Complaint Review: Galleher Flooring

My wife and I are retired and live alone with three house-trained dogs. We purchased a new home and wanted to replace the existing carpet with wood plank flooring similar to what we have in our summer home. A representative here in Phoenix, AZ from Star Floors recommended GemCore-by Reward, Onyx Collection Manchester, vinyl plank flooring distributed by Gallaher because he said it would be a waterproof, superior alternative to traditional wood plank flooring and that it would provide commercial level scratch resistance. 

About three weeks after installation, I moved one of our two Lazy-Boy recliners over a few inches and noticed scratches on the new floor.  Checking the other recliner, I noticed the same under it as well. It should be noted that the feet on the bottom of our new recliners feature built-in nylon glides. There is simply no reason that the floor should have scratched. However, these did not protect the flooring from scratching simply from us sitting in the recliners while we watch TV in the evenings. Unfortunately, we had this product installed throughout our home and are extremely angry and disappointed.

I immediately contacted the retail installer (Star Floors)who came and inspected the scratches and in turn contacted the manufacturer.  However, this manufacturer refused to make any accomodation and refused our warranty claim. 

The following false and misleading statements are verbatim from the manufacturer’s own website:  

“Onyx offers the beautiful look and feel of wide plank hardwood flooring on a body that can survive the most challenging interior environments.  A heavy duty surface, adhered to a 70% stone sublayer provides a significantly greater level of protection for areas including homes with pets, commercial areas with high traffic and rentals.  Mineral-enhanced finish provides an extreme layer of durability proven to resist shoe scuffs, kids toys and even pet claw marks.”