Hardwood and Tiles installation
I hired Simon to install new hardwood floors in my main floor this spring. He is very good at giving you a quote (if it's a big job) and charging the deposit and the rest of the money. His guys did do a good job. Everything looked fine. I even gave him a review of 10 on this website. The problem happened 6 months after when my floors in a certain area were cupping. Since I am still under the warranty year I called him to come and have a look at the floors and give me his opinion. For over two weeks after my first call Simon has been incredibly uninterested with my concerns. I have probably called more than 20 times and IF he picked up the phone he only said he was in a meeting and would get back to me which of course he didn't. I sincerely got very frustrated and disappointed not with his poor service but his completely LACK of service and interest for a costumer. I got to believe that if I had another big work from him he would have showed up for sure in a timely manner. I called the main office number and a lady very politely assured me Simon had "taken care" of this and she even thought that he actually did. She even mentioned she has had difficulty in getting a hold of him in certain occasions. At the end he only got back to me twice: first time to tell me he was going to drop by the next day (and he didn't, not even called to let me know he was not coming) and a second time which I wasn't near my phone and never bothered to leave me a message or call back again. I am sure he is going to reply to this review and make all kind of excuses but my intention is not to get back at him but rather alert other people to be aware of the fact that Simon is only good until the moment he gets paid and the job gets done. After that, you are pretty much on your own if you find something wrong. Please think twice before hiring Floorama Flooring and make sure you shop around and that you are going to get a good level of service specially if there is a problem after the job is complete.
- Approximate cost of services:
- $4,500.00
- Company Response
Hello David
It has taken me a while to get back to you because it is a very busy period with flooring and our team is overwhelmed with work, so I do apologize for that.
But...
When you did call me two weeks ago, you did specifically tell me that you had moisture and water coming into your house from under the sliding door, and that was the spot where you had the cupping. I told you that that was probably moisture damage from the leak and that both the manufacturer and installation warrantees don't cover that. It is your responsibility to maintain the hardwood and your house from excessive moisture.
A few points to consider:
1. The manufacturer warrantees defects of the hardwood and not floorama flooring. We can connect you to them, but we don't honour the warranty
2. We offer a 1 year installation warranty. Cupping of the hardwood isn't installation related. Installation issue are normally apparent the first week. Cupping only comes from excessive moisture.
3. Even the manufacturers warranty won't cover your claim. You clearly stated that you had a leak.
I offered to come take a look just to help you. I am not responsible for this repair though. Any other company would not have offered to come. Because I was going out of my way, unnecessarily, to come help you, I decided to finish my other work first, which was priority.
Again, it is the home owners responsibility:
- To clean and maintain hardwood
- Make sure hardwood isn't exposed to excessive moisture
- Make sure hardwood isn't exposed to excessive dryness
- Keep room humidity levels between 40%-60%If you still want me to come take a look, I can bring my moisture reader and show you how high the moisture levels in your wood will be. Call me on my cell and I will come during my spare time.