Majestic Wood Floors

Review: Primary Issues - "an unreasonable delay in completing repairs / services" and "failure to honor service under the terms of warranties".

We purchased a new home in July 2012. Majestic Flooring installed the Brazilian Cherry Wood Flooring in our home (main floor) but did a sloppy job. There were visible 1/2 inch to an 1 inch nail holes in the flooring. In July 2012 we began contacting [redacted] at Majestic Flooring and asked that he repair our flooring as wood flooring should not have large visible holes. [redacted] missed many appointments we had made with him and he agreed to. In the end [redacted] did not have a solution to fix our wood flooring. [redacted] could not find a solution because he said that the wood flooring installed in our home came from a mill and a company that went out of business and he did not have any extra wood flooring to use for these needed repairs / replacement. As a result, these repairs have not been completed.

In addition, after a few months of being in the home the wood flooring began to crack and turn colors - colors not natural to the natural aging process of this type of wood flooring. Finally we were able to get [redacted] from Majestic Flooring to come out and he took a look at our flooring on July 10, 2013. During that visit he said had not seen anything like this with any wood floors they have installed. [redacted] said he would need to bring in the distributor and manufacturer and basically washed his hands of ALL issues with our wood floors. The last we from [redacted] was July 10, 2013.

We have called, texted and emailed [redacted] many times and to date he has not responded to us. We have lived in this home for over a year and the wood floor repairs were never completed by Majestic Flooring and now these floors are defective and [redacted] has not engaged the wood floor distributor nor manufacturer to contact us (the homeowner) nor address this issue. [redacted] has ignored our requests and this issue that he owns. We paid a lot of money for this house and these wood floors and now we cannot enjoy our home. These issues have been going on for over 13 months and are still unresolved. This is not the way to run a business nor acceptable way to treat customers.Desired Settlement: [redacted] needs to respond to us (the homeowners) and provide us with the information we requested - name of wood flooring manufacturer and wood flooring details, contact information of distributor, manufacturer, warranty information, etc.

[redacted] needs to be involved in contacting and driving the distributor and manufacturer to call us.

We believe that the mill and wood floor company went out of business - [redacted] told us this in September 2012. If this is the case then [redacted] needs to replace our wood floors with something that we (homeowners) agree to as soon as possible. These floor are defective - they should not crack and they need to be replaced and fixed as soon as possible.

[redacted] needs to respond to our requests versus washing his hands of this wood flooring issue.

[redacted] needs to make appointments and keep them / show up for them after he has agreed to these appointments.

If [redacted] is not willing to make these repairs / replacement then he needs to provide us with a refund including labor so that we can engage with a contractor that is reputable and can complete this work asap.

Primary Issues - "an unreasonable delay in completing repairs / services" and "failure to honor service under the terms of warranties".

Business

Response:

I would like to start off by saying that [redacted] purchased Spec house from Premier Builders Inc out of Waunakee. When purchasing a spec house you are in a sense buying the property "As Is". Obviously if there is any warranty work that needs to be completed that is a different story. If the homeowners found something they did not like with the home, i.e.. Hardwood floors, than they have two options, don't purchase the house or write it in the contract that it gets fixed. All construction has imperfections, as a homeowner is your descretion to determine what you can live with and what you can't. [redacted]s hardwood floor was installed to all manufacturer codes and complies with all warranty items. The complaint of seeing 1/2" -1" nail holes in the floor is invalid, you cannot find nails anywhere that would have a 1/2" - 1" nail head on them. The nails and fasteners that we used meet all approved recommendations for fasteners. The second issue that [redacted] brings up is that the floors is getting "white spots" and "cracks". To address the "white spots", these marks are due to off-gasing in the material itself and reacting with the finishes on the surface. All manufacturers of Brazilian Cherry won't warranty this natural occurrence of the species. There is no rhyme or reason as to when these spots show up, and there for no manufacturer will warranty it. As far as the cracks in the finish, I do agree with that homeowners that its unacceptable and am 100% willing to work with them to get the problem resolved. The largest problem we are having is that the manufacture of the original product is our of business. I have dropped of close to 20 samples and have invited the homeowners to visit other flooring stores to find a comparable match to their existing floor. After a few months of ordering bundles of flooring, of which we covered all costs, the homeowners brought to my attention the issue of the cracked finish. We are still sitting on a bundle of flooring the homeowners have approved and can work on the repairs as soon as they decide. Working with the distributor of the original product has proven to be ineffective as I have called and called reminding them to contact [redacted] and her husband about this issue. Majestic Wood Floors installs flooring, we stick by the workmanship of all our projects and will continue to do so. The issues of concern for [redacted] step outside of our workmanship and fall entirely on the manufacturers of their product. Majestic Wood Floors has gone above and beyond in trying to help the homeowners try to come to some sort of resolution for their hardwood floors. Majestic Wood Floors does not warranty any product they install, just the workmanship. All product warranty issues fall soley on the manufacturer. (It would be like calling the electrician to stand behind the TV they mounted on the wall for a homeowner) Feel free to let me know what the next steps would be to dispute this complaint. THanks, [redacted]