HELP! Hardwood manufacturing defect? Pro's please chime in!
Upon recommendation we decided to purchase from a company called Amazon in Markham.
We opted for a 6 3/4" wide plank, 3/4" thick, engineered hickory. Hardwood was supplied from a company called Biyork Canada.
We first contacted Amazon to know we had issues on May 22nd. We first heard back from Biyork on June 3rd. Biyork came to the house on June 18th to inspect the wood. They could find nothing wrong with the install, no moisture damage, humidity level was fine, etc. At that time the rep said it certainly looked like a manufacturing issue and could not explain the "flaking" or reasoning behind it. They said they were filing a report and we
re probably going to need at least half a day to fix all the spots/issues (sand, re-stain and top seal) and would likely need a small crew. I asked the rep if he would be the one doing the repair and he said "no".
Jump forward almost a month, I asked for an update as I hadn't heard back from Biyork. I heard back from Biyork on August 11th but with it being the summer and juggling working from home and vacation they didn't actually come by until this past Friday (September 4th). It was the same rep that came to the house, and he was by himself. Came in our front door and within seconds knew there was no way he could handle the task himself (we were asked to mark all the damaged spots with a small piece of masking tape). He brought out a small can of stain and attempted trying to re-stain some small spots which of course was pointless and did nothing. He then took more pictures, and said it looked worse than the first time, which may have been true but we took the time to mark all the spots this time. He got on the phone again with his boss/manager and said there was no way this was repairable (at least by him). Again I was shocked because he told me the first time it would not be him that would be doing the repair. I also found out he did not file an official report as he said he would. I asked again about the warranty and what would be done, he couldn't comment other than saying that they had to get in touch with the actual factory that manufactured the wood. He took more pictures of the damage, pictures of our receipt along with pictures from the original boxes (lot # etc.) Biyork said they would get back to us this Tuesday, after labour day.
My fear is even if they try to repair it, the flooring will continue to deteriorate. Clearly this is a manufacturing defect!