CITY OF INDUSTRY, CALIFORNIA -- I purchased Johnson hand-scraped walnut flooring four years ago from a local dealer. They installed it through the entire first floor living and kitchen area of my home and did a great job. The total cost was ~$28,000. The floors were just as beautiful in our home as they were in the store.
Our selection of this product was based on a lot of research on websites like this one. Our final decision was based on reviews, perceived quality, and warranty. Price was a factor, but not as critical as the other factors mentioned since we planned to enjoy these floors for as long as we were around. Only my wife and I live in the home and I always remove my shoes when coming into the house and we keep the floors like furniture.
About a year ago, I started noticing that the urethane finish on the ridges of the hand scraped finish were starting to dull. Since then, it has become very noticeable. I called the supplier and was glad to know I had a 35 year warranty and the issue with my floor would be backed by Johnson.
A representative from Johnson visited my home and two months later I received a response from them stating that my problem was normal wear and tear and not covered under warranty. I thought I did my due diligence on the front end by selecting what I thought was a reputable manufacturer with a solid customer support network. After all, choosing the right floor was an important and costly decision.
Knowing what I know today, I would not recommend Johnson floors if you need more than 4 years of service. The minimal information available to prospective buyers on real world performance and support makes it difficult to verify whether manufacturer sales tools of long term warranties and excellent customer service are real. Based on my experience, Johnson did not stand behind their product and they appeared to have zero interest in keeping existing customers happy.
We are 3 days into having Johnson hardwood engineered flooring installed in our entire living area. Tonight I was admiring the work thus far - it looks beautiful - and walking around with a glass of wine. I set the empty glass on a bucket of glue to move a chair and accidentally knocked the glass off of the bucket. It broke and the floor was nicked twice. A small white spot is now on my brand new dark floors. I am sick to my stomach. I sat down to look for reviews, which I did not do beforehand and only found this one independent review of Johnson floors. All other reviews are by the company itself.
Has anyone else had this same problem? I am going to have to talk to my dealership in the morning. It's ten days before Xmas. My house is partially done. I think we are going to have to have it removed and buy a different product.
Our dealer and installer are wonderful people and I trust them, I just wonder though, if there hasn't been enough research on this product. And what exactly does a 50 year warranty include? I just can't imagine what my floor will look like in a few days. One small empty wine glass falling a short distance? OMG!!! I am worried about this.