Cross Island Flooring Company

Had my flooring done in 2020 by Cross Island Flooring. David sent out his Contractor Arnold to work on our floors. Arnold had to return 8 times to do “repairs” that were still left some what sloppy.
After 2 years we noticed the floors had dents and eventually started cracking and lifting in many areas. I then had another flooring company come out to see if they can do repairs on the floors. They said they could not repair this, and asked if we did the floors ourselves. I eventually, after seeing our floors crack and chip as we walked on them had them replaced.
As the new contractor started removing the flooring he showed me all the debris that was not cleared out before putting the new floor down. What they found was nails, small pebbles, the glue from the carpeting they removed, pieces of vinyl, baseboards were not measured properly and were glued together, they never removed our old linoleum and just placed the new flooring on top. Contacted David after the new contractor told me what a crappy job they did and the floors would have to be replaced. David did his work is warranted for a year and that’s it. I would NOT recommend this company as well as I’m also contacting Floors and Decor to whom they referred Cross Island Flooring.

The business has responded Please see below: The product in question, Walnut Sonoma Coast 4-3/4” Hardwood Flooring, is produced from Acacia, which is a hardwoodWe sold the flooring to a distributor who sold it to a retailer who evidently sold it to MrH***The National Wood Flooring Association and all wood flooring manufacturers state that wood flooring can be dentedAll wood flooring CAN suffer scratches, gouges, splinters and indentationsIt is highly unrealistic for an end user to expect any wood floor not to scratch, gouge or indentThis is why NO wood flooring manufacturer guarantees their flooring to resist these conditions from occurringScratches and indentations are not manufacturing defects because they are the result of activities occurring on siteMrH [redacted] admits that there was construction that took place after the floor was installed, which could have caused dents, indentations and scratches, and he also admits he rolled an appliance across the floor which left permanent marks and is specifically excluded from our WarrantyRegarding our employees hanging up the phone on MrH***, this was done because he refused to accept our position and became rude and asked personal questions about our employees which we did not feel comfortable divulgingSincerely Yours, Daniel O***, Vice President CROSS ISLAND FLOORING COMPANY

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: I'm disappointed but not surprised at the criteria that was proposed to "test" the floorThe documentation provided states there are no standards for flooring against scratches, dents or gouges and those are the issues I'm havingThis is a "GREAT" industry for a company to produce a low quality product that does not hold up to everyday use and be able to fall back on the statement that there are no standards for toleranceSo, no I do not want to pay MrB [redacted] hundreds of dollars to tell me that there are no standards and the floor can be dented or scratched with "ANYTHING" and it is never an issue with the floor because there are not standardsIf a manufacture cared, maybe they would have standardsThis just goes back to my pillow example: so, if I drop my pillow on the floor and it dents the floor, it is not an issue with the floor, I should have bought lighter pillows? Now I understandThanks for helping me understand MrO***Buyer beware In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

I am having the same issues with my flooring. It has been down for barely a year now and looked terrible at 3 months. It is the Cross Island hand scraped acacia. They sent an inspector out and he said it was stress shock because I wet mopped my floor. I barely damp mop it maybe once a month, otherwise it is dust mopped or flat floor vacuumed. I do have a dog that we have had not quite a year and we keep her nails cut because we also have a 4 year. They said the finish was peeling at the scratches from the dog. The dog doesn't run in the closet (and to be quite honest, I'm not sure I have ever mopped in there at all) and it is peeling there as well. My kid can drive a hot wheels car over it and it dent. I can run my fingernail over it and the finish will turn white and peel. The knots that were filled in at the factory come out and have left holes. Needless to say, they wont honor their 50 year finish warranty. We are also thinking about small claims. Not sure what else to do. DONT BUY THIS PRODUCT!

horrible quality horrible service!

