Sondra T.
At first they seemed extremely professional and prompt. We were very hopeful to be near the end of some water damage that caused our family a lot of time and issues prior. The job was through an insurance claim. It was to replace the laminate flooring and baseboards. They wanted $25K for this, on a small 1400sq ft house. I wanted flooring that would not be subject to water damage again. The insurance agreed I could apply the funds toward different flooring. I was on the phone with our adjustor and their rep, Dean and we detailed it out. I get an estimate for $10K for the change order. We talk it out and he tells me it will be to fix the baseboard caulk lines etc. After I let him know I would be ok touching that up myself, I get a modified invoice for $3K removing the baseboard and trim. This was over the holidays. I sent him a summary text to confirm I understood everything. All seemed great. I would have enough money credited to pay for the flooring of my choice and since we opted in to the insurance preferred contractor, insurance covers housing. AMAZING! No. This was over the holiday break and we packed and planned to be out of the house. Then after their estimator came out to do a final walk through it was discovered it would be an extra $10K out of our pocket. I sent them copies of the screenshots etc. I understand mistakes happen. But I did everything I could to reduce the confusion. They never even apologized for their staff lack of communication. They had zero empathy that their "miscommunication" caused our family time, confusion, and stress (not being able to use the lodging program from insurance, having to scramble to make new arrangements). One of the last conversations I had with them was Dean telling me I was "leaving money on the table" by taking the insurance check instead of using them. I don't understand how after they wanted to gauge our insurance company and us personally on top of it. After not going with them, I was able to get the entire job for under $10K, instead of the $35K they wanted. I have my dream floors and more.
