Business ProfileforGaia Flooring

Hello ****,

I regret that your experience with GAIA flooring didn't meet your expectations. The delays in addressing your claim were due to a transition period in our claims department.

I'd like to note that GAIA's warrants our products to be free of manufacturing defects. A manufacturing defect refers to an error in the design or production of a product, causing it to not work properly. The concerns you highlighted regarding your floor primarily centered around scratches. If these scratches had been a product defect, they ideally would have been present upon installation. Materials with visible defects are not covered under warranties once they are installed as stated in the conclusion portion of our warranty.

The inspection report provided to GAIA by *****************, a licensed flooring inspector, stated the following:

"Conclusion:

 
Site related issues:
The scratches in the floor are consistent with objects being pushed, pulled or dragged across the
floor. The exact cause is unknown but is not consistent with a manufacturer or installation related
issue. The plastic and metal feet of the coffee table, chairs and appliances may not provide
sufficient protection from scratching. Grit and small particles of sand or soil can attach to the feet
and if not cleaned off prior to sliding objects across the surface of the floor, it can scratch the
surface protective wear layer. The scratches may not be visible when they first occur but
overtime become more visible as soil collects in the groove of the scratches."

After the inspection report was sent, **** followed up on June 16th, 2023 at 2:27PM informing you that if you did not agree with the inspection findings, you could contract another licensed inspector for a second opinion. If the second inspection findings concluded there was indeed a manufacturer defect, we would be happy to provide reasonable accommodation. However, we never received a response.

Again, we regret that your experience with **** fell short of expectations. However, we're here and ready to assist in any way we can to address any concerns you still have.