[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: there has been no solution provided by brazillian direct...all they do is blame us and they refuse to take responsibility for there product...everything in there response is a lie...we had the floor stored in the house with hvac on for months just like we were told to do..we measured moisture in the sub floor just like we were told....the experts who inspected my floor say that there is sap in the wood and that is why we are having bubbles and waves in the finish...there is a website dedicated the the problems with this companys wood [redacted] they have documented all the same problems very similar to what we have had...they are even thinking of a class action suit because there are so many complaints...and brazillian says they have never had this problem before..(lol) they delivered the flooring to the house so I don't understand why they say that they don't knw where it was stored during the months before it was installed...it was acclimating in the house just like it was suppost do basically this company is a scam from what we can gather is is no more than a few people selling wood out of there house...they do not honor there year warranty on the finishthe only solution they had was to ask my installer if he could fix a few of the boards that were bad...my installer told them the whole floor is bad...some of out floor ha shrunk so much that its almost a half inch smaller on one side than the other I have attached pics...to represent the issues I could take more similar pics..the 1rst pics shows the sap coming back through the wood and the 2nd is a pic of a section that shrunk up by half inchyou can see by the pics that this wood has major issues and plz look and the website I referenced and you can see that I am not the only custumer to have this problem..and as far as the money amount goes the material was 5k the install was close to 4k and it all has to be ripped out and done again with proper material this is not about the money as it is about standing behind what you sell...if you say you will warranty your product than do so when there is a obvious problem don't just ignore it and blame the custumer Regards, [redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: there has been no solution provided by brazillian direct...all they do is blame us and they refuse to take responsibility for there product...everything in there response is a lie...we had the floor stored in the house with hvac on for months just like we were told to do..we measured moisture in the sub floor just like we were told....the experts who inspected my floor say that there is sap in the wood and that is why we are having bubbles and waves in the finish...there is a website dedicated the the problems with this companys wood [redacted] they have documented all the same problems very similar to what we have had...they are even thinking of a class action suit because there are so many complaints...and brazillian says they have never had this problem before..(lol)they delivered the flooring to the house so I don't understand why they say that they don't knw where it was stored during the months before it was installed...it was acclimating in the house just like it was suppost dobasically this company is a scam from what we can gather is is no more than a few people selling wood out of there house...they do not honor there year warranty on the finish..the only solution they had was to ask my installer if he could fix a few of the boards that were bad...my installer told them the whole floor is bad...some of out floor ha shrunk so much that its almost a half inch smaller on one side than the otherI have attached pics...to represent the issues I could take more similar pics..the 1rst pics shows the sap coming back through the wood and the 2nd is a pic of a section that shrunk up by half inch..you can see by the pics that this wood has major issues and plz look and the website I referenced and you can see that I am not the only custumer to have this problem..and as far as the money amount goes the material was 5k the install was close to 4k and it all has to be ripped out and done again with proper materialthis is not about the money as it is about standing behind what you sell...if you say you will warranty your product than do so when there is a obvious problem don't just ignore it and blame the custumer Regards, [redacted]
Revdex.com *** -complaint #***
***:we have had problems with the wood right from the start...almost half the original wood that was shipped was defective and not milled properly...we used what we could
and after tons of calls and emailing pics they replaced the defective boxesBD Ltdresponse: Brazilian Direct addressed this initial complaintWhen the wood shipped from the warehouse on June 23, 2011, some of the boxes did not have foam to protect the woodThe hardwood was scratched and some of the wood was unusableThis was not a milling issueThe wood was not defective as *** statesBrazilian Direct addressed the shipping related problem and shipped five additional boxes on August 23, Five was the number of boxes that *** told us was needed to complete the jobWe were unaware at the time that the hardwood was not stored properly for over weeks in a climate-controlled environment* A few months later *** pushed hard for a portion of his money backAt this point, we once again tried to accommodate him so we offered him $to resolve the claimOn October 2011, *** was refunded $to resolve the problemAt this point the claim was closedAs part of this settlement, a credit memo was signed stating…“By accepting this policy adjustment you are relieving Brazilian Direct Ltdof all past, present, and future liability regarding inconsistent finish and extra installation costs from invoice ***This agreed upon amount is a final, complete resolution.” This matter was closed at this time$was refunded to his credit card***: they replaced the defective boxesBD Ltdresponse: This is clearly stated in his emailAgain, BD cares about their customers so we addressed the shipping issues that damaged the hardwood with additional boxes of hardwood ($value)Additional cartons (square feet of Brazilian Cherry (***) Solid Prefinished 3/4" x 5" x RL 1'-7' Premium/A Grade Delivered Tuesday, Aug 12:PM CST ***: when our installers did the floor they kept saying the the wood was not milled properly and alot of iut didnt fit together right and had to be thrown out BD Ltdresponse: The floor was installed on August 15, The installer, *** ***, never called Brazilian Direct to discuss any of the alleged installation issuesEvery reputable installer should know that once you install the floor you own the installationWe were under the impression that the installation went on without any more problems and *** was satisfied***: since we finished the house we have had nothing but problems with the floor...first we started to get theese large gaps betwween the wood some so big you can see the sub floor underneath...now this last year or so the finish has been wearing off and we have waves in the clearcoat and bubbles coming back through we have had a inspector look at our floor and they siad the wood was not dried properly at the mill and most liley had lots of sap on the wood and is basically a inferior product BD Ltdresponse: We have heard occasionally from *** since the installation & settlementWe responded by telling him that he must have 40% MC (Moisture Content) in his home during the winter heating season and to add moistureAll hardwood floors expand in the summer & contract in the summer in the USAHow much they contract is directly related to how dry the environment is, the gapping is the direct result of dryness or lack of humidly*** signed the invoice when he purchased the floor that explains that weeks of acclimation was necessary and proper humidification (40%) was necessary during the heating seasonSigned in invoice #*** on 06/03/- Brazilian Direct, we strongly recommend waiting at least one week, preferably two, before installing your new flooringWe advise you to bring the wood into your home and run the HVAC system without a humidifier to help remove the excess moistureYou must remember in addition to the hardwood flooring, you will need to remove excess moisture in the plywood sub-floorThis will help your new flooring acclimate to its new environmentYour new floor requires that you maintain a relative humidity of to 50% in your homeThis will require having a humidifier on your HVAC systemBrazilian Direct has sold Brazilian Cherry nationally for over years and we have over 7,happy customersThis is the only current complaint on Brazilian Cherry in over yearsWhen you import batches of 11,sf per container, you cannot have an square foot problem in the middle of an 11,sf batchProblem hardwood flooring is specific to how it was stored, how long it acclimated (& acclimated to what) and how wet or dry the conditions of the home are during the month heating seasonIf our Brazilian Cherry (***) Solid Prefinished 3/4" x 5" x RL 1'-7' Premium /A Grade was defective as *** states, we would have had issues from distributors and contractors on the rest of the 10,square feet and we have notNot only did *** sign an invoice explaining how to care for his floors but also thereafter BD reminded him that if he did not provide the necessary moisture (40%) he would continue to dry his floor out and have issuesEvery year it appears that he gets the same resultsHe continues to and dries the floor down below acceptable levels ***: I have been working with dan c*** trying to come up wih a solution as my $10,floor needs to be replaced already and dan has been absolutley usless and has been no help at all basically they blame everyone but the productBD response: *** sent a threatening emailFrom: *** *** [mailto:***@yahoo.com] Sent: Friday, January 30, 10:AM To: [email protected] Subject: Re: Hardwood Flooring - Pricematch Weekend - Brazilian