I had an install of PVT flooring a little over a year ago. They looked fantastic. I couldn't have been happier with my floors. Let me start by saying we are on a slab and we paid for floor prep.
Not long after they were laid, they starting puckering in certain areas, around where the pieces locked together. I ended up calling the company, and true to nature, I received immediate attention. My sales person, Brady, did an excellent job of responding and setting up an adjuster to come and evaluate my floors. Mohawk came to my home and determined our moisture level was too high and our floors were out of level. After Five Floors didn't agree with this assessment and brought one of their staff members to my home, pulled up the floor in a small area and drilled down into my slab to check the moisture level. According to this assessment our floors did not have excessive moisture. We ended up having another adjuster come out and he determined (or it was my understanding that he determined) no moisture and not out of level enough for this to be an issue. He determined it was a product failure.
True to the warranty, they ordered an upgraded flooring and came to replace the current floor. During the install, the installer stopped and said that our floor was too damp for this flooring. (Keep in mind this was the SAME installer who installed it the first time). As he pulled up the floor, it was also seen that NO FLOOR PREP occurred in any of the bedrooms. The installer left - and we walked on bare concrete for 2 weeks. We then came to a VERY undesirable agreement that they would lay carpet on the floor. We viewed 2 sample sheets with approximately 10-2" X 2" samples on each one. It was then determined we needed Hollywood brand - (so that cut our color choice in half) because it is supposedly a high grade carpet that withstood wear and tear. While waiting for the carpet to be installed, my husband began looking at the "level" of the floor. There were places that had over an 1" dip. After a lot of research and talking to other insurance adjusters as well as a restoration company, it was determined that our floor would need to be grinded to a more level point in order to ever lay down plank flooring. We know this is not the company's fault our floor was out of level. HOWEVER, it was their responsibility to make sure our floor was prepped. The paperwork inside the flooring - from Mohawk - stated the floors could only be out 3/16" out of level and a moisture evaluation needed to be done. We were WAY outside of that level. So earlier this week, the carpet was installed. This carpet is supposed to be a higher grade, but it is very low. NO PLUSHNESS AT ALL. I absolutely hate it. But this was the choice we were given. And although we picked the color from the very few samples we were shown, it clashes with everything in our home. It was the best option out of the choices given. To be fair, they did install a thicker, upgraded pad.
When they come to pick up the floor that was never installed, we are supposed to pay them another $1000 for the carpet installation. We will pay it because that was the agreement, however, NONE OF THIS WAS OUR FAULT and we should not have to. But we are people of our word and will. To sum up, for the 950ish sq ft of carpet we ended up with, we will end up paying $5800 - $4800 for the original floor install, $1000 for them to lay carpet AND NO reimbursement for the floor prep we paid for in the original install that we didn't get. The warranty is a JOKE. Not to mention, we now have carpet that we didn't want, in a color we don't like and to make the color work, we have to replace tile in kitchen and bathrooms, and change all decorations. This was a HORRIBLE experience and all because the installer didn't do what was instructed as per the flooring instructions. read more