Laminate Flooring Issue With Customer

beachwork

We installed customer supplied laminate floor in the customer's basement in August of this year. The customer is calling now wanting us to rip the baseboards off to prove to him that the floor is not touching the walls. My guys say that they used the spacers and that is not touching the walls, however, there may be some spots that it is touching the walls, as the customer has taken off a 6" piece of baseboard and claims it is touching. What type of warranty should accompany customer supplied material? Is it ok if there are a few spots throughout the flooring where it is touching the wall. Taking into account in most places the drywall is up off of the floor and therefore there is a 1/2" space from floor to studs? This customer is unreasonable and calls often yelling about ridiculous things. Might I add his basement renovation turned out beautifully, however, it seems he will never be pleased. Any suggestions??????

tommymcollins

he is a bit much , you should just look at it to please him , if you can do a quick fix ,so be it , customer is always right , but as long as it is not touching the studs it should be fine , if also not to tight against the sheet rock
good luck

Floorwizard

One good reason to not install customer supplied goods. Maybe for some it is OK, but for me there is too much liability with low profit.
However, if there is not the 1/4 gap required for a good install then I would go out and please the client. Even though I would argue (to myself) that a few spots would most likely NOT affect the entire floor, I would still do it. Be the pro and you should be rewarded.

If you do a good job then the client may tell a few friends. If you do a half a** job, then the client will tell everyone.

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beachwork

Thanks so much for your quick replies. We have gone and looked at the work without pulling all baseboards off. I have called a few professional flooring installers in the area. The general consensus is that there is no problem until there is a problem. The laminate can be touching the wall in some areas and not prove to be a problem at all, however, having said that, if a problem does arise then it is a very easy fix and the baseboard in that area should be pulled off and the floor cut back with no other damage incurred. We sure have learned our lesson installing customer supplied materials. That will never happen again. Thanks again for your quick responses. This particular customer has been unreasonable from the onset of the project, has been afforded many discounts and even some work has been performed at no cost in hopes of keeping the peace with him, however, with some client's there just is no pleasing them. At the same time he always makes sure to tell me that the work is beautiful and that his basement is full of top notch craftsmanship, that is between the yelling and ranting. It is sometimes tough and frustrating to deal with people like this.

PrecisionFloors

Thats exactly why he treats you the way that he does....you are rewarding his behavior with discounts and freebies. Just food for thought. Some customers are a lot like young children. You must show you are worthy of respect before you will get it.....weakness only incites unfavorable behavior.

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beachwork

Point taken. You are so right. Thanks for being so candid.

HPJeff

In the future try to identify these customers by they're actions. You can tell by how they are during the bidding process. The more they barder and deal with your bid or prices, the more they will pick apart the work you do and the more they will hold against you. And anytime someone decides to buy their material from a source other then you, to save money, you can assume they are not willing to pay for your knowlege and experience and you can figure on the same outcome.

beachwork

So, now the customer has removed a piece of baseboard where he is finding it squeaks and says that there is the odd piece that is touching the wall, however the wall is above the floor and then there is a 1/2" gap to the studs. What is your opinion as far as returing to cut this floor back? Do we go to, once again, please him or truthfully are we just asking for more unfavourable behaviour? I want to wash my hands of this guy but at the same time we don't want the quality of our work questioned. What is your advice? If we do return what is the best tool to cut this floor back with minimal damage? We had two employees install this flooring and they claim to have used the proper spacers. One the of the employees no longer works for us so that leaves a question as well. The other guy is our top guy, his work is second to none and he is loyal, truthful and respectful. Fact remains, obviously, there is a spot where the floor appears to be touching the wall. At the same time there is the 1/2" gap from sheetrock to stud and the sheetrock is not touching the floor. Therefore, a 1/2" gap remains. We are exasperated.

AtlanticWBConst

FWIW: We don't warranty customer supplied materials. We put it in our contracts.

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Floorwizard

Correct me please if I am wrong but that only protects you from the stupid people.
If your licensed, bonded, and insured, a court of law still expects you to be professional. You just cannot put whatever into a contract and it will guarantee you no liability whatsoever.

Again, please correct me if I am wrong because I am under this understanding.

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beachwork

I have just made those changes to our contract as well.

PrecisionFloors

My advice would be to have a respectful and calm, yet stern, conversation with the homeowner. Ask him specifically what his concerns are. (shut up and listen at this point) IF his only concern is squeaking, set up a time to come out and fix it, with the understanding that this is his last opportunity to run you around in circles.

Pull the base, find the spots that are tight and trim them back. I personally would use my Fein Supercut for this but others have used jamb saws turned on edge before ( I don't condone that though) or a toe kick saw with a piece of 1/4" plywood as a spacer.

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Tile, Hardwood, Laminate, and Resilient
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Floordude

Ok. you have to put it to them like this...


An expansion gap is left around the perimeter for the laminate to expand. In a basement setting and the known higher humidity levels in the basement, it is common for the laminate to swell and take up that expansion space. That is whayt it is there for. Now if you cut it back and you are going into the lower humidity season, the laminate is going to shrink, and the baseboards might not cover the shrunken laminate leaving a gap to be seen at the baseboards.

If the floor is not buckling or making noises from compression, there is no claim. If it is, then cut it back flush with the sheetrock or a little farther, replace the baseboards and be done with it with a signature the corrections were performed as requested.

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beachwork

We are such a small business and obviously don't have all the answers. I can't tell you guys how much everyone's input is appreciated, helpful and useful. What a great group of contractors!

skymaster

Beachwork: pardon this really dumb question, since the sheetrock is 1/2 above the floor, which is fine, covered with base, why not just pop the base and cut a bit off the sheetrock???????????? this way if the flooring does shrink it will not show. Rock is soooooooooooo much easier and faster to cut. Way way safer also you cant screwup the flooring and give him something else to bitch at

ALCbuilding

sounds like it already fits under.

dokuhaku

We have a winner!

Jerry T

That's what I'm getting too ....

DavidC

We don't warranty any products unless we actually make them. We do warranty correct installation. If we install according to instructions supplied by the manufacturer then any product issues belong to them regardless of who bought them.

I would agree that the product may have expanded and filled the expansion gap. Or possibly the floor has floated to one side. Either of those scenarios would mean the floor is just fine as long as it's not heaving. I can't help wondering if the manufacturer allows this particular floor to be installed below grade though.

You might consider asking your customer if he is willing to pay for your labor if you turn out to be correct.

Good Luck
Dave

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beachwork

I am in total agreement. I am contacting the customer this morning and putting it to him exactly like that, if he insists on us cutting the floor back (we have considered cutting the sheetrock instead of the floor and may do that) we are going to do just that and I will have him sign off on it. Done. He will have the option and we will wash our hands of him after meeting his requests this final time. I will keep you posted on the outcome.