Direct your wood is junk..we spent grand on your floor for our brand new house years ago and our now getting ready to redo the floor the clear coat is peeling off and the milling on the wood was horrible...your company has cost me about 10k I make sre to tell as many people as I can never to order from you and I also will be writting bad review on all the major hard wood websites and the guy who owns the company is a pk..when we called to complain he offered us $thanks you for a *** product and horrible service *** *** ***: do your research before you buy from dan c*** he sells a inferior product and does not stand behind it at allNeedless to say, statements such as this are frustrating, as I have dedicated years of my life to the hardwood flooring industryI have been an industry educator and a member of the NWFA National Wood Flooring Manufacture Association since I am knowledgeable with years in the hardwood flooring coatings industry and more recently specialized in importing tropical/exotic species from Brazil for the last yearsI decided to look into this at length and discovered some interesting information*Since the hardwood was delivered on Thursday June 23, 12:PM CST and then not installed (New construction) until August 15, as per installer, *** *** we have no idea where the wood was stored for up to weeksBrazilian Direct shipping partner Freight Quote has signed delivery documents confirming we delivered the hardwood flooring to Putney Place Hilton, NY on 06/23/We shipped Brazilian Cherry (***) Solid Prefinished 3/4" x 5" x RL 1'-7' Premium/A Grade sqft per box X boxes = sqftBased on the time lines, we are almost certain that the start of the problem with this hardwood flooring, happened on the front end, because it was not stored properly in a climate controlled space for several weeks in Erie PA, approximately miles from Lake Erie, in the summer of For a week in June and all of July, the wood sat in a new construction site where builders do not connect the HVAC until the end of the job, just before settlementAs per the Office of Assessor in Greece NY, the closing date for the sale of the house was August 29, By industry standards, any hardwood flooring not stored properly, for only a few weeks, could increase significantly in MCDuring the month of July in in Eric PA the average temperature was degrees and average humidity was over 75%If the hardwood was not properly stored in an air-conditioned/climate controlled space with a working operational HVAC system, the moisture content hardwood flooring significantly increasedProper MC in hardwood flooring, especially exotic hardwoods from Brazil, needs be at 7-8%This is necessary for a successful applicationIf the space was not climate controlled the hardwood would have acclimated to the hot and humid house with 70% MC moisture content and high humidityThe flooring would then have acclimatized to high humidity over 70%Improperly stored flooring, in a non-air conditioned space for a prolonged period of time (even just a few weeks), and could have increased the MC to 10-15%The flooring could have been ruined prior to installationAdditionally, prior to installation in new construction the plywood MC moisture content needs to be within 3-4% of each otherInstallation of an acclimated hardwood floor (Hardwood should be in the home for 1-week minimum prior to install) Plywood needs to be under 12% and hardwood floor should be no higher than 8%*** Finally, Brazilian Direct stands behind their product, so much that we shipped *** an additional boxes of wood (a $value) and refunded his credit card $However, what Brazilian Direct cannot do is be responsible for how the homeowner takes care of the floor after it is shipped from a controlled environment, that is, from acclimation in the home through installation and the years there after even after giving the customer all the information on how to do thisThis part is the responsibility of the homeowner, in this case, ***Therefore, if a customer does not properly store hardwood flooring, in a non-air conditioned space for a few weeks, the flooring will acclimate to the environment, which it was placedAcclimation for weeks prior to installation refers to a climate-controlled space with operational HVACFurthermore, you must add moisture (40%) during the month heating season and add humidity on your heating systemLess than that will be too dry for any hardwood flooring product & shrinkage will occurWe make our customers sign invoices that cover both of these in detailIf you choose to ignore both of these important items, you will have problems
Sincerely,Dan C***, PresidentBrazilian Direct, LtdPremium Exotic Hardwood Flooring,
Decking & LumberExceeding Customer Expectations for over years.Direct # ###-###-#### P ###-###-#### Ext# *** F ###-###-####***@brazilianhardwood.com
www.brazilianhardwood.com
face="Arial,sans-serif">[redacted]:we have had problems with the wood right from the start...almost half the original wood that was shipped was defective and not milled properly...we used what we could and after tons of calls and emailing pics they replaced the defective boxes.
BD Ltd. response: Brazilian Direct addressed this initial complaint. When the wood shipped from the warehouse on June 23, 2011, some of the boxes did not have foam to protect the wood. The hardwood was scratched and some of the wood was unusable. This was not a milling issue. The wood was not defective as **. [redacted] states. Brazilian Direct addressed the shipping related problem and shipped five additional boxes on August 23, 2011. Five was the number of boxes that **. [redacted] told us was needed to complete the job. We were unaware at the time that the hardwood was not stored properly for over 7 weeks in a climate-controlled environment. *
A few months later **. [redacted] pushed hard for a portion of his money back. At this point, we once again tried to accommodate him so we offered him $500.00 to resolve the claim. On October 7 2011, **. [redacted] was refunded $500 to resolve the problem. At this point the claim was closed.
As part of this settlement, a credit memo was signed stating…“By accepting this policy adjustment you are relieving Brazilian Direct Ltd. of all past, present, and future liability regarding inconsistent finish and extra installation costs from invoice [redacted]. This agreed upon amount is a final, complete resolution.” This matter was closed at this time. $500 was refunded to his credit card.
[redacted]: they replaced the defective boxes.
BD Ltd. response: This is clearly stated in his email. Again, BD cares about their customers so we addressed the shipping issues that damaged the hardwood with 5 additional boxes of hardwood ($700.00 value). Additional 5 cartons (116 square feet of Brazilian Cherry ([redacted]) Solid Prefinished 3/4" x 5" x RL 1'-7' Premium/A Grade Delivered Tuesday, Aug 23 2011 12:09 PM CST
[redacted]: when our installers did the floor they kept saying the the wood was not milled properly and alot of iut didnt fit together right and had to be thrown out
BD Ltd. response: The floor was installed on August 15, 2011. The installer, [redacted], never called Brazilian Direct to discuss any of the alleged installation issues. Every reputable installer should know that once you install the floor you own the installation. We were under the impression that the installation went on without any more problems and **. [redacted] was satisfied.
[redacted]: since we finished the house we have had nothing but problems with the floor...first we started to get theese large gaps betwween the wood some so big you can see the sub floor underneath...now this last year or so the finish has been wearing off and we have waves in the clearcoat and bubbles coming back through we have had a inspector look at our floor and they siad the wood was not dried properly at the mill and most liley had lots of sap on the wood and is basically a inferior product
BD Ltd. response: We have heard occasionally from **. [redacted] since the installation & settlement. We responded by telling him that he must have 40% MC (Moisture Content) in his home during the winter heating season and to add moisture. All hardwood floors expand in the summer & contract in the summer in the USA. How much they contract is directly related to how dry the environment is, the gapping is the direct result of dryness or lack of humidly. **. [redacted] signed the invoice when he purchased the floor that explains that 2 weeks of acclimation was necessary and proper humidification (40%) was necessary during the heating season.
Signed in invoice #[redacted] on 06/03/2011 - Brazilian Direct, we strongly recommend waiting at least one week, preferably two, before installing your new flooring. We advise you to bring the wood into your home and run the HVAC system without a humidifier to help remove the excess moisture. You must remember in addition to the hardwood flooring, you will need to remove excess moisture in the plywood sub-floor. This will help your new flooring acclimate to its new environment. Your new floor requires that you
maintain a relative humidity of 40 to 50% in your home. This will require having a humidifier on your HVAC system.
Brazilian Direct has sold Brazilian Cherry nationally for over 12 years and we have over 7,000 happy customers. This is the only current complaint on Brazilian Cherry in over 12 years. When you import batches of 11,000 sf per container, you cannot have an 815 square foot problem in the middle of an 11,000 sf batch.
Problem hardwood flooring is specific to how it was stored, how long it acclimated (& acclimated to what) and how wet or dry the conditions of the home are during the 6 month heating season. If our Brazilian Cherry ([redacted]) Solid Prefinished 3/4" x 5" x RL 1'-7' Premium /A Grade was defective as **. [redacted] states, we would have had issues from distributors and contractors on the rest of the 10,000 square feet and we have not.
