Northern Virginia Hardwood Supply Reviews (%countItem)
Northern Virginia Hardwood Supply Rating
Address: 2810-A Dorr Avenue, Fairfax, Virginia, United States, 22031
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Northern Virginia Hardwood Supply sold defective, poor quality, low grade hardwood material and failed to deliver an acceptable good quality replacement material or issue refund and settle a reimbursement claim for lost time.
January 30, 2020
We are writing this letter in response to the letter we received from you dated January 21, 2020 in reference to complaint ID; ***.
We appreciate your taking the time to hear our side of the story. *** purchased 105 cartons of *** 5" Hickory *** that we delivered to him on October 8, 2019. On October 15, 2019 . *** notified us that he and his installer were having issues with the floor. We then set up an inspection of his floors on October 22, 2019 with Chris M, one of the owners of Northern Virginia Hardwood Supply, and ***, the *** representative. From this inspection it was concluded that there were more imperfections in the floor than normal. In our industry the standard is about 6%, which means that an extra 6% of material is ordered to allow for waste and imperfections. It is always up to the installer for final grading and inspection of the product. At this point . *** and his installer had installed the entire second level of his home. On . ***'s job, his installer went through the cartons of the *** and picked out the pieces that were acceptable to them and installed them on the second level of his home. When the inspection was done on . ***'s floor on October 22, 2019 it was concluded that the flooring that was installed on the second level was acceptable to industry standards. All parties agreed with this finding, including . ***. From here it was decided upon by all parties that new material would be ordered and delivered to his home. It was also agreed upon that extra material would be ordered at our expense so that . *** and his installer could go through it and choose the pieces that were acceptable to them.
*** picked up the 54 cartons that were not installed on the first level and delivered 54 cartons of new material as agreed upon by . ***. When *** delivered this new material to . *** he refused the material. Since he no longer wished to install the 54 cartons of *** 5" Hickory *** on the first level we offered to refund . *** for the 54 cartons. We emailed him a letter on January 21, 2020, before we received your letter. We still have not heard back from him. We do not feel that we should have to reimburse him for the floor he installed on the second level since he agreed at the inspection on October 22, 2019 that this floor was acceptable to him. We have filed a request with ***, on . ***'s behalf, that they issue a credit to . *** for his lost time. We are truly sorry for the inconvenience that this has caused . *** but feel that we have done everything on our side in a fair professional manner.
We are also enclosing a copy of the letter that we emailed to . *** on January 21, 2020.
Please let us know how you wish for us to proceed and how you recommend that we get his refund to him since we have not heard back from him.
Thank you for your time,
Kevin M.
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:
February 2, 2020
This letter is in response to the letter you received from Northern Virginia Hardwood Supply, LLC dated January 30, 2020. I greatly appreciate your help with resolution of the ongoing dispute for the sale of defective hardwood flooring material by Northern Virginia Hardwood Supply, LLC. There are several incorrect statements in Mr. Kevin M's letter. In addition to notifying Mr. Kevin M thru text about the quality issues with the hardwood on October 15, 2019, I texted pictures of poor-quality hardwood to Mr. M on October 16, 2019. I also provided the samples of bad hardwood to Mr. M in the Fairfax store on October 18, 2019. Mr. M's response at the time was that he has not seen these type of quality issues before with hardwood flooring from *** and told me that he is going to talk to the manufacturer's representative and arrange for a job site visit.
On October 22, 2019, . *** from *** (Distributor) and Mr. Chris M, one of the owners of Northern Virginia Hardwood Supply, LLC (Retailer) visited the jobsite. I showed these gentlemen a lot of examples of poorly manufactured hardwood issues, including but not limited to, missing tongue, chopped hardwood edges, cracks, warped hardwood, honeycomb finish, indentation m*** and significant number of small pieces in all the boxes. I also pointed out similar manufacturing defects such as cracks, indentation m*** and honeycomb finish for the installed hardwood to both. *** took samples of the bad hardwood and pictures of the defects in installed floor for sending to manufacturer, ***. I did bring to the attention of both *** and Mr. M that due to encountering the poorly manufactured hardwood, the installers had to spend significant extra time to sort out the wood and plan the layout and resulted into additional labor charges due to lost time. *** told me to submit an invoice for lost time to the retailer Mr. M and he will file a claim with the manufacturer *** for reimbursement. Accordingly, I did email the invoice in the amount of $ 4,000 for lost time to Mr. Kevin M on October 27, 2019. At the conclusion of the job site visit/inspection on October 22, 2019, Mr. M stated that Northern Virginia Hardwood Supply does lot of business with *** and *** and assured me that they will use their leverage to resolve this matter soon.
