Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/09/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i bought this ********************************************************************************************* for bona's company and it did not pick up debris and hair and i posted picture proof. i contacted bona support via their online form but never got a reply and i also tried their social medias.

  Customer Answer

  Date: 10/25/2024

  hello bona has fixed the issue with me by sending me new products.

• Initial Complaint

  Date:05/19/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Today, May 19, 2024 I used the Bona Antibacterial Surface Cleaner on my brand new Thermador range stove top, and as directed I sprayed the product on the surface to clean the grease from cooking last night. To my dismay, the product "stained" the surface of my brand new range top as the "spray" marks are now permanent stains/marks on the stove top. The range is less than a month old.

  Business Response

  Date: 06/03/2024

  Hello BBB,

  It's unfortunate that ************** has had a negative experience in trying to clean her Thermador range top with some Bona Anti-Bacterial Cleaner. However, it appears that she did not follow the recommended cleaning instructions from Thermador for her new range, which instructs owners to only use mild soapy water and a soft cloth on their Black Steel and or easy clean steel surfaces. In fact, they don't even recommend the use of their own Thermador Degreaser to be used on these two types of surfaces.

  We have offered ************** a $150 allowance to help with the cleaning and or reparation of the range top surface, but cannot accept responsibility for any alleged damage caused by using a Bona cleaning product when the instructions provided expressly by the range manufacturer were not followed, resulting in the alleged damage.

  Kind regards,

  *********************** - Director of Claims Mitigation

  Bona US

  Customer Answer

  Date: 06/03/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/07/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchase bona cleaner. Cleaner very bad quality. Bottle came cracked and is defective. Bad packaging and product. Want refund check and reimbursement check for purchase price of $4.49. Thank you.

  Business Response

  Date: 12/11/2023

  Hi BBB,

  Since the product was ordered from Amazon and appears that it may have been damaged during shipment and or delivery (thus the plastic bag enclosure), we would suggest that **************** simply contact Amazon through their website, via his original order, to report the damage and request a full refund. In situations like this, Amazon will typically refund the price (and sales tax) associated with the damaged product, no questions asked and no need to return the product, etc.

  Regards,

  ***********************

  Director of Claims Mitigation

  Bona US

• Initial Complaint

  Date:04/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a mop with the ************** for cleaning my floors. The mop isnt cover all the way with Velcro to adhere the pad to the bottom. Both corners display white rubber and nothing for the pad to stick to. The pad fold up or under on those corners when trying to clean the floors.

  Business Response

  Date: 05/03/2023

  Hello BBB,

  Our Bona Mops have always come with the same coverage of Velcro-type strips to secure the Cleaning Pads onto the base; and it's not necessary to have additional coverage. If the consumer is having issues in using her Mop, then please have her give our **************** team a call at **************; or she can find additional tips, tricks and information on Bona product usage on our website at *************************************************************************************

  Regards,

  *********************;

  Director of Claims Mitigation - Bona US

• Initial Complaint

  Date:04/03/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  we use bona red out on my red oak floor and it made wood grain flaker all over the floor so I had to pay 2 wood floor guys to come in and remove board. just to seal and see more of them come out! the product bona red out should be off the market! it pushes to much water and bleach in the wood so it will break apart!

  Business Response

  Date: 05/03/2023

  Dear BBB,

  The flaking that occurred on the customer's floor from the application of Bona Red Out would have happened with a straight up water-pop and stain application as well; or can even occur with an application of waterborne Sealers and Finishes - often referred to as grain "shake" in the industry. These loose grain areas are caused by damage to the tree while it was growing and or perhaps to some issues during the kiln-drying process and are not uncommon in red oak. They can also be easily remedied and repaired by a ********************* craftsman, prior to any further application of stain, sealer, or finish. The floor did not have to be resanded and or have boards ripped out to fix them. If that occurred, then the customer did not employ professional, experienced hardwood floor craftsman.

  Regards,

  ***********************

  Director of Claims Mitigation - Bona US

  Customer Answer

  Date: 05/11/2023

  we had two certified installer use the product with the same result. this issue has not been resolved and we expect them to take care of this.
  