I purchased a cross island flooring (acasia sonoma) the quality is horrible . the wood scartches easily and with every little thing. I got scratches and dings all over and its not normal wear and tear...its actually abnormal. I have other rooms that have other wood floorinf and the floors are perfect! dont buy cross island!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
I’d like MrO*** to reread my complaintI thinkhe has a few items incorrect and is changing/adding things to justify rejectingmy claim with no investigationINEVER said I did not expect hardwood floors to NEVER scratch no matter what youdo to themMy issue is that the flooring was damaged from a microwave cartbeing rolled over it, a very common and light piece of furnitureI haveinstalled hardwood flooring in other homes and do know that hardwood floorcan scratch or dentMy issue is that this flooring scratches and dents anddamages very very easily, not that it will never scratch dent or get damaged nomatter what you do to it. The letter I initially received rejecting my claim said it was rejected because thefloor is not covered if a “HEAVY” object it dragged or moved over the floorIdo not consider a microwave stand to be HEAVY and I’m not sure how they know itis heavy, the company never asked the weight or came out to weight itThecompany did absolutely nothing to my knowledge to determine if there is aproblem with the floor or finishThey simple rejected my claimYes MrO***, the damage occurred on siteI dolive in the homeIf you sell a product that does not hold up to use, Iwant people to know it so they do not make the same mistake I did I do plan to live in the home after thehardwood floors are installedMay point was that you cannot do much ofanything on this floor, even with padding, without damaging itAgain, I planto live in the home for a number of years and I do plan to remodel, I plan tohave a refrigerator, a dishwasher, a couch, chairs, a microwave… I’d like to know whatMrO***’s reason for hanging up on me was? His justifications were: 1. “I refused to accept their position”.I never talked to him about their position, our conversation never got to thatpointHe said I was rude and asked personal questions about our employeeswhich we did not feel comfortable divulging.” The extent of our conversationwas he asked me who I was and I told him my first and last name and I asked himhis name and he would not tell me so I asked why he was being so secretive?That’s when he hung up on meI’m sorry but that is RUDE! A name is a prettystandard practice to share or know whenyou are talking to someone and have a complaint Myfirst of calls to the company, I asked to speak to the person ( MsG*** thatsent me the response letter about my initial written complaint to the company.I was told by the receptionist to call back Friday as she was not in the day IcalledI could not call back on Friday so I asked if she was just on vacationor if she only works FridaysI would not call that personal information, I justwanted to know when to call backIwas asked I think times who I was and every time I gave them my full name butI could not get MrO*** to give me his name or a good time to call back andtalk to the person who contacted me about my claim Also,get your phone directory fixedWhen I called and used the dial by namedirectory to reach MsG***, she was not listedThat is what initially mademe think she was maybe just a part-time employee The second time I was hung up on was by the lady that sent me the letter about myinitial claim, MsG***I left a message for her to call me and I didnot get a call back and when I did reach her she said my claim was deniedbecause I rolled something HEAVY over the floorShe could not tell me what HEAVYwas to herShe told me if it damages the floor it was too heavy I asked how they know there was not an issueswith the floor and she said I was the only one that complained so there must not be a problem with the flooring That is about the time she just hung upI do not think she liked my questionsTheentire call was only a couple minutes The company did not do anything that I know of to determine if there was amanufacture defect or if the floor is up to standardsThey did not ask to look at the floor or ask for a sampleto test the wood or finishThey simply rejected the claimThe company addedHEAVY to the description of the microwave cart to justify rejecting theclaim. When I asked about what was tooheavy, they said anything that damages the floor is too heavySo I guess ifyou drop a pillow on the floor and it leaves a mark it is not an issue with thefloor, your pillows are just too heavyRidiculousThey need a better excusethan just anything that damages he floor is too heavy
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
Rob H***

The business has responded Please see below:
We propose to send an independent certified wood flooring inspector to inspect the floor. The fee for the inspection is $395. If the inspector determines that there are manufacturing defects in the flooring, we will pay the inspection fee and correct the problem. If the inspector determines there are no manufacturing defects then the fee should be paid by MrH***
Please adviseDan O***
CROSS ISLAND FLOORING COMPANY

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because: I'm disappointed but not surprised at the criteria that was proposed to "test" the floor. The documentation provided states there are no standards for flooring against scratches, dents or gouges and those are the issues I'm having. This is a "GREAT" industry for a company to produce a low quality product that does not hold up to everyday use and be able to fall back on the statement that there are no standards for tolerance. So, no I do not want to pay Mr. B[redacted] hundreds of dollars to tell me that there are no standards and the floor can be dented or scratched with "ANYTHING" and it is never an issue with the floor because there are not standards. If a manufacture cared, maybe they would have standards. This just goes back to my pillow example: so, if I drop my pillow on the floor and it dents the floor, it is not an issue with the floor, I should have bought lighter pillows? Now I understand. Thanks for helping me understand Mr. O[redacted]. Buyer beware. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

The business has responded.  Please see below:
The product in question, Walnut Sonoma Coast 4-3/4” Hardwood Flooring, is produced from Acacia, which is a hardwood. We sold the flooring...

