Complaint Review: Mocav Inc. (Laminate Floor Manufacturer or Re-Seller in Canada - sold in Home Depot) - Maple Ontario

Hi Everyone, this is the first time i am reporting somebody, but this is just to be fair,  the company sold faulty laminate, and then provided zero customer service when we contacted them with the problem that the floor is prolapsing

Story:

We have purchased laminate floor for our living room in April. During installation we noticed that there was a few faulty laminate sheets. We threw them away and finished the installation. During the first day one of the sheets close to the wall prolapsed, and we decided that that was one more faulty sheet.

Within last few months more and more sheets are prolapsing. We have submitted the claim to the manufacture Mocav Inc, which seems to me is simply a re-seller for Laminate sheets not actual manufacturer. I was contacted by Ms, Bonnie that works there, she pretty much said claim is denied, refused to send somebody to confirm that the sheets are faulty, i really suggest people to check with Home Depot who is actually manufacturer, and if it has anything to do with Mocav Inc. please be careful and choose somethign else if you can,

here is a copy of her email:

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Hello,

Thank you for what you have supplied.

We have determined that the issues that you are experiencing are due to the lack of Acclimation.

Product was supposed to be acclimated in the room where it was to be laid for at least 48 hours prior to installing. When this is not done, the floor has not had a chance to adapt to its' ambient conditions and will affect its integrity. I have attached the installation insert for your reference.

As what you are experiencing is an installation related issue and not a manufacturers defect the claim is denied.

 f you have any questions, do not hesitate to contact us.

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Here is my response to her:

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Hi, we have followed the installation instructions accurately, the issue is definitely manufacture related as the more we used the floors the more prolapsing is taking place, there was no over usage and no harsh usage. The 48 hrs acclimatization was in the same conditions - we kept it in the same room for exactly 2 days prior installation, as i did with other laminate in the house, that is not experiencing these issues after 5 years post installation.   Also to your knowledge even during the installation we have thrown few of the pieces which looked defective (i.e were not locking properly)   I understand that your job is to find the excuse in order not to cover this, and it is nothing personal, but i can assure you that the only reason we submitted this claim is because  the product is faulty and consumer protection acts apply, and we hope that you will act on this in a respectable manner.   We are prepared to allow your techs to take a look and verify our claims, in order for you to reconfirm what we are describing.    We have never filed similar claims in the past for your info, and we hope that you can resolve this in a respectable manner.   We are copying our lawyer on this email, we hope we don't need to take any legal actions of course,     ----------------->  

Dear Mr. ,

We are in no way looking for a way to find an “excuse” not to cover your claim.

We maintain that the lack of the acclimation is the reason

1. your floor did not install well
2. you are experiencing separation after installation

The reason how we came to this conclusion was your response 3 times on the attached claim form advising that your product was picked up from the store and then immediately installed.

Acclimation is an integral part of the installation process. We maintain that the issues that you are experiencing are installation related and the claim denied.

Sincerely,