Hayden's Carpet & Tile

The laminate flooring was not cut short.  If it was cut short, then that gap would have shown up over two years ago.  It would have showed up immediately in fact.  As stated earlier, this is a flooring that expands and contracts (laminate and hardwood floors do this naturally due to environmental/weather conditions).  This is why we require the homeowner to take the responsibility of keeping extra flooring on hand in case work needs to be done to the floor in the future.  This is exactly what happened.  Mr. [redacted] wanted his money back originally on the leftover box of laminate that we sold him and take the risk of not having any leftover materials for us to warrant the floor.We will not purchase this additional box of laminate for him.  We are offering to fix the floor at no labor charge, but the responsibility of purchasing the materials is the end user - not the flooring company.  We are offering him the laminate floor at an exceptional price as well.  Lower than what he paid over two years ago.  Mr. [redacted] knows that this carton of flooring and one trim add up to $63.90 including tax.  If he refuses to take this offer, then I will also be taking the offer to fix his floor at no charge off the table and we can simply go our separate ways.I feel he is using the Revdex.com in an effort to "extort" materials from us when he knows in fact that he had the extra box of laminate in his house two years ago, but refused to keep it and demanded a refund on that one box.  (see prior document I uploaded).My final offer is to fix the floor at no charge after Mr. [redacted] purchases the materials.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Issue #1 Blistering of wood surface. Blistering is the only issue, there is no expansion or contraction issue as [redacted] mentioned. Some of the blisters are four or more inches long, hardly requiring a discerning eye to notice. On two seperate ocassions flooring technicians from Haydens, in the company of my sales person "[redacted]" stated that these blisters were an obvious defect in the floor and that they had never seen any such issues due to humidity or the lack thereof. The blistering is only occurring on a small percentage of the flooring, again, if it were a humidity issue I think the entire floor would be reacting. The ninteen planks I had under my be for the entire two years were all clean except two planks, this ruled out any external cleansing agents or spills on the floor causing this issue. I understand [redacted] was sold, but the warranty on the wood surface states "lifetime". Since I do not have the resources to try and hold [redacted] liable, and due to the fact that Hayden's still does business with [redacted]r, I feel Hayden's should make good on my issue and take it up with the company they have been doing business with for years and continue to stand behind with current customers.

Issue #2 Water damaged area. I readily admit that after having a private contractor come to my home on three ocassions to help figure out why the flooring had buckled and there was no evidence of a  plumbing leak at my home, we concluded that "possibly" on the day that my water filter tank ruptured the side of the house did accumulate about 3 inches of water, just barely covering my sandals as I went around to shut off the power. This event only lasted about fifteen minutes as I had repaired a small leak on the tank the day before and had just turned the pump on to see if my patch would hold. I was cleaning my bbq pit when a heard a "thud" and realized there was water coming around the side of the house. My pool level dropped about 12-15 inches that fast, but not near enough to breach the bottom of the stud wall, again this was verified by my contractor as the molding inside had been removed for the flooring repair and there was no sign of water damage anywhere other than with three or four feet of the crack in the concrete, that I contend should have been sealed before the floor was installed. I am certain that over the last two days there has been an equivalent amount of water from monsoons to have saturated the ground as much as the day of the tank rupture and had I not seal the floor with [redacted], I would have water again today. [redacted] states that he made the flooring repairs at cost, I contend that $607 was hardly his cost. I supplied more than half of the planks needed from my own supply then paid the same price per sq ft for the new ones that Hayden's found in salvage at someone's warehouse, I paid $157 dollars for the wood and $450 for five hours of labor with a helper, this does not sound like a great deal to me, but I will say the work was done well. 

