ComplaintsforTecsun Building Products

• Initial Complaint

  05/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  50 year warranty on the product, "Within One Year: Claims on defects of this product as covered by this warranty that are reported in writing within two year of purchase, Tecsun will arrange a credit based on the original purchase of the product or replace the product. Reasonable labor costs are included. " 7 months since install, flooring is lifting where my desk chair is. There is nothing stating that desk chairs are not to be used on flooring.

  Business response

  05/08/2023

  I have no record of **** Wholesale contacting me about this flooring issue. As for an office chair causing damage to the floor. Our flooring is office chair friendly. Not office chair proof. There needs to be protection for the floor under the officer ****** I can have Rayo Wholesale call me to discuss this issue. Like I said, I have record of this flooring issue. 

  Customer response

  05/30/2023

   
  Complaint: 19985468
  
  I am rejecting this response because: Your website (Lighthouse) pacifically states to contact the suppler, so I did. . And, please show where the flooring needs protection from desk chairs in the Lighthouse warranty?
  
  Sincerely,
  
  ***********************************

  Business response

  06/21/2023

  Hi, Our flooring is office chair friendly not office chair proof. Where rolling loads are on any floor will need to have protection from the wheels. Unless the warranty states rolling office chair proof. Our warranty states to protect the floor from roller skates, which is lighter than an office chair with someone rolling around on it in the same place day in, day out. 

  I had received a call and email from this person. Stating that the floor was moving up and down when walked on. See the email below. 

  Hello ***************************** and ***********************,
  I purchased this flooring from RAYO Wholesale on 2/26/2022.
  ********************* completed the install on 5/6/2022.
  This week I noticed that two corners have lifted, and the surrounding pieces around this area are moving up and down.
  
  I have attached; pictures, warranty and receipts. If any more information is needed please let me know.
  
  I am hopeful that this will be repaired soon.
  

                            Below is my reply to his email. See below. 

  Hi,
     You will need to call the installer. If the flooring is moving up and down when walked on. This means the that sub-floor may not be level in this area. This is not a manufacture issue. The flooring is doing this because something was not done correctly. Please have the installer call me.
  
  Thank you,
  
  Customer Support
  ********************** Flooring
  ****************, **.
  ************

                           Other what you see above are the only times I have spoken to this person. And hearing from the BBB. 

  Thank you,

   

   

   

  Customer response

  06/27/2023

   
  Complaint: 19985468
  
  I am rejecting this response because: This is another company taking advantage of consumers.

  To; BBB, thank you!
  

  I WILL USED THE POWER OF RECOMMENDATION, AND SOCIAL SHARING OF YOUR PRODUCT. THANK YOU FOR YOUR CONSIDERATION!
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  06/20/2022

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I paid ****** for flooring that has a warranty of 50 years. Just 18 months after installation we have multiple problems throughout our downstairs. They sent an inspector out who turned down our claim. Although the inspector is supposedly independent I highly doubt that he doesn't have an interest in supporting the manufacturer. I am sure he wants them to use him again. I am only asking for replacement of the damaged areas not the whole downstairs. Also, there are statements made on the report that are untrue. P.S. I have tried calling them at least 10 times since receiving the report. They answer the phone and then disconnect me.

  Business response

  07/19/2022

  Business Response /* (1000, 5, 2022/06/24) */ I called this homeowner back and spoke to her. As it is stated the inspection report. The Installer said that the floor protection was put in after the floor was damaged. Our warranty states the all furniture and chairs must have floor protection. The inspection that took place was a 3rd party indipendant inspection. The report states that this is a site and homowner issue. Not a manufacter issue. Please see the attached files from our warranty and issues found by the inspector. Consumer Response /* (3000, 7, 2022/06/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) As I explained to the gentlemen that called me, the installer was incorrect regarding the floor protection. I purchased expensive glass mats when the floor was installed. That also doesn't address the issue in my hallway where there is no furniture at all. It also doesn't explain the problem around my kitchen table where the floor is cupping. All I have asked is for the damaged areas to be fixed. Given their numerous online complaints I would think they would want to help me and help improve their reviews. Please ask the gentlemen to address these other issues as well.

