ComplaintsforLouie's Floor Covering

• Initial Complaint

  06/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a town home in ********** in Spring of 2019 and in 2021 the flooring that ******* had installed for the previous owners in 2016 started to delaminate. I reached out and someone came out to look, took a LOT of pictures and then never followed up. I persisted and eventually they came back with the distributor who sold the floor product to *******. Over a month later no one got back to me with any resolution and when I called again today 6/29 was told "Oh, the floor is only warrantied for the owners of the home who bought it." This makes no sense. It could be improperly installed which was what ******* did. AND they sold the product directly so I believe the responsibility to fix or replace rests with them.

  

  Business response

  07/11/2022

  Hi

  *************** to Complaint 17501553 

  On or about Feb of 2015 we installed hardwood for a *************************

  at *************************************** in **********. We received a call from a ********

  ******** telling us the wood was bad in her home at **** *****************

  and she had bought the home recently from *****************. We went out and looked at it

  and called the Rep we got the wood from and He than went out and looked at it.

  The wood was showing wear. The wood also had been wet do to one or two

  times a leak had takin place. We warranty a job 2 years. We warranty the original 

  owner. The Rep has emailed me the material Warranty which states only the original

  owner is included. This is way out of Louies warranty time and the manufacture

  does not recognize a second or third owner.

   

  Attachments at bottom

   

  Thank you

  ****

  Customer response

  07/13/2022

   
  Complaint: 17501553
  
  I am rejecting this response. The wood installed is delaminating and I had another reputable company come out and test the humidity and assess the floor. In their opinion delamination was occurring and will continue to get worse because there was a problem with the wood installed.

  I am unclear how a warranty for an installed item such as a wood floor stays with the original owner of a home. That not only makes no sense but is duplicitous in nature. 
  

  Louies may be referring to small area in the kitchen where there was a small leak that also should not have ruined the floors. As continuously  shared with them, there are delaminating boards all through the house some large enough to trip on. Louies should stand by their work on items they install where the problem is the fault of the company they bought from or their installers.

  
  Sincerely,
  
  *********************************

  

  Business response

  07/14/2022

  Hello

  As we stated, We had the Rep we bought the wood from and our inside man

  go to the house and look. The wood was showing wear ( as it should after 7 years

  and a leak or two). The warranty on the wood is clear as is Louies policy original

  owner only and in Louies case 2 years. I really am having a hard time with this person

  telling me to do something with a 7 year old floor. I never heard from the original

  owner to come and check the floor and I am REALLY wondering why this person

  would buy a house with such a bad floor and make no attempt to 

  receive compensation from the seller if she was so unsatisfied with the floor.

  We have been in business in ********** over 50 years and try to always be fair

  as you can see by the few complaints we have had over all these years.

  This is one that is not our problem. We have no idea how or if this floor

  was even taken care of properly.

  We are closing this case

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