In conclusion, I have a floor that I am embarrased to have guest see in the present condition. Since Hayden's refused to make good on the defect, I chose to pay for the repairs so I could have use of the floor while I pursued action against Hayden's. I started with the Revdex.com in hopes of avoiding litigation. I have also contacted "[redacted]" but they have relayed to me that Hayden's does not have me in their system, I find this odd since I provided copies of both receipts showing my payments to Hayden's. I am currently in touch with "[redacted]" his reputation seems to suggest that he will be a little more aggressive. If none of these venues produces desirable results I am going to make a claim in [redacted]. My total out of pocket with Hayden's at this point is $5,504.97, this rules out small claims court which has a limit of $3,500. If I seek restituion I will have to include the additional cost of removing the existing flooring which I understand is much more complex than carpet or tile, and of course, more costly. I am prepared to accept a cash settlement in the amount of $3,500 or flooring and installation totalling $5,504.97 (retail of course) I don not expect any special pricing.   

Regards,[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Issue #1 Blistering of wood surface. Blistering is the only issue, there is no expansion or contraction issue as [redacted] mentioned. Some of the blisters are four or more inches long, hardly requiring a discerning eye to notice. On two seperate ocassions flooring technicians from Haydens, in the company of my sales person "[redacted]" stated that these blisters were an obvious defect in the floor and that they had never seen any such issues due to humidity or the lack thereof. The blistering is only occurring on a small percentage of the flooring, again, if it were a humidity issue I think the entire floor would be reacting. The ninteen planks I had under my be for the entire two years were all clean except two planks, this ruled out any external cleansing agents or spills on the floor causing this issue. I understand [redacted] was sold, but the warranty on the wood surface states "lifetime". Since I do not have the resources to try and hold [redacted] liable, and due to the fact that Hayden's still does business with [redacted]r, I feel Hayden's should make good on my issue and take it up with the company they have been doing business with for years and continue to stand behind with current customers.

Issue #2 Water damaged area. I readily admit that after having a private contractor come to my home on three ocassions to help figure out why the flooring had buckled and there was no evidence of a  plumbing leak at my home, we concluded that "possibly" on the day that my water filter tank ruptured the side of the house did accumulate about 3 inches of water, just barely covering my sandals as I went around to shut off the power. This event only lasted about fifteen minutes as I had repaired a small leak on the tank the day before and had just turned the pump on to see if my patch would hold. I was cleaning my bbq pit when a heard a "thud" and realized there was water coming around the side of the house. My pool level dropped about 12-15 inches that fast, but not near enough to breach the bottom of the stud wall, again this was verified by my contractor as the molding inside had been removed for the flooring repair and there was no sign of water damage anywhere other than with three or four feet of the crack in the concrete, that I contend should have been sealed before the floor was installed. I am certain that over the last two days there has been an equivalent amount of water from monsoons to have saturated the ground as much as the day of the tank rupture and had I not seal the floor with [redacted], I would have water again today. [redacted] states that he made the flooring repairs at cost, I contend that $607 was hardly his cost. I supplied more than half of the planks needed from my own supply then paid the same price per sq ft for the new ones that Hayden's found in salvage at someone's warehouse, I paid $157 dollars for the wood and $450 for five hours of labor with a helper, this does not sound like a great deal to me, but I will say the work was done well. 

In conclusion, I have a floor that I am embarrased to have guest see in the present condition. Since Hayden's refused to make good on the defect, I chose to pay for the repairs so I could have use of the floor while I pursued action against Hayden's. I started with the Revdex.com in hopes of avoiding litigation. I have also contacted "[redacted]" but they have relayed to me that Hayden's does not have me in their system, I find this odd since I provided copies of both receipts showing my payments to Hayden's. I am currently in touch with "[redacted]" his reputation seems to suggest that he will be a little more aggressive. If none of these venues produces desirable results I am going to make a claim in [redacted]. My total out of pocket with Hayden's at this point is $5,504.97, this rules out small claims court which has a limit of $3,500. If I seek restituion I will have to include the additional cost of removing the existing flooring which I understand is much more complex than carpet or tile, and of course, more costly. I am prepared to accept a cash settlement in the amount of $3,500 or flooring and installation totalling $5,504.97 (retail of course) I don not expect any special pricing.   

