Nailed It: Literally
We are homeowners, not construction professionals. The observations below reflect our experience and what we documented during this incident.
After seven months of waiting for our floor repairs, the work finally happened. It did not go as expected.
The Long Wait
We originally filed our warranty claim on April 14, 2025, documenting widespread floor issues throughout our home: uneven surfaces, squeaks, bounce, and structural concerns confirmed by an independent engineering report. What followed was months of back-and-forth, multiple site visits, and delays.
By late October 2025, we finally had a repair date scheduled: November 13, 2025. We cleared furniture from multiple rooms, emptied closets, and prepared for the work. We were relieved to finally see progress.
What Happened
On November 13, the framing sub-contractor arrived and performed work in the crawl space beneath our main floor. The scope included securing the subfloor and installing bracing around the kitchen island. Before the work began, we explicitly asked CBH workers if it was safe for our family to be in the home above the work area. They assured us it would be fine because the work would be done with screws.
The next morning, November 14, we discovered something was wrong. There were significant raised areas in the LVP flooring with multi-line cracks radiating from them, some with an actual nail protruding through the surface. Walking on the floor revealed additional cracking sounds at the joints.
We reported the issue that morning, expressing concern for our children’s safety. CBH responded faster than they ever had before: same-day email, same-day site visit at 4:30 PM.
What We Found
| Issue | Location | Concern |
|---|---|---|
| Nails penetrating through LVP | Multiple areas on main floor | Safety hazard with young children |
| Raised ridges in flooring | Main floor living areas | Tripping hazard, structural damage |
| Cracking at flooring joints | Throughout affected areas | Jagged sharp plastic edges, safety hazard |
The photos below show the damage we discovered:
Why It Matters
The safety concern was immediate. We have young children in the home, and nails protruding through the floor surface created a hazard. Beyond safety, this incident raised serious questions about communication and workmanship:
- Miscommunication: We were explicitly told screws would be used and that it was safe for our family to be home. The sub-contractor used a nail gun instead.
- Worse than before: Seven months of waiting for a repair that made the situation worse.
- Scope escalation: What was supposed to be a targeted repair now requires ripping out the sub’s work and replacing the flooring entirely.
What CBH Acknowledged
During the November 14 site visit, the CBH team acknowledged the following:
- They apologized for the miscommunication regarding the repair method and safety protocol.
- They confirmed the sub-contractor used a nail gun instead of screws, which resulted in nails penetrating the LVP.
- They noted the sub-contractor did not perform the work correctly and it would need to be redone regardless of the nail damage.
- Given the extent of the damage (nails through the floor, new uneven ridges), the necessary repair requires us to vacate the bottom floor and move furniture to the garage or a storage pod. Great timing right before the holidays, especially since we are hosting Thanksgiving.
- The repair plan involves ripping out the sub’s recent work, completing various other repairs, and replacing the entire downstairs floor, with an estimated timeline of a week or more.
Takeaways
We waited seven months for a repair that created a safety hazard in our home. The work was performed incorrectly, and we now face a larger repair scope than before. We continue to work with CBH to resolve the situation, but this experience underscores the importance of clear communication and quality control when sub-contractors are involved in warranty repairs.