Complaints

This profile includes complaints for Vermont Wide Plank Flooring, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Vermont Wide Plank Flooring, LLC

  112 Hardwood Way Brattleboro, VT 05301-2952

  
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  Vermont Wide Plank Flooring, LLC

  PO Box 131 Brattleboro, VT 05302-0131

  

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:02/07/2023

  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.

  We placed an order with VT Plank in June 22 for 400 sq ft of eastern white pine flooring. We received it in Jan. 23. They were having issues with their finishing vendor. They switched to a production team in-house before our floor was completed. The quality of the finish we received seems rushed and is sub-par. Our wood floor installer with 20+ years of experience in the industry was greatly disappointed by the finish quality, and it lead to many issues upon install. The floor was not properly sealed. He said a pine floor should have at least 3 coats of finish min. and that is a gold standard. We need to have another coat of finish applied to the floor to ensure its stability. We have relayed this information to VT Plank and have requested to be refunded for $700 to cover adding an additional coat of finish. They responded and said that they are unable to refund us because to achieve the look we approved there are 2 coats of stain, and its sealed with 2 coats of finish. This is where I have an issue. We did not receive in writing on our final invoice, any email communications, or on the samples we received that this was what was being applied to our floors. The detailed stain/finish information that were applied to the samples was absent. It only showed the type of sheen and stain color. (see photo of approved sample) Because I dont have what was applied to my floor in writing anywhereI dont know if the finish was botched during their finish team transition or the finish information I was given is false. To reiterate, I dont have any written record of what was applied to the sample I approved. With no evidence of this information; the sample could have had a different finish, and the company could have put whatever they wanted on my floor. Ultimately, our professional installer confirmed that the finish quality we received is considered unacceptable in the industry. That is why I am seeking a refund to have another coat of finish applied.

  

  Business Response

  Date: 02/07/2023

  We reject this customers claim. Their product was produced and delivered exactly as ordered.

   

  Below is our response sent to customer moments ago via email:

   

  Hi *******, this is *********************** - I own and run Vermont Plank Flooring along with my father, *********
  
  
  First, I'd like to apologize for the confusion regarding the finish on your custom flooring -- you indeed bring up some good points around our communication of the products used.
  
  
  I want to push back on your concern that ****, or anyone else here, was misleading or disingenuous about our process and product. This is a family-run business, and honesty and integrity are a cornerstone of everything we do. This is true up and down our organization.
  
  
  You selected our "Londonderry" finish on Eastern White ***** This is a 4-coat finish. The products used for each coat are below:
  

  1) Mixture of 2-parts ***************** Sealer & 1-part Minwax Golden Pecan Stain
  2) Mixture of 2-parts ***************** Sealer & 1-part Minwax Golden Pecan Stain
  3) Vermont Natural Coatings PolyWhey **** Matte Finish
  4) Vermont Natural Coatings PolyWhey **** Matte Finish
  

  This is the exact formula used to finish your Approved Control Sample, as well as to finish your actual flooring. The process was not rushed, and it was certainly not subpar: it exceeds industry standards for finishing, and is a robust and resilient finish.
  
  
  As you know, Eastern White **** is a soft floor, and is prone to dinging and denting, which is part of its look and character. While the finish we used is extremely durable, it will not protect the floor from denting, and additional coats won't do that either.
  
  
  We don't offer options for amounts of finish. Our finishes are formulated to meet or exceed industry standards. These are tried and true, time-tested formulas. There is no difference between approving the color and sheen of your finish, and approving its "application" -- they are the same thing. Changing any element of the recipe would change its appearance. 
  
  
  We make extraordinary efforts to ensure that our Sample shop and Finish shop are in lockstep. The entire point of your signed control sample is that you are signing off on the exact finish of your final floor -- which protects both of us. If you'd like, you can read more about this in our Warranty & Purchase Agreement.
  
  
  It seems there is some confusion with your installer, who I see is copied on this email. If they still have questions or issues, we would be happy to speak with them to better explain our process.
  
  
  
  Sincerely,
  ***********************

  Customer Answer

  Date: 02/07/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

  Customer Answer

  Date: 02/08/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

   

  While ******* points are valid, I still did not receive any of this information while purchasing my floor. And no one has given me any documentation (still) that has my order and that thorough information declared on it. Which comes off as deceptive to a buyer.
  
  
  I also dont see that information on their website for prospective buyers either. I feel blind sided and would have taken this information and run it by a professional (had I known it even existed). Because then I would have been able to make a proper assessment of what I was actually purchasing. In this case that information was withheld both on their website and in all my prior communications with their team. As an honest company, their finish formula should be shared with prospective buyers so they can make informed decisions. That would be like selling someone a car without showing them what is under the hood.
  
