Armstrong-Citywide, Inc.

We are very sorry that we cannot please Ms. [redacted]. Armstrong-Citywide Inc. has responded to Ms. [redacted]s several  complaints and were successful at satisfying her needs as she paid her invoice in full.The mositure issue ocurred over 30 days after the floor was completed.We actually had 2 technitions on the inspection and both saw the wet area and yes it did smelled of urine.Moisture is what will make wood flooring cup, and it would be impossible for our installer of the wood flooring to select out of hundreds of boards and install them all together. Especially, if only part of the board is cupped at the time of inspection. The area at the time of inspection was aprroximately a 6" diameter.At Armstrong-Citywide our findings do not always satisfy the customer but, we are giving an honest, professional opinion that can be held up in a court of law.We strive to make every customer happy, unfortunately it is imposiible to do so. However, our reports show we are very sucessful in our business operation for customer satisfaction. And being dishonest is not part of that procedure. I regret not making Ms. [redacted] completely happy but, we cannot control the environment in which she chooses to live that can affect the wood flooring in an adverse way.Respectfully,Dave

[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 Assumed Answered]
Complaint: [redacted]
I am rejecting this response because:  the boredom who responded on behalf of the business is not being honest.  First, the floor was NOT wet when the technician came to the house,  please review the previous documentation. I provided.  We set an appointment and they came out much later after we called.  Additionally, my dogs did NOT urinate on the floor and nor would we have left it there for over a week if they had.  To state otherwise is ridiculous.  Additionally, the business absolutely knew this was not resolved.  Again, note the previous documentation I provided.  [redacted] said he would come out and look at the damage...and he NEVER has.  The business is being completely dishonest.  At first, I gave them the benefit of the doubt...that they believed what they were saying.  Now, I see the reality.  This is NOT a misunderstanding.    
Regards,
[redacted]

Wood flooring reacts to moisture levels, If to much moisture the flooring will cup, pets urinating as in when our repair man put his hand in the wet spot when inspecting the floor, a leak etc. We unfortunately have no control over living environments and, the commercial grade water base finish we...

used is manufactured by Bona a world renown company and the quality can be found on their website as one of the top rated in the country.BUt the finish is not pet or water proof.Hardwood floors expand and contract as a natural character of all wood and  a quarter size gap is not out of the ordinary between boards in some wood material. That can be confirmed by researching the NArional Wood Flooring Association web site.The scratch was to be reapired and was declined to the fact that it could only be seen from specific angles and sunlight by the owner of the home owner.Wood material comes in several different colors craeted by nature. The base shoe mold that the customer was not satisfied with the color match, albeit the exact same stain was used on the trim pieces and same exact material. We exchanged the material the she felt a better match and was satisfied with the end result.Filler is used on wood imperfections and is mixed to accomodate the overal wood color tones.Every attemp has been made to satisfy the owner and we thought the matter was resolved.Again the main issue before was the wet areas on her wood floors and we can not correct the behavoir of pets or water spillage and what it does to wood flooring.Thank you

[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 Assumed Answered]
Complaint: [redacted]
I am rejecting this response because:  The individual from Armstrong who signed the response was not one of the individuals who came to my house or that I had sent the photos to.  He is relaying on what the rest of the staff told him and not obtaining a full picture.  Again, the "facts" as presented by Armstrong is not correct.  I contacted [redacted] via a text message to advise that we have been noticing splinters and panels that are raising up.  I explained that some of the edges were very sharp and the sides of the planks were actually splintering off.  I was cleaning up wood chips.  His response was "water base finish will cause the wood to swell and slightly raise."  He advised me to mark them and someone would look at them tomorrow.  A week later someone came to the house and that's when they advised that the only think that could cause that was standing water.  It was not in a circular fashion, but rather involved the entire planks.  I pointed out to him where planks on both sides of this area (3 feet from the right and 5 feet from the left) planks have separated with noticeable gaps.  He had no explanation what would have caused that, but insisted that those planks separating would NOT have cause the planks to push up together in the middle of the room.  Is this even logical?  Room for the gaps had to come from some place.  Try laying lego logs together and create a gap. They will push out from one side or the other! Also, if moisture caused the planks to push up, why would the ends be splintered?  Isn't that more logical to force being apply? I sent [redacted] pictures of the gabs as well as pictures of the splintered area.  At some places, the gaps are more than 1/16 of an inch. On March 8th, [redacted] advised that he would personally come to inspect the area.  If Armstrong was committed to resolving the issue as they stated, would that not have been the right thing to do?  Inspect it and provide your own feedback, keeping your word and not making the customer have to follow up week after week to see if you were coming.  In summary, I did not expect Armstrong to take responsibility or accountability for their actions with the floor.  I am disappointed, however, that they cannot be truthful and even admit that they dropped the ball in even following up with me as promised.  On a side note, I had 2 other wood floor installers look at the floor.  Both do not feel it is consistent with water/moisture damage.  Moisture damage will cause cupping or warping of the planks.  The damage to my planks are neither.  The edges of one side are damaged like they are/were being forced out of its spot.  The middle of the planks are not sagging nor are the ends curling up, etc.  Again, had [redacted] came out and looked at it personally he could have noticed that himself.  He relied, as is the person responding to my complaint, that the technicians he sent to review the damage portrayed an accurate and complete assessment without understanding that since they were also the ones that installed the floor they may be inclined to present it in a light that would not fall on their shoulders.
Regards,
[redacted]