When New Floors Go Bad—Who Pays the Price?

Imagine spending over $20,000 on a flooring renovation—only to find warped, lifting planks just weeks later. That’s exactly what happened to Kraig, an Atlanta homeowner who trusted a national flooring company to revamp his entire house, upstairs and down. But within two months, he noticed a troubling issue in the kitchen: the planks weren’t staying flat. In fact, they were curling at the edges and becoming a serious hazard—especially for his elderly mother.

 

The biggest shock? The company now wants him to help foot the bill for repairs.

 

So, where did it all go wrong? And what can homeowners do when a renovation doesn't meet expectations?

The Trouble Starts Beneath the Surface

At first glance, Kraig’s story seems like a fluke. But dig a little deeper, and the details reveal a familiar pattern in the flooring world—improper subfloor prep can lead to long-term failures.

 

“The kitchen was the only area they actually prepped before laying the floor,” Kraig explains. “They ground down the high spots and poured self-leveling cement. Then they used fans to dry it all out.”

 

It seemed like a thorough job. But within weeks, the kitchen floor started to buckle. The rest of the home—where no prep was done—remained fine.

 

That’s not how it’s supposed to work.

 

According to the National Wood Flooring Association (NWFA), subfloor moisture content, temperature, and flatness must meet strict standards before installation begins. If installers rush the prep or fail to follow manufacturer guidelines, it can compromise the entire flooring system—even if it looks fine on the surface at first.

 

Kraig’s case is further complicated by the flooring company’s finger-pointing. They initially blamed a nearby dishwasher for possible moisture issues—but Kraig notes that area was completely unaffected. Pulling out the appliance from the wall, it was clear that there was no lifting or warping behind the dishwasher–in other words, no signs of water damage at all.

When Repairs Come With Strings Attached

After months of silence, the flooring company offered a limited solution: they’d fix the damage—if Kraig paid part of the cost.

 

Say what?

 

That offer didn’t sit right. Not only was the problem confined to the area the company had allegedly prepped “correctly,” but the damage created a real safety issue. Kraig’s elderly mother lives in the house with him, and the poorly installed flooring became a trip hazard. It’s not just cosmetic—it’s dangerous.

 

What’s worse: Kraig is stuck between a rock and a hard place. He wants his floors fixed, but doesn’t believe he should be financially responsible for an error he didn’t cause. And who can blame him?

 

This kind of scenario happens more often than many realize. Home improvement disputes are among the most common complaints filed with the Better Business Bureau and state consumer protection agencies.

What Homeowners Can Learn From Kraig’s Ordeal

Kraig’s story is frustrating, but it's also a cautionary tale with clear takeaways for homeowners:

  • Get everything in writing. From prep work to warranty details, make sure your installer documents exactly what they’re doing—and why.
  • Ask about subfloor testing. Reputable contractors will test moisture levels and flatness before installing. If they skip that step, it’s a red flag.
  • Know your rights. In Georgia, contractors must follow industry standards, and if they don’t, you may be protected under the state’s fair business practices law.
  • Document the problem. Take photos and videos, and consider hiring an independent inspector if the issue escalates.

You should never have to pay to fix a mistake you didn’t make—especially not when it creates a hazard in your home.

When to Bring in the Experts

Unfortunately, many national flooring chains operate at volume, not always prioritizing quality or follow-up. That’s why working with a vetted local professional can make a big difference. Companies certified by TrustDALE, for example, must meet rigorous standards—and they stand behind their work with the $10,000 Make It Right Guarantee™.

 

If you’re facing a similar issue, don’t stay quiet. Share your concerns, request a third-party inspection, and consult with a consumer advocate before agreeing to pay for repairs that should be covered.

 

And if you're planning a remodel? Be proactive. Ask the tough questions before the job begins—because flooring isn’t just an investment in your home’s value. It’s an investment in your safety, too.