Pagliacco Turning & Milling

The business has responded Please see below:We propose to send an independent certified wood flooring inspector to inspect the floor. The fee for the inspection is $395. If the inspector determines that there are manufacturing defects in the flooring, we will pay the inspection fee and correct the problem. If the inspector determines there are no manufacturing defects then the fee should be paid by MrH***Please advise.Dan O***CROSS ISLAND FLOORING COMPANY

The business has responded Please see below:The product in question, Walnut Sonoma Coast 4-3/4” Hardwood Flooring, is produced from Acacia, which is a hardwoodWe sold the flooring to a distributor who sold it to a retailer who evidently sold it to MrH***The National Wood Flooring
Association and all wood flooring manufacturers state that wood flooring can be dentedAll wood flooring CAN suffer scratches, gouges, splinters and indentationsIt is highly unrealistic for an end user to expect any wood floor not to scratch, gouge or indentThis is why NO wood flooring manufacturer guarantees their flooring to resist these conditions from occurringScratches and indentations are not manufacturing defects because they are the result of activities occurring on siteMrH*** admits that there was construction that took place after the floor was installed, which could have caused dents, indentations and scratches, and he also admits he rolled an appliance across the floor which left permanent marks and is specifically excluded from our WarrantyRegarding our employees hanging up the phone on MrH***, this was done because he refused to accept our position and became rude and asked personal questions about our employees which we did not feel comfortable divulgingSincerely Yours, Daniel O***, Vice President CROSS ISLAND FLOORING COMPANY

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
I’d like MrO*** to reread my complaintI thinkhe has a few items incorrect and is changing/adding things to justify rejectingmy claim with no investigationINEVER said I did not expect hardwood floors to NEVER scratch no matter what youdo to themMy issue is that the flooring was damaged from a microwave cartbeing rolled over it, a very common and light piece of furnitureI haveinstalled hardwood flooring in other homes and do know that hardwood floorcan scratch or dentMy issue is that this flooring scratches and dents anddamages very very easily, not that it will never scratch dent or get damaged nomatter what you do to it. The letter I initially received rejecting my claim said it was rejected because thefloor is not covered if a “HEAVY” object it dragged or moved over the floorIdo not consider a microwave stand to be HEAVY and I’m not sure how they know itis heavy, the company never asked the weight or came out to weight itThecompany did absolutely nothing to my knowledge to determine if there is aproblem with the floor or finishThey simple rejected my claimYes MrO***, the damage occurred on siteI dolive in the homeIf you sell a product that does not hold up to use, Iwant people to know it so they do not make the same mistake I did I do plan to live in the home after thehardwood floors are installedMay point was that you cannot do much ofanything on this floor, even with padding, without damaging itAgain, I planto live in the home for a number of years and I do plan to remodel, I plan tohave a refrigerator, a dishwasher, a couch, chairs, a microwave… I’d like to know whatMrO***’s reason for hanging up on me was? His justifications were: 1. “I refused to accept their position”.I never talked to him about their position, our conversation never got to thatpointHe said I was rude and asked personal questions about our employeeswhich we did not feel comfortable divulging.” The extent of our conversationwas he asked me who I was and I told him my first and last name and I asked himhis name and he would not tell me so I asked why he was being so secretive?That’s when he hung up on meI’m sorry but that is RUDE! A name is a prettystandard practice to share or know whenyou are talking to someone and have a complaint Myfirst of calls to the company, I asked to speak to the person ( MsG*** thatsent me the response letter about my initial written complaint to the company.I was told by the receptionist to call back Friday as she was not in the day IcalledI could not call back on Friday so I asked if she was just on vacationor if she only works FridaysI would not call that personal information, I justwanted to know when to call backIwas asked I think times who I was and every time I gave them my full name butI could not get MrO*** to give me his name or a good time to call back andtalk to the person who contacted me about my claim Also,get your phone directory fixedWhen I called and used the dial by namedirectory to reach MsG***, she was not listedThat is what initially mademe think she was maybe just a part-time employee The second time I was hung up on was by the lady that sent me the letter about myinitial claim, MsG***I left a message for her to call me and I didnot get a call back and when I did reach her she said my claim was deniedbecause I rolled something HEAVY over the floorShe could not tell me what HEAVYwas to herShe told me if it damages the floor it was too heavy I asked how they know there was not an issueswith the floor and she said I was the only one that complained so there must not be a problem with the flooring That is about the time she just hung upI do not think she liked my questionsTheentire call was only a couple minutes The company did not do anything that I know of to determine if there was amanufacture defect or if the floor is up to standardsThey did not ask to look at the floor or ask for a sampleto test the wood or finishThey simply rejected the claimThe company addedHEAVY to the description of the microwave cart to justify rejecting theclaim. When I asked about what was tooheavy, they said anything that damages the floor is too heavySo I guess ifyou drop a pillow on the floor and it leaves a mark it is not an issue with thefloor, your pillows are just too heavyRidiculousThey need a better excusethan just anything that damages he floor is too heavy
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
Rob H***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because: I'm disappointed but not surprised at the criteria that was proposed to "test" the floor. The documentation provided states there are no standards for flooring against scratches, dents or gouges and those are the issues I'm having. This is a "GREAT" industry for a company to produce a low quality product that does not hold up to everyday use and be able to fall back on the statement that there are no standards for tolerance. So, no I do not want to pay Mr. B[redacted] hundreds of dollars to tell me that there are no standards and the floor can be dented or scratched with "ANYTHING" and it is never an issue with the floor because there are not standards. If a manufacture cared, maybe they would have standards. This just goes back to my pillow example: so, if I drop my pillow on the floor and it dents the floor, it is not an issue with the floor, I should have bought lighter pillows? Now I understand. Thanks for helping me understand Mr. O[redacted]. Buyer beware. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]