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CB Flooring Installation Provenza Floors 15541 Mosher Ave, Tustin, CA, 92780, US
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Provenza Floors
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Provenza Floors

15541 Mosher Ave, Tustin, CA, 92780, US
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12:34 am EDT

Provenza Floors - Finish failure on engineered hardwood

Two to 3 months after having Provenza Affinity engineered hardwood installed, areas of the floor finish started peeling/flaking off. We did not immediately complain because my husband was not eager to go through the tearing out and replacing of the floors like we had just done if that turned out to be necessary. I stained the damaged areas for awhile, but eventually the problem spread throughout the house and the affected areas became larger and extreme. The company we purchased the flooring from and installed it said they had not seen anything like it and agreed that it was a mfr flooring finish problem. Provenza hired a yes man to come and test the floors. He did minimal testing and concluded that although the temperature and the humidity levels were perfect and within Provenza's allowable range, that for AZ the humidity levels were high for a house without a humidifier. He said this after noting that it was raining outside and our windows were open, which is a natural humidifier. He therefore claimed we had a moisture problem. If the numbers were within the acceptable range... how could the alleged moisture be damaging the floor solely because we did not have a humidifier? So essentially he was saying if we had a humidifier and and the humidity and temp levels read the same as they did without one, it would not have damaged the floor, but without one it would cause moisture damage. Illogical! Based on this conclusion, Provenza refused responsibility and blamed us. The floors have a 25 year warranty and 2 years in they are not honoring it. We hired another company who did more extensive testing. He found no moisture under the floor or in the wood, or in the air. Said all was as it should be in the environment. He also had uninstalled boards sent to a lab and an ASTM test was applied to them. This tests for finish failure. The floors were rated 2B which is a 15-35% finish failure and it is manufacturer's defect. Provenza stated that 2B was "borderline", so their standards for their product is low. They again refused and stated if we "found" where the alleged moisture problem was coming from, they would refinish the floors and replace some of the planks. Since there was no moisture it was a bogus offer. After more communication, they offered to refinish the floors without the condition that we find moisture, but we have 3 concerns that thus far they have failed to address. One is will there still be a warranty on the floor and if so will you honor it? And the other is if they accept 15-35% loss of floor finish as borderline, how can I expect the refinishing to be done correctly? And last, this is engineered hardwood. If you are stripping it down when it is only 2 years old, how long is this floor going to last? I would NEVER do business with this company and giving any who consider it a heads up to steer clear. If there is not acceptable resolution soon, we will find an attorney. Also not that if the statute of limitations has not expired, in AZ and likely other states, you can file a complaint against the company you purchased it from with the ROC to seek remedy. We waited too long unfortunately.

Read full review of Provenza Floors and 2 comments
Update by ASTM123
Feb 21, 2024 12:21 am EST

Hi!

Keep fighting. They are in the wrong and state laws, UCC codes on warranties, as well as the federal Magnuson-Moss Warranty and other all back those who have dealt with breach of warranty. Since I posted they made an offer to remove the failed boards (99 of them) "screen" the floor and add a new finish, but we refused since it does not remove the failing surface beneath and any new finish will pull away as the floor continues to fail. Also in their warranty they do not guarantee replaced flooring will match. So can you imagine 99 boards that don't match the rest of the floor? They then offered a choice between replacing the floor with more of the same product or accepting a cash offer for less than it would cost to replace, plus the money we had to spend on an inspector. Tired of dealing with them we opted to take the cash offer (def don't want their problematic floor replaced with the same) however the contract they sent was not what they offered and full of unacceptable stipulations. Can't reveal our plans at this point, but their failure to stand behind their warranty is unacceptable.

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Maddy Samuels
Boca Raton, US
Mar 14, 2024 12:53 pm EDT

We are having the same issue with the finish coming off since it was just a few months old. We have been complaining to our retail store as well as filing a claim w Provenza. They send out inspectors that are on their payroll. We have installed 72,000 dollars ins brand new home. The home is 2.75 years old now. How do we file a complaint and what kind of attorney? So very frustrated.

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KSalvati
PONTE VEDRA BEACH, US
Jan 17, 2024 8:33 am EST
Verified customer This complaint was posted by a verified customer. Learn more

We’re in FL and having the same issue - so is our neighbor. We bought spec homes so we didn’t chose the floors, the builder did. The builder actually stopped using it after our homes so the remaining 13 homes have a different product. Where are you now with the complaint ? Have you taken it any further ?

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ASTM123
Mesa, US
Feb 21, 2024 12:23 am EST
Replying to comment of KSalvati

Hi!

Keep fighting. They are in the wrong and state laws, UCC codes on warranties, as well as the federal Magnuson-Moss Warranty and other all back those who have dealt with breach of warranty. Since I posted they made an offer to remove the failed boards (99 of them) "screen" the floor and add a new finish, but we refused since it does not remove the failing surface beneath and any new finish will pull away as the floor continues to fail. Also in their warranty they do not guarantee replaced flooring will match. So can you imagine 99 boards that don't match the rest of the floor? They then offered a choice between replacing the floor with more of the same product or accepting a cash offer for less than it would cost to replace, plus the money we had to spend on an inspector. Tired of dealing with them we opted to take the cash offer (def don't want their problematic floor replaced with the same) however the contract they sent was not what they offered and full of unacceptable stipulations. Can't reveal our plans at this point, but their failure to stand behind their warranty is unacceptable.

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