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:01/11/2025

  Type:Product Issues
  Status:

  ResolvedMore 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.

  On 12/19/2024, in order to install pre-finished hardwood flooring for one bedroom and one walk-in closet, I purchased 13 boxes of ***** Plano Gunstock Oak 3/4 in (thickness) x 2-1/4 in (width) Smooth Solid Hardwood Flooring (20 sq. ft/ctn) and other materials, plus installation service with ********** in ***********, **. The ***** hardwood flooring product was manufactured by AHF Products. The job was completed on 1/9/25. The contractor did a good job. However, the hardwood flooring product is terrible. Photos 1-3 are of the box of ***** flooring. Photos 4-7 are of the finished bedroom floor. Photos 8-10 are of some defective pieces. Although the contractor did his best to avoid the bad pieces by spending some additional time, the finished floor still has many bad spots, which need to be patched. I used a similar ***** product years ago and had a very good impression. Therefore, I selected the same product this time.I am very disappointed with this recent purchase. It appears that the window of the product box shows the best pieces which hide the many bad pieces inside. It would be impossible for any customers to open each box to find those bad pieces. I feel cheated.

  Business Response

  Date: 01/27/2025

  AHF is very sorry that the consumer is having issues with his flooring.
  
  We have reached out to the consumer to discuss his concerns, and the claim process has been initiated. 
  
  Thank you.

  Customer Answer

  Date: 01/27/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****** ****
  
  

• Initial Complaint

  Date:09/26/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  We worked with a professional flooring installer to have our entire house redone with engineered hardwood. We had this done in December of 2023. Our flooring installer purchased 860 sq feet of EAK20LGEE ********** Lock&Fold 5" Oak Natural from AHF. We paid a total of $10k for the whole project. Immediately after installation, we noticed a very loud creaking sound throughout the entire house. I, having never had hardwood floors or done any type of renovation before, just assumed it was typical and that over time it would "settle" and the noise would go away. Months go by, it gets worse. I contact our installer (who has been incredible through this process by the way) who contacts AHF. They agree to send out an inspector who does an assessment. The assessment states that the noise is coming from uneven subfloors. We live on a slab, and the concrete was completely leveled before floor installation. *** even denied that it could be the subfloors, and outright disagreed with the inspectors assessment. *** has repeatedly tried to tell me the sound is due to "pinch points" throughout the house. This is simply not possible. The baseboards have been removed in some of the rooms to prove there is no pinching and to show the expansion gap is present. The sound is so loud, it wakes up my 3 year old daughter in the night when we walk down the hallway. I've never heard anything like it. They want us to hire a private inspector to reassess, however the only flooring inspector who services NH is the one who already came out and is therefore biased. *** says they cannot replicate the sound on their end, so therefore it's not a defect. However, we took 20 boards out and glued the joints together when reinstalling and it FIXED the problem, proving that it is a faulty joint construction. The joints do not lock tight, therefore rubbing together and causing a sound when walked across. They refuse to acknowledge this proof, and insist it's still the baseboards. We want our money back.

  Business Response

  Date: 10/11/2024

  AHF is very sorry that the consumer is having issues with her flooring.
  
  AHF had the floor inspected on July 9, 2024.  The flooring was installed as a floating floor. The independent inspector found that the subfloor was not level and was off spec by approximately 1/4 inch in 6 feet.  The standard is 1/8 inch in 6 feet.  The inspector also found that the installer used an underlayment that is thicker than recommended for floating floors.  The inspector concluded that the issues reported by the consumer are due to installation related issues and are not caused by manufacturing issues.  This conclusion is supported by the fact that we tested sample boards and could not replicate the noise reported by the consumer.  Finally, it is noted that the *** limited warranty provides:
  
  "Noises including, but not limited to, squeaks, popping and the like. Some level of noise is inherent in all hardwood floors. Excessive noise, such as squeaking and popping is usually caused by environmental factors or installation issues not attributable to the product itself."
  
  On this basis, AHF denied the consumers claim.
  
  Despite this denial, I will reach out to the consumer to discuss her concerns. 
  
  Thank you.

  Customer Answer

  Date: 10/12/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22346463
  
  I am rejecting this response because:
  
  The inspection report does not match what you have responded with. The report concluded the floor IS flat and within spec when not being walked on. (The joints of the boards are loose and allow for a lot of movement when you do walk/stand on it, hence the big deflection that was measured when walked on.) Also, the underlayment is a standard Quietwalk underlayment that is often required for floating floors on a slab. It is completely within spec, and listed as routine to use for installation per AHFs standards. 
  

