California couple Sudeep and Sumiti Mehta had laminate flooring installed throughout their home for $18,000. The flooring was sold by a major retailer and advertised as waterproof, but the first time the Mehtas cleaned it, several areas of the floor swelled and blistered.
The retailer’s website said the flooring could be washed with water and a specific type of cleaner, which the Mehtas say they used. “You just mop it,” Sudeep told CBS News Sacramento’s program Call Kurtis. “It’s not rocket science.”
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The two received conflicting explanations for the damage from the retailer, which at first refused to replace the flooring.
It’s disappointing when purchases don’t live up to how they’re advertised — doubly so when they’re for a costly home improvement project. As Sumiti said, it felt like the company had “no compassion at all” (1).
Here’s what you need to know to minimize your chances of home-improvement heartbreak.
Protecting your investment
Before you start a major home improvement project, make sure you fully understand what you’re buying. Sometimes there’s a gap between marketing language and real-world use, which could leave consumers financially exposed.
That’s why it’s important to read the fine print, understand warranty limitations and follow approved maintenance methods. Misunderstandings can void warranties, trigger costly repairs or lead to denied insurance claims.
For example, while it wasn’t a factor for the Mehtas, there’s a difference between waterproof and water-resistant flooring. Waterproof flooring is designed to stay dry internally even if it’s exposed to water for a long period of time, while water-resistant flooring can only handle short exposures, such as spills, that should be cleaned up immediately (2).
When making a major purchase, read online reviews, ask for references and check the company’s Better Business Bureau rating. Investigate both the product and the retailer.
Once you’ve purchased a product, be sure to follow installation and care instructions carefully. While it’s not clear it was a factor for the Mehtas, they didn’t use a licensed contractor during installation, which in some cases could void the warranty.
Familiarize yourself with the warranty and what it covers, keep all receipts and documents, record the serial number and date and place of purchase, and register the product if instructed to do so. You might even want to take a few photos of the product and its proper installation for your files.
Still, that doesn’t guarantee you won’t have issues. The Mehtas told Call Kurtis they had used the cleaner recommended on the company’s website. A certified inspector’s report observed “manufacturing-related issues” with the flooring, but the retailer’s own inspector cited “improper maintenance methods.”
In the end, the retailer replaced the flooring, but only after Call Kurtis got involved (1).
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What to do if something goes wrong
If you have issues with a product or feel you’ve been the victim of false advertising, you can find resources on how to file complaints (as well as links to product recall information) at www.usa.gov/complaints (3). The Federal Trade Commission (FTC) also provides a step-by-step guide on steps to take and what to consider.
Start by trying to resolve the issue with the retailer (although some products or retailers ask you to deal directly with the manufacturer or authorized repair shop). Understand their return policies and deadlines, and have documentation such as receipts and warranties at the ready.
The FTC suggests explaining the problem to the seller and telling how you’d like them to rectify it — such as a refund, repair, exchange or store credit. You may need to escalate your complaint to a manager or supervisor. Keep notes about the steps you’ve taken and who you’ve talked to (4).
If this doesn’t work, write a letter or email of complaint. The FTC provides a sample of one on its website (5). You might also get their attention by posting on a review forum or social media. If your review is honest, the company is prevented by law from threatening or penalizing you (6).
If you can’t resolve the situation directly with the seller or manufacturer, you can contact your state consumer protection office (7), the Better Business Bureau or consumer organizations such as Call for Action and Consumer Action. If the product was purchased online from a seller outside the U.S., you can find next steps at Econsumer.gov (8).
As a last resort, you may need to take legal action. For less expensive items, you may be able to take the company to small claims court rather than taking more costly legal measures. But you might also want to try mediation or arbitration rather than court.
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Article Sources
We rely only on vetted sources and credible third-party reporting. For details, see our editorial ethics and guidelines.
CBS News Sacramento (1); West Valley flooring (2); USA.gov 3, 7); FTC (4; 5, 6); Econsumer (8)
This article provides information only and should not be construed as advice. It is provided without warranty of any kind.
