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Pergo Flooring: How to Get Out of Pergo-tory

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Manchester, NJ: Carol Millin's Pergo laminate flooring was not even a month old when she noticed huge scratches and dents. "Every day I would see little indentations appearing from nowhere and they are permanent," she says. But thanks to her perseverance—and understanding the fine print from her credit card company—Millin was able to get some compensation for Pergo's defective flooring.

"The reason we bought Pergo flooring was because they said it was the most durable flooring on the market today," says Millin. "My husband, Vinny and I looked around for a considerable time; then we got a Pergo sample in Lowe's Home Improvement store and ran a key across it really hard, it didn't make a scratch. We were sold."

Pergo laminate floorThey bought the flooring in February, 2006 but complaints to Pergo and Lowe's began one month later. "This flooring comes in individual pieces--long slats of wood in all different sizes so you can make it look like old fashioned hardwood," explains Millin. "Vinny lay the flooring the way Lowe's told us to do it but it looked all 'wavy'. Lowe's said it didn't need to be glued—'float it' they said. But it didn't work out that way.

"After Vinny had done a large area, some of it was up in the air. I walked over it and called Pergo direct. 'Oh no, you have to glue the floor,' a customer sales rep said. But it doesn't say that in their instructions. Luckily we were able to shoot the glue under the flooring and glued the rest.

"It was down about one month and I noticed that if I even dropped a pen on the floor, it made a scratch and dent. We have a big screen TV on wheels, and the entire floor now has dents from the wheels and marks where we rolled it. Imagine if we had kids—fuhgeddaboudit!

Then I sent Pergo an email, telling them the floor looks like hell.
Their email response: 'The beauty of this floor is that you can sand it and refinish it.'
He left me his phone number.
'Let me ask you something', I said. 'This floor is now six weeks old and not yet paid for. What part of that do you not understand?'
' But you know, you can get it refinished,' he said.
'It's on a delayed payment and guess what, it is never going to get paid,' I replied.
'If you are so unhappy, go back to where you purchased the floor and file a complaint with the store,' was his last comment.

I went back to Lowe's and went through the whole thing with them. They took my complaint. And I waited. I was so pissed off that I was getting jerked around. This floor cost $2,200.
Finally got a call from an independent contractor-he was going to look at my floor.

This 'inspector' asked me numerous questions. For instance, do I have a humidifier, is my house insulated? He brought out a huge magnifying glass, got on his hands and knees and looked at the dents and scratches. Then he took photographs and measured everything. 'I'll give my report to Pergo and you'll hear from us in a few weeks,' he said.

As it turned out, his visit was just a bunch of crap. He confirmed dents and scratches but said it had nothing to do with the warranty and wasn't covered. Pergo said, 'We're done.'

Back to Lowe's. The assistant store manager said, 'Just give us a few weeks and see if we can't make this right.' By now the floor is three months old. Lowe's return policy: 90 days with a receipt. They were stalling.

Everyone was missing the point: the floor wasn't paid for. I am so glad it was on delayed payment. I wasn't worried about my credit rating if I didn't pay it because on the back of my credit card, it says that if you have a defective product and you have made every effort with the company to try and resolve it and you have proof, you can dispute it and it won't reflect on your credit rating.

I then planned to make Lowe's life a living hell. They stepped on the wrong toes with me! I then posted my complaint online and on Lowe's website. Next up, Lowe's sent a letter and wanted to talk. They offered me a $100 gift card. What a joke--I wouldn't buy a screw from them!

'I will rip up this entire floor and dump it in your store and when I am done with you, you aren't going to sell anything,' I said. I'm a pit bull with lipstick.
Then I went online and phoned the Lowe's corporate office in North Carolina. And I sent certified mail.

Finally, one guy called and said, 'You tell me what you want.'
'Ideally, I want to give the floor back,' I told him.
'If that is what you want, we will take it back.'
(But Vinny custom-built banisters over the floor so we would lose about $1,000 if we returned the flooring.)
'This is what I want: credit me $1,000 on my charge card plus tax and I would pay the balance,' I suggested.
In August, 2006, they agreed.

Now we have runners everywhere covering the floor. It is not a living floor, it is a looking floor. But we are living with it-- we turn the other cheek."

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READER COMMENTS

Posted by
james5
on
after reading everyones comments it looks like the problem is with the installation of the flooring, you MUST have a LEVEL SUBFLOOR, if there are low spots in the floor it will cause an array of issues.