  
  

• Initial Complaint

  Date:11/16/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In August I purchased Bona floor cleaner for machines. The company states you can use it with ****** machines but you cannot. The formula produces so much foam it is impossible to use. The company needs to give a refund and begin the process of marketing their product to state that it DOES NOT work with ****** machines. It is false advertising and bad business. The customer is stuck with a product they cannot use. I have attached reviews left by other customers that have had the same problem including proof. Foam when it cleans and all the foam in the dirty water tank. When I had to buy MORE formula I of course bought the ****** brand and it worked perfectly again. This is not an issue with my machine and they have tried to state.

  Business Response

  Date: 12/09/2022

  Hello BBB,

  We have been in communication with the complaintant since Nov. 13, with some back and forth emails thru Nov. 17th. The consumer did not want to communicate by phone which made resolving her complaint more untimely.

  ************ has accepted to have the unsatisfactory product replaced with another Bona floor care product. She did not want to send back the product in question, for our inspection, but only said that she'd be happy to pour out the rest of the product and send us back an empty bottle (which would not help in our evaluation of the product in hand); nor did she want a replacement with the same product in question which is understandable.

  As soon as she send us her address, we'll be happy to send the replacement botte of Bona Hardwood Floor Cleaner.

  Regards,

  ***********************

  Director of Global eLearning and Claims Mitigation

  Bona

• Initial Complaint

  Date:05/30/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  . DO NOT USE BONA LAMINATE FLOOR CLEANER ON PERGO FLOORS AS IT WILL VOID ANY MANUFACTURER WARRANTY!!Bona laminate spray cleaner will void your warranty on Pergo laminate flooring. I HAVE DOCUMENTATION FROM PERGO/MOHAWK STATING THAT USE OF BONA LAMINATE SPRAY CLEANER WILL VOID ANY WARRANTY ON THEIR FLOORING. PERGO DOES NOT STAND BEHIND THEIR PRODUCT AND INSISTS THAT USING BONA LAMINATE CLEANER CAUSES SWELLING AND DELAMINATION TO THEIR PRODUCT. PLEASE DO NOT USE BONA CLEANER ON YOUR LAMINATE FLOORS UNLESS YOU LIKE THROWING YOUR HARD EARNED MONEY AWAY!

  Business Response

  Date: 06/22/2022

  Hello BBB,

  Sorry to hear that this customer had an issue with the use of our Bona Hard Surface Cleaner but we can't find it anywhere in their warranty brochure (attached), where the use of any Bona product will void their warranty. Oddly enough, if water is the issue that potentially causes swelling and delamination, then Pergo's own recommendations under "Occasional Cleaning" might lead to disastrous results by using a full gallon of water on the floor?!?

  If we can be of any further help, please have the customer contact our service team at **************.

  Regards,

  ***********************

  Director of Claims Mitigation

  Customer Answer

  Date: 06/22/2022

   
  Complaint: 17292456
  
  I am rejecting this response because:
  Unfortunately Mohawk had contradicted their own advice regarding wet mopping. Wet mopping is no longer a valid cleaning method. Using Bona laminate cleaner is also not an option. I guess I'm just supposed to look at floor and wish away the dirt and dust. Their product failed and since I mentioned that I used Bona they threw at back at you. I've been battling Lowes,Mohawk and now Bona for months looking for resolution. I spent thousands of dollars on this floor thinking i would get many years out of it, and here I sit with a failed product apparently due to your product according to Mohawk. What are my options? I can't afford a new floor and nobody will even send out a rep to look at it.Sincerely,
  
  *************************

  Business Response

  Date: 06/27/2022

  Hello BBB,

  Here are some questions that *** help to us to further assist ****************** with his flooring issue.

  From looking into this issue as reported to our team, we cannot see exactly which Perfo/Mohawk product ****************** purchased and installed at his residence?

  Also, was it professionally installed or a DIY project?

  How many total square feet of the flooring is affected?

  Exactly which Bona cleaning product was used by ****************** (or by spouse or house keeper - please specify)?

  Was it used in one of our spray mops, or separately sprayed from a Bona spray bottle and then wiped up with a mop (and whose mop system/which one, etc)?

  Did the seams swell the very first time the cleaner was used or did it take several applications before any swelling was evident?

  How often were the floors cleaned used the Bona Cleaner and or mop system?

  Were there any other cleaning systems used on the flooring?

  How many square feet of the flooring are affected by the swelling?

  Thanks in advance for supplying us as much information as possible.

