• Report: #1160440

Complaint Review: SimpleFloors

  • Submitted: Tue, July 08, 2014
  • Updated: Tue, July 08, 2014

  • Reported By: JGKinNorCal — Burlingame California
SimpleFloors
Nationwide USA

SimpleFloors CFS Corporation 25-year warranty not honored and floor finish failes Nationwide

*Author of original report: SimpleFloors honored their warranty

*Author of original report: A good start - no brainer to honor the warranty

*UPDATE Employee: Trying to come to a resolution

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We floored our first floor with 1000 sq ft of SimpleFloors engineered flooring with a high Janka rating, called Vintage Chaparrel. Within a year, the floor was showing extensive scratching that should not have been possible as all furniture was felt-covered.  We had a floor finisher take a look and say that it could not be repaired.

SimpleFloors insisted that we use for and pay their inspector - which we did.  The inspector, Libby of Floorschool, came to our home and did an extensive inspection of the floor.  She found the finish failed both in furnished and unfurnished areas.  She documented her inspection in a report and in photos which she sent to SimpleFloors HQ.  After a review, SimpleFloors agreed to honor their warranty and replace the materials, but not the labor. We held off until we could afford the time and money for the replacement. [continued below]....

.....

We went to fulfill the claim last month and the SimpleFloors franchise saw that we had an approved claim but needed HQ to give the dollar amount.  HQ decided they wanted to re-open the claim and subsequently are disagreeing with their own inspector and claiming that the failure of the finish throughout my entire first floor is due to non-covered wear and tear.  This is not how one honors a warranty.  In fact, the problems with Vintage Chaparral were pervasive enough that SimpleFloors stopped carrying the product. 

To approve a claim and then rescind it is extremely poor business. I am left with few options outside of presenting my evidence to the court and having an legal decision rendered compelling this company to honor their warranty and their product.


This report was posted on Ripoff Report on 07/08/2014 11:19 AM and is a permanent record located here: http://www.ripoffreport.com/r/SimpleFloors/nationwide/SimpleFloors-CFS-Corporation-25-year-warranty-not-honored-and-floor-finish-failes-Nationw-1160440. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
2Author 1Consumer 0Employee/Owner
Updates & Rebuttals

#1 Author of original report

SimpleFloors honored their warranty

AUTHOR: JGKinNorCal - ()

After further review and investigation, Simple Floors honored their warranty and worked with us to select flooring that was hard enough for our home with our kids, furniture and dog. No legal action was required and the issue was resolved to everyone's satisfaction. We are enjoying our new flooring and receive compliments frequently on its color and quality.

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#2 Author of original report

A good start - no brainer to honor the warranty

AUTHOR: JGKinNorCal - ()

The company is currently investigating - but the question of if the product is theirs is a non-starter.  The question is only if the company will honor their warranty AND their previously approved claim.

The order number, provided to the company is, SF102712SO.  The product was purchased in the San Francisco company store that is now a franchise. Like many home improvement projects, it was purchased by the contractor.  We have the contractor's contract and the billing history.  At the end of the day, it's a unique product and there's no question of its manufacture.

The inspector, that the company asked us to use, identified the product, in her report, as Vintage Chaparrel in Sour Gum - a product manufactured and sold ONLY by SimpleFloors.  Similarly, the contractor specified the product they would be buying in the contract.  We also bought the Brazilian Walnut from Simple Floors, but that's a much more generic product than the product in question - the Vintage Chaparrel Sour Gum.

The company has the order number and has information regarding what we paid for the materials.  The materials have a 25 year guarantee on the finish. Our only request was that the warranty be honored and that replacement flooring be delivered to our home - and we would swallow the cost of removing the failing floor and installing new flooring.

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#3 UPDATE Employee

Trying to come to a resolution

AUTHOR: Simple Floors - ()

Simple Floors is trying to work on a resolution for this person's issue, but they not able to provide the receipt of their purchase. Nor is there any record of this person ever purchasing from Simple Floors, their name is in the system but there are no transactions. After several back and forth communications with this person, they are now indicating someone else purchased the flooring on their behalf. However, this person's name nor their company name is in our system. Simple Floors does want to investigate and take care of the flooring if there is a warranty issue, but we will need to work with the original purchaser to come to a resolution. 

Once we have the original receipt information we will be able to identify the product which was purchased and the amount of the purchase, Simple Floors will be able to assess the replacement value of the floor, and provide the original purchaser a claim credit in its system under the original purchaser's customer record to be used for any replacement products. 

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