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Complaint Details
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Initial Complaint
09/03/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I have never been as disappointed in a company as I am in Vertical Connection's failure to honor their Lifetime Installation Warranty. Just over a year ago they installed a floating tile floor, which promptly buckled in numerous places, making the floor a walking hazard. Almost a year later they attempted a repair, which resulted in a better installation, but still with the floor buckling in a few places. They falsely blamed water damage to renege on their warranty, but even their own installers saw no evidence of water or moisture. The owner verbally pledged to replace the 21 boxes of tiles used in the re-installation, but now claims he made no such statement. I am seeking the replacement of these 21 boxes of tiles or their monetary equivalent. This has been going on for over a year without final settlement, and I have never before been more frustrated with a consumer transaction in which the owner refuses to honor his warranty.
Business response
09/13/2021
Business Response /* (1000, 6, 2021/09/13) */ Regarding the matter at hand, there's a tremendous amount of information available. Please allow me to summarize the case from my perspective. We installed a patterned ********* floor in his basement in July of 2020 Dr. ***** contacted us after the installation was complete that there was buckling in a portion of the floor. Without delay, we went to inspect. The damaged area was only a portion of the floor, near door to the outside. Attached is a series of pictures illustrating what we found: We found a home that was not maintained or cared for. There was dirt and mud in the basement. There is some sort of tub/bath in the basement We found clear indications of water damage. The attached "water stains" picture shows the outline of water on the face of the tiles We found the portion of the floor furthest from the exterior door was in perfect condition. If the installation were "botched" the entire floor would experience the same defect. We sent our technician to take moisture readings and found high moisture readings near the door We offered to have a manufacturers representative visit the home to inspect the floor. This offer was declined. Dr. ***** continued to insist that this was installation related and not moisture related. As a courtesy, we did the following: Even though water damage isn't covered by any warranty, we sent a crew to remove the damaged tiles at no charge Dr. ***** had extra material left over from the original installation. Even though water damage isn't covered by any warranty, we sent a crew to re-install that portion of the floor so he had a perfect floor. This was done at no charge
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.