ComplaintsforWide Plank Hardwood Inc.

• Initial Complaint

  22/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  BEWARE! ********* business practices. I paid $37,436.03 (****+ **) for STAINED white oak Hardwood Flooring in a SATIN sheen. I thought it was off from what I ordered when it was installed but realized it was not the flooring I ordered when they sent me the final 10% which is exactly what I ordered. It was clear that the final shipment was made exactly from the contract so it appears the first shipment was someone else's. In addition, they forged my signature on a flooring sample ************************* said I signed which is *****. According to the three (3) flooring experts who examined the flooring, the first shipment was NATURAL flooring in a Matte finish which is much cheaper for them to manufacture. Basically, 1/3 less. This is a rip off! Now I have two (2) types of flooring that clearly does NOT match. (See Photos). This is flooring is matte and a very dull. When I confronted *****, she said the reason it looked dull and was not the satin sheen was because it wasn't clean!!!! At this point, I will have to sand, buff, and refinish the flooring to correct their intentional ********* billing practice at a cost of over $10,000. They got caught because of the final shipment!! They ****, sent me the wrong order, and then refused to cooperate with me in order to fix it. This is a company that just wants to make a fast buck, at least that is my experience. I will update this complaint once I receive estimates to repair.

  Business response

  24/01/2024

  We are sorry that the outcome has become a negative experience.  

  It was a pleasure working with the customer on this project. We enjoyed a visit with them to our showroom, and further corresponding on the desired look to manufacture her custom floors.  The project took quite some time, however, once completed, we were delighted to hear from **** that the floors delivered were beautiful. 

  After installation, the decision was made by the customer to add another room, and a request for additional flooring was made.

  When corresponding with customers outside our proximity,emails become the reference point we march to. 
  ****** signature was on the order confirmation, attached to an email, giving approval to go ahead with the project. 

  The sample referenced did not have a signature on it, but the word approved was written on it, and this was after receiving an email.
  Additional flooring was requested 14 months after the original shipment was produced.  This flooring was manufactured exactly as the first order, in the same Satin sheen level. 

  We follow strict quality control and documentation in our factory and can say with complete confidence, the order received was indeed your order. 
  

  Over extended periods of time, the color of original flooring can weather and can vary from replacement materials or additions. Additionally, flooring that has been covered and or in a construction zone may appear different than newly manufactured floors.

  Never were there any ********* billing practices or ****.  The bill submitted matches the signed order confirmation. There has never been a price difference for sheen levels.

  Additional charges normally applied to small orders was waived, manufacturing time was expedited without further charges so that the flooring would be received in time for Christmas. 

  As installation of flooring constitutes acceptance of the product, we are unable to provide further concessions.

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