Hi Mike, thank you so much for the great review, we do appreciate it. As always it's a pleasure and I hope that you and Enid enjoy the new floors. Thanks again.
Hugs
Jeannie
Installation of laminate flooring in living/dining room areas.
Hi Al, thank you for taking the time to send us a review. We pride ourselves on making sure our customers are satisfied with our service and John is such a nice guy and very genuine to deal with. We are happy you love your new floor and we look forward to seeing you again when you're ready for your next project.
Kind regards
Jeannie
Main floor reno - hardwood floors
Thank you so much for the review. John is brilliant and really knows his stuff so I'm glad you found him to be helpful. Again, many thanks. Your review is very much appreciated.
Kind regards, Jeannie
Hi Rachel, you made my day with that review. Thanks :) In truth, I AM just a caring mum and I look at it that you could have been my son or daughter coming through the door and I would want them treated with kindness and respect too. This business isn't all about just selling you a floor, nor should be. We were definitely just happy to help you get the job done and so glad that everything worked out for best. Ben, the owner is all for making our customers happy too. A great guy! When you're ready for your new flooring for the basement, you have my number. I will come to the store and help you choose. I look forward to it.
Thanks again Rachel. I really hope that you, Dave and your family enjoy the new home. Hugs, Jeannie
Hi Daniela, thanks for the review. It's good to hear that Martin was so helpful and that you were well informed before we started your project. We do greatly appreciate your business and the review.
Kind regards
Jeannie
Thanks so much Jackie for the kind words about our teams. We do have some great people working for us and I'm so glad that came across. We hope your new floors continue to have many thousands of feet dancing on it in the future. Thanks again.
Kind regards, Jeannie
Hi Nicole, thanks so much for the review. We are delighted you're pleased with your floors and us. Our installers are exceptional I must admit and if you ever do get any issues, just let us know.
Thanks again Nicole.
Kind regards
Jeannie
Hi Esmaeil, thank you very much for the recent review. Whilst we can totally understand and appreciate your frustrations, there are always two sides to every story.
We do not want to get into the minutia, but we do want to address your comments and concerns. First of all, we are very sorry you felt it was a mistake going with us. For the majority of people we do a great job and enjoy a wonderful working relationship with our customers so we are sad this is not the case for you. We are not perfect by any stretch of the imagination, but we are decent people who try very hard to get it right.
You did mentioned by the way that we did your installation back in February but the first we heard of any problems was when you got in touch a few weeks ago.
The items you mention, are not uncommon during an installation. It is hard to make an omelette without breaking eggs and most of these things are relatively minor and can be put right very easily. The handrail unfortunately was damaged when a dowel had to be removed to take the rail out for installation. We agree this fill was not acceptable but this too can be rectified.
I believe that we offered to address these issues on more than one occasion and we are still willing to do this. We have come back each time you’ve contacted us and you have to remember that the installers are busy and not always able to drop everything but they do get back to you. Ben also had a family issue the day he was supposed to come and apologized for that but he did keep his next appointment.
What Ben did say about no job being 100% perfect though, was correct and he was in no way trying to being disrespectful. Regarding the builders, he was trying to explain that newer homes - even though built by reputable builders - can be prone to structural issues as we’ve seen many times on TV programmes such as Holmes Makes it Right.
Regarding the click in your floor which we know is your main concern. We do realize that the installer did some banging whilst trying to investigate, but he had to rule out possible causes for the noise as was explained to you. Even with full screw down, squeaks and noises cannot always be eliminated 100% and it is a process of elimination. With this in mind, it was necessary for him to test the floor against the walls to see if the problem was there and yes, he did damage the drywall at the base of the wall where it meets the floor but I can assure you, that he was happy to put that right too. Regarding your pot light. They can often work loose and are not too secure at the best of times. This also would have taken no time at all to fix.
What was unfortunate in all of this, was that there seemed to be a clash between yourself and the installer. As we had mentioned in previous emails, he is an outstanding workman who has done thousands of installations in his 28 year career and he is an installer who continues to get rave reviews about his work and his calming influence. It was a shame as we do try to match people up with the right installer but sometimes it doesn’t work out.
At this stage Esmaeil, all we can surmise, is that the noise could be structural having ruled out everything else, and it is possible that the noise may have only come to light after things were disturbed. It could also be the case that as you were new to the house and it was a noise that may have already existed, but which had gone un-noticed during your short occupancy of your new home. If it does turn out to be a structural fault, then we are not to blame and cannot be held responsible as I’m sure you can appreciate.
Regarding the rep and inspector that you did not want us to get in. We only offered to get the hardwood rep involved to see if he knew what the problem might be. We also offered to bring an inspector at our cost initially and if he investigated and found it to be a structural issue, Ben mentioned that you would then be responsible for his fee. If he found it to be our problem, then we would take care of the fee and the problem. We think that was a very fair offer. Both the rep and inspectors are very experienced people in their fields and have not been used many times by us as you suggest. In fact, this would be the first time for us using an inspector. If you are worried that this might be the case though, we are happy for you to hire an independent inspector yourself and we would be delighted to give you details of how to do that.
Summing up, we feel we did, and continue to, honor our contract. At the end of the day all we did was install a floor. We are still more than happy to put those issues right for you but you have to be willing to let us. We can also get an inspector in to investigate the click but it has to be done in a timely manner as none of these processes can be rushed. With respect, you’d lived with most of the issues for a few months before contacting us, so hopefully a few more weeks won't make a huge difference and a satisfactory outcome will be the result.
As I mentioned earlier, our customers are important to us and 80% of our business comes from word of mouth which in itself is a great recommendation. In this business there is an accepted standard and we constantly fall well within that accepted level or above, and our aim is to continue in that vain. We never run away from our mistakes (and we do make some – we’re not perfect) but we pride ourselves on leaving the customer happy as the majority of our reviews will testify.
If you would like to move ahead - with a different installer and an inspector, we will be delighted to arrange everything. Please let us know.
Hi Chris, thank you for the review. Hassan is an asset to our company and has been in the business a long time. We are happy you enjoyed your experience with us and hope to see you again in the future if you have any more flooring projects.
Thank you once again.
Jeannie
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
We cover the whole of the GTA and beyond and carry most major brands of hardwood, laminate, carpet, tile and vinyl. We are also ICC (Insurance Claims Collaborative) registered for restoration of damaged floors.
Why not pop in to our showroom in Newmarket where you can see our collection first hand, along with current special offers, or visit www.floorsdirectnorth.ca
We offer a shop-at-home service, first-class customer care and a friendly smile. Our customers are important to us and whilst we aren't perfect, we try hard and pride ourselves on the care and attention we give to every project. Our installers are masters in their fields and you can rest assured you'll be very happy with the installation of your chosen flooring.
We also specialize in custom made stairs.