  
  As far as my finished product not being rushed; I can only take that at face value. There are other variables that occurred in-between the time our floor was finished and completed. I was made aware that a third party finishing team was replaced by a pre-finishing production in-house to be done by your team. What are the credentials of your team to have taken over the finishing? Why was the other company much slower? Were they more thorough?
  
  
  I am also well aware of white pines softness. We knew overtime there would be dings and scratches. But our installers knee shouldnt be denting the floor if it was sealed properly. And *****, our installer, is also a small family owned business with many years in the industry. He operates on honesty and calls things like they are. I would not be having this conversation if I wasnt alerted by my installer of the issues he saw. It wasnt just the lack of finish, there were boards that were unevenly finished and random drip marks on some of the planks. 
  
  
  I am willing to except a partial refund based on my previous request to have our floor coated with another layer of protection. This feels fair, honest, and the respectable thing to do based on the poor communication from sales, the lack of transparency on the product applied on my floor, and some of the sub-par planks we have that dont match the high quality VT Plank is describing. 
  
  
  Respectfully, 
  ********************************

   

   

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

  

  Business Response

  Date: 02/09/2023

  Hello *******, thanks for your response.
  
  We take pride in providing a best-in-class, made-to-order, by-hand product.
  
  Our floors are installed in some of the finest homes, museums, and businesses in the country. If there is ever an issue, we stand behind our products 100%.
  
  We do not, as a matter of course, share our proprietary formulas with customers unless we're asked. When we are asked, we're happy to do so. You've certainly had the opportunity: we've been working with you for 9-months, sampling different finishes, sheens, and so forth.
  
  Nothing was "withheld" from you, and we would have no reason to do so: we use top-of-the-line products with processes that exceed industry standards.
  
  I've previously shared with you the precise products and processes used for finishing your floor. If you'd like, I'd be more than happy to send you a revised invoice that says the same.
  
  Here's a quick recap of events as they unfolded:

  
  -When you received the floor, you emailed us that the planks were beautiful. 
  -Your installer apparently dinged up the flooring while installing it.
  -He then informed you he had done so because the floor must have only two coats of finish, and that he would charge you to apply another coat.
  -The floor had already received four coats of finish, and no amount of finish will prevent an Eastern White **** floor from denting.
  -We have repeatedly asked to speak with your installer to address the confusion, to no avail.
  

  Our Head of Finishing was in charge of finishing at Carlisle flooring for over 20 years, and the artisans in our shop are both talented, and experienced. Your suggestion otherwise is baseless and offensive.
  
  You acted unilaterally, based on the opinion of your installer, without discussing your concern with us first. Had you done so, we could have cleared up any misconceptions.
  
  Again, if ***** would like to reach out to us, we'd be happy to discuss further, but we cannot reimburse you for the course you took without our consult.

  Customer Answer

  Date: 02/09/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

   

  Hello,

  Thanks for another follow up message. While it is fair for you to claim that your company provides "best-in-class products", I am allowed to have an opinion based on my own eyes and feelings. It is also irresponsible and (respectfully) arrogant to assume that you will always 100% be right and your finished products will always come out perfectly. People make mistakes. And while I'm sure you've installed your floors in the "finest" homes, we've also never experienced a pandemic with drastic changes in both the economy and work force. Those factors alone could cause a shift in any number of things (including quality). 

  I defer to my last message as far as knowing your finish formulas. If someone is not well versed in the flooring industry they would not know to ask those types of questions. So your point is rather moot. And your website also does not describe your formulas as being "proprietary". You have other reviews that have complained of a similar issues. Which only enhances my prospective that you are not very transparent about what is actually applied to customers floors. And instead of taking this feedback and applying it towards your sales practices, you refuse to receive constructive criticism to better your business. This is what separates a good business from an excellent one. And while you point out that you've been working with us for 9 months, our email communications stopped as soon as our sample was "approved". They stopped sometime back in July of 2022 and only picked up again when our floor was repeatedly being delayed around September and November of 2022. I would also like to point out we only had two ************ of "sampling". So this was not a lengthy process. It was completed probably within a months time. To keep things accurate. That was also around July of 2022. To clarify, for the record, we have not been communicating or reviewing samples for 9 months. 

  Again, saying you did not withhold information from a costumer is purely based on your own opinion. When a disgruntled customer tells you they feel like they had information withheld, this is where listening and taking that feedback in would apply. And just to be accurate here, VT Plank only shared their "precise formula" on Tuesday, February 7th 2023 at 3:32pm (email time stamp). So this information was not "previously shared" during the sampling process. It was shared after a formal complaint was made on the BBB website. 

