Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:09/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We are reporting thepractices of Cali Flooring previously Cali bamboo (rebranded?) We ordered engineered wood which got installed around 3/2021. In less than a year & half, we noticed widespread cracking and fading.We continued to monitor & noticed worsening conditions and contacted the Company in 1/2023 to report the problem (The product line was already discontinued). )This is a brand new renovation with new windows, blinds, a new heating/AC system, which wasnt occupied at the time of reporting).On 4/2023, Cali sent an inspector, **************. He requested to be shown only four or five Cali problem spots! He Photographed the flooring at the height of the day, but failed to close the blinds, which is the permanent setup of the unoccupied home.We received this report back (verbatim):The fact that there is finish across and within the open graining on eight (8) to ten (10) localized planks is evidence they were manufactured and installed with the open graining. Open graining should be anticipated from a rustic construction such as this. If the appearance of these planks was objectionable out of the box, they should have been culled during installation. Fading of natural wood from exposure to sunlight/UV is normal, characteristic, and should be anticipated.Our comments:1. This is clearly Subterfuge for Cali to pass the blame on the customer -I Have an email from the contractor and floor installer Specifically stating that we did exactly Cull and remove unwanted defective pieces Prior to install date. This email chain was forwarded to our Cali sales rep (Who was intimately involved) but he offered no assistance.2. Yes, wood fades but in a years time with minimal light coming in? 3. Local inspectors in my area were contacted. Advice was provided: Cali is known for these practices to void floor warranties.4. We started researching on our own. ********* Amazon, complaint board.org, (There was a class action suit in 2019) - many of the same testimonials are online.

  Business Response

  Date: 09/21/2023

  Hello, 

  Can you please provide a case or sales order number, so we can locate your information?

  Thank you. 

  Customer Answer

  Date: 09/21/2023

  hello. Didnt see where to add the case number so I am adding it here

  Case number ****** from Cali.

  Order number S01266721

  Note. Please deal directly with me not the contractor who ordered the product on the order number. He has been reimbursed and is no longer involved as the project is over. Thank you for any assistance provided.

  Business Response

  Date: 09/21/2023

  Hello, 

  We commissioned a 3rd-party certified inspector to inspect the flooring the discovered issues are site and installation related. This is outside of our warranty coverage.  

   

  Discovered Issues:

  
  Manufacturing:
  No manufacturing-related issues were observed.

  
  Site:
  There is significant sunlight from the windows and glass doors within each room. Natural hardwood is photosensitive and susceptible to fading or darkening when exposed to sunlight. Fading of hardwood flooring exposed to sunlight is normal, characteristic, and should be anticipated. 
  Installation:
  The three (3) to four (4) planks with shake damage represent less than 1/2 of 1% of the **** SF of installed flooring. The fact that the separated edges are covered with finish is evidence the planks were manufactured and installed with this issue. This is well within the manufacturer's tolerance of 5% for such variances. The installation instructions state:
  
  "CALI flooring is manufactured in accordance with accepted industry standards, which permit manufacturing, grading and natural deficiencies not to exceed 5%. If more than 5% of the material is unusable, do not install the flooring...No claim will be accepted for materials with visible defects once they are installed. Installation of any material serves as acceptance of the material delivered...Installer/Owner assumes all responsibility to inspect all flooring before installation. Boards deemed unacceptable in appearance can be placed in closets, near walls, or simply not be used."
  Installation of these planks is tantamount to acceptance. 
  

  Customer Answer

  Date: 09/25/2023

  I really hope that you are reading my concerns Because you failed to answer my questions:I already said yes, sunlight fades wood.But how is light going to fade a floor in approx. a yearstime with all blinds/shades (highly rated for UV blockage) closed 98% of the time.Is something else going on?Is it logical to think a floor cant hold up in a years time with minimal light coming in. I am submitting pictures that the inspector failed to include of the same windows in its natural shut state. Im also submitting Photographs of a floor that was installed the same time at the exact same location by ************** company also next to windows/sliders that are in perfect condition - No fading and no cracking. Finally,  regarding The culling please, I assure you we know that the worst pieces should be in the closet. Incidentally, we were just at the True Value show in *******(Calis wood floor line has permanently been discontinued)and saw sales rep.: ****************** and we emailed him on 9-16-23 detailing that the contractor did weed out the defective and unsightly pieces. I am not including email here/Please check directly with ******************. He also suggested we get an independent inspector. So which is it? Am I proceeding or will you continue to gaslight us? A simple search on **** brings this up:
  There was a class action suit in 2019 where the plaintiff alleged that Calis representations were deceptive, because Cali conceals or failed to disclose that the product is defective, and that it is subject to premature, cracking, splitting warping, shrinking buckling, separating, and scratching due to its inability to withstand common changes in humidity. the product is not durable and is worth less than its sales price
  Amazon had  73%  negative reviews with comments like within four months cracks gaps and splintering. . 20 places warping and cracking. warranty  is worthless they fight you every step of the way
  

