Business ProfileforPrestige Carpet of Daytona, Inc.

Just spoke with Prestige Flooring and informed them that the flooring they installed has failed. The lady that answered the phone was borderline rude and sarcastic. She stated that the flooring is waterproof from the top down but not waterproof from the bottom up. Note: If this is true the floor is not waterproof! We purchased waterproof flooring which was sold to us as waterproof but was not waterproof. I am not going to argue with this lady and we will take the loss, but buyer beware they sold us flooring that had failed. We purchase two types of luxury vinyl tile floor and carpet. Both products clearly state they are waterproof, on the receipt. The truth is they are water resistant not waterproof. This company miss-sold us a product that is worthless and that should have never been installed in our kitchen and bathroom.

With regards to Mr. ******** complaint, our company originally installed Coretec's Galaxy Pro Luxury Vinyl Plank Cork Back Flooring, color Cigar Oak, on Invoice #44110 dated 03-23-20.  The areas involved are the utility room, Kitchen, Foyer and Bathroom of this Manufactured Mobile Home Residence. We also provided Shaw Industries Source II Texteured Saxony Carpet over 7/16" 8 lb High Denisty Padding in the remainder of this residence (LR, MBR,GBR & Porch).  

 

Mr. ****** called our office on 07-19-23 at 11:18 AM stating that his "waterproof" floor is failing.  I attempted to explain how the wording is with the manufacture warranty and if the water intrusion was underneath the LVP that would fall under a claim filed with your homeowners warranty.  When I sent the invoice with our installers the warranty was attached explaining what is and is not covered under the waterproof warranty with Coretec.  I was not rude or sarcastic, just trying to explain the warranty, which he was very disgruntled and upset with my response.  He ended the phone call abruptly, which is understandable.

I followed up immediately with an email to Mr. **** with the original invoice attached and the warranty information again, so if he hadn't kept the original information he would have it which I highlighted the areas that were applicable to his situation with his LVP floor failing.  You can view the Coretec Warranty @ https://coretecfloors.com/en-us/warranties (Por Series).

In the email I explained that I have consulted with our sales representative on his behalf, to see if we should file a claim for his water intrusion complaint and have it inspected by an independent inspector. He if would like to proceed with filing a warranty complaint, I would be happy to do so. I have not gotten a response since the email.  

As a Retail Floorcovering Dealer we can not control the moisture that accumulates underneath the crawl space of a manufactured home or the plywood subflooring the LVP was installed over.  We do install a 6mm Visqueen (Plastic) sheeting to try to limit the amount of moisture that accumulates, whether it is plywood or concrete.  We also can not control acts of God such as driving rains, hurricanes, etc. that could lead to a water intrusion within the home.  Last year in 2022 we did have Hurricane Ian and Nicole, which were back to back. With Hurricane Nicole there was extreme flooding in areas that have never flooded before in the 42 years we have been in business and so many homeowners suffered flooding in our immediate area of where my showroom is and where Mr. ****** resides, less than one mile away.  We still are replacing flood damage floors in this area to date, waiting on home to re repaired from water intrusion.

In closing, we are a family business which our parents started in August 1981.  We always try our best to make customers happy with complete satisfaction, often going over and beyond if the complaint is out of our warranty period. We are honest and still use the same morals that our parents have instilled within our professional conduct.  The greatest compliment you can give us is to return to do business with us again and/or refer a family /friend/neighbor for their floorcovering needs. We are very adamant to explain what the LVP waterproof warranty entails, knowing we reside in a humid and hurricane climate area of Florida.  I believe in showing/telling the client what is not covered within a warranty, so they know ahead of time what to avoid or how to maintain their floorcovering for the longest duration.

I do wish we could resolve Mr. ******** LVP flooring situation, but Coretec will not cover the complaint with this situation, if a claim is filed in the future. 

 

 

Again, sold to us as waterproof and it is not waterproof. End of discussion. That is misleading by both the vendor and the manufacturer and we would not have ever installed a non-waterproof floor into a kitchen or bathroom.