AHF Products Reviews (%countItem)
AHF Products Rating
Address: 3840 Hempland Rd PO Box 566, Mountville, Pennsylvania, United States, 17554
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My complaint is the result of fraud from AHF employees. My home was installed with AHF hardwood floors. The installation was not done properly, I have an independent certified flooring inspection report stating this. This is not the responsibility of AHF as its not related to the product itself but rather the improper installation. However, AHF sent an employee to do their inspection which has a fraudulent lie in it. 2 other people present at the inspection can clarify as well as the photo evidence I have provided to AHF. The fraudulent report written by the AHF employee is being used against me by the builder. The lie is related to when gaps and staples started to appear in my flooring. I said multiple times throughout this employees visit that gaps were present immediately following the inspection (early September) However, here is the conclusion of the AHF report. ”This is supported by the timeline of the gapping seen. The gapping in this installation did not occur until the drier seasons. The hardwood was installed in September of 2019 and the gapping did not appear until December of 2019, a drier season of the year.” A complete total lie. I have al supporting evidence and would be happy to share.
April 17, 2020
Dear ***:
Please accept this letter and attachments as AHF, LLC’s response to the above-referenced complaint. AHF, LLC dba AHF Products (“AHF”, “AHF Products”, or “Company”) manufactured the flooring at issue in the Consumer’s complaint. When Consumer reported the issue, AHF was called to conduct an inspection to determine if the issue was manufacturing-related, and therefore covered under the AHF warranty.
The inspection was done on 1/29/2020. Our inspector used the information provided to him at that time to draft the report dated 1/31/2020.
Per the report, the issue was found not to be a manufacturing defect. Consumer has also indicated he does not believe it to be a manufacturing defect, which he stated in the complaint. However, Consumer did not agree with the report, specifically the following statement:
“The hardwood was installed in September of 2019 and the gapping did not appear until December of 2019, a drier season of the year.”
Consumer demanded that this language be changed to state that the gapping was present at time of installation in September, 2019. Upon inquiry, our inspector stated he used the information he had at the time; he does not remember being told that the gapping started in September and we didn’t receive the complaint until January 2020.
On February 11, 2020, Consumer sent an email to the AHF inspector with an attached picture dated September 8, 2019. Consumer claimed this showed the gapping as early as September and wanted the report changed to indicate such.
AHF had its Senior Quality Manager respond to the email regarding the picture. By a memo dated March 27, 2020, AHF amended the report as much as possible based on the information being provided. The memo revision stated:
Based on additional information submitted after the date of the report, namely an email dated February 11th, 2020 with a screen shot photo dated September 8th, 2019 (attached below), it appears the homeowner’s concerns began as early as September of 2019, and not December of 2019 as stated in the report.
The Consumer was not satisfied with this amendment and wanted it amended to state that the gapping was present at time of installation. Our Senior Quality Manager responded that although a lay person may believe the picture shows gapping, AHF could not conclusively state that the picture was indicative of gapping, and therefore, did not have enough evidence to amend the report to say this. AHF also could not 100% attest to the authenticity of the photo (was it the same floor, was the date accurate, etc.).
Consumer has repeatedly called our inspector a “liar” and accused him of “fraud”. Consumer has also stated via a phone conversation with our Senior Quality Manager that he will blast us on the internet for not changing the report language.
In conclusion, the issue with the flooring is not a manufacturing defect, and therefore, is not covered under AHF Products’ warranty. Consumer himself acknowledges, via his complaint to the Revdex.com, that the issue with the flooring is not manufacturing-related.
As was explained to the Consumer, the intent of our inspection and report process is to identify whether the flooring issue at hand is caused by a manufacturing defect covered by the AHF warranty. If the issue is not manufacturing-caused, we attempt to identify the likely/probable factors that caused the flooring problem(s).
By continually calling our inspector a liar and saying our employee (and AHF) is/are committing fraud, AHF believes the Consumer is attempting to coerce us into changing the report to say what the Consumer wants it to say. Our inspector has indicated that he cannot substantiate and does not agree with what the Consumer wants it to say, and therefore, it would be fraud for our inspector to make the changes being demanded by the Consumer. AHF has therefore amended the report as much as we can given all known facts and considers this matter closed.
If you have any questions or need any additional information, please feel free to contact me.