• Initial Complaint

  Date:08/30/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello I had flooring installed about 2 years ago. recently, the floor started coming up. I called my sales office who sold it and a file was started with Cali Floors. I was informed that the flooring I bought was discontinued due to latching issues, that were likely causing the flooring to come up. that was Mid July. I received a case number. Myself AND the sales company has been calling weekly for 7 weeks now. I personally have been calling pretty much daily to get my claim resolved. I have not received ONE singular call back from this company. Meanwhile, my family is stubbing toes. My elderly parents who are frequently over have tripped on it. I NEED someone to call me! Help.

  Business Response

  Date: 08/31/2023

  Hello, 

  
  Thank you for reaching out - we have provided next steps to the reseller who sold your product. They will be reaching out to you. 

   

   

  Regards, 
  CALI Floors

• Initial Complaint

  Date:08/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Started my purchase the beginning of January 2023 with a deposit as I wanted to hold the price and pay everything off in cash when I was ready for the flooring to come in. Due to my volume of order I received a discount but as i got closer to finalizing the order we added materials right around Memorial Day and made 4 revisions. Each one reflected with lower pricing and I completed the order paid off. However 3-4 days later when I requested a timeline on shipment they noted it would be 2 weeks but I still owed nearly 3k extra because they miss quoted me. Obviously that was not acceptable but held my order ****** knowing I needed it. The sales manager got involved and while they helped with that extra balance they still charged me more from my order and was left with no choice since my flooring was already torn up. I was not going to file a complaint on BBB but then after a month I followed up looking for an update they told it would be another month of more before getting my flooring. Again, not impressed but what could I do. In total It took nearly 3 months and by the time my order was coming I specifically told them I could not schedule delivery in the morning. Of course that is when they did.. when the driver arrived he couldnt even unload the pallets because they buried the jack in the back behind of the rest of the pallets. Not Cali Floors issue but when the driver returned in the evening he unloaded the pallet with many boxes damaged. I took pictures, even with the driver in them, and was told to contact Cali floors. They advised because I signed the order confirmation they would not replace any boxes, even though it didnt say ANYWHERE on the forum the option of damages so now Im stuck with multiple broken boxes that I likely needed for my order, again forcing me to purchase more of their product to match what I have. Absolutely snakey and unethical business tactics from start to finish. Would never deal with them again.

  Business Response

  Date: 08/23/2023

  Hi ******, 

  Thank you for reaching out. We have approved a reship of 4 boxes as a gesture of goodwill to help assist at no charge. 

   

• Initial Complaint

  Date:07/06/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 8/26/2015 450 sq feet of Bam Deck 3G composite was purchased with a 25 yr warranty from Cali Bamboo LLC, *****************************************************************************. After 7 years of what appeared to be normal expansion and contraction of the 8 ft decking planks, contraction thus far of over .75 in per plank has become more evident in over two dozen places on the deck, leaving gaps as wide along the surface of the deck. A so called independent inspection team called "Inspect Solutions" has verified the shrinkage "The length of the installed planks ranges from 95 5/16"-96 1/8" wherever inspected." of 3/4 of an inch yet Cali determined that this wasn't a material problem, rather an installation problem. This is ludicrous because shrinkage of close to .8% on about 15 planks has absolutely nothing to do with how they were installed and second are well beyond the expected and normal expansion contraction Cali claims to be between.2 and .4 %

  Business Response

  Date: 07/06/2023

  Hello, 

  Thank you. We have resolved the issue with the customer. 

  Customer Answer

  Date: 07/06/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************
  
   
  

• Initial Complaint

  Date:05/30/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have had issues with this flooring since it was installed a year ago. The small joints have never stayed connected. Our installer even super glued some of the joints because they were so bad. I contacted to file a wart claim. **** said it was because I used underlayment under my flooring. I showed them that their website where says I can use any padding I want under a certain threshold, which I did. They sent a flooring inspector out and the flooring inspector said it is installation and that my floors were not properly prepped or leveled. Which is not the casemy basement was professionally self leveled before the install. This has been an awful experience!

