This review is not about the quality of work but specifically about the unprofessional behaviour of the production manager Evan who is also related to the owner. Please note all other employees and sub trades I dealt with were fantastic.
In the spring of 2020, we were in the middle of a major renovation when our basement flooded from from the spring thaw. Although I acted as the general contractor for the renovation, when it came time to repair the basement, I opted to have the insurance contractor manage the repairs in July as I was fatigued.
Only about a quarter of the basement was affected by the flood and the flooring repair was completed by Floorscapes. Given the new subfloor products are now thinner than the older products we were told that they may need to tear out the entire basement floor and replace it or there was an option to add cork or a thin plywood to level the new floor to the old.
Unfortunately the original owners built the basement walls and media unit on top of the subfloor so to demo and replace the entire subfloor and repair the baseboards, walls etc. would be extensive and time consuming. Given we had just lived through a six-month renovation with multiple trades in and out, during Covid, we chose the less intrusive and time-consuming option.
When it came time to install the new product, the installers decided to glue the new product to the old and sand down the edges where the two products were connected vs adding any additional product to level it. Unfortunately, when it was finished it was obvious that the new section of subfloor was now floating above the concrete as it bounced and thudded with almost every step.
Greg from Floorscapes suggested they could try to add something under the subfloor to minimize the bounce and suggested the repair would take about a day. He told me he would have the office call me to schedule a repair date.
Seven days passed and I had not received a call so I reached out to Gary and he told me he would remind the office to call me. Five more days passed, and I still had not received a call, so I emailed Gary again and had the insurance contractor reach out to his contacts with Floorscapes as well.
At 4:30 the next day Evan called me and told me the installer would be by on the following Thursday, but the carpet could not be pulled back into place until the afternoon or on the following day Friday September 11, which I agreed to.
When the installer arrived, he told me he would be drilling holes into the new subfloor and injecting an expanding foam under it. When he left, I noticed that he had only worked on the edge of the new sub floor. I immediately called Evan who relayed that the installer had just worked on the edge of the new floor as that is what Gary had told him to do.
Believing this was a just a miscommunication between Gary and the installer I tried to explain that as the new floor was attached to the old subfloor at the perimeter the entire new subfloor was floating above the concrete especially the centre, so it did not make sense to only fix one edge.
However, Evan immediately became, defensive and dismissive and began talking over me (I had to ask him to let me finish several times). He said he had seen all of the before and after photos so I didn’t need to explain, they were the ones with the experience, and they did what they believed would fix the problem. He went on to tell me that they were doing me a favour because I didn’t want all the floors pulled up.
When I told him that I could guaranteed that what they had done would not fix the problem, he suggested that if I was correct, they could just come back to add more foam on another day (delaying the job as it takes 12 hours for the foam to set up) and if that didn’t work, they would pull up the entire floor.
At that point I requested that the installer come back that day to work on the entire area just to be certain and to keep the job on schedule. He begrudgingly agreed.
The installer returned several hours later to drill and fill the entire area which took about 15 minutes. When he left, he asked me to check the area in the morning and if there were any low spots, to let Evan know and he would come back. If it was just a few spots they would not need to set up as long and the carpet could still be pulled into place the same day.
When I checked in the morning there was a spot that still bounced and made noise, so I sent an email to Evan. His responses were again unprofessional. For example, when I asked him if he could tell me when the carpet puller was scheduled to come in, as I needed to plan my day, his response via email/verbatim was “We do not have any time for you at this point. When we hear back from the people, we need then we can plan the times and be in touch with you.”
Was this just a grammar issue or was he really trying to tell me he had no time for me … I believe it was the latter.
I informed the insurance contractor who said he would send a note to the company. To date I have not been contacted by anyone from Floorscapes.