ComplaintsforHome Legend

• Initial Complaint

  05/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We recently renovates our home and replaced out floor with wood from Home Legends. over the past year, we notices splotches of black mold developing in wooden boards around the house. We want to resolve the issue as soon as possible because we have a son who is has an allergy to the mold. I have heard that *********** the store from which I bought the product from, has had similar complaints with the same product and we want ********** to resolve the issue and Home Legends to give us just compensation for a faulty product.

  Business response

  05/22/2024

  *************************, 

  Home Legend has completed a thorough review of your warranty claim #****** filed on December 28, 2023, due to concerns that the finish was starting to show moldy material and began to bubble. As part of our investigation, we contracted an independent certified flooring inspector to conduct a site inspection and submit a report of their findings.  According to this report, no manufacturing defects or warranted performance failures were observed to be the cause of the reported issues in your flooring. The inspector concluded the following, "Moisture tests were not performed on the concrete slab prior to the installation so that the proper adhesive could be used.  The incorrect adhesive was used for the installation of this product.  The adhesive used for the installation was ******* 1407, an acrylic adhesive which is recommended for engineered and parquet flooring.  The ******* 1408, a urethane adhesive which is recommended for solid Bamboo flooring should have been used instead."

  Home Legend Installation guidelines states, "Perform tests at locations around exterior doorways, near walls containing plumbing, near foundation walls and in the center of the room. Minimum sample size is 3 samples per 1000 sq. ft. of area and one test for every additional 1000 sq. ft. thereafter.  Moisture content should meet one of the following criteria: 4.5% when tested using Tramex Concrete Moisture Encounter; Less than 3 pounds per 1000 sq. ft. per 24 hours when using Calcium Chloride test (ASTM F 1869); 75% when using Relative Humidity Testing (ASTM F-2170)."

  The installation guidelines also state, "Use premium flooring adhesive, which is non-water based, formulated for bamboo flooring installation.  The preferred type is moisture cure urethane floor glue."

  Home Legend's warranty claim investigation has determined that the condition of your flooring is a direct result of failure to install the flooring according to the manufacture's guidelines.

  We are sorry that we are unable to help beyond this point. I understand that this may cause inconvenience, and we sincerely appreciate your understanding in this matter.  You are welcome to get a second opinion by contacting an independent,certified flooring inspector. We only accept reports from inspectors found on NICFI.org, FCITS.org, ifcii.org, floordetective.com or CFIU.org. If the certified inspector finds a warranty-covered issue with the flooring, please submit a copy of the findings to our claims department to have your claim re-evaluated.  

  Kindly, 

   

• Initial Complaint

  02/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased Home Legend Acacia wood flooring in Nov **************************** Dec 2022. Tongue and groove floating floor. It has started coming apart, delaminating, and peeling. Made a warranty claim. ** sent an inspector out who issued a report finding that some of the problems were installation but some were manufacturing. The ** claims manager, ***********************, at first said it was only installation and they would do nothing. Then admitted that the report said some of it was a manufacturing problem. It is difficult to impossible to replace part of a floating floor, and we don't know if the delamination problem will continue across all of it (it keeps getting worse and appearing on more boards). I understand that ** will not cover labor costs because it is at least in part an installation problem. However I think we should be refunded for the cost of materials $2,587.42. **************** stated at one point that ** would credit us 1-2 boxes at ********** (we bought 22). I asked if we could at least just receive a cash refund or HD credit since their product is defective, I will need to replace it all, and I will buy something else. **************** has refused to respond and now I have to waste more time on this.

  Business response

  03/11/2024

  Home Legend has received your BBB.  As per your request, we re-reviewed your claims and inspection report.  Home Legend is standing by the original claim response as there is no manufacturing issues.  As we have previously discussed, the concerns are installation related and would not be covered under the Limited Warranty.  As a courtesy, we offered to assist with replacing a few planks.  However, unless the concerns noted in the inspection report are corrected the concerns will continue.  The consumer can petition their own inspector. If that inspector finds anything different, the consumer may send that report with pictures to their retailer.