Not only did **. [redacted] sign an invoice explaining how to care for his floors but also thereafter BD reminded him that if he did not provide the necessary moisture (40%) he would continue to dry his floor out and have issues. Every year it appears that he gets the same results. He continues to and dries the floor down below acceptable levels
[redacted]: I have been working with dan c[redacted] trying to come up wih a solution as my $10,000 floor needs to be replaced already and dan has been absolutley usless and has been no help at all basically they blame everyone but the product...
BD response: **. [redacted] sent a threatening email.
From: [redacted] [mailto:[redacted]@yahoo.com] Sent: Friday, January 30, 2015 10:38 AM To: [email protected] Subject: Re: Hardwood Flooring - Pricematch Weekend - Brazilian Direct
your wood is junk..we spent 5 grand on your floor for our brand new house 3 years ago and our now getting ready to redo the floor the clear coat is peeling off and the milling on the wood was horrible...your company has cost me about 10k I make sre to tell as many people as I can never to order from you and I also will be writting bad review on all the major hard wood websites and the guy who owns the company is a pk..when we called to complain he offered us $150 thanks you for a [redacted] product and horrible service [redacted]
[redacted]: do your research before you buy from dan c[redacted] he sells a inferior product and does not stand behind it at all.
Needless to say, statements such as this are frustrating, as I have dedicated 30 years of my life to the hardwood flooring industry. I have been an industry educator and a member of the NWFA National Wood Flooring Manufacture Association since 1984. I am knowledgeable with 17 years in the hardwood flooring coatings industry and more recently specialized in importing 8 tropical/exotic species from Brazil for the last 13 years. I decided to look into this at length and discovered some interesting information.
*Since the hardwood was delivered on Thursday June 23, 2011 12:42 PM CST and then not installed (New construction) until August 15, 2011 as per installer, [redacted] we have no idea where the wood was stored for up to 7 weeks. Brazilian Direct shipping partner Freight Quote has signed delivery documents confirming we delivered the hardwood flooring to 31 Putney Place Hilton, NY 14468 on 06/23/2011. We shipped Brazilian Cherry ([redacted]) Solid Prefinished 3/4" x 5" x RL 1'-7' Premium/A Grade 23.3 sqft per box X 35 boxes = 815 sqft. Based on the time lines, we are almost certain that the start of the problem with this hardwood flooring, happened on the front end, because it was not stored properly in a climate controlled space for several weeks in Erie PA, approximately 5 miles from Lake Erie, in the summer of 2011. For a week in June and all of July, the wood sat in a new construction site where builders do not connect the HVAC until the end of the job, just before settlement. As per the Office of
Assessor in Greece NY, the closing date for the sale of the house was August 29, 2011. By industry standards, any hardwood flooring not stored properly, for only a few weeks, could increase significantly in MC. During the month of July in 2011 in Eric PA the average temperature was 85 degrees and average humidity was over 75%.
If the hardwood was not properly stored in an air-conditioned/climate controlled space with a working operational HVAC system, the moisture content hardwood flooring significantly increased. Proper MC in hardwood flooring, especially exotic hardwoods from Brazil, needs be at 7-8%. This is necessary for a successful application. If the space was not climate controlled the hardwood would have acclimated to the hot and humid house with 70% MC moisture content and high humidity. The flooring would then have acclimatized to high humidity over 70%. Improperly stored flooring, in a non-air conditioned space for a prolonged period of time (even just a few weeks), and could have increased the MC to 10-15%. The flooring could have been ruined prior to installation.
Additionally, prior to installation in new construction the plywood MC moisture content needs to be within 3-4% of each other. Installation of an acclimated hardwood floor (Hardwood should be in the home for 1-2 week minimum prior to install) Plywood needs to be under 12% and hardwood floor should be no higher than 8%.
[redacted]
Finally, Brazilian Direct stands behind their product, so much that we shipped **. [redacted] an additional 5 boxes of wood (a $700.00 value) and refunded his credit card $500. However, what Brazilian Direct cannot do is be responsible for how the homeowner takes care of the floor after it is shipped from a controlled environment, that is, from acclimation in the home through installation and the years there after even after giving the customer all the information on how to do this. This part is the responsibility of the homeowner, in this case, **. [redacted].
Therefore, if a customer does not properly store hardwood flooring, in a non-air conditioned space for a few weeks, the flooring will acclimate to the environment, which it was placed. Acclimation for 2 weeks prior to installation refers to a climate-controlled space with operational HVAC. Furthermore, you must add moisture (40%) during the 6 month heating season and add humidity on your heating system. Less than that will be too dry for any hardwood flooring product & shrinkage will occur.
We make our customers sign invoices that cover both of these in detail. If you choose to ignore both of these important items, you will have problems.
Sincerely,
Dan C[redacted], President
Brazilian Direct, Ltd.
Premium Exotic Hardwood Flooring,
Decking & Lumber.
Exceeding Customer Expectations for over 13 years.
Direct # ###-###-####
P ###-###-#### Ext. # [redacted]
F ###-###-####
[redacted]@brazilianhardwood.com
www.brazilianhardwood.com
[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 Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
there has been no solution provided by brazillian direct...all they do is blame us and they refuse to take responsibility for there product...everything in there response is a lie...we had the floor stored in the house with hvac on for 2 months just like we were told to do..we measured moisture in the sub floor just like we were told....the experts who inspected my floor say that there is sap in the wood and that is why we are having bubbles and waves in the finish...there is a website dedicated the the problems with this companys wood [redacted] they have documented all the same problems very similar to what we have had...they are even thinking of a class action suit because there are so many complaints...and brazillian says they have never had this problem before..(lol)
they delivered the flooring to the house so I don't understand why they say that they don't knw where it was stored during the 2 months before it was installed...it was acclimating in the house just like it was suppost do
basically this company is a scam from what we can gather is is no more than a few people selling wood out of there house...they do not honor there 25 year warranty on the finish..
the only solution they had was to ask my installer if he could fix a few of the boards that were bad...my installer told them the whole floor is bad...some of out floor ha shrunk so much that its almost a half inch smaller on one side than the other
I have attached 2 pics...to represent the issues I could take 100 more similar pics..the 1rst pics shows the sap coming back through the wood and the 2nd is a pic of a section that shrunk up by half inch..
you can see by the pics that this wood has major issues and plz look and the website I referenced and you can see that I am not the only custumer to have this problem..and as far as the money amount goes the material was 5k the install was close to 4k and it all has to be ripped out and done again with proper material
this is not about the money as it is about standing behind what you sell...if you say you will warranty your product than do so when there is a obvious problem don't just ignore it and blame the custumer
Regards,
[redacted]
Revdex.com – Complaint ID # [redacted] RE: - [redacted]Bensalem, PA [redacted]Daytime Phone: ###-###-####E-mail: [redacted].com We have diligently considered the claims and concerns raised by [redacted] in her letter to the Revdex.com on 10/10/2017. To review, [redacted]...
