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A D M Bathroom Design

3340 Leonis Blvd, Vernon, California, United States, 90058-3014

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The finish on the flooring started to come off within the first year, even with proper care. ADM refuses to honor their warranty.
On 7/5/16 we ordered 52 boxes of Vernazza wood flooring from ADM. The order was #4264 and the total was $***.

On 3/16/16 I spoke with *** via email regarding the maintenance of the specific flooring we bought, to make sure that the care and upkeep would be sustainable for our us. We chose a UV finish because it was supposed to last longer than the oil finish flooring and it had a 25 year warranty.

Our flooring was installed on 7/20/16. It was beautiful, and we had friends buy the exact same wood in 5/2017, because they liked ours so much.

Recently we noticed that the wire brush filler was starting to come out of the wood. I spoke with my friend who also bought the same wood, and her flooring is having the same issue. We contact ADM about this in March, and *** responded by asking for photos, which we sent on 4/19/18. *** then stated that he spoke with the product support team, and we must have been cleaning with too much water or we must have used cleaning materials that were too hard for the flooring. He then asked us what the cleaning process for was like. On 4/24/18 we responded with:"We typically sweep or use a Bona that has a dusting pad to remove any dirt or dust on the flooring, several times a week. We do not have a roomba or any other type or robotic vacuum, and have never used a vacuum with a beater bar head. We have also never mopped with a typical mop, or a steam mop, so there has never been a situation where excess water could have been left on the flooring. Occasionally I will use a Bona with a microfiber pad and Bona hardwood cleaner, and I do not spray it directly onto the flooring. Instead I make sure that the pad is only lightly damp. I have never used anything else. We also have felt pads on ALL of our furniture, as well as door mats and lots of rugs.I have a humidity monitor that I have been using since we had the flooring installed, since I have a fiddle leaf fig tree that requires consistent humidity levels. The flooring was beautiful before the finish started coming off. One of my friends also ended up also purchasing the same flooring, since she loved ours so much. I believe that she purchased her flooring about a year ago, but I will confirm with her. I talked to her today, and she is starting to have the same problem with her wood as well. She said that she also has never wet mopped and has only used approved products. Since she is also having the same issue, it seems that the problem is with the flooring. She is going to send over photos as well. I spoke with a local flooring company, and they said that it shouldn't need to be replaced, but instead refinished. He quoted me $2.95 a sq ft, which is the best price I have found."

After sending this email, we did not hear back. I followed up on 6/6/18. *** replied on 6/7/18, stating that ***, was supposed to have sent this reply to us on 4/30/18:"This is not considered a defect in the flooring but comes from excessive water use or steam. To clean the flooring, you would need to use a squeezed mop to clean the surface with as little water as possible.This issue is common with overly using water and is not considered a defect in the material. That explains why some areas have more and some less damage. The excessive water use causes the wood to expand a bit which raises the stain within the wire brushing which later gets taken out of the wire-brushed areas through walking traffic and the next cleaning cycle."

We have always cared for the flooring exactly like the maintenance guide describes, & have never used a wet mop or any cleaner other than what they recommended.The issue is happening all over the floors, in high and low traffic areas, and is progressively getting worse after only 2 years. Our friends are having the same issue with their wood, so clearly there is a defect with the product, which should be covered under ADM's 25 year warranty. We want ADM to honor their warranty, and fix the defective wood they sold us.

Desired Outcome

We want the flooring refinished- I already sent a quote for refinishing from a professional flooring company to ADM. The company that looked at the flooring said it can be refinished and doesn't need to be replaced. We are not asking for a refund, only for ADM to make this right.

A D M Bathroom Design Response • Jul 20, 2018

Hi ***,

We apologize for the extremely late reply. We have went back and forth on this matter before deciding to give you our response.

As we have mentioned before, we are aware of the issue at hand and have past experience with customers who mistakenly used too much water or cleaned with hard cleaning products. In effect, this breaks down the finish or expands the wood fibers resulting in the color inside the wire brushed areas to rise and get removed.

We will not accept responsibility on matters that happen 2 years down the line due to lack of proper care.

When we asked you how you clean/treat your floors, you replied with "exactly as you have written in your care and maintenance." This will not suffice for specifics necessary to file a claim via warranty.

ADM does warrant it's floors for finish and functionality as long as the care is done according to our specifications and approval. We have no idea what you have used to clean or how you clean your floors.

It is not our intention to leave ANY customer unhappy. However, we do need to make sure that claims are handled efficiently. I hope you understand that there is fine line between care and warranty. If your floors were to bow, crack, delaminate, etc., we would repair or replace your flooring promptly.

This claim is not easy for any hardwood flooring company to handle and actually, in most cases, denied immediately.

Even though we have a very strict policy about care and maintenance, we are willing to compensate you a maximum of $*** towards the bill to refinish your floors.

Looking forward to your reply.

Thank You,
ADM Management

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Address: 3340 Leonis Blvd, Vernon, California, United States, 90058-3014

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