ComplaintsforCali Floors

• Initial Complaint

  09/20/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purched 5 boxes of Cali shore break sea cliff floor tiles from *****. They had to be order directly from Cali flooring. I received the tile and started installation. Upon opening the boxes I found 2 1/2 boxes damaged. I provided pictures off some of the damaged tiles. This was a time sensitive job, I went to Lowes to buy more tiles, they would have to been ordered again through Cali flooring, I ended up driving 3 hours away to buy the tiles I needed to complete the floor job so the job wasnt late. I installed close to 50 Cali floors and never had a problem, so I spent the extra money for what I thought was going to be a quilty floor, only to be 100% dissatisfied with the order, I feel the order should be refunded.

  Business response

  09/23/2024

  Hello ******,

  Thank you for your e-mail to the BBB and to CALI!

  We are sorry to hear that you had damaged material.

  We do show that we shipped the material directly to ****** OF WATERTOWN, ** and the order was made  by Lowes to *****

  Since Lowes purchased from us, and you purchased from ***** I do encourage you reach out to them for solution on your product.

  If you have any further questions, Lowes would be able to assist. 

  Thank you!

  CALI

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Summary of Cali Flooring Warranty Case ****** Purchase Order: SO1632332 Transaction Date and Amount: Purchased for $12,556.79 in November 2022.Nature of the Dispute:A warranty claim was submitted due to significant issues with Cali Vinyl Pro with Mute Step flooring, suggesting manufacturing defects. Despite proper installation in November 2022 and adherence to Cali Flooring's guidelines, several planks have shown ledging and breaking at the joints within a year, impacting functionality and aesthetics in random places throughout the entire home.An inspection by Inspect *************** on October 18, 2023 (Inspection Report ID: *******, paid by *************, confirmed that the subfloor met the specified flatness tolerance in the installation manual of "1/8 to 3/16" but the inspector stated "The ledging, gaps, and the breaking of the joints are consistent with the installation of the planks over an insufficiently flat subfloor meaning he didn't know the tolerances defining "flat floor" per cali installation warranty. All recommended installation procedures, including acclimation, were meticulously followed. This includes maintaining appropriate expansion gaps, ensuring subfloor flatness, and utilizing recommended moisture barriers. The premium moisture barrier was installed over a wood subfloor, even though the installation only requires one for concrete surfaces. This moisture barrier exceeds cali standards and own products I have installed this flooring in 3 other homes with similar issues from 2020-2022, all with different areas and different subfloors. This repetition of defects suggests a systemic issue with the product's durability, particularly its locking mechanism during this period. Cali Flooring itself had recognized the defect, leading to a change in the milling process for a new line named Windansea, meaning this floor could not be repaired since the product was discontinued and a complete floor replacement is needed to remedy.

  Business response

  04/09/2024

   

  Hello, 

   

  Thank you for each out to us.. Our warranty is contingent upon a certified inspection report stating the issues are manufacturing related. The certified inspector concluded that the issues are installation related (discovered issues below) in which our warranty doesn't cover.
  
  Warranty link- ********************************************************

   

  Discovered Issues:

  
  Manufacturing
  No manufacturing-related issues were observed.

  
  Site-No site-related issues were observed.

  Installation
  The ledging, gaps, and the breaking of the joints are consistent with the installation of the planks over an insufficiently flat
  subfloor.
  If the underlayment used is not approved, the use of an unapproved underlayment would be a contributing factor.

  Customer response

  04/09/2024

  Hello 

  I can see by the response that no one actually read my write up. 

  To restate: The report states "The ledging, gaps, and the breaking of the joints are consistent with the installation of the planks over an insufficiently flat
  subfloor" but in the same report he only measures out of flatness of this brand new house at "Close inspection with a 6 straight edge placed on top of the planks showed areas that are out of flatness by as much as
  1/8" to 3/16" in 6.

  Question 1. The installation guide says flooring must be level within 3/16" which is within standards. So what is Cali Flooring Definition of "out of flatness or level floor" that differs from the warranty guide and installation manual?

