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Flooring reviews in Lookout Mountain

  • C
    Complete Flooring Service
    Let me start by saying I have never written a negative review on Angie's List.  Generally if I'm not happy with someone's service, I just don't review them. I will do my best to make this as objective as possible.  Services were not performed by Jon/Complete Flooring Services because he fired me.  I have never in my life been fired by anyone, let alone a service provider.  Frankly, I was in shock and truly believe we were just unable to communicate well with each other.  My situation may have been unusually complicated by the fact that I was trying to arrange the work while I lived in another state.  Here's the story as I recall it:
    I called Complete Flooring Services the end of March based on their excellent Angie's reviews.  My husband and I were purchasing a home in the area and would be moving from out of state.  We planned to be in the area the first full week of April, so I was lining up service providers for quotes during our visit.  When I called the CFS number, I got a man (also John, maybe, but not the owner) who asked me to call back the next week.  Jon Whitlock was on vacation and he was overwhelmed trying to handle everything.  I thought this weird and wasn't sure why he couldn't give Jon the message to call me when he got back, but did it anyway.  It wasn't a big deal.  I called and got Jon the following week.  I explained that we would be in the house for the inspection from 9-12 on a Tuesday.  We agreed that one of his guys (Damen) would call me to set up a time to come out. (Jon lets his installers schedule their own appointments, so he didn't do it directly) Damen agreed to come give us a quote at 10:30 am. At 11:30 am he had not shown.  We called Jon who called Damen, who had forgotten about us.  He was 30 minutes away on another job and didn't have samples with him of the type of carpet we wanted.  They don't have a showroom/storefront, so there was no way to meet him there.  We agreed to have him come straight away and show us the samples he did have.  He arrived 45 minutes later with two boards of samples.  We showed him the tile, he measured the room, and talked about the carpets a little.  He said he didn't know why Jon had sent him out to give an estimate, he normally doesn't do those (I don't recall whether it was tile removal or the whole job that he didn't usually quote). We weren't sure which type of carpet we wanted of the three he brought, so we took pictures of the color options and asked Damen to send us an estimate for two lines we were considering.  We joked about the timing of his estimate being dependent on whether his wife let him have the computer that night.  
     Two weeks passed and I had no word from Damen, Jon, or CFS.  i started to call other carpet suppliers to get quotes.  A handyman my family uses gave my dad the name and number of a flooring guy and I decided to call him.  In the meantime I had spoked to 2 contractors, HVAC, electrical, a home inspector, an called numerous carpet places for our new house in addition to handling our regular home life for our old place.  When the name I was given was Jon Whitlock, it sounded familiar, but I didn't place it.  I called him and started explaining our needs.  He interrupted me politely and refreshed my memory.  He said he had wondered why he hand't heard back from me and said he'd just asked Damen if he'd heard from us.  He said Damen had told him we were supposed to decide on a carpet and then he'd give us a quote. I chalked this up to a misunderstanding and we decided to move forward.  I felt like all roads were leading to us using CFS for our job and so I was willing to ignore some weird things or misunderstandings.  My husband and I were not familiar with the lines of carpet they had shown us during our April (and only live) meeting, so we asked some questions about the lines Jon offered and how they compared to what we were familiar with.  He answered them competently as far as I could tell.  
    Our big challenge was choosing a carpet and color from our area and Jon finding something equivalent to give us a quote.  (By the way, we never did have a quote for the first carpets Damen showed us).  Time was of the essence at this point.  We needed the work down before we moved in so our son could use the room as a bedroom.  Jon said if I found something I liked locally, he could match it and go from there.  I went to a local carpet place, chose a Shaw carpet (because Jon carried that line line) and e-mailed him with the name and color.  I know the same carpets get different names or certain lines are only sold certain places, but I chose a line and color that was on the Shaw website, then verified that I liked it in person. A day or two later Jon said he couldn't find that line or color anywhere and he thought the store had made it up.  I let him know I had found it on the Shaw website and sent him the link.  I guess that wasn't a place he'd thought to look for it? Two days later I wrote Jon asking him to please acknowledge my e-mail so I knew he had gotten it.  He responded to say he had gotten the info but hadn't seen the samples yet.  A week passed and no word from Jon.  I called him to see what the status was and he told me he'd had to order the samples from California.  I explained (as I had before) that we didn't care about that particular carpet, just that we were trying to show him a color that we new we liked.  He had offered a 55 oz Shaw Nylon "special", so we were really just talking about color here, not specific carpet.  All I really needed was a light to medium tan carpet with excellent wear and stain resistance, and I needed a quote for it.  If he had told me he was ordering the samples from California, I would have told him not to bother.  When he did get the samples, he saw that they were two-toned (which I could tell from the website), and he didn't have that option in the "special."  I told him again that we just wanted something close to that, and asked again for an estimate.  I had also asked him several times over the month I had talked with him if he could tell me a carpet and color that he had that I might could find locally thinking that might help the process along. Finally on May 9th (about a month after we first met Damen), Jon sent pictures of a few samples beside the sample he had ordered from California.  These were in three pictures.  One picture was a single carpet sample that said he thought it was the best bet.  It looked darker than the other samples, but it was hard for me to tell for sure because it was a cell phone photo.  On May 9th, he also finally sent us an estimate.  The estimate had some terminology about which I was unsure.
    I will pause here to point out the obvious.  I am a woman of details.  I use a lot of words to relay those.  Men, in my experience, often prefer fewer details.  I had been frustrated in trying to get an estimate from Jon.  I thought perhaps my wordy e-mails had provided too many details and that I might not have been clear enough about my needs/expectations.  On May 10th, I thought I would try to be more succinct. I thought Jon would appreciate that.  I sent a concise e-mail with three direct points: 1)Thanks for the quote, it was a little more than we were expecting 2)the swatch you said is the best match looks darker to me, maybe it's the lighting? 3) I feel like I keep asking for this, but can you please send me the name and color of a carpet you have so I can see it locally? We are running out of time and have limited chances to look at carpet as we prepare for our move.  Four hours later I got this response: "I apologize that our company is unable to meet your expectations.   I feel strongly at this point, it would be better for both parties, if you obtained a different flooring contractor who would better meet your needs.  We are officially dismissing you as a client and wish you best of luck.Thank-you,Complete Flooring Service" (pasted directly from the e-mail).  
    So that was that.  Actually, I wrote Jon back and told him he had obviously been offended or felt disrespected by me somehow.  I apologized and told him that would never have been my intention.  My husband had been advocating that we find another carpet person the night before and I had defended Jon to him.  I told him we would find another provider and that he could look forward to an honest review from me here on Angie's. He didn't respond. 
    In the end we went with Hank's carpet. We had a quote, carpet samples from them and had the job arranged in about 3 phone calls over the course of a week.  The install went smoothly.  In retrospect it was a much better experience than we were having with Jon and Complete Flooring Services.  I'm glad we switched even if I had to be fired to get to that point.  
    If you are local and don't mind the way they work, then CFS might be for you. Certainly they've made other Angie's people happy.
    - Hany N.
  • A
    Rocky Sanders Hardwood Floors
    He made his quote the day I called and his actual charge was exactly what he had quoted. The floor looks terrific!
    - Doug S.
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Flooring Installers in Lookout Mountain

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