Making a flooring decision can be a difficult task, especially considering the cost is so high.
You want to make sure you are getting a good deal, but you also don’t want to be taken advantage of. Because I don’t want other people to go through what I went through, I decided to start this blog in the hope that other people could find out who they can trust in Owasso for their CARPET and FLOORING purchase.
Here is my story:
I decided to go with a local company that seemed professional from the outside. They have a free standing building, and seem to have multiple locations throughout the nation. They specialize in CARPET and FLOORING, promising “expert installation” and “lifetime warranty” on their products. I specifically chose them because of these two points. I didn’t want to buy my flooring from a home improvement store because I know they use independent contractors for their installation, and I don’t consider that to be expert. Plus, I wanted to know that the company I went with used their own employed EXPERT installers in case I ran into an issue with how it was installed, I could trust the company to stand behind the work, and not tell me I would need to take it up with the contracted installer.
What good is a lifetime guarantee if the work can’t be guaranteed?
Their website has all sorts of information that would make you feel good in choosing them over some other flooring company, including an unbelievable Guarantee like this:
“That’s why we offer you unmatched peace of mind with our one-of-a-kind guarantee. We want you to be 100% happy with your new floor. If not, we will replace it for free.”
I mean, who wouldn’t want to go with a company like that?
So, back to my story…
Within 3 months of my new flooring being installed, I started noticing buckling at the edges of some planks. I called the company, and was pleased that they sent out their expert installer and replaced the boards that were buckling. They had left the un-used planks with me, in case we ever had an issue like this in the future. That should have been my first clue that they were expecting some problems with this floor.
I was happy with the repairs and felt good about my decision. A few weeks later, however, we had some guests over and were excited to show them our new floors, only to be embarrassed by them pointing out some more buckling that had started to happen in another area of the house we had not noticed until showing them around.
We called the company and asked them about repairing these new areas, and they wanted to know if we had enough planks left over to repair this new area that was buckling. When I told them we did not have enough, they told me they would need to “file a claim” with the manufacturer in order to have the damaged planks replaced at no cost to them. But before they could do that, someone would need to come out to our home and see the problem first hand.
It took about 3 months for them to finally schedule the inspection, they would avoid my calls, tell me someone would get back with me, or any other excuse to avoid responsibility. If I hadn’t kept calling them once a month, I doubt they would have followed up with me.
The inspector tried to make us believe that we were seeing things, or that the things which she could see were normal for this type of flooring. We insisted on having someone from the manufacturer come out and look at it, she reluctantly agreed. It took another month for that inspector to come out to the house and do his evaluation. He was very thorough, and his conclusion was that the product was not the problem, but the product was not installed properly. He could clearly see the problem, but determined the installer failed to level the floor and perform a moisture test prior to installation.
It took about 6 weeks for his report to reach the company, and it took me calling them to find out that their installer was the reason for the buckling. It was then that we discovered that their installer is subcontracted, just like the Big Box stores. He was no more of an expert, than he was an employee of theirs. He was an independent contractor, and this company was passing the buck to him, asking him to come out and fix the problem.
The same installer who didn’t install the planks correctly the first time is expected to come out and re-install them better? If he didn’t do a good job the first time, why would I trust that he would do a good job the second time?
I suggested we go with a different flooring, maybe a less expensive tile that could be glued down and grouted to avoid the planks from moving and buckling. It also seemed like the most logical thing to fix any areas that were not level. This suggestion was met with complete ridicule and not even considered as a possible solution. I only made the suggestion because the salesman I had originally worked with had suggested this as an option if I was not happy with how the floor looked after it was installed. But, I guess the timeframe for this unbelievable satisfaction guarantee had already passed, no thanks to their stalling getting back wtih me and setting up inspections.
Out of frustration in the whole matter, I am becoming more and more irritated with this company and don’t want anyone else to have to go through these same experiences.
It is my hope that people will read this and contact me for any updates on my story and to find out who this company is so they can make an informed decision prior to their carpet or flooring purchase.