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Pergo laminate floor / Worthless Warranty

70 North Suncoast Blvd., Crystal River, FL, United States Review updated:
Contact information:
Phone: 352-563-9800

I had Pergo on my previous house from [protected] and it was great! So I decided to install it on my new house in 2005. I did it thru Home Depot. I cost me $3, 972.54 between labor and materials. A month ago I saw some small white spots in my room. I also noticed a few planks were decolorizing. But I also noticed (and this was what scared me the most) there were some waves in the floor and that was in several parts of the house. So I called Home Depot and they sent an inspector to see my floor. It took two weeks for the inspector to arrive. He came with his wife and she did some testing on the floor with a small machine and they told me the moisture was high. They said that may be the cause of the problems. I explained I have a concrete slab but they told me sometimes moisture can travel thru it and damage the Pergo. They said they will submit a report to Pergo and I will hear from them. They asked me if the installer did a moisture test before installing it. I told them that I don't remember see him doing it. After I hear that, I went to Home Depot and asked if they have a record of the installation. They said they don't have it at the store and they told me that there is a good chance that my claim will be denied (I was also checking some Pergo reviews online and I can see for myself that they are notorious for denying claims). The manager at Home Depot encouraged me to file a claim with my insurance company. So I called Citizens and they sent an adjuster. He did the same kind of testing but he did not find any high level of moisture.
Now I just got an email from Pergo denying my claim because according to their inspector the floor has a high level of moisture. Which contradict what the Citizens adjuster said. They also said that the white spots were because of furniture damage which is false. The chair I have has in fact, rubber protection at the bottom that does contact with the floor.
But the waves of the floor are my biggest concern. They may be caused by a manufacturer’s material malfunction or it can also be caused by the installer by not giving proper space between the wall and the Pergo. I just don’t know. But I know that I went to Home Depot and they told me they don’t have records of my installation or the name of the installer. Unbelievable!
Pergo also claims the warranty was for 6 months. When I purchased the Pergo I was told it was for 25 years. I asked Home Depot if they have any document signed by me in which I was explained about limitations on the warranty. They said no. I was never told it was 6 months!
Everything is beautifull at the time of sale but when you come back with a claim it will be a different story!

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Comments

  • Ma
      21st of Mar, 2012

    I have the exact same problem with the Pergo that I had installed through Home Depot two years ago. For five months it looked great, then the cracking, buckling, spacing, and, at the edges began. We had a moisture barrier backing laid down before the laminate went down on the floor, had a moisture test, etc. and still all these problems are occurring all over the house. It is a nightmare. We spent over $6, 000 on this flooring throughout the house, and it looks horrible. Pergo is pure junk, and I'd rather have a dirt floor than this garbage. We are so disappointed; we saved for years to afford this flooring, and now would have been better off just getting carpet again. Home Depot was no help either. No one ever explained a six month warranty; I was told it was a 25 year warranty and no one explained the limitations. I contacted Pergo and had the same reaction; sent a person out with a moisture testing device and told me I had moisture in the floor and that was what caused the problem. The reason we bought Pergo was courtesy of their FALSE advertising and felonious misrepresentation. The advertisements (which are no longer shown) had a big Great Dane galloping around and across the floor; their whole spiel was how tough and durable it was. That was precisely why we bought it; alleged durability and beauty. Well it had the beauty all right, but the advertised durability is a joke...unless we got a defective product. If there are more people out there with the same issue I say we file a class action lawsuit, no matter how long it takes. I'm tired of companies like Home Depot and Pergo taking advantage of consumers hard earned dollars...including my own...and getting away with fraudulent misrepresentation and false advertising. We were totally duped, and we're not done yet. DO NOT BUY PERGO and run from HOME DEPOT!

    0 Votes
  • Al
      21st of Mar, 2012

    I have a lawyer handling the case. He will send an inspector to see the floor. If you get an outside opinion from a floor professional and he say it is a manufacturer's defect your lawyer may send them a letter. You can also take this to small claims yourself. It is cheap to file a small claim and if you win I think they will have to pay the court costs. But ask a lawyer first. Some even offer a free consultation. Mine only charged me $25.
    I also filed a complaint with the Department of Consumer Afairs, the BBB of North Carolina, and the Federal Trade Commission. It is very easy to do it online.

    0 Votes
  • Al
      21st of Mar, 2012

    I filed a complaint with the Department of Consumer Affairs, the Federal Trade Commission, and the Better Business Bureau. It is very easy to do it online. I would also talk to a lawyer. Some of them offer free consultation. Look for a lawyer that handles consumer cases and get an opinion on your case. I have a lawyer handling my case already.

    0 Votes
  • Ma
      22nd of Mar, 2012

    Hire a Independent Inspector.

    0 Votes
  • Al
      22nd of Mar, 2012

    That is what I did.