  Issue 2: Per the Report: There is a "Premium Moisture Barrier" underlayment used.
  The specifications of this underlayment are unknown, so it is unknown if this underlayment is acceptable.

  It was already stated that the premium underlayment exceeds the standard put forth in the installation guide. Since 1. It does not say that an underlayment is required for wood subfloors, only concrete subfloors. 2. This underlayment exceeds the standards of the suggested moisture underlayment for concrete floors (6 Mil Vapor Barrier) and was recommended and purchased at a Cali flooring distributor. 

  Question 2; Since the underlayment applied meets or exceeds standards for moisture protection, what is Cali definition of approved underlayment if one was not even required per the installation manual? 

  Business response

  04/09/2024

  Hi ****, 

  Thank you for the information. The subfloor must be level Flat to 3/16 per 10-foot radius per the installation guide. 

  From inspection report Subfloor Flatness: 

  The floor does not conform to the manufacturers flatness requirement.
  Close inspection with a 6 straight edge placed on top of the planks showed areas that are out of flatness by as much as
  1/8" to 3/16" in 6.
  No areas in the floor slope greater than 1" in 6

   

  Customer response

  04/11/2024

  I agree with you assessment and that Is what I stated in my initial response that the flooring was installed within the recommended tolerances and the flooring report is contradictory in nature. 

  How can the warping be caused by the floor being unlevel when your own inspector noted that the floor is within the tolerances noted in the installation manual. 3/16". 

  So with that being said, the floor was installed over the recommended tolerances prescribed, and I'm not sure why we are going back and forth with this. Why is Cali flooring just repeating the "failure is doing to being installed over an uneven floor" when they are contradicting what there installation manual notes as the maximum tolerances for level? (3/16") My assumption is the inspector did not know the maximum tolerances in the fine print of the warranty guide of 3/16"  . 

  In addition, this flooring was installed in a brand new house, and the breaks and separations have occurred throughout the house in different areas, upstairs and downstairs, where the floor is completely level 0" to a maximum level of 3/16". 

  As also stated in my report, the same flooring has been installed in multiple houses during this time frame, with the same breaks occurring in the same places, indicative of  a defective product. 

  So since the flooring was installed per the installation manual and within the required tolerances set forth and mentioned in the report, why is Cali Flooring refusing warranty replacement per the terms and conditions of the purchase?

• Initial Complaint

  01/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased flooring from Cali floors . Had it put down by contractor in my home . It was down about 11 months when I noticed it cracking and splitting in areas. I have new subfloors , the best underlayment I was told to use moisture barrier and Floors level. I put a claim in with Cali flooring in ********** were purchased. I was asked how much flooring was defective and responded with 112 Sq ft by contractor . So I was told by **** that they could only give 3 boxes as good gesture. ********************* is who I spoke to. He asked me to sign waiver. I said what if I have issues with the rest of my flooring and he said it does nt effect the warranty and they could do another claim. I have the emails. I would nt sign if they didnt cover any issues unseen future. He even verbally said this to me on the phone because I called him whe he sent to me to sign . I even let him know how the floor has scuffing marks from just walking on it . I did nt think it was supposed to mark up like that.**** sent 3 boxes my contractor had to pull 3/4 floor up and tried to mix and match them you can see the diff. and we are 6 boards short. I tried to tell him in the beginning. The whole *********** to be replaced. I cannot believe these have a 50 yr warranty. We had to tape down the splitter boards so dangerous also sent pictures. . I sent message telling him we were short and he said he opened a new claim for one box . He told me to contact *************** would get me one box sent out and I did . ***** said he cannot I signed the doc saying they will only do 3. I asked why is **** told me differently and opening a new claim for another box? He sent me back to **** no response. I even spoke to *********** she said all she could do is 25% off. **** is in claims **** over this. I told her he needs to not tell someone the warranty is still in effect and you can make a claim for issues with flooring just to get you to sign the document. I have seen so many people same problems Iam having same flooring. I had bought 15 boxes for my floors.All I ask if he would stand behind what he writes in the emails which I sent *********** No Response. She sent one email after speaking to him and said I would have to get it inspected . Why would **** not say that in the beginning. All I asked for was the one box the close the floor up since thanksgiving of 2023. I pd the Contractor to have it replaced on top of everything. They need to stand by this and future issues if any. ** for your help

  Business response

  01/08/2024

  Hello,

  Thank you for reaching out to us. I see we reshipped 3 boxes to assist outside of our warranty as a gesture of goodwill. 

