I bought some glue down hardwood floor from Marion, who is a sales lady at S & H distribution. Initially I wanted to install myself but then decided to hire a contractor to do the job. I contacted Marion and she told me that she could let her contractor to do the job and all the warranty issue would be handled by SH distribution. She assigned the job to her contractor Israel, Israel then sent his contractor, Mario, to install the floor. On 7/19/2013, two days after the installation, I noticed that almost 1/3 of the floor was not glued down and the transition piece came off. I contacted Mario, he came back and did the inspection. He agreed to replace the floor for me. After three days of waiting, I contacted Marion, the sales lady about the problem, she was very responsive at that point and told me she would take care of the problem going forward. On 07/24, she and her sales manager came to my house, and promised me they would take care of the problem and replace my floor. Since then, I have kept contacting Marion asking for update. At one point, she told me that they were ordering the board, but due to heavy rain in the area, it was not easy to put my job on the schedule. more then three weeks have passed, then suddenly this week when I asked for update, she told me that I need to go to the installer for warranty issue and insisted she was not liable. I have the text messages saved which clearly shows that she told me that the warranty will be handled by SH distribution not the installer, it also shows that she and her manager have agreed to replace my floor. If she think the warranty should be handled by the installer, why did she told me that they are ordering the board, why did she and her sales manager even bother to come to my house to inspect the floor? As a good business practice, they should keep their promise and replace my floor. I don't know the installed, the installer is their contractor. They should be responsible for the job their contractor does for the customer.
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