YOU MUST USE SELF LEVELING CONCRETE TO TAKE THE LOW SPOTS OUT OF THE SUB FLOOR / FLOOR. IT IS EXPENSIVE $30-$40 PER BAG WHICH COVERS 50SQFT at most. AND YOU must SEAL THE FLOOR UNDER IT AS WELL TO PREVENT THE PERGO FROM ABSORBING MOISTURE. AND DEFINITELY USE GLUE REGARDLESS OF WHAT YOU HEAR

EVEN IF YOU TAKE THESE STEPS PERGO IS NOT AS DURABLE AS ENGINEERED / , SOLID HARDWOOD. FOR THE MONEY 3SQFT YOUR BETTER OFF WITH A ENGINEERED FLOORING.

Posted by
robert jackson
on
Wife and I purchased Pergo Nantucket Pine laminate and a year later saw some curling ( seperation top layers of some planks ) Pergo ( mfr) sent an agent to inspect the floors and determined the problem was due to installation. Reported Pergo's findings to Carpeland USA, We got the owner to come to our home to see and inspect the floors. He ( owner ) reported problem is with Pergo. Complained to BBB to no avail. Have filed and is taking them ( Carpetland -store that sold the pergo laminate _ and against the mfr Pergo) to small claim court.
We petitioned that the salesperson be included in our suit too. We spent over $8000 for our laminate floors, are retired , senior citizen and a vet I am. Just fed up and I am not going take it any longer.

Posted by
bonnie balasco
on
we bought pergo floor for whole house over 10,000 dollars at lowes, after 4 days it was chipping pealing. pergo sent a man up to the house and he calling it water damage when there was no water put on the floor. the man also said the floor was not installed right from lowes. my floors are so bad and ugly I cant even sell my house. My husband and I are so upset it causes us to fight. prego floors has made my life a living hell.

Posted by
lisa
on
This is stupid and you clearly dont understand credit cards. You have never worked retail and your husband cant read directions.
1. You picked a wood floor from pergo that was not laminate?
2. You paid for it in full regardless if you used a credit card. How you paid for it is not the concern of anyone but you.
3. You were wearing high heels on this floor I would put money on it.
4. How nice of lowes to make up for your stupidity and how wrong of you to be a pit bull with lipstick to the people who are trying to help you.

You clearly think you were right and the outcome was just but basically you and you hubby messed up and you bullied someone else into taking the blame.

Good job for being an a plus human being.

Lisa
A hard working up standing human being

Posted by
Brenda Miller
on
My Husband and I just had Prego flooring put in our home 2 months ago , and we are so disappointed with it! From day 1 we began to notice smudges everywhere on the flooring . I'm always on my knees trying to wipes the smudges,'' now we are seeing scratches on the flooring that your not suppose to be able to scratch. And when you walk on the flooring it pops and moves under your feet ! We purchased it at Lowes''...from what I'm hearing from everyone else '' we're pretty much screwed!!! We're out $ 3500.00...WHAT DO WE DO NOW!!!!!!!!

Posted by
Brenda Miller
on
My Husband and I just had Prego flooring put in our home 2 months ago , and we are so disappointed with it! From day 1 we began to notice smudges everywhere on the flooring . I'm always on my knees trying to wipes the smudges,'' now we are seeing scratches on the flooring that your not suppose to be able to scratch. And when you walk on the flooring it pops and moves under your feet ! We purchased it at Lowes''...from what I'm hearing from everyone else '' we're pretty much screwed!!! We're out $ 3500.00...WHAT DO WE DO NOW!!!!!!!!

Posted by
Mark Whelan
on
I was totally wrong when I bought Pergo Flooring with a LIFETIME WARRANTY ( limited). I now know the meaning of limited. Limited means if anything goes wrong with this poorly made laminate, PERGO WILL NEVER DO ANYTHING ABOUT IT.
I trusted the PERGO name and thought I was upgrading to a floor I could count on for at least 10 years. Less than 1 year later the floor was crumbling, falling apart from too much cleaning. Pergos inspector slipped away after viewing the floor, and did not even talk to me about what he found. Do yourself a favor and NEVER BUY FROM THE PERGO COMPANY, no matter what they say they will never stand behind their product.

Posted by
Dan Bond
on
Wow
I must be the luckiest Pergo customer. I had Pergo's
Moneta Mahogany installed in three rooms in nov 2011.
It looked beautiful from day one but as the luster of new
faded I noticed some minor flaws I was not happy with so I
took photos of them and went back to Lowe's, who also
installed the floor. Lest than 2 day's later the same installer
returned and corrected the problem. I had a year warranty
on the install and it was near experation when I noticed a
slight chip in a piece at a transition zone from room to room.
again I did the above noted and less than 2 days an installer
repaired the piece and even replace the transition piece from
room to room and it looked even beter than before althought
I did not see a problem with it

