Heirloom Oxford floors or flooring materials

The reports, as CPSC published them

1. First aid

   Made Mar 31, 2021 · , sent to the company Apr 8, 2021 · , published by CPSC Apr 29, 2021

   The product, in the report: 1,100 square feet of the Heirloom Oxford oiled hard wood flooring product Item #: PR0390 Color: Oxford

   I am reaching out to bring to your attention, defective products and installation for which Provenza Floors, Inc. is responsible. I am seeking to notify CPSC.GOV of safety issues related to Provenza Floors Heirloom Oxford hardwood floor product installed in my home. The product was installed at my personal residence in [REDACTED], on April 12, 2016 by TriWest LTD Flooring as the distributor, [REDACTED] as the Interior Decorator and [REDACTED] the licensed and bonded flooring contractor. Within 6 months of installation, 1,100 square feet of the Heirloom Oxford product was delaminating, cracking, clip splintering, with knots popping out of the structure of the product. On multiple occasions, my 0-24 month old son was holding the product of these defects, and putting the particulates of these products in to his mouth, as the product had literally come apart. Force was necessary to extract these particulates (knots and splinters) from his mouth. Within 6 months of installation, TriWest and Provenza agreed to replace 7 planks. I told Provenza Floors, Inc. and TriWest at the time, that this product needs to stop being sold, as well as needs to ALL be removed and replaced in my house. They both declined to do so and have refused for 5 years to address the safety concerns with my children.

   (A) Notification and Timeline Summary of Provenza, Tri-West and [REDACTED] Product:

   I am reaching out to bring to your attention, defective products and installation for which Provenza Floors, Inc. is responsible. I am seeking to notify CPSC.GOV of safety issues related to Provenza Floors Heirloom Oxford hardwood floor product installed in my home. The product was installed at my personal residence in [REDACTED], on April 12, 2016 by TriWest LTD Flooring as the distributor, [REDACTED] as the Interior Decorator and [REDACTED] the licensed and bonded flooring contractor. Within 6 months of installation, 1,100 square feet of the Heirloom Oxford oiled hard wood flooring product was delaminating, cracking, clip splintering, with knots popping out of the structure of the product. On multiple occasions, my 0-24 month old son was holding the product of these defects, and putting the particulates of these products in to his mouth, as the product had literally come apart. Force was necessary to extract these particulates (knots and splinters) from his mouth. Within 6 months of installation, TriWest and Provenza agreed to replace 7 planks. I told Provenza Floors, Inc. and TriWest at the time, that this product needs to stop being sold, as well as needs to ALL be removed and replaced in my house. They both declined to do so and have refused for 5 years to address the safety concerns with my children.

   Since Provenza and TriWest’s replacement, the product defect has continued, and remains an extreme danger, especially the splintering and popping of knots, to my family to this day. My family has exhausted all non-legal means with Provenza Flooring, TriWest LTD and [REDACTED] throughout the last 5 years. None of these 3 organizations have stepped up to address these well documented safety issues. These are very common issues within internet review boards ([REDACTED], etc). I have connected with 10+ individuals through these internet boards that have the same issues.

   Provenza Floors refuses to live by their warranty, understands these issues are far spread and common (they can’t not know if they read internet board reviews) and in doing so, is putting the American Consumer at risk, over and over again.

   Furthermore, I have added additional legal concerns brought forward and affecting my family, in which Provenza and TriWest are both responsible, and have done nothing to cure. Both companies have ignored my demand and cure letters and refuse to take responsibility and cure these significant safety issues.

   (B) Highlights of Highly Questionable Legal Decision and Actions by Provenza, TriWest LTD and [REDACTED]:

   Additionally, I also wish to highlight questionable legal decisions and actions by Provenza Floors, TriWest LTD that I have had to endure related to the defective Heirloom Oxford product, stated below in summary, with proceeding details:

   (1) December 22, 2020 – COVID-19 exposure to (2,) (5,) (38,) (39,) (40,) (67) year olds in household (5 in household and 1 contractor) by [REDACTED], Provenza-employed inspector– Provenza nor Tri-West LTD, nor [REDACTED] ever notified my family of this exposure. This was confirmed through email correspondence.

   (2) December 22, 2020 – Conversation with [REDACTED] – [REDACTED] discussed Provenza’s China manufacturing process and quality concerns, final color samples not matching manufacturers produced product, rejecting containers due to quality issues, re-working products in the US due to quality issues from manufacturers and a companywide initiative at Provenza to on-shore manufacturing to the United States and countries NOT China or NOT South East Asia because of these quality defects. [REDACTED] explained as “a major headache and lots of expense for the company.” [REDACTED] fully recognized and communicated that Provenza Floors was having quality control problems, which lead to safety issues.

   (3) January 18, 2021 – [REDACTED] produced a report which included his findings of the installed floor within my personal residence, with a fabricated, statement that the “Floor hasn’t been maintained properly since installation date. According to [REDACTED] floor has been cleaned with oil cleaner.” As well, the pictures [REDACTED] took for his report, were of very low quality. I sent [REDACTED], within 10 minutes of his exit of my house, many high-quality pictures of severe damage. [REDACTED] misrepresented his findings and pictures significantly, in favor of Provenza. I have receipts of purchasing the warranty-demanded cleaning and care products for the product on my floor.

   (4) February 5, 2021 – Email correspondence from [REDACTED] – Correspondence from [REDACTED] at TriWest LTD. [REDACTED] stated that he has inspected my floors as well. [REDACTED] has not been to my house to inspect floors since I believe the problem in 2016, if he was there. Since then, he doesn’t respond to emails. He also hasn’t been at my residence since the extreme progression of these defects, so his statement is a fabrication of the present truth.

   Model

   Heirloom Oxford

   Bought from

   TriWest LTD Flooring Distributor

   Bought

   Mar 1, 2016, about then

   Where

   Ladera Ranch, California: Home/Apartment/Condominium

   Who was involved

   Age 2, Male

   The reporter’s relation to them

   My Child

   As this report names them

   Brand Heirloom Oxford, made or sold by PROVENZA FLOORS INC

   How badly, in CPSC’s words

   Injury, First Aid Received by Non-Medical Professional

CPSC’s disclaimer

Sources