• Initial Complaint

  03/25/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  Date of transaction: 5/10/2021 Account name: Design Square Order #****** Amount of money we paid to the business: subtotal=$514.17 credit=$244.17 remaining paid with card:$270.00 The business committed to provide me with 138.08sq.ft of laminate ebony forest oak flooring. 15 units of laminate ebony forest oak flush stairnose. local tecsun truck delivery. Nature of dispute: Both, the laminate flooring and the flushstairnose have been installed. Although both are the same color and style, the flush stairnoses are fading in color, originally an ebony color, now its fading to gray. This creates a bigger contrast with the laminate flooring. The business response to this problem is that moldings are not covered under their warranty. We will need to purchase new moldings for replacement. We then asked for them to send us the Tecsun warranty where it states that moldings are excluded from their warranty. Tecsun sent us the warranty documents via email with an email description stating, "I have attached our laminate warranty. It includes the flooring and does not include the moldings". Tecsun's warranty document does not state any information about excluding flooring moldings from their warranty. The moldings are part of their flooring materials because they are installed on the floor. Tecsun's website does not indicate any exclusion of the flooring moldings from their warranty. They are actually under Accessories called out as "Tecsun Flooring Moldings". We need the 15 units of flush stairnose moldings replaced.

  Business response

  06/29/2022

  Business Response /* (1000, 5, 2022/04/20) */ I sent ****** our warranty. Nowhere in the warranty does it state moldings are covered under the flooring warranty. Molding are NOT covered under our warranty. We do not control how home onwers will treat there floorrs or moldings. Not having a warranty on our moldings has been our policy from day one. We had a home owner in a wheel chair. This person ran his wheel chair in the same place day in and day out. The molding broke in two places. Right where the wheels hit everyday. We can not warranty moldings. I did tell ****** she will need to purchase new moldings. Consumer Response /* (3000, 7, 2022/04/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) Tecsun told us via email that "There is no part of our warranty that covers moldings. It only covers the flooring." Tecsun's website has another warranty for Pacific Coast Collection, which is the collection we bought the laminate from. Neither the warranty they initially sent us, Premium Laminate Flooring, nor the Pacific Coast Collection warranties mention flush stair noses from warranty exclusions. Tecsun also states that " We do not control how home owners will treat there floorrs or moldings." We are claiming that we want a flush stair nose replacement since this is a manufacturing problem and not from abusive, abnormal conditions or accidents. The Pacific Coast Collection warranty states that their product will be "free from manufacturing defects." The laminate flush stair nose moldings are a manufacturing problem. They faded in color but there is no manufacturing damages to the planks that were installed in conjunction with the flush stair nose moldings. Flush stair nose moldings and the planks are installed in conjunction to create one piece. Therefore, both should create a unified look in color but they do not since the laminate flush stair noses are naturally fading to gray. This proves that the materials we bought are properly maintained in accordance to their laminate maintenance guide and normal household conditions. The Pacific Coast Collection warranty states that "laminate" is covered if its defective and we request the laminate flush stair noses to be replaced to create a unified look in color with the planks.

• Initial Complaint

  11/04/2021

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I am filing a warranty claim with the manufacturer for my flooring that has discolored. Under the warranty that was given when the flooring was delivered and installed in 2015 it states "will not fade under artificial light or sunlight". They are denying the claim saying that their warranty is subject to change without notice and that their currant (sic) warranty excludes discoloration due to light. Nowhere on the warranty form with my purchase says the warranty may change.

  Business response

  06/30/2022

  Business Response /* (1000, 5, 2021/12/01) */ This floor was installed in 2015. Our warranty has changed since the floor was installed. I did tell **** that I willing to work with her. She wanted her whole floor replaced. I told her that I would give her three boxes of flooring to cover the faded planks, She would have to cover the labor to have them installed. UV light from the sun will fade any and all materials. I asked her if she had window coverings on her windows. She said yes. When the flooring inspector arrived and inspected the flooring. He stated that the windows receive sunlight for most of the day and the "sheer" window coverings do not protect the floor from sun damage. All of the fading is by the windows that receive sunlight. I have attached an inspection statement. That was on the inspection report. Business Response /* (-10, 6, 2021/12/01) */ Business supplied email: ************************** Use this address for any contact with the Better Business Bureau Consumer Response /* (3000, 8, 2021/12/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) The warranty provided to the inspector is NOT the same copy that ***** provided to me (which was the same as the warranty provided with my flooring). What was said in the response is not 100% truthful. 1. Our warranty has changed since the floor was installed. **TRUE, but how is the NEW warranty changes valid for PREVIOUSLY manufactured/installed items? No "warranty subject to change" clause is mentioned or detailed in the warranty information provided when purchased. 2. I did tell **** that I willing to work with her. She wanted her whole floor replaced. I told her that I would give her three boxes of flooring to cover the faded planks. ** FALSE. no offer was given for "three boxes" and I NEVER asked to replace the whole floor. I have all the correspondence emails saved where there is no mention of "working with me" to resolve the issue. I have only wanted the discolored areas changed. All I got was an email saying they will NOT cover anything under warranty. I dont know that 3 boxes are enough to cover the faded areas, but also the matching trim & bullnoses that also faded in the said stairway that need to be replaced. If willing to cover all needed materials needed to replace those faded/discolored areas, I can cover the labor costs.

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