Until today Nov 13, 2017, we finally heard from the business insurance of WCCVThe insurance company said that it will take time for them to review the claim and will try to give us feedbacks by this Friday (Nov 17)So, what should I do with my complaint? I was given days to respond (until Nov 16) and could you give me the suggestion what to do next? Thank you. *** ***
please see attachment (Revdex.com - Converted from attachment.) We have received the Complaint via email and
here is our response
The main issue with this solid hardwood floor is "cupping".The National Wood Flooring Association (NWFA)
states that cupping in hardwood flooring occurs for only one reason – a
moisture imbalance through the thickness of the wood floor – (site
related concern)We currently are working with Mrs[redacted]s, and her legal counsel, to achieve resolution to this issue and have a satisfied
customerWhile we acknowledge some minor installation
related concerns, that we will address, the major portion of the problem is the
interior environment of the house after we finished installation We have photos
and videos of our work when complete the floor was flat and not cuppedThe "cupping" of the
hardwood floor happened after we finished and left this jobWe followed manufacturer instructions for delivery, acclimation
and installation and have all of these items documentedBelow is a summary of work/communication with
this client:
·
April 29, – Removal of the old floor began·
May 3, – Material delivered·
May 9, through May 19, – Installation
of the new floor beganMoisture readings were taken with a Wagner wood
moisture meterThe hardwood floor board readings were reported to be between
7% and 9%, and the subfloor moisture readings were reported to be between 6%
and 8%·
May 29, – The installer returned to the home to install a few T-moldings
around the fireplaceAt this time, he noted that the inside of the house was
hot/humid, and the air conditioning was not running·
June 7, - The installer stated he went to the home to
cleexcess putty and again noted that the house was hot/humid·
June 18, – The customer reported that the
installation was completedThe installer went back out to install the last few
T-molding transition strips where this floor meets the rooms with tile ·
June 22, – The customer first reported early cupping concernsWCCV Customer
Services received a call regarding the cupping/gapping and slight buckling at
the jobsite·
Late June through July – The customer travels to China for weeksHer parents reportedly
are visiting the house almost daily·
August 1, - The customer sent photos of more extensive/severe
cupping and buckling in the dining room and living room·
August 3, – WCCV Service Technician (John) sent to the home to assess the
concernsHe documented the buckling and cupping conditions·
August 7, – WCCV Installer (James) attempts corrections at the job siteThe
service technician reported that areas of the floor were buckled·
August 15, – The customer contacted WCCV Customer Service regarding the
buckled/uneven boards·
September 6, – WCCV
Service Technician (John) returned to the home to install T-molding transition
strips (i.eto separate the front and back sections where the floor had
buckled) and evaluate the jobsite furtherHe stated that this floor was still
cuppedHe also stated that the areas that were previously buckled was now
relatively flat after the installer attempted repairsHowever, now there was
some floor noise (more than occasional) when the floor is walked acrossThe
service technician further stated that he now noticed face nails in boards in
the dining room/foyer near the base of the stairs, and that the floor was still
slightly buckled in this areaThe service technician noted that the house
temperature was set to degreesThe service technician reported temperatures
on the first floor of approximately 69ºF degrees and a relative humidity of
approximately 53.5% +/- 1%He reported temperatures in the basement of
approximately 67-68ºF degrees and a relative humidity of approximately 62.5%
+/- 1%·
9-12-– 3rd party private
inspector notified by WCCV
·
9-22-floor inspected with homeowner
present·
10-10-WCCV rec'd inspection report
·
10-24-Inspection report forwarded to
Homeowner and her legal counselWCCV is aware of this situation and is
working to find a fair solution to assist this client
Sincerely,
Jack H[redacted] VP Sales
To whom it may concern at Revdex.com Akron,As of Friday 11-3-17, we have turned this issue over to our Business Insurance and their legal team.We have given the contact info for the customer's legal representation as well. Patrick W[redacted]