  Customer response

  03/11/2024

  Please see page 13 of the attached report, which specifies that the edge peeling problem that appears across multiple boards and has been getting worse is not an installation or site issue.  This is a manufacturing issue.  I am not asking to be reimbursed for installation or site issues but the fact is that the product itself is defective and there is no guarantee that the edge peeling won't continue across all of the boards.  I do fully intend to remediate the site issues that the inspector noted when I have new flooring installed, but Home Legend needs to honor its warranty.  Regardless of site issues or installation mistakes, the product is defective.  Setting aside the fact that many boards are peeling and the peeling is getting worse, Home Legend also fails to acknowledge the impracticalities of replacing a "couple of planks" in a floating floor.

  Business response

  03/21/2024

  Ma'am, Per the inspection report the inspector advised that he doesn't "believe" that the edge peeling is installation or site related.  But he does not state that the concerns are manufacturing related. It is possible that the edge peeling on those planks may be damage caused by the installation errors found during the installation.  Home Legend made an offer to assist you with those planks as a courtesy to you previously as the concerns are not manufacturing related.  However, until the installation errors are corrected the problem will continue.  If you are unhappy with the results of this claim inspection, the next step is to have your own inspection performed.

  Customer response

  03/22/2024

   
  Complaint: 21365185
  
  I am rejecting this response because: Finish coming off of flooring is not an installation issue especially when it is getting worse.  Home Legend is not standing by its "Lifetime Guarantee" or even the terms of its limited warranty (which warranty likely violates federal law).  This is an inferior product and all I have asked for is a partial refund, which Home Legend has continually refused (they even refused a ********** credit for the cost of two boxes of product).  There is no point in replacing a few planks because (1) the finish peeling is getting worse and (2) it's a floating floor.
  
  Sincerely,
  
  *************************

  Business response

  03/25/2024

  Reaching out to customer via email to respond to her questions.

• Initial Complaint

  05/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After searching for the perfect flooring for over a year, I finally settled on Lifeproof Flooring. I purchased the flooring from ********** & the flooring was installed by their contractors. Within 6 months after purchasing the floor started peeling at the seams, color fading in some areas, & scratches all over especally high traffic areas. I went into the store & was told to contact the installers. Called ************************, but never a reply because they were no longer working with **********. Then I went into ********** & my Sales Rep filed a claim on my behalf. Fast forward to results of their inspection, saying my floors had **************** damage & was not covered under the warranty. Yes, I had a very small leak in my ************ insurance company sent out a mitigation ************** removed 4 rows of flooring from the kitchen & 4 rows from the laundry room that were damaged & made sure all mositure was removed from the air to ensure no mold or mildew. Most of my issues are in the living room & dining room, especially high traffic areas. I paid thousands of dollars for this flooring & don't expect to be having these issues. I was told I could have them reinspected, but I could only use from a list of their inspectors. That's ridiculous because those inspectors work for Home Legend & will be bias towards the company they work for, & it should be from an independent company not affiliated with Home Legends or **********. ************************* is extremely rude saying she makes the final decisions & the decision is made on my flooring & the case is closed. The box says the flooring has a lifetime warranty, but inside says 7 year warranty, it been less than 2 years & this flooring is defective. I made a review on ********** & was told to call Home Legend, I did & was told they cannot override ******************* decision I need help with this damaged flooring & want a refund, store credit or refund.Thank you

  Business response

  05/23/2023

  Hello ******************, thank you for the opportunity to assist with your concerns. The warranty for the floor is a Limited Residential Lifetime Warranty. Damage caused by moisture are warranty exclusions. As per the warranty, "Home Legend warrants that for as long as the flooring is in service, top surface water exposure from normal residential activities and uses, will not damage the structural integrity of the flooring."   As per the inspection report, the moisture is coming from the subfloor.  A copy of the warranty is available at homedepot.com.  As per the installation instructions, "A moisture barrier is necessary in some situations."  Installation instructions are available in each carton and at homedepot.com.  Although the claim was declined, you do have the option of reopening the claim - to do this, you would hire an independent certified inspector and have them assess the floor. If their findings differ from the first assessment, then you just send their report to the retailer where the floor was purchased - this will reopen the claim. The inspector you hire should be found on NICFI.org, *****.org, *****.org,floordetective.com or CFIU.org certified.

*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. ↩