ComplaintsforArmstrong Flooring, Inc

• Initial Complaint

  12/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On 01/04/2018 I ordered 18 cartons of Armstrong 16 x 16 Luxury Vinyl Tile, Armstrong grout and Armstrong adhesive for a cost o $1,442.10. This was shipped out approx. 01/16/2018 and installed by a local company 02/10/2018. The reason I chose Armstrong Alterna was the 25 year "lifetime" warranty I was told came with the product. I live alone and only wear sllippers in my home and have never had a dog.. I have only used Armstrong Once and Done since installation per the warranty.. Some tiles are discolored. This floor does not clean well especially around the perimeter. I only use a mop with removable soft washable covers and frequently change the mop heads while cleaning the floor. There are numerous chips in the vinyl. Absolutely not related to anything being dropped on the floor. This is the worst flooring I have ever had and have had better floors with peel and stick tiles.

• Initial Complaint

  09/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased and had installed 1155 sq ft of Armstrong Vivero best Kingston walnut u2050 in 2017. This was purchased due to its lifetime warranty. The flooring has gaps at the ends and along the long edge of the planks as well as at least 60 chips out of the ends of the planks. The installer ****** Floorcovering examined the flooring and sent a claim to Armstrong which was denied. Oddly, Armstrong asked if there were any left over planks for them to review for manufacturing defect, there were 3 pieces left, but the claim was denied before the remaining planks were mailed to Armstrong. An appeal was made and another gentleman sent by Armstrong was sent to take photos of the excessive number of gaps and chips and it was denied again. Had I purchased the cheapest alternative this may not have been a surprise. But having purchased the most expensive version available and following all instructions as to care it seems this product should have held up better and if not then Armstrong should honor their lifetime warranty. I am seeking reimbursement of for the cost of this defective product. Attached is a sampling of the flooring.

• Initial Complaint

  05/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  A local company installed Armstrong luxury vinyl tiles in my kitchen. After several years, some of the tiles yellowed. I filed a claim with Armstrong and it was approved (#********) in December 2021. Since then I have had numerous phone calls with them, but have not been able to get my floor replaced. The company that installed the original floor no longer does Armstrong. Another company I talked to said there was "too much red tape."

  Business response

  05/24/2022

  ********************* filed a floor claim with us, which has been approved for a replacement Armstrong floor and installation.  We have been and are continuing to search for a retailer who is able to schedule and assist ***** with completing this claim.

  Customer response

  05/25/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *********************
  

• Initial Complaint

  03/31/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We built our house in 2016 and have been trying to resolve this issue since 2019. We completed our entire house of approx 2300 sq feet in Armstrong luxury vinyl plank flooring. Flooring was laid exactly as recommended by the manufacture and stated on box, by a professional. The flooring has lifted and became unglued as well as separated leaving large gaps in the floor wide enough you can fit your finger between them. This has happened in every single room of house house, regardless of sunlight being direct, indirect or none at all. It is happened Upstairs, downstairs and even under beds and dressers. Each step we take on the floor the boards collapse and we have large gabs to a point our socks and children catch on them. We measured the boards and they are shrinking length wise vs what we have unlaid in the house in storage. Our unused boards were sent for testing but no one would test or measure our boards throughout the house to show this shrinkage or test the adhesive on our boards to show the glue is dried and unable to adhere to flooring. We have had a rep to our house to review and send to their superior to decide on a solution and recently received a letter stating it did not fall within their warranty. We bought this flooring based on the information provided, warranty and claim assured by the company that it would be a fit for our home and now have to deal with faulty flooring through our entire house. This issue has been undealt with to for far too many years, with the pandemic being at some fault for the delay understandably. However, the company is not advertising accurate information on their flooring if this is something that is occurring in multiple homes. I would have expected better communication and more accurate description of product quality. 

  Business response

  04/11/2022

  We are truly sorry that you and your family are experiencing this problem with your floor. The claim was denied under the terms of the warranty as there was no product defect.  However, Armstrong approved a good faith gesture in February 2022 to accommodate new Armstrong flooring product.

  Customer response

  04/12/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: I just followed up with the business we got our flooring from and they confirmed this for us but stated they were trying to get labour cost covered for reinstallation, therefore waiting to let us know.  It is unfair for us to be required to pay for labour to have the floors reinstalled though our entire house when we already paid for this expense when putting the original faulty floors in.  This is an expense unfair to have the customer pay when the flooring defect is no fault to us.  This would, essentially, result in the customer paying for installation twice, a substantial expense not by choice.  We are not looking to change our floors out of style tend or preference, etc.. simply because they are faulty. 
  
  
  Regards,
  
  *****************************
  
  
  
  
  
  
  
  
  

  Business response

  04/13/2022

  I understand your frustration, and if material is professionally installed and found faulty under the warranty, Armstrong does pay reasonable labor costs.  But this material was found to be not faulty, and labor is not included with the good faith accommodation of replacement material.

