North American Lumber Limited

We moved in on December 15, 2010 and we had issues with our laminent flooring with 6-12 inch gaps and spaces everywhere. Gaping & lifting,edging brokeWe built a brand new home with North American Lumber in December 2010 - under the management of [redacted]. I contacted numerous times regarding our flooring issues and they would not come and see it. I called home warranty, they would not do anything for us, as it was faulty install. So then I called the company numerous times. Emailed pictures to the Vice President of the company to check out the pictures after a year and a half because no one would contact us. [redacted] There are numerous problems that they never finished the list of stuff incomplete[redacted] Our laminent floor literally had huge gaps, the VP, [redacted] finally contacted me back in May 2012 and he told me that he had built a house in the last 5 years and it was normal to have huge gaps. I said really I am no carpenter or home builder but I do believe you are wrong. They also threatened to take us to court for the last $7000 that we withheld til as long as we could before our lawyer told us we had to release it or they would take us to court. So on the same day I called the VP and sent him numerous pictures of our house complaints. The President of the company phoned me and told me that we signed off and released the money, and that they believed their managers and stood behind their words when they said everything was complete and done right. [redacted]I now have warping in numerous boards, we have tried nailing them, they are still gaping, kids are tripping on them. [redacted] We dropped a carton of milk on the floor and it leaked through to our basement. [redacted] Other complaints are there is a chipped door edging, our doors were never painted just primed, they were never white when frames were white. All paint is chipping around door frames, we have had to replace a window because of faulty install, they installed it too tight. Lights were not installed on the front of our garage, left in box on garage floor [redacted] Siding and shingles have flew off in the winds. [redacted]Desired SettlementWe are looking at a settlement of our last money we had to release to them. We would have to purchase flooring and get someone to install it. Also replace underlay and possibly a new subfloor as everything has leaked through it. As the laminent is throughout our kitchen and down our hallway. All the joiners are also broke and chipped. The few pieces of siding we will find the same siding from the company as we never got an extra box of it, to do that ourselves. We have paid for a Electrician to put in our lights and a carpenter to put in our window. Business Response [redacted],In response to the complaint from [redacted] regarding her laminate flooring and issues with her house.On 3 occassions we (North American Lumber) went to her house to inspect or correct the flooring. Laminate flooring is a floating floor, and will slide and end separate depending on the level of abuse it takes. In Mrs. [redacted]'s case the flooring separated at the end of a plank that continues underneath the cabinets not ending at a wall. It happens from pressure being applied horizontally on the flooring, like running around corners or pushing off cabinets. Laminate flooring expands and contracts with the change in the weather and humidity in the house. It needs to slide to allow for the expantion and contraction. Otherwise you will get buckling. We repaired the flooring twice, by sliding it back into place. We tried to glue the panels together to try to prevent it again. Laminate flooring does not separate on its own. We even had the manufacturer rep come out to take a look at the flooring which he deemed fine and it was from abuse that was the issue. That is why New Home Warranty did nothing either. We suggested to slide the plank back into place and keep away from for a period to allow the glue to seal. After time Mrs. [redacted] called myself to discuss the issue. I personally made a trip out to see the floor. [redacted] she was not at the house for the scheduled meeting, and her mom did not allow me into the house to see the issue. Further causing problems with the floor was when the plank was not slid back into place and milk was spilt getting into the seams swelling the plank and seeping through the sub-floor.We had done all of this after warranty had expired on the house and the product. The house was signed off at the possesion date and there were no issues outstanding at that time. Mrs [redacted] still owed $7000 for the house and in trying to get paid went over and above the warranty to try and resolve any issues.As for the other complaints with the house, we re-painted the trim of the front door even after the wear and tear of 4 kids was clearly evident. The door is only primed and never painted as per contract because of personal colour choice. The garage lights were left for her as a goodwill gesture. They were never in the contract. The exterior electrical boxes were never there, that's why and electrician needed to run the electrical work. Siding and shingles will blow off with the extrodinary winds you sometimes get in the prairies. That is a regular house maintainance issue or through your house insurance. This is the first i've heard about the window. We have been attentive to Mrs. [redacted] and her issues. We have informed her long ago that we have done all we can and will do in this case. We have been backed by New Home Warranty and the Manufacturer. We consider this issue closed.[redacted]