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Dec 3, 2011
Dec 3, 2011
My Nightmare experience with Build Direct not over
I have had a nightmare experience with Build Direct Santos Mahogany engineered hardwood flooring. I purchased approximately 2000 sq feet of flooring from build direct in August 2011. Despite assurances from Mr. Gary Sandur that the flooring and all accessories were in stock, after the delivery and installation had begun on the flooring, I was informed that the accessory transitions and moldings were not in stock. Approximately one week after the majority of flooring had been installed, I began to notice cracks and one piece actually delaminated where the top wood layer actually separates from the underlying plywood layer. This problem has continued with many delaminations, cracks all over the pieces and cupping of the flooring. When the first problems were noted, the further installation of the remaining staircase was stopped. Build Direct was notified, and they said an inspector would be sent. We waited and waited and waited, and eventually an inspector came who spent 35 mins, didnt even look at the downstairs flooring, and left without looking at the cracking and delamination which had occured in UNUSED wood.
The inspectors report did not list any explanation for the problems but Build Direct sent me their own conclusions blaming improper installation conditions as well as saying that I did not stop installation when the problem was noticed (TOTALLY UNTRUE), Basically Build Direct offered to give me a discount on some other wood. So now I am left with over 2000 feet of bad flooring, and have to fork out the money to rip up the ugly Build Direct flooring, reprep the floor, buy all new flooring, and repay someone to install that.
I just obtained an inspection from a certified flooring inspector conmfirming that the delamination and cracks are a manufacturing issue. I am now disputing the credit card charge, but even if I win that, I will probably have to fork out about 25,000 to rip out, reprep, repurchase new wood, and reinstall new flooring. What a nightmare. NEVER NEVER NEVER buy from this company. They are located in Canada, making it very difficult to sue them.