Castle Floors

This complaint is partially true.  A technical moisture test with documented results was not performed at this site.  Our installer of many years' experience had determined that this floor was dry enough to install this floor.  All indications were consistent with a proper...

installation.  No issues at the time (even as described by the customer) showed no unusual moisture present.  The inspector admitted that even with a perfect moisture test, the condition which occurred here would have occurred independent of our installation.  We become responsible because we did not document a moisture test. We have been attentive to this situation and I (owner) and the Karndean rep went out to see this floor before an inspector went and checked the floor.  We have ordered more material to fix this floor.  We are aware of an additional application required to abate the moisture situation before reinstallation.  Our installer that originally installed this floor and returned at one time to attempt to correct it, just buried his son last week and his been a little bit unavailable recently.  We expect to have him return to make this floor right within the next week or so.  Customer will be notified of this and will be given a specific date for his return as soon as we know.Thank you, Dean M[redacted]....President Castle Floors

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

 

Regards,

I was not counseled not to put underlayment under this floor and do not admit to it. [redacted] informed me he had not used an underlayment before. I informed [redacted] that [redacted] company, approves of an underlayment and [redacted] was to check with his company representative and make sure he got a recommended underlayment which he did not do. If [redacted] had why will the company representative not even show his face or [redacted] give me his phone#?

The underlayment [redacted] sold us is not an approved product by the [redacted] Company. Technical service has told me it is the wrong underlayment.

Their has been no Post purchase service. [redacted] will not answer a phone call from me, e-mails or even a certified letter. Is this customer service. Ask him for his reply to my certified letter?

Castle Floors advertises a satisfaction guarantee on their website.

 

[redacted] or a company representative have not even been on site. So how would they know their is nothing wrong with the materials the supplied.

I paid $50.00 extra for the delivery of the product to site.

Why has it taken [redacted] so long to reply to Revdex.com? [redacted] is blowing you off the same has to me. 

 

The friend that helped me install it was a very good flooring installer from North Dakota.

Their has been no post service with this product at all, [redacted] will not take a phone call from me.

This complaint is partially true.  A technical moisture test with documented results was not performed at this site.  Our installer of many years' experience had determined that this floor was...

dry enough to install this floor.  All indications were consistent with a proper installation.  No issues at the time (even as described by the customer) showed no unusual moisture present.  The inspector admitted that even with a perfect moisture test, the condition which occurred here would have occurred independent of our installation.  We become responsible because we did not document a moisture test. We have been attentive to this situation and I (owner) and the Karndean rep went out to see this floor before an inspector went and checked the floor.  We have ordered more material to fix this floor.  We are aware of an additional application required to abate the moisture situation before reinstallation.  Our installer that originally installed this floor and returned at one time to attempt to correct it, just buried his son last week and his been a little bit unavailable recently.  We expect to have him return to make this floor right within the next week or so.  Customer will be notified of this and will be given a specific date for his return as soon as we know.
Thank you, Dean M[redacted]....President Castle Floors

Excellent customer service, excellent prices. I live out of state and Jim helped me pick a style that read beautiful and within my budget. He texted pictures and kept me updated about installation process. Fantastic job installing the floors, everything went flawlessly. We replaced the flooring in the entire home.

Quality materials and great prices.

The following is the statement(s) from the flooring manufacturer regarding the customer's claim:

"The underlayment sold us is not an approved producgt by the [redacted] Company". Our response, We do not recommend any underlayment products for use under our flooring. That is for the underlayment manufacturer to determine if their product is suitable under [redacted], [redacted]'s or any other [redacted] manufacturer's.

"Technical Services (Wayne Patrick) has told me it was the wrong underlayment. Our response. The same as in the first point. We will always defer the acceptability of any product under our flooring to the manufacturer of the selected product. 

 

"The friend that helped me install the floor is "a very good floor installer from North Dakota". Our response. If he is "a very good installer", he would have the experience to recommend the proper underlayment for use under [redacted].

 

We stand by our statement that the customer was advised NOT to use underlayment. In fact, he was thus advised multiple times and by different people here. his product is properly installed directly to the floor with NO underlayment. He has admitted to this instruction but asserted that his installer was familiar with the product and installation and encouraged him to do it. We provided him with an underlay product that states specifically that it is fit for use under [redacted] and [redacted] products. This is a customer INSTALLATION related issue and has nothing to do with the product sold. Â If we had installed this product according to our advice, there would be no issue. We were not hired to do so. Â We recommend that the customer remove the underlay that he says is the problem and install it properly.

 

Thank you.

Customer purchased flooring and was counseled NOT to put underlayment under this floor (he admits this).  He continually insisted on using and underlayment.  An APPROVED product was...

provided.  He (with a friend) installed the floor.  He has been in contact with the technical services department of the manufacturer about proper installation details.  There has been considerable post purchase service.  We delivered product to site to allow for acclimation.  We referred him to the technical services when his specific questions went beyond what we could answer for him.  From all indications, there is nothing wrong with the materials he installed.  Thank you for your attention to this matter.

Castle Floors

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

 

Regards,

I was not counseled not to put underlayment under this floor and do not admit to it. [redacted] informed me he had not used an underlayment before. I informed [redacted] that [redacted] company, approves of an underlayment and [redacted] was to check with his company representative and make sure he got a recommended underlayment which he did not do. If [redacted] had why will the company representative not even show his face or [redacted] give me his phone#?

The underlayment [redacted] sold us is not an approved product by the [redacted] Company. Technical service has told me it is the wrong underlayment.

Their has been no Post purchase service. [redacted] will not answer a phone call from me, e-mails or even a certified letter. Is this customer service. Ask him for his reply to my certified letter?

Castle Floors advertises a satisfaction guarantee on their website.

 

[redacted] or a company representative have not even been on site. So how would they know their is nothing wrong with the materials the supplied.

I paid $50.00 extra for the delivery of the product to site.

Why has it taken [redacted] so long to reply to Revdex.com? [redacted] is blowing you off the same has to me. 

 

The friend that helped me install it was a very good flooring installer from North Dakota.

Their has been no post service with this product at all, [redacted] will not take a phone call from me.

Review: They sold me the wrong underlayment for [redacted] flooring and will not even call me back. They have my money and I am SOL. No service with the saleDesired Settlement: I would like the underlayment replaced by them at no charge

Business

Response:

Customer purchased flooring and was counseled NOT to put underlayment under this floor (he admits this). He continually insisted on using and underlayment. An APPROVED product was provided. He (with a friend) installed the floor. He has been in contact with the technical services department of the manufacturer about proper installation details. There has been considerable post purchase service. We delivered product to site to allow for acclimation. We referred him to the technical services when his specific questions went beyond what we could answer for him. From all indications, there is nothing wrong with the materials he installed. Thank you for your attention to this matter.

We are extremely pleased with our new floor from Castle Floor. We are also pleased with the honesty of the sales person who dealt with us. The installers were excellent and efficient. I have already recommended Castle Floors to one of our neighbors.