Regards,[redacted]

Complaint ID # [redacted]

This is an unfortunate situation for the homeowner who is looking to get his floor replaced at no expense to himself.  We installed his flooring in 2012 and his outdoor pool pump broke in the summer of 2014.  Mr. [redacted] would like our company to take responsibility for this.  Obviously, we do not work on pool pumps, or have anything to do with his pool or his yard.   His issue with the damaged (flooded) wood flooring that we installed has absolutely nothing to do with the flooring work or anything related to Hayden’s Carpet & Tile.

This entire issue should have been taken up with his insurance company that covers his homeowners policy.  Whether or not this type of flooding is covered by his policy is unknown to us.  If it is, then his insurance company would be responsible for any repairs/replacement to his flooring and other damage done to his house caused by the flood.

This is really no different than someone’s toilet leaking or breaking and flooding a home.  Things like this happen all the time and are handled through a homeowner’s insurance policy.  Our company is a vendor for major insurance carriers and we do this type of restoration work all the time, but we are compensated through the insurance company of course.

We sold him a hardwood floor, not a water proof room.  That pretty much sums it up.  Here’s a quick timeline of the events as best we know it:

• 4-12-12: Mr. [redacted] contracted with our company for a new hardwood floor.

• 4-23-12: Hayden’s installed the hardwood flooring

• July, 2014: The exact date is unknown but Mr. [redacted] contacted our company about flooring damage and asked us to look at the issue.

• 7-10-2014: The original sales representative from our company ([redacted]) inspected the damaged floor.

• 7-11-2014: Our company contacted the manufacturer of the hardwood flooring ([redacted]) to see if they could send a factory rep to the home to take a second look.

o We were notified this day that the [redacted] company had been sold and was under new ownership.  The new owners were not taking responsibility for any material or labor claims from the prior owners.  They would not go look at the floor.

• July 11th – July 21st, 2014: (exact date unknown): Our company had contacted a hardwood flooring installer inspect the damage to get an expert opinion on what could be done to solve Mr. [redacted]’s issue.

• 7-22-14:  After having the hardwood installer look at the home, he reported back to us the information about the flood that happened due to the homeowner’s pool pump.  Mr. [redacted] admits that he had standing water from the flood on his wood floor where the damage is.

Complaint ID # [redacted] (continued)

• 8-6-14: Our company tore out the damaged wood flooring in Mr. [redacted]’s floor

o The concrete was still quite wet, so no other work could be done.  The area needed to dry out.

o The wood flooring that Mr. [redacted] purchased is not made any longer. It is a manufacturer discontinued product.  We did however manage to find some more of this same material from a flooring company in Las Vegas.

• 8-21-14: Our company went back to the home and finished the repairs. 

In short, the [redacted] ([redacted]) does not require (nor is it any standard practice by flooring companies/installers) to attempt to “waterproof” any room to try and prevent water that would come from the outside of the home from entering the inside of the home. It’s simply not done and not practical.

Our labor warranty required [redacted] has expired.  Although, this whole ordeal is not even labor related.

In good faith, we’ve completed the repair for Mr. [redacted] and only charged him what it cost us.  We have not profited off of the repair.

The flooring manufacturer did have a limited lifetime warranty, but accidents and misuse are not covered of course.

I do not know any wood manufacturer that would warranty a claim with these circumstances.  There are no defects with the wood flooring, and there are no problems with the installation.  The material and labor are fine.  Again, there was never an issue or complaint with Mr. [redacted]’s flooring until after the flood occurred.  This is why we all carry homeowner’s insurance.

