This is in response to the most recent response from Ms***: We have remained devastated that this happened to the [redacted] homeThis is as fresh to us months later as it was in JuneWe rely 100% on a “no advertising” business plan and rely solely on the happiness of our years of customers as our only source of referralsWe have months, using our expertise, independent industry professionals, and building consultants to help the ***s We have made several offers to use our resources to solve, permanently, the effects that the enormous moisture conditions made to their floor this summerAll gave them a secure plan that their floor integrity remained intactIn fact a 98% success rate in the floor was of surprise to all involved with readings in excess of 22% All communicated to Ms [redacted] that once the moisture issue was resolved, the floor could be easily sanded and finished back to perfectThere were offers made by all to do that for them, even though the extreme moisture was of no cause by any of us/them The [redacted] home met all wood, humidity, and dryness standards in April at time of installation Ms [redacted] and/or her husband were present on site daily during it’s installation prior to it being covered and thus protected The floor was and still remains beautiful It was perfect in April, and 98% of it still is, given what it has been through this summer We received no complaints or concerns at time of installation It was then covered and protected.What transpired in the months that followed to push moisture readings out of the 8.5-9% range to in excess of 22% in two months is the issue at hand 12-13% would have been deemed high, 16-17% would have been excessive, Ms [redacted] stood present in the first part of July as another independent hardwood professional took readings in the 22-23% range ..considered “catastrophic” I was personally onsite for that reading, and she will remember shed tears I knew at that moment that they had major moisture present that was not present at time of install.A flooring company cannot be expected to control moisture conditions, or keep them stable in a home in the months following its completionThat is the responsibility of the homeowner, builder, and other contractors that follow us.Ms [redacted] cannot be convinced of this, or that a floor should have remained perfect through what has been deemed “catastrophic” moisture level.Both [redacted] of this company, three independent hardwood professionals, and the findings of a year building consultant have had no success rationalizing these facts to her.She is right on this ..she is a layman who hired professionals in their fields to safe guard her home through its construction process with quality products and top notch labor installing them She received both from our company Something went very wet, and wrong after that The good news if she would open her heart and mind to those around her, is that the house can be easily dried out if it hasn’t been already, and at least her floors can be easily brought back to perfect with a couple days of professional finishing.She has had that support since the onset, with all of our resourcesWe very much hope she moves forward with solutions right in front of her by peoples who care very much
November 16, As stated in our last correspondence, we have all agreed that the cause of the floor problem is a moisture problem, through no fault of our own, as we had not occupied the home prior to the discovery of the inferior floor Ms [redacted] continues to portray me to be unfeeling, non-responsive and un-rational Due to the fact that we are requesting a new floor; rather than her suggestion of refinishing the floor; which she has not offered to cover the costs of, nor our inconvenience; she is now making personal attacks If she feels someone else is responsible for the moisture levels that affected the floor, she needs to pursue those avenues herselfThe fact of the matter still remains The ***’s have an unacceptable Asian Hardwood floor purchased from and installed by Lakewood Direct Flooring and KitchenScapes, in their new construction home I believe my husband and I have addressed all of the facts, falsehoods, and accusations presented throughout these correspondences, and no longer wish to prolong our devastation in this matter This complaint is now in the hands of our attorney and our complaint with the Revdex.com of Wisconsin remains – NOT SATISFIED
The situation at the new construction home being referenced is very unfortunate.In our years in business, we have never encountered the conditions present in their home.We installed all of their cabinetry, custom tile shower, vinyl tiles, vinyl planking and carpeting throughout the
home without complaintTheir wood was no exception. It was covered for protection from other sub-contractors and upon the protection removal late June, the finish on to 1.5% of the floor was showing signs of finish cracking The floor and house conditions were inspected by both owners of our company, as well as (3) outside third party hardwood professionals over the days that followed. All agreed…The boards were swollen with moisture After its installation in late April, and the discovery of the finish in June, the moisture readings inside of the home had more than double, once -10% now in excess of 22%, which in our industry is considered extremely wet. All five professionals onsite diagnosed the boards as extremely swollen from moisture, causing extreme pressure on themselves due to their expansion, and thus something was bound to give and in this case it was finish. We all agreed on two things….1) we were surprised that less than 2% of the floor had failed in that wet of an environment and that the other 98% held strong, and 2) IF the source of the moisture wasn’t diagnosed, and rectified, more boards would follow suit as well as any other product in the house constructed of wood.This is a hugely disappointing series of events for any new homeowner excited about their new home We work closely together for months to bring all of these products and designs to a beautiful end. This is sickening for all of us .An independent wood consultant felt strongly that the absence of gutters on the home all spring thru late September, our rainiest and wettest season, in addition to a mechanical issue keeping their air conditioner from