I am writing to inform you that Christian Flooring has resolved the flooring issue with Mr [redacted] On October 7th we provided new material and replaced/fixed the flooring area in question On numerous occasions between 8/1/and the beginning of October we had made several attempts to fix the floor and transitions in question to meet his expectations and due to product failures were unable to do so We came to a decision with Mr [redacted] around the middle of September to do more of a replacement as opposed to a fixing of existing material, which was completed at the beginning of last month We have heard of no issues with the newly installed floor at their home.Kind Regards, Paul [redacted] Operations ManagerChristian Flooring [redacted] ***
See Attached "word" file attached The Issue: 7mm laminate floor, lot CM1-14-10/16/MADE IN USA (fig.1), swelling and de-laminating in different areas of installation site ( [redacted] ***) two months after installation (April 2013) Fig In summary (fig & 4) the Manufacturer letter (November 5, 2013) states that the samples submitted “were not suitable for testing of the tongue and groove.” They state in the beginning of the letter that “there are number of issues that can cause gapping ”They continue further in the letter that “the only thing that can cause a seam to swell is excess moisture from above or belowQuick Step stated that the sample boards tested positive for “urine using the AZO method the black light did not fluoresce.” Their statement “Regardless, ” short circuited the real root cause analysis for the laminate product failure The Original (uninstalled) laminate section (fig.2) identifies existing defect in grooveThis defective section was shown to Christian Flooring representative June 4, The shear force required and utilized to install the laminate flooring exaggerated this stress riser in the groove of the product Fig The clients ( [redacted] ) were verbally cautioned about not using a steam cleaner for the new laminate and that any laminate floor cleaner would be sufficientChristian Flooring failed to disclose to the clients of the Quick Step® Maintenance InstructionsOf the three page instructions, the distributor states specifically not to use “spray mops”, “Never use other cleaning products or detergents!”, and “WET MAINTENANCE MUST NEVER BE USED on laminateNever wet mop or use steam cleaners on your floor.” https://us.quick-step.com/upload/cleaning/Quick_Step_Maintenance_Instructions_w_...⇄ Christian Flooring failed to disclose the proper Maintenance Instructions necessary for this type of productThe floor cleaner the clients used, verbally approved by the sales representative, was Swiffer WetJet Floor CleanerThe AZO test performed by Quick Step® presumed pet urine even though the black light did not fluoresceOne of the components included in Swiffer WeJet Floor Cleaner is Didecyl Dimethyl Ammonium Chloride 0.03%This ingredient may explain why the AZO tested positive for ammonia and not positive for urea under a black light (https://www.pg.com/productsafety/ingredients/household_care/cleaners/Swiffer/Sw...⇄ Christian Flooring’s failure to disclose the proper Maintenance Instructions coupled with the pre-existing defective groove in the Quick Step® product lead to premature failure within two months of installationThe overall customer service and response time to resolve this issue has lingered for over two yearsThe additional insult is the statement in the letter from the manufacturer (Unilin Flooring) was “This 7mm laminate does not have warranty coverage for damage caused by moisture, regardless of the source.” Christian Flooring’s negligence in disclosing product preservation, failure to obtain the necessary test sample for adequate analysis and poor customer service has caused undue stress on the client and left them with damaged floor issues, of which remain unresolved The Manufacturer, Unilin Flooring, response to NRF Distributors: Quick-Step Fig Fig
Revdex.com spoke with the business who advised They have been to this consumers home several times Flooring has been replaced in areas Company sent the flooring out to be inspected, per inspect of NRF the flooring was saturated with pet urine A small dog cage was located in the
kitchen area The company has done all they can for this consumer and nothing further will be done
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
This a total LIE. I was present {[redacted]} all four times that these men were at my home. My husband never threatened NATE or any other of the men that were here. This is total fabrication on their part not to stand behind their product. We WERE never told that if my husband installed the floor there would be no warranty and nowhere on the contract or manufactures warranty {which We Have}, does it say so or imply this. My husband is a General Contractor for over 50 years and as personally installed many these floors.. What about his knowledge? As regard to returning the box we were never informed to keep it. Another LIE. As far as the floor being damaged by our care of it and standing water. that is another LIE.. We would have had a flood in our kitchen to have this type of damage. Also why don't they manufacture THIS FLOOR ANY MORE IN SUCH A SHORT PERIOD OF TIME, IF IT IS SUPPOSED TO BE A SUCH A TOP QUALITY FLOOR. CHRISTIAN FLOORING IS A TERRIBLE COMPANY TO DO BUSINESS WITH AND WE WILL NEVER RECOMMEND THEM TO ANY ONE. They LIE and They are not Honest
See Attached "word" file attached. The Issue:
7mm laminate floor, lot CM1-14-10/16/11 1549 MADE IN USA
(fig.1), swelling and de-laminating in different areas of installation site
([redacted]) two months after installation (April
2013).
