In a perfect world all products would be flawless and contractors would do impeccable work. But our world
is not perfect and things do not always go as planned. Since my experience is floor covering, flooring
problems is what I will cover in this post. Most flooring products require installation by a professional. Over
the years I have known many that fit that description and just as many that need to try their hand at a
When a problem is encountered, the first blame lies on the product itself. After all the professional you
contracted is staring you straight in the face and telling you the product is defective. So most consumers
line of action is contact the person or store who sold the material to demand satisfaction. If the problem is
large enough, a certified inspector is called to determine what the defect is. If a report is given that
contradicts what the installer has told the consumer, then somehow the inspector must be biased in
favor of the store or manufacturer. I do not know of any report that fits that mold. I have had instances
when the inspector has been just dead wrong. So in this case or when the consumer just does not accept
the findings, it is best for the consumer to contact their own inspection. Most do not want to want to take
this action because there are costs involved.
For the most part, installation contractors take pride in their work and want a great referral. But the truth is,
90% of all flooring failures are installation related. Why is this? Usually it involves money. People want to get
the job done at the lowest possible cost. Forget about the qualifications and the work experience. Too many
installers, during a depressed economy, take own jobs where they have no experience. Some figure, well if it
goes on the floor, I can do it. When they run into areas that require skill and expertise, they improvise and many
times it comes back to bite them on the rear. “I have just screwed up these people’s floor. Boy, I surely don’t want to
pay for it. I’ll just blame it on the product.” I think that brings us to where we started.
Our company has always taken the stance as whatever it takes to make the consumer happy. But sometimes,
not very often, a complete hack job that costs thousands to rectify, it is not possible. So now what, the consumer
wants a full replacement, labor costs, (after all the installer wants paid again to re-install and don’t forget paid
to take up the floor he just screwed up) and enough compensation to buy a small car. Our best course
of action is to try and provide replacement material only to avoid litigation. When the problem is truly product
failure, replacement and reasonable labor charges are in line and most of the time paid by the manufacturer.
The moral of this story is find the very best contractor. A skilled and well trained professional will check the
product for defects or blemishes before he begins the job. A second or third opinion from certified inspectors
is in your best interest just in case litigation is necessary.