Client Management Services

The hardwood flooring in question was installed over the customer's existing substrate commonly called particle board in a thirty year old townhouseAlthough there is an issue with the flooring cosmetically there is no issue with this flooring causing a “cracking sound” as a result of
installation or as a characteristic of this hardwood flooring.The installation site at that time was subject to extensive renovation where walls and partitions were moved and constructed which would have had an impact on the existing particle board substrate.Upon inspection it was determined that the substrate was “shimmed” in an effort to tighten the substrate to the joists of the townhouseThis indicated to me that the original Substrate was not sufficiently fastened to the joists and resulted in the crackling sound experienced by the home owner and was a preexisting condition also we experience humid, hot summers and deep freeze, cold winters here in northeast Pennsylvania which causes a good deal of expansion and contraction of stick built home especially those constructed thirty years agoWe do not as a rule reconstruct, repair or construct substrates and leave that to general contractors.*** Industries representative inspected the flooring for its cosmetic appearance and we have not had a determination from *** at this timeWe will continue to pursue a resolution with *** Industries for this cosmetic condition.The packaging used as containers for all hardwood flooring is permeable so air can flow easily through and around the contentsIt is not necessary to open each carton, distributing the contents throughout the room or home and it is unreasonable to expect that this is an efficient method of acclimation especially since the packaging is designed to allow the contents to acclimate to the room or home intact.It has always been a mystery to me how a refund will suddenly resolve the conditions and problems that Caused and prompted the issueHowever we will continue to pursue a resolution for the cosmetic problem with the hardwood and suggest that the complaint of “cracking noise” be directed to a trade who had more of an impact on the substrate.Respectfully, Mike M*** Tuft-tex Flooring

[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:
Flooring cracking noise is everywhere not only where the wall was remove ! There was a floor install previous  for a larger area and was no noise present. Floor come in seal in plastic and close in carton boxes. This is an important aspect , the bussines wasn't aware. How the wood will be able to aclimate thru seal plastic ? Each box state "very important needs to be left open before instalation ". Instaler crew did not respect instalation instruction. A professional company should respect manufacure requieres.  Total bill was over 7000 for this particular job , the 15 procent refund is require to bring in diferent contractor to try to fixed this from the basement ceiling. Bussines promise to correct the situation never did it , not even cosmeticaly , that was 6 month ago. If they have any intention will be done by now . That's made me aware that you cannot trust bussines claim.
Regards,
[redacted]