Hayden's Flooring America went out to attempt to slide a laminate board back underneath a t-molding.  The repair was successful.  The job has been fine for over 2 years.  Laminate floors and hardwood floors do expand and contract throughout the year due to humidity changes.The...

floor was originally installed on February 25th, 2013.  When the job was done, there was one extra carton of laminate left over for Mr. [redacted].  We always order at least one additional box of flooring (laminate, wood, tile, etc..) for our customers to keep on hand just in case they would ever need a repair in the future.  Back on March 6th, 2013 when Mr. [redacted] paid his invoice, he refused to keep this extra carton and wanted a refund on it.  We cannot force anyone to keep the additional flooring material, however we strongly suggest it.  He refused to keep it, so we took that extra carton back and we reduced his invoice by $44.42.On April 20th, 2015 (job is now out of warranty), Mr. [redacted] called Haydens and reported a gap in his flooring.  I went out to his home the next day to inspect the gap.  I told him that I would call him back in 2 weeks (May 4th) to see if the gap is still there (it is not uncommon for laminate flooring to contract and show a gap, then expand again and gap goes away).  I called him back on May 4th and he told me that the gap was still present.  So, I wrote up a work order to have one of our installers go out to the home and try to get the laminate back underneath the t-mold.  The repair was a success.  We did not charge Mr. [redacted] anything even though the job is out of warranty.The floor will probably expand and contract again in the future, and we have the opportunity now to resolve the issue.  But, we cannot resolve the issue without having additional flooring material.  So, on 6-2-15, I offered to sell Mr. [redacted] one carton of laminate for $40.39 and one Molding for $18.50.  Both of these prices are less than what he had paid over 2 years ago.  He absolutely refused to pay for any additional materials.  Remember, he wouldn't have had to pay anything if he would have just kept the one left over carton we ordered in for him back in 2013 in the first place.Our company is still willing to fix the floor for Mr. [redacted] at no labor cost.  All we are asking is that for Mr. [redacted] to pay for the materials.  It is not the responsibility of a retail flooring company to store one additional carton of flooring in our own warehouse for every customer who purchases flooring through us.  It is the responsibility of the homeowner to store additional materials.

Complaint ID# [redacted]

 Customer Issue 1. (Blistering of Wood)

While we understand that the appearance of said “blistering” is very concerning to the home owner, this is quiet normal. The wood could be responding to a dry indoor climate or excess humidity,...

causing the wood to absorb the moisture and swell. Some moisture-related problems are visible to the discerning eye. Primarily, wood flooring problems can occur when the wood expands and contracts. This wood movement occurs naturally according to seasonal shifts or when ambient relative humidity levels change in the home. Being that this is an environmental issue, it is not a warranty issue. Natural wood will expand and contract with fluctuation in Humidity. To minimize this, Hayden’s recommended the use of a humidifier. 

Customer Issue 2. (Buckled Planks from water damage)

There is no warranty for water damage. Customer explained to [redacted], a sales person with Hayden’s, after we pulled up the wood planks showing visible signs of moisture that his pool pump had broken. Mr. [redacted] stated that he had at least 6” of standing water on the side of the house were the wood had buckled. Leaks or water intrusions that come from below a subfloor or gets between the subfloor and the flooring will cause problems. There is nothing we can do prevent an accident like this from occurring. This is why we have home owner insurance. There was not an issue with the floor until after this happened.  This issue is not an installation problem. It also has been past the 2 year warranty that is upheld by the [redacted]. There is no warranty at this time. Unfortunately the wood manufacturer [redacted] has since been sold and is under new ownership and is not willing to provide any warranty on the product. Hayden’s Carpet does not provide warranties on any product as they always come from the manufacturer. I repaired the buckled flooring at our cost to try and help resolve this issue. At that time customer seemed to be happy with everything. I am willing to discount a replacement of his flooring but I will not incur all the cost. They have lived on the floor for over 2 years without any problem until his pool pump broke.

