The largest single category for claims is wood. However, there is also more vinyl being sold- meaning an increase in claims- much of which comes from non-U.S. sources. The issue of performance and complaints on these products is tricky.

Let's take a wood product that is impregnated with acrylic and marketed as being more durable for commercial applications. This product was said to be more resistant to dents and scratches. It was used for a commercial space and got dented and scratched during move in. The end user complained, and the dealer was frustrated.

Now, I'll say this again: Wood is wood and regardless of what is done to it, if it is a soft variety it is more susceptible to dents and scratches. The manufacturer's warranty, in this case, touts how good the product is, but it also says the product has to be protected at move in. Our research and testing for the dealer showed the wood actually did fairly well on the ball drop test to determine indentation effects. However, the research determined that the product was a bit oversold by its marketing hype, especially in this case. A comment I frequently make is words don't change science. Bottom line in this case was the product would not do all the great things said about it. But, marketing made the dealer think it could because of its special treatment.

Common sense must still prevail. If your gut tells you a problem may arise, trust your gut. Wood is wood, so learn more about it, and you'll know what it can and can't do naturally.

In another case, a commercial vinyl-type flooring material was sold for use in light to moderate commercial application. This flooring material was marketed as being very durable and capable of withstanding far more than it would be subject to where it was being used- backed up by the warranty and marketing information.

The first day in use, the floor was showing scratches and discolorations. Samples analyzed and submitted for testing revealed the product could indeed be easily scratched- the first contact with testing equipment damaged and scratched the surface.

The damage could not be reversed, and it was determined the flooring material was not merchantable for its intended purpose. It did not even withstand reasonable expectations as it presented a performance problem literally out of the box.

Both these cases are examples of the increasing number of problems arising from hard surface flooring materials that are new to you- and the marketplace- and products you may not be familiar with.

As hard surface flooring's usage increases, especially in the commercial market, you have to be very wary of what it can and cannot do. You also have to be aware of the substrate conditions, environmental conditions, use and application. And, you should do some research into the new product to find out all you can about them. Calling other dealers would be a good idea or going on the Internet. You can also call us, as it is likely one of our associates will know the product and be able to answer questions about it.

Claims on these types of flooring problems can easily run into the thousands, and in some commercial cases, six figures. So, with the increasing number of new hard surface flooring products being introduced to the market, you better know who makes it, how good they are and whether the product has a track record. If you simply believe what you're told, you may wish you had chosen another career. And remember, call and ask us first- we'll keep you out of trouble.