ComplaintsforO'Krent Floors

• Initial Complaint

  11/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased Floors from stated company in 2021 for $13,000. They have an unlimited install warranty on floors installed.floors are vinyl laminate and were installed in one day. i notice some of the planks sinking in and caused some of the planks to peel. Called company in late september to schedule an inspection. came out and said they will reach out to manufacture to file claim. claim was denied due to agent saying it was due to furniture with metal at the bottom being the probable issue. my furniture footing is wood with thin plastic discs at the bottom that would not cause floor damage. my floor has visible areas where it sinks due to the lack of material underneath and not due to furniture causing damage. i requested a copy of the denied claim and company has not received the ************************************ that provided reason for the denial with pictures of my furniture that were taken without my knowledge. i do not know what pictures were uploaded or if its even my furniture within the claim.

  

  Business response

  11/03/2023

  Were puzzled by this complaint, especially the timing.  We do not disagree with the basic facts brought out in the complaint.  The customer contacted us with a concern, and we set an appointment to inspect the floors ourselves.  We inspected the area and agreed with his concern and contacted the manufacturer of the product.  The manufacturer hired an independent inspector who set an appointment and inspected the floor.  The inspector filed their report with the manufacturer who hired them and in turn sent the report and the declination of a manufacturers claim.  That leaves two possibilities of what may be causing the issue.  Either it is because of installation/subfloor preparation or customer damage (i.e., furniture legs).  Earlier this week, we set an appointment to pull the floor back and inspect the subfloor with the understanding that if the subfloor was causing the damage due to a floor preparation failure, we would cover all costs related to the repair; if the damage was not due to an installation error, the customer would be responsible for ********************** our repair costs.  This was agreed upon with the customer and an appointment was made for next Thursday, November 9.  This morning, prior to receiving this BBB Complaint, the customers mother came to our office insisting on copies of the inspection report (which were in the process of being emailed to the client), to take to their attorney.  Once we explained to his mother the steps we were already taking to rectify the situation, she completely understood and agreed that we were handling everything in the best way we could.

*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. ↩