ComplaintsforMeek's Design Center

• Initial Complaint

  01/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  9-25-2020 we bought flooring for our new construction home from Meeks home designs in Springfield mo. They sold us timeless treasure flooring for our whole home just shy of $5,000.00. We bought thh he is with knowing it had an 20+ year warranty and being so durable/waterproof. Our flooring started buckling at the tongue and grooves after a year of installation. I made contact with Meeks because the manufacturer won’t communicate you have to go through the supplier where the purchase was made. That was in august 2022. Meeks and a representative from timeless design finally came to our home to inspect after several attempts that had been almost two months ago and have yet to hear anything from anyone. I have reached back out to Meeks and he stated we should be hearing from the manufacturer.

  Business response

  02/14/2023

  We received two letters on February 13^th, one dated February 1st and the other the 8^th. I am responding to both herein.

   

  In dealing with manufacturers that use 3^rd party inspectors things often take longer than anyone would like and I feel that we communicated this to the homeowner. We sold only the product to the end user, a third party hired by the homeowner did the installation from what I understand.  According to the manufacturers website the inspector will produce a report that we can then verify if a manufacturing or installation error occurred, we are still due this report. Below is a correspondence from the sales person for this particular sale when questioned about this customer.

   

  “I received the phone call about the warranty issue.  I did some checking and verified that we did sell the flooring but we did NOT install.  I contacted *** ****** at *** ************, which was where Meek’s acquired the flooring.  I informed *** of the issue and the need for someone to inspect the flooring due to a warranty claim being filed.  It did take us a little bit of time to coordinate a time when both of us could go down there.  The only available time was in the evening so we went after work and drove down to Crane to inspect the flooring.  This was towards the end of December. 

   

  We inspected the flooring and there were obvious installation issues.  We took pictures and noted all the issues that were present.  We then left the residence and informed the customer that someone from the flooring manufacturer would be getting in touch with her about the results and the next steps.

   

  I received a phone call from the customer 2-3 weeks after the inspection asking if I had heard anything about the status of the claim.  I told her I had not but that these things can take some time to work through the various systems.  I called *** to see if they had any news on the claim.  They did not.  I relayed the fact that the customer had called to check on the status. 

   

  I received another phone call 2-3 weeks after the previous call.  Again, I relayed to the customer that we were waiting on the manufacturer to let us know what the result was.  She vented some frustration about the process and I told her I would contact *** and see if they had made any decisions.  I contacted *** and let them know that I had received multiple phone calls about the warranty and that the customer was not happy it was taking so long.  They assured me they would check on the status and contact the customer. 

   

  That is the last contact I had with the customer or the supplier which would have been about a month ago. “

   

  At this time we are at the mercy of the manufacturer and the inspector, we will continue to ask for this report and assist the customer in anyway that we can.

  Thank you,

  
  

  Customer response

  02/14/2023

  Complaint: ********
  
  I am rejecting this response because:
  We purchased the flooring from Meeks! They have had ample amount of time to take care of the situation instead they put it all on the manufacturer for them to take care of the situation. A brand new house build less than two years old should not have said issues with a flooring that has a 25 year warranty. I was also told by Meeks and the manufacturer when they came to do the inspection in December that you cannot mop these floors only to use a damp cloth (tells me that their floor is fragile and does not meet the specifications they advertise. Again this complaint was made in august of 2022 to Meeks. They need to stand behind the products they sale! 
  
  
  Sincerely,
  
  ****** *****

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