Lumber Liquidators Complaint - Denial of flooring claim
HARRISBURG, PENNSYLVANIA -- Unless you are installing flooring in a laboratory good luck getting anything from Lumber Liquidators to work correctly. I have used 3 different products from Lumber Liquidators for remodeling applications on every occasion the products have failed. The most recent is the Brazilian Teak I put in my own home in a 1000sqrft great room. I ordered the material and picked it up when it came in, open all the boxes spread it out, and allowed it to acclimate for 2 weeks, one week longer than instructed. The product lasted 6 month with no problems then spring came and with it moisture. Even though the room is controlled by a dehumidifier and has air conditioning the floor didn't just cup it completely buckled. I experienced expansion to the amount of 1" for every 3' of flooring. Customer service did just like the medical community and denied the first claim, now I'm starting round 2. My professional opinion is that all customers stay very far away from Lumber Liquidators. They will sell you anything and support nothing.
Company Response on 11/12/2009:
The indication that you experienced a problem almost 6 months later is not something related to our product, but points to installation related failures for which we do not control. The cupped condition is a sign of an improperly installed floor lacking proper moisture vapor protection. The buckling is a sign of insufficient expansion space between the walls and the flooring. This can also be caused by nailing down transitional pieces into the flooring holding it in place restricting the natural expansion / contraction process found in EVERY wood product. The real problem here is not following installation instructions. Moisture changes occur with the seasons and unless you install the flooring properly you can experience the problems you see here. These types of postings actually help other customers avoid the failures you experienced educating them on what NOT to do. The problem here is installation related and has nothing to do with our wood products. It would be more beneficial for you to hire someone who actually knows how to install flooring as not every project is suitable as a do it yourself home project unless you fully understand what you're doing. Testing for moisture as step one is a must and adhering to the warranty ...well reading it after the fact is a grave mistake for some and a learning experience that will continue when you buy somewhere else. The problem is not product related, rather installation related. We offer free advice when contacting customer care with techs on hand to help answer installation and floor care questions.
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