staying on inside the home, was the culprit. The house just couldn’t keep the moisture out from its foundation and once inside wasn’t being handled by the absence of an air conditioner operating properly during the spring and summer months.A plan was advised by all: Install Gutters, dry the house out to acceptable levels, make it stabilize there, then, and only then, can that floor be addressed, repaired or replaced. We would not attempt any repair or replacement until it was drierA commercial dehumidifier was brought in and successfully reduced the moisture, when it was removed, the house rebounded once again to moist level Introducing any new floor or repaired boards into high moisture conditions would only replicate the problem.We are hugely disappointed for all involved…them, their builder, and us. We are completing our 13th year in business, dependent 100% on the referral of others. We do not advertise. This marks our first wood issue in all those years. We have never had a hardwood product claim or hardwood installation claim to date. We have over sf of their wood installed without incident. This is a wet moist environment that unfortunately damaged their floor. This homeowner was non receptive from June forward to any information from us or others as to its cause, or any information to SOLVE that problem. They wanted a new floor period, and that became an intense focus. We pride ourselves in the fact that even though the demands and communications became hostile and intensified toward us, we stayed plugged in with over onsite visits to help them through fixing the problem and utilizing our resources to help them refinish the floor to new, once the moisture was under control. We are understanding, we are saddened that this happened to them and their new home experience, and we tried very hard to help them through it
November 16, 2017 As stated in our last correspondence, we have all agreed that the cause of the floor problem is a moisture problem, through no fault of our own, as we had not occupied the home prior to the discovery of the inferior floor. Ms. [redacted] continues to portray me to be unfeeling, non-responsive and un-rational. Due to the fact that we are requesting a new floor; rather than her suggestion of refinishing the floor; which she has not offered to cover the costs of, nor our inconvenience; she is now making personal attacks. If she feels someone else is responsible for the moisture levels that affected the floor, she needs to pursue those avenues herself. The fact of the matter still remains. The [redacted]’s have an unacceptable Asian Hardwood floor purchased from and installed by Lakewood Direct Flooring and KitchenScapes, in their new construction home. I believe my husband and I have addressed all of the facts, falsehoods, and accusations presented throughout these correspondences, and no longer wish to prolong our devastation in this matter. This complaint is now in the hands of our attorney and our complaint with the Revdex.com of Wisconsin remains – NOT SATISFIED.
This is in response to the most recent response from Ms. [redacted]: We have remained devastated that this happened to the [redacted] home. This is as fresh to us 6 months later as it was in June. We rely 100% on a “no advertising” business plan and rely solely on the happiness of our 13 years of customers as our only source of referrals. We have 6 months, using our expertise, independent industry professionals, and building consultants to help the [redacted]s. We have made several offers to use our resources to solve, permanently, the effects that the enormous moisture conditions made to their floor this summer. All gave them a secure plan that their floor integrity remained intact. In fact a 98% success rate in the floor was of surprise to all involved with readings in excess of 22%. All communicated to Ms. [redacted] that once the moisture issue was resolved, the floor could be easily sanded and finished back to perfect. There were offers made by all to do that for them, even though the extreme moisture was of no cause by any of us/them. The [redacted] home met all wood, humidity, and dryness standards in April at time of installation. Ms. [redacted] and/or her husband were present on site daily during it’s installation prior to it being covered and thus protected. The floor was and still remains beautiful. It was perfect in April, and 98% of it still is, given what it has been through this summer. We received no complaints or concerns at time of installation. It was then covered and protected.What transpired in the months that followed to push moisture readings out of the 8.5-9% range to in excess of 22% in two months is the issue at hand. 12-13% would have been deemed high, 16-17% would have been excessive, Ms. [redacted] stood present in the first part of July as another independent hardwood professional took readings in the 22-23% range…..considered “catastrophic” I was personally onsite for that reading, and she will remember shed tears. I knew at that moment that they had major moisture present that was not present at time of install.A flooring company cannot be expected to control moisture conditions, or keep them stable in a home in the months following its completion. That is the responsibility of the homeowner, builder, and other contractors that follow us.Ms. [redacted] cannot be convinced of this, or that a floor should have remained perfect through what has been deemed “catastrophic” moisture level.Both [redacted] of this company, three independent hardwood professionals, and the findings of a 40 year building consultant have had no success rationalizing these facts to her.She is right on this…..she is a layman who hired professionals in their fields to safe guard her home through its construction process with quality products and top notch labor installing them. She received both from our company. Something went very wet, and wrong after that. The good news if she would open her heart and mind to those around her, is that the house can be easily dried out if it hasn’t been already, and at least her floors can be easily brought back to perfect with a couple days of professional finishing.She has had that support since the onset, with all of our resources. We very much hope she moves forward with solutions right in front of her by peoples who care very much.
