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Sid Peterson Memorial Hospital, Kerrville, TX

New Flooring Construction Experts

Beginning in 1998, Kerrville-based Sid Peterson Memorial Hospital began a major expansion to add a 52,000 square-foot ambulatory care center to its complex.

Over the next two years, the state-of-the-art Peterson Regional Ambulatory Care Center was constructed on 35 acres. The facility houses all hospital outpatient services including day surgery, imaging and a rehabilitation center featuring an exercise gym and spacious indoor therapy pool.

Known for its quality installation and service, Intertech Flooring was selected to install flooring in the hospital's pool treatment area, where temperatures average 90 degrees and RH is approximately 85 percent. "Working with a qualified flooring contractor is critical on complex jobs like this," says hospital administrator Mike Williams. The architect's original specified product was a 12" x 12" solid vinyl tile installed with a solvent free two-part epoxy adhesive - the type of product with which Intertech has extensive experience. Intertech completed the installation in April 2000.

Problem-Solving Attention

Soon, however, Williams would learn how important it is to work with a flooring contractor that not only is qualified, but that also stands behind their work. About 18 months after construction, Williams began noticing rust and chalk around the seams of the tiles. He called in the general contractor, flooring manufacturer and Intertech to assess the problem.

"The moisture tests performed prior to the original installation showed that the concrete's moisture level was within the manufacturer's tolerances. But, it was clear that moisture somehow was effecting the bond of the material installed," recalls Bill Imhoff, Intertech Flooring CEO. "We needed to determine where the moisture was coming from and how to overcome it.

"We were already six months past our warranty when the problem first appeared. Other companies might have walked away form the situation, but that's not the way we do business. We believe in standing behind our work and following it through."

Rather than opt for a quick fix that might not be a long-term solution, Intertech and general contractor Faulkner Construction began an exhaustive investigation, spending countless hours and dollars trying to identify why the tiles weren't adhering. They brought in experts, took samples and ran lab tests, all in an effort to determine if the problem was faulty installation, a failure of the adhesive, a product that couldn't withstand high moisture environments, or something else.

Imhoff and Intertech Flooring Project Manager Scott Richter also called in the manufacturer to perform tests, but they never heard the results. “We felt we owed the manufacturer of the product the chance to be part of the solution,” says Imhoff. “But we didn’t get the support we needed. In the end, we had to take care of it ourselves.”

Testing was complicated by the fact that the hospital was used daily for rehabilitation services. "Our pool is a source of revenue, so we simply couldn't close it for weeks for testing. Even though it meant more hassle for them, Intertech went to great lengths to conduct the testing without necessitating closing the pool," says Williams.

Expert Advice

Ultimately, after 11 months of testing everything from the pool water to environmental moisture levels to the adhesive itself - and with still no lab results from the manufacturer - Intertech decided it was time to look for a different flooring product. "We had followed the process recommended by the manufacturer, and determined that moisture was not coming through the slab and that the adhesive was breaking down due to the pool water," says Imhoff. "At that point we knew we needed to change products and our approach to dealing with the moisture."

Architectural firm The Bower Downing Partnership Inc. proposed five possible replacement products, and the hospital turned to Intertech for their advice. "One of the possible product replacements was slip resistant which we needed for safety, but I didn't feel was durable enough. Another product we looked at was a loose lay, which wasn't a bad option because it would allow moisture to escape. But I felt the best option was a sheet vinyl that can be heat welded and is self-coving, ensuring 100 percent moisture protection," says Imhoff. "In addition, the manufacturer was one with whom we've worked extensively and who shares our customer service business philosophy."

Resolving the Problem

To prepare the foundation for installing the product - Altro's Marine 20/ Impressionist II - Intertech spared no expense. They super-prepped the foundation by jack hammering the concrete down to the bare slab, then sanding any remaining fine particles to expose a clean, bare concrete surface. The Intertech team then applied a moisture barrier to seal off moisture that had soaked into the slab topically.

"Due to the tight time schedule, we didn't have the luxury of letting the concrete dry out naturally," says Imhoff. "In addition, we wanted to be sure we eliminated any residual contaminants due to the excessive amount of water that had been trapped by the floor."

To avoid pool downtime - and thus lost revenue for the hospital - the Intertech installation team completed the installation in three weeks over the Christmas season, taking only Christmas and New Year's Day off.

"They had a tight schedule, and they met their deadline. To lead the job, they brought in their best installers with extensive experience in highly technical installations to make sure everything was done 100 percent correctly. They devoted more people and more supervision than they normally would have on a job, and really went above and beyond expectations," recalls Williams.

The effort paid off. The new flooring has proven an ideal choice for the pool area. Water penetration is no longer an issue and the absence of seams makes cleaning easier. "Intertech's recommendation for the Altro product was right on target. It not only is ideal for the environmental demands of the room, but it looks better than the original tile and patients like it because it is easier on their feet," Williams says.

Lessons Learned

Bottom line, Williams says he now knows more than ever the importance of dealing with reliable, knowledgeable contractors who know their business and stand behind their work. "Unfortunately for Intertech, their company took the entire financial hit for a product problem, which speaks volumes about their business ethics," Williams says. "They did what they said they'd do, and finished when they said they would. I'll be a supporter of Intertech for a long time to come."