Whole house flooring solution. Carpet, hard wood floor removal and new flooring replacement. Carpet upstairs. Hardwood’s throughout the downstairs and refinishing stairs.
I am writing this review because of the disappointing customer service we received for our inquiry with this company. Granted this was a while ago, but I figured I am probably not the only one. Upon first contact we were told that before they could meet me in my home to measure, I needed to come to their “showroom”. I did so very quickly, driving 45 minutes to get there after confirming I was coming with the owner. When I arrived, the “team” / staff was actually too busy getting ready for trip to consult or spend any meaningful time with me or to inquire about my project needs. They pointed me to their “office size showroom” and had me browse mostly on my own. They did have someone come and pull samples but he was clear that he was “not a sales person and couldn’t really answer my questions”. THAT was supposed to occur with the in-home consult. After picking out a few samples, I made the appointment for measuring in my home with the promise that they would bring the samples I selected when they came to measure. On the appointment day, not only did the person not show on time, I was told that they “scrambled and were then sending someone else”. The person who came eventually at the end of the day - although he was very well meaning - “was just learning” and actually hadn’t done measuring on his own before. He even had to call the office and ask questions about how to do it properly (good thing he was willing to ask but still...). All of that was perhaps tolerable except he did not have the samples I had driven almost two hours there and back to select at THEIR request. So he made another appointment to drop off the samples. (#moretimewasted). Not only did he not show up at that appointment - I never got the samples or a quote or any actual service. When I was at the showroom they were very “proud” to talk about all of the celebrity homes they have done. If you are a celebrity or have a huge high end custom home, then perhaps they give more care to how they treat customers and respect their time. All I can say is that we were ready to buy, ready to hire and the treatment from this company was incredibly disappointing. And not even a quote for my time. To be completely fair they did call and ask if “there was anything they could do”. My answer by that time was simple: if they were that discourteous and disrespectful of my time as a potential customer - I simply couldn’t even imagine working with them on a job. It’s a shame. I really liked the energy of the owner when I first spoke with him and was hoping for actual help and a real flooring solution (whole house by the way - not a small job by any means).
Service Provider Response
Mr and Mrs [Member Name Removed], good morning. Corey Ford here, the owner. I am so sorry about your experience with my company. My staff and I do take this job and opportunity to serve very serious. I will definitely do research on this as soon as I get to the office to find out what had exactly happened that day when y’all drove to come visit us and which one of my specialist came to your home unprepared. I promise you that we are are truly grateful for anyone that walks thru our doors and or calls on my company for a consultation. Regardless of the size of the project or status, they are all important to us and needed to support our families. I will certainly take this negative review I earned with you as an opportunity to become better and stronger. Customer service is #1 on my list, even above craftsmanship. I will do everything I can to help make this right with you. Please accept my sincerest apologies. I will be in touch today when I get into the office. Thankyou for taking the time to leave a review, my wonderful team, staff and I strive to learn and become better everyday and in every way. I’ll be in touch. Corey Ford Mr Hardwood 770-318-8880 678-9FLOORS
