Kennesaw Lumber Liquidators Complaint

By
Real Estate Agent with Atlanta Communities

BE SURE TO READ ALL THE RESPONSES FOR THE FULL PICTURE:

 

April 15, 2014

Tom Sullivan

Lumber Liquidators

3000 John Deere Road

Toano VA  23168

 

RE:  Clients:  Melania & Jim Saltarella, 3413 Ravensworth Trace, Kennesaw, GA 30144.  Phone:  770-653-0756.  Defective Product from Kennesaw GA Store, Purchased June 19, 2013

 

Dear Mr. Sullivan:

 

We went into the store in June 2013 to purchase Acacia wood to have installed in our new home.  We spoke with Rachel, and Clifford Cork.  Cliff insisted that the Floating Floor, particularly the MS Bamboo, was a much better product and we should purchase that.   The flooring has a 30 year warranty.  796.40 square feet of wood was purchased on July 3rd, 2013 for $3,550.39 including tax, and the wood was picked up and placed in home July 17, 2013, over two weeks prior to installation so it could acclimate for the amount of time recommended by salesperson.  Lumber Liquidators gave us the name of their recommend installer, Precision Flooring, which we used.  Attached is the Lumber Liquidators Flooring Project List completed and signed by Alan King of Precision Flooring, dated June 18, 2013.  We also bought the best insulation layer that was recommended, the Bellawood Premium Underlayment.   It cost us an additional $1,613.40 for the installation.

 

By the second week in November our floors were separating.  On November 13, 2013, we called the Kennesaw store and spoke with Dwayne, who they told us to contact their Customer Care Line.  We called it at 1-800-427-3966, spoke to “Carrie,” who instructed us to fill out a General Disclosure Statement report and send it and photos of the floors to “Matthew E.”    We were told “Matthew E” would be our representative, and to send him the photos of the floors and a General Disclosure Statement.  We were told Matthew would get back to us in two to three business days.  Not only did Matthew not get back to us, he would not return telephone calls.  We once again called the local Lumber Liquidators store on November 26, 2013 and spoke with Cliff, who once again suggested that we call the Customer Care Line.  That same day we called the Customer Care line and spoke with “Vickie” at 9:25 am.   She never got back to us.  We then called the installation company.  The owner of Precision Floors, Joel Negron (404-550-7853), came out and looked at our floors.  He took a moisture reading and told us that there was too much moisture in the wood, and he believed we have a defective product.  He told us to get another box of wood and he would have his installers come back in and take up the damaged wood and replace it with new, and he hoped that would take care of the problem.  This repair happened December 6th, 2013.  Our floors now are coming away from the walls in nine different areas of our home.  It is obvious that we have a defective product and that our floor will need replacing.  We are attaching photos of each area that is damaged so that we can show how the wood has shrank over the last eight months and is coming away from the edges.    The wood is also cracking and cupping.

We visited the local store February 17th and spoke to the manager  Scott Turner.  He assured us that the problem would be taken care of, and mentioned that he sees us at our church and that he attends the same church.  Shortly after that we finally got a telephone call from Matthew E, who said that the problem had to be with installation, because there was nothing wrong with the wood.   I do not understand how he could tell that because he was calling from out of state and had never seen our floors.  Matthew called back on March 19th to ask if the problem had been resolved, and I told him that it had not.  He told us that the installer had gone out of business, and said he would get back to us.    We called the manager Scott again on March 27, and he said he was still looking into it and would be sending inspectors to look at our floors.

Yesterday we spoke to the installer recommended by your company, Joel Negron, who had closed the company that put in our floors and now owns a new floor installation company.  He said that in his opinion we would need all new floors, but from his experience he knew that your company would do nothing but blame the installer, and then blame us for our life style tearing up the floors.  He said that it was too bad, but we had no choice but to accept that you have sold us a defective product and there was nothing we could do about it.  It concerns us that someone who you have recommended and who has such knowledge of your company would believe that about you.

