Lumber Liquidators

It was a good experience overall.

unknown

unknown

It was just a purchase of laminate floors, but happy with the site and person that came out to measure my home.

We went to Lumber Liquidators hoping to find a hardwood flooring that we would like, found several that we would consider and then spoke with the store manager about what would be best given what we wanted to accomplish. My spouse selected the color after we selected the type of material based upon the recommendations. We made the purchase to include installation and were put in contact with an installer.
The installer came over to measure and we discussed the need of help moving some large pieces of furniture. The new flooring was to be installed into the formal living room and formal dining room which are adjoining rooms. He agreed to help with moving the large furniture, identified some materials that would be needed and offered to pick them up once we had made the purchase. We agreed upon a start date and all proceeded as planned.
The installer and his helper arrived on the date and time agreed upon and we moved the furniture items that were too large for me to move alone.
The carpet removal started, was completed, the carpet pads were removed and the carpet nail strips were removed. Then the base boards were removed and the floor was vacuumed clean.
Hardwood floor installation started and proceeded until all was installed by first laying down a layer of glue and then the wood planks. Once the flooring was completed, the base boards were installed. Several had to be cut to fit corners and to allow for electrical wall sockets. Connectors between the new hardwood floor and existing flooring was measured, cut and installed.
After cleaning the new floors, the large furniture items were moved back into the area.
Project completed and it looks great.

They recommended the contractor to come out and actually do the installation. Everything had been just great. We were very pleased with them. We went into the area of the house that we wanted to have flooring put in and we wanted to make sure it was something that would stand up to traffic. Although, we don't typically have traffic there, but we wanted something that was durable and hardwood. They recommended particular types of wood and we looked over. My wife picked the color, she liked the best. Based on the measurements we gave them, they recommended how much of what materials we would need. Then they had the installers come out and actually measure to ensure they had the right amount of everything. There was a choice where we could pick up the material or they could pick it up where I had to pay a small fee for them to go pick up the materials. They picked up the material for the house. They had to leave it in the house for a week, so it acts to the moisture and the humidity. They came back and installed the floors. We were there the whole time watching how they did it. We were very pleased with step-by-step process of how they did it and how careful they were to cut in pieces that had to be pierced around certain things in the design of the house. They did a super job and it looks gorgeous. We have had people come in the house and they have all just said wow, where did we get this done and it looked like the carpet that we used to have in there before.

After about 6 months 2 boards began to de-laminated with the veneer coming off so I called the installers who Lumber liquidators had sub-contracted with to do my install resulted with the boards being replaced for free using the extra boards I had. After a few more months, I had 2 more boards de-laminate and several which began to crack / split. Concerned about the future of the floor I called the local lumber liquidators who in turn told me to call the corporate 1-800 number. At first, we had to produce every bit of the original paperwork to prove we had in fact bought the product from Lumber liquidators. The amount of paperwork reminded me of doing my taxes, why they just would not come out and look at the floor I did not know but can only guess that had I not had all the paperwork they would use it as an excuse to not warranty my purchase.

After providing them the paperwork they sent a large form of questions pertaining to how you maintained your floor, how long was it it, were the boards acclimated prior to install, did you receive the install instructions etc etc etc. Again, I had the feeling they were looking at ways to void your warranty. Finally, after a few weeks or them asking for information and us providing what they wanted they sent out a person to look at my floor.

The man that came to our house stated first thing that he was a third party floor installer with no affiliation to Lumber liquidators. Unlike most businesses which would send out their own store rep, to hire a “disinterested party” is an indicator that do not want to warrant their product. This set of bells and whistles that he was here to make sure somehow, the floor problems were my fault. He drove nearly 4 hours from Arizona to El Paso to come see my house, this told me I was probably not going to get my floors fixed however I now that I did everything I was told, I had all my paperwork, and I spared no expense.

After he spent nearly half a day at my house taking pictures, moisture measurements the gentlemen left with no comments on his findings. Still feeling as if I did everything that I was supposed to do and my floor was less than a year old, I was comfortable that it would be repaired.

After nearly a month, we received a letter in the mail from corporate headquarters that stated in two locations in my house the humidity level was 26% and 28% which clearly stated in the installation directions should remain between 30% and 45%. First off, they came out in the middle of the drought in 2011, second I never received install directions as I did not install it, third we live in a desert (El Paso), and finally at no time did Lumber liquidators tell me I needed to install a humidifier into the house. Bottom line they voided my 50 year warranty and claimed that I signed paperwork saying that I received the installation instructions which in fact I did not. Now they offer a 100-year warranty, sure why not since they know they will never have to fulfill the warranty. I highly recommend going to Wood Floor by Beto, two of our friends have floors by Beto and love it, no issues and they handle their own warranty work. As they say, you get what you pay for!