Floor It

Complaint[redacted]On Feb.11/13 my wife and I ordered 670 sf of [redacted] from Floorit.ca located at 418-51st St. E. in Saskatoon. The sales reps name was [redacted] and we paid $1500.00 down and $2161.78 due upon receipt of order with [redacted]. [redacted]. We picked the flooring up on May 25/13 and stored in in our dining room while we prepped the floors for install. I removed the MDF subfloor and replaced it with 3/4" plywood and secured it with floor screws and made sure there were no squeaks. Then we purchased items from Floorit.ca that were necessary for the installation at an additional cost of $743.13 paid by [redacted]. The flooring was installed on Dec 13/13 by [redacted], a professional installer for more than 20 yrs., and it looked beautiful. We noticed the floors were making popping and crackling noises when we were walking on them shortly after the install but we thought the flooring just had to get settled in. The noise never went away, in fact, in seemed to be worse at times. In June 2014 I contacted Floorit.ca to discuss this problem. [redacted] from Floorit.ca came to check it out, as did [redacted], the rep from [redacted]. The humidity was checked by both reps and it was at approx. 45% both times, which according to the print on the invoice from Floorit.ca is well within the range of 35-65% humidity and 35-55% humidity according to [redacted]'s Limited 25 year Structural Warranty. We contacted [redacted] from Floorit.ca and tried to contact [redacted] (flooring manager for [redacted] in B.C.)and got nothing but the run-around. We received a form letter from [redacted] to [redacted], them a copy to me, dated July 30/14. The letter basically gave a whole list of possible problems that could be causing the noise (they call it squeaking, but it's not squeaking) and stating that the problem is not covered by their product warranty. [redacted] said the humidity should be no more than 35%. Well, with the help of a dehumidifier on the main level of our house we were able to lower the humidity to about 30% and they were still making all that noise, so I contacted [redacted] from Floorit.ca with that information and his reply was that it was the installers fault then. Our installer, [redacted], has be a professional flooring installer for more than 20 years. We have had most of our furniture and belongings from the living and dining room and the master bedroom, and my wife and I have been sleeping in the basement since May 1/13. All this in the hopes that this situation can be resolved before we install new baseboards and move everything back into the rooms. [redacted]Desired SettlementI would like the flooring to be removed and replaced with flooring that doesn't make noise. If that is not possible, I would like to be compensated financially.Business Response This Warranty has been denied by [redacted] the manufacture. As it states right on Installation guide in the first paragraph.: It is the sole responsibility of the installer, prior to installation, to certify that the area planned for installation is suitable for engineered hardwood flooring and meets local building codes, and that sub-floor is dry, sound and meets or exceeds all industry standards; as well as aligned with these recommendations. The manufacturer accepts no responsibility for product failure extending from failure to meet job, environment and sub-floor requirements.Floorit has sold the product and didn't install. As Mr [redacted] has said he had a professional installer do the job. I requested some simple things from the professional installer to provide and could not provide it on first and second site visit or at all. Without that information there is no warranty on this product. This warranty from floorit and the manufacture is denied and would be the fault of installer. If he wants compensation he needs to go after his private installer Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)When speaking multiple times with my installer and having him over to check the installation he said he doesn't know what else to do. Everything was done to manufacturers specs. When the manager was over the first time to inspect the problem he said that there is nothing wrong with the sub floor it has to be the flooring. The [redacted] rep came over the second time for an inspection and he held reservation on a decision until he had another person look at the floor. This never ever happened. [redacted]. This product should be looked at by someone else. If the company has a 25 year structural warranty on this product then warranty it. Until they can prove it's the installers fault I will not be satisfied and accept their decision. Once again I reiterate that all possible installation procedures were met.

We ordered new carpet for our three bedrooms and the hallway connecting them. In preparation for installation we had removed all baseboard and furniture. When installation was in progress - after the old carpet was removed and new underlay installed - the installer indicated that there was insufficient carpet ordered to complete the job. When the manager was contacted at this time his response was "You must have measured wrong" After proving that was not the case, they finally agreed to try and locate additional carpet from the same dye lot but were going to charge us for the additional material. We were required to continue living in unfurnished bedrooms while they searched. When no carpet was available it was up to us to determine ourselves that there was in fact sufficient carpet all along to do the job. We took drawings to the store showing how it could be accomplished. After a week of living in chaos, the second installation attempt resulted in the carpet being cut incorrectly so that extensive piecing was required. In addition to an extra seam in each of two rooms, there are three seams instead of one in a five foot length of hallway as well as the three seams in the adjacent doorways resulting in an extreme patchwork appearance. We were assured that the seams would be nearly invisible and would fade even more over time, instead they have become more pronounced. Despite our noting on the installations paperwork that we were not satisfied with the result we were never contacted by management and they have in fact at no time even offered to look at the problem. Repeated calls and emails from us have resulted only in "it's not our fault" responses.Product_Or_Service: Stainmaster CarpetOrder_Number: CG3 0985Desired SettlementFull refund of cost of carpet and installation as well as compensation for labour to remove and install baseboard and move furniture both for original installation and for the replacement that is required.Business Response In response to case # [redacted]: [redacted]. First of all the install was out of town, so the customer brought in their own measurements. The Sales person took the customers measurement and figured them out according to their own measurements. When the install went out to the job, the customer's measurement were short causing an issue with the install. As the carpet was a special order and not cut or stocked by our warehouse and now we had to rebook the install as we tried to do a service to find them more carpet in the same dye lot. When we could not find any, the customer figured a way they could do it which was an improper way of installing it with that many seams. I have a quote from an email the customer sent. " I finally did the math myself and determined a way that the amount of carpet we had could be made to work if I accepted having seams at the front of my closets". As well regarding invisible seams no carpet installer or store will promise the seams will be invisible. You are joining two pieces of fabric together just like a shirt, you can see the seams if you look hard enough. The best way to solve a problem like this would have been to order a new piece of carpet, but the customer did not want to pay any extra. At the end of everything it was ultimately up to the customer to decide and agree for more seams or order more carpet. They decided on more seams. At this point the only thing we could do is give them a discount off the labour and carpet if they want to replace it. [redacted] Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)We do not accept this as a reasonable solution. [redacted]. In the first place the measurements were never short. Secondly, we trusted what we thought was a professional business to properly calculate the amount of carpet required to complete the job. And finally, since [redacted] has never made the effort to even view the results his response that seams are not invisible doesn't even begin to address how shoddy they are. [redacted]