ComplaintsforFloorida Floors

• Initial Complaint

  04/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We spent @$16k to have our floors done with Florida Floors (Nov. 2021). It was THEIR job (that they were paid) to remove all the existing flooring (tile, old laminent and carpet), level the floors and place new LVP. 1.5 years later the floors are popping up all over the home - we've had them come out twice and they want to claim it's the sub floor. The floors have a 3 year warranty - which they now wont' stand by. They also damaged our hall and bath room walls (ripped out the toilet paper holder and just sheet rocked over) - AND Didn't finish the trim in a bath room (Random subs they hired.) We want to know the name and contact information of the person that came out to look at the floors and a copy of his report. The Report will have the information of what is wrong with the floors - FL Floors has NOT provided us a copy. We will be seeking compensation if the floors are not fixed.

  Customer response

  04/04/2023

  I have sent the following request to Florida Floors on 4/4/2023. 

  Please provide a copy of sales receipt and warranties - labor, installation and products. (Work done in November 2021 for *** ****** ***** ***** ************ ** *****.) I also need a copy of the exam that was done within the last two weeks along with the examiners contact information (Name, email and phone numbers).
  
  Once I have the copies, I will forward.

  

  Business response

  05/19/2023

  Dear Better Business Bureau:

   

  ******** ****** was contacted by **** *** ****** ******* approximately the week of February 20th, 2023 and informed us of a cupping issue they were experiencing with their floors.  We sent one of our technicians out to their home to inspect their floors promptly on February 28th, 2023.  As a courtesy to these clients, we reached out to the distributor who supplied the product (which has never had any previous problems reported by ******** ******) to inquire about the inspection process.  The distributor (******** ********* ******) explained that they do not perform inspections.  In a good faith attempt to take care of this client, ******** ****** paid an industry certified 3rd party independent inspector and incurred the expense directly.  The inspection was requested on 3/2/2023, performed on 3/16/2023, and results reported to ******** ****** on 3/21/2023.  Attached is the inspector's report.   

   

  ******** ****** does not have any expressed warranties on product and installation but often will honor installation within a year (As stated in the paperwork that these clients acknowledged and signed). Material warranties vary by product and manufacturer but are honored by the respective distributors and/or manufacturers.  The homeowner's continued dissatisfaction and complaints should be directed to ******** ********* ******.  

   

  Installation began on 12/14/2020 and concluded on 12/30/2020  (Though there is no expressed warranty by ******** ******, good faith would have expired 12/30/2021) Homeowner claims that this was installed one year ago, this is clearly a false statement.  The homeowner has made a claim that they have a 3 year warranty with ******** ****** but this is a blatant lie.

   

  The independent inspection report states that the moisture within the home is high.  ******** ****** installed a 6 mil poly vapor/moisture barrier under the flooring to block moisture from coming up from the slab.  This would indicate that the high levels detected are coming from the surface (use of steam mop/ Pet Urine?) of the flooring or from a potential plumbing slab leak.  

   

  The independent inspection report also states that there were substantial areas that were subjected to direct sunlight.  Direct sunlight is a known cause for cupping due to the nature of LVP's expansion and contraction inherent qualities.  Please see this article for more information regarding this:

   

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

   

  This homeowner has embellished many of their claims.  They claim to have paid $16k which is actually $14,811.18.  They claimed it was installed a year ago Nov 2021, which is actually over 2 years (Nov 2020).  Homeowner claimed to only have 2 cats in the house but we have documented proof that they also own at least 2 dogs.  We feel that this is an intentional omission.  Pet urine can substantially damage all floors and could be a contributing factor for product failure.  

   

  We feel that this client has intentionally misrepresented the basic facts of these issues, which now leads us to believe that there are other important details intentionally omitted that may very well be the true cause of their flooring problems.

   

  We respectfully request BBB to review all of this information.  We are aware of our membership renewal but we are requesting a delayed payment pending the results of this claim.  

   

  Thank you,

   

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

   

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

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

  Tallahassee, FL  32308

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

  **** ***** ******** 

   

  

  Business response

  05/19/2023

  Dear Better Business Bureau:

   

  ******** ****** was contacted by **** *** ****** ******* approximately the week of February 20th, 2023 and informed us of a cupping issue they were experiencing with their floors.  We sent one of our technicians out to their home to inspect their floors promptly on February 28th, 2023.  As a courtesy to these clients, we reached out to the distributor who supplied the product (which has never had any previous problems reported by ******** ******) to inquire about the inspection process.  The distributor (******** ********* ******) explained that they do not perform inspections.  In a good faith attempt to take care of this client, ******** ****** paid an industry certified 3rd party independent inspector and incurred the expense directly.  The inspection was requested on 3/2/2023, performed on 3/16/2023, and results reported to ******** ****** on 3/21/2023.  Attached is the inspector's report.   

   

  ******** ****** does not have any expressed warranties on product and installation but often will honor installation within a year (As stated in the paperwork that these clients acknowledged and signed). Material warranties vary by product and manufacturer but are honored by the respective distributors and/or manufacturers.  The homeowner's continued dissatisfaction and complaints should be directed to ******** ********* ******.  

   

  Installation began on 12/14/2020 and concluded on 12/30/2020  (Though there is no expressed warranty by ******** ******, good faith would have expired 12/30/2021) Homeowner claims that this was installed one year ago, this is clearly a false statement.  The homeowner has made a claim that they have a 3 year warranty with ******** ****** but this is a blatant lie.

   

  The independent inspection report states that the moisture within the home is high.  ******** ****** installed a 6 mil poly vapor/moisture barrier under the flooring to block moisture from coming up from the slab.  This would indicate that the high levels detected are coming from the surface (use of steam mop/ Pet Urine?) of the flooring or from a potential plumbing slab leak.  

   

  The independent inspection report also states that there were substantial areas that were subjected to direct sunlight.  Direct sunlight is a known cause for cupping due to the nature of LVP's expansion and contraction inherent qualities.  Please see this article for more information regarding this:

   

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

   

  This homeowner has embellished many of their claims.  They claim to have paid $16k which is actually $14,811.18.  They claimed it was installed a year ago Nov 2021, which is actually over 2 years (Nov 2020).  Homeowner claimed to only have 2 cats in the house but we have documented proof that they also own at least 2 dogs.  We feel that this is an intentional omission.  Pet urine can substantially damage all floors and could be a contributing factor for product failure.  

   

  We feel that this client has intentionally misrepresented the basic facts of these issues, which now leads us to believe that there are other important details intentionally omitted that may very well be the true cause of their flooring problems.

   

  We respectfully request BBB to review all of this information.  We are aware of our membership renewal but we are requesting a delayed payment pending the results of this claim.  

   

  Thank you,

   

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

   

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

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

  Tallahassee, FL  32308

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

  **** ***** ******** 

   

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