Beautiful quality wood

I have the Burgundy hardwood from Sonoma collection and I love it. It looks amazing, holds up to heavy traffic and even water (have it in kitchen). I couldn’t be happier!!
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ID
#1192137 Review #1192137 is a subjective opinion of poster.
Product
Lw Flooring Hardwood Flooring
Reason of review
Good quality
New Reviewer

GLUE PROBLEM

I HAVE BEEN IN THE FLOORING BUSINESS FOR 40 YEARS AND NOT FOR ONE SECOND AM I LAYING BLAME ON THE INSTALLER HAVE SEEN THIS HAPPEN MANY TIMES WHAT HAS HAPPENED IS THERE ARE AREAS WHERE THE INSTALLER DID NOT APPLY ENOUGH ADHESIVE SO WHAT YOU HAVE TO DO TO SOLVE THIS PROBLEM IS FIND THE AREAS THAT ARE MAKING A POPPING AND CRACKING NOISE AND TAKE A SMALL DRILL BIT AND DRILL HOLES THEN TAKE A SYRINGE BIG ENOUGH TO HOLD GLUE AND INJECT SOME EXTRA GLUE INTO THOSE AREAS AND THEN PLACE SOMETHING HEAVY ON TOP UNTIL THE GLUE SETS THIS SHOULD SOLVE YOUR PROBLEM SINCERELY BILL MACK NG FURNITURE & FLOORING OUTLET 5216 AIRPORT FRWY HALTOM CITY TX 76117 STORE #817-744-**** CELL #469-443-****
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1 comment
#1487655

How can it be blamed on the Flooring when the installer did not glue properly?

ID
#885290 Review #885290 is a subjective opinion of poster.
Location
Hurst, Texas
Service
Lw Flooring Flooring Installation
Reason of review
Bad quality

Poor *** Chinese Hardwoods - DO NOT BUY

We went to remodel the floors and spent $25,000 redoing about 3000 square feet of floors in our house. We purchased from Prosource in Clearwater. (A Florida chain) They recommended a Hickory hardwood that they get from China. I was apprehensive about getting something from China but they assured me it was quality and a 1st rate product (not seconds) and that they have literally installed "100's of thousands of square feet of it." (I have the email) It also came with a 50 year warranty. They were installed in early June. From the moment we could start walking on them they have been a complete nightmare. They snap, crackle, and pop. This has started what has been a miserable ordeal of trying to get resolution on this with a series of lies and deception. The store to try and not warranty the product does EVERYTHING they can to pass blame on the installer. Our installer is a 20 year veteran and was a certified installer for Lowes for 6 years and has many industry certifications. The store sent out a inspector who was there for 30 minutes, falsified his report by saying he took moisture readings (which he did not - we have 2 witnesses) and then blames the installer and says the manufacturer is not responsible. So we push for second inspector. Second inspector is VERY credible inspector who has been in the industry for a long time and serves as an expert witness in courts. He states in his inspection that it is 100% the wood. We have bowed samples all over our house. So then the store says they need to get third inspection because there is a tie in the blame. (1 for installer 1 for manufacturer) Third inspector blames installer because he says our installer did not use a roller. Although, if you look in the instructions on both the glue and the flooring NO WHERE does it say to use a roller. The manufacturer claims they do 15 million a year in hardwoods. We also found out from an employee at the store that this HAS happened to other clients. It's a known issue! They try as hard as they can to not have to replace it and place blame elsewhere. We have 27 spots in our floors that we have identified. When you walk on it, it cracks and pops all over the place. The whole experience has been a sad costly $25,000 tribulation with no resolution. Don't believe that 50 year warranty because it doesn't mean ***. Trust me!
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5 comments
#1302507

The following response is being provided to address any potential concerns regarding the product quality or customer service standards of LW Flooring, primarily regarding the concerns brought forward by Mr. Justin Campo:

Mr.

Campo, a homeowner and consumer, previously filed a lawsuit against LW Flooring, our customer and the installer which he independently contracted for installation of his floors in the Fall of 2016. On Feb. 20th, 2017, Mr. Campo filed a voluntary dismissal of this case and has acknowledged that his claims against the quality of LW Flooring's products were unwarranted.

Per Mr.