Posted by
George Dorler
on
Less than two (2) years ago I purchased Pergo's 'Prestige' Acadia Oak 10mm flooring from Home Depot. Shortly after installation I discovered a corner of one of the pieces had chipped away and theadjacent seam beginning to curl away from the board, exposing the underlayer. I contacted Pergo and they referred me to Home Depot. I called Home Depot and they told me I had to call Pergo. After several calls with false promises, I just gave up. I attempted to fill the large chip with some laminate filler I found at home depot along with attempting to glue the seam and weighting it until it dried. (All to no avail). Now, after the second summer of having been down, an area of about 7' X 9' in front of one of my windows, (one that is opened for ventilation because the outside is covered with a canvas awning preventing the entry of rain) is now warped, buckling, separating and peeling from the masonite underlayer that the laminate is adhered to. I strongly believe that this is being caused by a high humidy situation and moisture is seeping into the seams of the flooring. I'm sixty-one (61) years old, on disability and truthfully just too darn tired to fight with Pergo or Home depot. I contracted the original installer of my 2010 installation and asked him to just chop it out and replace it rather than redo the entire floor. Well, guess what? The color and style I purchased only two(2) years ago is no longer available!! I've searched all over and can't locate a scrap of it. Not in any lumber yard, panalling center or even e-bay. Because H.D. only sold this particular color online, none of their stores have anything laying around as old stock. What the H___ do they do with it when it becomes discontinued? Eat it? I'm truely in a dilemma.

Posted by
Joe Skalamera
on
Pergo floor installed circa 2003. I have a dog. I have tried everything to get the scratches off of a floor that is not suppose to scratch. After reading all of the complaints of the lack of responsiveness of PERGO representatives I am not looking forward to dealing with HD and PERGO Inc. about my problem......but I will try. In the mean time if anyone has a solution to get rid of the scratches (other than ripping out the floor :-) ) please contact me: jskalame@kissimmee.org or joeskalamera@embargmail.com or 321-231-4615


Thank you.

Posted by
P. Edward
on
I bought from Lowe's Pergo's Casual Living Oak because they were pushing an installation included special when the product was over $2.90 Sq. Ft. So I got a high cost product, thinking it would at least be as good as the cheap Pergo I installed in my studio 8 years ago and that is still doing well. Had it professionally installed by Lowe's contract installer who has been doing this for over 35 years. He said my underflooring (linolium) was clean and smooth and no need for other treatment. A month later, its buckling in many place, bubbling up and "cupping" in hallways, living room and kitchen. The Lowe's representative came out and rushed into the kitchen, which only had one failed seam, and shouted out that it was obvious I had spilled water all over and that was the cause. There unfortunately was a drop of water from a glass of water I had just poured, so she knelt over to photograph that 20 times to prove her point. She failed to acknowledge the buckling and craks in hallway, living room, etc. As she was leaving she advised that "Pergo never has paid and never will pay a claim under their warranty". Great. I know where she stands on this matter.

Posted by
floorguy
on
First, let me start by saying I have been a flooring installer for 24yrs. I installed for Lowe's for 7yrs. During that time we were told to add an additional 10% to our estimated figures. The customer was then charged labor for the additional 10% if they didn't notice. On numerous occasions, too many to list, I advised the Installed Sales Department and the managers the product was defective. I was instructed to install it because Lowe's only offered a 1yr installation warranty. If it made it past that, the customer would have to obtain any warranty through the manufacturer. 99.99% of all inspections are not honored unless it is clearly a finish flaw. The "inspectors" even though they call themselves independent, side with the manufacturer and list the problem as a installation issue. The product the big box stores offer is the worst quality flooring offered in my opinion. The sales personnel are not given any training and have had most of their commissions removed. The new installers are working for substantially less pay and have no vested interest in providing quality service because they are not business owners. Their reputation is not on the line and do not rely on referrals. Bottom line, stay away from Lowe's and H.D. You don't get what you pay for.

Posted by
Paul Stein
on
Purchased original Pergo around 1998 for 3 rooms plus hallway. Professionally installed. Glued. Water heater leak wiped out all but one room in 2004. The remaining room still looks brand new after 14 years. It's the family room and is heavily used, with large dogs and a muddy entrance. Very satisfied.

Replaced the damaged rooms with glueless Pergo in 2004. Very dissatisfied. Seams develop in the cold winter. Other areas push up in summer. Would only use again if glue is used. Installers were great. They even returned after 5 years to make repairs to the seams, no charge. Just happens again though.

Added Dupont laminated to my bedrooms in 2007. This time went HD to save money. Good product, but sloppy installation. Complained and part of it was ripped out and replaced.

Sold place last month. Getting flooring for condo. This time i will steer clear of HD and Lowes and go to the higher priced independent. Will insist floors be glued down.