This is in response to the most recent response from Ms***: We have remained devastated that this happened to the [redacted] homeThis is as fresh to us months later as it was in JuneWe rely 100% on a “no advertising” business plan and rely solely on the happiness of our years of customers as our only source of referralsWe have months, using our expertise, independent industry professionals, and building consultants to help the ***s We have made several offers to use our resources to solve, permanently, the effects that the enormous moisture conditions made to their floor this summerAll gave them a secure plan that their floor integrity remained intactIn fact a 98% success rate in the floor was of surprise to all involved with readings in excess of 22% All communicated to Ms [redacted] that once the moisture issue was resolved, the floor could be easily sanded and finished back to perfectThere were offers made by all to do that for them, even though the extreme moisture was of no cause by any of us/them The [redacted] home met all wood, humidity, and dryness standards in April at time of installation Ms [redacted] and/or her husband were present on site daily during it’s installation prior to it being covered and thus protected The floor was and still remains beautiful It was perfect in April, and 98% of it still is, given what it has been through this summer We received no complaints or concerns at time of installation It was then covered and protected.What transpired in the months that followed to push moisture readings out of the 8.5-9% range to in excess of 22% in two months is the issue at hand 12-13% would have been deemed high, 16-17% would have been excessive, Ms [redacted] stood present in the first part of July as another independent hardwood professional took readings in the 22-23% range ..considered “catastrophic” I was personally onsite for that reading, and she will remember shed tears I knew at that moment that they had major moisture present that was not present at time of install.A flooring company cannot be expected to control moisture conditions, or keep them stable in a home in the months following its completionThat is the responsibility of the homeowner, builder, and other contractors that follow us.Ms [redacted] cannot be convinced of this, or that a floor should have remained perfect through what has been deemed “catastrophic” moisture level.Both [redacted] of this company, three independent hardwood professionals, and the findings of a year building consultant have had no success rationalizing these facts to her.She is right on this ..she is a layman who hired professionals in their fields to safe guard her home through its construction process with quality products and top notch labor installing them She received both from our company Something went very wet, and wrong after that The good news if she would open her heart and mind to those around her, is that the house can be easily dried out if it hasn’t been already, and at least her floors can be easily brought back to perfect with a couple days of professional finishing.She has had that support since the onset, with all of our resourcesWe very much hope she moves forward with solutions right in front of her by peoples who care very much
November 16, As stated in our last correspondence, we have all agreed that the cause of the floor problem is a moisture problem, through no fault of our own, as we had not occupied the home prior to the discovery of the inferior floor Ms [redacted] continues to portray me to be unfeeling, non-responsive and un-rational Due to the fact that we are requesting a new floor; rather than her suggestion of refinishing the floor; which she has not offered to cover the costs of, nor our inconvenience; she is now making personal attacks If she feels someone else is responsible for the moisture levels that affected the floor, she needs to pursue those avenues herselfThe fact of the matter still remains The ***’s have an unacceptable Asian Hardwood floor purchased from and installed by Lakewood Direct Flooring and KitchenScapes, in their new construction home I believe my husband and I have addressed all of the facts, falsehoods, and accusations presented throughout these correspondences, and no longer wish to prolong our devastation in this matter This complaint is now in the hands of our attorney and our complaint with the Revdex.com of Wisconsin remains – NOT SATISFIED
The situation at the new construction home being referenced is very unfortunate.In our years in business, we have never encountered the conditions present in their home.We installed all of their cabinetry, custom tile shower, vinyl tiles, vinyl planking and carpeting throughout the
home without complaintTheir wood was no exception. It was covered for protection from other sub-contractors and upon the protection removal late June, the finish on to 1.5% of the floor was showing signs of finish cracking The floor and house conditions were inspected by both owners of our company, as well as (3) outside third party hardwood professionals over the days that followed. All agreed…The boards were swollen with moisture After its installation in late April, and the discovery of the finish in June, the moisture readings inside of the home had more than double, once -10% now in excess of 22%, which in our industry is considered extremely wet. All five professionals onsite diagnosed the boards as extremely swollen from moisture, causing extreme pressure on themselves due to their expansion, and thus something was bound to give and in this case it was finish. We all agreed on two things….1) we were surprised that less than 2% of the floor had failed in that wet of an environment and that the other 98% held strong, and 2) IF the source of the moisture wasn’t diagnosed, and rectified, more boards would follow suit as well as any other product in the house constructed of wood.This is a hugely disappointing series of events for any new homeowner excited about their new home We work closely together for months to bring all of these products and designs to a beautiful end. This is sickening for all of us .An independent wood consultant felt strongly that the absence of gutters on the home all spring thru late September, our rainiest and wettest season, in addition to a mechanical issue keeping their air conditioner from