Complaints

This profile includes complaints for N.R.F. Distributors, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  N.R.F. Distributors, Inc.

  485 Old Belgrade Road Augusta, ME 04330-8061

  
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  N.R.F. Distributors, Inc.

  PO Box 2467 Augusta, ME 04338-2467

  

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:11/02/2023

  Type:Service or Repair 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 purchased Beauflor Essence Disa 797 for the use of a light commercial office building. I spoke to ******************* (retailer) about my needs. He put me in personal contact with the field rep. for *** Distrubutors (the company that functions as the local manufacture rep and supplier). After they considered my application they recommended Beauflor Essence LVT since it had a 10 year commercial wear and stain warranty. I purchased about ****sf of flooring for $5566 on May 17 2021. I proceeded to have it installed by an installer personally known to *** distributors and recommended by retailer. Less than a year from installation, yellowing and traffic patterns developed over the entire space. After 10 months of complaining to retailer, installer, *** and Beauflor, *** organized a professional floor evaluation in which they blamed the site and users for contamination of the floor. The major concern we have is that we applied the product as directed by the *** rep, installed it according to their recommendations and used the mats and cleaning products they suggested. The main issue is the staining from normal use (floor inspector blamed discoloration on frequent use and our blacktop driveway). How can a company with a 10 yr commercial warranty say that frequent use or having a parking lot voids the warranty? The second issue is the failure of the product to stay glued down despite using the Beauflor glue and following the installation instructions. The most frustrating this is the amount of time wasted since *** says they can't speak to customers and refer to Beauflor for warranty issues. ******** says you must work directly with ***. I have long email chains with Beauflor, ***, the retailer and installer and they still refuse to even discuss the problems and continue to direct me to their counterparts with no effort or attempt to resolve the issue. I can provide all the emails for further documentation. Thank you for helping me resolve this issue.

  

  Business Response

  Date: 11/08/2023

  NRF is a flooring distributor selling flooring products to retail store owners. Manufacturers supply us with product specifications which we pass on to the store owner. We do not act as a manufacturer rep for any flooring product, but we do assist store owners by matching manufacturer specifications with the retailers project needs. We also do not represent any flooring installer and, although we may help the retail owner find an installer using our vast network of retail customers, it is the responsibility of the retailer/consumer to decide which installer to use.
  We did assist the retailer regarding your concerns by commissioning an independent flooring inspection (you submitted with your claim) which was given to the manufacturer. That inspection determined The appearance of the visible traffic lanes is consistent with the effects of yellowing from the black-top driveway and constant traffic. and No moisture testing was performed prior to the installation. Elevated moisture levels and the lack of concrete sealer has led to floor failure.. The manufacturer denied the product warranty claim (see attached manufacturer response), but they have offered to reconsider the denial should you wish to hire an independent,licensed, and accredited inspector and the result of the findings are different.
  We are sorry that you are unhappy with your flooring project, but NRF has fulfilled its obligation by delivering the material undamaged, on time, to the specified location, and assisting with any claim issues. Unfortunately, at this point, all product warranty claims will need to be addressed directly to the manufacturer and all installation claims will need to be directed to the flooring installer.

  Customer Answer

  Date: 11/13/2023

  Better Business Bureau: 
  I would like to express my gratitude for ***s prompt response and for them providing insights into their perspective. However, I find myself compelled to contest the assertion that ***'s involvement is solely geared towards assisting retail store owners. The circumstances surrounding my case involve *** evaluating my site, recommending and supplying products,confirming their availability, and coordinating delivery to the retailer for pick-up. This substantial level of involvement led me to believe that *** held authoritative expertise on working with the product in question, especially since they recommended an installer with whom they had familiarity.
  My first concern arises from the perception created by ***'s response, suggesting that they inspected the floor post-complaint and subsequently denied the claim. It is crucial to note that the denial occurred on 8/16/22, whereas the floor inspection took place on 5/23/23. Despite this inspection, *** remains unwilling to reconsider or engage in discussions regarding the denial, asserting that it falls outside their obligations. However, it's important to highlight that *** has been intricately involved in every aspect of the sale, including ordering and funding the inspection.
  When seeking assistance from Beauflor, the manufacturer, I am directed back to ***, reinforcing the complexity of the situation (see emails copied to both *** & Beauflor). Initially, upon noticing discoloration in the floor, I called the *** field representative who initially recommended the product and sent supporting pictures. This dialogue spanned from June 9th, 2022, to Feb. 18th, 2023, at which point the representative redirected me to the retailer, claiming that *** was not involved in warranty issues. This sudden shift raises questions,especially considering that the *** representative revisited the situation on May 10th, 2023, suggesting an independent evaluation, which *** later ordered and paid for.
  The independent evaluation attributed the floor issues to "the blacktop driveway and constant traffic," seemingly leading to the voiding of the 10-year commercial stain and fade warranty. I am puzzled by this conclusion, as the inspector did not document any abuse, topical damage,or improper care that would typically void a warranty. Instead, the inspector noted high moisture levels, a separate issue related to adhesive performance,without specifically attributing yellowing to moisture but rather to foot traffic.
  The frustration arises from the denial of warranty claims based on the floors' frequent use, which contradicts the implied and expressed warranty of the product in the first place. Additionally, if *** suggests that improper installation led to the issues, I question why *** absolves itself of any responsibility. I specifically confirmed the installation process through text messages, sharing photos to ensure proper application. The *** representative's failure to order the recommended concrete sealer further raises concerns about consumer trust in the guidance provided.
  In light of these circumstances, I request an explanation beyond ***'s assertion of fulfilling obligations. It is disconcerting that *** staff present themselves as experts in product selection and application but disavow responsibility when complications arise. Have there been instances where *** believed we acted in bad faith or failed to follow guidance?
  The rationale for voiding the warranty due to a "blacktop driveway and constant use" appears vague and unsubstantiated.I question whether this is a valid reason to negate both the implied and expressed commercial flooring warranties or if the representative erred in recommending the product for this application. If a blacktop driveway is problematic, one would expect to see it listed in the warranty limitations along with flooding, abrasions, and high heeled shoes.
  In conclusion, I acknowledge the complexity of this situation, but I am a real person facing significant economic repercussions. I implore *** to engage in a constructive dialogue to find a resolution and rectify the issues with the floors. I believe this approach is fair and aligns with both the expectations set by ***'s involvement throughout the entire process and their stated company mission statement.
  Sincerely,
  ***************************