Our expectations are that Lumber Liquidators will stand behind its product and warranty, and replace the defective flooring in our home with a good product, and have this installed at no additional cost to us.  So far Lumber Liquidators has ignored the situation, leaving us with unsightly flooring that poses a tripping hazard.  Ignoring the problem has gone on for months, and we need this to be resolved immediately. 

 

Photos of the Separation at each of the Nine areas

1.     Right Side Sliding Glass Door

 

 

 

 

 

2.     Right Corner of Fireplace Hearth

 

 

 

3.     Along the entire front of Fireplace Hearth

 

 

 

 

4.     Along the entire bottom of Kitchen Breakfast Bar

 

 

 

5.     Between the Cabinet & Center Island/Kitchen

 

 

 

6.     Separation around the cabinet, Left of the Kitchen Stove

 

 

 

 

7.     Hallway outside Kitchen extending to Hall Closet & inside the Closet

 

 

 

 

 

8.     Entryway to Hall Bathroom

 

 

 

9.     Entryway to Master Bedroom

 

 

 

 

 

 

Please respond to this letter within two weeks.

Respectfully,

 

 

Melania & Jim Saltarella

3413 Ravensworth Trace

Kennesaw GA 30144

 

 

Cc:  Pastor Craig Bowler, Attorney David Perrie, Consumer Advocate Clark Howard, The Magic Real Estate Team’s Real Estate Blog.

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Rainer
198,833
Randy Shamburger
Movement Mortgage - Greenville, SC
FHA, VA, USDA and Conventional Mortgage Expert

Great information. Thanks for sharing.

Have a Big day,

Randy

Apr 16, 2014 02:52 AM #1
Anonymous
Tony Gee
I have heard from others that have had problems with flooring bought from Lumber Liquidators
Apr 17, 2014 06:48 AM #2
Anonymous
Jim Magus
yes, there have been plenty that ended up with substandard flooring from Lumber Liquidators and the company apparently does not stand behind their "warranty."
Apr 17, 2014 06:53 AM #3
Rainmaker
85,467
Melania & Jim Saltarella
Atlanta Communities - Marietta, GA
Experience the Magic!

My letter to the president went out yesterday, and I will post here any response I receive, but I am not too hopeful.  The problem with Lumber Liquidators is huge.  It is not only with poor customer serive but with defective product they bought cheaply in China and other locations, which they sold to the unsuspecting consumer.  Visit www.investopedia.com/stock-analysis.  An article there dated October 2, 2013 states that the Better Business Bureau has reeived nearly 300 complaints, most of which are relatede to problems with the product.  According to www.HardwoodFlooringTalk.com, there are three class action lawsuits against the company.  At www.ConsumerAffairs.com, there are over one hundred complaints.  And there are even more at www.ripoffreport.com, and more at www.pissedconsumer.com.  Recent problems with Lumber Liquidators are mentioned at www.HardwoodInstaller.com, and at Bobvila.com.  Go ahead and visit those sites and verify it for yourself.  If we followed their explanation that the problem is not with the product, but with the installatiion, that would mean that there are hundreds of installers throiughout the United States that they recommend that have been having problems installing the wood.  If the problem is that the owners do not care for the flooring once it is installed, that would mean that there are hundreds of homeowners who abuse their flooring once it is installed.  Anyone who has stock in Lumber Liquidators should probably sell.  

Apr 17, 2014 08:13 AM #4
Rainmaker
85,467
Melania & Jim Saltarella
Atlanta Communities - Marietta, GA
Experience the Magic!

In fact, the main officers of Lumber Liquidators have already done so.  According to online Barrons.com, insiders sold 356,000 shares for $30 million dollars in May, 2013.  Founder Tom Sullivan sold 200,000 shares for $16,500,000.  CEO Robert Lynch and Chief Marketing Officer Marco Q Pescara also sold stock for millions of dollars during that period.  Just when the complaints about the bad product started hitting.

