The complaint has been investigated and
resolved to the customer's satisfactionResolved Bruce Fresh Finish — Bad service
resolved to the customer's satisfaction
We purchased a home from Trotter Builders in December 2006. Creative Floor Coverings installed Bruce hardwood floors in our home. We were given a Bruce Floor Care and Product Warranty Guide and used these products as instructed for Dura-Luster and Dra-Luster Plus Urethane Finish Floors. Per the Bruce Floor Care and Product Warranty Guide, we used the following product for cleaning the floors the past year and a half with no issues:
Bruce Dura-Luster No-Wax Floor Cleaner - a unique cleaner that lifts soil from
finishes without leaving a film.
Meanwhile, we decided approximately four months ago to pick up Bruce Fresh
Finish which is a quick, easy do-it-yourself touch up for a Bruce Dura Luster Finished Floor. It is suppose to restore original gloss level even after years of traffic. After using this product, within a month later, we started noticing peeling throughout certain areas of the floor after using this product.
We contacted Todd Clark and he arranged for a Bruce Distributor to come over and look at our floors and access the situation. He took pictures, but NEVER took a sample of the Fresh Finish product we used that caused this situation. We were informed that he would get back to us.
Approximately 4-5 weeks passed and we finally heard from Todd Clark at Creative Floor Coverings and he came to our home with an email for us to review from the Bruce Distributor. The email from the Bruce Distributor stated that there are NO chemicals in Fresh Finish and that we should use Clean and Strip to remove Bruce Fresh Finish. Before doing this, we decided to call Armstrong. We spoke to a Jette and explained our situation and she said absolutely DO NOT use Clean and Strip. After hearing this, quite frankly, I was afraid to use this product.
The Bruce Distributor apparently had no idea what he was talking about - there
is not a product out there that doesn't have chemicals in it; other than water
and that may have it to.
In continuing, unsure what to do next, I decided to call Armstrong back again
and explain this situation a second time. This time I spoke with a Nancy at Armstrong, which by the way had poor customer service skills and was quite rude! She informed me that I should definitely not use Clean and Clear Strip and gave me an 800 number to Basic Coatings, which happens to be
[protected]. There again I was frustrated and said to Nancy why should I call Basic Coatings to take care of an issue with your product when Armstrong-Bruce should be responsible for a product that you sell and distribute? Again, why should she put a product on the shelf that does not work? She explained to me that she has run across other clients that had the same issues and that the only way to remove it is to call Basic Coatings and they will suggest chemicals that will remove Bruce Fresh Finish.
Furthermore, I then spoke to a Laura Gorr, customer service rep at Basic Coatings, and explained my situation to her. At which time she asks me for my email address so she can send me instructions for removing this Bruce Fresh Finish product(again refer to attachment that lists instructions).
Why I am so upset is because I followed the floor care product warranty guide
and used the Bruce Fresh Finish Product that has absolutely ruined my floors!
It sounds to me like Armstrong will not back up their Bruce Products, but
instead pass the buck to Basic Coatings for me as the consumer to be responsible for a defective product - Bruce Fresh Finish!
Therefore, I have also spoken to a knowledgable representative in the flooring department at Lowes and again explained my situation. I was informed that he has had numerous complaints with people using this same product and to NOT use the Bruce Fresh Finish product. He said that after acknowledging the many complaints of this product, he personally refuses to sell this product to any Lowe's customers.
Frustrated again, this time I headed to Home Depot to see what they had to
say.and spoke with a flooring manager that personally used the Fresh Finish
product and ran across the same situation. He decided to not recommend this product to his Home Depot customers due to his bad experience with it. He goes on and tells me a story about a customer that came in with the Bruce Floor Care and Product Warranty Guide. She asked him if he sold this product and he said, "yes." But further explained to the customer his personal experience with Fresh
Finish. The customer said I have to go by what my product warranty guide states and purchased the product. Three weeks later the same customer came in with tears in her eyes after using this product and stated that her floor were ruined after using Fresh Finish. The manager said he warned her about his personal experience and suggested she call Armstrong directly.
Finally, why is it today that manufacturers do not want to back up their products? I feel this is a warranty issue and should be handled accordingly. I take deep pride in my home and wake up every day and look at my floors in frustration - they are simply ruined! I followed instructions and I will not give up on this even if I have to take further action. Why should I be responsible for a product that does not work. Also, why should I be financially responsible for using a product that is recommended in the warranty guide that was supplied to me at my closing?
I expect this situation to be handled in a timely manner. Please do not
hesitate to call me at 704.771.5775 should you have further questions.