Campo, the popping and cracking sounds in the floor have been addressed and repaired as suggested by professionals. The repair was completed by drilling a small hole in several planks and injecting adhesive to fill the void between the flooring and the subfloor which was substantially uneven and lacked the proper amount of adhesive from the original installation.

As a result of this incident, LW Flooring will strive to create awareness for our current and future customers, and additionally their consumers, of the importance of working with certified and professional flooring contractors. Mr.

Campo agrees that selecting the incorrect flooring contractor ultimately led to the issue occurring in his home, not a product defect.

It is our goal at LW Flooring to uphold the highest standards of customer service and provide all users with flooring they will be happy with for many years.

#1055498

Please visit webpage below for more details of this full story. It is the same message posted on various boards.

http://www.hardwoodflooringtalk.com/forum/post54964.html#p54964

#1032939

This serves as a response to the homeowner, Mr. Justin Campo.

On June 9, 2015 LW Flooring received email communication from a member of Prosource of Pinellas regarding claims of “tapping” and “delaminating” of recently installed 3/8” Engineered flooring.

Communication continued between an LW Flooring representative and the member of Prosource which resulted in Prosource requesting an inspection to be scheduled by LW Flooring. The request was processed immediately by LW Flooring and the inspection was scheduled to take place on 6/16/15.

The first inspection concluded in no evidence of delamination of planks and no manufacturing related concerns indicated in either the wood or the adhesive. The findings of the report also mention discovery of several hollow spots throughout the floor which are suggested to be a result of an unlevel subfloor.

Upon receiving the first inspection report, the homeowner's installer scheduled a second inspection. It is worth mentioning that LW Flooring has received inadequate report information in the past from the individual who performed the second inspection. The second report clearly states no evidence of delamination yet still concluded the issue to be manufacturing related without sufficient supporting

information. After reviewing pictures provided on the second report, including pictures of what the inspector claimed to be “adequate” bonding between the bottom of the plank and the adhesive used by the installer, it was confirmed by the adhesive manufacture that enough glue was not transferred to the flooring planks during installation.

Therefore, the issue was again believed to be an installation related concern and not a result of defective material. LW Flooring requested additional information and a third inspection was expedited by Prosource of Pinellas. The third inspection also found no evidence of delamination and incorrect adhesive application. The conditions of concern were determined to be installation related in the third report.

The homeowner later submitted a fourth inspection report which included test results for mold and formaldehyde levels and Mr. Campo seems changed his original concern from crack and pop of the floor to other issues like Formaldehyde level. The report states installation related fault for the initial issues presented by the homeowner and formaldehyde levels within acceptable industry standards. Centek Laboratories recorded formaldehyde levels were labeled as “ND”; “Not detected at the reporting limit”.

The report provided which pertains to mold fails to note if the mold is living or has been previously treated during production which would prevent the regeneration of the substance based on APA(American Plywood Association) documentation.

LW Flooring has remained involved in this process since the first mention of concern in order to provide a quick investigation of the issue at hand. Based on the findings of several reports, we feel the concern is installation related and continue to stand behind the integrity of our products.

#1184770
@Clea Dls

Often when the homeowner is dissatisfied with the installation, they will go after the manufacturer who is never on site and therefore never able to defend the integrity of the material. That is why the independent inspectors examine the issues and submit a full report.

It's laughable that a homeowner suddenly thinks they are a qualified installation expert.

The flooring clearly was not properly installed. Anyone in the flooring industry can assess that based on the above information alone.

#1032903

[IMG]http://i59.tinypic.com/ac77sk.jpg[/IMG]

Above is a link to the inspection of the floor in question. Take it to any installation professional and they will tell you the following:

The bubbled glue is proof that the installer allowed the glue to sit too long prior to laying the wood.

Those bubbles hardened and that's what you hear cracking when walking on the surface.

Note that much of the back of the boards pulled up don't even have glue adhered! Again, this is because much of the glue had set rendering it useless.

While no one desires to see someones flooring project experience problems it is clear that the actual wood has no material issues.

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ID
#677864 Review #677864 is a subjective opinion of poster.
Location
Clearwater, Florida
Cons
  • product
Reason of review
Warranty issue
Loss
$25000
Preferred solution
Replace Floors

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