Urban Floor

Never trust a warranty from this company. I purchased Composer Maestro Series in October 2017 and within 2-3 months of install I called my flooring contractor to complain that the wire brushed wood planks were splintering and the finish was wearing off everywhere in my house. The contractor inspected the house and took pictures. He sent these pictures to Urban Floor and the representative said that they would replace the bad boards. Months went by and nothing...In November 2018 I sent an email to Urban Floor directly telling them the problem and they responded that I could fill the areas with color coordinated putty, let it dry, and sand the areas. I then complained again to my flooring contractor that this floor was only one year old and there were too many wire brushed areas to putty and that this was a ridiculous thing to do. The finish warranty is 35 years. Please note that I printed the flooring care instructions and have used only OSMO Wash & Care and OSMO Liquid Wax Cleaner products since the date of installation. Because of the splintering and loss of the top layer of floor on the bad boards my flooring contractor told me not to oil it. until this issue was resolved. With no resolution and due to covid my flooring contractor told me not to worry - the representative said that she would come out to look at the floor. Still months passed and nothing......More complaints to the flooring contractor and finally Urban Floor sent out a "independent" flooring inspector on 07/18/2022. The flooring inspector ( Roger Stafford) told me that I would have his report within 3 weeks and that if I did not receive it to give him a call. I have been calling him and leaving messages for a month now with no response. Finally I just spoke to my flooring contractor and he spoke to the Urban Floor representative - The Urban Flooring Representative told my flooring contractor that the independent flooring inspector said that the floor was not properly cared for so the finish warranty is void. My flooring contractor requested a copy of the inspection report and has yet to receive it. I am going to hire a true "independent" flooring inspector and have my floor inspected and then I will proceed with an attorney. Attached please see pictures of a few of the bad boards (approximately 80-90). I have also learned from my flooring contractor that the representative from Urban Floors said that they no longer wire brush so deeply due to this problem. I want the bad boards replaced or my money back so that I can replace my floor - I have approximately 3500 square feet of this flooring throughout my new home.

Tl;dr - This company is terribly disappointing in its customer service. They sent us unsealed planks (see photos), refuse to take accountability, will not honor their warranty, and will hide behind gaslighting lawyers. Detailed version: We researched the purchase of our floors extensively. After countless field trips to Floor & Decor and other competitors, we settled on Urban Floor. In our research we visited their showroom in-person and met Yvette. She sold us on the durability of their product ("scratch resistant to pets, great for families with kids, etc") as well as on the 50-Year Warranty for the L'Artiste Collection. The 6mm veneer made us think we could at least live with these floors 10-15 years before needing to sand down and re-staining. That same afternoon, we purchased nearly $20k worth of the Rousseau model via Glamour Flooring. When the floor was delivered, their truck backed into our driveway, scratched the concrete, and tore some of the hedges that line the driveway. It is worth mentioning that the palettes of wood were left on the side of the road (not on the sidewalk, not even in the driveway) for us to carry into the house. Upon unloading the palettes of wood, we noticed that two boxes came damaged/ripped. Most of the planks in those had to be set aside as they could not be used. We texted that same day, but we did not hear anything back. Undeterred, our installer began to lay down the planks. All looked fine until we noticed a couple of days into it that some spots looked "washed out" and not consistent with the rest of the planks. After the installer was done, they vacuumed and cleaned the floors per the instructions in the box. It is at this point that our dismay set in. We reached out to Glamour who told us we had to wait a couple of weeks for his rep at Urban Floor to visit our home. Weeks later, they finally stopped by. The rep acknowledged the floors did not "look right" and that a further inspection would be needed. They sent an inspector (who btw is not unbiased and gets all his business through them) to inspect the floors. He defensively explained that a "diluted-intensive wood cleaner" was necessary to then be neutralized with distilled water. This is not something that an end-consumer should be expected to know, and that their instructions did not mention. After he wiped the floor, the floor seemed cleaner for ~60 seconds. After which, the floor dried and the same "cloudy spotting" persisted. He then left to file a report. The report claimed the wood planks were a result of “open grain contamination.” Aka not their fault. Aka buyer fault. The bigger issue here is the disregard for the 50-year warranty. Take a look at the attached images of the flooring. Does this seem right? After their lawyer sent us a few hostile responses to our emails, it was clear they would not correct this. We were forced to hire an outside flooring company to properly stain over and seal the NEW wood.

As a flooring dealer offering premium wide plank floors for custom homes, Urban Floor offers a range of quality products that fits many budgets. This company has an unusual attention to detail, a care for their customer relationships and a very organized system for supplying their materials. As a professional in the industry for 16 years, I read the only two reviews that were not 5 stars and I can tell you those were not manufacturing or product related problems. From the owner to the warehouse guy, Urban Floor is a top-notch source for premium wood flooring products.

Very Unsatisfied with the quality of their Chene Grigio flooring and very disappointed on the company’s attitude. Sadly, after barely three years of installation what looked like amazing floors is now falling apart and they called it “wear and tear” Installed late November 2015 Unacceptable. We take excellent care of our floors and there is no other reason than either defective or low-quality product for this to happen. I hope this serves as a warning for others interested in using Urbanfloor products. Do your research and read the reviews before investing your money in any kind of product or company, it will save you money and headaches.

great quality floors for the cost, the team is professional and yes their clients come first we love working with them, prices are good service is good and most important the material has always been in stock for us. And because of that we sell a lot and we are one of their loyal big dealers .

We have had many good experiences with Urban Floor products. They have nice quality, great customer service and we especially like our sales rep Johnny! The prices are competitive and product mix is good too.

We have installed Urban floors many time and our customers have all been more the happy with the style and quality of their new floors.

I love working with this company. They get it. When we had a small issue, they stood behind getting it resolved. So many others, just want to walk away. I highly recommend them.

NO GOOD. We bought 2000 sf of engineered wood from this company. We saw the sample and was beautiful 4 mm top layer, but when we received it was way less the top layer, it was 2 to 3 mm only and we call them and they said than they can not do anything about it, because that was the thickness that they had. And after hours of discussion they offer us .5 cent of discount to keep the material which have only half of the quality that they showed us. DEFINITELY NOT RECOMMEND THIS COMPANY AT ALL.

So far so good. Very nice floors European white oak VILLA CAPRISI - 5/8" x 9.5" VCP - 805 Pertusio http://www.proflooringstore.com/urban-floor-gallery.html

I have been working with Urban Floor for about 5 years now and I love these guys. The material that they supply is of the highest quality and really cool colors and styles. My business would be lost with out them. Oh and their customer service is top notch

As Interior Designers, Kitchen & Bath Remodelers, and a Design-Build Firm, our company has had the opportunity to work with Urban Floors for several years now. We have met with their Rep's and employees, and anxiously await their new displays at the Las Vegas mart each year. We can say without a doubt that Urban Floor provides very high quality wood flooring products at a great price. Our designers enjoy using Urban Floors lines to create beautiful spaces for our clients. Our installers enjoy working with the products, and our clients have raved about how having Urban Floor wood throughout their home makes their space feel updated, warm and inviting. We appreciate this company's commitment to quality product and helpful customer service, especially our Rep Mike, and look forward to working with Urban Floor for many years to come.