Fig.1
In summary (fig 3 & 4) the Manufacturer letter (November
5, 2013) states that the samples submitted “were not suitable for testing of
the tongue and groove.” They state in the beginning of the letter that “there
are number of issues that can cause gapping…”. They continue further in the
letter that “the only thing that can cause a seam to swell is excess moisture
from above or below. Quick Step stated that the sample boards tested positive
for “urine using the AZO method the black light did not fluoresce.” Their statement
“Regardless,…” short circuited the real root cause analysis for the laminate
product failure.
The Original (uninstalled) laminate section (fig.2)
identifies existing defect in groove. This defective section was shown to
Christian Flooring representative June 4, 2014. The shear force required and
utilized to install the laminate flooring exaggerated this stress riser in the
groove of the product.
Fig.2
The clients ([redacted]) were verbally cautioned about not using
a steam cleaner for the new laminate and that any laminate floor cleaner would
be sufficient. Christian Flooring failed to disclose to the clients of the
Quick Step® Maintenance Instructions. Of the three page instructions, the
distributor states specifically not to use “spray mops”, “Never use other
cleaning products or detergents!”, and “WET MAINTENANCE MUST NEVER BE USED on
laminate. Never wet mop or use steam cleaners on your floor.” https://us.quick-step.com/upload/cleaning/Quick_Step_Maintenance_Instructions_w_...⇄ />
Christian Flooring failed to disclose the proper Maintenance
Instructions necessary for this type of product. The floor cleaner the clients
used, verbally approved by the sales representative, was Swiffer WetJet Floor
Cleaner. The AZO test performed by Quick Step® presumed pet urine even though
the black light did not fluoresce. One of the components included in Swiffer
WeJet Floor Cleaner is Didecyl Dimethyl Ammonium Chloride 0.03%. This
ingredient may explain why the AZO tested positive for ammonia and not positive
for urea under a black light. (https://www.pg.com/productsafety/ingredients/household_care/cleaners/Swiffer/Sw...⇄
Christian Flooring’s failure to disclose the proper
Maintenance Instructions coupled with the pre-existing defective groove in the
Quick Step® product lead to premature failure within two months of
installation. The overall customer service and response time to resolve this
issue has lingered for over two years. The additional insult is the statement
in the letter from the manufacturer (Unilin Flooring) was “This 7mm laminate
does not have warranty coverage for damage caused by moisture, regardless of
the source.”
Christian Flooring’s negligence in disclosing product
preservation, failure to obtain the necessary test sample for adequate analysis
and poor customer service has caused undue stress on the client and left them
with damaged floor issues, of which remain unresolved.
The Manufacturer, Unilin Flooring, response to NRF Distributors:
Quick-Step Fig3
The flooring [redacted] bought is no
longer available as it was discontinued. [redacted] purchased the
flooring in 2013, installed it himself and had a box left over which he
returned against our recommendations. [redacted] called to notify us of
dulling on the surface of his...
floor so we sent out an internal inspector to
assess the floor. Our internal inspector found the damage to be locally
caused by customer abuse. [redacted] did not agree with the findings and
we escalated the complaint to management. A manager went out to [redacted]'s house, inspected the floor and explained that the floor damage was
caused by the customer. [redacted] did not agree with the
assessment so our manager hired an independent third party inspector to assess
the floor at the cost of Christian Flooring. All of the problems the
customer had complained about were found to be locally caused by the customer.
[redacted] did not agree with the independent inspector and requested
that our manager come out and look at the floor again, which he did. [redacted] pointed out additional concerns all which were caused by standing water
on the floor and installation error. Our
manager explained that he was working with the manufacturer to see if there
were any other boxes of laminate available from other distributers to give to
[redacted] even though the damage was caused by customer abuse, not
manufacturing related. [redacted]
explained that he wasn’t going to wait any longer and he demanded Christian
Flooring pay to have the floor removed and installed at no cost to him. At this time, [redacted]'s attitude and
aggression were elevated and he began to swear and threaten our manager. Our manager left and discussed the issue with
the manufacturer and the manufacturer representative explained that the floor
would not be replaced as it was caused by customer abuse not a manufacturing
defect.
