LaKesha Lindsey
We were referred to this company by family members who had a positive experience, but unfortunately our experience did not meet the same standard. The initial estimate went well, and we were assured the job could be completed professionally, including installation of new baseboards (painting was not expected). The young lady in the store that helped me when looking at flooring was wonderful as well. However, issues arose during installation and after that highlighted gaps in communication, workmanship oversight, and customer follow-through. On the day of installation, the crew arrived unprepared for furniture removal despite it being clearly listed on the invoice, which resulted in unnecessary confusion and my husband having to assist before returning to work. The crew’s demeanor was noticeably standoffish, and there was a lack of clear communication throughout the process. The flooring was installed; however, the quarter round was initially installed incorrectly and was not flush with the door jambs, leaving visible gaps and an unfinished appearance. After we brought this to their attention, the quarter round was corrected and properly made flush with the door jambs. Despite this correction, other finishing issues remained. The door jambs had been cut too high, creating noticeable gaps that we were initially told could be addressed with caulking, which was not appropriate for the size of the openings. A later attempt to correct this with wood filler was poorly executed, left residue on the flooring, and still did not result in an acceptable finished appearance with gaps still present. The crew left the home without notifying us or completing a walkthrough, despite being asked to do so. Follow-up occurred only after my husband raised concerns. When the estimator Daryll later came out after my husband’s inquiry, there was no acknowledgment or apology for the issues, and responsibility for the workmanship was minimized rather than addressed. We were given excuse after excuse as to why their team lacked sound communication and no integrity to do the job correctly without being asked repeatedly to do so. We also had to specifically request written confirmation of both the manufacturer warranty and the workmanship warranty, rather than this being provided proactively. At this time, we are awaiting the written workmanship warranty and manufacturer warranty documentation and are monitoring how the remaining workmanship concerns will be addressed under that warranty. I will update this review if further contact is required or if these warranty matters are resolved appropriately. While the flooring was installed, the the lack of quality control, attention to detail, accountability, and customer care shown by Daryl and his employees makes it difficult to recommend this company based on our experience. I was really hoping that this transaction would have went differently because we do have plans to complete flooring in the rest of our home. Update1.16.26: Today my husband went to pay the balance of the account. However, he was met with deflection and unprofessionalism by both Daryll via phone as well as the young lady in person at the front desk. It seems like there is an extreme breakdown in communication and organization. We are left with no clear directions on the warranty with Mohawk for the flooring and no written description of what their workmanship warranty includes other than it listing 2-year warranty on the store receipt.