  From the notes I see you need one more box. I will have **** reach out and send a one to assist.

  Thank you. 

• Initial Complaint

  12/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I chose Cali Floor because I wanted to support local business over big box stores, and the company projects their product with sustainability. However, it turns out to be a huge regret. I ordered flooring material on Oct. 25 with deposit and was informed it is in-stock and the shipping date would be Nov. 15. Full payment made on-time on Nov. 13. I did not get shipping notification so I reached out to the sales person the following week on Nov. 20 and did not get any response. I then contacted customer service on Nov. 27 and found out that they literally started to ship my order. When the materials finally arrived, a majority were missing. The business partnered with a 3rd party delivery company GLS. The truck driver is not polite but leaving the partial material and pushing the responsibility to the factory. Speaking with customer service is very frustrated as if I did not deserve timely shipment and they can not provide any progress update but more wait for their investigation. As far as I know both sides are unable to locate the missing materials. Being delayed for my project, I decided to open up the materials that has arrived, and found out that the items are of wrong color! They get everything wrong in the delivery and I just hear pointing fingers between the factory and their delivery partner. Only one or two customer service is helpful, if I am lucky. I have to open three cases for my order and I specifically requested update on my case and still gets no response for over 24 hrs on a business day. It has been more than a month since the order, and up until today, I still don't have a ship/delivery date.

  Business response

  12/08/2023

  Hello, 

  Thank you for reaching out to us. We do apologize for the carrier and improper fulfilment. We are currently working with you to made the order correct.  

  Customer response

  12/08/2023

  Please provide concrete ship and delivery date without ambiguous working on it but waiting on something else 

  Business response

  12/11/2023

  Hello, 

  The reshipment is in transit to you. Please use the link below and this tracking number 767321715 to see updates on the shipment. 

   

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

   

  Please let us know if you have any questions. 

  Thank you. 

  Customer response

  01/09/2024

  The delivery did not arrive on-time on Dec. 15 as communicated by the customer service. There was no update during the shipment, let along updated estimate of arrival after Dec. 15, which was unacceptable since the order was already mistaken and delayed by much. The delay cost me not able to have Christmas holiday at home, which is very upsetting. I request full refund and compensation for the loss on the extended time that the house is uninhabitable.  

• Initial Complaint

  12/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The flooring has shrunk ALL over where it was installed. We purchased it from LOWES and its professionally installed with the correct backing.

  Business response

  12/05/2023

  Hello ***, 

  I see we just started a case for you yesterday and are waiting on the requested infomation below- 

   

  From: ********************* <*************************************>
  Sent: 12/4/2023 1:44 pm GMT-08:00
  To: ******************************
  Subject: Cali Bamboo Claim Form - Case no. 167921
  
  Hello,
  
  We are sorry to hear about the concerns you are experiencing with your floor and want you to know we are here to help! In order to provide you the best possible support please attach the following items:
  Copy of the purchase receipt.
  Photos of the affected area:
  Up close showing the area of concern.
  From a far away position showing the layout of the home.
  Fill out the form electronically here or Print the attached support form and scan and email it back
  If you have any questions on the requested information please call **************.
  
  Once you have completed the requested information your support request will open and your case handler will reach out to you within 48 hours.
  
  Thank you!
  *********************
  Sr. Warranty Claims Specialist
  www.Califloors.com
  direct: *************

  Customer response

  12/14/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************
  
   
  

  Customer response

  12/14/2023

  I was sent an email that this was resolved. While it is true the company did email me and I provided them with EVERYTHING they requested, I have not resolved my issue nor have they.

  Business response

  12/14/2023

  Hello, 

  We're commissioning an inspection with a 3rd party to review your flooring. They process start to finish can take up to 3-5 weeks.

