Damaged flooring

loopylass

My son moved into his house in December and had laminate flooring fitted in the 2 bedrooms and living room also had carpet put down by the same company
In January he noticed a few laminate flooring boards were cracked in his childrens room and his room and also noticed in the living room the boards are uneven
He contacted the company they came out and said they will contact the manufacturers and get back to him, he had not heard anything for weeks so rang them again and was told the same
I found the company had a facebook page so i contacted them last week outlining the situation and they told me to get my son to ring the office in the morning which he did and they told him the same saying they will get in touch with the manufacturer. They rang my son the other day still saying they are still sorting it and will keep him informed
This has been going on since January and my son has told them the laminate flooring is getting worse and his worried his children will end up hurt as they play in there, he cant keep the children out of the room as they sleep in there. What can we do next as i think it needs sorting and will they replace the boards or the whole floor as the boards will differ in colour once they have been down a while
thankyou in advance

TBagpuss

I think he needs to start making his complaints a little more formal - write, don't phone.

Set out the dates on which he reported the problem and the response he was given each time, and set a deadline for them to respond substantively to rectify the issue.

In his place I would also consider getting an independent person to come and inspect the flooring to check whether it is faulty laminate or whether the problems have been caused by it being laid incorrectly. I am not an expert but cracking and uneven boards sounds to me as though the floor may not have been properly prepared, or that the underlay used was inappropriate, in which case he may be looking at poor workmanship rather than a faulty product.

If he knows who the manufacturer is there is no reason why he could not contact them directly to ask whether they are aware of any problems with that product.

loopylass

Hi
Thankyou for your reply, do you mean another flooring company to come out an inspect it. I just think they are trying to pass the buck as they keep saying they will sort it but nothing seems to be getting sorted. This is the first house by himself and children and he really dont know his rights. I know when we had faulty goods TS said if a product is under 6 months old your entitled to a full refund, repair or replacement but dont know if that applies for flooring as well

loopylass

he does not know who the manufacturer is so he is just going by what the shop says

wealdroam

loopylass wrote: »

This is the first house by himself and children and he really dont know his rights. I know when we had faulty goods TS said if a product is under 6 months old your entitled to a full refund, repair or replacement but dont know if that applies for flooring as well

Get your son to read MSE's Consumer Rights guide.

loopylass

When you buy goods on their own, with no service attached, you're protected by the Sales of Goods Act.
Yet if you buy goods as part of a service, eg, a handset with a mobile contract or a boiler that you ask a gas company to fit, you're protected by the Supply of Goods and Services Act.
And if the goods supplied as part of the service become faulty, it's the service provider that's responsible for sorting the problems, not the supplier of the goods.
The protection's the same as the Sale of Goods Act


Just read this does this apply and does it mean its not upto the manufacturer

wealdroam

loopylass wrote: »

When you buy goods on their own, with no service attached, you're protected by the Sales of Goods Act.
Yet if you buy goods as part of a service, eg, a handset with a mobile contract or a boiler that you ask a gas company to fit, you're protected by the Supply of Goods and Services Act.
And if the goods supplied as part of the service become faulty, it's the service provider that's responsible for sorting the problems, not the supplier of the goods.
The protection's the same as the Sale of Goods Act


Just read this does this apply and does it mean its not upto the manufacturer

In both cases, it is the seller, beit for goods or services or goods and services, who is responsible for the sale.

Of course the seller is free to consult the manufacturer to help him decide whether the goods are inherently faulty or not.

loopylass

I have just had a reply back from the message i sent them earlier

Hi this has now gone to the manufacture, we have to follow the rules set in place please don't worry I will sort this for you but it takes time. We only new about the fault From late January and the wrong forms had been sent to us that slowed things down we are chasing everyday, someone from the manufacture will want to see it and we can then get it sorted. We will resolve this for you it just takes time and a lot of form filling please pop into the shop and see me if you are concerned. Steve

loopylass

The people from the shop have already been out to see it in feb but i feel they are just trying to hang it out although they are still saying they will sort it out but they said that in feb too

loopylass

I am a bit concerned that the time is getting on and he wont have the same rights any advice please

lidlest

I'm having a similar problem with laminate flooring, it's lifting in places - has been since a month in. The company fobbed me off for ages with different excuses and are now blaming me and unless I pay for an independent inspection ( over half the cost of the flooring) my credit card company will find in their favour.

Such stress