Accurate Installations

Our company was solicited by Mr"M" to find a hardwood floor close in color to what was already installed in the kitchenThey had Bruce Select Oak by %" in color GunstockWe found at Lumber Liquidators, a close match in color to the previous flooringMrM
requested a wider board than what he hadOne choice that was given to him was W' BelaWood, year warranty, layers of urethane and all near perfect boardsThe other choice was a Classic Series Oak W',year warranty product with layers of urethaneUp to I 0% of this product has mixed in it non perfect boards that the mill deemed good enough to qualify as flooring but not good enough for the BelaWood lineAll of this information was provided by Lumber Liquidators and relayed to MrM on several occasionsMrM decided to have Accurate Installations order on his behalf, the Classic Series productHis exact words to the installer were-'Work with it the best you can, I trust you."This statement was made because he toured another Accurate Installation job featuring BelaWoo eries in his neighborhoodMrM did not lil e the product but liked the workmanshipAfter the boxes were delivered to the inside of MrM's home, it sat acclimating for weeks with several boxes opened and laid out for inspectionThis was to bring the moisture levels within 2% of the subfloorAccurate Installations installed the flooring per manufactures' instructions to MrM's satisfaction and received final payment.Later, we were asked to cut out and replace boards they did not likeAfter that was completed, another board was requested in the center of a large spaceThis particular board met our expectations of the product and we did not see the need to replace it because of the locationWe have photographs to demonstrate this decisionUnfortunately, the client does not agree with our professional opinion on whether any more boards should be replaced since the remaining boards meet the expectation of the Classic Series product

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
I received a message from you on 2/6/15.  I responded and typed my reply. However, I am not sure you received my response so I am retyping it below. Please let me know if there is anything else I must do.  
 
Mr. [redacted] is incorrect when he states that we did not like the product but liked the install.  The opposite is true. Mr. [redacted] installed 3 CRACKED boards when he had good boards left for him to work with. These are the boards we asked him to replace. He wanted to charge us $200 or replace each one.   This is not industry standard. He replaced 2 and left the 3rd cracked board in our floor.  Additionally, since the time of our complaint, Lumbar Liquidators sent an independent inspector who found that "Proper care was not taken to keep all the board ends tight enough during installation."  This caused us to have a floor with many visible gaps. 
 
I am sending a picture of the cracked board.

Review: The following are our complaints against [redacted] which have been abbreviated due to space requirements:His attitude towards us changed considerably when I questioned gaps in the installed floor. He claimed they were the nature of the floor we choose and "he did the best he could."He became rude and seemed annoyed at everything I did. He kept complaining that it was taking him too long to do the floor. When it came time to install the molding he told me it had to be caulked and he would do it for us, but he was already 2 days behind schedule. We found 3 cracked boards in the installed floor. He told us he charges $200 each to repair them. When we asked why he had installed cracked boards when we had good ones left over, he started yelling at my husband and me that we knew from the outset that 10% of the wood would be flawed. When we asked again why he installed cracked ones, his reply was, "How do you expect me to see them." I said, "because you are down on the floor working with them." His response was, "If I inspected every board I put down on your floor, I would be here 3 or 4 months." I have checked with other floor installers and they do not charge to replace cracked boards. They have an installation warranty, some up to 2 years after installation.He fixed 2 of the cracked boards, then left without fixing the 3rd one and without saying a word to my husband or me. He left all his shavings and mess in the house and in our driveway.Other complaints: He used our personal trash cans for his lumbar debris. He took home leftover molding that we paid for. He left a fresh scratch on the floor when he replaced the 2 boards. He went under my kitchen cabinet without permission. He treated my husband and myself with disrespect and rudeness while he was working in our home.Desired Settlement: Since neither my husband or I want this gentleman in our house again, I would like reimbursement for us to hire someone to replace the board that remains cracked/caulk molding. We are working on the gap issue with the manufacturer of the wood to see if it is caused by a milling issue. They told us that once the gaps were noticed, work should have stopped immediately and they should have been notified, so I am not sure what the outcome of this issue will be since [redacted] says they are "normal

Business

Response:

Our company was solicited by Mr. "M" to find a hardwood floor close in color to what was already installed in the kitchen. They had Bruce Select Oak 2 by %" in color Gunstock. We found at Lumber Liquidators, a close match in color to the previous flooring. Mr. M requested a wider board than what he had. One choice that was given to him was 3 W' BelaWood, 100 year warranty, 8 layers of urethane and all near perfect boards. The other choice was a Classic Series Oak 3 W',25 year warranty product with 4 layers of urethane. Up to I 0% of this product has mixed in it non perfect boards that the mill deemed good enough to qualify as flooring but not good enough for the BelaWood line. All of this information was provided by Lumber Liquidators and relayed to Mr. M on several occasions. Mr. M decided to have Accurate Installations order on his behalf, the Classic Series product. His exact words to the installer were-'Work with it the best you can, I trust you."This statement was made because he toured another Accurate Installation job featuring BelaWoo eries in his neighborhood. Mr. M did not lil e the product but liked the workmanship. After the 54 boxes were delivered to the inside of Mr. M's home, it sat acclimating for 2 weeks with several boxes opened and laid out for inspection. This was to bring the moisture levels within 2% of the subfloor. Accurate Installations installed the flooring per manufactures' instructions to Mr. M's satisfaction and received final payment.Later, we were asked to cut out and replace boards they did not like. After that was completed, another board was requested in the center of a large space. This particular board met our expectations of the product and we did not see the need to replace it because of the location. We have photographs to demonstrate this decision. Unfortunately, the client does not agree with our professional opinion on whether any more boards should be replaced since the remaining boards meet the expectation of the Classic Series product.