  We had a second ********* come a few days ago and are eagerly awaiting the report to provide you with the findings, as they reported to us there were absolutely no issues with the installation of the floor. 
  
  Regards,
  
  ****** *******
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 10/25/2024

  We have been working with the consumer to resolve this complaint and have reached a resolution.  Please let us know if you require any additional information.  Thank you.

  Customer Answer

  Date: 10/25/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****** *******
  
  

• Initial Complaint

  Date:05/19/2024

  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.

  On 2/28/2024 I accepted a proposal from ******* ************** to install ****** sq ft (see estimate) of ***** Springdale 3-inch Engineered Hardwood in my great living room and connected sunroom. ******* ordered the product from AHF Products LLC. ******* installed the flooring ***** Mar 2024. The room was sealed off from plastic to reduce smell and dust from the rest of the home while installers worked. Upon final inspection on 15 Mar 2024, I noticed excessive indentations in the flooring not consistent with the products sample and advertised "traditional finish" (***** website). I pointed out the indentations to the installers. They alerted ******* management. A supplier came out to the floor the following week and took pictures and the claim process was initiated. ************************, All Flooring Inspections, inspected the product on 16 Apr 24. The inspector's comments to me are contrary to the findings sent by *** dated 1 May 24 but not received by me until 14 May 24. ************* intimated that the numerous non standard indentations were not consistent with the product sample and a traditional finish. She said her report would be completed within a day or so. I requested a copy of the inspector's report and this was declined by ***. I have used ******************* products for ****************************************************************** their products. In addition, the product price sold to ********* was $7.11/sq ft vs. ************ at $4.29/sq ft for the same product. *** told ******* that their product is first run and ************ is 2d run in defending their price. The independent inspector seemed skeptical of this claim. I am enclosing photos of the floor dents, the *** claim response letter, emails, and estimate from *******. I am requesting 1) another case review and acknowledgement of the inferior product; 2) A copy of ***************** independent report and notes from her inspection; 3) A proposal of resolution from *** to refund or replace the defective flooring.

  Business Response

  Date: 05/31/2024

  AHF is very sorry the consumer is having issues with her flooring.
  
  Upon reviewing the facts of this matter, the independent onsite inspection conducted indicated that the concerns with the flooring are due to installation related issues.  A copy of the inspectors report is being provided to the consumer. 
  
  The applicable AHF limited warranty does not cover conditions caused by improper installation and specifically states:
  
  WORKMANSHIP
  RESIDENTIAL & COMMERCIAL INSTALLATIONS
  AHF does not warrant your or the installers workmanship. Workmanship errors should be addressed to the contractor who installed the floor. We recommend that your flooring be professionally installed by contractors who have demonstrated expertise in installing this type of flooring for residential/commercial use.
  
  (Emphasis in original)
  
  Based on the foregoing, AHF finds the issues with this floor are not manufacturing related,but rather, are due to improper installation. Accordingly, this matter does not fall under AHF's limited warranty.
  
  Based on this complaint, we have re-evaluated the claim and still find that the alleged defects are not manufacturer or quality related. Accordingly, *** believes it has appropriately denied this claim.
  
  Thank you.

  Customer Answer

  Date: 06/02/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  Complaint: 21733580
  
  I am rejecting this response because:
  

  AHF has not provided comment/explanation regarding other aspects of the complaint that I requested as follows:

  
  1) AHFs original claim letter (dated 1 May 2024 and provided through AHF agent/distributor, **** and *******, **** of ************,**) failed to include the independent inspectors findings regarding issues with the installation (by ******* *************** By excluding this information from the claim letter, AHF created a lack of transparency and appearance to possibly protect the installer (******* ******** ****) from further action with the consumer thus stifling any further action to remedy issues found with the flooring. If the claim letter had included the inspectors summary findings or included the report as an attachment, this would have allowed for further discussions between the installer and the consumer (me) to correct deficiencies.I request AHF and/or **** and *******, **** revise/amend and reissue the claim letter to include the independent inspectors findings of installer errors and provide this to both myself and ******* ********* **** As of this writing, I do not know if ******* ********* **** was provided a copy of the independent inspectors findings or not. All ******* ********* ****, has stated to me,because of the lack of transparency in denying the report, is that there is nothing they can do. They do not acknowledge the indentations in the floor and want me to accept the work as is. It is worth noting that ******* ************* is a professional flooring installation company in ********, **, that has existed since the 1960s. In not addressing the inspector findings reflects poorly on AHF ***** products with consumers.
  

