ComplaintsforBertka Flooring

• Initial Complaint

  02/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  11.09.2022 claim ************ invoice ****** 11.15.2022 Claim CNA W2C00713 Policy Number ********* ************.I had flooring installed, prior installation i suggested a vapor barrier would of paid for this and was told ah this flooring does not need a barrier soon after installation i had cupping of flooring which continued well away of windows. One Inspector informed me transition strips were not used which contributed to even more cupping. I had nothing but resistance to repair and was told to put this ***** under my home owner insurance by *****. I just seek a floor which would not cup in a year so much worse now. I have email files to print

  Business response

  03/29/2023

  Complaint ID# ********
  To whom it may concern, ********************* claims are slightly inaccurate. First, he never mentioned anything about a vapor barrier. Second, I did a preliminary moisture test with a tramaxx moisture reader prior to installation and there was no indication of a moisture issue. Also at the time of installation, installation a 6 mil plastic under the floor was not recommended nor required. ************************* initial issue with the floor was in front of his sliding glass back door and only in that area. When I went out to inspect his initial complaint I noticed he had not installed window coverings on that door like I had recommended after I completed the job. During the time of inspection, the company I had purchased the floor from had no representative for my area. I initiated a claim but never filed it. Instead i took it upon myself to repair the floor at no charge even though the issue that caused
  the floor to cup was excessive UV exposure, which is not covered under warranty. Another year goes by and the same area failed again. This time I went out to inspect it and noticed some other areas were slightly cupping that were not before. At this time there was a new rep for my area. It took some time to get him out but we eventually got the rep out to inspect the floor and updated him on the series of events. The rep filed a claim and it was denied by the manufacturer stating the issue was excessive UV exposure. I forward the copy of the report to *********************. He was not pleased. I was concerned about about a potential moisture issue since other areas nowhere near the slider were cupping. I hired an independent inspector for ******************** for a second opinion, which I did not have to do since I already had a report stating his issue was his problem. The second report came back that
  

  I did not use any transitions therefore the issues were installation related. I've installed thousands of sqft of this exact product for 10 plus years the same way and haven't

  had a single complaint nor issue. After all this the manufacturer changed their installation guidelines to require a minimum 6mil plastic moisture barrier but recommended a 10mil plastic moisture barrier under all their floors. So I went back out and conducted an RH test to get the exact moisture reading of ********************** slab. ********** new guidelines stated the floor can not tolerate any more than 85RH. The test I did came back at 86 RH. I then contacted my representative to see what they would do. They offered me and ******************** a replacement floor at their cost but would not supply a new floor nor pay me to replace their failed product. I passed that information onto ******************** and he refused to accept
  that outcome and stated he wasn't paying another dime. I don't blame him since the manufacturer changed their installation guidelines a couple years after we did his project. To me it's evident they have had this issue on a large scale to go through the steps to change their gu
  idelines. Understanding ************************ frustration I tried filling an insurance claim through my general liability insurance. That claim was denied and they stated that there was nothing wrong with my product or my installation that the issue was related to the house. My policy doesn't cover issues related to environmental changes to the home, for example, excessive moisture increases. The floor failed because of moisture, which at the time of installation wasn't elevated enough to warrant a moisture barrier or a concrete sealer. I have no control over ************************ housing conditions and or whatever is causing

  his moisture issues. ******************** needs to address what's causing the moisture issue whether that's a cracked pipe under the slab, a leaky refrigerator/ dishwasher, poor drainage around the home etc. All circumstances in which I have no control or liability over. I've exhausted every Avenue possible and have gone above and beyond to help ******************** achieve resolution. The best option I was able to get from the manufacturer was a replacement floor at cost and I offered to install it for him at no charge. He refused that offer. My insurance company advised me that he can go after the manufacturer or he could file a homeowners claim since the issue is with the house. It's disappointing that ******************** has gone to this extent to file a complaint when I have gone through great lengths to help him. I went to such great lengths to help ******************** because he is the first and only client
  that I've done work for that has had a problem. I have been installing floors for 16 years. I've subcontracted projects for carpet one, ********** carpets, etc as well as contracted thousands of my own projects. I've laid miles of floor covering and not one failure until now.

  
  

*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. ↩