Complaints

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• Initial Complaint

  Date:06/13/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  i had naturally aged flooring put in my vacation condo. i barely used it and did not rent it out. the floors are totally wearing out in the areas i walk shoeless in. the product is not holding up at all. the finish is wearing off. the warranty is not being upheld. the warranty process is a scam with the same inspection company doing all the reports for qec and acting like they are independant inspectors

  Business Response

  Date: 06/13/2023

  Our product warranty states
  that the finish will not wear through, provided that Natural Aged Flooring’s
  (NAF) maintenance guidelines are strictly followed. An independent inspection
  was commissioned through a third party service; the inspection service selects
  a certified inspector without the involvement of NAF to avoid any bias or
  hand-picking of inspectors by NAF. The independent inspector determined that
  the issues reported were maintenance related, primarily due to the improper use
  of water to maintain the floor which is cautioned against in NAF’s Flooring Care & Maintenance
  guidelines. It was also noted that the relative humidity at the time of the
  inspection was only 26%, whereas the maintenance guidelines require relative
  humidity be maintained between 35% -55% to avoid damage and advises that
  additional humidity controls may be required. (The inspector noted that a copy
  of the guidelines was also left with the consumer.) The inspection report
  summarizing the inspector’s findings was provided to Mr. S**** and included the
  inspector’s name and email address to contact directly with any dispute of the
  contents of the report. We’re unaware if Mr. S**** ever contacted the inspector
  directly with his concerns. NAF was contacted directly by Mr. S**** to dispute
  the claim decision and he was instructed to provide flooring samples for
  testing; he also provided additional photos showing areas he considered “worn”.
  The sample material was tested and no finish adhesion issues that would cause
  release of the finish were discovered. Further review of the photos provided by
  Mr. S**** illustrated open separations and lifting of the wood grain consistent
  with the dry interior conditions noted at the time of the inspection. These
  areas appear dark due to intrusion of dirt and moisture, creating the “worn”
  appearance. All of that information was again provided to Mr. S**** and the
  original denial of the claim was upheld and the claim was closed at that time. Copies of the inspection report, product Warranty and Care & Maintenance guidelines are attached for reference as well. (Note: The customer of record for this claim was K**** *********. Mr. S**** apparently shares or co-owns the property with Ms. F********.)