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Business Profile

Hardwood Floors

Twelve Oaks Forest Product Flooring

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:05/04/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Date of transaction- Feb 2021 Products bought - ******** **** and ********* **** *****. Amount Spent - > $12000 Issue details. We bought Twelve Oaks vinyl flooring in 2021 for our new home. We installed ******** plus in our main living area and ***** **** in most other rooms. Overall we bought 34 boxes of ******** and over 70 boxes of *********. We were assured on purchase that the flooring included a warranty. This issue is only with the ***** **** products. Approximately one year into living in the house, the ********* flooring began to lift at the joints. Several of the pieces have since snapped at these joints. This has only happened in high traffic areas such as entrance to bedrooms. Approximately 11 pieces of floor are effected in different locations. Several efforts to contact Twelve Oaks starting in 2022 but with no response. The first response I receive from Twelve oaks was 17 Oct 2023 from their Regional Sale Director, Ted T*******, who asked to speak with me. He assured me a representative would be in touch to inspect the flooring. Text messages were swapped with this representative, Matthew, starting in Nov 23 after several days off with no visit, the visit finally occurred 15th Jan 24 photos and copies of receipts were taken. We were told a repair was possible with craftsmen cutting out the damage. He had to file the claim and told us he’d be in touch. On Monday Apr 1st 2024, we were told it was an install issue not a product issue. Given this issue has only happened in high traffic areas, and the same contractor installed all flooring, it has only happed with the ********* product and it has happened in different high traffic areas like bedroom doors. We and the contractor disagrees with this claim and believe it is a product issue. We would like a repair, not a full replacement at this time.

Twelve Oaks Forest Product Flooring is NOT a BBB Accredited Business.

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