Hayden’s Carpet & Tile[redacted]

The laminate flooring was not cut short.  If it was cut short, then that gap would have shown up over two years ago.  It would have showed up immediately in fact.  As stated earlier, this is a flooring that expands and contracts (laminate and hardwood floors do this naturally due to environmental/weather conditions).  This is why we require the homeowner to take the responsibility of keeping extra flooring on hand in case work needs to be done to the floor in the future.  This is exactly what happened.  Mr. [redacted] wanted his money back originally on the leftover box of laminate that we sold him and take the risk of not having any leftover materials for us to warrant the floor.We will not purchase this additional box of laminate for him.  We are offering to fix the floor at no labor charge, but the responsibility of purchasing the materials is the end user - not the flooring company.  We are offering him the laminate floor at an exceptional price as well.  Lower than what he paid over two years ago.  Mr. [redacted] knows that this carton of flooring and one trim add up to $63.90 including tax.  If he refuses to take this offer, then I will also be taking the offer to fix his floor at no charge off the table and we can simply go our separate ways.I feel he is using the Revdex.com in an effort to "extort" materials from us when he knows in fact that he had the extra box of laminate in his house two years ago, but refused to keep it and demanded a refund on that one box.  (see prior document I uploaded).My final offer is to fix the floor at no charge after Mr. [redacted] purchases the materials.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I feel that I should not have to buy a box of wood because if the installer had not cut the one board short we wouldn't have a problem. If I drop something on my floor and damage the floor then I will have to live with it. You may call me at [redacted]  if you have any questionsRegards,[redacted]

Review: I purchased installed wood flooring for my family room on 4/12/2012 for $4,897.97 from Hayden's. In July of 2014 I noticed blistering of the surface in about 20 different areas on my floor. There was also one corner that had a few boards seperated, looked like they had come unglued. I called Hayden's and they sent someone out about a week later. By the time they arrived, the issue in the corner had worsened, one of the planks had buckled, look like possible water damage. [redacted] from Haydens carpet inspected the floor, asked what type of cleaner we used, we showed him the [redacted] brand products we have always used on the floor. He admiited the blistering looked like a defect. [redacted] felt we had a water issue in the corner. I contacted a seperate contractor to evaluate that issue. My contractor said there were no water leaks, suggested there might be a crack in the slab allowing seepage. I called [redacted] and asked him to have his crew come out and pull up enough planks to assess the situation. After pulling up about twelve planks it was obvious that water had seeped through a crack about twelve inches long in the very corner of the room. This crack was clean, obviously not new, and had not been sealed before the floor was installed. I felt that Hayden's should make good on this since their installer failed to seal the floor originally, they did not agree. I paid $607.00 for these repairs on 8/11/14. On the blistering issue, Hayden's now contends that they told me to purchase a humidifier for my home and since I did not that the blistering was my fault. Since I had 19 planks under my bed for two years, and not one of them has a blister, I contend that this is not true and I was never told to purchase a humidifier, I surely would have chosen another product[redacted], the manufacturer changed ownership since I bought the floor, and that was the first excuse Hayden's gave me for not covering the defective flooring, then cleaning products, now lack of humidity in the home?? I have each conversation and visit documented. Met with [redacted] my salesman several times and manager [redacted] at the store on one ocassion.Desired Settlement: I have no doubt that the water damage is due to seepage through the crack in the concrete. I should never have had to pay for this, but Hayden's would not order the extra planks I needed to add to the ones I had without my paying in advance. Whether [redacted] is liable or not, I purchased the floor and installation from Hayden's and I hold them responsible for making good on it. I would happily consider replacement with a (wood look) ceramic floor which is a fair amount cheaper than the mahogany I originally purchased.

Business

Response:

Complaint ID# [redacted]

Customer Issue 1. (Blistering of Wood)

While we understand that the appearance of said “blistering” is very concerning to the home owner, this is quiet normal. The wood could be responding to a dry indoor climate or excess humidity, causing the wood to absorb the moisture and swell. Some moisture-related problems are visible to the discerning eye. Primarily, wood flooring problems can occur when the wood expands and contracts. This wood movement occurs naturally according to seasonal shifts or when ambient relative humidity levels change in the home. Being that this is an environmental issue, it is not a warranty issue. Natural wood will expand and contract with fluctuation in Humidity. To minimize this, Hayden’s recommended the use of a humidifier.

