Lumber Liquidators Voids Warranty -- for Following Their Written Instructions
Bellawood Brazilian Redwood - Complaint
ALBANY, NEW YORK -- In a nutshell, to preserve our warranty rights – we had to purchase Lumber Liquidator’s installation equipment and follow their written installation instructions. Yet they voided our warranty for – using their equipment and following their directions. I kid you not!!! And I have the documents to prove it. Specifically,
At purchase time, we were told that Lumber Liquidator’s Bellawood required special installation tools (specific floor stapler and 18 gauge staples), and, to "fully preserve our warranty" -- we should purchase the tools from Lumber Liquidators-- (which we did since they seemed so friendly).
Within weeks of installing the floor, using their equipment and following their written installation instructions -- numerous cracks developed-- which multiplied and grew in size by the week – to the point that you’re risking slivers if you walk barefoot on the floor. We contacted Lumber Liquidators and filed the required claim documents.
Claim Denied: Lumber Liquidators denied the claim after assuming that we used “15 gauge” instead of the required 18 gauge Staples – stating” “using the 18 gauge Staples would have set properly in a hard exotic like this one”.
We appealed their decision since it was based on their incorrect assumptions and they eventually sent their “own expert” to evaluate the installation. Their expert determined that we had not only followed and complied with "all" installation requirements -- but that the damage was actually caused by Bellawood’s improper installation instructions and the use of 18 gauge Staples. So how did Lumber Liquidators and Bellwood respond…
2nd Claim Denied: due to "faulty installation" stating that we were at fault for following their instructions. Really !!! Their warranty actually has a clause which states that damages caused by any advice or instructions, regardless of the source, (which includes their own instructions) will void the warranty. Three days after their denial, Lumber Liquidators changed all the Bellawood installation instructions on their website and now require installers to use “cleats” rather than Staples.
Bottom Line: We used Lumber Liquidator equipment and followed Bellwood instructions, and because they provided improper instructions – we lose our warranty, claim, and over $4,000 in flooring. To add insult to injury, their attitude during the whole process was that we were ungrateful customers.
I’m far from being done with Lumber Liquidators. If you’re not already an LL victim – don’t even get started with them and their “fake” warranty. Spare yourself the headaches and go to one of the major home improvement stores -- that care about customer service, honor their promises, and provide their customers with a real warranty.
P.S. Regarding the Bellawood Warranty. Lumber Liquidators will tell you that Bellwood is a separate company – with its own warranty requirements – which are beyond their control. What they won’t tell you is that Bellwood has only one customer – Can you guess who? Lumber Liquidators. Talk about a racket!!!