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:08/29/2023

  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.

  My wife and I had CoreTecPro flooring installed by ********************** purchased from ** Paneling. After a few months, we noticed the flooring started to cup in several areas. We called back ************************ the response was that the cupping is being caused by moisture below the flooring. The contractor contacted ** Paneling and said that a claim would need to be opened **** Industries. **** sent a 3rd party to assess the problem. This company,***************************** **** used a moisture reader,above the concrete subfloor and installed floor.The inspector said that the moisture level was high and that this was the cause of the cupping. The inspector also at no point checked the moisture under the installed floor. Furthermore, the inspector did not check the moisture in any other areas of my home where there is also concretesubfloor. I would assume it would have been valuable information to the inspector to know if the moisture was high elsewhere in the home. At no point did the inspector instruct the homeowner or the contractor to lift the flooring to check that the sub flooring was installed or prepped correctly. It is my understanding that the inspector should have verified that the subfloor met the manufacturers requirements.In my opinion, this is contradictory to what we were told from the contractor since the moisture was coming from below the installed floor. Since there is a vapor barrier underneath the installed floor and above the concrete subfloor, then the moisture should have been contained below the floor and the metering device never once read the moisture below the vapor barrier. **** Industries then responds that their product was not at fault. I find it hard to believe that a simple meter that was reading moisture above the vapor barrier determined the cupping. We are now stuck with a defective floor because nobody wants to take responsibility, which as the customer, feels like a situation I should not find myself in.

  Business Response

  Date: 08/29/2023

  **************** filed a product claim with Long Island Paneling and we then filed it for him at **** Industries. **** Industries dispatched an certified independent inspector to evaluate their concerns. The independent inspection report was then sent to **** Industries which was then communicated back to me with a turndown letter. The letter states that there are no manufacturing defects in the flooring purchased and that the issue the consumer is experiencing is jobsite related. Respectfully, **** has turned down this claim as there are no defects according to the provisions of their warranty.

  Please see attached inspection report and turndown letter as well as the communications between **************** and I on 8/28/2023. I have also attached the copy of Coretec's warranty for your review.

  **** has addressed this with me and stated that **************** is welcome to obtain his own independent inspection and if the outcome is different, they can submit that to **** Industries for further review. They even offered other independent companies for the consumer to contact who are inspectors in this field./

  Thank you

  Customer Answer

  Date: 08/29/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I am still seeking an answer as to why I should be responsible for paying for another inspection when the original inspector did not confirm that the original installation was installed correctly. The inspector checked for moisture above the installed floor and nothing else. 
  
  As the homeowner, I paid for a product and installation, and the result is a defective floor, whether it is due to an installation concern or a product concern, it does not matter to me, and it is between the installer, flooring provider and flooring manufacturer to resolve this. In no way should I be paying for another inspection to be done when the initial inspection was incomplete.

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