Initial Business Response /* (1000, 5, 2015/05/18) */
When discussing a job with a potential client, we do go over the needs of the floor, in this case, the humidity level neededWhen Mssigned the contract it did include the humidity issuesThe floor needs to be maintained between - %
humidityShe was aware of this before we started the jobUnfortunately even if we were to repair her floor, unless she gets and maintains a humidifier the floor will warp again, without proper humidificationWe can provide a copy of the signed contract if necessary
***verified over telephone
Initial Consumer Rebuttal /* (3000, 7, 2015/05/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I find the response from Castle Flooring to be completely unsatisfactory as it does not take accountability for the installation error that has been verified by a third party inspector hired by HSS or offer any form of solution
The inspection report clearly states "The floor being out of flatness will cause the type of gap observed with this installation." I cannot understand how this could be clearer and why there is still any question regarding Castle Flooring's liability
The inspector DID NOT say humidity issues have caused the gapWhile the inspection report does mention the home is not kept in a controlled environmental condition, the moisture levels within the materials were found to be averageWhen the owner of Castle Flooring came to my home his humidity reader did find very low humidity levels, but this is suspect as I have been unable to replicate these readings with other humidity detectors
The more I have to deal with Castle Flooring the more unprofessional I find themThey do not care about me as a customer because they already got my moneyThis is a hazard in my home that impacts my family and the abilty to use our living space every day!
Final Consumer Response /* (3000, 11, 2015/05/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The inspector said the gap was caused by the uneven subfloorThe humidity level was mentioned in the inspection report, but not found to be the root cause of the massive gapThe humidity in the boards was found to be average and no unusual shrinkage or expansion was identified by the inspectorCastle Flooring's humidity readings are suspicious he was able to obtain readings of 15-21% within the same room within a few minutes? I have never been able to replicate these low readings
*** now admits he recommended sending out one of his guys at my expense, but why should I have to pay anyone extra money to repair an installation error that should be under warranty?
I requested a proposal from Castle Flooring before the Memorial Holiday as I was having major surgery this week, but was told *** was going on vacation and may get something together this weekI don't understand how this company can be allowed to honor warranties only when it feels like itI also don't understand why they refuse to address the subfloor issue in their response
Final Business Response /* (4000, 13, 2015/05/29) */
when I was out there during the winter to look at the floor the crack that she is talking about was a 1/of the way into the floor,since she did not take care of the humidity level,and still refuse to,her floor split the rest of the way which would not have happen,her spilt in the floor has nothing to do with an1/inch height difference,we asked that she humidify so that the floor would come back together and she agreed at that time to do this,and then id send one of my guys out to work with her directly if the floor didnt come together,its only gotten worse since then because of low humidity
Initial Business Response /* (1000, 5, 2015/05/18) */
When discussing a job with a potential client, we do go over the needs of the floor, in this case, the humidity level neededWhen Mssigned the contract it did include the humidity issuesThe floor needs to be maintained between - %
humidityShe was aware of this before we started the jobUnfortunately even if we were to repair her floor, unless she gets and maintains a humidifier the floor will warp again, without proper humidificationWe can provide a copy of the signed contract if necessary
***verified over telephone
Initial Consumer Rebuttal /* (3000, 7, 2015/05/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I find the response from Castle Flooring to be completely unsatisfactory as it does not take accountability for the installation error that has been verified by a third party inspector hired by HSS or offer any form of solution
The inspection report clearly states "The floor being out of flatness will cause the type of gap observed with this installation." I cannot understand how this could be clearer and why there is still any question regarding Castle Flooring's liability
The inspector DID NOT say humidity issues have caused the gapWhile the inspection report does mention the home is not kept in a controlled environmental condition, the moisture levels within the materials were found to be averageWhen the owner of Castle Flooring came to my home his humidity reader did find very low humidity levels, but this is suspect as I have been unable to replicate these readings with other humidity detectors
The more I have to deal with Castle Flooring the more unprofessional I find themThey do not care about me as a customer because they already got my moneyThis is a hazard in my home that impacts my family and the abilty to use our living space every day!
Final Consumer Response /* (3000, 11, 2015/05/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The inspector said the gap was caused by the uneven subfloorThe humidity level was mentioned in the inspection report, but not found to be the root cause of the massive gapThe humidity in the boards was found to be average and no unusual shrinkage or expansion was identified by the inspectorCastle Flooring's humidity readings are suspicious he was able to obtain readings of 15-21% within the same room within a few minutes? I have never been able to replicate these low readings
*** now admits he recommended sending out one of his guys at my expense, but why should I have to pay anyone extra money to repair an installation error that should be under warranty?
I requested a proposal from Castle Flooring before the Memorial Holiday as I was having major surgery this week, but was told *** was going on vacation and may get something together this weekI don't understand how this company can be allowed to honor warranties only when it feels like itI also don't understand why they refuse to address the subfloor issue in their response
Final Business Response /* (4000, 13, 2015/05/29) */
when I was out there during the winter to look at the floor the crack that she is talking about was a 1/of the way into the floor,since she did not take care of the humidity level,and still refuse to,her floor split the rest of the way which would not have happen,her spilt in the floor has nothing to do with an1/inch height difference,we asked that she humidify so that the floor would come back together and she agreed at that time to do this,and then id send one of my guys out to work with her directly if the floor didnt come together,its only gotten worse since then because of low humidity