Opinions

Shop I sub to installed LVT to a ground floor & upstairs office a few years ago before I worked for them. Customers not happy and they asked me to go and have a look at it as the fitter that carried out the installation has since retired. When I went to take a look the floor looked as good as the day it was installed apart from 2 tiles lifting. There is slight bumps in the hallway we’re the natural light catches it but it still meets SR1. I have advised them it meets the relavent standards so the shop don’t have to do anything.

the upstairs office has a gap between the LVT and skirting of about half an inch along one wall. I think this is due to the house settling with it being a new build.

Anyway customer has paid for a report by IFI flooring inspections. The report found the slight bumps but didn’t measure if it met the correct standard just stated he could see them. Also the gap in the upstairs office he noted as the tiles being cut short of the wall which I find ridiculous as the customer said they weren’t there when first installed.

Has anyone dealt with anything similar, the report backs up the customer but the shop doesn’t know what to do. The customer wants it all ripping out and a full refund

 

I’d tell the customer no chance. Skirt has moved. So you can replace the cuts at a cost of silicone it.

 

I’d send a email back saying you want a copy of the report to proceed

 

I’ve seen the report mate, it blatantly states the tiles have been cut short even though the tiles and ply are half an inch short of skirting.

What would you advise for the ground floor? I can see the small ripples but it still meets SR1. The report has no mention of testing it to meet SR1. It just states they can been seen.

 

I had something similar years ago, was a new build, builder tried to say i'd cut all the upstairs carpets about half inch short, when i went to look, i pulled back the carpet and could see the paint line one the floor from where the skirting was originally painted, about half inch from the skirting, the bathroom had a circular bath with tiles round the top to the wall, the original bead of silicone was about half inch away from the wall, so told them to fuck off

 

Luckily I have nothing to do with this job but may have to carry out remedial work. I get the impression the customer may take this all the way. And the report seems to favour the customer although I know it doesn’t really contain anything!

 

They want it ripping out and a refund even because they're bored of the colour, tell them it cab be repaired unless the particular lvt has been discontinued

 

My thoughts exactly mate

 

The shop should get their own independent inspector out, a properly qualified one

 

I think this is what they are talking about doing, although I’ve checked the website of the one they used and it all seems above bored. The report seems to be the laziest report you could prepare and seems to have wrote what the customer wants as it’s them who’s paid.

 

Speak to Matt at floorskills and I’m sure he can help.

 

Are they trowel marks ?

 

Yes possibly but very slight.

 

I’ll pass it on, id rather not be involved but if they agree to remedial works I will probably be the one carrying them out

 

I'm not sure, but i think if it went to court, the shop may to have to be given the opportunity to rectify the problem

 

I would ask what qualification the inspector has. they haven't referred to any standards which will go in your favour and it looks like they may have written a report for the paymaster and not the floor. Not the first time this has happened and won't be the last.
Ensure you are armed with a technically competent report that deals with the actual evidence and refers to the standards. Then present it to the customer and based on how it is received decide how to go forward.

 

I find the above tactful manner best when dealing with builders also..

 

Quick update, this has now escalated as the customer now wants to go to mediation, since this he has applied white silicone to the perimeter of the floor, although this was not needed as I had seen it previously. He’s now told the shop this was done by the fitter, which I know is a lie. He has had another local shop out to quote to uplift and refit new and screed etc. the quote came to £4000 approx. He has stayed in his mediation he would like £7500 approx. Unbeknown to him the shop owner I work for is very good friends with the one he got the quote from and they have passed all Infomation over and admitted he applied the silicone himself. Can the shop refuse all warranty/guarantee as the floor has been modified?

 

If the fitter had done the silicone, how would he have known it was short?

 

No I mean he has done the full ground floor aswell we’re the fitting was spot on, unsure why he has but he’s told the shop there fitter done it and told the other company he applied it