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:06/25/2024

  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.

  Date of Transaction: 09/04/2021
  Amount spent: $ 3,824.55 + $ 3,960.00 installation
  Committed: @ ***** store marketing: Lifetime warranty, pictures of Bathroom and Kitchen with the flooring material
  Dispute: product started to break, cracking, peeling, and lifting
  Filed a complaint, provided pictures and receipts but manufacturer refuse to replace or reimburse
  
  After 2 years material started to be lifting and the layers are separating (peeling off). I do not use harsh chemicals and the installation was very accurate. I think that the "click" part is not deep enough for the size of each 'tile' to be stepped on, this might be a matter of physics and product design.
  I am deeply disappointed and unhappy with all the necessary work and all the impact it’s causing. I simply cannot accept what is happening to my home, besides ugly aesthetics, it’s noisy!
  I filed a complaint but the manufactured refused to replace material or reimburse, being VERY rude to me, Mrs. ****** ******** said that the details of the warranty were inside the box of the material (didn’t have access to it before delivery). She also said that the installation wasn’t correct (see pictures of their marketing, it is the same pattern) and that the material was not for a wet area (their marketing promote a bathroom!) and that I could not use a chair with wheels.
  As a consumer I feel totally fooled by false advertising. Maybe most consumers do not complain, but my rights were infringed. Somebody needs to stop this company to deceiving consumers. I hope you can help me to settle an agreement. I am not looking for additional compensation for moral damages (although it is causing several problems and stress), I just want them to replace for another product with superior quality and installation or reimbursement of what I spent (+inflation)
  I have all the documentation you need, links and pictures
  
  Thanks for helping me
  ******* **********

  Business Response

  Date: 07/01/2024

  Please accept this written reply on behalf of Novalis Innovative Flooring and note that this claim has been thoroughly reviewed on the management level.

  Based on the documentation (to include photos) supplied by the customer, this is not a product warranty claim. This has been determined to an installation related claim. As the manufacturer, shall supply a first quality product, installation guidelines (based on industry standards) written warranty and technical support as requested. Our industry is dependent on the installer to assure that the jobsite meets the installation requirements and provides, and installation as described within the written installation guidelines. While we agree that the end user has a floor that has not performed to their expectations, we recognize that they are pursuing the wrong entity regarding the warranty responsibilities. In the event that the end user cannot navigate through their installer for assistance, they can consider hiring an independent flooring inspector to conduct a full forensic examination of the failure. In the event new facts come to light (as a result of an independent inspection) Novalis is willing to re-open any warranty claim to revisit these facts. 

   

  Customer Answer

  Date: 07/01/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  First they are putting the responsibility on installer's back and not acknowledging that a customer has a serious complaint and is giving signals that the physical properties of their product should be reviewed and they should discontinue such product to protect their brand, or change dimensions. Secondly, they never sent an inspector to check the entire home to affirm that from a single picture, they are simply used to get consumers that don't fight against such lousy service and they show they don't care about reputation. First thing I learned was that the warranty CANNOT be accessed only after the purchasing, and that is what they are doing. The flooring material was installed exactly as they show in their advertisement picture. Besides that they promote a bathroom with the material, suggesting that it is good for wet areas. ALL promotional campaigns lead to false advertising. There is no way that a product can be so low quality that wont last for more than 2 years. 

  If this is not the way to settle things, I will go to seek for the whatever channel will protect my rights. 
  
  
  
  Sincerely,
  
  
  
  ******* ****** **********

• Initial Complaint

  Date:02/17/2023

  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.

  I purchased ************* flooring from **** *****. It appears the product is defective. **** ***** and Novalis Innovative Flooring *************** manufactory will not honor the warranty claim. What should I do?
  
  I provided an extreme amount of pictures, receipts and the original box with a Life Time Warranty. Letters have been sent with no resolution of the problem. The shrinkage on each plank is unacceptable. The product is Grey Ash Vinyl Plank *** *************

  Business Response

  Date: 02/21/2023

  Customer's claim was declined based on various issues that were due to the flooring being installed incorrectly. Customer did not use a flooring primer as outlined and required in our installation guide provided on the box of the flooring as well as on an insert found inside the box. Our installation guide also requires that the flooring be level when installing. As seen in the photo the customer submitted there are gaps in some areas under the baseboards and the flooring is tight in others. This is a very solid indication that the floor underneath is not level. The customer was also out of warranty coverage period for defect, as outlined in our warranty it is 1 year. We quickly confirmed with the customer that the issues outlined directly resulted in the flooring not performing as it was intended. 

  Customer Answer

  Date: 02/21/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  I attached the boxes that reflect a life time warranty.  Their base board argument is not correct.  Every plank in the runs throughout the house are defective and the base board has nothing to do with the shrinkage of every plank. This is a smoke screen answer from Novalis.
  
  
  
  Sincerely,
  
  
  
  **** ***********

  Business Response

  Date: 02/23/2023

  Sufficient evidence was submitted to customer to support our disposition on the claim. 

  As evidenced in photos submitted from customer to BBB file, there is visible gapping some areas while pinch points that hinder the floorings ability to naturally expand and contract are visible in others. The customer was asked if primer was used, as is required in the installation instructions, they answered "no" on our claim form. 

  These items, in addition to the documentation provided inside the box outlining all that our warranty encompasses, warranted a decline of the claim presented by the customer. 

   

  Customer Answer

  Date: 02/23/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Your base board position is invalid.  Even if the baseboard touched the tile or did
  not touch the tile; every tile on the run away from the base board shrunk.  Every tile in the house had shrinkage.

  
  I did not answer “No” to the primer.  I stated it was installed by a Licensed
  Flooring Technician that installs the same flooring in all my houses and I do
  not know the answer.  But, I can put you
  in touch with the Flooring Technician or he can meet your Floor Representative at the job site.  YOU did not agree to
  either option.

  
  I provided a copy of the box that clearly states your bait
  and switch warranty.  The box clearly states
  a Residential Life Time Warranty that I provided a picture.  Your piece of paper was not attached to any
  of the boxes.  The RLTW should include
  this excessive shrinkage problem.

  Sincerely,
  

  **** ***********