We noticed problems 2 days after Premier Prefinnished Red Oak floors were installed - cracks, peeling checking, holes... After surviving Hurricane Sandy, completing Post Sandy renovation and finally moving back now we have to deal with yet another disaster!
Floors were installed over a brand new sub-floor.
We purchased 820 sq. ft. of Prefinished Premier Red Oak floor on February 9th 2014.
The floor had been installed during the week of February 23rd. While installing the floor, the crew noticed that some of the planks were defective, not uniform in color, have see-through holes, grooves, etc; total of 4 boxes of unusable material.
We contacted the dealer and he instructed us to call the manufacturer. The manufacturer told us to bring the floor back to the Dealer for inspection and see what should be done next. Our contractor took the floor back to them for an exchange, but the dealer refused to take it back, stating that the floor is perfectly fine.
Out of desperation, we purchased additional 4 boxes of floor so that we could complete the job and finally move back in to our house.
The job was completed on February 28th and we moved back in on March 1st. In the evening with the lights on, we noticed that the planks were cracked. It turns out that almost every other plank has some sort of defect. They are either cracked and the “prefinished” part is peeling off, or they have holes, or both. Most of them have checks! The surface is very soft and not durable at all. Almost everything leaves a very noticeable dent. We have not even lived on it and it is coming apart!!!
All 902 sq. ft. (110%) of the “Premier floor” that we ended up buying turned out to be damaged/defective.
We contacted the manufacturer via email and attached some pictures. When I spoke to them today, I was appalled. The guy (a senior at the company) was not nice and said that he could not see anything in the pictures and that the floor is perfectly fine and that we are looking for the impossible perfection. I am attaching the same pictures to this post. I asked if he could send a company rep to look at the floor; he said that they don't do it and that on top of it they are in Georgia and we are on Long Island, New York. He told me that they don't deal with customers and everything should go through the place that we bought it from, and that they should send an inspector, and only if they determine that it's the manufacturing defect they will contact the manufacture and the manufacturer will decide what to do. He was not willing to discuss their 15 year warranty, stating again that they do not deal with the end customer. When I contacted the dealer, he told me that he does not do the inspections and we should hire a certified inspector ourselves, pay for his services and present it to him.
We chose an American company over Canadian and Chinese thinking that we will get a better quality product and customer service... we were wrong...
We are still dealing with Home and Flood Insurances and have spent so much money on rebuilding and restoring our home after Sandy, including this floor and it's installation, I just don't know what to do at this point.
To avoid confusion, I am only attaching the pictures of the floors that has been installed, not the part that was clearly bad and was rejected by our contractor.
Please help!
Thank you so much!
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Floors were installed over a brand new sub-floor.
We purchased 820 sq. ft. of Prefinished Premier Red Oak floor on February 9th 2014.
The floor had been installed during the week of February 23rd. While installing the floor, the crew noticed that some of the planks were defective, not uniform in color, have see-through holes, grooves, etc; total of 4 boxes of unusable material.
We contacted the dealer and he instructed us to call the manufacturer. The manufacturer told us to bring the floor back to the Dealer for inspection and see what should be done next. Our contractor took the floor back to them for an exchange, but the dealer refused to take it back, stating that the floor is perfectly fine.
Out of desperation, we purchased additional 4 boxes of floor so that we could complete the job and finally move back in to our house.
The job was completed on February 28th and we moved back in on March 1st. In the evening with the lights on, we noticed that the planks were cracked. It turns out that almost every other plank has some sort of defect. They are either cracked and the “prefinished” part is peeling off, or they have holes, or both. Most of them have checks! The surface is very soft and not durable at all. Almost everything leaves a very noticeable dent. We have not even lived on it and it is coming apart!!!
All 902 sq. ft. (110%) of the “Premier floor” that we ended up buying turned out to be damaged/defective.
We contacted the manufacturer via email and attached some pictures. When I spoke to them today, I was appalled. The guy (a senior at the company) was not nice and said that he could not see anything in the pictures and that the floor is perfectly fine and that we are looking for the impossible perfection. I am attaching the same pictures to this post. I asked if he could send a company rep to look at the floor; he said that they don't do it and that on top of it they are in Georgia and we are on Long Island, New York. He told me that they don't deal with customers and everything should go through the place that we bought it from, and that they should send an inspector, and only if they determine that it's the manufacturing defect they will contact the manufacture and the manufacturer will decide what to do. He was not willing to discuss their 15 year warranty, stating again that they do not deal with the end customer. When I contacted the dealer, he told me that he does not do the inspections and we should hire a certified inspector ourselves, pay for his services and present it to him.
We chose an American company over Canadian and Chinese thinking that we will get a better quality product and customer service... we were wrong...
We are still dealing with Home and Flood Insurances and have spent so much money on rebuilding and restoring our home after Sandy, including this floor and it's installation, I just don't know what to do at this point.
To avoid confusion, I am only attaching the pictures of the floors that has been installed, not the part that was clearly bad and was rejected by our contractor.
Please help!
Thank you so much!
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