Apr 17, 2014 11:06 PM #5
Rainmaker
85,467
Melania & Jim Saltarella
Atlanta Communities - Marietta, GA
Experience the Magic!

Yesterday morning I received a telephone call from Joel Negron, the owner of the floor installation company who installed the Lumber Liquidators product in my home, asking me to drop the name of his new flooring company from my "draft," as he wants to disassociate his new company from Lumber Liquidators.  He also told me that his previous company did not bankrupt (though he is the one who told us back in November that he bankrupted the company).  So I have changed those items in this blog.  I should make it clear that Joel is the only one who tried to help fix the problem in November.   Lumber Liquidators did nothing then, but Joel sent who (he said) were his best installers to try to fix the problem at no cost to me.    Unfortunately, the floor is worse than ever because it is defective product.

I have created a flyer about Lumber Liquidators that I will be passing out at networking events, and dropped one by a competitor that is located just down the same road as Lumber Liquidators.  Yesterday afternoon I received a phone call from them, offering to pay for one thousand copies of the flyer.  Sweet!  Next week I will drop by a few other competitors.  I must warn others so they do not end up with this mess.

 

Apr 18, 2014 11:56 PM #6
Rainmaker
1,676,131
Winston Heverly
Winston Realty, Inc. - Atlantis, FL
GRI, ABR, SFR, CDPE, CIAS, PA

Hi, I really loved reading your post this morning. Hope to come across others soon from you.

Apr 23, 2014 09:52 PM #7
Rainmaker
1,392,847
Jeff Jensen
The Federal Savings Bank/Lending in 50 states - Greenwich, CT

What a nightmare.  Who knew 'floating" floors would have so much moisture in them?

May 05, 2014 07:36 AM #8
Rainmaker
85,467
Melania & Jim Saltarella
Atlanta Communities - Marietta, GA
Experience the Magic!

I received a letter dated April 30th from a person simply named Mat (yes, I understand why he would not want his last name identified), Customer Relations Specialist, Lumber Liquidators, that states that the flooring was improperly installed, citing a document dated 11/19/2013 on his installation guidelines, and that Lumber Liquidators "will take no additional action as this is not a warrantable request."  Matt-with-one-name must not own a calendar, because my flooring was installed four months earlier than the date the document was posted.  In addition, when I origianlly went into their store, I received a brochure from them that stated "Sit back and relax.  Your flooring will be installed to manufacturer and industry standards."  I believed them.  I went into their store wanting quality flooring properly installed. Now I have a letter telling me that was not true, and they will not do the right thing.  Don't let them scam another person.  Share, repost, and distribute this blog.

May 06, 2014 01:53 AM #9
Rainmaker
85,467
Melania & Jim Saltarella
Atlanta Communities - Marietta, GA
Experience the Magic!

Here is another series of articles on the Lumber Liquidators con, including a former manager and his thoughts and why he decided it was not a good idea to be associated with such a company.  It is reassuring to read how an ethical person handled themselves in the same positiion as someone I know at the Kennesaw Lumber Liquidators store. http://www.trulia.com/voices/Remodel_and_Renovate/Has_anyone_tried_the_bamboo_floors_from_lumber_liq-51225

May 06, 2014 02:07 AM #10
Rainmaker
85,467
Melania & Jim Saltarella
Atlanta Communities - Marietta, GA
Experience the Magic!
From: Brian Pullin <bpullin@lumberliquidators.com>
Date: May 7, 2014 at 10:58:52 AM EDT
To: "melaniasaltarella@gmail.com" <melaniasaltarella@gmail.com>
Cc: Matthew <Matthew@lumberliquidators.com>
Subject: Installation issues _ Order 121936741

 

Good day,

 

  I spoke with Scott and see where you had an exchange with him on March 27th wanting the floors fixed. I also see where LL offered $500 as a refund to help facilitate repairs and this was never taken advantage of even though installation services were not contracted with our company, you hired a contractor from the location independently.

