Expert: Dave Coil - 5/23/2004

Question
Is the factory rep the same is the manufacturing rep?  The reason I ask is that the installer had their manufacturing rep come out to look at the floors.  Based upon his opinion he said the installers did a good job and that the floor is now "grabbing."  They are now saying that the remaining "un"adhered areas are only hollow spots that should be left alone because they are small in diameter (3-6 inches).  However the spots move when I step on them.  

How do I find an independent, objective factory rep and should these spots be left alone or injected with glue?

Thanks,
Pamela Krakosky    
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Followup To
Question -
I had hardwood floors (strip, engineered wood glued to concrete slab) installed in the dining room, living room, hallway, bathroom and bedroom about 1 year ago.  Over the course of the year, the floor became loose in small areas (3-4 inch diameters) and large areas (2-3 foot diameters).  

On the last day of the installation, I noticed one of the larger areas in which the floor was not adhering.  The installer said to give it 90 days and it should adhere.  Needless to say it never did.  Over the next several months, other areas began to "un"adhere.  The installers came out and injected over 32 holes with over 2 gallons of glue.  In one area that is 3 feet in diameter, they had to drill over 10 holes to inject the glue.

In your opinion and experience, is it unusual or normal for a newly installed hardwood floors to have over 32 holes drilled to inject over 2 gallons of glue?

Please advise.

Thanks,
Pamela Krakosky
Answer -
I would say that is the worst of all the stories I have heard of a hardwood installation.  You are far more patient that anyone I have heard from.   That floor would be ripped out by now if it were mine.   Could have been the wrong adhesive.   I would not hesitate to contact the installers, the saleperson, the store responsible for delivery, the manufacturer etc.  Do NOT ACCEPT this project as completed until you get a factory rep to check it out.  Your warrantee depends on it.   It sounds like it can get worse.

Answer
If you have had a Representative of the flooring company inspect the floor and they are willing to warrantee it in its current condition...get that in writing that it is within the Manufacturers specifications and tolerances for an approved installation.  After you have the paperwork...you can continue to call out for more repairs at NO expense to you.  If it continues to get worse within the warrantee period, you can excersize further options related to "satisfaction"  At some point in the sale the product is "satisfaction guaranteed".  With all the documention, you can, if needed take the issue to the contractors board for a performance issue.  You will need to decide....Is it going to bother me enough to get it right (legal issues included) or will I settle for what I have and live with it.  I takes about 4 months to fight the issue and get complete satisfaction. (a new floor)