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tomsides

08:05AM | 02/17/14
Member Since: 02/17/14
1 lifetime posts
Bvflooring
We purchased 550 sq. ft. of Bellawood engineered Brazilian teak (Cumaru) in Dec. 2013. It was delivered about a week before Christmas and installed on New Year's Eve. We used an installer recommended through their Customer service dept. The installers are a family run operation, in business for 28 years, so pretty professional. They opened the boxes at each end, and left them in a bedroom on the 2nd story. We live in central San Diego, CA, known for year-round moderate weather. This "Winter" the temps range from 55 at night to 75 in the daytime. The heating system was set to come on at night, 65 -68 degrees. The house was unoccupied at the time, but we were there daily, working on it. There are no moisture problems (verified by the "independent" inspector) in the plywood subfloor or other areas of the house.

After a day or two, I noticed one board had cracked. After a wee or so, about 20 cracked. Called the installer and Lumber Liquidators. Filled out all paper work and e-mailed it to them w/ photos.
They said they'd contact us a few days later. Called a few days later after not hearing. These people at LL Cust. Service must be min. wage employees. They just field the calls, file a report, and forget you. BAD customer service.

I called again to speak with a supervisor. He didn't even look at the file in the computer! "So what's the problem your having?" They apologize for the inconvenience, (as if that does anything to help!), but end up telling you they'll register your complaint and pass it on. This is TERRIBLE customer service. You call and leave messages, no one returns them unless you kick up a storm.

LL sent an "independent" wood expert to inspect the floors (of course, if he wants to get hired again, guess who he's going to blame? --- you, the customer!) We answered all his questions and pointed out that we had called right after the wood was installed to get more to do the stairs and closets, but 3 different stores reported that this wood was defective (two of them specifically told us about the cracking!) and that it had been withdrawn from stock, because of the defect. They didn't know when or IF they would get it back.

Reported this to LL CS rep,, he rep[lied that he had no such information. When I pressed him to tell me who he asked, he told me he had only sent sent an e-mail to LL "Quality control" department who replied that they had not heard of this issue. Not surprising, since there seems to be a total lack of communication (or maybe it just a lot of "CYA" covering up of internal company mistakes?) in this company.

Of course, the "independent" inspector failed to include any comments or photos of the wood that had NOT been installed which also cracked. This wood was unpacked, and has been sitting inside the house since delivery. So, failure to follow "recommended" installation procedures, "uneven" floors, or moisture problem, are obviously NOT the cause of the cracking. Seems like they try to nail you on every possible reason ("moisture problems in your floor), and when that fails, they come up with another, ("did you notice the floors aren't completely level?). or They DIDN'T remove the plastic banding around the cartons after delivery? (I checked LL website, and it SPECIFICALLY tells you NOT to remove them while acclimating the wood.)

Posted a negative comment on LL's website a few weeks ago. Not only have they removed the comment, but they have also TOTALLY removed any links relating to their engineered Cumaru (Brazilian teak). Even when they're out of stock of a particular wood, they still advertise it and tell you to look for it at your local dealer. Something's fishy with this whole engineered cumaru issue at LL, and it smells of a cover up! Anyone else having problems with this product. Our next step is to sue ion small claims court as we're losing money on our rental unit. Or possibly, dispute the charges with our credit card company and claim a refund.
Don't do business with these crooks. the warranty means nothing at LL.
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BV003155

09:08AM | 02/19/14
Very sorry to hear you have a problem with the floor. The warranty requires LL to conduct an investigation gathering the forms you mentioned, photos, samples (if needed based on the review of photos) and a third party inspection as the warranty may require before the manufacturer will accept the charge back. The process is not at all unlike other trades in the construction industry so the idea your comment suggesting we "pay for results to be in our favor" is unethical and untrue. I would be interested in knowing who you are so I can personally review the case to include the chain of events where you reached us and someone served you. There are always two sides to every story and I'm thinking there's a lot missing here because the process is more involved than what you've described in the posting. In the end we want to help you with the problem, but we're not in business to cover shortfalls of paid contractors and if he / she failed you in some way maybe the postings more appropriately directed towards their failures that created the problem. I know from many years of experience we hear the comment "My contractor has 25 years of experience". That may be true, but it's not 25 years of flooring experience, rather a deck one day, a fence tomorrow, and a roof next week. True flooring contractors have all the right tools, trade experience, know the ins and outs of flooring and keep up with industry changes. BIG difference! Write to LLresponse@lumberliquidators.com and provide me with your sales order number, or name so I can look into this for you.
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