Installers were fabulous and did a great job. Unfortunately they were not supported by office staff. The wrong wood was ordered for one room which delayed the project by 10 days. The sample I selected was not noted on the invoice and the wrong wood was ordered and laid in the other room. I could have insisted that they rip up what they had completed (1/2 the room) by the time I noticed, but because I was moving I let it go. Flex trim for a curved area was never ordered although it was promised, so cut oak had to be used. When the reordered wood finally came in, the guys couldn't finish because they were not provided enough trim and there was another delay of 2 days. Other than a lot of "Sorry", no other compensation was offered. I was very disappointed. If you are prepared to double and triple check everything these people do in the office, including the wood order and estimates, then you'll likely be happy. Nobody was paying attention to my project. I wish I had paid closer attention to avoid all of these problems.
- Approximate cost of services:
- $4,800.00
- What could this company do to improve their services?
- Any advice to offer fellow homeowners facing a similar project?
- Company Response
Hello Megan, thank you again for going with us for your project, and I apologize that your experience wasn't all good. Admittedly I ordered the wrong width of flooring for your upper floor, and I apologize once again that it caused a delay in your project. It was human error as it was mixing 2 1/4'' and 3 1/4'' widths, and unfortunately the wood had to be shipped to us, preventing me from being able to exchange the wood and rectify the error in a more timely manner.
In regards to the product for your basement, I know it may seem different from the sample, but wood being a natural product the grain can vary quite greatly from board to board. You mentioned to me that you chose the sample with "less grain", and that was the Twelve Oaks Appalachian Red Oak Natural that you selected from your quotation, and that was the wood we installed on your floor. We would be happy to go over the documentation and the samples with you to show you the product was ordered and installed based on your choice.We at Floors Direct North are not perfect by any means, but we strive to help our customers have the best experience possible when they go with us. We were ecstatic to hear your home had sold following us finishing the work. Thank you for the business and for taking the time to review our company. We will use your review to help us improve our service for other customers in the future.
John