[redacted]’s floor was damaged by
customer abuse and improper installation and therefore is not covered under
warranty.
We provided and completed installation services based on signed contracts from Mr. [redacted] during the week of August 21st, 2017. In review of our paperwork and signed documents we have nothing stating or any record that the shoe molding (it was referred to as "boot" in the complaint) was to...
be anything other than our standard which is white; from initial measure to final documents no oak molding or stain to match is present or relevant upcharge for stained wood molding. In regards to the statement that something was missed, there was no mention during the installation that there was any concern with the molding and its color. I (Paul, operations manager) spoke with Mr. [redacted] at the finishing stages of the job (8/25/17) and payment arrangements; nothing was mentioned by the customer or the installer regarding this.If Mr. [redacted] can provide to us any documentation specifying that this was agreed upon, Christian Flooring will perform the repair/service at no charge without any hesitation or issue.
I am writing to inform you that Christian Flooring has resolved the flooring issue with Mr. [redacted]. On October 7th we provided new material and replaced/fixed the flooring area in question. On numerous occasions between 8/1/2016 and the beginning of October we had made several...
attempts to fix the floor and transitions in question to meet his expectations and due to product failures were unable to do so. We came to a decision with Mr. [redacted] around the middle of September to do more of a replacement as opposed to a fixing of existing material, which was completed at the beginning of last month. We have heard of no issues with the newly installed floor at their home.Kind Regards, Paul [redacted]Operations ManagerChristian Flooring[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. The contract does not specify the type of shoe molding. So, I was assuming that it would be the molding showed to me in the showroom and which my wife and I heard was the type of molding that we would get, that is shoe molding consistent with the floors. Of course, we had no understanding that the company's standard was white. There were no words to tell us what the company standard was; actually, I had not been informed that white was the company's standard until I received a copy of the company's response to my complaint. The contract does not state the color of the shoe molding. Obviously, unless someone was blind, no one would assume that we wanted white shoe molding that conflicted with both the floors and the existing molding.In reading the response, it sounded like one written by a company official not involved in the initial discussions leading up to the contract signing. I would think that the company would want to do more investigation before responding, but I guess that is up to them. The only documentation that I have is the contract which does not specify the shoe-molding color. I guess that I am now dependent on the company doing the right thing.
Regards,
[redacted]
We refunded the customer
I am writing to inform you that Christian Flooring has resolved the flooring issue with Mr [redacted] On October 7th we provided new material and replaced/fixed the flooring area in question On numerous occasions between 8/1/and the beginning of October we had made several attempts to fix the floor and transitions in question to meet his expectations and due to product failures were unable to do so We came to a decision with Mr [redacted] around the middle of September to do more of a replacement as opposed to a fixing of existing material, which was completed at the beginning of last month We have heard of no issues with the newly installed floor at their home.Kind Regards, Paul [redacted] Operations ManagerChristian Flooring [redacted] ***
See Attached "word" file attached The Issue: 7mm laminate floor, lot CM1-14-10/16/MADE IN USA (fig.1), swelling and de-laminating in different areas of installation site ( [redacted] ***) two months after installation (April 2013) Fig In summary (fig & 4) the Manufacturer letter (November 5, 2013) states that the samples submitted “were not suitable for testing of the tongue and groove.” They state in the beginning of the letter that “there are number of issues that can cause gapping ”They continue further in the letter that “the only thing that can cause a seam to swell is excess moisture from above or belowQuick Step stated that the sample boards tested positive for “urine using the AZO method the black light did not fluoresce.” Their statement “Regardless, ” short circuited the real root cause analysis for the laminate product failure The Original (uninstalled) laminate section (fig.2) identifies existing defect in grooveThis defective section was shown to Christian Flooring representative June 4, The shear force required and utilized to install the laminate flooring exaggerated this stress riser in the groove of the product Fig The clients ( [redacted] ) were verbally cautioned about not using a steam cleaner for the new laminate and that any laminate floor cleaner would be sufficientChristian Flooring failed to disclose to the clients of the Quick Step® Maintenance InstructionsOf the three page instructions, the distributor states specifically not to use “spray mops”, “Never use other cleaning products or detergents!”, and “WET MAINTENANCE MUST NEVER BE USED on laminateNever wet mop or use steam cleaners on your floor.” https://us.quick-step.com/upload/cleaning/Quick_Step_Maintenance_Instructions_w_...