The largest single category for claims; that product generating most complaints that is, is wood. However, there is also more vinyl being sold and much of it coming from sources not common to theUSmarket. The issue of performance and complaints on these products is tricky.
Let’s take a wood product that is impregnated with acrylic and marketed as being more durable for commercial application. This product was said to be more resistant to dents and scratches even in soft wood varieties. One of these products was used for a commercial space and it got dented and scratched during move in – before the space was occupied. The end user complained and the dealer was frustrated as he told the end user what he was told, that this product was good for commercial use. Now, I’ll say this again, wood is wood and regardless of what is done to it, if it is a soft variety it is more susceptible to dents and scratches. The manufacturers warranty in this case touts how good the products are but it also says, buried in the paragraphs that the products have to be protected at move in. Our research and testing for the dealer showed the wood actually did fairly well on the ball drop test to determine indentation effects. The research determined that the product was a bit oversold by the marketing hype, especially in this case. A comment that I continually make is that words don’t change science. It’s being tried more and more but science always wins out. Bottom line in this case was that the product would not do all the great things said about it. But, the marketing and talking to the sales rep, made the dealer think that it could because of the special treatment it had. Common sense must still prevail. If your gut tells you a problem may arise, trust your gut. And don’t forget the science. Wood is wood, so learn more about so you’ll know what it can and cannot do naturally. I’ll keep saying this until you stop believing otherwise.
In another case a commercial vinyl type flooring material was sold for use in light to moderate commercial application. This flooring material was marketed as being very durable and capable of withstanding far more than it would be subject to where it was being used; this was also backed up by the warranty and marketing information. The first day in use the floor was showing scratches and discolorations. Samples analyzed and submitted for testing revealed that the floor could indeed be scratched easily and could not even be subjected to the testing because the first contact with the test equipment damaged and scratched the surface. The damage could not be reversed and it was determined the flooring material was not merchantable for the intended purpose it was sold for – that is commercial flooring that would be used as such. It did not even withstand reasonable expectations as it presented a performance problem literally out of the box.
Both these cases are examples of the increasing number of problems arising from hard surface flooring materials new to you, and the marketplace, and products you may not be familiar with. As hard surface floorings’ use increases, especially in the commercial market, you have to be very wary of what it can and cannot do. You also have to be aware of the substrate conditions, environmental conditions, use and application. You should also do some research into the new product to find out all you can about it. Calling other dealers would be a good idea, or going on the Internet to research it. You can also call us as it is likely one of our associates will know the product and be able to answer questions about it. Claims on these types of flooring problems can easily run into the thousands, and in some commercial cases, six figures. So with the increasing number of marvelous new hard surface flooring products being introduced to the market you better know who makes it, how good they are and whether the product has a track record. If you don’t do your due diligence and you simply believe what you’re told you may wish you had chosen another career. And remember, call and ask us first – we’ll keep you out of trouble.
Author: Lewis G. Migliore
LGM and Associates – The Floorcovering Experts