I hired Floorama to install hardwood floors and baseboards in a house I was gutting top to bottom. They did the hardwood floors Mon, Tues, Wed, Thurs. Then, on Thursday afternoon, I got a call at work to say that they were leaving my house unfinished because they couldn't put the baseboards in until the doors were done (doors had no casings/trim at the time).
Simon kept explaining to me why the door-trim needed to go on first: I understood it after the first explanaition. What I couldn't understand, and what he never explained to me, is why they never mentioned it on Mon, Tues, Wed, or Thurs morning (or the week before when Simon and I walked through the house to discuss plans....no doors on then either). I could have had someone finish it on the Tues/Wed if they had said something. Then they blamed me for not knowing I had to have the door frames finished (if I was an expert, I wouldn't need to hire you guys!).
AND... one of the guys went home with the spare key that all contractors shared, and it didn't get returned for 48 hours!!! By which point 2 other contractors had been locked out for 2 days, and set the whole project back timewise. Did they apologize? No.
And, they didn't finish staining the floor boards at the top of the stairs. Simon promised to drop off the stain the next day so I could finish it myself. He didn't. I emailed him a few days later to remind him. He said "I'll drop it off today." That was a week ago, and I have still never received it. And, I have a basement full of baseboards that I will have to install myself.
They seemed like nice guys, but in my opinion not very competent, and no care about following up or disrupting other people's work schedule.
We had 8 different tradesmen/companies for the reno. 6 out of 8 were good, so we were lucky. Floorama was one of the 2 bad ones. I would randomly call someone from the phone book before calling Floorama again.
- Approximate cost of services:
- $11,000.00
- Company Response
Hello Curt. I'm really sad that you feel this way. The floors looked exceptional at the end.
Regarding the door frames, my installers did tell the contractor working at the house about them and they were under the assumption that he was going to take care of them. After realizing the contractor wasn't going to do them, I explained to you that the door frames should go in before the baseboards. This is when we both mutually agreed that we would deduct whatever amount for the baseboard portion and have your contractor do them later. If he didn't take care of it for you, why should we be liable?
My installer did take the house key home by mistake and we do apologize for that. Things like this do happen occasionally. I did offer that we come back to do the stain and the baseboard after the contractor had finished his work, but you refused and said you would take care of it. I'm surprised how your contractor could have lost that can of stain that I brought you at first. Nonetheless, I will get you another can to keep you happy.
We constantly do our best and often go out of our way to keep our customers happy and satisfied. Unfortunately, sometimes issues that aren't in our hands change the experience. We always strive to keep customer service our priority and learn from our customers concerns.