to a distributor who sold it to a retailer who evidently sold it to Mr. H[redacted]. The National Wood Flooring Association and all wood flooring manufacturers state that wood flooring can be dented. All wood flooring CAN suffer scratches, gouges, splinters and indentations. It is highly unrealistic for an end user to expect any wood floor not to scratch, gouge or indent. This is why NO wood flooring manufacturer guarantees their flooring to resist these conditions from occurring. Scratches and indentations are not manufacturing defects because they are the result of activities occurring on site. Mr. H[redacted] admits that there was construction that took place after the floor was installed, which could have caused dents, indentations and scratches, and he also admits he rolled an appliance across the floor which left permanent marks and is specifically excluded from our Warranty. Regarding our employees hanging up the phone on Mr. H[redacted], this was done because he refused to accept our position and became rude and asked personal questions about our employees which we did not feel comfortable divulging. Sincerely Yours, Daniel O[redacted], Vice President CROSS ISLAND FLOORING COMPANY

Review: I bought Hardwood flooring manufactured by Cross Island Flooring Company for my home that is anything but hard wood. Every little thing leaves a dent, scratch or mark on the flooring. It was sold to me as hardwood and the packaging material describe it as hardwood.

A microwave cart was rolled across the floor and it left permanent marks across the entire floor. Even the use of floor covers during construction did not keep the floor from marking. I expect a hardwood floor to hold up to normal everyday use and it continues to fail and leave permanent marks.

I contacted the retailer immediately after installing and finding permanent marks. He gave me a claim form that I filled out and provided some pictures of the damage. The retailer failed to submit the form and after a long wait I called the retailer back and asked about the status of my claim and that is when he said he had not turned it in yet. After my call, the claim was submitted and I received a letter back for Cross Island Flooring Company that said: "Our flooring is not warrantied against rolling or dragging heavy objects across it"

I called Cross Island Flooring after receiving the letter from them and asked to speak to Mary G[redacted] from whom the letter was from. The lady that picked up the phone said Mary was out and not back until Friday. I asked if she was on vacation or if she just works Fridays because I could not call back on Friday. The lady would not tell me and she asked who I was, so I gave her my name. She asked me 2 more times who I was and each time I gave her my name. She finally transferred me to some else who again asked me who I was and I have them my name again. I asked who I was talking to and he would not give me his name so I asked my he was being so secretive and he hung up on me and would not take may call when I called back. They said it was Daniel O[redacted] the owner of the company hung up on me. WOW!!! I did get to leave Mary a voicemail that was not returned.

I called back a few days later and did get to speak to Mary and she said the flooring was not warranted against rolling or dragging HEAVY objects across the floor. I asked her how heavy was the object I rolled across the floor. She said she did not know. So I asked: How can you say it was too heavy? She said anything that marks the floor is too heavy. She then said "You damaged the floor not us, there can not be anything wrong with the floor because I was the only complaint, bottom line it is not covered" and hung up on me.

I was sold a hardwood floor that should hold up to normal living conditions and it is not. Cross Island has no interest in researching the issues I'm having and have showed a pattern of dealing with issues by just hanging up.Desired Settlement: I would like a refund for the flooring. I'm still going to have the expense of ripping it up and replacing to flooring.

Business

Response:

The business has responded. Please see below:The product in question, Walnut Sonoma Coast 4-3/4” Hardwood Flooring, is produced from Acacia, which is a hardwood. We sold the flooring to a distributor who sold it to a retailer who evidently sold it to Mr. H[redacted]. The National Wood Flooring Association and all wood flooring manufacturers state that wood flooring can be dented. All wood flooring CAN suffer scratches, gouges, splinters and indentations. It is highly unrealistic for an end user to expect any wood floor not to scratch, gouge or indent. This is why NO wood flooring manufacturer guarantees their flooring to resist these conditions from occurring. Scratches and indentations are not manufacturing defects because they are the result of activities occurring on site. Mr. H[redacted] admits that there was construction that took place after the floor was installed, which could have caused dents, indentations and scratches, and he also admits he rolled an appliance across the floor which left permanent marks and is specifically excluded from our Warranty. Regarding our employees hanging up the phone on Mr. H[redacted], this was done because he refused to accept our position and became rude and asked personal questions about our employees which we did not feel comfortable divulging. Sincerely Yours, Daniel O[redacted], Vice President CROSS ISLAND FLOORING COMPANY

