Black Dog is refusing to correct a floor quality issue of a product they installed.
We had a kitchen floor (Luxury Vinyl Tile with a 25 year warranty) installed by the company in November 2014, order number ******. We gave them approximately 50% down on my visa debit card ($1000), the remainder on completion ($1005.80 by check #***). Approximately 6 months later, we noticed some of the tiles starting to separate. We called and emailed the company, dealing with ****, sent them multiple photos of the issue, and was advised they would have someone from the manufacturer inspect the floor. ****** (the manufacturer) sent an inspector and advised us the issue was improper installation by the above company. The company insists that the manufacturer is responsible for the problem. We have tried multiple times to have the company correct the issue, but we yet to get any kind of assistance from them.
Initially, we would have been satisfied with re-installation. However, since the company and the manufacturer place the fault on each other, I no longer wish to have it replaced. We would like to have a refund of the full amount - $2005.80, so that we can have another floor installed by a company who will stand behind their service and their product.
The ***** purchased the ****** Simplesse Luxury vinyl tile through Black Dog Discount Carpet.
They also purchased installation through Black Dog. In 10 of 2014.
****** warranties there product.
Black Dog warranties the installation.
After receiving pictures of the LVT, luxury vinyl tile from **** and showing the shrinkage that was happening to the floor I contacted my ****** Rep,
I contacted ****** claims. I also forwarded the pictures onto the claims department. They sent out a independent flooring trouble shooter who didnt know the product,he thought the Simplesse was a glue down floor. I contacted Claims again stating that they sent a flooring inspector that does not know the product. I told claims that in his report he talks about gluing this product down. THIS IS NOT A GLUE DOWN PRODUCT,
Simplesse is a Luxury Vinyl Tile that is a floating floor that cannot be glued.
I also sent the installer who installed the floor to look at it. He said if a floor is installed wrong, it will buckle and bow. This floor is shrinking........
All floors expand and contract. This floor is shrinking. What causes shrinkage is the flollowing:
Mositure in the sub floor. Yes wood sub floors carry moisture.
Mositure under the house.
Moisture from putting to much water on the floor when cleaning it and mositure getting stuck under the floating floor and sitting there for days being moist.
This has gotten to be a huge concern for people who have bought the LVT from different compaines. Environmental issues will play a role in how your floor performs or does not perform. You dont have to have a constint moisture problem for this to happen. **** had contacted me a couple of months after the first call to me and said the shrinkage was continuing to get worse.
Varying degrees of heat and cold will do the samething to this floor.
There are several articles on the flooring forums about this.
I did talk to ****** today a different department and they are sending me information on why LVT floors shrink. It all has to do with moisture and extreme temps. extreme meaning 65 to 85.
I took note that your laundry room is off the kitchen as welland that we took up an interflex floor when we came out to install. Interflex floors are vary forgiving.
I know this has been frustrating for the ***** but Flooring retailers cannot detemine all of the issues that can happen to a floor.
I apologize for the delay in responding, however, I had a death in my family and just returned from out of town. It appears to me that Black Dog is not offering any resolution to this issue. I am terribly upset that they will not even offer to reinstall the tiles, but instead are choosing to do nothing about our complaint. It also seems as though she is also placing the blame for the issues on the environment (ie: humidity, temperature, etc). Our home is kept at a constant 68 in winter and 74 in summer. They started to separate within 6 months of application. Her installer, who also came to inspect the floor indicated the tiles were not 'locking' together properly. She indicates the tiles are 'shrinking', I would suggest they are coming unlocked and moving. As to her placing the blame on the environment, if this product is so sensitive to "extreme" temperatures, as she claims, why are they selling them in this area? I guess we have no alternative but to pursue legal action on this matter.
Final Business Response
I think the best thing Black Dog Discount Carpet can offer at this point is to hire a independent flooring inspector to come out and evaluate the floor. ****** sent out a inspector that did not know LVT floors and stated that this was a glue down floor. Its a floating floor. His opinion is worthless to both parties involved.
I will be contacting the ******** ********* to get
names of local members that are required to give professional unbiased opinions. I will need to know if this is exceptable to the ****** If so I will start the process next week. **** *********