  

  Business Response

  Date: 11/14/2023

  As a distributor, NRF, does not warrant any products and our product knowledge is limited to what is supplied by the manufacturer. There are many variables that *** negatively affect the performance of flooring and only the manufacturer can determine those effects on their product. We will assist our retail customers with product claims, just as we commission the independent flooring inspection in your case, but the manufacturer makes the ultimate decision regarding their product warranties. They have denied your claim but have offered to review your case provided you commission your own flooring inspection with different results.
  

  NRF also does not supply installers, nor are we involved in any of the installation processes. Through our vast network of retail store customers,we have access to installer information, and we can supply our customers with that information, but it is ultimately up to the retailer/consumer to hire someone. It is the installers responsibility to order all necessary installation materials and to follow the manufacturer installation guidelines.Failure to do so *** negatively affect the flooring project and any claims need to be directed to the installer, not NRF.
  

  Once again, we are sorry that you are unhappy with your flooring project, but all product warranty claims have been addressed directly to the manufacturer and all installation claims will need to be directed to the flooring installer. NRF has done all it can to assist in this claim.

  Customer Answer

  Date: 11/14/2023

  I am writing again to notify you that I am not satisfied with the generic response from NRF via the BBB website regarding the flooring product purchased under the guidance of your field representative, ***** and the subsequent complications that have arisen.

  In good faith, I followed ****'s recommendation for the flooring product and the use of Beauflor 4 n 1 adhesive in a specific application. Our communication,documented through text messages, includes inquiries about installation and the condition of the subflooring, which I shared with **** to ensure accuracy.Furthermore, our installer collaborated with **** on this project, and **** confirmed that the product was "brand new," with no samples available at the retailer. Given these circumstances, it seemed reasonable to assume that the regional field rep held the highest authority on the product.

  ****'s recommendation did not include a mention of testing the relative humidity of the concrete, even after I provided photos of both old and new concrete. The waterproof and durable nature of the product, coupled with the 10 year commercial wear, stain and fade warranty, gave me the impression that this was the perfect product and also ****s evaluation of my project created an understanding that NRF possessed expert knowledge.  

  Upon encountering issues, NRF did not direct me to the installer or retailer but instead assured me they were "working with the mill" to address the matter. Despite following their care advice and maintaining the floor with a neutral pH cleaner, the issue persisted. When I sought the contact information for the mill, **** discouraged me, stating that such matters needed to be handled internally, with no external contact available.

  I seek clarification on several key points:

  Credibility of Information: ** you question the accuracy of the information Im providing and feel Im being disingenuous with my complaint?
  

  Installer Accountability: ** you believe the floor failure is solely the fault of the installer?
  

  Responsibility of NRF: Was ****'s handling of the situation flawless, with no room for improvement?
  

  Manufacturer Communication: Is it fair for Beauflor to redirect my concerns back to NRF without addressing them directly?  (See email chain)
  

  Floor Evaluation: If NRF has no role or responsibility in the warranty process, why did you commission and PAY for the floor evaluation?
  

  Manufacturer Contact: If NRF is not involved in warranty issues, why not provide me with the manufacturer's contact information promptly?
  

  Resolution in Good Faith: ** you believe NRF is sincerely working to fairly resolve this issue, or does it appear as though efforts are being made to delay and redirect?
  

  Coordinated Efforts: What is preventing NRF from collaborating with the manufacturer to rectify the flooring issue, restore the consumer and update protocols to prevent future occurrences?
  

  I kindly request detailed responses to these specific questions to address my concerns adequately. 

  Thank you for your attention to this serious matter,

  ***************************

   

   

  

  Business Response

  Date: 11/17/2023

  It is Beau Floors' product and warranty. They have denied your claim. There is nothing more that NRF can do for you.

  Customer Answer

  Date: 11/20/2023

  Better Business Bureau:  Again, I must reject the response from ***.  Of the eight specific questions that were raised in the last response, none of them were acknowledged or answered.  *** states there is nothing more [they] can do, but this simply is not true.  With an annual revenue of $33M (as reported on Zippia.com) it doesnt seem hard for them to simply commission the replacement of this flooring or compensate me for hiring a retailer to accomplish the work.  The new flooring would completely restore my loss and completely restore the *** Distrubutors reputation. What prevents *** from doing the right thing and pursuing a fair resolution to this flooring failure?   
  
  Regards,

  Matt