Customer Issue 2. (Buckled Planks from water damage)

There is no warranty for water damage. Customer explained to [redacted], a sales person with Hayden’s, after we pulled up the wood planks showing visible signs of moisture that his pool pump had broken. Mr. [redacted] stated that he had at least 6” of standing water on the side of the house were the wood had buckled. Leaks or water intrusions that come from below a subfloor or gets between the subfloor and the flooring will cause problems. There is nothing we can do prevent an accident like this from occurring. This is why we have home owner insurance. There was not an issue with the floor until after this happened. This issue is not an installation problem. It also has been past the 2 year warranty that is upheld by the [redacted]. There is no warranty at this time. Unfortunately the wood manufacturer [redacted] has since been sold and is under new ownership and is not willing to provide any warranty on the product. Hayden’s Carpet does not provide warranties on any product as they always come from the manufacturer. I repaired the buckled flooring at our cost to try and help resolve this issue. At that time customer seemed to be happy with everything. I am willing to discount a replacement of his flooring but I will not incur all the cost. They have lived on the floor for over 2 years without any problem until his pool pump broke.

Hayden’s Carpet & Tile

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Issue #1 Blistering of wood surface. Blistering is the only issue, there is no expansion or contraction issue as [redacted] mentioned. Some of the blisters are four or more inches long, hardly requiring a discerning eye to notice. On two seperate ocassions flooring technicians from Haydens, in the company of my sales person "[redacted]" stated that these blisters were an obvious defect in the floor and that they had never seen any such issues due to humidity or the lack thereof. The blistering is only occurring on a small percentage of the flooring, again, if it were a humidity issue I think the entire floor would be reacting. The ninteen planks I had under my be for the entire two years were all clean except two planks, this ruled out any external cleansing agents or spills on the floor causing this issue. I understand [redacted] was sold, but the warranty on the wood surface states "lifetime". Since I do not have the resources to try and hold [redacted] liable, and due to the fact that Hayden's still does business with [redacted]r, I feel Hayden's should make good on my issue and take it up with the company they have been doing business with for years and continue to stand behind with current customers.

Issue #2 Water damaged area. I readily admit that after having a private contractor come to my home on three ocassions to help figure out why the flooring had buckled and there was no evidence of a plumbing leak at my home, we concluded that "possibly" on the day that my water filter tank ruptured the side of the house did accumulate about 3 inches of water, just barely covering my sandals as I went around to shut off the power. This event only lasted about fifteen minutes as I had repaired a small leak on the tank the day before and had just turned the pump on to see if my patch would hold. I was cleaning my bbq pit when a heard a "thud" and realized there was water coming around the side of the house. My pool level dropped about 12-15 inches that fast, but not near enough to breach the bottom of the stud wall, again this was verified by my contractor as the molding inside had been removed for the flooring repair and there was no sign of water damage anywhere other than with three or four feet of the crack in the concrete, that I contend should have been sealed before the floor was installed. I am certain that over the last two days there has been an equivalent amount of water from monsoons to have saturated the ground as much as the day of the tank rupture and had I not seal the floor with [redacted], I would have water again today. [redacted] states that he made the flooring repairs at cost, I contend that $607 was hardly his cost. I supplied more than half of the planks needed from my own supply then paid the same price per sq ft for the new ones that Hayden's found in salvage at someone's warehouse, I paid $157 dollars for the wood and $450 for five hours of labor with a helper, this does not sound like a great deal to me, but I will say the work was done well.

In conclusion, I have a floor that I am embarrased to have guest see in the present condition. Since Hayden's refused to make good on the defect, I chose to pay for the repairs so I could have use of the floor while I pursued action against Hayden's. I started with the Revdex.com in hopes of avoiding litigation. I have also contacted "[redacted]" but they have relayed to me that Hayden's does not have me in their system, I find this odd since I provided copies of both receipts showing my payments to Hayden's. I am currently in touch with "[redacted]" his reputation seems to suggest that he will be a little more aggressive. If none of these venues produces desirable results I am going to make a claim in [redacted]. My total out of pocket with Hayden's at this point is $5,504.97, this rules out small claims court which has a limit of $3,500. If I seek restituion I will have to include the additional cost of removing the existing flooring which I understand is much more complex than carpet or tile, and of course, more costly. I am prepared to accept a cash settlement in the amount of $3,500 or flooring and installation totalling $5,504.97 (retail of course) I don not expect any special pricing.

