does it have aluminum oxide? You cannot make finish harder by applying more of it. Just wondering if this were Mercier? by chance. Normally scratching isn't something that is covered by warranty, but if it has aluminum oxide it should be a lot more durable than what you describe.

Boxers - thanks for the response
Yes, the finish is aluminum oxide. It is not Mercier. I talked to my contact at the local shop and she confirmed that there is something wrong with the finish. The sample doesn't scratch with a key let alone a fingernail. We are waiting to see what the rep says. I don't know much about floors so I am afraid I might agree to something that will be less than satisfactory. This was a lot of money - wood and labor almost $8,000 - so I want to learn enough to be able to make a good decision so the outcome will be satisfactory.
I have not heard of people having this situation before. The salesperson said she has not experienced it either.
Thanks for any info.

when I had situations like this, if this owner did not want to go thru the hassle of totally replacing the floor then a screen and recoat would be done. It would give you a new coat of finish, but its so unuaual for an aluminum oxide finish to scratch so easily. You can add a coat of finish, but its more of a urethane coating, so not sure it would be much more scratch resistant than what you already have. If they offered you enough of a discount to pay for a future sanding that may be a good solution, but I'd still go for a screen and recoat to see if that would help.

Sounds like soft finish. Applied too thick, finish will be soft. The finish isn't scratching, but denting, right?

Tell them you want it removed and replaced with the non-defective product.

accept nothing less.

remember this isnt a site finished hardwood floor.

Plus, site sanding and refinishing of a factory finished product will decrease the thickness of the product, which can limit the number of time ion the future it can be site sanded and refinished by at least one.

Why should you have a thinner guage product than you purchased ?

Why should you limit its longevity because of a factory defect ?

Endure the inconvenience and demand removal and replacement.

Don't let them pressure you, and if they are pressuring you, its becasue the retailler wont be getting their retail rates for the replacements and saving everyone money but you.

I agree; if the finish is defective, then you have a defective product and the manufacturer is obligated to perform under the warranty you received with the product.

Negotiations are probable and you need to accept something that will satisfy you as a consumer.

Complete replacement would be an option.

I agree that replacement would be what I'd shoot for, with the manufacturer also covering the labor. I had a lot of boards with defective finish when I go my engineered wood installed (bubbles, scratches, dust, etc). My installer set these boards aside and the manufacturer replaced all of them.

I agree that the floor needs to be replaced, that's why mfg's give warranties. The dealer that installed the floor will get reimbursed for labor from the mfg or distributor, probably not the rate he would like, but that's between them and has nothing to do with you. unfortunately it's the cost of doing business and it happens from time to time, and yes you will experience some inconvenience in having the replacement done, but again, things happen and you just have to take it in stride. Good Luck

I sure appreciate all the advice in the replies. Right now I am waiting to hear from the local company who is waiting to hear from the factory rep. He picked up some boards for analysis. This is making me nuts as everything is on hold until we find out what?? That it really does scratch easily.
I will call tomorrow and try to hurry things along.
The floor is made of of alternating 2 1/4" and 3 1/4" boards. It seems that the 2 1/4" are defective and maybe the 3 1/4" are not. Also, some of the 3 1/4" was from a different batch so without trying to scratch every board on the floor it would be hard to say if most of it is bad.
I have six different floors on my main level - wood, amtico, slate, tile, cork and carpet (not yet in). So far, I like the cork the best.
Thanks again for all the replies. I'll let you know what happens here.

I called to "hurry things along" and found out the rep is on vacation until the 3rd of Jan. The local folks said go ahead and install the cabinets, they can fix the floor around them. I don't think so! Then the floor under the cabinets would still be defective. I can see a fight brewing here. Will keep updating this.

the flooring store sold you the floor as an installed sale, not the manufacturers prodcut, but a service.

when we get warrenty complaint immediately after the install, we order and independent inspection, then replace the flooring as soon as possible so the consumer can have their life and their living space back as soon as possible.

Then we deal with the manufacturer and get a credit with our distributor or a check direct from them.

sorry that retailer is screwing your around waiting for the manufacturer.

unless something dramatic has changed in wholesale or your store has an agrement with a specific mfctr, almost any mfctr is going to want to inspect their own product. Some mills will hire independent inspectors and will abide by their decision, but most won't. Home Depot used to claim that all their installers were 'certified inspectors' which presented some problems as every problem, was a 'factory defect.'

Manufacturers will stand behind any truly indendent IICRC/FCITS certified inspector for their product type with the appropriate analysis, determination, and documentation showing cause ... at least I havent run into any that havent stood behind one yet. They get their list of inspectors direct from the IICRC, so in most cases the inspectors we use are the same ones they use.

The problems you mention are mostly fee related, in that certain manufaturers have fee contracts with certain inspection firms and individuals ... meaning they dont want to pay more for an inspection than they have contracted ... or if the instector doesnt have the certification credentials for the product type to be doing professional inspections in the first place.

