Woodchuck Flooring

Thank you for taking the time to submit your review. Regretfully this project did not go as smoothly as it should have and for this we apologize. To the best of our knowledge all of the deficiencies you have brought to our attention have been corrected, including the complete replacement of your bedroom carpet.
We have taken your feedback seriously and have taken steps to ensure this experience is not repeated. We are committed to a very high standard of work, and hope to work with you again in the future.

We regret to hear that the outcome of our work is not to your satisfaction. We certainly want to leave every job with a satisfied client.
When we were first made aware of your concerns, we visited the job site but found that construction debris covered much of the floor. We offered to come back once this situation was rectified, but have not heard as yet.
In our showroom, one of our staff explained the differences between the floor you selected and a more expensive choice. Early on in the planning of your project, adding another layer of plywood was offered but refused. This is unfortunate as it would have helped with a couple of your concerns. Simply renailing a subfloor will reduce, but not eliminate squeaks. An uneven subfloor will give an end result of gapping where the flooring is installed over the higher areas simply because the boards will not come together tightly over such an uneven surface. All Prefinished flooring must be carefully protected after installation if further construction work is going on to avoid damage such as scratching or denting.
Please contact us should you wish for us to revisit your job and evaluate your concerns.

We are sorry to hear that you are unhappy with your basement floor.

We were contracted by Elite Construction to install a Torlys vinyl floor in your basement. Our written agreement with them expressly indicated that preparation of the subfloor and leveling of the concrete was not within the scope of our work.

After we finished the installation we were contacted about unlevel or hollow areas in the floor. At that time we explained to your contractor that this was due to the concrete subfloor not having been adequately prepared. We were instructed by Elite Construction to remove the floor so they could correct the uneven concrete and then we would reinstall the floor. This was a separate contract with Elite and was chargeable. To this they agreed.

Upon returning to reinstall the floor we found that very little work had been done to correct the subfloor deficiencies. We contacted Elite and were instructed by him to continue and that he would take responsibility.

The work we were hired to do was completed according to the arrangements made by your contractor. We have made numerous attempts to make contact with them and discuss further, but have not been able to reach them.

With regard to your comment that we installed quarter round in order to conceal unnecessary gaps, I have included the follow directly from the Torlys installation guidelines for your floor:

"A minimum of 1/8” (3.2mm) expansion wedges must be used at all walls and vertical obstructions, to allow for proper expansion/contraction space. The wedges should be removed after the flooring installation has been completed, and the expansion/contraction space should be covered by baseboard, quarter round, and/or drywall (if wall is undercut)."

As you can see, expansion/contraction space is required, and so quarter round or other trim is used to conceal that space around the perimeter of the room.

We take customer satisfaction very seriously and are disappointed that things have turned out this way. Should your contractor who hired us wish to re-visit this project, we would be happy to discuss that with them.

It is unfortunate that you are unhappy with the floor you selected. We are very forthcoming with regard to our return policies, and aim to set realistic expectations for clients who are trying to achieve a colour match (often very challenging).
You brought a single board from your previous flooring purchase from years ago in order to make your selection. We recommended more than once that you take home samples to see them in your lighting, and right up next to the existing floors you wanted to match. You declined to do so.
When you made your selection and purchased Wheat Nuance, we explained our return policy. However, you later changed your mind and wanted the ProSeries Santa Fe instead. We are very accommodating where possible, and were able to change your initial order per your request to the ProSeries Santa Fe. Timing was on our side as the order had not yet been produced by the manufacturer. We also issued a credit for the difference in price despite our return/exchange policy.
To date we have not seen a sample of the floor you purchased. The boxes we shipped you identified the product as ProSeries Santa Fe, which is what you purchased. If you believe you have received something else in error, please reach out to us.

This review comes as a shock to all of us here at Woodchuck Flooring.

For the past 47 years, client satisfaction and employee safety are top priorities. We train our employees to adhere to industry safety standards as well as those set out by the Workplace Safety & Insurance Board and our Commercial Liability Insurance provider. Work will not proceed in unsafe conditions for either the home owners or our crew.
Let’s review some of the facts regarding our experience in your home.
First you are correct your job was delayed by one day. We do our best to minimize delays, but in the construction industry they are unavoidable at times. The adjusted schedule was still going to have the work completed within the timeframe provided.

We must also respond to the more serious accusation regarding your electrical panel. The failure of your panel to function properly endangered the safety of our crew, your home, and our expensive sanding equipment. Sanding machines require a 220V power supply, so it is standard procedure to plug into a dryer outlet or a stove outlet. Our technician used the dryer outlet at your home, and started the machine. After a few seconds, the machine stopped. Upon investigation, the panel was found to be emitting smoke. The panel clearly did not function as it was designed to do. This deficiency was pre-existing to our work. It was quite old, using buss fuses. Our technician promptly disconnected the main power supply using the main disconnect to prevent serious property damage or injury to our employees.

Our foreman Clinton immediately contacted your mother, our contact as you were on vacation during this time. He met her at the home within an hour, and explained the situation. She was advised to contact an electrician to assess what needed to be done and to ensure the safety of the home. Clinton explained that the power was now off to the entire home and that arrangements should be made to attend to any perishables in fridges or freezers.

Your mother contacted an electrician and arranged for them to come in later that same day. Clinton waited for several hours and met the electrician at 7pm that same evening, along with your mother. The electrician explained to your mother that the panel would need to be replaced, and what the process was for that to happen.

Clinton also spoke to you directly and explained everything that had occurred. At that time you mentioned that you had pre-existing power issues and that replacement of the panel was on your list of things requiring attention. At this point the matter was in your hands to resolve.

As you agreed to, your full deposit was refunded to you. We have not charged anything for the substantial time and energy which we expended in ensuring the safety of your home and in communication attempts with you during your vacation.

We sincerely hope you will take the time to re-consider the comments you have made here as they are both defamatory and unmerited. Please feel free to contact us to discuss this matter further at 416-299-5151.

Tim Nassis, Owner