⇄ Christian Flooring failed to disclose the proper Maintenance Instructions necessary for this type of productThe floor cleaner the clients used, verbally approved by the sales representative, was Swiffer WetJet Floor CleanerThe AZO test performed by Quick Step® presumed pet urine even though the black light did not fluoresceOne of the components included in Swiffer WeJet Floor Cleaner is Didecyl Dimethyl Ammonium Chloride 0.03%This ingredient may explain why the AZO tested positive for ammonia and not positive for urea under a black light (https://www.pg.com/productsafety/ingredients/household_care/cleaners/Swiffer/Sw...⇄ Christian Flooring’s failure to disclose the proper Maintenance Instructions coupled with the pre-existing defective groove in the Quick Step® product lead to premature failure within two months of installationThe overall customer service and response time to resolve this issue has lingered for over two yearsThe additional insult is the statement in the letter from the manufacturer (Unilin Flooring) was “This 7mm laminate does not have warranty coverage for damage caused by moisture, regardless of the source.” Christian Flooring’s negligence in disclosing product preservation, failure to obtain the necessary test sample for adequate analysis and poor customer service has caused undue stress on the client and left them with damaged floor issues, of which remain unresolved The Manufacturer, Unilin Flooring, response to NRF Distributors: Quick-Step Fig Fig
Revdex.com spoke with the business who advised They have been to this consumers home several times Flooring has been replaced in areas Company sent the flooring out to be inspected, per inspect of NRF the flooring was saturated with pet urine A small dog cage was located in the
kitchen area The company has done all they can for this consumer and nothing further will be done
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
This a total LIE. I was present {[redacted]} all four times that these men were at my home. My husband never threatened NATE or any other of the men that were here. This is total fabrication on their part not to stand behind their product. We WERE never told that if my husband installed the floor there would be no warranty and nowhere on the contract or manufactures warranty {which We Have}, does it say so or imply this. My husband is a General Contractor for over 50 years and as personally installed many these floors.. What about his knowledge? As regard to returning the box we were never informed to keep it. Another LIE. As far as the floor being damaged by our care of it and standing water. that is another LIE.. We would have had a flood in our kitchen to have this type of damage. Also why don't they manufacture THIS FLOOR ANY MORE IN SUCH A SHORT PERIOD OF TIME, IF IT IS SUPPOSED TO BE A SUCH A TOP QUALITY FLOOR. CHRISTIAN FLOORING IS A TERRIBLE COMPANY TO DO BUSINESS WITH AND WE WILL NEVER RECOMMEND THEM TO ANY ONE. They LIE and They are not Honest
See Attached "word" file attached. The Issue:
7mm laminate floor, lot CM1-14-10/16/11 1549 MADE IN USA
(fig.1), swelling and de-laminating in different areas of installation site
([redacted]) two months after installation (April
2013).
Fig.1
In summary (fig 3 & 4) the Manufacturer letter (November
5, 2013) states that the samples submitted “were not suitable for testing of
the tongue and groove.” They state in the beginning of the letter that “there
are number of issues that can cause gapping…”. They continue further in the
letter that “the only thing that can cause a seam to swell is excess moisture
from above or below. Quick Step stated that the sample boards tested positive
for “urine using the AZO method the black light did not fluoresce.” Their statement
“Regardless,…” short circuited the real root cause analysis for the laminate
product failure.
The Original (uninstalled) laminate section (fig.2)
identifies existing defect in groove. This defective section was shown to
Christian Flooring representative June 4, 2014. The shear force required and
utilized to install the laminate flooring exaggerated this stress riser in the
groove of the product.
Fig.2
The clients ([redacted]) were verbally cautioned about not using
a steam cleaner for the new laminate and that any laminate floor cleaner would
be sufficient. Christian Flooring failed to disclose to the clients of the
Quick Step® Maintenance Instructions. Of the three page instructions, the
distributor states specifically not to use “spray mops”, “Never use other
cleaning products or detergents!”, and “WET MAINTENANCE MUST NEVER BE USED on
laminate. Never wet mop or use steam cleaners on your floor.” https://us.quick-step.com/upload/cleaning/Quick_Step_Maintenance_Instructions_w_...⇄ /> Christian Flooring failed to disclose the proper Maintenance
Instructions necessary for this type of product. The floor cleaner the clients
used, verbally approved by the sales representative, was Swiffer WetJet Floor
Cleaner. The AZO test performed by Quick Step® presumed pet urine even though
the black light did not fluoresce. One of the components included in Swiffer
WeJet Floor Cleaner is Didecyl Dimethyl Ammonium Chloride 0.03%. This
ingredient may explain why the AZO tested positive for ammonia and not positive
for urea under a black light. (https://www.pg.com/productsafety/ingredients/household_care/cleaners/Swiffer/Sw...⇄
Christian Flooring’s failure to disclose the proper
Maintenance Instructions coupled with the pre-existing defective groove in the
Quick Step® product lead to premature failure within two months of
installation. The overall customer service and response time to resolve this
issue has lingered for over two years. The additional insult is the statement
in the letter from the manufacturer (Unilin Flooring) was “This 7mm laminate
does not have warranty coverage for damage caused by moisture, regardless of
the source.”
