New LVT Flooring - 'Shockingly Bad'

pedro789

Hi

Ive just had new Kardean LVT flooring supplied + fitted by local company. I did lots of research and their reputation is pretty good.

The floor has been fitted + there's a very obvious hump in the living room + some of the finishing (cuts, gaps) is very poor.

They originally said there's nothing they can do about hump as it just follows subfloor. This was never pointed out during quote or even when floor was being prepped with ply board. 

They said they'll replace border where most of the bad finishing + cuts are evident.

Since I complained they've been out + said they can use compound to level hump, by taking up some of new floor.

I've sent independent flooring expert some pics + he described it as 'shockingly bad' + I should have been told there would be noticeable hump before floor was laid. He said there's no reason floor couldn't have been levelled with extra prep, which I've had been happy to pay for but was never given the option.

Now company is pushing to come out and 'rectify' but I've lost confidence they will do a professional job.

Ive paid 50% on credit card, with balance outstanding.

What are my rights pls, any advice appreciated 

Bradden

If they are an autorised Karndean reseller/installer it might be worthwile speaking to them,

pedro789

Thanks I did that. They just suggested speaking to company direct, which I've already done.

Alderbank

pedro789 said:

Now company is pushing to come out and 'rectify' but I've lost confidence they will do a professional job.

Ive paid 50% on credit card, with balance outstanding.

What are my rights pls, any advice appreciated 

Your rights are for them to carry out the work with reasonable care and skill and for you to get the floor which was agreed in the contract.

They have been out to assess the problem and want to come and fix it.

You have to allow them one opportunity to do so. That is fair and that is the law. If they have any business sense at all they will make sure to do a good job for you. They know that if they don't you will get a statement to that effect from the independent flooring expert and will take them to court.

pedro789

Alderbank said:

pedro789 said:

Now company is pushing to come out and 'rectify' but I've lost confidence they will do a professional job.

Ive paid 50% on credit card, with balance outstanding.

What are my rights pls, any advice appreciated 

Your rights are for them to carry out the work with reasonable care and skill and for you to get the floor which was agreed in the contract.

They have been out to assess the problem and want to come and fix it.

You have to allow them one opportunity to do so. That is fair and that is the law. If they have any business sense at all they will make sure to do a good job for you. They know that if they don't you will get a statement to that effect from the independent flooring expert and will take them to court.

Thanks, appreciate your response. Sorry should have been clearer. The advice I've had is they should do job again to level floor + taking up some boards won't solve it.

They think it will be fine if I let them do what they're suggesting. I'm worried they're doing the absolute minimum + hope I'll cave in and pay.

pinkshoes

pedro789 said:

Thanks, appreciate your response. Sorry should have been clearer. The advice I've had is they should do job again to level floor + taking up some boards won't solve it.

They think it will be fine if I let them do what they're suggesting. I'm worried they're doing the absolute minimum + hope I'll cave in and pay.

Then TELL them in WRITING that having a hump in the floor and gaps around the edges are NOT acceptable, and you would like the floor laying to an acceptable standard with NO hump, and the edges cut neatly and not visible under the skirting board.

On their own Karndean website, they state:

If you're laying Karndean over existing flooring, be sure it is properly prepared. All waxes or sealers must be removed, and patching/leveling or embossing must be brought to a flatness of 3/16” in 10’. 

So by the sounds of it, the people fitting it need to prep the floor properly. If they are not willing to do this, then I suggest that they take the entire floor out and issue a full refund.

You do need to let them try and rectify it. Tapi fitted our kitchen floor and left it with bumps, so I made them do the entire thing again. It then bumped up again so I made them rip it out and issue a full refund.  

pedro789

pinkshoes said:

pedro789 said:

Thanks, appreciate your response. Sorry should have been clearer. The advice I've had is they should do job again to level floor + taking up some boards won't solve it.

They think it will be fine if I let them do what they're suggesting. I'm worried they're doing the absolute minimum + hope I'll cave in and pay.

Then TELL them in WRITING that having a hump in the floor and gaps around the edges are NOT acceptable, and you would like the floor laying to an acceptable standard with NO hump, and the edges cut neatly and not visible under the skirting board.

On their own Karndean website, they state:

If you're laying Karndean over existing flooring, be sure it is properly prepared. All waxes or sealers must be removed, and patching/leveling or embossing must be brought to a flatness of 3/16” in 10’. 

So by the sounds of it, the people fitting it need to prep the floor properly. If they are not willing to do this, then I suggest that they take the entire floor out and issue a full refund.

You do need to let them try and rectify it. Tapi fitted our kitchen floor and left it with bumps, so I made them do the entire thing again. It then bumped up again so I made them rip it out and issue a full refund.  

Thanks for reply. I've emailed them + told them when they came out it wasn't acceptable + they should've told us there would be hump before laying floor. 

If it meant extra prep to get floor level, I'd have paid it. Never given option. I'm not flooring expert, how do I know!

So I should let them rectify (without taking up entire floor, which I'm told us only way to solve it) + if it's not acceptable, ask them to take it up + issue refund?