Until today Nov 13, 2017, we finally heard from the business insurance of WCCVThe insurance company said that it will take time for them to review the claim and will try to give us feedbacks by this Friday (Nov 17)So, what should I do with my complaint? I was given days to respond (until Nov 16) and could you give me the suggestion what to do next? Thank you. *** ***
please see attachment (Revdex.com - Converted from attachment.) We have received the Complaint via email and
here is our response
The main issue with this solid hardwood floor is "cupping".The National Wood Flooring Association (NWFA)
states that cupping in hardwood flooring occurs for only one reason – a
moisture imbalance through the thickness of the wood floor – (site
related concern)We currently are working with Mrs[redacted]s, and her legal counsel, to achieve resolution to this issue and have a satisfied
customerWhile we acknowledge some minor installation
related concerns, that we will address, the major portion of the problem is the
interior environment of the house after we finished installation We have photos
and videos of our work when complete the floor was flat and not cuppedThe "cupping" of the
hardwood floor happened after we finished and left this jobWe followed manufacturer instructions for delivery, acclimation
and installation and have all of these items documentedBelow is a summary of work/communication with
this client:
·
April 29, – Removal of the old floor began·
May 3, – Material delivered·
May 9, through May 19, – Installation
of the new floor beganMoisture readings were taken with a Wagner wood
moisture meterThe hardwood floor board readings were reported to be between
7% and 9%, and the subfloor moisture readings were reported to be between 6%
and 8%·
May 29, – The installer returned to the home to install a few T-moldings
around the fireplaceAt this time, he noted that the inside of the house was
hot/humid, and the air conditioning was not running·
June 7, - The installer stated he went to the home to
cleexcess putty and again noted that the house was hot/humid·
June 18, – The customer reported that the
installation was completedThe installer went back out to install the last few
T-molding transition strips where this floor meets the rooms with tile ·
June 22, – The customer first reported early cupping concernsWCCV Customer
Services received a call regarding the cupping/gapping and slight buckling at
the jobsite·
Late June through July – The customer travels to China for weeksHer parents reportedly
are visiting the house almost daily·
August 1, - The customer sent photos of more extensive/severe
cupping and buckling in the dining room and living room·
August 3, – WCCV Service Technician (John) sent to the home to assess the
concernsHe documented the buckling and cupping conditions·
August 7, – WCCV Installer (James) attempts corrections at the job siteThe
service technician reported that areas of the floor were buckled·
August 15, – The customer contacted WCCV Customer Service regarding the
buckled/uneven boards·
September 6, – WCCV
Service Technician (John) returned to the home to install T-molding transition
strips (i.eto separate the front and back sections where the floor had
buckled) and evaluate the jobsite furtherHe stated that this floor was still
cuppedHe also stated that the areas that were previously buckled was now
relatively flat after the installer attempted repairsHowever, now there was
some floor noise (more than occasional) when the floor is walked acrossThe
service technician further stated that he now noticed face nails in boards in
the dining room/foyer near the base of the stairs, and that the floor was still
slightly buckled in this areaThe service technician noted that the house
temperature was set to degreesThe service technician reported temperatures
on the first floor of approximately 69ºF degrees and a relative humidity of
approximately 53.5% +/- 1%He reported temperatures in the basement of
approximately 67-68ºF degrees and a relative humidity of approximately 62.5%
+/- 1%·
9-12-– 3rd party private
inspector notified by WCCV
·
9-22-floor inspected with homeowner
present·
10-10-WCCV rec'd inspection report
·
10-24-Inspection report forwarded to
Homeowner and her legal counselWCCV is aware of this situation and is
working to find a fair solution to assist this client
Sincerely,
Jack H[redacted] VP Sales
To whom it may concern at Revdex.com Akron,As of Friday 11-3-17, we have turned this issue over to our Business Insurance and their legal team.We have given the contact info for the customer's legal representation as well. Patrick W[redacted]