Images Flooring

We have confirmation from [redacted] , the supplier of this material, at this time they are now willing to donate the material for a replacement on this jobThey would like the consumer to pick a different product if possible, as this selection if not recommended for the climate in ColoradoThe selections were not done with Images Flooring, if they were this wouldn't have been a product we would have shownNow that we installed it for this supplier and builder as selected by the consumer we are getting the complaintSo truly we feel the complaint belongs to [redacted] We will be discussing with them on covering the labor costs as wellWe have no control over how much another flooring company charged or the builder charged, so the $25,is way to high for compensation if it goes that routePlease let me know if you need anything further at this timeThanks for your timeGinger K***Operations ManagerImages Flooring

Initial Business Response / [redacted] (1000, 5, 2015/05/11) */ [redacted] is the manufacturer of the product, we only install the materialsPlease see attached letter from them on the issues at handPlease let me know if you have any other questions April 17th, Atten: [redacted] Images Flooring [redacted] Ave Englewood CO RE: Claim filed at Bridle Dr Dear Ms [redacted] This letter is acknowledgement of a claim registered against the invoice for style Nottoway, color Weathered Saddle for finish issues on the hardwood I inspected this wood on site on April 8thAt the time of inspection there was three spots marked with blue tape and the home owner also pointed out one board that had movementI found one of the spots marked with blue tape to be a knot hole in the wood where a piece of the wood had chipped outI found the other two areas of concern to be small chips in the side of the materialThe home owner stated that the board that had movement had been replaced alreadyThe homeowner also stated that the installer had been out twice before to repair boards that had chips I found no finish or material issues in any of the installed materialThe boards that were marked on site with chips is a site related conditionThe movement of the one board is either a low spot in the subfloor or the board repair was not glued down completely This is a real handscraped floor so some rough areas and deep scrape marks are considered a characteristic of this material I find no cause for future consideration of this matter from a manufacturing standpoint Proper care and maintenance can help minimize the occurrence of scratches, chips and dentsThe following maintenance and care guides should be followed to keep your hardwood floor looking like new: For cleaning: • Use a soft cloth to blot spills and spots as soon as they happenAlways avoid allowing liquids to stand on your floor• Sweep, dust, or vacuum the floor regularly with the hard floor attachment (not the beater bar) to prevent accumulation of dirt or grit that can scratch or dull the floor finish• Clean the floor with R2X Hard Surfaces Flooring Cleaner from Shaw's line of floor covering care products While cleaning is easy, there are a few things to avoid: • Don't use oil based, wax, polish, or strong ammoniated or abrasive cleaners• Don't use steel wool or scouring powder• Don't wash or wet-mop the floor with soap, water, oil-soap detergent, or any other liquid cleaning materialThis could cause swelling, warping, delamination, and joint-line separation, and void the warranty• Don't use any type of buffing machine Other routine care instructions: • For spots such as candle wax or chewing gum, harden the spot with ice and then gently scrape with a plastic scraper, such as a credit cardBe careful not to scratch the flooring surfaceWipe clean with a damp cloth• For tough stains, use Shaw's R2X Hard Surfaces Flooring Cleaner• Do not use any type of buffing machine Use protective mats Good quality entry and exit mats will help collect the dirt, sand, grit, and other substances such as oil, asphalt, or driveway sealer that can otherwise be tracked onto your flooringDo not use rubber- or foam-backed plastic mats as they may discolor the flooringTo prevent slippage, use an approved vinyl rug underlayment Use floor protectors on furniture Use floor protectors and wide-load-bearing leg bases/rollers to minimize indentations and scratches from heavy objectsAs a rule, the heavier the object, the wider the floor protector should be Maintain relative humidity level • Maintain a indoor relative humidity level between and 65% throughout the year to minimize the natural expansion and contraction of wood• Heating Season (Dry): A humidifier is recommended to prevent excess shrinkage due to low humidity levelsWood stove and electric heat tend to create very dry conditions• Non Heating Season (Wet): An air conditioner, dehumidifier or periodically turning on your heating system can maintain humidity during the summer monthsAvoid excessive exposure to water during periods of inclement weather Avoid sharp objects While your Shaw Hardwood floor is one of the most wear resistant floors on the market, sharp or pointed objects can damage it nonetheless Watch your feet Remove shoes with spiked or damaged heels before walking on the floorThey many cause indentations in your flooring Watch your pet's feet Keep your pet's nails trimmed to keep them from scratching your flooringRearrange your rugs and furniture Periodically rearranging your area rugs and furniture will allow the flooring to age evenlyUV sunlight will soften the tone of different species of hardwood to varying degrees Protect the floor when moving Use a dolly when moving heavy furniture or appliancesBut first, put down a sheet of quarter-inch plywood or Masonite to protect the floorNever try to slide or roll heavy objects across the floor If you have further questions or concerns regarding our warranties or care and maintenance, please contact our Shaw Information Center at XXX-XXX-XXXX or visit our website at www.shawfloors.com Sincerely, [redacted] Builder Account Specialist XXX-XXX-XXXX Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/05/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) The lady from Shaw that came out is making statements.The conversation we had was not the same as she is putting in the letterThere is a total of tape marks that I had and showed herThree as you come in the door and three more at the backI NEVER said "chips" they are splinters coming upI was not having an issue with the fact that it is "handscraped"She had told me that she gets a large amount of complaints on this flooringThat tell me there is more of an issue here The statement "The boards that were marked on site with chips is a site related condition" What is she implying by that? I showed her that we only use a micro fiber mop with a little water to cleanThat no shoes are ever worn in our house, Which she did not respect that and just wore her shoes aroundAlso that the kids do NOT play with anything on that areaOnly in the up stairs rooms or in the basementI will attach photos of some of the areasthis is the boards splintering off on the edges, Same issue I have had since I moved in and they have been replacing boards forI should not have to replace boards every 3-monthsThis is a defective product and very poor qualityThis is not "normal" Final Consumer Response / [redacted] (4200, 24, 2015/08/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) The Flooring has been replaced and looks great, but not completeThe trim is in poor shape nowchunks missing and crackedThey have been working on getting trim to fix thisWas told maybe some time this week.been waiting on this to get done for weeks!!!! Also dish washer does not work as it did before they pulled it outsounds like marbles when its runningWas told they would call a plumer and then call me back in minutesnever heard back on thatgoing to email them today Complaint Response Date bumped because: Holiday Final Business Response / [redacted] (4000, 26, 2015/09/23) */ We have started the install of the new baseboardsWe were not able to complete yesterday and have scheduled to go back next week