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Business Profile

Hardwood Floors

AHF Products

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hardwood Floors.

Complaints

Customer Complaints Summary

  • 12 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:11/21/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    3/18/2021 I purchased AHF flooring from a local retailer. I want to start off first by saying the retailer I do not believe is responsible. They did not manufacture this sub par product. Immediatly after installing this product I had doubts about the longevity. The click and lock system seemed very brittle. Fast forward not even 6 months, the floor laminate started to peel. Then over time until May 4th 2022 I called Hoods, the retailer for the start of a warranty claim because it started to buckle. So AHF sent out a represenative from ****** to inspect the floor and after about 4 months we got a report saying our claim is denied, but the letter was dated months prior. I called to dispute the claim and the only thing they are saying is "I need to hire anohter company at my cost to come out and inspect and state the product is failing. I am not paying for the cost to have an unbiased opinion state that my year old floor is buckling, peeling, seperating. It doesnt come clean very well. It feels cheap to the foot. I just want my money back and only money back. Ive been told there were no issues reported with my batch of flooring I received, but what if I am the problem with the batch? We specificaly chose AHF - ***** LVP floor for the quality behind the brand name but it just clearly isnt here. I do not feel Im responsible for eating $1900 because they wont stand behind the product. This has gone on for too long and I keep getting the run around.

    Business Response

    Date: 12/13/2022


    AHF is very sorry the consumer is having issues with his flooring.

    Upon reviewing the facts of this matter, it is noted that the consumer installed the floor himself and used an LVT pad.  The flooring product purchased by the consumer comes with an attached pad.  Using an additional pad causes deflection, which basically means the floor moves when walked on.  This leads to lifted ends and edges and explains the buckling that the consumer claims he has experienced.

    Additionally, the onsite inspection conducted indicated that the floor is not level.  The installation instructions explain that subfloors should be flat with 3/16 in 10 or 1/8 in 6.  It appears that the consumer failed to properly level the subfloor before installation.  This is also contributing to the problem.

    As a result of these installation issues, the floor is not level and is moving, which has led to the floor separating and chipping. 

    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 clearly 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.

  • Initial Complaint

    Date:11/03/2022

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    [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 but would like the claim sent to a retailer of my choice that deals with your supplier tho

    Regards,

    ***************************
    water being left on the floor, not sure how when I don't use water but their reccommended BONA products. I have already replaced numerous boards in different areas where the finish had worn off but now Im out of boards and they can't supply, I was willing to pay for another box.. Everyone gets the same response from them water, furniture dragging and pets. Are we to install their flooring and not have people or pets walk on the floors or spills. Their inspector was here 10 minutes max. Once I sent them my report, their answer is no longer moisture on the floor, because my inspector measured all that, they are now claiming Im dragging furniture, but where the finish is off there is NO furniture pkacement in those areas. If these people are going are not going to stand behind the warranty then they should stop selling flooring.

    Business Response

    Date: 11/07/2022

    We are sorry to hear you are unhappy with your flooring.

    After further review of your claim, we are able to offer 812 square feet of replacement product for you to have installed. Our limited (standard) warranty provides labor for the first 5 years; as its almost 10 years since install, labor is no longer included.

    If the provision of replacement flooring is acceptable, please let us know, and I will have one of our Customer Advocates reach out to you to process the claim. Please be aware, we no longer have the Century Farm Collection, so our Customer Advocate will work with you to find a similar replacement product in style and price.

    Thank you for the opportunity to respond.

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