My husband & I used Weckers & have recommended them to others when we lived in E York for flooring installation & again for laminate install when we moved into a townhome.in 2004. After my husband passed away 10 yrs ago, I used Weckers to have laminate installed in our TH. Over the past year to year & a half, the laminate began to buckle in some areas in both rooms, one of them in a quite noticeable area, where it was impossible to imagine any water having permeated that area,
I called Weckers (Michelle) & sent pictures of the affected areas. I had some replacements boards from the install left. Dan W. came over to assess the situation & I hoped, in fact, expected that a remedy was possible since they describe on their site how they take each job personally, as if they are working in their own home. I was told that I didn’t have enough replacement boards to fix the buckled laminate and they no longer stocked that brand any longer. Since I am not a flooring expert, I asked Michelle to check with their distributors to see if similar product could be obtained since, apparently, it’s important that the boards link together appropriately. It’s also possible other customers may have used the product & had some of the same boards stored in their home - a simple matter of searching their data base to find out! In contrast to the way they describe their customer service profile, I was not only disappointed but saddened to be told by Dan that they wouldn’t do the repair, even partially, with the boards I did have & if I did want it done, I would have to get on line myself to look for the appropriate boards or “simply” cover the area with a throw rug.
If I wanted to keep a rug in the room, I wouldn’t have gotten laminate installed in the 1st place. Secondly, I use a cane, so a throw rug becomes a fall risk & the less used the better. Third, is this Weckers definition of customer service & treating each job as if it was being done in their own home? Would they just do the install & leave any troubleshooting to their family member to figure out? Would Dan direct his wife, brother or sister to get on the Internet & look for the correct replacement boards & to call back when they found them so the job could be completed? I don’t think so! This is not my skill area so I expect Weckers to provide complete customer care from install through problem resolution, which includes looking for replacement boards or figuring out an alternative, yet acceptable repair other than hiding it with a rug. As a non flooring expert, I could come up with that resolution on my own. I expect a higher & more complete level of service from Weckers!
Since neither Dan nor Michelle will follow through to help this (former) customer find replacement laminate boards to complete this repair, I will have to live with it the way it is as I cannot afford to replace the flooring in both rooms. However, I will no longer use Weckers for future jobs nor recommend them to others as I’ve done in the past.