staying on inside the home, was the culprit. The house just couldn’t keep the moisture out from its foundation and once inside wasn’t being handled by the absence of an air conditioner operating properly during the spring and summer months.A plan was advised by all: Install Gutters, dry the house out to acceptable levels, make it stabilize there, then, and only then, can that floor be addressed, repaired or replaced. We would not attempt any repair or replacement until it was drierA commercial dehumidifier was brought in and successfully reduced the moisture, when it was removed, the house rebounded once again to moist level Introducing any new floor or repaired boards into high moisture conditions would only replicate the problem.We are hugely disappointed for all involved…them, their builder, and us. We are completing our 13th year in business, dependent 100% on the referral of others. We do not advertise. This marks our first wood issue in all those years. We have never had a hardwood product claim or hardwood installation claim to date. We have over sf of their wood installed without incident. This is a wet moist environment that unfortunately damaged their floor. This homeowner was non receptive from June forward to any information from us or others as to its cause, or any information to SOLVE that problem. They wanted a new floor period, and that became an intense focus. We pride ourselves in the fact that even though the demands and communications became hostile and intensified toward us, we stayed plugged in with over onsite visits to help them through fixing the problem and utilizing our resources to help them refinish the floor to new, once the moisture was under control. We are understanding, we are saddened that this happened to them and their new home experience, and we tried very hard to help them through it
November 16, 2017 As stated in our last correspondence, we have all agreed that the cause of the floor problem is a moisture problem, through no fault of our own, as we had not occupied the home prior to the discovery of the inferior floor. Ms. [redacted] continues to portray me to be unfeeling, non-responsive and un-rational. Due to the fact that we are requesting a new floor; rather than her suggestion of refinishing the floor; which she has not offered to cover the costs of, nor our inconvenience; she is now making personal attacks. If she feels someone else is responsible for the moisture levels that affected the floor, she needs to pursue those avenues herself. The fact of the matter still remains. The [redacted]’s have an unacceptable Asian Hardwood floor purchased from and installed by Lakewood Direct Flooring and KitchenScapes, in their new construction home. I believe my husband and I have addressed all of the facts, falsehoods, and accusations presented throughout these correspondences, and no longer wish to prolong our devastation in this matter. This complaint is now in the hands of our attorney and our complaint with the Revdex.com of Wisconsin remains – NOT SATISFIED.
This is in response to the most recent response from Ms. [redacted]: We have remained devastated that this happened to the [redacted] home. This is as fresh to us 6 months later as it was in June. We rely 100% on a “no advertising” business plan and rely solely on the happiness of our 13 years of customers as our only source of referrals. We have 6 months, using our expertise, independent industry professionals, and building consultants to help the [redacted]s. We have made several offers to use our resources to solve, permanently, the effects that the enormous moisture conditions made to their floor this summer. All gave them a secure plan that their floor integrity remained intact. In fact a 98% success rate in the floor was of surprise to all involved with readings in excess of 22%. All communicated to Ms. [redacted] that once the moisture issue was resolved, the floor could be easily sanded and finished back to perfect. There were offers made by all to do that for them, even though the extreme moisture was of no cause by any of us/them. The [redacted] home met all wood, humidity, and dryness standards in April at time of installation. Ms. [redacted] and/or her husband were present on site daily during it’s installation prior to it being covered and thus protected. The floor was and still remains beautiful. It was perfect in April, and 98% of it still is, given what it has been through this summer. We received no complaints or concerns at time of installation. It was then covered and protected.What transpired in the months that followed to push moisture readings out of the 8.5-9% range to in excess of 22% in two months is the issue at hand. 12-13% would have been deemed high, 16-17% would have been excessive, Ms. [redacted] stood present in the first part of July as another independent hardwood professional took readings in the 22-23% range…..considered “catastrophic” I was personally onsite for that reading, and she will remember shed tears. I knew at that moment that they had major moisture present that was not present at time of install.A flooring company cannot be expected to control moisture conditions, or keep them stable in a home in the months following its completion. That is the responsibility of the homeowner, builder, and other contractors that follow us.Ms. [redacted] cannot be convinced of this, or that a floor should have remained perfect through what has been deemed “catastrophic” moisture level.Both [redacted] of this company, three independent hardwood professionals, and the findings of a 40 year building consultant have had no success rationalizing these facts to her.She is right on this…..she is a layman who hired professionals in their fields to safe guard her home through its construction process with quality products and top notch labor installing them. She received both from our company. Something went very wet, and wrong after that. The good news if she would open her heart and mind to those around her, is that the house can be easily dried out if it hasn’t been already, and at least her floors can be easily brought back to perfect with a couple days of professional finishing.She has had that support since the onset, with all of our resources. We very much hope she moves forward with solutions right in front of her by peoples who care very much.