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Lumber Liquidators - Floor Buckling After 7 Months of Being Installed
Floating Floor and Their Install Dept - Complaint
Review by ronald.kifer on 2012-07-07
Rating: 
TAMPA, FLORIDA -- Last year lumber liquidators installed 8 areas in my house with the thick flooring. In April noticed an area of the floor buckling. Contacted customer service and they forwarded the information to warranty. Now this next decision was made from the pics I took, no one had been out to even look at the floor. Warranty dept said it was an install problem. Grace [snip] sent out another partner company to look at the floor last month. They are saying there is too much moisture in the floor area, of which is the computer room. I made the comment that apparently the installer did not do the proper test for moisture and went ahead and did the install anyway. By the way the original installer has to this day never contacted me. As for the out come after spending $6000.00 I have no resolve on this problem, not even a call back from Grace [snip] with what will be done about this. I sent her an email and still not response. Do not buy from lumber liquidators their warranty is crap. I actually am considering on suing this company for
their negligence in this. Ron Kifer
their negligence in this. Ron Kifer
Company Response:
LL Response: The installation concerns are upsetting and we've asked The Home Service Store to reach out to you. Keep in mind moisture intrusion can occur and there can be many causes that have nothing to do with the installer, so please keep an open mind as the warranty covers any concerns where the installaiton is at fault, but does not protect against issues that are not installaiton related in nature. We agree this must be frustrating, but to make a blanket statement about the warranty like you did ignores the possibility that the problem may be your own and not a product, or installation concern at all. We appreciate your shopping with us and the floor looks great from the photos I viewed. No matter where you source materials from, if there's a moisture concern within your home it would react this way until the source of the problems corrected. A representative from HSS will be contacting you shortly.
Comments:
Posted by Alain on 2012-07-09:
Whether or not you take legal action against them or not, you can quickly file a complaint at http://myfloridalegal.com and http://www.ftc.gov/bcp/index.shtml
Posted by face it on 2012-07-09:
Lumber Liquidators uses a company called The Home Service store to do installations (mainly due to the fact that Lumber Liquidators does not want to take liability for installing there own product!) They advertise a 1 year workmanship warranty. Lumber Liquidators nor The Home service store actually have any part in the warranty. The liability is pushed of to the installer each and every time. If the finish cracks-the installer did it, if the boards warp-the installer did it, if the boards split-the installer did it (see a common thread there?) If the moisture content was indeed too high,from my experience, it would not take a year for the problem to show. Was the installation over concrete? or a crawlspace/basement? Concrete can be quite temperamental in that concrete always transfers moisture (at much higher levels than a plywood sub floor does) The usual course of action is that either HSS or LLI will send out a so called independent inspector to survey the issue and then blame the installer, just to make it more official.
Not knowing the particulars of this installation it is hard to say what the actual problem is. Is the floor glued or nailed down? is it a floating floor? is it an engineered product or a solid? Most people (naturally so) do not know the different manufacture requirements for specific products (ie: slope of floor, deflection of flooring, moisture content, humidity content, type of glue, etc. etc.)Also note that the materials manufactured for LLI have the strictest limitations in the industry!
To avoid further out of pocket expense you might try to research your product online and see what the outlining manufacturer recommendations are. Then you would have all the information to make a solid decision as to what is causing the buckling. Or possible hire and inspector your self to see what is the root of the problem. Out side of that I am afraid that taking legal action (more money out of your pocket) is about all you can do. The BBB will do nothing to help, the federal trade commission will only file your complaint for reference in the event that action is being taken against a company, the Attorney General of your state will also only collect data for reference purposes. You might try a local news "trouble shooting" hotline? Tho I would not hold my breath and expect that source to do much good either. Best of luck to you and your floor.
Not knowing the particulars of this installation it is hard to say what the actual problem is. Is the floor glued or nailed down? is it a floating floor? is it an engineered product or a solid? Most people (naturally so) do not know the different manufacture requirements for specific products (ie: slope of floor, deflection of flooring, moisture content, humidity content, type of glue, etc. etc.)Also note that the materials manufactured for LLI have the strictest limitations in the industry!
To avoid further out of pocket expense you might try to research your product online and see what the outlining manufacturer recommendations are. Then you would have all the information to make a solid decision as to what is causing the buckling. Or possible hire and inspector your self to see what is the root of the problem. Out side of that I am afraid that taking legal action (more money out of your pocket) is about all you can do. The BBB will do nothing to help, the federal trade commission will only file your complaint for reference in the event that action is being taken against a company, the Attorney General of your state will also only collect data for reference purposes. You might try a local news "trouble shooting" hotline? Tho I would not hold my breath and expect that source to do much good either. Best of luck to you and your floor.
Posted by Jenna on 2012-10-20:
Lumber Liquidators will do anything / say anything to avoid honoring a warranty. As "face it" said above, they will always push the problem off onto the installer and/or the end user and say it is not covered under warranty. Yes, Lumber Liquidators, I have tried for an extended period of time to get your company to appropriately deal with your defective products but your practices are deceptive (at best) and your employees are well-trained at ignoring, denying, and dismissing consumer complaints.
Posted by L on 2013-03-16:
People need to bombard them with cards to the board of directors, ty pennington, hgtv, bob villa. There own company people, E.B.Haskell, Rebecca Whitlock, Brian Pullen, Jack Berry and the list goes on. I am planning on sending them all thankyou cards for selling me a crappy floor and a piece of flooring that they can do whatever they want with it. I know what my suggestion would be. A good, honest lawyer needs to investigate there business practices and go to the people who have been scammed by them.
They are seasoned professionals without any ethics and they need to be taken down and exposed.I am amazed that they can sleep at night, after ripping of hard working people.
They are seasoned professionals without any ethics and they need to be taken down and exposed.I am amazed that they can sleep at night, after ripping of hard working people.
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