 

  This action was a mistake because working outside the program you gain no benefit of the warranty and considering the installer went out of business a warranty would have been backed by The Home Service Store. We offered assistance and while you’ve refused the offer believing we owe you a new floor, the floor just needs repair as the products not defective, but requires the transitions to work as designed.

 

  Very sorry you feel adamant we owe you more, but we’ll have to disagree and LL will present the evidence gathered to date when asked to present our side of this dispute.  Clearly you have the right to file locally in court against the installation company for this problem, but considering he’s out of business you should have accepted our generous $500 offer and hired another contractor.

 

Regards,

Brian

 

 

Brian Pullin

Director, Customer Care

Lumber Liquidators, Inc.

3000 John Deere Road

Toano, VA. 23168

Office (800) 366-4204 ext 7521

Mobile (757) 951-7429

Fax: (757) 259-7292

 

 

Jim Saltarella <magicreteam@gmail.com>

4:38 PM (13 minutes ago)
 
to Brian
 
 
 
 
Hi Brian.  Someone is lying again, because Lumber Liquidators never offered us $500.  Lumber Liquidators never offered us anything.  They did not even respond to our requests for help.  Matt E (no last name - - not even on the official corporate correspondence - - but we understand why) and others at corporate would not return our telephone calls.   Scott Turner at the local store would not return our telephone calls. Why do you now claim that someone offered us a settlement amount when our letter to your company points out that there was no communication at all from your company?   The original installer did address two separations in the flooring in November. So you are also wrong about us hiring another company to fix the floors.
 
We are not saying that we will not sue, but to a company like yours, lawsuits are trivial.  And from the massive complaints against your company, we did not really expect you to do the right thing, but we did want to give you the opportunity to do the right thing.
 
In our opinion, your company's greed is what is causing these problems for your customers, so we want to see how quickly we can cost you one hundred times what you took from us (you can do the calculations) just by communicating facts.  
We attended a Kennesaw networking event today and talked about your company and passed out a flyer.  Tomorrow is the Cobb Business Expo (http://www.cobbchamber.org/businessexpo), where we expect 1000 attendees.  Friday is another networking event, and on Monday is another huge networking event that is being emceed by a friend of ours.  We will have the microphone for five minutes.  (http://www.meetup.com/Celebrate-Atlanta/events/173797392/).   While we may not be able to have our banner displaying our new domain in time for the particular events (www.LumberLiquidatorsSucks.com - - feel free to check the material on the site for any innacuracies as a representative of the company, because we will only post the truth without any exaggerations), we will be passing out plenty of flyers and networking the entire event.  In less than one week's time we will have spread our message to over two thousand influential consumers.  And that's just the local activities.  Globally we are going viral.  We have some other exciting media activities and other projects planned, but why ruin the surprises.
 
You should probably have taken our generous offer of doing the right thing and just fixing the floors that we came to you for.
Melania & Jim Saltarella
May 07, 2014 06:53 AM #11
Rainmaker
85,467
Melania & Jim Saltarella
Atlanta Communities - Marietta, GA
Experience the Magic!

That was the MANAGER of CUSTOMER SERVICE.  That may be the problem.  There IS NO customer service.  He really should have the title of "Chief Misinformation Officer."

Earlier I told you about the executive management cashing out.  Well, stockholders got wise and are suing them.  Read about it at this link.  http://www.courthousenews.com/2013/12/04/63405.htm

Why hasn't Clark Howard and the new media picked up on this incredible news worthy story?

May 09, 2014 04:17 AM #12
Anonymous
Tony Giovanni
Another article on the toxic levels of poisons in flooring that Lumber Liquidators is selling, making customers sick (Lumber Liquidators sure has made me sick) . http://www.woodworkingnetwork.com/wood-market-trends/woodworking-industry-news/production-woodworking-news/Lumber-Liquidators-Stock-Drops-on-Formaldehyde-Report-212864791.html#sthash.TgWD1UmG.dpbs
May 10, 2014 11:53 PM #13
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Rainmaker
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Melania & Jim Saltarella

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