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Complaint Details
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Initial Complaint
03/15/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
2019 was date of installation. Floors immediately cupped. Brad C******** of Rusmur has been to house and both times said they would flatten with time. We even installed a dehumidifier at his suggestion. He sent us a letter which is attached assuring us Rusmur would resolve issue. We paid almost $50,000 for the floor in our new build and now have a floor that looks 100 years old and has gone through a flood! Our last certified letter gave him until March 12 to resolve this issue. We have heard nothing
Business response
06/21/2023
Dear **** *******
I am sorry that you are having issues with the hardwood installed by Rusmur Floors. Cupping on any solid hardwood floors occurs when excessive moisture is absorbed by the floor.
Cupping in the floor can and most likely will subside over time as the wood releases that moisture. The water that made its way down to the first floor was more than enough to cause the issues stated above. This was also confirmed by the certified inspector provided by Abraham L**** and a copy of the inspection report is available to you if you have not received it already. Also, the hardwood on the 2nd floor that was not in contact with the flood water is not showing any signs of cupping. This hardwood was purchased from the same lot and pallet as the hardwood installed on the 1st floor.
In summary, the 1st floor experienced a spike in moisture, causing the floor to cup. This is not an issue caused by Rusmur or the product that was sold.
Our recommendation is to replace the floor through insurance with an engineered hardwood due to it being more resilient to moisture. Another option would be to sand and refinish the current floor to alleviate or eliminate the cupping.
I hope one of these solutions will suffice and that Rusmur will be given the opportunity to help resolve the issue.
Thank you
Ricky M*****
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1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.