  Business Response

  Date: 05/30/2023

  Hello ******, 

  Thank you for the message. Can you please provide a case number, so I may look into the details. 

• Initial Complaint

  Date:05/04/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had 500sf of bamboo engineered flooring installed professionally in April 2021. This included 3 steps to the upper floor. On April 15 2023 I noticed a crack forming along the grain of the lowest tread. It is in the middle of the tread and is about 15 inches long. I contacted Cali Bamboo and was told stair treads are considered an accessory and not covered under their 50 year warranty. This was not disclosed to me at time of purchase and the term tread is not called out in the warranty. I was told that the treads are made from the same materials as the floor which are under the 50 year warranty. My installer confirmed all company guidelines were followed. The cost and inconvenience of having the stairs replaced far exceeds the price paid to Cali Bamboo for stair materials even if we wanted to use their products again. Thus far we have only been offered 3 stair treads shipped to us (after 2 weeks of back and forth of being told this is a courtesy. Their tactic is to wear me down by asking for the same information multiple times etc.). I requested a refund which so far has been denied.

  Business Response

  Date: 05/04/2023

   

  Hello *****,
  
  We want to assist with replacing the stair treads. The issues that you are having with the 1 is called checking in the flooring industry. Checking occurs when the environment is to dry or get wet and dry rapidly. This is only a manufacturing issue if noticed right out of the box. We apologize for any frustration or inconvenience this has caused you. We however are only able to offer a reshipment of 4 stair treads that were on the order a refund for the treads is not something we can offer as this is a courtesy and gesture of good will. We are going outside our warranty to try to assist with helping ************. Please let ** know if you would like to proceed with a reshipment and I will send over a customer agreement.

  Customer Answer

  Date: 05/04/2023

  I thought I sent this already. The company offered to send me replacement treads prior to me filing a but I want a refund for the stair materials because it all needs to come up to replace the treads and the inconvenience, and cost is not mitigated by sending me stair treads. First they said treads are accessories so are not covered under warranty but they also claim the stairs are made from the same material as the flooring which is rated for commercial use with a 50year warranty then they said it was a manufacturer defect so it was delivered and installed cracked (not true) so not covered under warranty which means their 50 year warranty is complete nonsense. I want a refund for all the stair materials.  I have attached the invoice and the invoice

  Business Response

  Date: 05/05/2023

  Hello *****,
  The trim pieces are not covered under warranty per ******** Warranty. Please see the full CALI warranty for the purchase provided for you in a link below.
  

  CALI *********************************************************************************************************************** limited warranty does not cover Flooring donated, purchased on clearance, or at auction and does not apply to Cali Bamboo moldings or trim. In the event that Cali Bamboo supplies replacement Flooring, the Warranty Period for the replacement Flooring will not be extended beyond the original Warranty Period set forth in subsections 1) through 3) above.
  
  The limited warranty for Manufacturing Defects does not apply after the Warranty Holder has installed the Flooring, and product variation or error that does not exceed the 5% industry standard is not considered a manufacturing defect for purposes of this limited warranty. This limited warranty does not extend to or cover:
  (a) any damage, warping, cupping, buckling, splits, cracks, grain raising, checking, edge fracturing, splintering, chipping, or any other defect to the Flooring caused by accidents, alterations, misuse, abuse, direct exposure to the elements, or improper installation/maintenance;

  Customer Answer

  Date: 05/05/2023

  The business continues to send me the same denials over and over. The crack on the stair tread is not a factory defect nor was it abused or installed incorrectly. 
  The company states that treads are made from the same material as their flooring which claims to have a 50 year warranty. Treads are not specifically addressed in the warranty. They are included as accessories on the website but were not sold to me as such through phone sales nor was I informed of the warranty exclusion at the time of purchase.

• Initial Complaint

  Date:04/11/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our ** purchased Calis Natural Fossilized Wide T&G Bamboo Flooring (Cali: **********). They attempted to install it as a floating floor. The dimensions and stiffness of the material result in air pockets when downward pressure is applied which would lead to warping and early wear. They then tried to nail the floor via Cali's product guide, the material hardness prevents level installation/uniform penetration. They then tried glue. The planks are finished on top and bottom, the coating takes adhesive with difficulty and the amounts required are huge, leading to issues with damage/removal. We were clear with the sales representative we wanted to purchase flooring that could be floated. We were also told that Calis team would work with our team to ensure proper and easy installation. The ** was passed from department to department with respect to install issues. Several attempts to reach the sales reparative were made, we a received a response only following a request to escalate to the sales manager in an attempt to resolve these issues. In addition to the promised suitability to float and ease of installation, two of the selling points informing the choice to purchase were the durability and longevity of the product - both of which are negated by the engineering issues mentioned above. Advertising and selling this product as suitable for floated installation was inaccurate and deceptive. This is further compounded by the stated intent to restock, which clearly implies resale of a product identified as defective.When we submitted a request to return the floor we were told that we would be charged shipping and restocking fees despite expressing concerns over the defects in writing, within 7 business days. We have spoken with several departments about these defects. We have not received a direct response to concerns about discrepancies between the advertised material and the actual product, the quality of the product, or general business practices.

