what the product is, and if we communicated with you regarding a resolution for your claim.  I additionally need to know what product you purchased, how much was installed, and what the issues are you are experiencing.  Once I have this information, I can better assist you. 

  Kind Regards, 

  Mullican Flooring 

  Customer response

  05/23/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20090274, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Walter ******

• Initial Complaint

  01/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased new engineered Aspen Grove Hickory hardwood in the Provincial 5” width from Got You Floored (Greensboro, NC) and they installed it in our home in November 2021. It was installed in the kitchen, dining room, living room, hallway, half bath and office. Over the short time we have had the product we have noticed several manufacturer defects in the product. For example the top wood layer has lifted away from the base layer and there are SO many areas throughout the house where the finish is peeling up, even in low to no traffic areas. However, some high traffic areas and entryways at the doors seem fine so it just doesn't make sense. We sent 2 letters to Mullican Flooring regarding the inferior quality of material (engineered hardwoods) that we purchased and had installed by a professional company, Got You Floored. Mullican denied our claim in a letter dated October 26, 2022 without reason. The flooring has a 25 year warranty and the issues appeared within months of installation. The 2 letters we sent them were dated December 1, 2022 and January 26, 2023. We are highly disappointed in Mullican's decision and the inferior product we spent so much money, time and hassle on. We believe the product to be substandard, flawed and inferior with manufacturing defects that are too great to survive a 25 year warranty when it is already failing within months of use. We ask that Mullican please reconsider their decision and the further inspection results. We are seeking full reimbursement of $18,152.71 which was the cost of the materials and installation fees. 11/11/21 Flooring installation by Got You Floored 9/9/22 We contacted Got You Floored for a 1 year warranty re-visit 9/22/22 he installer from Got You Floored came to look at the concerns and he found many more places of concern and took pictures 10/20/22 Got You Floored picked up some of the unused wood 11/10/22 The vendor sales rep AND the Mullican Representative came to our home to look at the wood.

  Business response

  01/30/2023

  Hello, I have reviewed the information submitted and this claim was turned down as the planks submitted for testing passed a cross-hatch adhesion test.  This test is used industry wide to check finish adhesion.  A Mullican Sales representative visited Mrs. Webb's home and after speaking with him, it is our determination that the areas in question that are exhibiting finish wear or chipping should be touched up with a Minwax stain pen.  Additionally, there are three planks that should be replaced.  

  Mullican is willing to offer three cartons of material, labor not to exceed $1,000 for plank replacements, and Minwax stain pens to touch up any areas exhibiting chipping along the edges.  Replacing the entire floor is not warranted nor necessary based on all the information we have surrounding this claim.  Please advise if you will accept our offer.  If the offer is accepted a labor estimate will need to be submitted for preapproval for the plank replacements.  

  Kind Regards, 

  Amber Stringer

  Business response

  02/02/2023

  Since you have rejected our offer of plank replacements, we would like to commission a National Wood Flooring Association certified inspector.  I will need a contact and phone number to provide the inspector, and once we commission the inspection you will be contacted to arrange a date and time that works with your schedule.  A report will be provided by the inspector, and we will make our final decision and offer based upon the determination provided in the report.  

  Please provide the contact information you would like for us to give the inspector.  Once we have this information, we will commission an independent inspection.  

   

  Customer response

  02/03/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 18943130, and agree to Mullican's proposal for an independent flooring investigator to come and inspect our flooring. You may provide my name and number. 
  
  Sincerely,
  
  Patricia **** ************

• Initial Complaint

  08/24/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have purchased Mullican flooring at home depot. 1500 sq ft. We have started installing the floor 4 to 5 boxes and noticed that a lot of the floor boards withs were different size. some boards varied 1\8 to 1\4 of an inch. the product is horrible. We ripped of the flooring and returned all of it to home depot. We filed a claim with Mullican for the expenses, delivery of 1500 sq ft of flooring to the 2nd floor and back down to garage for home depot to pick up, for glue and staples contractor used, to lay about 100 sq ft of flooring and tear off. For sanding down the subfloor after rip off. Claim was denied. Here are some pictures.

  Business response

  09/12/2022

  Business Response /* (1000, 5, 2022/08/24) */ Hello, I have spoken with our Claims Department and there is no record for a claim on file under this name, ****** *********. If you have a claim # that was provided by Home Depot I would need that to look further into this matter. It would also be helpful if you have the Home Depot Store # where the flooring was purchased along with the model # of the flooring. Once I receive this information, I may be able to assist you further. Consumer Response /* (3000, 7, 2022/08/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) The claim number is XXXXX Business Response /* (4000, 9, 2022/08/25) */ I have reviewed the claim filed by the store, and based on the photographs the issue appears to be installation related, and the product not being installed straight with itself. I also reviewed the labor estimate, and the amount of flooring that was stated to be installed on the labor estimate does not align with what was submitted by the store. Only 100 square feet of flooring was installed, not 250 as the labor estimate outlines. If you would like to resubmit a revised labor estimate for consideration you can do so, but please itemize each line and the amount being requested. Once we receive that, I can review and advise on our decision for this complaint.

*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. ↩