Independent Analysis. Documented Evidence. Defensible Conclusions.

Flooring failures rarely happen without a cause. Whether the issue is cupping, buckling, delamination, excessive wear, cracking, or surface defects, a thorough investigation identifies the root cause — and distinguishes between a manufacturing defect, an installation error, and a site condition.

Robert Hughston has spent decades on both sides of these disputes — as a manufacturer's representative and as an independent inspector. That experience means he knows exactly what manufacturers look for, how they document findings, and where claims are commonly mischaracterized or denied.

Every investigation includes a detailed written report with photographic documentation, moisture readings where applicable, and a clear opinion on causation — suitable for use in warranty disputes, litigation, or insurance claims.

Manufacturer warranty claims are frequently denied on the basis of installation error or site conditions — even when the evidence points to a product defect. Understanding how manufacturers evaluate and document claims is essential to challenging those decisions effectively.

Robert Hughston spent 10 years at Mohawk Industries handling claims across every major flooring category, and later authored claims policies for a rigid core manufacturer as U.S. National Sales Manager. He knows how these decisions are made — and where they can be wrong.

An independent investigation provides an objective second opinion, with documentation that can support a formal appeal, legal action, or negotiated resolution with the manufacturer or retailer.