Let me begin by detailing what we were told would happen by the salesman (which we were later told by an employee would say anything to sell the job). We were told that when our floors were done, we wouldn't be able to tell any workers were here at all. If anything got damaged, it would be repaired to perfection by the company, as if it never happened. I can assure you none of those things happened. The entire install job was so horrible it had to get redone. There was damage to both my walls and trim. Their solution was to slap a thin coat of paint on it to try to cover it up, but only made it worse. I've detailed all the dameage, frustration and headache that was caused by using this company, a decision we all regret making. We have spent so much time fixing and repairing every bit of damage they caused, it's heartbreaking when you consider how much money we paid for this low quality, horrific work. They are clearly quantity driven, not QUALITY driven.
1. Job scheduled to be five days with a 5 day hotel stay. Due to the fact they did a horrible job on the install, they had to do it all over again, which required another 3 day hotel stay. Total project took 3 weeks instead of 5 days. We had to live in the house with the entire bottom floor moved into our garage and bonus room for three weeks, including having no kitchen to cook in.
2. The lack of communication and confusion they breed is the most frustrating part. One person tells you one thing, and another person tells you something completely different. You can't trust they'll do what they say, show up on time or have the least bit of concern for the customer's happiness. They sent a crew out to do the work on my house who had multiple complaints on the quality of work they were doing. Why keep sending them out? That cost me 2 extra weeks of headache, frustration, money and inconvenience.
3. The install was terrible. There were wide gaps in the boards all over the place, nail holes weren't filled in at all, boards were laid too far from the wall for trim to cover it. The installers rushed to get it done. This happened throughout the entire job.
4. When we pointed out all the stain the installers got on my freshly painted walls, dings in the corners that had to be repatched and walls that needed to be entirely repainted, the PM's response to us was all of that was 'normal'. Obviously anyone who has ever experienced a good quality job, or has pride in ANYTHING they do knows better than that. They did a terrible job. But I can say with absolute certainty that the amount of money I paid for them to do my floors should guarantee that NO damage be done to my home at the cost of their work in it. So, be warned, having them provide service in your home will guarantee damage to it as well as your money and labor in repairing the damage.
5. People didn't show up for scheduled appointments and didn't offer the courtesy of a phone call, installers showed up without a clue of what work they were supposed to do. My husband and I had to tell them which was difficult since they barely spoke english.
6. They took two weeks to come back out to fix the job they screwed up, still with no kitchen or furniture. The company actually postponed our job once because when someone called in sick, they didn't feel that fixing our floors was a high priority. New work was more important.
7. The trim work was just as awful as the initial flooring install. The shoe mold cuts were too short with corners not meeting, most of the pieces were only nailed down on the ends which meant they bowed out away from the wall in the middle, the shoe mold they replaced in my kitchen around my oak cabinets wasn't even stained to match my cabinets. They laid down bare wood shoe mold in my kitchen and I even found a piece of shoe mold that wasn't nailed down at all. Luckily my husband has a nail gun and was able to redo all the trim since it wasn't done properly.
8. The painter that came out to paint the shoe mold and trim decided only a light single coat was needed. He painted over trim that was destroyed when they ripped it off to do the floors instead of repairing it first then painting. Again, a truly horrible job on the trim and painting. My husband spent days replacing and repairing it. Both of us are irritated beyond belief that we paid for their work and it was so terrible.
I have never had such a miserable experience dealing with a company performing a service. Since our troubles began, I've heard of other homeowners experiencing the same thing. One couple was sent to a hotel for a few days while the work was scheduled to be done, only to come home and find they never showed to do the job. I truly regret using them to do my floors, it has been a nightmare of an experience.
