Here are the facts relating to this case: the original job was successfully completed Mar,2018.
We were then invited back and asked to help address an extensive flood repair 5 months after the initial install. This was also completed successfully and a testament to our value.
Months later an issue was discovered with the floor, and both Roy and a Manufacture rep went to address and assess the matter. Installation at every stage was deemed done correctly the manufacture and Invision.
Both the manufacturer's rep and the general contractor (hired independently by the customer) were happy with the installation.
It is incorrect to suggest Invision would talk them out of a floating floor. We install floating floors all the time with great success. This customer was moving into a condo for the first time after selling their home which they had lived in for many years. This, for us, is a trigger to discuss the differences between living on a floor that is nailed down and one that is floating. It is our responsibility to have this conversation and we had a very extensive one. It was our gut feeling that this customer would have preferred a glue down application so we recommended it because it feels like a nailed down installation. The customer would not have had to adapt to a floating floor. A glue down installation is more expensive and in the end these customers, after considering everything, elected to go with the floating floor.
In conclusion we were correct that the customer should have gone with a glue down installation. Despite the current floor having very little movement relatively speaking, there were a couple of spots that most people would have accepted understanding that this was a floating floor - this customer, however, could not.
Attempts were made to level and correct the area but it wasn't good enough for the customer. In our opinion this rating and review has everything to do with the customer's choice to go with a floating floor and regretting their decision. Every effort and beyond was made to satisfy this customer, but, as logic would suggest, a floating floor will always have a degree of movement in it - it's impossible to make that go away.
To this customer I would say, if there ever would be a next time, please glue down your floors.
We are saddened to have such a negative review post but believe we have handled the situation and the review's reply in a manner that will add credibility to our business.
Dov, Roy and the Invision team