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

1. I’d like Mr. O[redacted] to reread my complaint. I thinkhe has a few items incorrect and is changing/adding things to justify rejectingmy claim with no investigation. INEVER said I did not expect hardwood floors to NEVER scratch no matter what youdo to them. My issue is that the flooring was damaged from a microwave cartbeing rolled over it, a very common and light piece of furniture. I haveinstalled hardwood flooring in 2 other homes and do know that hardwood floorcan scratch or dent. My issue is that this flooring scratches and dents anddamages very very easily, not that it will never scratch dent or get damaged nomatter what you do to it. The letter I initially received rejecting my claim said it was rejected because thefloor is not covered if a “HEAVY” object it dragged or moved over the floor. Ido not consider a microwave stand to be HEAVY and I’m not sure how they know itis heavy, the company never asked the weight or came out to weight it. Thecompany did absolutely nothing to my knowledge to determine if there is aproblem with the floor or finish. They simple rejected my claim.2. Yes Mr. O[redacted], the damage occurred on site. I dolive in the home. If you sell a product that does not hold up to normal use, Iwant people to know it so they do not make the same mistake I did. I do plan to live in the home after thehardwood floors are installed. May point was that you cannot do much ofanything on this floor, even with padding, without damaging it. Again, I planto live in the home for a number of years and I do plan to remodel, I plan tohave a refrigerator, a dishwasher, a couch, chairs, a microwave… 3. I’d like to know whatMr. O[redacted]’s reason for hanging up on me was? His justifications were: 1. “I refused to accept their position”.I never talked to him about their position, our conversation never got to thatpoint. 2. He said I was rude and asked personal questions about our employeeswhich we did not feel comfortable divulging.” The extent of our conversationwas he asked me who I was and I told him my first and last name and I asked himhis name and he would not tell me so I asked why he was being so secretive?That’s when he hung up on me. I’m sorry but that is RUDE! A name is a prettystandard practice to share or know whenyou are talking to someone and have a complaint. Myfirst of 2 calls to the company, I asked to speak to the person ( Ms. G[redacted] thatsent me the response letter about my initial written complaint to the company.I was told by the receptionist to call back Friday as she was not in the day Icalled. I could not call back on Friday so I asked if she was just on vacationor if she only works Fridays. I would not call that personal information, I justwanted to know when to call back. Iwas asked I think 4 times who I was and every time I gave them my full name butI could not get Mr. O[redacted] to give me his name or a good time to call back andtalk to the person who contacted me about my claim. Also,get your phone directory fixed. When I called and used the dial by namedirectory to reach Ms. G[redacted], she was not listed. That is what initially mademe think she was maybe just a part-time employee. The second time I was hung up on was by the lady that sent me the letter about myinitial claim, Ms. G[redacted]. I left a message for her to call me and I didnot get a call back and when I did reach her she said my claim was deniedbecause I rolled something HEAVY over the floor. She could not tell me what HEAVYwas to her. She told me if it damages the floor it was too heavy. I asked how they know there was not an issueswith the floor and she said I was the only one that complained so there must not be a problem with the flooring. That is about the time she just hung up. I do not think she liked my questions. Theentire call was only a couple minutes. 4. The company did not do anything that I know of to determine if there was amanufacture defect or if the floor is up to standards. They did not ask to look at the floor or ask for a sampleto test the wood or finish. They simply rejected the claim. The company addedHEAVY to the description of the microwave cart to justify rejecting theclaim. When I asked about what was tooheavy, they said anything that damages the floor is too heavy. So I guess ifyou drop a pillow on the floor and it leaves a mark it is not an issue with thefloor, your pillows are just too heavy. Ridiculous. They need a better excusethan just anything that damages he floor is too heavy.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Rob H[redacted]

Business

Response:

The business has responded. Please see below:We propose to send an independent certified wood flooring inspector to inspect the floor. The fee for the inspection is $395. If the inspector determines that there are manufacturing defects in the flooring, we will pay the inspection fee and correct the problem. If the inspector determines there are no manufacturing defects then the fee should be paid by Mr. H[redacted]. Please advise.Dan O[redacted]CROSS ISLAND FLOORING COMPANY

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because: I'm disappointed but not surprised at the criteria that was proposed to "test" the floor. The documentation provided states there are no standards for flooring against scratches, dents or gouges and those are the issues I'm having. This is a "GREAT" industry for a company to produce a low quality product that does not hold up to everyday use and be able to fall back on the statement that there are no standards for tolerance. So, no I do not want to pay Mr. B[redacted] hundreds of dollars to tell me that there are no standards and the floor can be dented or scratched with "ANYTHING" and it is never an issue with the floor because there are not standards. If a manufacture cared, maybe they would have standards. This just goes back to my pillow example: so, if I drop my pillow on the floor and it dents the floor, it is not an issue with the floor, I should have bought lighter pillows? Now I understand. Thanks for helping me understand Mr. O[redacted]. Buyer beware.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,