Buckling hybrid planks and failed locking system
We had Preference Floors QLD Hybrid Planks installed by Award Carpets Gold Coast in September 2023. Within months, the flooring buckled severely—planks lifted, joints failed, and some areas even pinched our feet when walking. Despite repeated calls and emails, communication from Preference Floors was initially poor, with delays and vague responses.
On the 10th Jul 2025 Shaun (State Manager) stepped in and organized a joint site inspection with Award Carpets. We’re pleased to confirm that:
- Repair/replacement will be fully covered under warranty (no cost to us).
Scope includes:
- Removal/disposal of faulty flooring.
- Skirting removal/repair/painting.
- Corrective installation e.g. moisture barrier, proper leveling, expansion trims per current specs
Shaun’s professionalism and mediation were much appreciated. He provided clear direction and discussed the dispute fairly. We’re looking forward to our new floor being installed.