We hired Carpet Mill for the removal of parquet and installation of new hardwood in our main floor. The removal of the old floor revealed that the original subfloor was very uneven and sloped dramatically downwards in the dining room. Carpet Mill came to give an additional quote on how much it would cost to ensure the new floor was just as level as the parquet had been. The installer was absolutely terrible. He had an incredibly lax attitude, rushed through the job and did not take our concerns seriously. He also did a completely shoddy job on leveling the floor.... so much so that there was a full inch differential left in two spots. Our general contractor expressed total shock at what a poor install job Carpet Mill had done. Because of timing of bookings on other work, we did not have the option of having him tear it the installed hardwood, ordering more wood and redoing it all. Instead we will now have to live with a floor that slopes (and feels sloped) that never used to feel sloped and with baseboards that are two totally different heights at different ends of the room. I have never been more disappointed in the quality of a tradesperson. If you use Carpet Mill, never use them to install. I asked for a discount, which they offered only on the minimal charge they quoted to level the floor (a paltry $150). What Carpet Mill has failed to compensate is the damage (perhaps even on resale) of having a sloped floor. I've written to Carpet Mill about this matter, never have I received an apology or any compensation for the damages related to the sloped floor. Will never use them again.
- Company Response
We would like to offer this response after making several attempts to contact this customer before and after the publication of this review.
We measured the job site and provided, as part of our quote, a charge for removal of two existing floors—a layer of parquet and a layer of plywood that were visible to the eye at the time of measurement. After removing the two layers, our installer found there were two additional layers that required removal, for which we gave the customer a separate quote. However, the customer hired their contractor for that removal and we were called in to inspect the original sub floor which was sloping towards the kitchen approximately 3’ from the wall. We provided a quote for leveling this area only. The customer never asked to have the entire floor leveled, but was only concerned with this small area adjacent to the kitchen, the charge for which was $125.00 + tax. The leveling of the entire floor would have cost $700.00 + tax.
The installer leveled the floor in the specified area adjacent to the kitchen and installed new plywood throughout. However, the customer was not satisfied with the leveling job. In addition, the customer suggested that the grain of the wood planks she received was not consistent with the grain of the sample she had seen at the store. A Carpet Mill representative went out to inspect the job along with a sales representative of the hardwood manufacturer. As a result, the manufacturer determined that the grain of the wood installed was consistent with the grain of the sample. This inspection also revealed that the kitchen wall was not 100% level.
The customer’s contractor had installed the baseboard and according to the customer, the contractor would have to spend extra time and material to re-install the same baseboard flush with the floor. Therefore we credited the $125.00 leveling charge, plus $266.25 for the contractor to install the baseboards, totaling $391.25.