Glanet Hollywood Enterprise

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
The original complaint was made only two months after installation The retailer did not say to snap the tongue and groove together and lay them on the floor, and they did not offer tips They gave instructions They said to attach the materials to the ceiling joists using brads and to not use mastic They showed photos of cork on surfaces other than floors These photos were on their website.The installer would not have followed through with the installation instructions if the retailer had said not to use the product on ceilings or if the retailer had said she was uncertainThe retailer voiced no uncertainty She said the product was suitable for ceilings and gave specific instructions for installation and pointed me to the website's photos She even asked me to send photos of the installation I did do that, but the photos I sent were of warped tiles.From the statements being made by the retailer, her initial assurances about the suitability of the product and the installation instructions were misleading since she is now saying we should not have installed the product I was a responsible customer and asked a straightforward question about whether the product was suitable for ceilings She said "yes" I asked if there were installation instructions, and she gave them to me Is it not the retailer's responsibility to appropriately communicate the product's fit for use or that she state that she is not qualified to answer the question? To place the responsibility for her assurances going wrong on someone else is scapegoating I bought the product directly from EcoFriendly Flooring They are responsible for the information they gave.EcoFriendly Flooring is not taking responsibility for their claimsRegards,
*** ***

We do not accept any claims for damaged goodsSince the customer's order was received over 60months ago in good condition, we find no grounds for any damage claimsIn spite of any/all information we have provided to the installer and the purchaser for tips on installing the cork; the installation, months later, has not met the purchaser's expectationsSince the product arrived in perfect condition, whoever installed that product is responsible for the judgment they did or did not make and the installation methods they ultimately chose to use for installing the productThis is not a case of damaged product or product failureThis is the case on installation methods/strategies used in an environment which perhaps was not suitable in terms of the fluctuations in its humidityAny professional contractor who works with wood or wood products would have been able to determine if the product could successfully be installed in the installation area (regardless of whatever installation tips they may have obtained from us, other contractors, or industry literature)If the professional contractor found that they did not have enough information or the tips for installation they received seem illogical, then it was the responsibility of that installer to make a judgment call to use those tips, to modify the tips, or to choose another installation method.As the manufacturer's representative, we are shipping boxes from our warehouse in WisconsinWe do not see the installation site, we make no measurements, and we have only basic conversations with installersThe planks are tongue grooveThey only snap together in one wayIt is really quite simpleNow, once that basic info is understood, the installer needs to do all of his/her site investigation, measurements, moisture testing, and other assessments which can only be done on site.This would be similar to a situation where we tell someone how to click the tongue and groove together, we ship them the product, and then they hire a local installerThe local installer discovers that this cork was to go into a basement with high moisture contentOf course, our information about how to click together the tongue and groove was helpful; however, there is much more to be determined on site from the installation contractor to see exactly how the floor would be installed and whether the humidity is suitable etcWe do not get involved in those decisions, and there is no way for us as the box shippers, to even offer site specific adviceTHIS IS THE RESPONSIBILITY OF THE INSTALLERS.This is a case of installer errormonths have passed, and the purchaser needs to work with their installer to find a solution to correct his installationWe are not interested in continuing this old conversation any further and consider the case closedWe request that Revdex.com close the complaint, and we will not be making any further replies.thank you

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]

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] [redacted]