  Customer response

  12/14/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************
  
   
  

• Initial Complaint

  10/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My 50yr old floors that are 8yrs old on the first floor of my home are starting to seperate which is very concerning. This past spring I had the carpet removed on 2nd fl and went with the same cali floors and now I have issues with floors on the first floor. I would of never went along with such a purchase had I known failure was immnent. I need a resolution to this issue. The homes humidity level is a consistent 55% which is within the guidelines layed out by Cali Bamboo.

  Business response

  10/26/2023

  Hello,

  Thank you for reaching out to us. I do not see any sales orders under your profile. It looks like you might have purchased the flooring at *****************. Please reach out to them to help assist. They will need to contact us to start a case if needed as they are our customer. 

   

  Thank you. 

• Initial Complaint

  10/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought Cali flooring last year and have had issues soon after install the floors started popping up all over my house. It kept getting worse and worse so I started doing some research on ****'s long boards - I read all over the internet other people are having the same exact problem as me which I thought was pretty odd since they tried to tell me it wasn't the flooring and I had foundation issues. I spent good money on these close to $15,000 because they are advertised as the best they offer come with a 50 year warranty. They are trying to give me the run around and not honor the warranty blaming anything they can besides admitting they have faulty product and many others are having the same issues as me. I would like new flooring NOT longboards since they essentially do not last or work or a refund. It is all a scam they do not honor the warranty or care about there customers.

  Business response

  10/19/2023

  Hello, 

  Thank you for reaching out to us. Please provide a sales order number, so we can look up your account and look into your concerns. 

   

  Customer response

  10/19/2023

  Sales order number #S01552526

  Business response

  10/20/2023

  Hello, 

  Thank you. I see you purchased the flooring through ******* Flooring. A case ****** was just started 10/19 yesterday to assist with your concerns. Once you provide the requested information we can review the details and help determine the cause of the issues. 

   

   

• Initial Complaint

  09/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We ordered hardwood and adhesive. Austin **** calculated how much adhesive we needs for approximately **** Sq ft of actual area plus we had to order extra flooring for overage they suggested. ****** calculated how much adhesive I needed and he calculated I needed 16 buckets. After calculation it should have been 10 buckets. We used 8 buckets and still have 10 buckets left. I can not get a response from Cali since it was their error and I trusted them. I wish ti return 8 buckets since that was the overage error they made. I will keep other 2 buckets. It is unfair to sell something that the customer does not need.

  Business response

  09/22/2023

  Hello, 

  Thank you. The sales manager issued a refund for the overage. Please allow **** business days to see the credit. 

• Initial Complaint

  09/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We are reporting thepractices of Cali Flooring previously Cali bamboo (rebranded?) We ordered engineered wood which got installed around 3/2021. In less than a year & half, we noticed widespread cracking and fading.We continued to monitor & noticed worsening conditions and contacted the Company in 1/2023 to report the problem (The product line was already discontinued). )This is a brand new renovation with new windows, blinds, a new heating/AC system, which wasnt occupied at the time of reporting).On 4/2023, Cali sent an inspector, **************. He requested to be shown only four or five Cali problem spots! He Photographed the flooring at the height of the day, but failed to close the blinds, which is the permanent setup of the unoccupied home.We received this report back (verbatim):The fact that there is finish across and within the open graining on eight (8) to ten (10) localized planks is evidence they were manufactured and installed with the open graining. Open graining should be anticipated from a rustic construction such as this. If the appearance of these planks was objectionable out of the box, they should have been culled during installation. Fading of natural wood from exposure to sunlight/UV is normal, characteristic, and should be anticipated.Our comments:1. This is clearly Subterfuge for Cali to pass the blame on the customer -I Have an email from the contractor and floor installer Specifically stating that we did exactly Cull and remove unwanted defective pieces Prior to install date. This email chain was forwarded to our Cali sales rep (Who was intimately involved) but he offered no assistance.2. Yes, wood fades but in a years time with minimal light coming in? 3. Local inspectors in my area were contacted. Advice was provided: Cali is known for these practices to void floor warranties.4. We started researching on our own. ********* Amazon, complaint board.org, (There was a class action suit in 2019) - many of the same testimonials are online.