IICRC Certified Inspectors

Here is a link that might be useful: IICRC Certified Inspectors

I have a similar problem.

I bought DuraWood maple flooring from L.L. recently and as we are installing it the installers are making all kind of marks on it, and I have been increasingly upset with them, but their response has been that the wood is unusually soft, especially for maple, and that they are doing their best with it.

So I decided to test it by jamming my thumbnail into it, and hey presto I get a nice dent from just my thumbnail! Online searches reveal that most people seem to feel this is a defective finish, and that I should be pressing for a full re-install with new wood, as flooring guy has mentioned above.

I agree.

At any rate, that's my story as it relates to your's, I'd love to hear more about your issue and how you resolved it if indeed you were successful.....

Thanx and good luck!!

As of today we are waiting to hear from the factory. I vaguely - "maybe it will be there by the end of the week" - heard that the rep has sent a sample to the factory for evaluation. "Maybe we will hear something next week" - that is what I was told. I am so over this. I just want a new floor. We thought the kitchen would be in by Christmas and now it is on hold until this floor is straightened out. I am afraid my GC is going to take another job. He and his guys just can't take off indefinitly. I'll keep you posted.

Yep, I just talked with headquarters in Virginia, and am sending out samples as we speak, one with my thumbnail marks in it and one fresh from a box.

Halted all install work, and waiting to see what their response will be, but same boat as you, it SCREWS UP my entire life at this point. There was a lot of stuff scheduled that has to be re-arranged, pretty brutal for now....

Ya, IICRC!! LOL!!!!!!!!!!!!!!!!!!!!!!!!!

Get a carpet cleaner to inspect you hardwood!!!!!! That's classic!! I'm rolling on the Floor, Laughing my arse off.

IICRC inspectors are cluless, when wood is concerned. Even carpet installation claims can baffle them. Let the IICRC stick to carpet cleaning issues.

You need a NWFA or NOFMA Certified inspector.

Hehehe...

I don't know...the fingernail test is certainly unscientific and subjective, but this crude 'point load' test can give an idea on how much a floor will resist denting.

As for this discussion about installing dealers, wholesalers, manufacturers and the claim process and resolution? I'm listening and learning. Ease of warranty claims has rarely been the case in my past experience.

However, I remember many years ago when Congoleum marketed a heavily cushioned vinyl flooring that had major design flaws. Congoleum eventually honored all claims and even sent rebates to consumers with this flooring that still was in good shape. So, I guess the manufacturer will step up to the plate in the rare case.

Point load, like that.....

yeh, when I called the local outlet I bought it from, the sales guy went over and tried to dent the sample with his fingernail, came back and said he couldn't do it with a key....maple's supposedly a fairly hard wood intrinsically, and the finish is supposed to be very hard and long-lasting....clearly something isn't right in Denmark...

lazard hart...

Not all maple flooring will have the same hardness characteristic. It is just the way it is. 1450 janka ball rating is the average. I have seen maple that was easily dented with the fingernail and some that was not.

Also, engineered flooring tends to be softer overall than the solid counterparts. It may have something to do with the manufacturing process. I am unfamiliar with DuraWood.

Floorguy,

You may wish to do some further research and enhance your education on floor coverings inspection certification programs and organizations.

Yes the NWFA and NOFMA certainly do have certification programs, both being relatively new compared to the IICRC's.

ALL floor coverings manufacturers recognize and name the IICRC and its independent inspectors as the final word for flooring disputes and use them in court.

Just for your information, the IICRC stands for "The Institute for INSPECTION, Cleaning, and Restoration CERTIFICATION" ... The word carpet does not appear except as one of many flooring types under their inspection and restoration certification uumbrella.

IICRC Certification Categories include, but certainly is not limited to the following: Wood anmd Laminate Inspector (WLFO), Cermic Tile Inspector (CTI), Resilient Flooring Inspector (RSI), Marble and Stone Inspector (MSI), Senior Carpet Inspector (SPI), as well as a plethora of other specialty certifications in cleaning, repair, isntallaion, and restoration services.

They are the world leader in Inspection Certifications for determination of responsibility and fault in the flooring industry, barring none.

Call a few manufacturers technical service departments and ask what certification body(ies) their wood (or any other product type) inspectors are certified by. I did, which was the start of my road to knowledge on this subject when I needed independent inspections of various flooring issues.

I hope this helps to dispel any inaccurate ASSumptions you may have about the IICRC and flooring inspection side of the industry.

LOL!!!!

Yep, carpet cleaners.

The contractor talked to the flooring folks this am and I went by later. I did not know he had called them. They told me that they would replace the floor and deal with the rep later.
Stay tuned!

great !

please keep us posted on how it turns out for you.

Glad to hear it's working out for you. The dealer may become the one who holds the bag on this one. It doesn't always happen...but it happens way too frequently in my opinion.