Kraus Flooring - They would rather lay blame than stand by their product

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We built a home 3 years ago and put Kraus engineered hardwood throughout our home. It had a brushed finish.

The installer noticed that there were boards that were coming out of the box that were defective. Once the floor was in, we had to have them come back and repair boards that started to split. Kraus advised that it was our fault with the cleaning products we were using. The company that installed it in our home agreed that it was defective and replaced the flooring.

We were told that we could not go with the brushed finish and more and had to go with a low shine. It changed the whole look of our home. We wanted to go with the same flooring. Not even a year after the replacement flooring was put in, the flooring has started to have bubbles appear in some of the boards.

Again, the Kraus representative came and looked at the flooring. We were told that once again, it was our fault. Our flooring is not even a year old and it looks like it has been in our home for 10. We have this flooring throughout the majority of our home.

Kraus definitely does not stand by their product. I would definitely not recommend it.

Product or Service Mentioned: Kraus Flooring Hardwood Flooring.

Reason of review: Bad quality.

Monetary Loss: $20000.

Preferred solution: Let the company propose a solution.

Company wrote 0 public responses to the review from Jan 19.

Kraus Flooring - Don't Buy Kraus Carpeting-- or you will be in for a ton of let down when it is not the quality you expect!

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Details
Advertised vs Delivered
Customer service
Exchange, Refund and Cancellation Policy
Product or Service Quality
Value for money
Warranty

I have had Kraus carpeting in 3 rooms and a hallway. After 6 months, I noticed the carpet in the hallway was worn-looking--the texture retention was waning.

Approx 9 months after the carpet was installed, I contacted Kraus. They sent out a carpet inspector & he rated it a 3 after just 9 months of installation-- just above the international standardized rating scale for loss of texture of 2.5 at which time they will honor their warranty & replace the carpet. I reported Kraus & their poor quality carpet & lack of honoring warranty to the BBB, but Kraus would not budge. DON'T buy Kraus!!

My thought is they collude with the carpet inspectors whom they pay to rate their poor quality carpets just above the international standardized rating scale to get out of honoring their warranties. Kraus warranty states: Kraus Group of Companies warrants that the surface pile of this carpet will not exhibit a significant loss of texture under normal residential use for the listed warranty years following installation, provided that the carpet is properly installed and maintained indoors according to Kraus maintenance and installation recommendations (see general warranty details). Texture retention is defined as the ability of the individual carpet tufts to retain their visible shape and not burst, bloom, or lose their twist at the surface of the carpet.

Abnormal loss of texture is defined as a rating of less than 2.5 on the international standardized rating scale, CRI TM-101 (1.0 = severe change; 5.0 = new or no change). A professional cleaner must clean carpet under this warranty at least every 12- 18 months.

Product or Service Mentioned: Kraus Flooring Carpet Flooring.

Reason of review: Warranty issue.

Monetary Loss: $2000.

Preferred solution: Full refund.

Company wrote 0 private or public responses to the review from Jul 09, 2017.

Comments

Anonymous
#1358426

In a recent call to Kraus customer service regarding their unwillingness to stand by their warranty, I asked the representative if Kraus had a 100% customer satisfaction guarantee. Her response, "No." Enough said!

Kraus Flooring - KRAUS WARRANTIES

2 comments
Not resolved

Floor edges are lifting from core. Need four boards replaced!

Called four times also carpet tech called with no one ever calling back. Claims department never returns calls!!!!!! Irecieved aletter from Carpet tech his hands are tied.Letter declined my claim..... MOISTURE FROM SWIFTER!!!!!!!

Pisspoor flooring material!!!!! Bad material Kraus does not stand behind manufactures' Warranties!!!!!!!! Kraus never. Returns calls claim department .

They donot care about about claims!!!!! Carpet Tech called Kraus also sent pictures of bad floor boards.He got tried of fighting.So I started calling with no results KRAUS does Not stand behind warranties?KRAUS *** POOR COMPANY!!!!!!!!!!!!!!!!!!!!!!!!!!!

Reason of review: Warranty issue.

Company wrote 0 public responses to the review from Mar 07, 2015.

Comments

Anonymous
Tacoma, Washington, United States #1235977

IF YOU DID NOT PURCHASE THE PRODUCT DIRECTLY FROM KRAUS, THEY SHOULD NOT CONTACT YOU. GO TO THE PERSON YOU GAVE THE MONEY TO- THEY SHOULD HANDLE THIS, NOT THE MILL OR DISTRIBUTOR.

Anonymous
Saint Augustine, Florida, United States #1082156

This is a grey area, I happen to know that Kraus flooring products are of very high quality. I have been using them for years.

I also would like to add that they definitely care a lot about the final user. Although when it come to issues like you are experiencing, the dealer and installation company should care enough to handle something as simple as 4 board replacements. I that fails then they have not done there job and im sure Kraus would have no problem supplying the consumer with with more than enough replacement product to handle any issues. This is a manufacturer and unfortunetly they are not in the installation business, which unfortunetly they would be left out of the equation.

A

Kraus expects any of their dealers to handle any issues like this to be handled professionally and timely for the consumer. Ypu should let Kraus know if this is not the case of the pos dealer.

Jaime Wood

Sensible Flooring

St Augustine FL

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