  Business response

  09/21/2023

  Hello, 

  Can you please provide a case or sales order number, so we can locate your information?

  Thank you. 

  Customer response

  09/21/2023

  hello. Didnt see where to add the case number so I am adding it here

  Case number ****** from Cali.

  Order number S01266721

  Note. Please deal directly with me not the contractor who ordered the product on the order number. He has been reimbursed and is no longer involved as the project is over. Thank you for any assistance provided.

  Business response

  09/21/2023

  Hello, 

  We commissioned a 3rd-party certified inspector to inspect the flooring the discovered issues are site and installation related. This is outside of our warranty coverage.  

   

  Discovered Issues:

  
  Manufacturing:
  No manufacturing-related issues were observed.

  
  Site:
  There is significant sunlight from the windows and glass doors within each room. Natural hardwood is photosensitive and susceptible to fading or darkening when exposed to sunlight. Fading of hardwood flooring exposed to sunlight is normal, characteristic, and should be anticipated. 
  Installation:
  The three (3) to four (4) planks with shake damage represent less than 1/2 of 1% of the **** SF of installed flooring. The fact that the separated edges are covered with finish is evidence the planks were manufactured and installed with this issue. This is well within the manufacturer's tolerance of 5% for such variances. The installation instructions state:
  
  "CALI flooring is manufactured in accordance with accepted industry standards, which permit manufacturing, grading and natural deficiencies not to exceed 5%. If more than 5% of the material is unusable, do not install the flooring...No claim will be accepted for materials with visible defects once they are installed. Installation of any material serves as acceptance of the material delivered...Installer/Owner assumes all responsibility to inspect all flooring before installation. Boards deemed unacceptable in appearance can be placed in closets, near walls, or simply not be used."
  Installation of these planks is tantamount to acceptance. 
  

  Customer response

  09/25/2023

  I really hope that you are reading my concerns Because you failed to answer my questions:I already said yes, sunlight fades wood.But how is light going to fade a floor in approx. a yearstime with all blinds/shades (highly rated for UV blockage) closed 98% of the time.Is something else going on?Is it logical to think a floor cant hold up in a years time with minimal light coming in. I am submitting pictures that the inspector failed to include of the same windows in its natural shut state. Im also submitting Photographs of a floor that was installed the same time at the exact same location by ************** company also next to windows/sliders that are in perfect condition - No fading and no cracking. Finally,  regarding The culling please, I assure you we know that the worst pieces should be in the closet. Incidentally, we were just at the True Value show in *******(Calis wood floor line has permanently been discontinued)and saw sales rep.: ****************** and we emailed him on 9-16-23 detailing that the contractor did weed out the defective and unsightly pieces. I am not including email here/Please check directly with ******************. He also suggested we get an independent inspector. So which is it? Am I proceeding or will you continue to gaslight us? A simple search on **** brings this up:
  There was a class action suit in 2019 where the plaintiff alleged that Calis representations were deceptive, because Cali conceals or failed to disclose that the product is defective, and that it is subject to premature, cracking, splitting warping, shrinking buckling, separating, and scratching due to its inability to withstand common changes in humidity. the product is not durable and is worth less than its sales price
  Amazon had  73%  negative reviews with comments like within four months cracks gaps and splintering. . 20 places warping and cracking. warranty  is worthless they fight you every step of the way
  

• Initial Complaint

  08/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello I had flooring installed about 2 years ago. recently, the floor started coming up. I called my sales office who sold it and a file was started with Cali Floors. I was informed that the flooring I bought was discontinued due to latching issues, that were likely causing the flooring to come up. that was Mid July. I received a case number. Myself AND the sales company has been calling weekly for 7 weeks now. I personally have been calling pretty much daily to get my claim resolved. I have not received ONE singular call back from this company. Meanwhile, my family is stubbing toes. My elderly parents who are frequently over have tripped on it. I NEED someone to call me! Help.

  Business response

  08/31/2023

  Hello, 

  
  Thank you for reaching out - we have provided next steps to the reseller who sold your product. They will be reaching out to you. 

   

   

  Regards, 
  CALI Floors

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