Merx Flooring LLC

Please see the attached documentation for complaint # [redacted] I have attached the signed contract between Merx Flooring, LLC & the [redacted] showing that the labor warranty is good for months from the date of install and we are several years past the date covered I've also attached a letter from the manufacturer's representative stating that we did install the product correctly and their reason for not covering this claim The installation instructions and warranty information is attached as well.Thanks, [redacted] ***

The *** had come into our store to purchase new flooringThey stated they had issues with basement floodingThey were removing the carpet and were having a sub pump put inThey were looking to purchase something water resistant and removable in case they had any other issues with flooding
They looked at *** fiber flooringThey chose a pattern and we went out to take measurements after the other construction was completeWe came in and loose laid this floor over their concreteThey did not want it installed or glued down they wanted it loose laid so it could be removed if neededPrior to the installation, the floor was prepared by being swept and cleanedThis flooring was done or *** contacted us years after floor was installed and said there was some discoloration with flooringI went out to their job and when I got there I observed discoloration in their floorI had asked them how long the discoloration had been happeningThey said it had just startedThis was during the unseasonable wet where there was a lot of concrete moisture issues due to the amount of rain we receivedAgain, they had a record of having moisture issuesThis is why they had to have a sub pump put in to try to alleviate the problem.I asked them if I could move a corner of the flooring to see what was going on, we did so and there was a black residue that was sticky to back of floorI asked them at the point if they had had any water or moisture issues, they were unsure just noticed flooring discolorationFloor was gray and clean of debris or adhesive to our knowledge and to theirs before we installed flooringI explained to them what it looked like to me vinyl floor put down and maybe had cut-back adhesive down and due to job site conditions and moisture in concrete it may have reactivated the adhesive causing it to stick to the floor we had installedAt that point, I had explained to them although they were out of warranty by approximately 7-years, I would check with manufacturer on taking a look at the floorAt that point, I left the job and told them I would be in touch with them, I had contacted my sales rep, explained the situation to himHe stated that moisture in the concrete due to heavy rain could’ve caused the adhesive that would be approximately over years old that could’ve reactivatedI then called the customer and explained to them that our labor warranty was expired on the job and that *** would not warranty the floor doing it to be a moisture issue with the concrete and not their floor and the jobsite conditions causing thisAt that point I offered them to replace the floor at cost due to the situation they had found themselves inthe installation manual on *** fiber floor for a loose laid installation does not require anything except going over a sweep floor, no loose debrisThe complaint that they have filed for sealing over a cutback adhesive is for a glue down installation not a loose lay installation and we will also never hired to do any type of sealing of their floorWe were also never notified that at one time there was tile used with cutback adhesive on their concreteI would still be offering to work with them if they would like us to install new flooring at cost

Please see the attached documentation for complaint # [redacted].  I have attached the signed contract between Merx Flooring, LLC & the [redacted] showing that the labor warranty is good for 12 months from the date of install and we are several years past the date covered.  I've also attached a letter from the manufacturer's representative stating that we did install the product correctly and their reason for not covering this claim.  The installation instructions and warranty information is attached as well.Thanks,[redacted]