Christian Flooring’s negligence in disclosing product
preservation, failure to obtain the necessary test sample for adequate analysis
and poor customer service has caused undue stress on the client and left them
with damaged floor issues, of which remain unresolved.
The Manufacturer, Unilin Flooring, response to NRF Distributors:
Quick-Step Fig3
Fig 4
The flooring [redacted] bought is no
longer available as it was discontinued. [redacted] purchased the
flooring in 2013, installed it himself and had a box left over which he
returned against our recommendations. [redacted] called to notify us of
dulling on the surface of his...
floor so we sent out an internal inspector to
assess the floor. Our internal inspector found the damage to be locally
caused by customer abuse. [redacted] did not agree with the findings and
we escalated the complaint to management. A manager went out to [redacted]'s house, inspected the floor and explained that the floor damage was
caused by the customer. [redacted] did not agree with the
assessment so our manager hired an independent third party inspector to assess
the floor at the cost of Christian Flooring. All of the problems the
customer had complained about were found to be locally caused by the customer.
[redacted] did not agree with the independent inspector and requested
that our manager come out and look at the floor again, which he did. [redacted] pointed out additional concerns all which were caused by standing water
on the floor and installation error. Our
manager explained that he was working with the manufacturer to see if there
were any other boxes of laminate available from other distributers to give to
[redacted] even though the damage was caused by customer abuse, not
manufacturing related. [redacted]
explained that he wasn’t going to wait any longer and he demanded Christian
Flooring pay to have the floor removed and installed at no cost to him. At this time, [redacted]'s attitude and
aggression were elevated and he began to swear and threaten our manager. Our manager left and discussed the issue with
the manufacturer and the manufacturer representative explained that the floor
would not be replaced as it was caused by customer abuse not a manufacturing
defect.
[redacted]’s floor was damaged by
customer abuse and improper installation and therefore is not covered under
warranty.
We refunded the customer.
We provided and completed installation services based on signed contracts from Mr. [redacted] during the week of August 21st, 2017. In review of our paperwork and signed documents we have nothing stating or any record that the shoe molding (it was referred to as "boot" in the complaint) was to...
be anything other than our standard which is white; from initial measure to final documents no oak molding or stain to match is present or relevant upcharge for stained wood molding. In regards to the statement that something was missed, there was no mention during the installation that there was any concern with the molding and its color. I (Paul, operations manager) spoke with Mr. [redacted] at the finishing stages of the job (8/25/17) and payment arrangements; nothing was mentioned by the customer or the installer regarding this.If Mr. [redacted] can provide to us any documentation specifying that this was agreed upon, Christian Flooring will perform the repair/service at no charge without any hesitation or issue.
I am writing to inform you that Christian Flooring has resolved the flooring issue with Mr. [redacted]. On October 7th we provided new material and replaced/fixed the flooring area in question. On numerous occasions between 8/1/2016 and the beginning of October we had made several...
attempts to fix the floor and transitions in question to meet his expectations and due to product failures were unable to do so. We came to a decision with Mr. [redacted] around the middle of September to do more of a replacement as opposed to a fixing of existing material, which was completed at the beginning of last month. We have heard of no issues with the newly installed floor at their home.Kind Regards, Paul [redacted]Operations ManagerChristian Flooring[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. The contract does not specify the type of shoe molding. So, I was assuming that it would be the molding showed to me in the showroom and which my wife and I heard was the type of molding that we would get, that is shoe molding consistent with the floors. Of course, we had no understanding that the company's standard was white. There were no words to tell us what the company standard was; actually, I had not been informed that white was the company's standard until I received a copy of the company's response to my complaint. The contract does not state the color of the shoe molding. Obviously, unless someone was blind, no one would assume that we wanted white shoe molding that conflicted with both the floors and the existing molding.In reading the response, it sounded like one written by a company official not involved in the initial discussions leading up to the contract signing. I would think that the company would want to do more investigation before responding, but I guess that is up to them. The only documentation that I have is the contract which does not specify the shoe-molding color. I guess that I am now dependent on the company doing the right thing.
Regards,
[redacted]