BR111 is not warranting my claim. They have sent out an independent wood inspector who's results inform BR111 there product is defective in more than the allowed percentage amount of the industry standard (NWFA) and still they will not honor their warranty. They have given me the run around and wasted so much of my time and informed me that I should speak with their lawyer. There current claims department head and president of the company Ricardo Moraes needs a lesson or two in customer service as he's impossible to work with and does not return calls or e mails in a prompt manner. This is not a post to speak ill of the company itself just the warranty they are portraying on there website. I can post the details here of the inspection so you can view the content for yourself, or you can e mail me and I can send you the information. I've read on a few forums that people have had this same issue in the past 3 months or so. I've spoken with a few other consumers who've dealt with Ricardo and there warranty claims not being warranted. Please only e mail me if you have had your wood inspected by a NWFA certified inspector and your moisture levels are within the industry standards. Also if you can give me your opinion on what should be done when a manufacturer does not honor there warranty that would be great. I understand warranties are there to protect the manufacturer as well but when the floor is defective, the manufactures independent inspector states and sends a report showing it is defective I don't see why a company who's been around for 20 years doesn't honor there 25 year warranty. It seems to me that the company is either selling defective merchandise and isn't warranting there product as they will have a loss of profit or they just don't care about there customers.

Somethings up, what is your actually compalint and do you have a realistic resoultion in mind? Br111 buys from all kinds of manufactures depending on the product iirc they dont make anything themselves just more of a marketing firm.

That about marks the time they went "direct"

Feel free to share the details. The guys here love that kind of stuff.

Well the first issue is that the floor is defective and has been proven so by several independent NWFA Certified inspectors. One paid for by BR111 and the another by me. I've also have several wood installers come by to view the defective flooring. Second the complaint is that they as in BR111 is not honoring there warranty. They've tried to settle with an offer which isn't enough to even purchase new wood let alone replace the current. I can upload to this forum correct? Ken I do believe you're right about them going "direct".

Still don't know what your claim was, nor do I know what they claim was the cause and what their resolution was????


This is just a rant, if there are no specifics

I will post specifics tomorrow. Please send me the details in which you'd be satisfied.

You must be speaking of an overage of the 5% usually stated by manufacturers? Was this so called defective wood installed or culled? Like floorguy states, what exactly is the defect your calling?

I'd like to see the report/s.

What we're saying is don't just say it's defective tell us what the defect is Examples poor milling, cupping, varying widths.

Bold says it all but needs specificity.

Inspection Date: 5-1-10
To: BR111 REP., BR-111 Hardwood Floors
Consumer Information:
Retailer: ( )
Consumer Concern(s): Checking
Individual(s) Present Upon Inspection: Consumer
Product to Inspect: 3/8" x 4" Engineered | Approximate sq ft 900
Hardwood Description:
Engineered - prefinished | Installation Method: Glued Direct | Rooms Installed: living room, two bedrooms, dining room and hallway
Site Description:
Residential | Existing Structure | Condominium | Owner occupied | AC: Central
Subfloor: Concrete | Underlayment: Unknown | Outside Gradient: Away from building
Adults: 2 | Children: 0 | Pets: dog | Heat: Forced Air
History & Maintenance:
Date Installed: 9-1-09 | Date problem(s) Noticed: 1-1-10 | Repairs: No
Product acclimated: Yes | Bldg. Acclimated prior to installation?: Yes | Installed by: Retailer
-The 4” by 3/8” factory finished engineered Oak wood floor installed glue down over a concrete sub-floor above grade in the living room, two bedrooms, dining room and hallway in October/November 2009.
-Consumer noticed checking throughout in March 2010.
Observations:
-A tabletop humidifier was operating at the time of inspection.
-The overall appearance of the floor is flat and without gaps, buckling or cupping.
-80% of the floor is affected with surface checks.
-The checks measure between 1 to 4 inches in length.
-The checks are through the finish and appear flat.
-The checked planks are located in the traffic and non used areas.
-Close inspection showed that the checks are in the oak veneer surface layer in the finish.
- No finish is inside of the check.
-The checks are visible from a standing position.
Applicable Field Tests:
Moisture Content: 10 to 10 % | Meter used: Tramex | Non-Invasive Tests
Indoor Temperature: 70 | Relative Humidity: 42 %
-I used a laser level to measure the floor’s flatness which revealed that the floor is flat and within industry
standards.
-Lignomat Versa Tec invasive moisture meter recorded moisture readings at different levels in the wood
starting on the surface and measuring a moisture reading of 7.9%, 8.7%, 9.8%, 9.5%.
Conclusion:
-80% of the planks are exhibiting a lengthwise separation (checks).
- My inspection revealed no evidence of cracks/splits, but the floor is checking and visible from a standing
position.

Bump - Here is the info
please read and give opinions

What is their reason for denial of the claim?

Looks to me like a fly by night brokerage inspection report. Not enough info, nothing about the slabs moisture content and table top humidifiers are not large enough to humidify larger areas well. Least not out here. The conclusion states nothing about what his opinion was that caused the checking. Anyone can go out and say...oh looks like 80% of the floor is checking. lol

Edited By Admin(Ken)

Let's try to avoid the unnecessary comments. And I'm watching Ray as well. This has been a very friendly place for years, but when you two match up sparks always fly. I realize it may not be personal but people don't want to read about your squabbles.

Thanks

Stephen:
2. How are checks affected by moisture from below the floor.??
2. You do understand the tramex reads to 3/4" depth giving indication of sub-floor moisture content.
3. What additional information should be placed into this report to give the manufacturer what he needs to determine the Warranty?

No pics?



I agree with that..toss it out