ComplaintsforNGF Distributors

• Initial Complaint

  02/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased Neptune Elite Coastal flooring in 2018 from ************************ *** (65 *********************************** *********************** w770-683-9244). They do not have installers. I had the flooring laid in my 3 season room by a professional company ************************************************************************************* ************ cell770616-1860 or ************). CSM put a vapor barrier under the flooring and laid the floor according to instructions. There is one piece of the flooring that buckled and is creating a trip hazard and another two looking like they may cause a problem. I requested repairs to the three pieces of flooring in July of 2022. As of today, I have had no satisfaction. Timeless referred me to *********************** of NGF distributors(1230 *************************************************************************** 770-4758638w ***********). **************** came to my home and took pictures and said he thought the warranty would cover the problem. He had to verify it with Mr. *********************** of Neptune flooring. ******************** refused the repair. I asked **************** to send me the photos he took so I would have some idea as to how ******************** had come to that conclusion. **************** said he would send the photos but even after frequent reminders I never received them. I chatted with ******* and asked for Mr. ********* phone number. The representative would not give me his number, or the company Presidents name, or the address of the company. I made one more attempt to get answers from Neptune on Jan 24th . with no reply. The lifetime warranty is on the Neptune website.I hope you can help. I need the 3 boards replaced before someone trips and is hurt

  Business response

  02/22/2023

  This letter is in regards to the recent complaint # ******** located at *********************************************************** **.  NGF is a distributor of flooring products not the retail store where the flooring product was purchase in 2018.  I personally went to the customers home to inspect the flooring due to a separation of several pieces of flooring.  Upon inspection I found the sub flooring, which is located on top of a wooden deck had a dip in the sub floor which caused the product to buckle and separate.  The manufacturer Neptune and I agree this is an installation issue as the floor must be level.  My suggestion for her is to contact the original installers to see if they may be able to help her with her needed repair. 
   
  Thank you,
  ***********************
   

  Customer response

  02/26/2023

   
  Complaint: 19399287
  
  I am rejecting this response because:  It offers no solution to the problem.  I was given three prior excuses as to why the Neptune planks had a problem water, heat, and humidity.  After those were proven false, **************** (NGF Distributors) said he saw no reason Neptune would not honor the warranty.  He has not given me any proof as to why ******************* (Neptune) decided otherwise. CSM (the installers) insist its a defect in the Neptune product.  Because each of these companies is pointing a finger at the other, with no proof on either side, I would ask you to include C.S.M *************** (410 **********************************************************************; primary cell ************ or ************)in my complaint.  After repeated attempts to contact C.S.M.  they have not responded since being accused of a poor installation job by *****************
  What I want is 4 defective boards replaced out of the approximately 360 sq.ft. of Neptune product in my 3 season room.  I have enough boards for the replacement, I need someone with the expertise to do a good job in replacing them. 
  
  Sincerely,
  
  *******************

  Business response

  02/27/2023

  This is our final decision as the distributor, and we are closing out this compliant.

  Thank you,

  *************************

  Customer response

  03/02/2023

   
  Complaint: 19399287
  
  I am rejecting this response because: If **************** was able to make the decision for Neptune my flawed boards would have been replaced as he told me he saw no reason the warranty wouldnt replace the boards. Instead, the elusive ******************** from Neptune (does he even exist?)made the decision from a photo that **************** refuses to give as proof of a problem.  Since **************** was not the ultimate decision maker he needs to provide the contact for the executive at Neptune who was able to make the decision. If C.S.M. Construction Company is not at fault they need to provide proof they installed the flooring correctly.  One of these companies is at fault.  My boards need to be replaced before someone is hurt.
  
  Sincerely,
  
  *******************

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