purchased [redacted] ([redacted]) Solid Prefinished 3/4" x 3" x RL 1'-7' Premium A Grade Flooring. 21sf/carton. 17 cartons = 357sf. on September 6, 2016 over 13 months ago.On the invoice [redacted] signed it states:"NOTE: Product claims must be made BEFORE installation. Flooring must be inspected for quality of manufacture/grade and moisture content. Take and document moisture readings of flooring and subfloor before installation - must be within 3% of each other or DO NOT INSTALL. It is our responsibility to provide a dry, well manufactured product but it is your responsibility to confirm this BEFORE installation."In addition, the invoice states: “No claim will be accepted if not made within 30 days of receipt of material.”[redacted] flooring was delivered on September 6, 2016. According to [redacted], one box of flooring was damaged in shipping therefore she was sent another box. This was an additional 21 square feet of flooring she was sent at No Charge. Since then we have not heard from her until she submitted her letter to the Revdex.com. In her letter to the Revdex.com, [redacted] states: “i purchased 13 boxes of [redacted] and what I got was 13 boxes of [redacted] paraquay which I did not order. If the [redacted] been of comparable quality I would have accepted it. The wood was riddled with small black knots in noticeable areas and they were on over half of the wood. This is not what I ordered and I cannot use this wood which is not better than builder's grade. I believe I builders direct should replace about 7 boxes of their wood and give me bolivian [redacted] that I was suppose to get and not this crap from Paraquay.”[redacted]: I purchased 13 boxes of [redacted] and what I got was 13 boxes of [redacted] paraquay which I did not order.BD response: BD delivered 17 boxes ([redacted] purchased 17 not 13 boxes) of [redacted] ([redacted]) Solid Prefinished ¾ x 3 x RL 1’-7’ Premium A Grade Flooring. Scientific Name, Other Names: [redacted], Patagonian Cherry, which is imported from many regions of South America. This is a natural unstained product. [redacted]: If the woodmhad been of comparable quality I would have accepted it. The wood was riddled with small black knots in noticeable areas and they were on over half of the wood. This is not what I ordered and I cannot use this wood which is not better than builder's grade.BD response: By signing the invoice [redacted] accepted the flooring. Additionally, she had 30 days of receipt of material to issue a claim if she felt there was a problem with the wood. Again, Brazilian [redacted] is called different names however, it is the same wood. All wood is Premium A Grade Flooring not builders grade. [redacted] ordered 17 boxes of [redacted] ([redacted]), * was delivered and signed for 17 boxes of [redacted] ([redacted]). 7 boxes would not be half of the wood. The customer is reminded to order 7-8 % waste multiple ways via our website, initial email, invoice and installation instructions. “Waste and cullage” is a NWFA recommended extra amount of flooring that in effect covers any natural defect, knots, minor splits, milling defect, as well as contractor cuts. If a board has damage or has a milling defect the board is not a complete loss. A competent installer can cut out what's bad and use what’s good. Since Brazilian exotic/tropical woods make up only 10% on the hardwood market, many installers are only experienced with using softer domestic species. We strongly recommend choosing an NWFA certified professional hardwood flooring contractor that has experience with exotics.[redacted]Invoice available upon written request*Installation instructions were email after purchase on 06/16/2016.[redacted] - Prefinished Installation Guidelines –Brazilian Direct Ltd. Flooring Inquiry Posted: 2016-06-16 07:38:06by Shannon O[redacted]Thank you for your request.Since Brazilian exotic/tropical woods make up only 10% on the hardwood market, many installers are only experienced with using softer domestic species. We strongly recommend choosing an NWFA certified professional hardwood flooring contractor that has experience with exotics. Your installer can assist you in calculating final square foot amounts.You must remember in addition to the hardwood flooring, you will need to remove excess moisture in the plywood sub-floor. Solid Hardwood Flooring should be acclimated in the *unopened* boxes/cartons. Successful Acclimation means the subfloor & the hardwood flooring are within 2-3% moisture of each other. The hardwood flooring is no higher than 7-8% and the plywood subfloor needs to be less than 11-12 %.In order to install pre-finished 3/4" hardwood flooring you will need these materials:1. Appropriate amount of hardwood flooring (including 7-8% waste) acclimated for 1-2 weeks (acclimation period pertains to solid flooring, not engineered).2. A 3/4" CDX grade plywood or OSB PS2 rated underlayment, existing or installed.3. A nail or cleat gun that can deliver ~90lbs/square inch of pressure. Using excessive pressure will cause flooring tongues to break and may cause other installation problems. We recommend [redacted]ers4. 18 gauge, (Thinner less splitting) 2" or 1 3/4" cleats (Not staples) / Pneumatic (air driven) or tradition power nailers (manual) can be used.18 Gage Cleats OR4. 16 gauge, (Traditional) 2" or 1 3/4" cleats (Not staples) / Pneumatic (air driven) or tradition power nailers (manual) can be used.16 Gage CleatsBrazilian Direct recommends using Cleats over Staples during the installation of exotic 3/4" solid, as staples often hold the flooring too tightly and restrict the natural expansion and contraction of the hardwood. http://www.[redacted].com/home/[redacted].htm5. 15 lb. black roofing paper for underlayment.6. Any trim necessary for completion of the project.The contractor will tightly and firmly move each board into place, nailing through the tongue of each board every 8" and on every joist below. Your new hardwood flooring will need to be installed perpendicular to the joists below.These are just basic guidelines for typical solid hardwood flooring installations. Since every job is different, we strongly recommend choosing a certified NWFA professional for a successful installation.Additional TipsTake and document moisture readings of both flooring material and subfloor PRIOR TO INSTALLATION. If the moisture readings are not within 3% DO NOT INSTALL. Allow additional acclimation time.Do not install this wood if you are not satisfied with the MILLING, NATURAL COLORS, or FINISH.If the shorter pieces in these bundles will not look best in certain areas, accumulate these and install them in a more agreeable or less visible area (like a closet). Any adjustments made to placement of individual pieces should be done while racking out of the floor, prior to installing. Once the flooring is installed, exchanges or replacing individual pieces is no longer an option.Install or leave felt pads on everything touching the floor.It is best to not REPLACE CARPETS FOR THREE - SIX MONTHS as all exotic floors will oxidize from the UV rays of the sun and DARKEN.Clean only with an approved hardwood Flooring Maintenance Kit. Do not wax this floor. Do not use vinegar and water on this floor.Please don't hesitate to contact me with any additional questions you may have.ANY other question please SEE: NWFA (Industry website:) at http://www.nwfa.org/[redacted]: I believe I builders direct should replace about 7 boxes of their wood and give me bolivian [redacted] that I was suppose to get and not this crap from Paraquay.”BD response: Our company’s name is Brazilian Direct not [redacted] which is a competitor. Could [redacted] have ordered additional wood from another company therefore the flooring in question was not purchased from BD? Additionally, BD did send an additional box on 10/20/2016 due to damages, according to [redacted], that occurred in shipping which is outside of BDs control. Finally, Brazilian Direct cannot accept flooring from an order over a year later whether or not it was installed. If the flooring was not installed, we have no knowledge of the conditions to which the flooring has been exposed 12 months later. If the wood was installed a competent installer should have inspected the product for suitability prior to installation. The installer as final inspector, should never install product deemed unsatisfactory. As we have discussed above, we cannot take back flooring that is installed; we added this note in bold at the bottom of each page of the signed/proof-read invoice.Warranty information can be found on line at: http://www.[redacted].com/products/warranty.php Sincerely, Brazilian Direct, LtdDan C[redacted], President
[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 Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because: there has been no solution provided by brazillian direct...all they do is blame us and they refuse to take responsibility for there product...everything in there response is a lie...we had the floor stored in the house with hvac on for 2 months just like we were told to do..we measured moisture in the sub floor just like we were told....the experts who inspected my floor say that there is sap in the wood and that is why we are having bubbles and waves in the finish...there is a website dedicated the the problems with this companys wood [redacted] they have documented all the same problems very similar to what we have had...they are even thinking of a class action suit because there are so many complaints...and brazillian says they have never had this problem before..(lol)they delivered the flooring to the house so I don't understand why they say that they don't knw where it was stored during the 2 months before it was installed...it was acclimating in the house just like it was suppost dobasically this company is a scam from what we can gather is is no more than a few people selling wood out of there house...they do not honor there 25 year warranty on the finish..the only solution they had was to ask my installer if he could fix a few of the boards that were bad...my installer told them the whole floor is bad...some of out floor ha shrunk so much that its almost a half inch smaller on one side than the otherI have attached 2 pics...to represent the issues I could take 100 more similar pics..the 1rst pics shows the sap coming back through the wood and the 2nd is a pic of a section that shrunk up by half inch..you can see by the pics that this wood has major issues and plz look and the website I referenced and you can see that I am not the only custumer to have this problem..and as far as the money amount goes the material was 5k the install was close to 4k and it all has to be ripped out and done again with proper materialthis is not about the money as it is about standing behind what you sell...if you say you will warranty your product than do so when there is a obvious problem don't just ignore it and blame the custumer