  2) AHF did not comment on the wide disparity of pricing of its product from what I was charged ($7.11/sq ft through **** and *******,****) vs. other pricing found by others ($4.29/sq ft at ************ I ask AHF to provide a Manufacturers Suggested Retail Price (MSRP) for this product and to comment, if possible, if their distributer (**** and *******, ****) is perhaps overcharging for their product and take action as appropriate.
  

  3) Based on the above, due to the lack of transparency, I ask AHF to determine again if any further consideration, compensation, and/or action is warranted. I have used ******************* products in my home for the last 24 years and have never experienced the lack of transparency through a claims process that has occurred.
  
  Regards,
  
  ***************************
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 06/13/2024

  I am writing in response to the consumers follow up questions. 
  
  The consumer has been provided with a copy of the inspection report.  The claim letter does not need to be reissued since the basis for denying the claim is contained in the report.
  
  AHF does not provide a manufacturers suggested retail price.  It is up to the retailer to determine its pricing for the product.
  
  Upon again reviewing the facts of this matter, AHF finds the issues with this floor are not manufacturing related, but rather, are due to improper installation. Accordingly, this matter does not fall under AHF's limited warranty.
  
  Thank you.

  Customer Answer

  Date: 06/13/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21733580
  
  I am rejecting this response because AHF refused to reissue the claim letter to include a statement using their own words from this BBB complaint that after "reviewing the facts of this matter, AHF finds the issues with this floor are not manufacturing related, but rather, are due to improper installation."  ******* ********* **** (the installer) stated to me (see email from ********* submitted with the original complaint) that they did not receive a copy of the independent inspector's report when requesting a copy from the distributer (**** and *******, ****). If the report had been provided with the claim letter, this would have shown the installer, in an official claim capacity, that the issue found by the inspector was installation related.  

  I understand that if AHF still refuses to reissue or amend the claim letter that would go to the installer in an official capacity, after this response from me, that there is little recourse available (through the BBB process) for me to continue further.  However, I believe it is prudent to make my response a part of the BBB public record so that consumers can be made aware of how AHF processes claims that leaves out critical information contained in an independent flooring inspector's report if issues are attributed to installation. If an independent inspector, as part of the claims process, includes findings regarding installation, the professional installation company that receives the claim letter should also be provided the full report in order to then enter into discussions with the customer/consumer and explore remedy options.  If I had not submitted my complaint through the BBB, to this day, neither I nor the installation company (*********), would have been made aware of the independent inspector's findings regarding installation issues.  It is important to note that when ******* ********* **** requested a copy of the inspector's report on or about 15 May 2024, that the representative for **** and *******, **** indicated that the claims letter contained all information summarized from the inspector's findings.  It has been established through this BBB complaint that the representative's statement was false. I am thankful to finally receive the inspector's report and thanks to the BBB.

  Regards,
  
  ***************************
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:04/22/2024

  Type:Sales and Advertising 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.

  In June 2022 ***** Manchester solid oak flooring was installed inside our new construction home which we moved into in October 2022. The flooring was installed by ***************** Carpet and is an AHF product. Within 1 month of moving in, we noticed several gaps, dents and scratches on our floors that were then repaired by ***************** Carpet in December 2023. In October 2023 we had our one year home warranty inspection with the builder of our home and by then our floor had an extensive amount of chips, splinters and gaps. After an initial review by ***************** Carpet, they refused to repair this issue stating it was a "humidity issue". We then contacted AHF Products and submitted a claim. An on site inspection was done where they noted and saw that the majority of the floor boards were damaged. We explained our concerns including our children were getting splinters from the floors and that food, dirt, etc. were getting in between the floor boards. AHF's conclusion is that these are not manufacturing related and we were offered a courtesy 15 board replacement (which is nothing when there is a total of ***** square feet total installed and most of the boards are damaged). After contacting other flooring specialists, we believe that this is not "normal" as AHF has claimed.

  Business Response

  Date: 05/07/2024

  AHF is very sorry the consumers are having issues with their flooring.
  
