hardwood on main floor, laminate in bsmt
On the whole a quirky experience. quality of wood was okay, the installation was good, but they left a deep groove down the middle of the living room.
didnt ask for a re-do so i'm feeling god-awful.
accounting was erratic. go over it carefully as there are several mistakes....charged my visa without telling me. This didnt sit well with me, as I like to be informed when people are putting thousands on my visa card. I DIDNT pre-authorize them. They had my number and just used it. Needless to say I cancelled my card after the account was settled.
I wouldnt recommend this company to friends and neighbors.
- Approximate cost of services:
- $12,000.00
- Company Response
Jennie, I appreciate your review but lets be fair.. you are leaving out quite a few details that might actually help other customers, first and foremost that the gouge was caused by a grand piano that you said you would hire a piano mover.... The customers contract states that she would move all the furniture, instead when we got to the home our installers were advised to move all the furniture, and even dismantle electronics, t.v, stereo and the like. The long and the short of the story is that we are not furniture movers. In Jennie's house, we had to remove all of the existing hardwood floor, install a new sub floor, install brand new hardwood and laminate, and install new baseboards. And we made clear that "customer responsible to move all furniture". We went over the piano, especially the piano many times. In person, on the phone and in writing So just imagine, all of that work being done, with a house full of furniture, not to mention a 3500 pound grand piano that we had to keep moving around! Its easy to say we gouged your floor, but you did not live up to your end of the deal. Just a reminder to all customers, we really don't charge for furniture moving unless it is excessive. And if it is excessive, we probably prefer not to do the job. Our installers are highly skilled at installing floors but none of them has any experience moving pianos, or dismantling electronics, packing dishes and glasses. Its not what we do, and I am sure you can search Homestars and find reviews for good movers. Also Jennie, I did offer to send my guys back to do board replacements for the boards that were scratched when moving that piano. I followed up with you twice actually. You instead asked us to discount your bill for the installation, which we did as a courtesy.
Regarding the payment claim, you filled out a pre-authorized credit card form so that the wood could be delivered while you were on vacation. Your installation was paid by check, and we discounted you $250 for the gouge in your floor, which is about what a good piano mover would have charged you to move it out of the way and put it back when we were done our job.
Please keep in mind our job is hard enough as it is, we do between 500 and 600 installations a year. We are not going to be perfect on every job, I don't think anyone can expect that. But there definitely are things that customers can do, in order to make our job easier, and their renovation flow smoother at the same time. I'm sorry we gouged Jennie's floor, but what are we to do, when the customer doesn't live up to their end of the deal? If she had hired a piano mover like we advised, and she agreed, she wouldn't have this problem.