As Mr. M has confirmed in his letter, there were more imperfections in the in the installed floor than normal. The percentage of poor-quality hardwood was around 15 – 20%, lot higher than the industry standard of 6% as noted my Mr, M. I did not receive any inspection report or agree with the findings of the inspection. My house was upside down in preparation for installation of the hardwood and I was left with no choice other than to sort out and install whatever possible to restore the living space, not knowing the timeline for resolution of the issue with the hardwood material. Mr. M did agree to provide replacement hardwood, but he never offered to order extra hardwood material at their expense for me and my installer to pick and choose the pieces acceptable to us and complete the project.
Mr. M's statement that I refused the material and I no longer wished to install the 54 cartons of the offered hardwood is incorrect. I declined to accept the delivery of replacement material twice on November 1, 2019 and December 17, 2019 due to discovery of similar quality issues as noted above by opening a couple of random boxes with Mr. M's knowledge/permission and in presence of the delivery guys from ***. Each time, the delivery guys contacted *** and Mr. M and informed them about the issues with the hardwood and decided to take the material back. I also notified Mr. M over the phone and provided the pictures of the defects.
I did not receive any email or letter from Mr. M on January 21, 2020. Throughout this episode, I have been very patient to resolve this dispute. My family has suffered a lot in dealing with ordeal related to sale of poor-quality hardwood by Northern Virginia Hardwood Supply. Till to date, the house has torn carpet and exposed stairs rendering the house not in a decent living and presentable condition. We wanted to have same hardwood flooring installed on both the levels, but now it would not be possible due to failure on part of Northern Virginia Hardwood Supply to deliver good replacement hardwood material to complete the project.
I am not willing to accept the refund amount for 54 cartons of hardwood without justifiable compensation for defects/imperfections related to installed hardwood on the bedroom level and re-imbursement of invoice for lost time. It has been over 3 months when I provided the invoice to Mr. M and no reimbursement has been made.
Thanks
February 27, 2020
We are writing this letter in response to the letter we received from you dated February 7, 2020 in reference to complaint ID; ***.
On September 27, 2019 . *** placed an order with us for 2,467.50 square feet of *** 5" Hickory - ***. The total he paid for this flooring was $16,124.48. *** installed 1,198.50 square feet in his upstairs. The cost of the upstairs flooring was $7,800.32. The *** representative came out to his job to inspect it and from his inspection concluded that the flooring installed in his upstairs was within industry standards. The flooring in his upstairs looks nice and is acceptable. *** accepted the upstairs flooring. This is why we do not feel that we should have to reimburse him for this flooring. His installer did have to spend extra time to pick through the cartons of flooring to choose acceptable pieces. This extra labor did not cost $4,000. The extra labor was submitted to *** by *** and was approved for $500. The amount of $4,000 that *** is requesting is more than the labor would have been to install all of the flooring in his upstairs. He is not justified in requesting this amount. We are offering to refund *** the difference of what he paid for all of the flooring for his entire house ($16,124.48) less the amount he has installed in his upstairs ($7,800.32) plus $500 in labor. This would be a refund of $8,824.16. We would like to refund this amount by his original method of payment which was a *** credit card. If *** would please call us & give us his card information we will refund it to him immediately.
We are sorry for all that has happened with his flooring and have tried to resolve this with him. We would like to get it resolved as soon as possible so we can both put this behind us. We appreciate your help in resolving this matter.
Thank you, Kevin M