Regards,

Business

Response:

Complaint ID # [redacted]

This is an unfortunate situation for the homeowner who is looking to get his floor replaced at no expense to himself. We installed his flooring in 2012 and his outdoor pool pump broke in the summer of 2014. Mr. [redacted] would like our company to take responsibility for this. Obviously, we do not work on pool pumps, or have anything to do with his pool or his yard. His issue with the damaged (flooded) wood flooring that we installed has absolutely nothing to do with the flooring work or anything related to Hayden’s Carpet & Tile.

This entire issue should have been taken up with his insurance company that covers his homeowners policy. Whether or not this type of flooding is covered by his policy is unknown to us. If it is, then his insurance company would be responsible for any repairs/replacement to his flooring and other damage done to his house caused by the flood.

This is really no different than someone’s toilet leaking or breaking and flooding a home. Things like this happen all the time and are handled through a homeowner’s insurance policy. Our company is a vendor for major insurance carriers and we do this type of restoration work all the time, but we are compensated through the insurance company of course.

We sold him a hardwood floor, not a water proof room. That pretty much sums it up. Here’s a quick timeline of the events as best we know it:

• 4-12-12: Mr. [redacted] contracted with our company for a new hardwood floor.

• 4-23-12: Hayden’s installed the hardwood flooring

• July, 2014: The exact date is unknown but Mr. [redacted] contacted our company about flooring damage and asked us to look at the issue.

• 7-10-2014: The original sales representative from our company ([redacted]) inspected the damaged floor.

• 7-11-2014: Our company contacted the manufacturer of the hardwood flooring ([redacted]) to see if they could send a factory rep to the home to take a second look.

o We were notified this day that the [redacted] company had been sold and was under new ownership. The new owners were not taking responsibility for any material or labor claims from the prior owners. They would not go look at the floor.

• July 11th – July 21st, 2014: (exact date unknown): Our company had contacted a hardwood flooring installer inspect the damage to get an expert opinion on what could be done to solve Mr. [redacted]’s issue.

• 7-22-14: After having the hardwood installer look at the home, he reported back to us the information about the flood that happened due to the homeowner’s pool pump. Mr. [redacted] admits that he had standing water from the flood on his wood floor where the damage is.

Complaint ID # [redacted] (continued)

• 8-6-14: Our company tore out the damaged wood flooring in Mr. [redacted]’s floor

o The concrete was still quite wet, so no other work could be done. The area needed to dry out.

o The wood flooring that Mr. [redacted] purchased is not made any longer. It is a manufacturer discontinued product. We did however manage to find some more of this same material from a flooring company in Las Vegas.

• 8-21-14: Our company went back to the home and finished the repairs.

In short, the [redacted]) does not require (nor is it any standard practice by flooring companies/installers) to attempt to “waterproof” any room to try and prevent water that would come from the outside of the home from entering the inside of the home. It’s simply not done and not practical.

Our labor warranty required [redacted] has expired. Although, this whole ordeal is not even labor related.

In good faith, we’ve completed the repair for Mr. [redacted] and only charged him what it cost us. We have not profited off of the repair.

The flooring manufacturer did have a limited lifetime warranty, but accidents and misuse are not covered of course.

I do not know any wood manufacturer that would warranty a claim with these circumstances. There are no defects with the wood flooring, and there are no problems with the installation. The material and labor are fine. Again, there was never an issue or complaint with Mr. [redacted]’s flooring until after the flood occurred. This is why we all carry homeowner’s insurance.

