Eco-Friendly Flooring

We supplied cork flooring planks with a click lock system. Our product was supplied in sealed boxes.The purchaser of these planks in 2010 hired a contractor to affix the planks to her ceiling. As with all flooring products, it is the installer's responsibility to assess if the installation area...

is suitable for the installation method they will use. They will read any installation instructions or listen to suggested installation methods, or do their own research to make their own assessments before the make their own decisions about installing a product. This includes but is not limited to evaluating humidity changes which will affect the expansion and contraction of any natural wood product.If the installer has made an incorrect assessment about humidity issues in the environment, even with the best practice installation instructions--their installation can fail.While we have never visited the job site and have never made such assessments, we can only make an educated guess that the installation environment conditions required a different approach than that which was used by the installer. An approach that can only be determined by having a trained eye and being present at the installation site.As the importer/distributor of the cork flooring planks, we would confirm the diagnosis that this is installation error/judgement which has lead to an undesirable result in the purchaser's installation environment.We supplied perfectly shaped cork planks to the purchaser 60 months ago. Whatever they decided to do with those planks and the actions they have decided to make for their installation problem is not within our control.If our cork product arrived damaged coming off of the semi truck--then we would gladly replace planks. Since the product did not arrive damaged 60 months ago and no damage claim was made at that time, we find no grounds for a valid damage claim. [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.
EcoFriendly Flooring offers no resolution to my complaint.  They will only refund undamaged cork tiles.  Since the tiles are installed with nails, none will be undamaged.EcoFriendly flooring indicates that my contractor and I ought to have researched and found additional information about installing the product on the ceiling.  Strangely, however, they did not indicate that I seek more information when I asked them whether the product could be used on the ceiling.  They never said "we are not sure" or that I should seek additional information from the manufacturer or other experts.  They said, "yes" I could install the product on the ceiling.  EcoFriendly Flooring also gave installation instructions directly to me and to my installer.  On 11 May 2010, after having received installation instruction from EcoFriendly Flooring by telephone, I left a note for the installer with EcoFriendly Flooring's phone number and a remark stating, "the supplier said not to use a mastic, but feel free to call & verify."  If EcoFriendly Flooring was not an appropriate resource for this information, then why would they offer it?   My contractor is willing to verify that installation instructions came from EcoFriendly Flooring and that EcoFriendly Flooring never indicated that the installer seek other information regarding product use or installation.Regards,
[redacted]

Review: On 3 10 10, the owner of Eco-Friendly Flooring confirmed that I could use cork flooring tiles I found at her store on my ceiling. I ordered the product and contracted for its installation. The store owner provided installation instructions via telephone on 5 11 10. I sent emails to the owner in June 2010 and in November 2010 that the ceiling was sagging after following her instructions. From 29 November 2010 "As I mentioned in our previous conversations, I was not looking to take a risk. When I asked if this product could be used on ceilings, I assumed that your saying yes meant that as long as I we followed the instructions you provided that the product would work as intended." No one installs a ceiling intending for it to sag. I would have ordered a different product from the store if I had been told that this was not an appropriate product for a ceiling. The owner only offered to refund undamaged tiles if we took down the ceiling. Since her instructions were to nail the tiles to the joists, there would be no undamaged tiles. I could not afford to replace the ceiling again. I sent another letter on 20 June 2011 but received no response. The ceiling tiles are starting to pull away completely from the ceiling. The product did not work as the owner assured me it would. This was an investment in a durable product. One does not anticipate replacing a ceiling every few years.

I bought $4262.50 of product from the company. It cost $3145 to be installed.Desired Settlement: I request a refund for A. the cost of installation and product of $7407 or B. a refund of $3145 for the installation cost and an alternative appropriate product to use on the ceiling.

Business

Response:

We supplied cork flooring planks with a click lock system. Our product was supplied in sealed boxes.