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Complaint Details
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Initial Complaint
11/24/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased my home in Oct. 2020 and I had Apex Flooring LLC come in an install new floors. They put the *** floors down in my home. Only 2 years after my spending over $4000 with them my floors are starting to come up. The base is a cement foundation and the floors started rising in sections at first, and it is now coming up all over. I reached out to Apex to see if they could come out and fix the problem. They sent guys out Tues. Nov. 15th. The guy who came out saw the problem and stated that the floor didn't need to be repaired but completely taken up and redone. He then contacted the manager who told me he would come out and inspect on either Wed. Nov. 16th or Thur. Nov. 17th. Then complete crickets. I called him again ***. Nov. 21st after not hearing anything. He proceeded to tell me that this could be due to moisture or humidity and that he was reaching out to the manufacturer to see if they would help or if I would have to pay again. I also found that Apex never put any type of sealant down before installing the floors. Now here we are 3 days later and I still have not heard anything. I have had multiple other companies come out as it looks like I am going to have to pay to have my floors redone. They have stated that this product does not adhere well to cement floors and Apex should have told us that. I am not a flooring expert so I would have looked for the flooring company I use to tell me which product worked best. At this point Apex is not taking any ownership and just keeps dodging me. They need to stand behind their work. Atleast offer me some sort of refund if as I am now responsible to have floors reinstalled.
Business response
12/22/2022
HelloWe did called the customers multiple time to explain to him that when we installed the floor the moisture was within the specs of the manufacturer instructions to install it with out moisture barrier. Not all LVP need moisture barrier as it can cause the flooring to buckle or make sound over time. by the manufacturer warranty as long as the ** (relative humidity) of the concrete subfloor is below 90%** at the time of the installation moisture barrier is not needed. The ** was about 2-3% which is average for the concrete subfloor in GA.It has been over 2 years since the flooring was installed. If he had a small water leaked that could have cause the ** to go up. If at any point his home temperature was over 85 F or below 65 F that could have caused the flooring to buckle. There are a number of different things that could cause the flooring to buckle the way it did.We also send him an estimate to re do the job with the moisture barrier and we wouldnt charge him the take up of the current floor. Before we could even start the job he will need to have some humidifier in the house to removed the moisture from the area.We do take accountability on our work and for that reason we offer him to re do the job without the charge of removing and hauling away the current floor and adding the vapor barrier. Although by the manufacturer warranty if the ** is greater then 95%** is out of warranty since not even the moisture barrier will protect the flooring.Customer response
12/22/2022
Complaint: 18459627
I am rejecting this response because: Ownership was not taken in this case. I kept being avoided. I was not called at all. I had to keep calling APEX. After multiple calls and no response a quote was finally, randomly emailed to me. I have had other flooring companies look at the floor and they have stated the floor was not installed correctly.
At this point the floors have already been redone correctly by another company. Apex could atleast offer compensation for me having to replace floors within 2 years. Very bad for business.
Sincerely,
***********************
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.