Review: On Jan. 30, 2013 I had hayden's Carpet install wood flooring. About 2 mo. ago one board moved leaving a gap. The salesman came out and looked at the problen and said he would order one of the board. On June 1 the installer came out to do the repair and didn't have the board. The salesman didn't order the board. After the installer left the salesman called me thing he was calling some othe person. Then the salesman told me I would have to buy a box of boards for $65. I told the salesman "NO" I would not pay for the box of wood because it was the installer that had cut the board to short. I will never do business with them again.Desired Settlement: Hayden's Carpet sould replace the board at hayden's Carpets cost!

Business

Response:

Hayden's Flooring America went out to attempt to slide a laminate board back underneath a t-molding. The repair was successful. The job has been fine for over 2 years. Laminate floors and hardwood floors do expand and contract throughout the year due to humidity changes.The floor was originally installed on February 25th, 2013. When the job was done, there was one extra carton of laminate left over for Mr. [redacted]. We always order at least one additional box of flooring (laminate, wood, tile, etc..) for our customers to keep on hand just in case they would ever need a repair in the future. Back on March 6th, 2013 when Mr. [redacted] paid his invoice, he refused to keep this extra carton and wanted a refund on it. We cannot force anyone to keep the additional flooring material, however we strongly suggest it. He refused to keep it, so we took that extra carton back and we reduced his invoice by $44.42.On April 20th, 2015 (job is now out of warranty), Mr. [redacted] called Haydens and reported a gap in his flooring. I went out to his home the next day to inspect the gap. I told him that I would call him back in 2 weeks (May 4th) to see if the gap is still there (it is not uncommon for laminate flooring to contract and show a gap, then expand again and gap goes away). I called him back on May 4th and he told me that the gap was still present. So, I wrote up a work order to have one of our installers go out to the home and try to get the laminate back underneath the t-mold. The repair was a success. We did not charge Mr. [redacted] anything even though the job is out of warranty.The floor will probably expand and contract again in the future, and we have the opportunity now to resolve the issue. But, we cannot resolve the issue without having additional flooring material. So, on 6-2-15, I offered to sell Mr. [redacted] one carton of laminate for $40.39 and one Molding for $18.50. Both of these prices are less than what he had paid over 2 years ago. He absolutely refused to pay for any additional materials. Remember, he wouldn't have had to pay anything if he would have just kept the one left over carton we ordered in for him back in 2013 in the first place.Our company is still willing to fix the floor for Mr. [redacted] at no labor cost. All we are asking is that for Mr. [redacted] to pay for the materials. It is not the responsibility of a retail flooring company to store one additional carton of flooring in our own warehouse for every customer who purchases flooring through us. It is the responsibility of the homeowner to store additional materials.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I feel that I should not have to buy a box of wood because if the installer had not cut the one board short we wouldn't have a problem. If I drop something on my floor and damage the floor then I will have to live with it. You may call me at [redacted] if you have any questionsRegards,[redacted]

Business

Response:

The laminate flooring was not cut short. If it was cut short, then that gap would have shown up over two years ago. It would have showed up immediately in fact. As stated earlier, this is a flooring that expands and contracts (laminate and hardwood floors do this naturally due to environmental/weather conditions). This is why we require the homeowner to take the responsibility of keeping extra flooring on hand in case work needs to be done to the floor in the future. This is exactly what happened. Mr. [redacted] wanted his money back originally on the leftover box of laminate that we sold him and take the risk of not having any leftover materials for us to warrant the floor.We will not purchase this additional box of laminate for him. We are offering to fix the floor at no labor charge, but the responsibility of purchasing the materials is the end user - not the flooring company. We are offering him the laminate floor at an exceptional price as well. Lower than what he paid over two years ago. Mr. [redacted] knows that this carton of flooring and one trim add up to $63.90 including tax. If he refuses to take this offer, then I will also be taking the offer to fix his floor at no charge off the table and we can simply go our separate ways.I feel he is using the Revdex.com in an effort to "extort" materials from us when he knows in fact that he had the extra box of laminate in his house two years ago, but refused to keep it and demanded a refund on that one box. (see prior document I uploaded).My final offer is to fix the floor at no charge after Mr. [redacted] purchases the materials.