FlooringMaster of Orlando Reviews (%countItem)
FlooringMaster of Orlando Rating
Address: 3450 Parkway Center Ct, Orlando, Florida, United States, 32808-1012
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Splinters/chips/raised ends of engineered wood flooring found. Offered Repair(putty)not acceptable.
Engineered Hardwood (Vintage Hickory Caramel, 3/8 thick, HE2600) installed 5/23/17-6/7/17 in three rooms,792 ft.;cost $8,204.08. Problems detected; submitted concerns via email 8/04/17 to Vendor. Operations Manager inspected flooring on 8/21/17. Manager confirmed flooring problems. Manufacturer would be contacted for resolution. Requested update 8/29. Informed later that claim had been filed. October,told that an independent inspection was arranged. 11/01/17 Inspection done. December received report that"splinters are natural occurrence."We complained to Manager. Manager re-inspected floors in Jan. 2018; offered putty to fill gaps. This is not a viable fix. Manager stated he would contact his distributor. To date, no resolution of concerns. Both I and
wife believe flooring installation is cause of problems.
Replacement of defective planks. Understand that due to interlock of planks which are not glued to floor,may require replacement of large areas.
Contact Name and Title: William S - GM
Contact Phone: 407-808-2655
Contact Email: ws***@flooringmaster.com
Once the concern was brought to our attention we went out and inspected. The manufacturer and distributor were informed and a claim was opened with the manufacturer. Standard protocol was followed per the distributor and manufacturers recommendations and the floor was inspected by our company and the manufacturer hired a 3rd party inspector to review and rule on their behalf. The report came back that the floor was not defective and that the areas of concern where not installation defects or manufacturing defects and that this is a natural appearance and texture of the hardwood. Individual board replacement was still offered to the clients by our company even though the manufacturer and distributor at this point deemed the claim denied. The home owner's at this point wanted floor replacement and did not accept spot touch-ups, putty or any type of cosmetic repairs recommended by the inspector. There was a report produced by a certified NWFA floor inspector and the home owners do not agree with this report. They are now going after us and we have tried to be as accommodating as we can within reason. In our defense, I am not sure what we could do at this point that would make them happy other than replace their floor. I was considering stepping up and additionally taking care of them out of our pocket even though the report states we are not at fault. After hearing that they are attacking us through the Revdex.com, this makes it even harder to find a resolution that would make them content. We do not feel we are at fault for this claim and also feel that the right steps and procedures were taken to assure their concerns were addressed.
(The consumer indicated he/she DID NOT accept the response from the business.)
We do not accept Flooring Master/Orlando GM response due to following:
(1) Statement of flooring problem as provided
by All Flooring Inspections Inspection Report
#9301-15497, 12/01/17, Claim # ***.
Inspection and Evaluation:
(2nd paragraph)
" Initial inspection by this certified
inspector found the flooring is affected
by chips and splinters. This is located
randomly throughout. The condition is most
noticeable in the corners of planks. This
condition affects 18-20 planks."
In Report section Conclusion:
(paragraph 3) " The concerns with the flooring
are due to locally caused issues."
(2) Approx. eight months ago, at the first
inspection by manager, my wife and I
asked if the problems could be resolved
by replacing the problem boards. Manager
responded that such a process would involve removal of area planks from walls to
problem plank. Manager recommended to
file a claim against manufacturer. A
possibility that the manufacturer could
replace flooring due to plank wood defects.
We agreed for him to proceed.
(3) Upon claim denial due to no evidence of
defective manufacture of planks,
Manager at another inspection of flooring
recommended putty to fill cracks. We do
not believe that this process will over time
resolve original problem. We believe that the
problem is due to the installation, i.e.
"locally caused issues".
(4) At a minimum resolution, we would agree
to replacement of all 18-20 planks.
(5) Original installation was finished in
June, 2017. It is now the last days of
February, 2018. The problem is still not
resolved. As a customer of Flooring
Master/Orlando we should have received
more responsive and professional recovery.
better customer service.
I would agree to visit the 18-20 planks identified by the home owner and see if we can come to a common ground on replacement if and when it is a reasonable request and accessible for replacement. Anything over and above this request would constitute revisiting this open complaint and we would return to our original position.
(The consumer indicated he/she ACCEPTED the response from the business.)
As of this date, 3/12/2018, we will
accept flooring repair proposal for the 18-20
designated planks with the understanding that
Flooring Master/Orlando is to install the
designated engineered wood flooring planks
matching original installation; and, to
exercise standard installation procedures
with care for owner home and furnishings
on a agreed schedule with owner with a
completion date no later than June,2018.