  Business Response

  Date: 04/12/2023

  Hello ****, 

  Thank you for the information. Can you provide a sales order number? We don't see an order under your profile with us. 

  Thank you. 

  Customer Answer

  Date: 04/12/2023

  Hello, 

  Thank you for your response. As mentioned, our GC purchased the material. The order number is: #*******. 
  
  Please me know if you need further details.

  Best,
  ****

  Business Response

  Date: 04/13/2023

  Hello ****, 

  Thank you for the information. I read the notes on your case. ******* emailed yesterday requesting information to help assist. Once we receive the information we can move forward and look into he details. 

  Customer Answer

  Date: 04/16/2023

  Weve communicated with ******* twice. First, concerns were ignored. After escalation to a manager, ******** follow-up stated the only resolution available was material inspection for manufacturing defect. We agreed to this. After a request for details, I received an email suggesting reclassification as an installation issue. There was no communication regarding the change.
  
  After a BBB reference we received clarification that "It looks like it is a subfloor issue or a future concern if you want to replace the flooring". Our GC confirmed level subfloor. Due to the delay in resolution, we laid an alternative engineered hardwood floor - no leveling issues or air pockets were encountered. I believe future concern refers to installation via gluing. We wanted a floating floor; prior to purchase we were assured this product could be floated. This was in the initial request to waive restocking and shipping fees: the "floating floor we were sold, was not the product received. Cali states they record calls for quality purposes - expectations, installation concerns, and interactions with support teams are clearly detailed therein.
  
  The larger concern is that the product is unusable without compromising the integrity of the resulting floor. We understand to determine this Cali's quality team conducts an inspection. Weve requested inspection details, with a singular response of "I will provide details of the next steps if needed". We are happy to provide photos and videos. It's been a month of runaround and department shuffling, with only vague reference or acknowledgment of the reported quality concerns or intent to investigate. This raises concerns of intent to conceal quality issues related to early wear of the material. It has also made us weary that **** will not honor the 30-day return window. We have thus asked to process the return. We would like to continue to investigate quality issues and seek a billing adjustment but via this platform to ensure transparency.

  Business Response

  Date: 05/10/2023

  Hello, 

  We're returning the order and waiting on 2 boxes to be sent to are quality team for testing. 

  Once we receive and test the planks, we'll follow up with the finding. 

  Thank you. 

  Business Response

  Date: 05/25/2023

  Hello ****, 
  
  Our quality team reviewed the materials that you sent in for review. They tested the flooring with the floated and nail down methods. They did not see any issues with the floated floor or the nail down floor. The floor was floated and walked on with out any problems. They did advise that they needed to adjust the pressure to ensure the nails were going through the flooring and attaching. This is something that is advised in the installation guide. It is the installers responsibility to find the correct pressure with the nail down method. I have provided this from our installation guide and the full guide for your reference below. I have attached some photographs of the installation for you. I can text over some videos as well if you provide me with a cell phone number. The videos are too large to attach in an email.
  
  The glue down method is considered a permanent installation method. This would mean that you can not uninstall the glue down without damaging the planks. The amount of adhesive depends on the specifications on the adhesive that you purchased. This is an industry standard that the planks will not be removed from the subfloor without damages.
  
  Installation Guide
  ****************************************************************************************
  Page 12 of Installation Guide
  5. Test the air pressure and angle of your pneumatic nailer with a sample plank to check for correct air pressure before installation. If you note any surface damage (face dimpling), tongue damage (splitting), etc., adjust the air pressure/ angle accordingly. Test until dimpling no longer occurs.
  
  We have processed a credit memo request for the 2 boxes sent to our quality team for a total of $300.86. This generally takes 2-3 days to fully process and **** business days depending on the bank to reflect on your account. The restocking and return shipping charges will still be applied to the return of the other materials. 

