DIENERS INC

This work was done at the end of 2005 or early 2006. We are writing about it only now because we just joined Angie's List. Here's why we gave our experience with Diener's an F. First, the engineered wood that was delivered to our home prior to installation was not the solid hardwood product that we had ordered (IndusParquet BR-111 3/8" thick Brazilian Cherry, which, per the manufacturer and Diener's, was suitable for glue-down installation over concrete). We recognized this mistake prior to installation, but, because installation was scheduled to begin on a certain date, the delay in delivering the right wood, we later speculated, may have resulted in insufficient time for the wood to acclimatize. Second, we were told by a Diener's representative the night before installation that the salesperson had made a several-thousand dollar error in our favor in the contract price. We declined to agree to an increase in the previously-contracted price the night before installation. Third, the ceramic tiles were never installed, as we were never able to get Diener's to fix major problems with the installation of the hardwood and we ultimately decided to have no further contact with Diener's, as described below. Finally, several months after installation of the hardwood, gaps as wide as 1/3" or more opened up between boards, exposing the concrete below. When the man who had supervised the installation saw the floor, the expression on his face was shock. After many months of unresponsiveness and foot-dragging by Diener's, which compelled us to write to and speak directly with the company's owner, an inspection by a third party inspector selected by Diener's was arranged. At the time of the inspection, the inspector led us to believe that we would soon receive satisfaction. We never received a report directly from the inspector, and when we asked for the report from Diener's, we were sent a brief statement to the effect that the gaps between boards were normal for the product. We could not identify this statement as having actually been written by the inspector. At this point, having spent many hours, including time off from work, trying to get Diener's to correct the problems with the installation and facing a major illness in our family, we finally just threw up our hands and gave up. We never even asked for a refund of the amount we had paid for ceramic tile installation. Dealing with Diener's had simply become too painful. Other problems with the floor emerged after installation: in some areas the wood floor apparently detached from the concrete, resulting in up-and-down movement when the floor was stepped on; in other areas, the boards appeared to be cupping. What should have been a beautiful floor turned out to be an eyesore. Worse than the thousands of dollars thrown away was the grief and ultimate failure trying to get Diener's to stand behind its work!