  An inspection of the flooring identified no manufacturing issues.  As an accommodation, and as acknowledged by the consumer, AHF offered to replace 15 boards.  The consumers rejected this offer.  Nonetheless, I will reach out to the consumers to see if there is a way to address their concerns.
  
  Thank you.
  

• Initial Complaint

  Date:04/12/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Flooring was purchased from this company in 2016, after 6-7 years of normal use, the floors have core failures, delamination and surface/finish level peeling as seen in the attached report. I contacted an inspector who agreed the core issues and delamination should be warranty related and repaired, but the only explanation for the surface peeling is moisture and traffic. He then notes humidity levels and moisture levels in the home are normal so it does not support his claim against the peeling. Please review the report to see pictures. The worst peeling is nowhere near a kitchen appliance and it is in a corner by the wall, this is NOT a high traffic or high moisture area.The floors are peeling through my entire kitchen, dining area and areas outside of there where high traffic and moisture is not a concern. After calling the company and escalating my claim with them for several months, they have not been helpful and have stated the issue is due to topical moisture and they will not issue a warranty repair or replacement. I'm extremely frustrated at their inability to work with a customer and own up to their faulty product. This flooring will never make it to their quoted 25 year lifespan. It is now a safety issue as large chunks of flooring are peeling up with my kids and pets around. I would like an answer to why my floors are peeling under normal conditions and seek full refund for the flooring I purchased as it is extremely uncommon for one set of flooring to have all these issues without there being a manufacturing defect. Please help me get resolution for this poor quality product I was given that is backed by a dishonest claims process.

  Business Response

  Date: 04/30/2024

  AHF is very sorry the consumer is having issues with his flooring.
  
  An inspection of the flooring identified a minor manufacturing issue impacting a few boards.  AHF offered to replace the boards in question, which was refused by the consumer.  Nonetheless, I have reached out to the consumer to see if there is a way to address his concerns.
  
  Thank you.

  Customer Answer

  Date: 04/30/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21567907
  
  I am rejecting this response because:
  
  I have not refused replacement of the few boards they offered to fix (delaminating and core failure boards). I have been escalating my claim with the business because they have not offered repair or reimbursement for the boards that are peeling in addition to those they offered to replace. The business contacted me through email and asked for a copy of the purchase receipt which I provided. I do not want to close my case until they provide a resolution for the peeling boards. Thank you
  
  Regards,
  
  ***********************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 05/06/2024

  The consumer has provided me with additional information regarding his claim and we continue to be in contact concerning a possible resolution.  

  Please let me know if you require any additional information.

  Thank you.

  Customer Answer

  Date: 05/08/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Attached is our agreement between myself and the business. I appreciate their accommodation to my concern. As I sign of respect, Id like to request this is not published publicly on the BBB site, but understand if it is the policy and needs to be posted. Thank you for your assistance in this matter. 
  
  Regards,
  
  ***********************
  
  

• Initial Complaint

  Date:03/28/2024

  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 filed a claim on my engineered hardwood flooring due to peeling and chipping of the finish. My claim was denied based on incorrect cleaning/maintenance. Here's what the inspection report stated word for word :"The concerns with the flooring are due to cleaning/maintenance related issues and locally caused issues.The installation and care guide from the floor and decor website states this product should be routinely cleaned with a Swiffer wet jet. The company stated that was incorrect.The inspection report also states that the damage was caused by dog nails and that is incorrect, there's a difference in dog nail scratches and scrapes versus finish peeling and chipping in awkward areas of the floor. My claim about my floors wasn't about scratches caused by my dogs or wear and tear. my complaint was solely on finish peeling and chipping. I have the same flooring upstairs and in many other areas of my home and those areas have no damage. My dogs walk and play on all floor surfaces.My other concern is that it seems as if the flooring inspector was working in the best entrance for the manufacturer vs being the middleman.

  Business Response

  Date: 04/15/2024

  AHF is very sorry the consumer is having issues with his flooring.
  
  An independent inspection of the flooring did not identify any manufacturing issues.  Nonetheless, please have the consumer contact me directly to discuss his concerns.
  
  Thank you.

  Customer Answer

  Date: 04/16/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21502565
  
  I am rejecting this response because: AHF requested that I contact them directly and there is no contact info provided. 
  
  
  Regards,
  
  ***************************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 04/18/2024

  Good morning.  I have reached out directly to ****************.  A copy of the email is attached.  Please let me know if you require any additional information. Thank you.

