M & M Floor Covering of New Castle

Review: M&M Floor installation of Mohawk Hardwood Flooring 32457-13 Maple Bourbon

with Scotch-Guard w/Repel Technology and Armormax

February 4th - started installation

February 18th - finished installation

I started noticing scratches that got progressively worse. I called Mike at M&M several times about the scratches. He even stopped over with something that would help cover up the scratches. Mike tried some and showed me how to use it too. Nothing seemed to work! Again, on May 6th I called M&M about the scratches. I was told by them that I would have to call Mohawk myself. I called Mohawk several times and on July 30th was finally told that the party I purchased the flooring from would have to call and file a claim.

On August 3rd M&M flooring called and talked to [redacted]. They were given a Claim # [redacted] and told to send 3 planks (out of the box) to be tested.

On August 15th M&M flooring talked to [redacted] and said the planks (from a box) were sent to testing and should be back soon.

I texted M&M on September 11th because I had not heard a word from them! Mike called and said he would call Mohawk. He called back and said they would be calling me soon.

According to Mike, Mohawk called them on September 16th and said the claim was declined because the boards (from the box) were tested and were fine!

Another month went by and I heard from no one. In mid-October I called Mike and he said he was going to stop over because there were other problems with the floor, which were also reported months ago! The finish was coming up on a couple of boards. One in the kitchen and on in the hallway by the bedrooms. When I talked to him on the phone, he then told me my claim was denied! He said there was nothing M&M flooring could do about it! To say the least I was very upset and could not believe no one was taking responsibility for bad floor boards. He said he would stop over.

On November 12th I texted Mike and told him he could stop over. According to MIke’s notes on November 13th he talked to [redacted] and was told to email him the information about looking at the floor. I sent a text to Mike on December 1 and asked him for the claim number, the dates and times of his conversations with Mohawk. I also asked for the name of the contact person who tested the floorboards as well as the Mohawk salesperson that M&M deals with. Mike stopped a couple hours later with the information. He suggested I hire an independent contractor to take a look at the floor - I could not believe it. I spent thousands and thousands of dollars for the floor, and now they wanted me to spend more for a floor that has a 50 year warranty!Desired Settlement: I would like the floor replaced.

Business

Response:

January 28, 2016ATTN: [redacted]WE MADE ARRAGEMENTS FOR AN INDEPENDENT CONTRACTOR TO LOOK AT THE TILE FLOOR. HE WILL LOOK AT THE FLOOR - FEBRUARY 1, 2016ID [redacted]

Business

Response:

Ms. [redacted]:I am writing in reference to complaint #[redacted], as a follow-up to a letter sent to you 1/28/2016. Mr. & Mrs. [redacted] came into M&M Floor Covering in 10/2014, looking for hardwood flooring, and did not want to consider other flooring, such as laminate. The [redacted]s chose Mohawk Armormax hardwood to be installed in their home, and signed a contract with M&M Floor Covering on 10/31/2014. Installation of the floor took place 2/4-18/2015, and Walter F. M[redacted] gave a copy of the warranty information, and information on how to care for the floor to Mrs. [redacted] on completion. On 5/6/2015, Mrs. [redacted] called M&M Floor Covering regarding scratches on her floor, so we called Mohawk who recommended Old English to minimize scratches. She called again on 7/30/2015, saying everything was scratching the floor. On 8/3/2015, Walter F. M[redacted] called Mohawk to file a claim, and sent three planks, as requested by Mohawk, to be tested. On 9/11/2015, Mike M[redacted] received a text from Mrs. [redacted] asking for information regarding the claim, as well as asking Mike to stop up to look at the floor. A call by Walter to Mohawk 9/11/2015 determined that the planks had been sent to testing 8/11/15, and should be back soon. On 10/6/2015, Walter again called Mohawk, and was told that the claim had been declined 9/16/2015; Walter asked that someone look at the floor at the house, and was told it would be sent to the claim’s analyst. Mike received another text regarding the floor on 11/12/2015, and Walter contacted [redacted] with Mohawk on 11/13/2015, and was asked to email info for the claim, which was done. On 12/1/2015, Mrs. [redacted] sent a text to Mike asking for all information regarding M&M Floor Covering’s contact with Mohawk on the claim, which he took to the house. While he was at the house delivering the information, Mrs. [redacted] stated that she may get a lawyer regarding this. On 1/15/2016, Walter J. M[redacted] contacted [redacted] again about the claim, and was given the name and address of an independent inspector to look at the floor. M&M Floor Covering contracted with [redacted] of [redacted] Services to look at the floor. Mr. [redacted] went to the [redacted]’s home on 2/1/2016 to inspect the floor, and sent a report to M&M Floor Covering on 2/9/2016. The conclusion of the report is that the scratches are consistent with damage from dogs’ nails, and that installation is within industry standards. Although there is a warranty on the floor, it is clear that damage by pet claws (nails) is not covered under that; the damages are not the result of either manufacturing defect or installation deficiency.I would ask that you please close this complaint, as the independent report shows that M&M Floor Covering is not responsible for the scratches to the floor.Sincerely,Walter M[redacted]M&M Floor Covering of New Castle