I recently decided to undertake some redecorating around my flat with the intention of getting rid of the carpets and painting throughout.
I enjoyed spending quite sometime looking at various alternative flooring options, everything from vinyl, rubber, solid and engineered wood options.
The complex I live in has a centrally managed and controlled underfloor heating (UFH) system, which is switched on by the central control office between October and April every year. Individual residents are unable to unilaterally control the UFH temperatures; all aspects of this system are centrally managed.
I found a reputable flooring company (well-known within my city) who had previously laid multiple floors (mainly carpets, they say) within my very large flat complex. Even though they have experience of laying floors within this complex, I made sure they were aware of the the UFH arrangements before any further conversations were had, and I then expressed my desire to get engineered wood installed.
Long story short, the wood was finally installed earlier this year. Almost immediately I noticed gaps between the floorboards, which I immediately raised with the installer. The installer suggested filling these gaps with filler.
That was six weeks ago.
Now, less than two months later, the installer has returned to finish off something unrelated, and I’ve shown him gaps that have appeared throughout the flat. Obviously the wood has significantly shrunk. In addition to these gaps, some of the planks have started splitting at the top and I’ve also noticed areas where the glue has failed and the planks are pulling away from the floor.
This floor has cost me an arm and a leg! I have so far paid a deposit of 50%. Several thousand ££££.
The installer now says that the engineered wood that I have chosen is unsuitable for the floor because the UFH gets too hot, thus causing this damage.
From my perspective, the salesperson I liaised with on multiple occasions prior to purchase was given all the facts I had to hand about the UFH but he did not ask anything more other than whether UFH exists or not.
I am not a flooring expert.
They are.
If the wood I was keen on purchasing from them was not suitable I would have expected them to point that out.
A survey of my flat was undertaken by them prior to purchase and installation, no issues were raised then. I was not warned about any of the risks of installing this engineered wood over UFH.
Obviously I would like this mess replaced with something else - at their expense.
But I get the feeling that they are now dodging my calls and hoping to string this out.
The installer suggested we wait until next winter to “see what happens”.
I unfortunately have never been able to handle the complaints process well - getting far too emotional about it - and these suggestions have got me very hot and bothered.
I want to find a strategy which is friendly, firm and persuasive. I want this problem sorted out swiftly.
What are my rights here? What should I do first? Get a second opinion? Write them a firm ‘legal’ letter? Can anyone point me in the right direction on this to ellicit the best outcome? Don’t want to go in all guns blazing but on the other hand I want this resolved swiftly so I can move on with my other renovations.