• Initial Complaint

  Date:03/31/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We ordered 65 boxes of the Eucalyptus solid flooring on Feb 27, it was delivered March 2. We opened it and let it acclimate in the home for 10 days as per installation instructions. Installation began on March 22, we discovered that the boards were incorrectly milled, there were 8 boards in the first 6 rows that were defective with varying widths causing cracks and gaps so we stopped installing and notified our salesman. He set up a warranty claim, they asked us for photos and moisture readings which we sent them . They kept coming back asking for multiple moisture readings and asked if we were still in the progress of installing. I told them several times that we couldn't install defective wood. And as a side note, their warranty policy states installation as acceptance. Meanwhile our homeowner was supposed to be moving in their new home this week . This has delayed the completion of this home considerably since it takes 1 week for shipping and 10 days of acclimating the wood before it can be installed and they still have not sent out a replacement. They have now told us we have to send back a full box of the flooring for them to inspect and we have to shrink wrap it and box it up. They said they could commission a third party certified inspector to make the determination but this could take 3-4 weeks. I asked them to send someone out the day I called to notify them of the product defect and the claims specialist said they don't do that, meanwhile my salesman had already told me that was an option so they have been knowingly untruthful and resistant to providing any timely resolution to this problem. They sent out defective material that cannot be used and has now caused a major delay by not getting us what we ordered. The won't refund our payment or take back the flooring. We offered to box it all back up and ship it back to them but they refuse.

  Business Response

  Date: 04/03/2023

  Hello *****, 

   

  I apologize for the inconvenience, this is our claims policy and process and our quality department would need to review materials for warranty purposes. Without proper evidence of our product being defective, we are not able to provide you with replacement boxes.
  
  While our quality department reviews the planks, please go ahead and proceed with the installation and set aside the irregular planks and if our quality department determines the irregular sized planks are indeed defective, we can go ahead and replace those for you.

   

  Thank you.

• Initial Complaint

  Date:03/31/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We were told by the Cali Bamboo representative that this product would work perfectly for us. It has been almost 3 years and after many calls and emails back and forth with them, they continue to tell us it is our fault, the flooring was not installed properly. The professional that we hired to install it has done so for many, many years. It was installed properly.There is horrible gapping and shrinking to the point I could place a pencil inside the separation down the middle of my room. This company should not be allowed in business. No one should be using them. They lie and will only offer to pay $500 for their inspector to come out. Please do whatever you can to stop this business from selling this product to anyone.They also told me before I purchased that this was such strong material, will hold up to pets and children. Not true. Scratches show up daily. I and others would never, ever recommend them to anyone.

  Business Response

  Date: 04/03/2023

  Hello ***, 

   

  Please let us know if you would like to proceed with our claims process and we can commission an 3rd party inspection company to help assist. The inspector will look at the site, installation and product to help determine what the root cause of the issue is. 

   

   

• Initial Complaint

  Date:10/19/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a large quantity of CaliBamboo Luxury Vinyl Plank PRo flooring in White *** to cover all living areas in my homes except for bathrooms. Some was purchased through Lowes and is fine, the rest was directly through CaliBamboo and was meant to cover my master bedroom. As my contractor opened the boxes we noted that many of the planks were damaged along the long edge of the boards and the damage was related to the tracking that interlocks the boards. The tracking was crumbled on some boards and strips missing on others. I contacted Cali both by phone and email (kept emails) and was told it was discontinued and that I should have my contractor install it anyway and he'd know what to do with the damaged boards. I called every Lowes and HomeDepot distributor within 200 miles trying to get a few spare boxes to enable me to finish the job and none was available. My contractor called Cali and was told there were 40 or so boxes remaining in another warehouse. When I called to secure those, I was told by my salesperson it was a mistake. Ultimately Cali offered to send me two boxes of their newer line to use in areas where it would not be obvious ( new line is wider planks but same tracking). When they didn;t materialize, after months I started pursuing it and was told they were sorry for delay and they were shipped through logistics. Have this in emails. Still - no flooring. Called repeatedly and emailed and now they have gone silent. I wanted my whole house to have matching flooring and I now am faced with installing something else. If that is the case, I want to be reimbursed and have the unusable flooring picked up. **** will not respond to emails or calls.... and I will not let this matter drop. Product is defective and my contractor should not have to put down damaged planks - which would effectively void a warranty Very disgusted with their business processes and need them held accountable,

  Business Response

  Date: 10/20/2022

  Hello, 

   

  Thank you for reaching out a Manager will be in contact with you shortly. 

   

  Regards, 

  Calibamboo