    0 Votes
  • Al
      23rd of Mar, 2012

    I just got a call from Home Depot. Aparently, they are taking the Better Business Bureau complaint seriously. I would definitively file one online. It cost you nothing and is very easy. www.atlanta.bbb.org

    -1 Votes
  • Al
      23rd of Mar, 2012

    The person who called me from Home Depot was Cornellia Williams her # is 800-654-0688 ext. 76013. I would call her and explain your issue before filing the BBB complaint. She is in headquarters and it seems like she is taking this very seriously.

    0 Votes
  • Al
      27th of Mar, 2012

    I just spoke to her. It is very hard to get a hold of her thru the phone but she gave me her email address: [protected]@homedepot.com I would explain her your issue.

    0 Votes
  • Jc
      2nd of Apr, 2012

    I can sympathize with all of the above comments as I'm also dealing with a quality issue involving Pergo laminate flooring I purchased on clearance at Home Depot in November 2011. I replaced a 5-year old TrafficMaster laminate flooring with Pergo only because the surface of the TrafficMaster was smooth and therefore slippery. A few weeks after installation of the Pergo, I started noticing heaving/buckling between planks and a waviness in the floor, which was unappealing to look at, but alos presented an underfoot hazard. I don't have any discernable level of moisture in my basement and there is sufficient perimeter gap to allow the floor to 'float", so I attribute the problems to a defect in the Pergo laminate itself. I sent a certified letter with photos to Pergo with a copy addressed to Home Depot, informing them of the problem with the flooring. A representative from Home Depot, Sherita Terry (email: [protected]@homedepot.com), contacted me on receipt of my letter to discuss the matter and see if she could be of any assistance, but It's been almost 30 days since receipt of my letter and so far no reply from Pergo. I'd heard that Pergo routinely denies warranty claims, blaming the problem with it's flooring on improper installation or other condition, which they will try to prove with an inspection by one of their so-called experts. I knew before sending my letter that Pergo was involved in a class action law suit several years ago, where they attimantly denied warranty claims over their fault product and gave customers the run around, so their lack of response comes as no surprise to me. In my case, the problem with the Pergo flooring was discovered within Home Depot's 90-day period for product returns, so I should have been able to return the product to the store for a refund, right?. The problem is that taking up 500 sq. ft. of installed laminate flooring is no easy task. While I believe Pergo, as the manufacturer of the flooring, is solely responsible for the problems I'm experiencing, and not Home Depot who merely retails the product, they have remained silent in the matter which tells me they're not interested in resolving the matter. I'm going to allow the clock to run down on the 30-day certified letter, as required under Massachusetts Consumer Protection Law, Chapter 93A, and then file a suit in small claims court. As another poster suggested, you can easily file a complaint online against Pergo with the BBB and also the NC Dept. of Justice at http://www.ncdoj.gov/complaint.aspx . Filing complaints with these agencies may result in a response from Pergo, and a resolution to the problem, since it's unlikely Pergo will ignore an inquiry from these agencies. If these agencies receive enough complaints against Pergo of a similar nature, they'll take action in the interest of consumer protection.

    0 Votes
  • Jc
      5th of Apr, 2012

    Also, carefully review the claims procedure of your Pergo warranty. In my case, Pergo was requiring an inspection by a third-party laminate flooring inspection company of my Pergo Presto brand laminate flooring as part of their claims process, which sounds reasonable and most consumers would allow the inspection to happen, believing the end-result will be a repair or replacement of the defective flooring at Pergo's expense, however, this inspection is not described in the Pergo Presto Limited 25-year Residential Warranty, although it is a part of Pergo warranty for other Pergo brands, including Pergo Simple Renovations. Applicable statutes of the UCC and the federal Magnuson-Moss Warranty Act, a federal law passed by Congress in 1975, governing commercial transactions and warranties, generally provides that warranties constitute a promise by a manufacturer or seller to the buyer, that is relied upon by the buyer in making a decisions to purchase a particular product, and so it becomes part of the sales contract between the parties. Having no prior experience with Pergo brand laminate flooring, my decision to purchase Pergo Presto laminate flooring was predicated on the Pergo warranty, which again, does not expressly provide for inspection. It is therefore unfair, unlawful and a breach of the sales contract for Pergo to impose a claims procedure that isn't set out in the written warranty, nor disclosed at the time of purchase. Pergo therefore has no right to require an inspection as part of its claims process, which I'm aware from having read a number of online complaint boards, they use as a tool to deny claims. I believe Pergo's persistent denial of warranty claims was a catalyst for the class action law suit that was decided in favor of complainants in 2009.

    0 Votes
  • Be
      23rd of Jul, 2014

    Complaint filed 7/10/14

    Claim number: c1061244. Filed with Lowes

    Floors are lifting and buckling through the floor that was installed. Installation was 4 years ago and problem began 6 months progressing at a rapid pace. Resolution needs to be decided. I am elderly and can not trip on these floors. Please call 1-803-469-3088.

    0 Votes

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