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Phone: (206) 264-2414 Fax: (206) 264-9365 View Additional Phone Numbers 4100 4th Ave S, Seattle, WA 98134
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This company offers manufacturing and distribution of bamboo flooring and paneling services.
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Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||0|
|Total Closed Complaints||1|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
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Type of Entity
Business ManagementMr. David Maritz, CEO Mr. Chris Alstad, Manager Mr. David Keegan, COO
Bamboo & Bamboo Products Floors - Hardwood
Hours of OperationMonday - Saturday 9am - 5pm
THIS LOCATION IS NOT BBB ACCREDITED
4100 4th Ave S
Seattle, WA 98134 (206) 264-2414 (800) 783-0557 (800) 607-2414 Directions
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Additional Phone Numbers
- (800) 783-0557(Phone)
- (800) 607-2414(Phone)
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Read Complaint Details
Complaint: We bought an engineered bamboo hardwood flooring product from Aboeda -- LOFT VG Hickory/59242 (engineered)-- through its distributor **** ****** Portland on 11/01/2014. The flooring was installed in our home in Gleneden Beach, Oregon by our contractor **** ****** who followed appropiate procedures for storing and conditioning the product until 01/10/2015. The product has a 50 year warranty as stated on Aboea's website which states: "WARRANTY: WE WANT YOU TO FEEL CONFIDENT THAT YOU'VE PURCHASED A HIGH-QUALITY FLOOR THAT WILL LAST YOU AND YOUR FAMILY A LIFETIME. FOR THAT REASON, WE NOW OFFER A 50-YEAR FINISH WARRANTY THAT IS STANDARD AND ON ALLOF OUR FLOOR AS WELL AS A LIFETIME STRUCTURAL WARRANTY. YOU STAND ON IT, WE STAND BEHIND IT."Since installation we have noticed cupping and lifting--a separation of the engineered layers in several places throughout the house. We had the Aboeda's bamboo hardwoods products laid in approximately 1800 square feet. We contacted Eric P******* and Jessica S*********, Aboeda's Brand and Customer Service Managers in April 2015 about the problems and sent them photos of the problem. We followed with a claims submission in May 2015. We have corresponded with Eric and Jessica who viewed the photos of the problem. The Brand Manager(Eric) told us in an email that "This does appear to be an issue with manufacturing from what I can see in the pictures. Assuming that's the case, we will stand behind our warranty and do whatever is necessary to fix the issue whether it is a repair or full replacement" (email to my wife, ***** ******, 05/13/2015).In June Aboeda sent its agent to inspect the floor at our house and talk to our contractor. In July, we got the response from Eric as "I spoke with ******(Agent), who did the inspection, and he is going to be in contact to schedule the repair work on the boards that have issues." Since then we have attempted to contact Eric several times but have received no response.
Desired Settlement: An independent flooring expert we hired indicates that the best solution to this problem is replacement of all flooring for structural reasons and to allay future occurrences of this problem in other areas from this same lot of engineered bamboo. We want 1800 square feet of the old flooring removed and new flooring of our choice to replace it. We will pay any upcharges to a better grade if necessary since we have had such a bad experience with this engineered product.
I was personally in contact with ***** ****** at the end of November to bring some resolution to this issue. As a result of the inspection done by our (Cronin) distributor rep ****** ***** it was found that only a few planks, not the entire floor as was stated in this complaint that needed to be replaced in the flooring.
***** called me at the Bamboo Hardwoods main headquarters on 11/30 and told me the repair had still not been done. I told her I would call the Cronin distributor rep, ******, directly to get the repair set up. After my discussion with her and getting her correct contact information, I called and emailed ******. At the time ****** was on vacation until 12/10. I immediately emailed ***** that ****** was on vacation and wouldn’t return until 12/10, I wanted to keep her in the loop.
When I found out ****** was on vacation, I called back into Cronin and talked with Nathan C***** (Wood Flooring Products Manager). I wanted to find out if someone else there could finish the repair in ******’ absence. Nathan told me he would text ****** that afternoon about the claim. Later that day I received an email from ****** that said he was setting up the repair for the week of 12/14.
***** called me again on 12/03 and said she hadn’t heard back from ******. This seemed odd considering ****** said he set up the repair for the week of 12/14. I explained to ***** that ****** was out on vacation as I had sent to her in my email. She said she never received my email. I told her since ****** was out of the office, she needed to call his office and leave a voicemail with dates that were good for her. I said I would follow up with him on 12/11 to make sure he scheduled the appointment with her. On 12/4 ****** emailed me that he set up the repair for the week between Christmas and New Years due to *****’s husband having knee surgery. I’m waiting on ***** to verify that the repair is in fact set up for the week between Christmas and New Years.