• Initial Complaint

  Date:03/07/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Purchased ********* product from a retail distributor during covid. In 2021 had retailer install approx 2300 sq ft. of subfloor and product. Less than a year later, I started to question the integrity of the floor as boards started cracking lenght-wise down the middle. Called the installer, they put me intouch with the distributor to file a complaint. Distributor sent out an inspector. A couple weeks later, they apologized and stated we are sending out a couple boxes of replacement boards to the retailer. They will re-install on our behalf! Excellent. I questioned what would happen in the future, if/when more boards break? They replied, no worries ma'am. Your complaint is filed, its on record with us and within appropriate time frame. Anything related to this matter down the road will be covered. Excellent! Come to find out, a year later 2023, same problem, now covering over 75% of the floor. Not only are boards still cracking, huge 2-3 inch round knots are falling out too. I called the company back. Same process, "due to the size of the job and the fact that we dont have replacement product anymore, can we send another inspector out to determine how to handle this" . Sure! Inspection report is clean. No obvious wear or cleaning issues. Infact, inspector said, if they covered it the first time, its the same issue, its just spreading. It should be covered again. Well low and behold, after almost 7 weeks, ahfproduct support, says sorry!! This is not a product issue, we inspect our products before they go out. What a joke!! Did they forgot they already assumed responsibility last year? Now I have a $30k, less than three years old floor that needs a total replacement and ahf won't stand behind their faulty product. I am floored!! No pun intended! Now, I have to hire an attorney to fight this ridiculous matter! Unbelievable!!

  Business Response

  Date: 03/20/2024

  AHF is very sorry the consumer is having issues with her flooring.
  
  I have reviewed Ms. ********* complaint.As an accommodation to ********************, AHF will refund the purchase price of the flooring ($13,462) in exchange for a release. Please have ******************** contact me directly to discuss this offer.
  
  Thank you.

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

  Customer Answer

  Date: 03/29/2024

  Hello, 

  I have contacted ******************* directly to accept this offer.  He said he would get back to me with a release in a few days and I have received nothing at this point.  This would be an acceptable resolution, however it is still not resolved.  I do have copies of all emails.  

  Kindly,

  ************;

  Business Response

  Date: 04/01/2024

  Good morning.  I received my first email from ******************** on Tuesday, March 26,2024 at 9:55 AM.  I responded to ******************** by email on Wednesday, March 27, 2024, at 6:59 AM, and told her that I would "send the settlement document to you in a couple of days."  On Friday, March 29, 2024, at 7:05 AM, I forwarded the settlement document to ******************** and am waiting for her response.  Please feel free to contact me with any questions.

  Thank you.

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

  Customer Answer

  Date: 04/04/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *******************************
  
  

• Initial Complaint

  Date:10/24/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  We purchased and built our home through **** Homes, ******* installed the floors and AHF is the floor manufacturer. ****** at ***************** originally took the claim information and sent it to ******* to have an inspector come out and take pictures and do a moisture test (*************************).We received a letter back stating the claim was denied and telling us that the issue is not a warranted issue and the manufacturer denied any repairs or replacements. This was very hard to believe being that we have taking good care of the floors and had done noting wrong. We kindly asked to receive a copy of the inspectors report to read but was denied by ************************************* -Production Coordinator THEN referred us to the manufacturer > ******************* ***** - Warranty Manager (at AHF) also denied. We wanted someone to be responsible and take some kind of action to help (no luck) we tried to appeal with AHF and emailed them several times with no answer (they did receive our emails).We had 2 floor companies look at the floors with all saying it was a manufacturing defect.These floors are peeling stain/paint off all over and are bubbled in some areas at the seams (this falls within the 15 year warranty criteria). We have been trying to get the floors repaired/or replaced etc.... for 2 years now through different channels by the book given to us when home purchased and have just been sent from one person to another or just ignored. We have done the proper maintenance/cleaning on the floors by the book. So lastly, we hired our own third party inspector. ***** Floor Service - please review the attached detailed inspection report. We want to settle through the warranty process and simply just want to be able to get new flooring since the current floors are discontinued..... we cannot do anything with them at the time and are in a tough situation, the floors look terrible and they are very dark wood so you can see every defect on them.

  Business Response

  Date: 11/17/2023

  Good morning.  This is ******************* responding on behalf of **********************************

  AHF  is very sorry the consumer is having issues with her flooring.
  
