Browse Forums General Discussion 1 May 06, 2014 1:10 pm Sorry about the length of this post. I want to give as much detail as i can. We moved into our new house in September '12. We have installed Arc bamboo in coffee colour in our kitchen family room. This flooring was not cheap for approximately 60 m2. We loved it. That was until we had to live with it. From the very start scratcches were appearing no matter how carefull we were. Our builder spoke to the flooring shop where he got it and they supplied a cleaner recomended by the manufacturer. Premium timber and cork cleaner. And also a scratch stick and mop. So from then on I was only vacuuming, and using supplied mop and cleaner and scratch stick. We didnt wear outdoor shoes inside and dogs only have restricted access to this room. Bear in mind we didnt have any dogs until 3 months after the problems started. 12 months later. October '13 the floor was soo bad it was starting to really bother me every day. It was very scratched and now had a sort of cloudy dullness aswell. So I emailed the company that supplies this flooring to the carpet shops. I just wanted some advice on what i could use to maybe give it its original shine back. They wouldnt give me an answer until I registered a complaint with the retail shop we got it from. Which I did. I recieved a reply from the shop almost imediately saying they had sent the relevant paperwork to the supplier and I should hear from them by the end of the week... One month later, still nothing. So I emailed them directly again. Excuses about email being down blah blah! Next thing that happened was a phone call arranging a visit from a representative to look at the floor. So that went ahead around the 20th November. What a nightmare that was. The rep arrived and the first thing he says is "bamboo is oversold and not hardwearing at all". Which understandably makes me furious. "Not as tough as made out to be". Then said it will sctatch but wont dent like timber will. Then after showing him dents he said he didnt say it doesnt dent. The dent I showed was just from dropping a standard electrical plug on it. Then he says "It is tough and hard and its just wear and tear". He did agree the floor is a mess. But after just twelve months I dont think this is reasonable. He went on to tell me he will send FREE of charge a bottle of this wonderfull cleaner that will fix it. The very same cleaner which I took from my kitchen cupboard and showed him. This is what I have been using. This is where it went down hill. When his only solution for me was exactly what I was using he got angry and defensive. I had to tell him twice to stop shouting at me. It was awfull. He agreed my floor is a mess but gives me nothing but rehearsed speel which does nothing to help me. I didn't complain at the time. I thought I would just let it go and give him the benefit of the doubt and see what was to happen next. And as I expected. Nothnig. Never recieved that free cleaner either. I waited three weeks and emailed them again. This time letting them know how the visit with the rep went. The email I got back said they had to send a report of the visit to the retail shop first, which they did but only after I chase them up. The floor shop then sends me a copy of the report. It was maddening. The rep had named the dogs as the problem and that he had mentioned they could resurface the floor. He also said that having windows and doors with light coming in makes the damage to the floor more noticable. Are you kidding me!!! This mans ****** were just never ending. There was no mention of dogs while he was here. He had no idea whether or not the dogs were inside or outside dogs. He didn't ask. He didn't mention dogs at all. He also didn't mention any resurfacing that could be done. Nothing. Not one word mentioned about this. All that aside, I recieved the 'concentrated' bottle of the super duper cleaner and thought I'll give it a go for a few weeks, and I did and this floor is still a disaster. It is embarrassing. It looks like 10 year old cheap laminate. I am mortified when people come into our home. So more recently, I emailed them again, including the reps manager in the email, explaining that I had been using this cleaner for a few weeks and nothing has changed. This was on the 27th March. I recieved a reply saying the manager was out of the office until the following week (yawn) and they would be in touch. And that was the last I heard. I sent a reminder email on the 9th of April just saying I would be taking the matter further if they did not reply. And they have not replied. So I now feel I need to do something but I'm not sure which way to go. Or I just wear it and pull up the floor and replace it with something of good quality. All advice welcome Lesley Re: Help please. Floor company ignoring me!! 2May 06, 2014 1:39 pm I'm sorry, no practical advice but I just wanted to say you poor thing! How frustrating! Is there any kind of warranty on the floor? If so I might be getting a lawyer to draft a letter, that might be enough to get them moving. If there's no warranty I'd be seriously considering replacing the floor, sounds like nothing is going to fix it or prevent it from looking rubbish again even if it does get "resurfaced". Build thread: viewtopic.php?f=31&t=65085 Re: Help please. Floor company ignoring me!! 3May 06, 2014 2:12 pm Hi EmyN. There is a 25 Year Residential Wear Warranty. Which has wear and tear restrictions. But still should cover this. So yes maybe a lawyer is the way to go before I give up. I really dont think resurfacing this floor would work. Im pretty sure it needs replacing. It grates on me that they can just ignore customer complaints. Re: Help please. Floor company ignoring me!! 4May 06, 2014 3:14 pm If your builder supplied and installed the floor then you should be dealing with him, it's his problem. Why are you dealing with suppliers? Foremost Building Expert in Australia,assisting with building problems/disputes, building stage inspections,pre-contract review advice for peace of mind 200 blogs http://www.buildingexpert.net.au/blog Re: Help please. Floor company ignoring me!! 6May 06, 2014 4:34 pm You are misinformed, builder can be liable for breaches of warranty in material and workmanship for up to 10 years in Vic. Foremost Building Expert in Australia,assisting with building problems/disputes, building stage inspections,pre-contract review advice for peace of mind 200 blogs http://www.buildingexpert.net.au/blog Re: Help please. Floor company ignoring me!! 8May 06, 2014 5:49 pm OP I'd be inclined to go via the builder. suppliers aren't great at dealing directly with the consumer. builders carry more weight via their return business and might advicate for you in this instance. it's worth trying anyway. People make one happy, not houses? I do not think so. Houses are more to be trusted than people. Elizabeth Aston, Mr. Darcy's Daughters http://www.youtube.com/watch?v=pmDX0tgONFs http://lightndreamy.blogspot.com/ The requirement is for a waterstop to be installed to the entries of the room, (a small aluminum 'L' angle to retain the water to within the room) can't see if they have… 1 1934 CDC Housing Code 3 When to apply Floor Area external face of wall vs Gross Floor Area internal face of wall. 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