• Initial Complaint

  02/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  4 years ago I purchased Waterproof Armstrong flooring for my entire home from **********. Now the flooring is coming up at the seams and the top layer flaking off in areas. This problem is occurring in between 30-50 pieces of laminate flooring. This flooring is no longer made. Neither ********** or Armstrong will agree to cover the warranty and replace the faulty product. They instead blame my dogs. First, if the product is waterproof it would be pee proof (if that's what they are insinuating), secondly I am retired and home almost always and the dogs go outside. If there is an accident it is cleaned up immediately. Thirdly, I use the product recommended by ********** to clean the laminate floor. I spent $11,000 on a floor that lasted 4 years.

  Business response

  03/03/2022

  We received **. *********'s claim in December 2021 and followed our normal claims process. An inspection was also conducted. After full review, it was determined that the issue the customer was experiencing with her floor was not manufacturing related, and not covered by our warranty. No defects were found within the wear layer and manufacture of this product. Swelling of laminate flooring can be attributed to multiple possible causes, including but not limited to excessive moisture from the subfloor, relative humidity, spills, or pet urine.

  Attached is information on our warranty and care instructions for our laminate products. None of our laminate products were marketed as waterproof and all have since been discontinued because of changing consumer demands and our exit from the wood business in 2018. Were sorry the customer experienced issues with her floor. However, since the reported issue was not covered by our warranty, we were unable to offer further assistance. Thank you for the opportunity to provide a response.
  

• Initial Complaint

  12/25/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased tile for my home (lifetime guarantee) in 2014. Called company they told me to take recipt (which had already faded) bact to ********** to file a claim. ********** finally answered said they did not install not responsable. I am elderly an just go in circles with these people OR AM TOTALLY IGNORED. My home is only 600 sq. ft. have not been able to replace. Finish on tile coming off.

• Initial Complaint

  11/24/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Last year, I resurfaced my kitchen floor and laid down over 200 feet of Armstrong Flooring, it has held up well,, but I recently removed some cabinets and purchased another box of the same brand flooring, color was off a bit, but livable. However, after a short week, the flooring started popping off, I did nothing different, from before, had a super clean surface and a fresh coat of latex paint, as suggested. What I did was tried to heat the flooring with a heat gun, but that was only a temporary fix, as the flooring popped off again, one or two at a time.Being I've laid a lot of flooring in my life, I know that preparation is key, I thought something else might be the problem. So I took at peeled back the paper on a left over tile, from last year, sitting in storage from the year before I noticed the tile appeared to have more glue and was very sticky, compared to the newest floor tiles purchased a couple of weeks ago I phoned customer service, explaining and my experience, just to be told to return it to the store, after suggesting a couple of suggestions. I explained to her I was disabled and was not able to drive anymore, but that didn't seem to matter, as she just said return it to the store. Well, I called ********'s, and they said in order to return it for a refund or replacement I would have to have a complete box of flooring, complete and intact. That would be impossible, and was not happy to know the store would not honor the Armstrong product, as suggested by the customer representative. I need it replaced or refunded, as I'm stuck here and know one seems to want to make it right. I've uploaded my most receipt, for the latest purchase. As, it's clear I liked the product before, but really disappointed with this last purchase to re-insert tiles to replace the empty section of flooring where the cabinets were. I feel like it all need to be torn up now, and trying to avoid that.

• Initial Complaint

  10/13/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased Armstrong luxury vinyl plank flooring (commercial grade) which is supposed to be the best for high traffic areas. My husband and I have a 14 lb miniature poodle. Even though we groom our dog (and specifically her nails) very regularly, there are scratch marks visible on our new flooring. We contacted the company from which we purchased the flooring, ****** Flooring in Burlington, who initially recommended the product for our home. We asked them to come to see the flooring and they couldn't believe how poorly it has held up after only being installed for less than 18 months. They contacted Armstrong Flooring and they said that the marks made by our dog are not covered under the warranty. They have decided to no longer offer this product to their clients because of our issue. We are very disappointed as the cost for this flooring was more than double the others because of its "commercial" rating.

  Business response

  10/14/2021

  Good Morning,

  I apologize that you are unhappy with your flooring, however the letter that was sent to you was correct. Scratching is not covered under any of our warranties. All warranties can be located on our website www.armstrongflooring.com. Since the issue is not covered, unfortunately we will not be able to offer any adjustments.

  Thank you,

  Armstrong Flooring Customer Service

  Customer response

  11/11/2021

  Here is a screen shot from the Armstrong Flooring website that states "Category leading scratch, stain, and scuff resistance for floors that look newer, longer".

  Considering the flooring is less than 18 months old and in a residential (not commercial) setting lived in by two adults wearing slippers plus a very small dog, it is hard to believe how poorly the flooring has held up. 

  Commercial flooring is twice as expensive as residential flooring on average but we wanted to ensure that we would have no issues with it for many years to come.  This was a major purchase for us and are extremely

  disappointed with the lack of performance of this product.
  I would appreciate your assistance in addressing this matter with Armstrong Flooring.

*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. ↩