MEMPHIS, Tenn. — Lumber Liquidators says it’s beefing up customer support and will even consider replacing the floors of concerned customers after a CBS 60 Minutes investigation revealed unsafe levels of formaldehyde in some of its laminate floors.
The company held a conference call Thursday to reassure investors and customers that its products are safe.
CBS News tested some of the company’s products made in China and reported results of unsafe and illegal levels of formaldehyde by emissions standards in California which are some of the strictest in the country.
Lumber Liquidators fired back, posting a video on its website saying 60 Minutes used “improper testing.”
The On Your Side Investigators visited the Lumber Liquidators store in Memphis. A man who identified himself as Store Manager Troy Juen said, “We can’t speak to anybody in the media, because of corporate. ”
Juen provided WREG with a company statement which reiterated what was said in the video.
“We stand by every single plank of wood and laminate we sell around the country…”
Some congressional leaders have called for hearings and Lumber Liquidators’ stock took a nose dive after the report, but has since rebounded.
What hasn’t taken as big of a turn is customer concern.
Michael Kauffman is with Laboratory Management Partners in Memphis.
“We started getting phone calls Monday morning after the story aired.”
He says his lab, which doesn’t conduct the type of testing needed to analyze formaldehyde in wood, was inundated with phone calls from folks who wanted to rip up their floors or send in extra pieces for testing.
The On Your Side Investigators heard the same.
One family emailed about their children having respiratory problems, saying, “Now to think it all could be related to laminate flooring is a very scary situation.”
WREG checked and there are certified labs that conduct very, specific tests for formaldehyde in wood.
Kauffman explained how the testing works.
“It’s kind of a chamber where the flooring is stored in a chamber and under set conditions, of temperature and pressure and humidity, they’ll measure the outgas of the formaldehyde that evolves from the flooring.”
The family that emailed WREG opted for testing.
However, there’s a downside. Tests can run $200 or more, and turn around time is at least two weeks with some labs.
Plus, testing years old flooring may not provide sufficient answers for concerned families.
“That formaldehyde that can be present in the flooring could have already evolved or been outgassed, so it might not tell them anything at all about the flooring that’s in the house,” explained Kaufmann.
Lumber Liquidators announced Thursday that it’s offering a free, air quality testing program for concerned customers.
It well set up the testing based on the customer’s schedule and if the customer is still unsatisfied, Lumber Liquidators will consider re-installation.
However, experts say air quality tests for formaldehyde may not always be the best answer either because the toxin wears off over the years. Furthermore, there’s formaldehyde in several household products.
California EPA FAQ–What can I do about my floors?
Concerned customers can call Lumber Liquidators at 1-800-366-4204.
