Complaint Review:
Lumber Liquidators
Lumber Liquidators DEFECTIVE Warping Wood...even worse customer service. Warranty is a JOKE! indianapolis Indiana
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dar —
Carmel Indiana USA
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Thu, September 29, 2016
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Thu, September 29, 2016
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michigan road
indianapolis, Indiana
USA
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My hubby & I purchased some rather pricey solid Hickory wood for our 2nd floor hallway in November 2015. BAD experience from day 1!! LL offered to install it for us initially quoting approx. $600 due to small size of project. When we had them come look at scope and provide written estimate, new quote was over $2,000 to install! Please note, it took us 4 calls and over a month to get them to come to home for written estimate. Waste of our time all along!) Our measurements of 135 sq feet. were accurate, there was nothing unusual about hallway, just the manager that quoted us $600 "forgot" to mention all the other fees with their installation. TOTAL bait and switch right from the start! After wasting enough time trying to work with them, we hired our own professionals to install. Given all the wasted time delays, wood was able to sit in our home "acclimating" for over 2 months. Yet, when installers were able to work on project, they ran into numerous problems with wood not fitting at all, said the milling was 2nd rate cuts at best and found many cuts that were not even close to straight! We tossed out all wood that appeared to be causing problems, and purchased 2 additional boxes to complete project (note, only had to purchase 6 boxes originally...this was a 33% defect rate!) Finally completed installation by March 2016. By early July 2016, we noticed some noises and creaks when walking on floor, even more hours AFTER walking on floor. By the end of July the floor was completely uneven, walking on it was wavy feeling & the noises had gotten almost unbearable. The Pops, cracks and downright loud banging noises would occur hours after someone walked in hallway. We could hear the loud pops from our basement 2 floors down. It actually sounded like a row of firecrackers had been lit up. The wood had buckled completely at every single side joint! Verified installed right, enough gaps left on every outer edge, proper moisture barrier installed, never cleaned with water, no pets or children in home, no water anywhere near or around our house, windows always shuts with A/C on, hallway hardly even walked on...there was NOTHING that could cause the warping of the wood in our home. Nothing was done incorrectly at installation either... Reported to Lumber Liquidators as still under warranty. Got complete run around from the start.... after 5 calls, was able to filed claim and told they would come out to see hallway. No one ever came out, but they asked me same questions, had me fill out same questions in a form several times, all geared for looking for something to deny my claim on!! Weeks later received written letter on results of their "investigation". Rejected our claim saying poor installation as I had not provided them the humidity ratings of our home before installation. Claimed that the home must still be too humid for this wood . Further went on to say that warpgin and buckling of wood is a natural occurrence of wood that enhances it's beauty!!??? Their ONLY guarantee on the wood is that the sell pure crap and their warranty claims WILL be denied. I do not believe this wood was cured or treated correctly. NO wood should buckle at every seam like this, and no other wood in our home has any issues! LL is TOTAL scammers on every level. I'm not done fighting this fight yet...being denied this claim is nothing short of DESPICABLE.