Led to believe one thing, delivered another.
EDIT: While I do appreciate their response, they did not consult us with "The Licensed Plumber suggested that we glue the carpet to the top of both the drain and the backflow cover". The Plumber did however suggest we could raise the floor, but that was a separate issue altogether that we did decline, but, did not affect this result.
Their partial refund was $400. less than 10% of the total cost to us, and, for a final product that will just need replacing due to poor advise, lack of care for the client, and miscommunication between their own internal teams.
Please take their responses to reviews for what they are, a means to try and recover Brand Image due to poor craftmanship. Given the number of trades available out there, this should be an easy avoidance for anyone looking for floor work.
Original Review:
Initial conversations were great, we felt they understood what we were looking for, and that they had provided a reasonable solution to the specific of our home. Sadly that is where the positive ended.
We had a floor drain, and a back-flow valve cover that they told us they had a solution for, and their solution was to glue the carpet on top of both, now, we can't even open the backflow valve, and had to cover with a shelf due to how bad it looks, and the drain is now glued and it was still cut out, so you can see where the drain is, but can't access it...this was super weird, and I'm not really sure why it happened.
Then, we had agreed to go up to our door to the laundry room, and I would have expected this to have had a transition piece, or something but the carpet was left loose, and it wasn't enough done far enough in to our laundry room so you can see a gap so it looks very unfinished.
We have scrapes and dings on our walls due to carelessness, and there was a TON of cleanup to do after the work and they had left. We have a small dog and a 2 year old, who thought it was a tasty snack, so super dangerous as well.
I really wish the conversations and feeling I got from the beginning were carried though, and there was no real remedy for these issues. They offered us less than 10% as a refund for all the issues, an incomplete and unprofessional job.
Please beware of hiring this company as it is clear there is no care for the customer, just their bottom line.
- Approximate cost of services:
- $4,500.00
- Company Response
Thank you for sharing your experience with us. We appreciate your feedback and are sorry to hear that the final results did not meet your expectations.
Regarding the issue with the floor drain and back-flow valve, I want to clarify that we consulted a licensed plumber to ensure we provided the best solution for your home. Based on their professional advice, we made the necessary adjustments to the carpet, including creating an access point for the drain, this approach was discussed with you before we proceeded and we received your direct confirmation. We understand that this solution may not have met your aesthetic expectations, and we apologize for any inconvenience this has caused.
Regarding the laundry room, we offered to make adjustments to better align with your preferences. Additionally, we made every effort to clean the area thoroughly after the installation as we do with every client, though it’s possible that some areas were inadvertently missed. We sincerely apologize for any oversight and the inconvenience this may have caused, especially given the presence of young children and pets in your home.
Our partial refund offer was intended as a goodwill gesture to address the concerns you raised, though we understand that it may not fully reflect the extent of your dissatisfaction. Your feedback is important to us, and we will use it to improve our services. We value your satisfaction and would appreciate the opportunity to improve and make things right.
Thank you again for your feedback and for allowing us to work in your home.