6 months ago
Amanda, I will try to address your complaints as best as I am able, as a few of these issues had only been addressed with the builder, and only some of them were then passed on to us. As to the carpet and pad... Sometimes vents are inadvertently missed during the install process, and as soon as we were made aware by the builder, we came out to the home and cut the vent hole. The incorrect carpet pad that was installed ended up being an upgrade as compared with what was originally supposed to be in the room. We made sure as soon as we were told about the visible pad that it was dealt with. The "plastic threading" that you saw around the installed areas is common to see after install, and just needs cut, and does not indicate a poor install. The left over carpet, that was there when we finished installing, would have been thrown away by the clean-up crew, who are not employed by us. As to the hardwood flooring....yes, the home had already been set up as a speculative home, and was set up to have solid 3/4" hardwood installed. We were instructed by the builder that the thickness of the flooring needed to stay at 3/4", so our selection was limited to that, and then to certain floors in the price range indicated as to not go over the allotted budget. We had discussed with you, as we do with all of our clients at the beginning of the process, about humidity and hardwood floors, and that you may want to consider a whole house humidifier to assist in minimizing the gapping that can occur with solid hardwood in our arid climate. At the onset of the gapping in your home's hardwood floor, we came to your home with a representative of the wood distributor, who performed moisture readings in the floor itself, to measure the gaps (which were still within tolerance) and set out a humidity gauge, which read that the humidity in your home was low, and that is what caused the gaps in your floor. Not defective hardwood. I believe that the builder ended up installing a humidifier in your home following your complaints. I do hope that the humidifier has helped minimize the gaps in the floor. We did everything we were able to do as a flooring retailer in filing 2 separate claims with the flooring manufacturer to see if they would replace your hardwood floor, and both claims were denied due to low humidity in the home. Unfortunately, our hands are tied when it comes to that. Please remember that the materials that are specified to be in your home are given to us by the builder, and approved by you, the homeowner. We give any information we can to the homeowner about the products specified, as we did with you, so that the homeowner can make an informed decision. The flooring that was specified by the builder, at the point of the building process that the home was in, was solid hardwood floor. We showed all the solid hardwood floors available in the budgeted dollar amount, as to not go over the budget, and this was the style of wood that was selected by you. The only change that needed to be made was the color selection, as the original color was unavailable at that time due to a backorder from the manufacturer. The manufacturer and style never changed. The vinyl repair was a repair that we were directed to do by the builder. I realize this was not a pleasant experience for you, Amanda, but we did everything we could to make the experience a bit better.