Regards,
[redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: there has been no solution provided by brazillian direct...all they do is blame us and they refuse to take responsibility for there product...everything in there response is a lie...we had the floor stored in the house with hvac on for months just like we were told to do..we measured moisture in the sub floor just like we were told....the experts who inspected my floor say that there is sap in the wood and that is why we are having bubbles and waves in the finish...there is a website dedicated the the problems with this companys wood [redacted] they have documented all the same problems very similar to what we have had...they are even thinking of a class action suit because there are so many complaints...and brazillian says they have never had this problem before..(lol) they delivered the flooring to the house so I don't understand why they say that they don't knw where it was stored during the months before it was installed...it was acclimating in the house just like it was suppost do basically this company is a scam from what we can gather is is no more than a few people selling wood out of there house...they do not honor there year warranty on the finishthe only solution they had was to ask my installer if he could fix a few of the boards that were bad...my installer told them the whole floor is bad...some of out floor ha shrunk so much that its almost a half inch smaller on one side than the other I have attached pics...to represent the issues I could take more similar pics..the 1rst pics shows the sap coming back through the wood and the 2nd is a pic of a section that shrunk up by half inchyou can see by the pics that this wood has major issues and plz look and the website I referenced and you can see that I am not the only custumer to have this problem..and as far as the money amount goes the material was 5k the install was close to 4k and it all has to be ripped out and done again with proper material this is not about the money as it is about standing behind what you sell...if you say you will warranty your product than do so when there is a obvious problem don't just ignore it and blame the custumer Regards, [redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: there has been no solution provided by brazillian direct...all they do is blame us and they refuse to take responsibility for there product...everything in there response is a lie...we had the floor stored in the house with hvac on for months just like we were told to do..we measured moisture in the sub floor just like we were told....the experts who inspected my floor say that there is sap in the wood and that is why we are having bubbles and waves in the finish...there is a website dedicated the the problems with this companys wood [redacted] they have documented all the same problems very similar to what we have had...they are even thinking of a class action suit because there are so many complaints...and brazillian says they have never had this problem before..(lol)they delivered the flooring to the house so I don't understand why they say that they don't knw where it was stored during the months before it was installed...it was acclimating in the house just like it was suppost dobasically this company is a scam from what we can gather is is no more than a few people selling wood out of there house...they do not honor there year warranty on the finish..the only solution they had was to ask my installer if he could fix a few of the boards that were bad...my installer told them the whole floor is bad...some of out floor ha shrunk so much that its almost a half inch smaller on one side than the otherI have attached pics...to represent the issues I could take more similar pics..the 1rst pics shows the sap coming back through the wood and the 2nd is a pic of a section that shrunk up by half inch..you can see by the pics that this wood has major issues and plz look and the website I referenced and you can see that I am not the only custumer to have this problem..and as far as the money amount goes the material was 5k the install was close to 4k and it all has to be ripped out and done again with proper materialthis is not about the money as it is about standing behind what you sell...if you say you will warranty your product than do so when there is a obvious problem don't just ignore it and blame the custumer Regards, [redacted]
Revdex.com *** -complaint #***
k..when we called to complain he offered us $thanks you for a *** product and horrible service *** *** ***: do your research before you buy from dan c*** he sells a inferior product and does not stand behind it at allNeedless to say, statements such as this are frustrating, as I have dedicated years of my life to the hardwood flooring industryI have been an industry educator and a member of the NWFA National Wood Flooring Manufacture Association since I am knowledgeable with years in the hardwood flooring coatings industry and more recently specialized in importing tropical/exotic species from Brazil for the last yearsI decided to look into this at length and discovered some interesting information*Since the hardwood was delivered on Thursday June 23, 12:PM CST and then not installed (New construction) until August 15, as per installer, *** *** we have no idea where the wood was stored for up to weeksBrazilian Direct shipping partner Freight Quote has signed delivery documents confirming we delivered the hardwood flooring to Putney Place Hilton, NY on 06/23/We shipped Brazilian Cherry (***) Solid Prefinished 3/4" x 5" x RL 1'-7' Premium/A Grade sqft per box X boxes = sqftBased on the time lines, we are almost certain that the start of the problem with this hardwood flooring, happened on the front end, because it was not stored properly in a climate controlled space for several weeks in Erie PA, approximately miles from Lake Erie, in the summer of For a week in June and all of July, the wood sat in a new construction site where builders do not connect the HVAC until the end of the job, just before settlementAs per the Office of Assessor in Greece NY, the closing date for the sale of the house was August 29, By industry standards, any hardwood flooring not stored properly, for only a few weeks, could increase significantly in MCDuring the month of July in in Eric PA the average temperature was degrees and average humidity was over 75%If the hardwood was not properly stored in an air-conditioned/climate controlled space with a working operational HVAC system, the moisture content hardwood flooring significantly increasedProper MC in hardwood flooring, especially exotic hardwoods from Brazil, needs be at 7-8%This is necessary for a successful applicationIf the space was not climate controlled the hardwood would have acclimated to the hot and humid house with 70% MC moisture content and high humidityThe flooring would then have acclimatized to high humidity over 70%Improperly stored flooring, in a non-air conditioned space for a prolonged period of time (even just a few weeks), and could have increased the MC to 10-15%The flooring could have been ruined prior to installationAdditionally, prior to installation in new construction the plywood MC moisture content needs to be within 3-4% of each otherInstallation of an acclimated hardwood floor (Hardwood should be in the home for 1-week minimum prior to install) Plywood needs to be under 12% and hardwood floor should be no higher than 8%*** Finally, Brazilian Direct stands behind their product, so much that we shipped *** an additional boxes of wood (a $value) and refunded his credit card $However, what Brazilian Direct cannot do is be responsible for how the homeowner takes care of the floor after it is shipped from a controlled environment, that is, from acclimation in the home through installation and the years there after even after giving the customer all the information on how to do thisThis part is the responsibility of the homeowner, in this case, ***Therefore, if a customer does not properly store hardwood flooring, in a non-air conditioned space for a few weeks, the flooring will acclimate to the environment, which it was placedAcclimation for weeks prior to installation refers to a climate-controlled space with operational HVACFurthermore, you must add moisture (40%) during the month heating season and add humidity on your heating systemLess than that will be too dry for any hardwood flooring product & shrinkage will occurWe make our customers sign invoices that cover both of these in detailIf you choose to ignore both of these important items, you will have problems
