ComplaintsforRaider Flooring LLC

• Initial Complaint

  03/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had engineered hardwood flooring from Raider Flooring installed in 11/2019. I contacted the owner, Mike ******** in 04/2020 because some of the planks were delaminating. He arranged for the installer to replace the faulty planks, with the planks provided at my expense. I contacted him in 12/2021 because the stain was wearing off the flooring in high traffic areas. He speculated that it was wax buildup from the Bona cleaner I used, and suggested distilled water to clean the floors, especially in the spots where the stain was wearing off. I did so for about 3 months with no improvement. I started calling him then to discuss the next step for repair. I was always told by staff that he just stepped out or was at the warehouse. I found his email and contacted him in 06/2022, as he had not returned my calls, and he replied by email that day to let me know he would contact the manufacturer about an inspection. I emailed photos of the worn areas on 07/09/2022. He said on 07/26/22 and 08/21/22 that he was waiting for a 3rd party to schedule on inspection of the flooring. The inspector came on 09/23/22 and used alcohol to scrub the flooring. He said if it were wax buildup from Bona the alcohol would have removed it, and it didn't. He said it looked like "a bad batch" because the stain was wearing off, and the flooring company would contact me after he turned in his report. I emailed Mike again on 10/31/22 and he sent an email saying the inspector determined it was wax build up. I let him know that is not what the inspector said at all. I emailed again on 11/08/22 to request that the flooring company and his store provide planks and labor to replace the worn areas. He sent verbal agreement to do so on 11/18 and requested a count of planks needing replacement, which I provided. I emailed on 12/14 and he said flooring was ordered and here, and we would schedule repair after the holidays. He has not responded to emails or calls to schedule since 12/14, and it is now 03/4/23.

  

  Business response

  03/06/2023

  Warranty claims take time and we are on track to work this out. Claim was denied by manufacturer. Although it was denied we have taken steps outside that decision to assist. Material is to be delivered this week to customer for acclimation. A repair date has not been scheduled.

  

  Business response

  04/06/2023

  I'm sorry that the customer assumed this would be done at no cost but we never stated this replacement would be FREE.  We did state the supplier was sending material based on the amount of planks requesting to be replaced at no charge.  Although, We did pay the freight cost for receiving this material on the customers behalf.  We cannot pay a crew to do this replacement for Free!!  If the manufacturer had accepted the claim and said there was a defect then there would have been no cost to the customer.  Raider Flooring can't be giving away Free labor when we are not at fault.  We can discount the labor to actual cost and supply the adhesive but that's all we can do.  I really hate this situation has come about and I wish we could do more.  It's very unfortunate this issue was not a manufacturer defect and I'm sorry we can't do more. 

  Customer response

  04/13/2023

  I am rejecting this response because:   
  I paid 4400.00 for the flooring in November 2019,, so nothing about this experience has been FREE to me. Raider Flooring didn’t just install it, they also sold it to me. I expected it to be an investment that would last a long a time. Within a few months some of the planks had to be replaced because they were already delaminating—the top layer was pulling off and cracking. I provided the replacement planks at my cost in spite of the defective material. I have tried since December 2021 to resolve the current iissue of stain wearing off in the two highly visible turning points of the room. The three products already tried to remove the supposed “wax build up” were not effective. I’m not looking for FREE anything, but I do expect the faulty planks—that are still under warranty—to be replaced without ADDITIONAL cost to me. 

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