I have had the same issue with this company. They aren't honoring my warranty either. I see you've dealt with Ricardo as well. I have recently started searching the same issue online and have found several other sites with different users complaining of the same or similar issue. I think they are changing the process in which they produce there wood and in fact might be moving there product line to China. Not sure how you can have Brazilian exotic wood being milled in China but these days you never know. Assuming they aren't honoring your warranty for the same reason they aren't warranting mine could be a sign of the company having financial problems but either way if your floor is defective and you've got proof you should take them to court. After speaking with Ricardo I can understand why people wouldn't want to do business with him. I am currently still trying to resolve this with them but Ricardo doesn't return phone calls or e mails. This in my opinion shows the companies worth and like in your review what they really care about which is $$$. I will also start a review here. I will also be posting on other forums and contacting builders in the Tri State area who I work with on a commercial level. I say boycott this product. The internet is very powerful and so is word of mouth. Good luck to you in your case.

I have been working with br111 claims department for more than a year and I have the e-mail documentation to prove it. My floor is breaking apart and all the stair nosing is splitting or totally broken on two stair cases. I sent br111 pictures of the broken parts and talked with them on the phone and answered questions. First they said they would honor the warranty and that I could work with anyone to install. They put me through a very long and painful process in order to get the product, first through Lowes then they changed and said I could have anyone fix the install. They asked for a labor bill. I sent the labor bill in many times. They kept not responding or saying they did not get it. I have worked with more than 4 reps over the past year. I have everything in writing back on forth on e-mails on this crazy process that kept changing. I have more than 40 e-mails going back and forth on it. After telling me they would honor the warranty then not replying...In July they told me they could not honor the warranty because it was due to faulty install. They offered me a "discount" but would not honor my warranty. I had install at Lowes. Also, through this process sometimes br111 would not reply to me for more than a month. I would sent e-mails...anyone there? anyone going to reply???...nothing then all of a sudden I would get a reply and would think something was going to get done then it goes dark again.

Lowes is now working with them to try to get them to warranty and they called BR111 and the BR111 said they would not honor the warranty and laughed at the Lowes rep. Lowes is saying that it is a widespread issue with this company and that they will not honor warrantys. They have a corporate rep hired just to deal with this one company and issues of warrantys not being honored by them. They laugh at you when you call for warranty issues after a year and working with 4 people? I have all the e-mails and pictures of broken product and cracks etc. to back up all of this mess.