***:we have had problems with the wood right from the start...almost half the original wood that was shipped was defective and not milled properly...we used what we could
and after tons of calls and emailing pics they replaced the defective boxesBD Ltdresponse: Brazilian Direct addressed this initial complaintWhen the wood shipped from the warehouse on June 23, 2011, some of the boxes did not have foam to protect the woodThe hardwood was scratched and some of the wood was unusableThis was not a milling issueThe wood was not defective as *** statesBrazilian Direct addressed the shipping related problem and shipped five additional boxes on August 23, Five was the number of boxes that *** told us was needed to complete the jobWe were unaware at the time that the hardwood was not stored properly for over weeks in a climate-controlled environment* A few months later *** pushed hard for a portion of his money backAt this point, we once again tried to accommodate him so we offered him $to resolve the claimOn October 2011, *** was refunded $to resolve the problemAt this point the claim was closedAs part of this settlement, a credit memo was signed stating…“By accepting this policy adjustment you are relieving Brazilian Direct Ltdof all past, present, and future liability regarding inconsistent finish and extra installation costs from invoice ***This agreed upon amount is a final, complete resolution.” This matter was closed at this time$was refunded to his credit card***: they replaced the defective boxesBD Ltdresponse: This is clearly stated in his emailAgain, BD cares about their customers so we addressed the shipping issues that damaged the hardwood with additional boxes of hardwood ($value)Additional cartons (square feet of Brazilian Cherry (***) Solid Prefinished 3/4" x 5" x RL 1'-7' Premium/A Grade Delivered Tuesday, Aug 12:PM CST ***: when our installers did the floor they kept saying the the wood was not milled properly and alot of iut didnt fit together right and had to be thrown out BD Ltdresponse: The floor was installed on August 15, The installer, *** ***, never called Brazilian Direct to discuss any of the alleged installation issuesEvery reputable installer should know that once you install the floor you own the installationWe were under the impression that the installation went on without any more problems and *** was satisfied***: since we finished the house we have had nothing but problems with the floor...first we started to get theese large gaps betwween the wood some so big you can see the sub floor underneath...now this last year or so the finish has been wearing off and we have waves in the clearcoat and bubbles coming back through we have had a inspector look at our floor and they siad the wood was not dried properly at the mill and most liley had lots of sap on the wood and is basically a inferior product BD Ltdresponse: We have heard occasionally from *** since the installation & settlementWe responded by telling him that he must have 40% MC (Moisture Content) in his home during the winter heating season and to add moistureAll hardwood floors expand in the summer & contract in the summer in the USAHow much they contract is directly related to how dry the environment is, the gapping is the direct result of dryness or lack of humidly*** signed the invoice when he purchased the floor that explains that weeks of acclimation was necessary and proper humidification (40%) was necessary during the heating seasonSigned in invoice #*** on 06/03/- Brazilian Direct, we strongly recommend waiting at least one week, preferably two, before installing your new flooringWe advise you to bring the wood into your home and run the HVAC system without a humidifier to help remove the excess moistureYou must remember in addition to the hardwood flooring, you will need to remove excess moisture in the plywood sub-floorThis will help your new flooring acclimate to its new environmentYour new floor requires that you maintain a relative humidity of to 50% in your homeThis will require having a humidifier on your HVAC systemBrazilian Direct has sold Brazilian Cherry nationally for over years and we have over 7,happy customersThis is the only current complaint on Brazilian Cherry in over yearsWhen you import batches of 11,sf per container, you cannot have an square foot problem in the middle of an 11,sf batchProblem hardwood flooring is specific to how it was stored, how long it acclimated (& acclimated to what) and how wet or dry the conditions of the home are during the month heating seasonIf our Brazilian Cherry (***) Solid Prefinished 3/4" x 5" x RL 1'-7' Premium /A Grade was defective as *** states, we would have had issues from distributors and contractors on the rest of the 10,square feet and we have notNot only did *** sign an invoice explaining how to care for his floors but also thereafter BD reminded him that if he did not provide the necessary moisture (40%) he would continue to dry his floor out and have issuesEvery year it appears that he gets the same resultsHe continues to and dries the floor down below acceptable levels ***: I have been working with dan c*** trying to come up wih a solution as my $10,floor needs to be replaced already and dan has been absolutley usless and has been no help at all basically they blame everyone but the productBD response: *** sent a threatening emailFrom: *** *** [mailto:***@yahoo.com] Sent: Friday, January 30, 10:AM To: [email protected] Subject: Re: Hardwood Flooring - Pricematch Weekend - Brazilian Direct your wood is junk..we spent grand on your floor for our brand new house years ago and our now getting ready to redo the floor the clear coat is peeling off and the milling on the wood was horrible...your company has cost me about 10k I make sre to tell as many people as I can never to order from you and I also will be writting bad review on all the major hard wood websites and the guy who owns the company is a p
Sincerely,Dan C***, PresidentBrazilian Direct, LtdPremium Exotic Hardwood Flooring,
Decking & LumberExceeding Customer Expectations for over years.Direct # ###-###-#### P ###-###-#### Ext# *** F ###-###-####***@brazilianhardwood.com
www.brazilianhardwood.com
Revdex.com [redacted] -complaint #[redacted]
k..when we called to complain he offered us $150 thanks you for a [redacted] product and horrible service [redacted]
face="Arial,sans-serif">[redacted]:we have had problems with the wood right from the start...almost half the original wood that was shipped was defective and not milled properly...we used what we could and after tons of calls and emailing pics they replaced the defective boxes.
BD Ltd. response: Brazilian Direct addressed this initial complaint. When the wood shipped from the warehouse on June 23, 2011, some of the boxes did not have foam to protect the wood. The hardwood was scratched and some of the wood was unusable. This was not a milling issue. The wood was not defective as **. [redacted] states. Brazilian Direct addressed the shipping related problem and shipped five additional boxes on August 23, 2011. Five was the number of boxes that **. [redacted] told us was needed to complete the job. We were unaware at the time that the hardwood was not stored properly for over 7 weeks in a climate-controlled environment. *
A few months later **. [redacted] pushed hard for a portion of his money back. At this point, we once again tried to accommodate him so we offered him $500.00 to resolve the claim. On October 7 2011, **. [redacted] was refunded $500 to resolve the problem. At this point the claim was closed.
As part of this settlement, a credit memo was signed stating…“By accepting this policy adjustment you are relieving Brazilian Direct Ltd. of all past, present, and future liability regarding inconsistent finish and extra installation costs from invoice [redacted]. This agreed upon amount is a final, complete resolution.” This matter was closed at this time. $500 was refunded to his credit card.
[redacted]: they replaced the defective boxes.
BD Ltd. response: This is clearly stated in his email. Again, BD cares about their customers so we addressed the shipping issues that damaged the hardwood with 5 additional boxes of hardwood ($700.00 value). Additional 5 cartons (116 square feet of Brazilian Cherry ([redacted]) Solid Prefinished 3/4" x 5" x RL 1'-7' Premium/A Grade Delivered Tuesday, Aug 23 2011 12:09 PM CST
[redacted]: when our installers did the floor they kept saying the the wood was not milled properly and alot of iut didnt fit together right and had to be thrown out
BD Ltd. response: The floor was installed on August 15, 2011. The installer, [redacted], never called Brazilian Direct to discuss any of the alleged installation issues. Every reputable installer should know that once you install the floor you own the installation. We were under the impression that the installation went on without any more problems and **. [redacted] was satisfied.
[redacted]: since we finished the house we have had nothing but problems with the floor...first we started to get theese large gaps betwween the wood some so big you can see the sub floor underneath...now this last year or so the finish has been wearing off and we have waves in the clearcoat and bubbles coming back through we have had a inspector look at our floor and they siad the wood was not dried properly at the mill and most liley had lots of sap on the wood and is basically a inferior product
BD Ltd. response: We have heard occasionally from **. [redacted] since the installation & settlement. We responded by telling him that he must have 40% MC (Moisture Content) in his home during the winter heating season and to add moisture. All hardwood floors expand in the summer & contract in the summer in the USA. How much they contract is directly related to how dry the environment is, the gapping is the direct result of dryness or lack of humidly. **. [redacted] signed the invoice when he purchased the floor that explains that 2 weeks of acclimation was necessary and proper humidification (40%) was necessary during the heating season.
Signed in invoice #[redacted] on 06/03/2011 - Brazilian Direct, we strongly recommend waiting at least one week, preferably two, before installing your new flooring. We advise you to bring the wood into your home and run the HVAC system without a humidifier to help remove the excess moisture. You must remember in addition to the hardwood flooring, you will need to remove excess moisture in the plywood sub-floor. This will help your new flooring acclimate to its new environment. Your new floor requires that you
maintain a relative humidity of 40 to 50% in your home. This will require having a humidifier on your HVAC system.
Brazilian Direct has sold Brazilian Cherry nationally for over 12 years and we have over 7,000 happy customers. This is the only current complaint on Brazilian Cherry in over 12 years. When you import batches of 11,000 sf per container, you cannot have an 815 square foot problem in the middle of an 11,000 sf batch.
Problem hardwood flooring is specific to how it was stored, how long it acclimated (& acclimated to what) and how wet or dry the conditions of the home are during the 6 month heating season. If our Brazilian Cherry ([redacted]) Solid Prefinished 3/4" x 5" x RL 1'-7' Premium /A Grade was defective as **. [redacted] states, we would have had issues from distributors and contractors on the rest of the 10,000 square feet and we have not.
