Business ProfileforNufloors Kelowna

Nufloors on Springfield Rd, Kelowna has again shown no customer service. When my issue as with others was brought to their attention (General Manager, Manager& President) their response is we consider this matter closed! In my case they believe it is moisture caused.., I have proven no water stains & no moisture. But this company will not prove it is moisture. They repeatedly conclude every conversation with We consider the matter closed! Furthermore expect me to pay $750 plus GST to have an independent flooring inspector to examine their poor workmanship. The hardwood in the coat closet was installed so tight then screwed down the track for the closet doors & buckling occurred, then domino affect.. cupping boards into entrance area. This was first discovered January 19, 2023..even though this job was done September 2020 this took this length of time for the flooring to push back! Nufloors did not remove baseboards in the closet to check for spacing, and the took a spare board that had been in the garage since 2020 for analysis! One would think a board inside the closet would have been more logical?? Again, Nufloors will not admit they are at fault. I suggested they pay for the inspection to prove moisture. Again We consider this case closed! This comes from the apparent 35 years experience??

**** ******** is a customer of Nufloors. We installed hardwood flooring in her home in September 2020. The floor was fine for over 2 years and then an issue occurred in a specific area of her floor. We inspected the issue via a site visit and concluded that the cause of the issue was site related and did not fall under the responsibility of Nufloors. This was all done in a professional manner. Nufloors takes customer service very seriously and we will always take care of issues that fall under our responsibility. We pride ourselves on going even far beyond what we are responsible for to satisfy our customers. In this case unfortunately, we need to draw the line. Should an independent certified flooring inspector conclude that Nufloors is at fault, we will pay the cost of the flooring inspector and of course fix the issues that have occurred.

Please find below some email correspondence between Nufloors and **** ********. This will enable you
to make your own judgement.

From: "**** ** ********" <***********************>
Date: April 18, 2023 ** ******* ** ***
To: Lars M****** <***********************>
Cc: Greg H**** <***********************>
Subject: Re: Dispute over flooring with Greg H****

Dear Mr. *******,
I am really disappointed at your response. I will not be paying $750 plus GST to have an independent
flooring inspector examine the floor which has been obvious to several professionals that have viewed
the floor. Who also removed the baseboards to check for necessary spacing. All of these professionals
are amazed Nufloors is refusing to admit they are wrong. It is obvious to me you did not read the enOre
complaint or you would have wanted to invesOgate further. But you likely only heard what Greg had to
say.
I can only conclude Nufloors is a “boys club”...you all are ignoring the facts provided to you. Greg H****
was everything I described and perhaps you should look back on his file at other complaints from
customers.
If you feel so strongly it is moisture related why are you not providing proof?? As Greg said “We believe
it is moisture related” ?? Believe?? Prove it!! That is a simple request any customer would ask for. But
you prefer to walk away leaving an unsatisfied customer. I ‘believe’ you are wrong...I’ll prove it!
Since my water damage in the Fall of 2020 there would not be a thimble full of water fall on that floor!!
Greg ignored Stutters findings which truly shows the lack of customer service and professionalism. It is
evident Greg does not want to be called “wrong".

This issue will be taken to a higher level. It is incredible you are prepared to tarnish the reputation of
Nufloors (and by the way, I’m not the first to have issues with Greg!).
Enjoy your day!
**** ********

On Apr 18, 2023, ** **** **, Lars M****** <***********************> wrote:
Dear Ms. ********,
I do not appreciate the way you talk about Greg H****. He has addressed the issue in a very
professional manner.
If you are not happy with our determinaOon as to the cause of your issue, please feel free at your own
cost to get a certified independent flooring inspector involved. He will objectively determine the cause of
the issue with your flooring.
Best Regards
Lars M******
Nufloors Kelowna

From: **** ******** <***********************>
Sent: Tuesday, April 18, 2023 ***** **
To: Lars M****** <***********************>
Subject: Dispute over flooring with Greg H****
Good morning, Lars
I am hoping you can help resolve the issue with my engineered flooring installed early September 2020.
Greg H****’s attude is appalling! He refuses to listen or view the photos as fact. This is affecting my
health.. my doctor is now aware and this situation needs to be resolved sooner than later.
Greg has another homeowner just as upset over her flooring which Greg has slammed the door on.
This man is arrogant, rude and disrespecful. He apparently treats females & seniors with no regard.
This is a small area to be replaced. You would think he would have to replace all the flooring. This is
going cost him business.

Thank you for listening,
**** ********

From: Greg H**** <***********************>
Date: April 18, 2023 ** ******** ** ***
To: "**** M.********" <***********************>
Cc: Graham G***** <*************************>, Trevor R***** <**************************>
Subject: Re: **** ********

Hello ****, thanks for the photos, they do indeed show how you hardwood has physically changed after
almost 2 1⁄2 years of being perfectly fine. The pictures show that the flooring has expanded, which has
caused cupping and buckling in only one specific area from site related issues. It doesn't take 35 years
experience, merely common sense to know what happens to wood when it is exposed to moisture.
I've addressed you in a professional manor all along, so I am confused by your personal attack on my
character, but I assume that comes because I'm not telling you what you want to hear in regards to your
floor.
Moving forward, Nufloors considers this issue closed.
Best Regards
Greg H****

This is NOT customer service! Other complaints to ******************** proves otherwise. Why is Nufloors not answering the questions asked?? Did you upon onsite inspection remove the baseboards in the closet to check for spacing? NO. Did you go down into crawl space and take photos of what you "believe" is moisture caused? NO. Did you as "taking customer service seriously" have an independent flooring inspector examine the area? NO.My flooring issue was totally caused by the installer placing the boards in the coat closet with no spacing for movement. I had a flooring installer remove the baseboards..NO spacing. One look at how the track for the sliding closet doors was screwed down, plus no spacing for movement and because I had a mat down to protect the flooring for shoes and boots I had no idea what was happening until a board lifted outside the closet. Several boards also began lifting and cupping.Nufloors may think they have done due diligence but me and so many others that have come to my home think otherwise and will NEVER deal with this company.They could have done the right thing and fixed the floor and at least provided prove of "we believe it is moisture caused". Again this was not the case as per restoration company.