  Regards,

  ***********************

  Director of Claims Mitigation - Bona US

  Customer Answer

  Date: 07/02/2022

   
  Complaint: 17292456
  
  I am rejecting this response because:
  
  Product Is Pergo Portfolio Wet protect Waterproof flooring.Flooring was professionally installed with Quiet Walk underlayment over smooth plywood subfloor. There are approximately 15 areas where seams are swelling at the edges. Some areas are 3ft long and some are 6" long. Each area is different. I used Bona stone, tile, and laminate floor cleaner in a spray bottle. Spray was applied to a dry Swiffer stick mop with a washable head, and floor was spot cleaned. I initially thought that wet mopping,as instructed by Mohawk, was causing issues. I have only wet mopped the floor twice in 2 years, and the affected areas are pretty random which would be consistent with the Bona spot cleaning. Mohawk won't stand behind an expensive Waterproof/Watertight product which disgusts me. They are choosing to pass blame onto you and I.Sincerely,
  9400109205568715712790
  *************************

  Business Response

  Date: 07/18/2022

  Hello BBB,

  This is an unfortunate situation for the consumer but not an uncommon one given warranty fine print. The Pergo Portfolio flooring product is covered by their WetProtect Warranty which reads, WetProtect is a no-exclusion wet warranty that covers damage from all common household spills, domestic household pet accidents, damp and wet mopping. In addition, the coverage includes damage to both the flooring and subfloor from topical moisture for the life of the product.; but then it goes on to spell out the general terms and conditions and exclusions for this no-exlusion product, one of which is These warranties are contingent on proper care and maintenance.Please refer to *********** and Maintenance section for full instructions., along with Damage resulting from excessively wet maintenance or from using detergentssoaps.is not covered., and Damage resulting from improper or inadequate maintenance or accidents is not covered.. ********** and Maintenance, Pergo states under Occasional Cleaning, Never damp mop wood flooring unless covered by Wet Resistance Warranty or greater wet warranty.* If flooring product allows, occasionally damp mop with water only., but then they go on to say that, If needed, use 1 cup of vinegar per gallon of water OR 1/3 cup non-sudsing ammonia per gallon of water.  So, it appears that there are plenty of exclusions, contradictions, and confusing verbiage in this no-exclusion warranty; and we always hate to see consumers caught ** in these types of situations when they thought they were covered.

  
  In their denial of the consumers claim, Mohawk (Pergo) states, The cleaner (Bona)contains surfactants which allows the cleaner to sweep into the joints of the planks resulting in the swollen edges. Surfactants in cleaners are used to better wet out the surface to help break the surface tension of dirt,oils, and other contaminants so that the cleaner can do its job, but in no way can physically cause the cleaner to sweep into the joints. If the consumer used the Bona Cleaner in the manner stated, Spray was applied to a dry Swiffer stick mop with a washable head, and floor was spot cleaned., we dont even see how enough surfactants and or moisture from the Bona Cleaner could have ever been present on the floor to cause the claimed damage as the instructions on the Cleaner are to mist the Cleaner directly onto the floor, then wipe up with a damp cleaning pad (and we wouldnt expect this type of reaction/damage to occur using this method either if the flooring product is produced correctly).

  
  From the perspective of the Bona product in question, Bona Hard-Surface Floor Cleaner (aka Stone, Tile and Laminate Cleaner on our professional side) has been on the market for over twenty years. If it was inherently problematic on laminate floors we wouldnt have it marketed towards that flooring segment and or there would be all sorts of call-outs on laminate flooring manufacturers care instructions and or the major retailers would not carry it, especially if it regularly caused this type of damage and issues with the flooring that they sell. When I went to the local Lowes to look for this Pergo product, the Bona cleaning rack was right at the front of the laminate flooring aisle and was the only laminate cleaner in that aisle, a display of trust from the store in what should be used to clean these types of floors.

  
  In light of all the above, we do not feel that the Bona Cleaner is the cause of the damage to the WetProtected laminate flooring sold to the consumer; as it seems to be more of an issue with the flooring itself in those areas and caused by something other than spot cleaning. There is nothing else we feel that Bona can do for the consumer in further resolving this issue.

  
  The most common remedy to resolve issues like this would be for the consumer to simply replace the affected boards to get back to square one; and then strictly abide by the flooring manufacturers warranty fine print in regard to care and maintenance.

  Regards,

  ***********************

  Director of Claims Mitigation - Bona US