Not only did **. [redacted] sign an invoice explaining how to care for his floors but also thereafter BD reminded him that if he did not provide the necessary moisture (40%) he would continue to dry his floor out and have issues. Every year it appears that he gets the same results. He continues to and dries the floor down below acceptable levels
[redacted]: I have been working with dan c[redacted] trying to come up wih a solution as my $10,000 floor needs to be replaced already and dan has been absolutley usless and has been no help at all basically they blame everyone but the product...
BD response: **. [redacted] sent a threatening email.
From: [redacted] [mailto:[redacted]@yahoo.com] Sent: Friday, January 30, 2015 10:38 AM To: [email protected] Subject: Re: Hardwood Flooring - Pricematch Weekend - Brazilian Direct
your wood is junk..we spent 5 grand on your floor for our brand new house 3 years ago and our now getting ready to redo the floor the clear coat is peeling off and the milling on the wood was horrible...your company has cost me about 10k I make sre to tell as many people as I can never to order from you and I also will be writting bad review on all the major hard wood websites and the guy who owns the company is a p
[redacted]: do your research before you buy from dan c[redacted] he sells a inferior product and does not stand behind it at all.
Needless to say, statements such as this are frustrating, as I have dedicated 30 years of my life to the hardwood flooring industry. I have been an industry educator and a member of the NWFA National Wood Flooring Manufacture Association since 1984. I am knowledgeable with 17 years in the hardwood flooring coatings industry and more recently specialized in importing 8 tropical/exotic species from Brazil for the last 13 years. I decided to look into this at length and discovered some interesting information.
*Since the hardwood was delivered on Thursday June 23, 2011 12:42 PM CST and then not installed (New construction) until August 15, 2011 as per installer, [redacted] we have no idea where the wood was stored for up to 7 weeks. Brazilian Direct shipping partner Freight Quote has signed delivery documents confirming we delivered the hardwood flooring to 31 Putney Place Hilton, NY 14468 on 06/23/2011. We shipped Brazilian Cherry ([redacted]) Solid Prefinished 3/4" x 5" x RL 1'-7' Premium/A Grade 23.3 sqft per box X 35 boxes = 815 sqft. Based on the time lines, we are almost certain that the start of the problem with this hardwood flooring, happened on the front end, because it was not stored properly in a climate controlled space for several weeks in Erie PA, approximately 5 miles from Lake Erie, in the summer of 2011. For a week in June and all of July, the wood sat in a new construction site where builders do not connect the HVAC until the end of the job, just before settlement. As per the Office of
Assessor in Greece NY, the closing date for the sale of the house was August 29, 2011. By industry standards, any hardwood flooring not stored properly, for only a few weeks, could increase significantly in MC. During the month of July in 2011 in Eric PA the average temperature was 85 degrees and average humidity was over 75%.
If the hardwood was not properly stored in an air-conditioned/climate controlled space with a working operational HVAC system, the moisture content hardwood flooring significantly increased. Proper MC in hardwood flooring, especially exotic hardwoods from Brazil, needs be at 7-8%. This is necessary for a successful application. If the space was not climate controlled the hardwood would have acclimated to the hot and humid house with 70% MC moisture content and high humidity. The flooring would then have acclimatized to high humidity over 70%. Improperly stored flooring, in a non-air conditioned space for a prolonged period of time (even just a few weeks), and could have increased the MC to 10-15%. The flooring could have been ruined prior to installation.
Additionally, prior to installation in new construction the plywood MC moisture content needs to be within 3-4% of each other. Installation of an acclimated hardwood floor (Hardwood should be in the home for 1-2 week minimum prior to install) Plywood needs to be under 12% and hardwood floor should be no higher than 8%.
[redacted]
Finally, Brazilian Direct stands behind their product, so much that we shipped **. [redacted] an additional 5 boxes of wood (a $700.00 value) and refunded his credit card $500. However, what Brazilian Direct cannot do is be responsible for how the homeowner takes care of the floor after it is shipped from a controlled environment, that is, from acclimation in the home through installation and the years there after even after giving the customer all the information on how to do this. This part is the responsibility of the homeowner, in this case, **. [redacted].
Therefore, if a customer does not properly store hardwood flooring, in a non-air conditioned space for a few weeks, the flooring will acclimate to the environment, which it was placed. Acclimation for 2 weeks prior to installation refers to a climate-controlled space with operational HVAC. Furthermore, you must add moisture (40%) during the 6 month heating season and add humidity on your heating system. Less than that will be too dry for any hardwood flooring product & shrinkage will occur.
We make our customers sign invoices that cover both of these in detail. If you choose to ignore both of these important items, you will have problems.
Sincerely,
Dan C[redacted], President
Brazilian Direct, Ltd.
Premium Exotic Hardwood Flooring,
Decking & Lumber.
Exceeding Customer Expectations for over 13 years.
Direct # ###-###-####
P ###-###-#### Ext. # [redacted]
F ###-###-####
[redacted]@brazilianhardwood.com
www.brazilianhardwood.com
[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 Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
there has been no solution provided by brazillian direct...all they do is blame us and they refuse to take responsibility for there product...everything in there response is a lie...we had the floor stored in the house with hvac on for 2 months just like we were told to do..we measured moisture in the sub floor just like we were told....the experts who inspected my floor say that there is sap in the wood and that is why we are having bubbles and waves in the finish...there is a website dedicated the the problems with this companys wood [redacted] they have documented all the same problems very similar to what we have had...they are even thinking of a class action suit because there are so many complaints...and brazillian says they have never had this problem before..(lol)
they delivered the flooring to the house so I don't understand why they say that they don't knw where it was stored during the 2 months before it was installed...it was acclimating in the house just like it was suppost do
basically this company is a scam from what we can gather is is no more than a few people selling wood out of there house...they do not honor there 25 year warranty on the finish..
the only solution they had was to ask my installer if he could fix a few of the boards that were bad...my installer told them the whole floor is bad...some of out floor ha shrunk so much that its almost a half inch smaller on one side than the other
I have attached 2 pics...to represent the issues I could take 100 more similar pics..the 1rst pics shows the sap coming back through the wood and the 2nd is a pic of a section that shrunk up by half inch..
you can see by the pics that this wood has major issues and plz look and the website I referenced and you can see that I am not the only custumer to have this problem..and as far as the money amount goes the material was 5k the install was close to 4k and it all has to be ripped out and done again with proper material
this is not about the money as it is about standing behind what you sell...if you say you will warranty your product than do so when there is a obvious problem don't just ignore it and blame the custumer
Regards,
[redacted]
Revdex.com – Complaint ID # [redacted] RE: - [redacted]Bensalem, PA [redacted]Daytime Phone: ###-###-####E-mail: [redacted].com We have diligently considered the claims and concerns raised by [redacted] in her letter to the Revdex.com on 10/10/2017. To review, [redacted]...