Sincerely,
Theresa K.,
Esq., SPHR, SHRM-SCP Corporate Counsel
AHF
has offered to amend the report as much as we are able based on the information
we have available. As previously stated, we cannot rely solely on Consumer's
information and testimony. Factually, the inspector inspected the flooring in January; found gapping was
prevalent at that time (in January); and observed, as evidenced in the report,
that gapping in January can occur because of the heating season. Specifically,
the report states:
"Gapping
seen on site can be attributed to BUT NOT LIMITED TO moisture gain and
loss within the hardwood" (Emphasis added)
The
report then goes on to support why gapping is consistent with seasonal heating,
but there is nothing in the report that prevents Consumer from making his claim
that the gapping was prevalent in September. However, that is Consumer's claim to substantiate; AHF cannot.
For
these reasons, and those stated in our previous responses, AHF Products will not agree to make
any additional amendments to the report.
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:
AHF alleges by taking my verbal testimony along with photo evidence provided "would mean AHF and the inspector are taking Consumers word over that of anyone else"
In actuality, that is exactly what AHF did against me the consumer when they reported that gaps didn't appear until December. To me this appears like collusion. AHF still has not answered my question as to WHO told them to use "December" for when gaps appeared. This is a critical piece of evidence that will help substantiate my claim. Why are they continuing to withhold these details from me?
AHF only made a slight correction after I escalated to senior management. Unfortunately, their minor adjustment doesn't go far enough. This entire statement needs to be updated. "This is supported by the timeline of the gapping seen.
The gapping in this installation did not occur until the drier seasons. The
hardwood was installed in September of 2019 and the gapping did not appear
until December of 2019, a drier season of the year. " Had they reported the facts at that time (that gaps were there immediately after installations) this statement would look vastly different.
I would like them to acknowledge my testimony that gaps were visible immediately following the installation supported by my photo evidence I provided and that his may be indicative of other issues unrelated to the drier season.
Regards
We have Armstrong wood flooring installed in our home and the finish is coming off. This flooring has a 25 year warranty and they will not honor it. They say the product has been discontinued.
AHF Products is in receipt of the above-referenced complaint. I have asked the AHF Claims Team to contact Mr. to discuss a possible suitable remedy to this matter.
The complaint has been resolved.
We purchased ***/Armstrong HARD WOOD FLOORING from ***, in 11/17/18, we purchased (2) skids and (3) cases [a total of 35 cases of flooring]. We picked up the flooring at the *** store in Erie PA on 11/29/18. We stored the flooring in our home (dining room and living room)until the installation was scheduled for January 2019, to be installed in our dining room, living room and foyer/hallway. Installation was done by *** on 1/10/19 and 1/11/19. Approximately 2-3 months after installation we noticed cracking, splitting and a hole in the flooring. We contacted ***, they contacted the manufacturer, and an inspection was completed by AHF Products. Their findings were: "boards present a safety issue if not repaired", and "found to be manufacturing related and therefore eligible for AHF Products funded correction under Limited Warranty". At the time (6/17/19) 5 boards were inspected, at a second inspection on (10/16/19) there were 79 boards that were damaged and inspected by an independent inspector hired by ***. Their findings were that the problems are caused during manufacturing, but they would not definitely say if it was a manufacturing vs. installation vs. home issue - I feel their finding was "purposely" vague.
AHF has admitted that the issues are eligible for warranty and are willing to give us (5) cases of flooring and labor to repair ONLY 5 floor boards - what about the other 74 damaged boards, and any future floor boards that may start cracking, splitting, checking, getting holes? This is not acceptable to us.
Our total expense was $4935.00 ($3257.00/product, $1678.00/labor)
Thank you for your patience while I worked with the AHF Claims team to further investigate this matter.
The notes from our Claims team confirm that the initial request was for a “few” board replacements that would have come to less than $1500 with material and labor. AHF did offer 5 cartons of material and reasonable labor for 5 board replacements to ensure the consumer received a variety of lengths and colors/shades in order to appropriately match the installed, remaining flooring.
However, AHF has no record of receiving the second/independent report the consumer references in her claim to you. If *** requested this independent inspection, *** should have submitted the report to our Claims team for further consideration. As I am sure you can appreciate, AHF cannot make any determination or findings until we have all the necessary information and documentation.
Please know, AHF stands behind its warranties, which covers the material if the issues are found to be manufacturing related. However, the warranty does not cover issues or damage resulting from installation, homeowner care, environment, or other issues outside the control of AHF
Yes, I did contact ***. They did send the second inspection to them again . I'm sorry I didn't advise you that they resent the inspection report, I didn't realize I was supposed to. I have not heard anything else from ***, after they resent the inspection report. Thank you.