Advice about flooring complaint

[bigeasy]

Hi Guys,

I have a customer who is complaining about a laminate floor they bought from me. It is creaking when they walk on it.

The sub floor is level and a suitable expansion is all around the walls and under door frames. However they have a stone fireplace that is uneven so the expansion gap cannot be hidden by scotia or a doorbar so it was filled with a colour matched silicon.

The manufacturer had an independent inspector have a look and their report states that the creaking is caused by a lack of expansion gap (due to the silicon) and the material is fine.

My main issue with this report is that even if it is tight against one wall and there is an expansion gap everywhere else, how does that make the whole floor creak?

It was fitted by a sub-contractor, one they specifically asked for. The report says that it is a fitting fault (the lack of expansion).

Who is responsible for replacing? Me, who supplied the flooring, or the person who fitted it?

To muddy the waters a bit, it was an insurance job, so they needed a quote that included the fitting cost, usually this is a separate thing, but in this case I included it on my invoice to make it easier for them.

Any advice would be a big help, this is the first complaint I've had.

 

[Darrenchase]

Hi Guys,

I have a customer who is complaining about a laminate floor they bought from me. It is creaking when they walk on it.

The sub floor is level and a suitable expansion is all around the walls and under door frames. However they have a stone fireplace that is uneven so the expansion gap cannot be hidden by scotia or a doorbar so it was filled with a colour matched silicon.

The manufacturer had an independent inspector have a look and their report states that the creaking is caused by a lack of expansion gap (due to the silicon) and the material is fine.

My main issue with this report is that even if it is tight against one wall and there is an expansion gap everywhere else, how does that make the whole floor creak?

It was fitted by a sub-contractor, one they specifically asked for. The report says that it is a fitting fault (the lack of expansion).

Who is responsible for replacing? Me, who supplied the flooring, or the person who fitted it?

To muddy the waters a bit, it was an insurance job, so they needed a quote that included the fitting cost, usually this is a separate thing, but in this case I included it on my invoice to make it easier for them.

Any advice would be a big help, this is the first complaint I've had.

It will be down to the fitting.you cant fill an expansion gap with silicone it defeats the object of having the gap there to begin with.like I say the fitter will be responsible and have to sort out the expansion as I don't think the floor would need to be replaced.what happens is the floor expands under heat and the
Whole floor will move and eventually cup the planks so it will need to be sorted ASAP. Just to say I am a floor fitter myself and run my own floor company and have seen this before.

 

[bigeasy]

Hi Darren,

Thanks for the reply.

The floor they had before was quickstep and was fitted in the same way. I fitted it myself years ago and they had no problems. Quickstep sell colour matched silicon for filling gaps around things that can't be beaded, so I know that while it's not ideal, it is something that is done.

It doesn't explain the floor creaking underfoot on the other side of the room though. It has been examined and there's expansion gaps everywhere but the fireplace, so it's not like it's trapped in anywhere.

I was a wood fitter for 10 years and I've never seen this problem before.

The main question is am I legally liable for the fitting problem as I have charged for it on my invoice or is the fitter liable.

 

[Websitehandyman]

What does the fitter say ? if they picked the fitter whats it got to do with you?

I've not got much experiance of lami floors but used to strip and polish wooden floors and did some contracting years ago. Anytime I came accross cracking floors it was down to to what was used under it if the was rook for movement around it.

 

[bigeasy]

The fitter has emigrated to Egypt, so can't really do much about it.

I was just worried that because I've invoiced for the fitting that I would be legally liable, even though I only did it to be helpful to them. The fitter was my main laminate fitter and also my dad. But he was self employed and I recommended him to customers.

 

[Darrenchase]

If you invoiced the fitting and the fitters run away I think it will be down to you I'm afraid. The only time I've had creaking floors is due to expansion. What underlay was used?

 

[Darrenchase]

Also what floor was it this time ?as quick step is an excellent floor

 

[bigeasy]

The underlay is timbermate xl and the new flooring is balterio. Both excellent products.

I thought I would be liable, I've already offered them a replacement.

 

[Darrenchase]

The underlay is timbermate xl and the new flooring is balterio. Both excellent products.

I thought I would be liable, I've already offered them a replacement.

they are good products and not cheap. could it be dry joints on the boards rubbing causing creaking?ive heard this happening but not come across it myself its the only other possibility i can think of if expansions ok.why havent they taken you up on the replacement floor then?

 

[DuncanH]

Just thinking outside the box here but what was the cause for an insurance claim? I was just thinking if its flood or anything water related could the wood be expanding more than usual...
Like I say outside the box here as I'm a vinyl and carpet contractor by trade and know full well how moisture can react with our products!

 

[bigeasy]

It was a radiator leak, but that was late spring/summer last year.
They have taken me up on the offer, I just wanted to know where I stood from a legal standpoint.

 

[Beachcomber]

If the floor is creaking at the other end of the room I'm suspect the sub-floor. Was it laid on ply / floorboards / chipboard?

Also, was the flooring allowed to alcimatise in the room before fitting?

 

[bigeasy]

Yeah, it was left to acclimatise, the sub-floor is concrete.
The manufacturer is going to send the planks off to be examined once they have been lifted, if they are found to be faulty I'll get my money back.