Gary at Direct Flooring Deals appeared to be a great guy when we met to discuss the hardwood install. He was personal, flexible with options and promised excellent work, along with a warranty, albeit a short one.
I ripped up the flooring myself and prepared a thoroughly clean workspace for the installers. The installers were persaonae and hard working, when they finally arrived on the job site each morning. However, cuts to my door trim left considerable gaps between the flooring and the base of the trim, they cut the wrong end of one of my new doors with no offer to replace the door. In addition, in my children’s room, two of the floor boards used were damaged and splintering. Then about 6 weeks later the squeaking started.
I reached out to Gary requesting him to honour his warranty and help out with the issues. The only think I got was emails with “explanations” and excuses. He didn’t return my call asking for help.
We’re a family that had to save up for some time to this job. We’re not comparing at all about the price. It was very fair. But we’re very disappointed in the complete lack of follow up service and failure to honour warranty that we’ve experienced from Direct Flooring Deals.
We’re sure glad many others have had positive experiences and hope this company gives future customers better post sales service and care than it gave us.
- Company Response
I am sorry that you feel you did not receive the service that you expected and have decided to relay your opinion on social media. The problem now becomes getting the details right, and telling the whole story so those people who you want to read your review get the complete picture.
I would like to be quite clear. There is no warranty from our company, written or implied, for what you are claiming. In fact, if you go through our correspondence through the HomeStars App you will find our conversation where I state to you "We can screw down the floor. We cannot guarantee we can eliminate all squeaks...." Right there in BLACK and WHITE!! I told you right upfront. I am not aware of any manufacturer or installation company that warranties against squeaks or creaks.
Additionally, we DID HAVE MANY follow up conversations by text with regard to the splintering of the hardwood. What you have failed to mention are two important points. One, you supplied the hardwood flooring and two, it was improperly stored in your garage for 2 years. We were not informed of this until we started the installation.
We had to work with an inferior hardwood product, but no boards were installed that were cracked or splintered. You were ever present during the installation, monitoring the installer’s progress and work. The installers had to throw out many boards because the milling was poor, or they were cracked. These cracks, micro cracks and splintering you are seeing are a result of the improper storage of the hardwood for 2 years. It's quite possible the hardwood will continue to splinter. What you are experiencing is not an installation issue.
We spoke over the phone regularly throughout the process. The only issue brought to my attention was in reference to the door. We did offer to replace the door but you instead suggesting we credit the cost of additional work being done. We agreed with that. That is not us ignoring you.
Once completed you thanked me for the great work and commented the squeaks were eliminated and the hardwood looked great.
I understand your frustration that your floors squeak. There is obviously something else going on either in the structure of your floor, or it may be related to the hardwood flooring you purchased. To publicly call us out all over the internet for not honouring a warranty that you KNOW does not exist is grossly unfair.