Buy Direct

I am once again sorry for the problem with your floor But We had a independent inspector the rep for the company myself and the installer that all inspected the floor and it was 100% water damage and that is why the floor is warping I have called armstrong and they will not cover a floor that has had water damage While my hardwood floor guy was there inspecting the floor the dog went pee right then There is nothing Buy Direct can do with a floor that is water damaged Thanks

We are really sorry for what has happen here getting a new floor is so exciting We installed this floor which is a Armstrong product and after the install she was complaining about the seams bubbling up and warping So I went out there and clearly it was water damage so I had a rep from armstrong go to the home to look at the material and see if there was a defect in the material They also said it was clearly water damage from the back door and also she has dogs that use the bathroom on the laminate so it is ruining the floor Lots of rain water as well came through the back door and under the floor But the pee from the dogs has also damaged it We only can cover floors if armstrong decides that it is a defect but this was clearly something that was water damage We are sorry for the situation but it is clearly damage from the water

We feel we have done everything possible to satisfy this customer Buy Direct replaced the original floor and paid for the material and labor costs to do so.As explained to the customer the floor is a "staple down floor" not a glue down floor Installers do a routine inspection (checking the floor for marks, gaps etc before leaving the jobsite)There were small children running throughout the home during and just after completion of the install There were several other trades in the home after the floor was installed i.eelectricians,countertopinstallers etcThis was confirmed by the customer and the installers that could see the electrical was incomplete along with countertops not installed etc As explained to the customer after several inspectionsAWe do not use glue to install the floor B: The floor was inspected prior to leaving the homeC: As admitted by thehomeowner there were several other trades in the home after the floor was installed The spouse had even called the store to ask how to get adhesive off the floor left by the counter top installers Although, Buy Direct wants to make sure every customer is happy with their floor, we are unable to control what happens to the floor after we have left the job site After repeated aggressive and inappropriate phone calls including late night (12:am) phone calls to sales staff cell phone numbers Staff was instructed to block calls to personal numbers, although our office is open dailyWe regret that this customer feels their floor was damaged,but unfortunately we are unable to replace a floor damaged by whoever had walked or worked on the home after completion of the floor

This carpet install had some areas on the stairs the customer was dissatisfied with and they were corrected and replaced

Complaint: ***
I am rejecting this response because the damage was not just by the back door, it was throughout the entire level. How do explain the delamination in front of the stove, and the warping in areas where there was no water. The dog peed ONCE, and it soaked it faster than it should have. The floor is supposedly able to withstand water from kitchen activity, but it obvious doesn't. But water damage aside, there were damaged boards from the install that never got repaired either. The one repair I FINALLY got them to do, they never finished. But, they got their money, so what do they care.
Sincerely,
*** ***

Check has already been cut and is ready for them to pick up thursday January 12th.  We were just waiting for all the facts cause they did not come to us wtih the dispute until 6 months later so we had to find all the paper work to make sure it was the right amount.  But this has been...

resolved

We never heard from this guy until 1 week ago and actually the floor was put in over 2 years ago.  He could come in and get a receipt anytime he wanted to we cant figure out what the issue is on a receipt.  The floor is a armstrong floor and some joints are pulling apart but that is...

something that is warrantied through armstrong and they are scheduled to come look over the floor to see if there is a problem.  Buy Direct and the installer did there part and the customer did not contact us until 1 week ago after being installed for 2 years.

We feel we have done everything possible to satisfy this customer.  Buy Direct replaced the original floor and paid for the material and labor costs to do so.As explained to the customer the floor is a "staple down floor" not a glue down floor.  Installers do a routine inspection (checking...

the floor for marks, gaps etc before leaving the jobsite)There were 3 small children running throughout the home during and just after completion of the install.  There were several other trades in the home after the floor was installed i.e. electricians,countertopinstallers etc. This was confirmed by the customer and the installers that could see the electrical was incomplete along with countertops not installed etc.  As explained to the customer after several inspections. A. We do not use glue to install the floor.  B: The floor was inspected prior to leaving the home. C: As admitted by thehomeowner there were several other trades in the home after the floor was installed.  The spouse had even called the store to ask how to get adhesive off the floor left by the counter top installers.  Although, Buy Direct wants to make sure every customer is happy with their floor, we are unable to control what happens to the floor after we have left the job site.  After repeated aggressive and inappropriate phone calls including late night (12:30 am) phone calls to sales staff cell phone numbers.  Staff was instructed to block calls to personal numbers, although our office is open daily. We regret that this customer feels their floor was damaged,but unfortunately we are unable to replace a floor damaged by whoever had walked or worked on the home after completion of the floor.

Complaint: [redacted]
I am rejecting this response because:  I have already responded to this saying that all I want after a month and a half of trying to get this corrected and it's STILL not corrected is a refund on the stairs.  I would prefer another company who doesn't drag me through these ridiculous hoops to come and re-do the job.  They said that they have the carpet on back order again (which is what they told me 3 weeks ago), and who knows how long this will take.
Sincerely,
[redacted]

We have already ordered a new piece of carpet to replace stairs and get this customer 100 percent taken care of.  The carpet is on back order but as soon as we get it we will replace the stairs and get here satisfied.  Thanks

I am once again sorry for the problem with your floor.  But We had a independent inspector the rep for the company myself and the installer that all inspected the floor and it was 100% water damage and that is why the floor is warping.  I have called armstrong and they will not cover a floor that has had water damage.  While my hardwood floor guy was there inspecting the floor the dog went pee right then.  There is nothing Buy Direct can do with a floor that is water damaged.  Thanks

We are really sorry for what has happen here getting a new floor is so exciting.  We installed this floor which is a Armstrong product and after the install she was complaining about the seams bubbling up and warping.  So I went out there and clearly it was water damage so I had a rep from...

armstrong go to the home to look at the material and see if there was a defect in the material.  They also said it was clearly water damage from the back door and also she has dogs that use the bathroom on the laminate so it is ruining the floor.  Lots of rain water as well came through the back door and under the floor.  But the pee from the dogs has also damaged it.  We only can cover floors if armstrong decides that it is a defect but this was clearly something that was water damage.   We are sorry for the situation but it is clearly damage from the water.