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American Hardwood Industries

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American Hardwood Industries Reviews (1)

Review: On July 9, 2014 I bought 500 sq ft of Monte Bello natural cherry hardwood flooring from [redacted] At the same time I bought top of the line materials for the install. I let the boards sit for 2 months, in my house, before the install. As suggested boards were selected from 1 of 3 open boxes to mix up the boards. The floor went in nice. I really love the look. But something that couldnt be noticed durring the install is that there are over 40 single boards that are either a fraction higher or lower than the surrounding boards. No twists or dips. The whole board has a different height profile. Its really noticable in socked or bare feet. I went to [redacted] and they told me its a manufacturer problem. I also studied the 4' x 4' display of my floor and there was no height difference. I left 4 messages for a [redacted] at [redacted] to help me but it wasnt until I asked for a manager did [redacted] return my call. He told me to get with [redacted] to start a warranty claim. [redacted] then told me they dont get involved in warranty claims. I called [redacted] back and spoke with a manager [redacted]. She told me it has to be with [redacted] first. I went back to [redacted] and spoke with a manager [redacted]. He refused to help me and gave me 2 phone numbers for inspectors that would charge me $300.00 for an inspection. I went to my car right then and called both numbers. They both told me they dont do inspections. I went back inside furious and was just about told it is what it is. I paid about $4.50 per sq ft. I've been going back and forth from time to time for about a year now. Please help me to get this resolved. I dont expect a hardwood floor to be as smooth as glass just somewhat uniform. Some of the height differences are off by the thickness of a dime in 40 different places. I was told there would be damaged boards. There was about enough to fill a whole box. That was to be expected. This is different. This seems to be a manufacturing error.Desired Settlement: I like the floor. I would prefer a new one installed. I understand that just cutting and replacing too many boards can harm the integrity of the floor. I honestly just spent $20,000.00 on new hardwood flooring, carpet though the rest of the house, bathroom cabinets with marble sinks and tops, kitchen cabinets with sink and granite tops and all new kitchen appliances. This floor is now in the way of me enjoying my investment. Please help me resolve this issue.Thank you,[redacted]

Business

Response:

Please find our Warranty and Installation Guidelines attached here. As detailed in the attached documents, installed flooring is considered accepted by the customer. This is industry standard practice. Manufacturers advise product inspection and layup before final installation. There is very little a manufacturer can do to validate and mitigate a claim after installation. I realize this customer is frustrated and I empathize with him, but I will add our flooring comes with a red stop sign printed on the box advising the customer to examine the product and not install if not acceptable (see attached).Please let me know if you need more information.Kind Regards,[redacted]AHI

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Thank you for your response. I did see the stop sign on the box and of the 23 boxes I bought, enough pieces were damaged to fill 2 boxes (which I still have). My issue isn't with damaged pieces. They were milled wrong. As the installation went, there really wasn't a way to see that the heights were off enough to make a difference when walking on the floor bare foot. The amount of pieces that have slightly different heights would probably fill another 3,4 maybe 5 boxes. Is that quality control? Do all of your customers end up returning 25% to 30% of their purchase for exchange? Then bring back 25% of those? Doesn't sound right. In the pictures you can see at a glance it looks fine. On the clay impressions you can see a real differences. With shoes on you can tell but barefoot it's horrible. I spent $20,000.00 remodeling my house and this floor is in the way of me enjoying it. Thank you, [redacted]

Business

Response:

Our response stands. Customers are instructed to inspect their flooring before installation. The flooring in question has been installed for a year.We regret that the customer is unhappy with their purchase, but the claim cannot be validated.Thank you.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.

Regards,

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Description: LUMBER-RETAIL

Address: 567 N. Charlotte Ave., Waynesboro, Virginia, United States, 22980


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