So I went to the Mississauga store to purchase new vinyl flooring and to get it installed. Picking out some flooring options, the salesperson was friendly and seemed knowledgeable with the products and even had recommendations and suggestions. Process was fairly simple.
Going into this, I knew the basement floor had some dips and was not completely flat so I had some concerns. Sales person had assured me that the installer would review and see if any corrections/adjustments would need to be made when carpet was removed.
During the installation, nothing was said during the time so it was assumed it would be ok. The tech doing the installation was very friendly and was worked very hard, although it did take quite a while to complete (maybe almost 12 hrs). As nothing was said during the install, I had assumed the dips would be ok and there would be no issues. After reviewing the flooring there are some areas that are springy due to the dips in the floor. It feels like the vinyl planks will break or pop out and there are some creaking/noises coming from these areas which are very concerning. I ended up calling the salesman to voice my concerns and see what can be done and was told that he would call back once he was able to talk to the installer. After a few days I received no callback and so I ended up calling again to get an update. Again I was told that he would need to talk to the installer to get some information as well as his manager to discuss, and to not worry about it and that it's probably fine. I expressed my concern repeatedly and seemed to be brushed off as everything was ok, when I continued to express my concerns. So now I am waiting on a callback again to see what will be done. Will update this review once everything has come to a conclusion.
UPDATE: The store manager came out to review the installation. After reviewing, appointments were made to make adjustments and level out the areas of concern. The floor was adjusted to a satisfactory state. The customer service to have my concerns corrected was great and swift. It was just a shame that it reached that point. Overall satisfied with the outcome.
- Approximate cost of services:
- Company Response
We sincerely apologize for the delay and inconvenience you have experienced. Our Regional Manager Mr. Mike Ghazarian (905) 527-2857, ext. 1010 has left you a voice mail message, and if you would kindly return his call at your earliest convenience he would like to follow up with you directly.
Most sincerely, Wendy Alexanian
Alexanian Carpet and Flooring