  We have reviewed ************ complaint.  An independent inspection determined that any problems with ************ flooring are not attributable to manufacturing issues.  Additionally, the AHF standard warranty does not cover installation costs in this situation.  Nonetheless, as an accommodation to *** ***, and as she has requested in her complaint, AHF will refund the purchase price of the flooring ($4,194) in exchange for a release. 
  
  Please let me know how we should proceed.  I can be reached at **************@ahfproducts.com.

  Thank you.

  Customer Answer

  Date: 11/23/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *****************
  

  Customer Answer

  Date: 01/05/2024

  *******

  We are confused by the request from AHF for our SSN via a W-9 and possible 1099 tax reporting that we would have to file.  We are not certain this is correct and hesitate providing our SSN and information to AHF with the settlement agreement.  We do not intend to have to pay taxes on this since we are the customer and not a contractor.

  Any guidance or help is appreciated.

  Thank you

  **** and ***** ***
  
  

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

• Initial Complaint

  Date:10/01/2023

  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.

  Purchased **********oak hardwood flooring that is 3 x . The majority of my house is ******* hardwood flooring as I feel it has, in the past, been the most reliable and highest quality hardwood flooring. Purchased 9 boxes of hardwood flooring and allowed for 5-10% waste. Approximately 30% of each box was completely garbage/unuseable. To say that it was unsatisfactory would be an understatement. Some was installed and literally tore out because it looked terrible. The installer was speechless; referred to as expensive firewood. The colour is completely inconsistent. The widths, straightness is not even consistent. Some of the boards were completely warped. The sheen on the boards was not even close. The amount of waste going through 9 boxes was disgusting. I ended up purchasing 6 more boxes just to get the floor completed. When you have 50% of the floor done, you are over the barrel at that point, you either tear it all up or have to bite the bullet and buy another 6 boxes. So basically, I ended up needing 15 boxes where 9 boxes should have been plenty. This is literally, the most frustrating home ownership experience I've ever had to deal with. The final product of 15 boxes for a 9 box job is fine, however, I feel that I'm completely out of pocket for 6 full boxes! Fortunately, the installer was kind enough to not charge me more for the rework. Its very frustrating that this directly hit my pocketbook at no fault of my own. I don't know if ****** hardwood has gone downhill but I would definitely not recommend.

  Business Response

  Date: 10/18/2023

  We are sorry to hear the consumer is not satisfied with his floors. After checking with our customer advocate team, it does not appear we have received any claims from or on behalf of this consumer so we have no additional information with which to respond.

  Based on the receipts the consumer provided, however, it appears the consumer may have purchased the flooring through ************** (***). As per the claim filing instructions in our limited warranty, we ask that the consumer file the claim with THD (the seller of the floor), which in turn will file it with AHF for review and determination.

  If the consumer has followed these steps and has not received a timely response, the consumer should contact our customer advocate team at [email protected].

  Thank you for reaching out and giving us this opportunity to serve you.

  Customer Answer

  Date: 10/19/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  *********************
  

  Customer Answer

  Date: 10/26/2023

  The company was completely unhelpful and shirked its responsibility. I filled out required forms and they ignored emails. How can this be allowed? The BBB was not helpful. 

• Initial Complaint

  Date:12/27/2022

  Type:Delivery Issues
  Status:

  ResolvedMore 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.

  Ordered 1363 square foot of prefinished hickory flooring and the floors leave huge gaps. Had another floor installer come look and said the product is milled bad. Sent photos to the retailer and they said stop installation it looks milled badly. The distributor representative comes out and says that’s normal in character wood. Just to use putty. No where when we purchased the product or on the website or sample does it say 1/8 and 3/16” gaps are normal. Extremely poor customer service left with a crap floor full of gaps to collect dirty and whatever else.

  Business Response

  Date: 01/05/2023

  AHF is very sorry the consumer is having issues with her flooring.
  
  Upon reviewing the facts of this matter, we would like to send a representative to inspect the consumers floor to determine appropriate next steps.  Please let us know if the consumer is willing to allow such an inspection.  If so, we will contact the consumer to schedule an inspection.
  
  Thank you.

  Customer Answer

  Date: 01/12/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I will accept the additional inspector's review of the material.  Depending upon the findings, a follow up complaint may occur.
  
  Regards,
  
  ***************************