I just found this response, so I will say it again. You guys measured my floors several times, and never mentioned any 'unlevel' areas of concern. You were selling the floor, so you should have made sure it was able to be laid. That's part of selling flooring, just like you did with Carpetland. We had existing floating floors with NO PROBLEMS in any areas. The 'installer' was your personal guy you have used and referred people to since the days of Carpetland. If there was a problem putting the floor down, he also should have known that it wasn't going to work. His 'deal' you refer to was for us to pay his employees to redo the floor, which we just paid $6000 to have done. He was very professional and was present during this 'manufacturer' meeting. It also should be noted that the last several manufacturer 'meetings' he had with other customers at that time, ended up the same way, the manufacturer taking no fault and him getting screwed over for the job done. 1. I wasn't going to pay any more money out for this crap flooring that I just spent tons of money on, and 2. I wasn't going to screw him, as he seemed to be the scapegoat. He had installed floors previously for us with no problems. Your 'offer' to remedy the situation was for us to pay for NEW flooring at your cost. So, after I spent $6000 for my floors, I should now have to pay you for MORE flooring, and pay to have it installed?? Even paying 'your cost' is a ludicrous thing to have to do after I just paid for new flooring. The floor is failing in EVERY area, in every aspect, not just the 2 areas that the manufacturer deemed 'installed wrong'. You seem to be quick to throw your installer under the bus for these issues, as well as other customers he mentioned going through the same thing with this manufacturer. He has been installing for YOU for years, he is not somebody new or unknown to you. You also acknowledged when the manufacturer left our home that you were having problems with them and that you were going to stop carrying their products. It should also be mentioned again that we were sold this flooring with a 25 year guarantee, which was a partial decision why we chose that flooring. According to the manufacturer, the only guarantee the flooring had was on the FINISH, NOT the structural integrity. He also stated that it wasn't truly 'waterproof' as we were told. Very misleading sales tactic. Coming from years of sales at another business and '40 years in flooring' you should notice as a professional when you are measuring that the floor may be uneven. That is 'your control'. You sold us the flooring and that was never mentioned as a concern. You had been to my home several times. The flooring we had before this disaster had no problem or failures in 'uneven' areas, which were few. We had been your loyal customer for years, before you even started your own flooring business. This is our reward for loyalty. As for 'dialogue', after the meeting we waited nearly a month for a response/decision from your sales rep until you sent an email to me
"Hi there
I am so sorry for the delay in sending this out. I apologize...I thought I did send it :)
Anyway, see below from the sales rep. They declined any claims under the product warranty as the cracking is due to the floor not being level. Andre is a great installer, I am sure he will get things fixed for you. Let us know if you need any help or have questions. Thanks!".
I did respond to your email. That was the dialogue, the same as this review. And since my original review, the flooring has had to be NAILED down in several places because it comes apart and cuts your feet. This is not installation error. This is crap flooring that you don't stand behind, period. read more