ComplaintsforHurst Hardwoods, LLC
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Complaint Details
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Initial Complaint
07/21/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Purschased on 2-21-2020 Cost 6923.70 The finish is flaking off. This product has a warranty. They told me i voided my warrant. They said i used a mop and water to clean my floors. That is incorrect. I never said that. I also never received a flooring care fact sheet with my flooring purchase.Business response
08/31/2022
Business Response /* (1000, 12, 2022/08/25) */ Contact Name and Title: Lee H**** - Manager Contact Phone: XXX-XXX-XXXX Contact Email: ***@hursthardwoods.com ********, we are very sorry for any issues you have had with your flooring. We have noted that on your first call to us about the issue that we asked you how the floor was being cleaned and you said it was being "mopped with water". In later conversations when speaking with another representative you had denied that statement. With hardwood flooring , mopping the floor uses an excessive amount of water and the continual expansion and contraction could cause the finish issues you have experienced. Mopping with water is also listed as one of the ways not to clean hardwood flooring on our website and Floor Care Guide. Anyhow we did offer to provide additional flooring for free so that the few boards having the issue could be replaced. That offer still stands and we would be happy to send this to you if needed. Please let me know how many boards you need. In an earlier conversation you mentioned there was 8 boards and later you said about 30. As long as it is a reasonable amount we can provide the flooring and shipping at no charge. We would not be able to cover the labor considering the cause of the issue.Initial Complaint
03/04/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
Craig Hurst, owner of Hurst Hardwoods, has not returned funds for returned adhesive. On 10/13/21 we purchased $1,791.00 of flooring adhesive to install wide plank engineered floor we purchased from Hurst Hardwoods. We decided to change our installation method and on 11/16/21 Craig Hurst agreed that we could return the adhesive, which was unopened and remained in storage in our garage. On 11/23/21, FedEx picked up the adhesive - we covered the expense to return the adhesive. We received an email confirmation from Craig Hurst on 11/30/21 saying that he would issue a refund once he confirmed that they received the adhesive. After several attempts to follow up, on 12/23/21, Craig Hurst confirmed that they had received the adhesive and that he would "issue the refund today." On 1/21/22, we wrote to Craig Hurst to let him know that we still had not received a refund. On 1/24/22 he responded "I will get with the bookkeeper on this and get back asap." In response to additional attempts to follow up, on 2/7/22 Craig Hurst wrote, "I spoke to the bookkeeper and we will have to mail you a check. We change the banks during the time your order was placed so I can't do a refund from there because the account doesn't exist anymore. Please confirm the name to write the check to and the address to send it to and we will get it out tomorrow." On 2/24/22, we wrote to ask him to resolve the refund immediately. He responded, "I have confirmed with the bookkeeper that the check is on its way. Let me know when you receive it." We still have not received the refund check and are seeking your assistance in resolving this matter. We have documentation of all the information outlined above.Business response
03/10/2022
Consumer Response /* (2000, 6, 2022/03/08) */ The vendor sent a refund. The issues is resolved.
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Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.