[Gubs]

We had the same problem and it tore a large hole in the flooring in the bedroom! Luckily it was covered by Keystone under the warranty, but they didn't want to repair the flooring. I called Keystone and WE came to a agreement that they should fix it. They replaced the entire flooring in the bedroom cause I did NOT want a patch job.
Seem like two of the rollers came loose and when the bolts fell out the ends slipped and came of the runners which in turn tore the flooring. They fixed everything so now I ck the bolts under the bed when it is extended out to make sure they are all tight.
Hope this was helpful!!