purchased [redacted] ([redacted]) Solid Prefinished 3/4" x 3" x RL 1'-7' Premium A Grade Flooring. 21sf/carton. 17 cartons = 357sf. on September 6, 2016 over 13 months ago.On the invoice [redacted] signed it states:"NOTE: Product claims must be made BEFORE installation. Flooring must be inspected for quality of manufacture/grade and moisture content. Take and document moisture readings of flooring and subfloor before installation - must be within 3% of each other or DO NOT INSTALL. It is our responsibility to provide a dry, well manufactured product but it is your responsibility to confirm this BEFORE installation."In addition, the invoice states: “No claim will be accepted if not made within 30 days of receipt of material.”[redacted] flooring was delivered on September 6, 2016. According to [redacted], one box of flooring was damaged in shipping therefore she was sent another box. This was an additional 21 square feet of flooring she was sent at No Charge. Since then we have not heard from her until she submitted her letter to the Revdex.com. In her letter to the Revdex.com, [redacted] states: “i purchased 13 boxes of [redacted] and what I got was 13 boxes of [redacted] paraquay which I did not order. If the [redacted] been of comparable quality I would have accepted it. The wood was riddled with small black knots in noticeable areas and they were on over half of the wood. This is not what I ordered and I cannot use this wood which is not better than builder's grade. I believe I builders direct should replace about 7 boxes of their wood and give me bolivian [redacted] that I was suppose to get and not this crap from Paraquay.”[redacted]: I purchased 13 boxes of [redacted] and what I got was 13 boxes of [redacted] paraquay which I did not order.BD response: BD delivered 17 boxes ([redacted] purchased 17 not 13 boxes) of [redacted] ([redacted]) Solid Prefinished ¾ x 3 x RL 1’-7’ Premium A Grade Flooring. Scientific Name, Other Names: [redacted], Patagonian Cherry, which is imported from many regions of South America. This is a natural unstained product. [redacted]: If the woodmhad been of comparable quality I would have accepted it. The wood was riddled with small black knots in noticeable areas and they were on over half of the wood. This is not what I ordered and I cannot use this wood which is not better than builder's grade.BD response: By signing the invoice [redacted] accepted the flooring. Additionally, she had 30 days of receipt of material to issue a claim if she felt there was a problem with the wood. Again, Brazilian [redacted] is called different names however, it is the same wood. All wood is Premium A Grade Flooring not builders grade. [redacted] ordered 17 boxes of [redacted] ([redacted]), * was delivered and signed for 17 boxes of [redacted] ([redacted]). 7 boxes would not be half of the wood. The customer is reminded to order 7-8 % waste multiple ways via our website, initial email, invoice and installation instructions. “Waste and cullage” is a NWFA recommended extra amount of flooring that in effect covers any natural defect, knots, minor splits, milling defect, as well as contractor cuts. If a board has damage or has a milling defect the board is not a complete loss. A competent installer can cut out what's bad and use what’s good. Since Brazilian exotic/tropical woods make up only 10% on the hardwood market, many installers are only experienced with using softer domestic species. We strongly recommend choosing an NWFA certified professional hardwood flooring contractor that has experience with exotics.[redacted]Invoice available upon written request*Installation instructions were email after purchase on 06/16/2016.[redacted] - Prefinished Installation Guidelines –Brazilian Direct Ltd. Flooring Inquiry Posted: 2016-06-16 07:38:06by Shannon O[redacted]Thank you for your request.Since Brazilian exotic/tropical woods make up only 10% on the hardwood market, many installers are only experienced with using softer domestic species. We strongly recommend choosing an NWFA certified professional hardwood flooring contractor that has experience with exotics. Your installer can assist you in calculating final square foot amounts.You must remember in addition to the hardwood flooring, you will need to remove excess moisture in the plywood sub-floor. Solid Hardwood Flooring should be acclimated in the *unopened* boxes/cartons. Successful Acclimation means the subfloor & the hardwood flooring are within 2-3% moisture of each other. The hardwood flooring is no higher than 7-8% and the plywood subfloor needs to be less than 11-12 %.In order to install pre-finished 3/4" hardwood flooring you will need these materials:1. Appropriate amount of hardwood flooring (including 7-8% waste) acclimated for 1-2 weeks (acclimation period pertains to solid flooring, not engineered).2. A 3/4" CDX grade plywood or OSB PS2 rated underlayment, existing or installed.3. A nail or cleat gun that can deliver ~90lbs/square inch of pressure. Using excessive pressure will cause flooring tongues to break and may cause other installation problems. We recommend [redacted]ers4. 18 gauge, (Thinner less splitting) 2" or 1 3/4" cleats (Not staples) / Pneumatic (air driven) or tradition power nailers (manual) can be used.18 Gage Cleats OR4. 16 gauge, (Traditional) 2" or 1 3/4" cleats (Not staples) / Pneumatic (air driven) or tradition power nailers (manual) can be used.16 Gage CleatsBrazilian Direct recommends using Cleats over Staples during the installation of exotic 3/4" solid, as staples often hold the flooring too tightly and restrict the natural expansion and contraction of the hardwood. http://www.[redacted].com/home/[redacted].htm5. 15 lb. black roofing paper for underlayment.6. Any trim necessary for completion of the project.The contractor will tightly and firmly move each board into place, nailing through the tongue of each board every 8" and on every joist below. Your new hardwood flooring will need to be installed perpendicular to the joists below.These are just basic guidelines for typical solid hardwood flooring installations. Since every job is different, we strongly recommend choosing a certified NWFA professional for a successful installation.Additional TipsTake and document moisture readings of both flooring material and subfloor PRIOR TO INSTALLATION. If the moisture readings are not within 3% DO NOT INSTALL. Allow additional acclimation time.Do not install this wood if you are not satisfied with the MILLING, NATURAL COLORS, or FINISH.If the shorter pieces in these bundles will not look best in certain areas, accumulate these and install them in a more agreeable or less visible area (like a closet). Any adjustments made to placement of individual pieces should be done while racking out of the floor, prior to installing. Once the flooring is installed, exchanges or replacing individual pieces is no longer an option.Install or leave felt pads on everything touching the floor.It is best to not REPLACE CARPETS FOR THREE - SIX MONTHS as all exotic floors will oxidize from the UV rays of the sun and DARKEN.Clean only with an approved hardwood Flooring Maintenance Kit. Do not wax this floor. Do not use vinegar and water on this floor.Please don't hesitate to contact me with any additional questions you may have.ANY other question please SEE: NWFA (Industry website:) at http://www.nwfa.org/[redacted]: I believe I builders direct should replace about 7 boxes of their wood and give me bolivian [redacted] that I was suppose to get and not this crap from Paraquay.”BD response: Our company’s name is Brazilian Direct not [redacted] which is a competitor. Could [redacted] have ordered additional wood from another company therefore the flooring in question was not purchased from BD? Additionally, BD did send an additional box on 10/20/2016 due to damages, according to [redacted], that occurred in shipping which is outside of BDs control. Finally, Brazilian Direct cannot accept flooring from an order over a year later whether or not it was installed. If the flooring was not installed, we have no knowledge of the conditions to which the flooring has been exposed 12 months later. If the wood was installed a competent installer should have inspected the product for suitability prior to installation. The installer as final inspector, should never install product deemed unsatisfactory. As we have discussed above, we cannot take back flooring that is installed; we added this note in bold at the bottom of each page of the signed/proof-read invoice.Warranty information can be found on line at: http://www.[redacted].com/products/warranty.php Sincerely, Brazilian Direct, LtdDan C[redacted], President
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Complaint: [redacted]
I am rejecting this response because: there has been no solution provided by brazillian direct...all they do is blame us and they refuse to take responsibility for there product...everything in there response is a lie...we had the floor stored in the house with hvac on for 2 months just like we were told to do..we measured moisture in the sub floor just like we were told....the experts who inspected my floor say that there is sap in the wood and that is why we are having bubbles and waves in the finish...there is a website dedicated the the problems with this companys wood [redacted] they have documented all the same problems very similar to what we have had...they are even thinking of a class action suit because there are so many complaints...and brazillian says they have never had this problem before..(lol)they delivered the flooring to the house so I don't understand why they say that they don't knw where it was stored during the 2 months before it was installed...it was acclimating in the house just like it was suppost dobasically this company is a scam from what we can gather is is no more than a few people selling wood out of there house...they do not honor there 25 year warranty on the finish..the only solution they had was to ask my installer if he could fix a few of the boards that were bad...my installer told them the whole floor is bad...some of out floor ha shrunk so much that its almost a half inch smaller on one side than the otherI have attached 2 pics...to represent the issues I could take 100 more similar pics..the 1rst pics shows the sap coming back through the wood and the 2nd is a pic of a section that shrunk up by half inch..you can see by the pics that this wood has major issues and plz look and the website I referenced and you can see that I am not the only custumer to have this problem..and as far as the money amount goes the material was 5k the install was close to 4k and it all has to be ripped out and done again with proper materialthis is not about the money as it is about standing behind what you sell...if you say you will warranty your product than do so when there is a obvious problem don't just ignore it and blame the custumer
Regards,
[redacted]