Complaints

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.

• Initial Complaint

  Date:11/05/2022

  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.

  Greetings!
  I purchased a hard wood floor back in May 2022 from Wood Floor Plus. The floor was replaced in my property; however, I didn't move to the property until the beginning of July. When I purchased the floor, a salesperson told me that it was the best quality floor 50 years warranty (even says it in the boxes) I was between 2 floors and the salesperson assured me the walnut floor I picked was the best one. When we moved to the house (no furniture, no shoes) we noticed the floor started cracking, denting, scratching, staining) I contacted wood floor plus with pictures to the claims dept and the conclusions after 3 months of purchasing the floor their policy (never shown/explained/given to me at the time of purchase) said that it didn't cover any of that. Also, the boxes of the walnut floor state 50 years of warranty but no name of the original manufacturer is shown. I asked wood floors plus for it and the information was denied to me. I was misled with the purchase and now they don't want to be responsible and don't want to honor what it says on their warranty... this is a brand-new floor where's already damaged.
  Thank you!

  Business Response

  Date: 12/12/2022

  Wood Floors Plus has communicated with the customer by email that the damage to the floor is not covered by the warranty. The customer was not misled in any way. The warranty for the product states that the damage to the floor is not covered. (indentations and scratches
  
  (caused by pets, furniture, appliances, tools, heels, toys, etc.); improper maintenance and
  
  accidents; misuse and abuse; and any wear that conflicts with the care and installation
  
  instructions are not covered.)
  
  The warranty card for the product is located inside the boxes of flooring.
  
  
  
  On July 22, 2022 Wood Floors Plus sent the following email to the customer:
  
  After careful review of the information and images provided, Woods of Distinction has come to the conclusion that the indentations and the split board you are referencing in the images would be classified as "Other Site and Environmental Conditions" according to their warranty. These factors are not covered under warranty.
  
  
  
  Other Site and Environmental Conditions: Defects or damages resulting from extreme indoor
  
  conditions (such as extreme heat, radiant heat, or exposure to sand); indentations and scratches
  
  (caused by pets, furniture, appliances, tools, heels, toys, etc.); improper maintenance and
  
  accidents; misuse and abuse; and any wear that conflicts with the care and installation
  
  instructions are not covered.
  
  
  
  The customer was unhappy with the conclusion of the claim, so we sent the following email:
  
  I do apologize that you are unhappy with the conclusion that was reached.
  
  
  
  There are always copies of the warranty included in about every third carton of flooring. While it is a 50 year warranty, as I had explained previously there are certain factors that are not covered.
  
  
  
  If you feel that Woods of Distinction has reached an incorrect conclusion on the indentations in your flooring, you are more than welcome to hire a certified independent inspector. You can then submit that inspector's findings if they are different from what Woods of Distinction has concluded.
  
  
  
  Below is the link to find an independent inspector:
  
  
  
  ***************************************************
  
  
  
  Wood Floors Plus takes pride in the product we sell and accurately represents the products we sell.
  

  Customer Answer

  Date: 12/18/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  Greetings,
  
  
  
  They sold me the floor without giving/telling me about their policy.
  
  There's nothing inside the boxes. I sent an email to Woods Floors to ask for the name of the manufacturer of the floor and I never got a response back, because all it says outside the boxes is 50 years warranty. Of course I was mislead, sales representative didn't explain to me the differences of the floor. I brought two samples home and I asked the difference between them and the one sold to me was supposedly the best one. I have an email also stating that my floor is soft wood and that's why it gets dented, I was specific when I was the floor that I was looking for a hard wood floor not a walnut floor. The policy was never explained to me, the warranty was never provided to me, the email about the independent investigation why do I have to pay/ be responsible for it? They failed to delivered. I paid almost $7,000 for the floor. How can this company be hassling consumers by not properly disclosing their policies, not providing the name
  
  Of the manufactur... the floor is cracked, dented, scratched I mean what are the 50 years warranty??
  
  
  
  Thank you!