ComplaintsforZwernemann Flooring, LLC

• Initial Complaint

  07/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Zwernemann Flooring provided flooring for *********************************, *************** in 2017, which is still under warranty. However, recently the vinyl flooring in a certain part of the house has started coming off. I have asked the company to cover the flooring, however, they have declined to put it back together saying that they do not stock the same kind of vinyl plank. They have also claimed that the vinyl plank came off due to moisture. However, this same flooring is used in all bathrooms and kitchen areas where they have performed just fine. If the flooring company is not able to provide the service under warranty, it will cause me a very expensive fix ranging to thousands of dollars. I urge the flooring company to take responsibility and fix the vinyl plank that has lifted within their warranty period.

  

  Business response

  09/08/2022

  The house is now owned by **************************  The wood-look vinyl plank flooring (***) was installed for the builder in 2017 for a SPEC Home.  The installation requirements of *** are as follows:
  

  Dry subfloor

  Skimcoat (or "float") to be applied to the concrete subfloor to create a smooth surface

  Pressure Sensitive adhesive

  ***

  ************************* contacted Zwernemann Flooring in the Summer of 2022 stating that some of the *** was coming loose or "curling" near the entry at the house.   Zwernemann Flooring sent a  veteran inspector/measurer to look at the situation.  The inspector/measurer determined that the float itself, not the ***, was detaching from the concrete subfloor.  The float was still attached to the vinyl planks.  The most common cause of this happening is a high moisture content in the slab itself.  Being near the entry, this is a potential area of moisture entering the subfloor and causing, over time, the float to release.

   

  This was the following was explained to *************************:

  The *** style that was installed in 2017 was no longer available from Zwernemann Flooring, nor from the distributor that provided it.  Calls to the distributor by Zwernemann Flooring determined that no plank was left over or in stock at the distributor and no leads to obtaining more were available.

   

  The following was offered as to *************************:

  1.   Have the area in question inspected by another contractor to determine the cause and repair as-needed to reduce or eliminate any moisture transmitting into the slab from the outside.  Especially check the existing threshold, as this is a common area for leaking.

  2.   The area needing repairs was in a well-defined entry, and it was recommended to install tile only in the entry area, instead of obtaining another style of wood-look vinyl plank, as installing another *** would be very noticeable as the two wood looks would not match.  Installing tile in an entry with wood-look flooring in the rest of the house is very common.

  3.   Zwernemann Flooring could also install a Hydro-guard membrane under the tile (upon request) to help with future issues.

   

  This is a relatively easy fix, and has some cost involved (not "thousands of dollars") but the issue is not covered under the manufacturer's nor Zwernemann Flooring's warranties, as this is an outside issue affecting the flooring itself.

   

  The original builder was also informed of the situation, but no action has been taken on their part as far as we know.

   

  Zwernemann Flooring offered to have ************************* come into the showroom and have  Zwernemann Flooring's designers assist in a tile selection for the entry area, should this be the route wanted to be taken, but have not heard back from ************************* since the offer was extended.

   

  Please contact us if any further information is needed.

  Regards,

   

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

  Zwernemann Flooring

  Customer response

  09/09/2022

  Complaint: 17513393
  
  I am rejecting this response because:

  1. The vendor did not explain the three points as they claim they have. There was no explanation given about the extent of tile coverage needed. There was no mention of a hydro-membrane. 

  2. More importantly, there is no water ingress in that area since it is safeguarded by a weatherproof seal on the door. The door itself is 3 ft away.

  3. I have already resolved the issue very quickly with the help of a handy-man. It turned out to be a minor fix which should have been covered by the vendor and provider of flooring.

  
  Regards,
  
  *************************

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