Jordan in Mississauga

We recently purchased Traditional grade Imperial collection hardwood flooring to redo our living room and dining room. The installer they recommended, "Their best guy", started to do our floors and baseboards. He was done about 1/3 (6 boxes) of the install when I had a concern about one of the baseboards he had installed. During that conversation, he started to point out what he saw as problems with the wood he was installing. He suggested I contact the store and let them know about the deficiencies (manufacture defects) in the wood. I went down to the store with a few samples in hand and the store manager starts talking about industry standards and natural things found in wood. I assured him these types of things are not that and that the installer they recommended said that the wood was no good. The installer said that about 40% of the boards he put down so far had this type of issue. When I asked what could be done about it, he says, well a board installed is a board accepted by the customer. Well I am glad I asked, what If the entire floor was down? At that rate of deficiencies, I would need at least 8 more boxes. I was then told that once a box was open It wasn't able to be returned. I told him that the installer should have come to me after the first box or two of being installed and not waited until 1/3 of my order was installed. I then told him what we were told by the staff regarding the installers they use, "We warranty the work of all our installers". I said well then, if this wood is deficient I shouldn't be expected to pay for any of the material needed to bring it to an acceptable level. The managers response to my amazement was " We warranty the is installers workmanship, not their ability to make decisions". Well, I think that an installers ability to make sound decisions is directly related to his/her quality of work or workmanship as I think most others would as well. In fact if that is the logic they are applying, how would anyone ever be able to make a judgement call on their products, if they don’t trust the judgement of installers they themselves are recommending. For example, I had a roof installed by a company that also warrantees the work of its installers and when I had a problem with it, they did in fact correct the issue created by the installer they provided. The store manager did offer 3 boxes of material to cover the deficient material but this, according to the installer, would not be enough. At this point, the floor was started on Tuesday and is not completed, home is upside down, we have family over for the weekend our installer is coming back tomorrow we will see what is going to happen. As far as I am concerned and after speaking with a few knowledgeable people, Brampton Hardwood should be covering all the cost of material that is “deficient” and go after the manufacturer for the loss and not expect that the customer be on the hook for it. The customer is buying a product in good faith that it will be in appropriate condition when purchased new and not make something that is often a large investment and a stressful time even more difficult. I am hoping that Brampton hardwood will step up and do the right thing from a business standpoint. Waiting for resolution..... I am waiting to see how they handle our problems and possibly taking further action, I hope it doesn't come to that. UPDATE! Well our floor was finally completed 15 days after the project was put on hold thanks to the help of Frank Puchiele and Joe, the Operations manager at Brampton Hardwood.The final product looks very nice. Frank was very understanding with our concerns and was prompt with his responses to my phone calls and e-mails. Unfortunately, it still took 6 days for the initial inspection and then another inspection 3 days later. After the inspections, we were supposed to have another installer arrive 3 days later but they didn't arrive until 5 days later was left waiting with out a phone call. Once on site the installer and his team worked very hard to address our concerns and correctly install the remaining floor and base boards. Unfortunatley the successfull competetion of the floor was followed up by the installer who didn't want to clean up the consturction debris left after the floor was done, even after I had offered to pay an additonal fee to have them remove it. I ended up cleaning up our car port and taking all the wood, cardboard etc.. to the city dump myself. I think it is important to note that the installers they recommend are really not employees of Brampton Hardwood and you, the consumer, are paying them directly. So beware, do your homework, have a clear understanding with the installer you choose on what your expectations are about the entire job BEFORE you let them start installing your floor. Don't just assume because they tell you they have years of experience that they will do it right. Make sure you clearly explain your expectations and read all the small print before you buy. All the great help and follow up in the world won't help you if the person installing your floor doesn't do it right.

We have used them several times because they arrive quickly in emergency situations and they have been honest when the problem is something small. We will continue to use them for this reason.