Woodchuck Flooring

It is unfortunate that you are unhappy with the floor you selected. We are very forthcoming with regard to our return policies, and aim to set realistic expectations for clients who are trying to achieve a colour match (often very challenging).
You brought a single board from your previous flooring purchase from years ago in order to make your selection. We recommended more than once that you take home samples to see them in your lighting, and right up next to the existing floors you wanted to match. You declined to do so.
When you made your selection and purchased Wheat Nuance, we explained our return policy. However, you later changed your mind and wanted the ProSeries Santa Fe instead. We are very accommodating where possible, and were able to change your initial order per your request to the ProSeries Santa Fe. Timing was on our side as the order had not yet been produced by the manufacturer. We also issued a credit for the difference in price despite our return/exchange policy.
To date we have not seen a sample of the floor you purchased. The boxes we shipped you identified the product as ProSeries Santa Fe, which is what you purchased. If you believe you have received something else in error, please reach out to us.

We are sorry to hear that you are unhappy with your basement floor.

We were contracted by Elite Construction to install a Torlys vinyl floor in your basement. Our written agreement with them expressly indicated that preparation of the subfloor and leveling of the concrete was not within the scope of our work.

After we finished the installation we were contacted about unlevel or hollow areas in the floor. At that time we explained to your contractor that this was due to the concrete subfloor not having been adequately prepared. We were instructed by Elite Construction to remove the floor so they could correct the uneven concrete and then we would reinstall the floor. This was a separate contract with Elite and was chargeable. To this they agreed.

Upon returning to reinstall the floor we found that very little work had been done to correct the subfloor deficiencies. We contacted Elite and were instructed by him to continue and that he would take responsibility.

The work we were hired to do was completed according to the arrangements made by your contractor. We have made numerous attempts to make contact with them and discuss further, but have not been able to reach them.

With regard to your comment that we installed quarter round in order to conceal unnecessary gaps, I have included the follow directly from the Torlys installation guidelines for your floor:

"A minimum of 1/8” (3.2mm) expansion wedges must be used at all walls and vertical obstructions, to allow for proper expansion/contraction space. The wedges should be removed after the flooring installation has been completed, and the expansion/contraction space should be covered by baseboard, quarter round, and/or drywall (if wall is undercut)."

As you can see, expansion/contraction space is required, and so quarter round or other trim is used to conceal that space around the perimeter of the room.

We take customer satisfaction very seriously and are disappointed that things have turned out this way. Should your contractor who hired us wish to re-visit this project, we would be happy to discuss that with them.

Thank you for your review! We are happy to hear that you are so pleased with the final result!

We really appreciate your feedback, thank you for taking the time to share your comments! It was a pleasure working with you and we look forward to helping on your next project!

Thank you for your review! We enjoyed working with you, and hope to help out with your next flooring project!

Thank you for sharing your comments!

We appreciate your great comments, and are very pleased that the team made the project go smoothly with minimal disruption to your home. We enjoyed working with you!

We appreciate your time in providing such great feedback about our team!

Thank you for providing a review, we look forward to working with you again in the future!

Thank you for your review of our service, and we are so pleased to hear that the results are still being enjoyed years later!