Complaints

• Initial Complaint

  10/20/2022

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I purchased approximately 2000 square feet of hickory hardwood flooring from Flooring America that was installed by a Flooring America contractor (Ideal Flooring) in March of 2020. The hardwood flooring has a lifetime warranty for both installation and material defects. I discovered my flooring was buckling along the walls of all 8 rooms where it was installed and notified Flooring America of this problem in October 2021 . The Flooring America contractor attempted to repair this problem in January 2022 but I discovered the problem still existed and again notified Flooring America of this problem on September X XXXX. Flooring America performed two seperate inspections on Septembe 16 and 19, 2022 and informed me that they required an independent inspection to determine who was at fault. The independent inspection was performed by a certified Master Flooring Inspector on October 7, 2022 and found the Flooring America installation did not conform to the manufactures installation requirements and caused the flooring buckling problems. I emailed a copy of the inspection report and paid receipt for the independent inspection to Flooring America on October 11, 2022. I also included a letter which requested they repair/replace my hardwood flooring as necessary to fix the buckling problems, refund $425 for the independent inspection, and guarentee the manufacturers lifetime warranty since in was voided by Flooring America's failure to follow the manufacturers installation instructions. I have received no reply from Flooring America except (on October 17) to say they accidently deleted the inspection report and would i send it again. I have contacted Flooring America several times by phone and get a response that no decision has been made. After almost two months, it appears to me that Flooring America is still trying to avoid taking responsibility for their installation errors and not taking the appropriate steps to fix my flooring problems under the lifetime warranty.

  Business response

  12/09/2022

  Business Response /* (1000, 7, 2022/11/04) */ Flooring America has been in recent contact with the customer and will be working for a solution to the problem. This is a humidity/moisture related issue causing the wood to expand in the summer and contract in the winter. We have been to the cabin and took steps to mitigate the peaking of the wood, but this summer there was more expansion and peaking. We will continue to work with the customer to solve this issue. Consumer Response /* (3000, 9, 2022/11/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have received no offer to repair/replace my hardwood flooring to fix the problems caused by Flooring America's contractor. The independent inspection report was provided to Flooring America a month ago on October 12 and since then they have not accepted responsibility for the problems or provided any proposed solutions to me. The independent inspection report, peformed by a certified Master Flooring Inspector, identified failure to follow the manufacuter's installation requirements to be the sole cause of the flooring problems. The installation failures included inadequate acclimation of the new flooring prior to installation, inadequate expansion space, and inadequate nailing of the flooring. In addition, Flooring America has not reimbursed me for the cost of the independent inspection. They requested this inspection and stated they would pay the cost if found to be at fault.

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