  Thanks for offering to correct your mistake, but a signed invoice should not be edited after the fact to cover up for poor communication on the customers behalf.

  As I've pointed out previously, the issue is that customers (like myself) are receiving samples without detailed information and are not openly being offered that information. Hence, it coming off as deceptive. Which I am allowed to think and feel. And that is only part of the problem. 

   

  And here are the facts: 

  1. VT Plank has admitted that my invoice does not show in detail what was applied to my floor; and since this information is not available anywhere else it could be considered hearsay. 

  2. Saying something is "beautiful" does not imply it is of great quality or lacking integrity when viewing it under the microscope of professional quality. Just to be clear. 

  3. I can't speak on behalf of what my installer did or didn't do to the floor, just like you can't claim to know the condition my floor arrived in unless you hand pick and review every single plank that leaves your facility. 

  4. I have encountered many contractors in my journey to have my new construction project completed and every single one of them will tell you to do something differently to achieve the "best" quality. Your opinions are hearsay. What isn't "hearsay" is physical evidence of a poor finish job. And we have already discussed that there is no written evidence prior to submitting a complaint of what was put on my floors. If this is not documented anywhere that my signature was added, I have no validity into the claims you are making. 

  5. Any statement made about how many coats you applied is also moot because that is not what is reflected in the physical product. Parroting this response does not change the fact that a customer has reached out to you with a complaint and their installer has backed this up. 

  6. To be clear, I have only received one message that directly stated in writing that VT Plank would like to speak with my installer (not repeated requests). That message was received on February, 7 2023 at 3:32pm. That is a falsified statement that would not be backed up by any email receipts. A true statement is that I have not directly been asked for my installers contact information. Another true statement would be that I have had my installer CC'ed on my very first email to VT Plank ************************************************ This initial email was sent on Feb. 1st, 2023 at 4:05pm. ****** even pointed out that he could see that my installer was copied in the email. I did not receive any indication that VT Plank had reached out to him directly either. 

  7. I will repeat myself again here...it doesn't matter who you are, nothing and no one will ever be 100% perfect at all times. Which is okay. But what is not okay, is overlooking a customers complaints and deflecting that complaint back onto them because you don't feel like that is accurate. Your goal as a business owner should be to give high priority to every single customer's satisfaction. Whether you agree with how they feel or not. In this case I am not reaching out on a whim or relying on my feelings. I had a professional just shy of 10 years from your experience voice concerns about the quality of the floor I received. 

  8. I don't appreciate being framed in a way that implies I am making loose claims. As someone with 0 experience in the wood or flooring industry, I would naturally rely on an expert with 20 years in the business to give me an accurate assessment of the floors. Our floor sat for multiple weeks bound in straps and paper dividers due in part to your company's insanely long delay in shipments. We had to push out our install date multiple times because of this. I would not have had the time or ability to move the planks and analyze them prior to install. I assumed a business with 30 years of experience would have provided me with great quality planks. The installer was the first person to see each individual plank of wood. And he immediately informed us that the finish on the planks were not all uniform and did not appear to have a solid finish applied to them. The very first concern I had was brought to VT Plank's attention in an email where I CC'ed my installer on Feb 1st, 2023 at 4:05pm. And because I was never given the formula details, there would have been no way for my to approach you first. I as the customer would not know what to bring to your attention "first". How would I be able to discuss any concerns if I did not install the floor and do not have the expertise in that area? That statement is defunct. It also took your team multiple emails before I learned what the actual formula was.

  9. Lastly, as you are aware ***** has been CC'ed on a majority of my communications. And since you have not asked about communicating with him directly (rather just leaving the ball in our court), you would not be aware that he has intentions of reaching out, but he has not had the time to do so due to his tight working schedule. I'll remind you that he is also a small business. In fact, he still hasn't replied because he was in my home today (2/9) applying another coat of finish to make sure our floors have the integrity that appeared to be lacking on various planks. I will make another request for him to follow up, which he has always intended on doing. 

  This is his email address: ********************************************* 

  This his is business number: ************

  As stated above, as an uninformed customer, I would not have the know-how or bearings to bring an issue to your attention without the guidance of an experienced installer who works with this type of wood all of the time. So your excuse for not being able to give a refund due to how I "handled" my situation is falsely saturated in (respectfully) ignorance on your part. There are no misconceptions to be had because your words do not match what is in the current physical form. In laymen's terms, your product did not exhibit the quality your are describing. With or without any "misconceptions" in-between.

  I'll repeat again, I am willing to accept a partial refund. I will remind ***** again to reach our to share his concerns with you. As you are aware your flooring delays have greatly delayed our construction project and were a great burden on the logistics for our project. 

   

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******