Posted by
pro floor man
on
i am currently replacing a job i installed 8 months ago due to seems opening and the seems are uneven,this is a snap lock system ,the material cost over 3 grand,now today started to replace the floor which has been at the job site unboxed to acclamate to the house for three weeks ,no difference between this new batch and crap i installed the first time.this is by far the worst damn material on the market and as a professional flooring installer with over 27 years of experience i will never under any circumstances install pergo again. i have installed alot laminate and would say QUICK STEP is by far a much better material and i have never had any problems with quick step instalation..no more pergo for me im in the business to make money not lose it and my reputation as a result of a worthless product and manufacture who refuses to take responsibility for selling garbage.

Posted by
charles Miller
on
I am writing in response of the other storys never ,never buy pergo.AND STAY FAR AWAY FROM HOME DEPOT BECAUSE THEY ARE BOTH GUILTY OF SELLING DEFECTIVE PRODUCT IN MY EYES.i BOUGHT PERGO SIX WEEKS AGO AND IN SPLITTING AND MARKING AND BOTH PERGO AND HOME DEPOT ARE STALLING ME.tHEY SENT THERE INSPECTORS OUT AND THEY USE FROM WHAT BI CAN TELL IS THERE STALL OUT (WAS NOT INSTALLED PROPERLY.
REALLY ALL THESE PEOPLE HAD IT INSTALLED INPROPERLY.
WELL! IF THAT IS THE CASE THEN THEY SHOULD BE SUED FOR FALSE ADVERTISING IOT SAYS RIGHT ON DISPLAYS EASYB TO INSTALL.wHEN ARE THESE COMPANYS GOING TO QUIT RIPPING OFF AMERICAS CONSUMER AND STAND UP AND DO THE RIGHT THING.pERGO AND HOME DEPOT SHOULD BE ASHAMED OF THE WAY THEY DO BUSSINESS

Posted by
Joyce Graham
on
My Pergo floor is one week old. I took the kitchen chairs into the kitchen last night, and today the area where the chair was pulled back is totally destroyed by scratches that are so deep I can feel them with my fingernails. My dining set is less than a year old, and the chairs have the plastic slides that protect the floor on them, so I feel sure it it isn't that the chairs are in bad condition. The floor looks as if it is 10 years old. I am having much more work done in my kitchen because I have dreamed of having a beautiful kitchen for years, but the floor looks so terrible, I feel sure that the only thing I can do is have the contractor take it up and put something down that will last more than ONE WEEK. I have not contacted the company yet, but I am so upset by this horrilbe floor that I am sick!!

Posted by
Shirley Smith
on
I installed my Pergo floor about 16 years ago, and love it.
However, even though I was shown that the heel of a woman's shoe banged down on it would not dent it, I have many dings where something fell on it. But more than that, I have a cleaning lady who takes care of the floor as I am
disabled,and I have mess on the floor now.

The laminate is in my kitchen and attached dining area and in the kitchen she must have been using a "clean and shine"
product that left a build up of wax that has all kinds of scratch marks on it. Also, in the dinette area, she must have used a very strong cleaner and all the shine is gone.

I purchased it because it was the first laminate in the market, paid a lot of money for it, and would certainly be beholden to you if you can tell me how to save my floor.

Posted by
Jean Izzi
on
Don't buy Pergo! I did and had it installed by Lowes (their "factory authorized subcontractor") in my hallway, kitchen and powder room. From day one, I had issues with transition strips and moldings coming loose -all were replaced numerous times at additional cost to me for material.Their exclusive Pergo Cottage Oak flooring has a 35 year warranty but in just 5 years the flooring has warped, corners are cracking, sections od laminate are peeling, and the boards are loosing color - every joint of this floor moves when you walk on it. If you are barefoot your feet will be pinched by the loose planks. Now the floor is separating at the joints and the color is wearing off at the seams and corners.Pergo won't honor their warranty because I have a slab foundation. But this is the product that Lowes recommended and it is endorsed by Pergo for installation over concrete! I am stuck with pieces of junk instead of the beautiful floor that Pergo & Lowes promised. See Pergo's website and the great dane running across the flooring -it is a pack of lies. This floor won't hold up so save your money. I'm out over $4400 and the floor looks terrible! It will never be functional. Today the Warrington Lowes installation manager offered me a $1220 settlement although this floor cost me $1500 for installation alone

Posted by
Linda D. Levitt
on
My floor is defective and the store will not give me the name of the Representative.
Do you happen to know it for Massachusetts?
Thank you

Posted by
Linda D. Levitt
on
My floor is defective and the store will not give me the name of the Representative.
Do you happen to know it for Massachusetts?
Thank you

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