Jana H.
Does not know how to communicate - It was a nightmare
No returned calls or emails. Had to struggle to get any communication from company. The vinyl in the bathroom was installed with ripples. The workers came back and told my renter it could not be fixed and left. I finally got someone out there and scheduled for repair AGAIN. Was told again that it couldn't be fixed because the sub-flooring was the problem. Why didn't they tell me that to begin with. Just thought I wouldn't say anything? Finally they agreed to fix the sub-flooring and relay the vinyl down correctly. I had emailed the owner about my problems and didn't get one reply. No phone call or returned email. One month later husband called wondering why he felt no need to respond. Owner then responded that the sub-flooring would fail and would replace the vinyl for free when that happened. What?? I thought they had fixed the sub-flooring.... It took 2 MONTHS to have it installed and have it repaired. This company needs to take a course on communication. It was not a good experience. I am a repeat customer so this is an honest review of my experience this time. The number one issue is that they did not tell me the subflooring was damaged and needed fixing before the install. It wasn't until the SECOND time out to fix the ripples that I was told it was the subflooring. Had they told me at the very beginning, I would have had it fixed properly. At the time of the repair and knowledge of the subfloor issue, my renters were already back in the house and I was in a hard situation. I needed to get it fixed the easiest and fastest way possible for my renters. Richard told us that he would put plywood down in the problem area to make it better and we were satisfied with that solution. Had they told me before the install, there would not have been a problem. We would have fixed the subflooring properly. They can say they told me but that is not the facts.
Response from Aggieland Carpet One Floor & HomeSep 21, 2016
We are so sad to hear when any of our customers are not satisfied. It is our goal that all customers are happy with our work and effort. Since the Henderson’s felt they should write a review like this we would like more details to be known. This was one of those very difficult positions for us because this is a wood frame Pier-And-Beam home with flood damage. We agreed to do the work when we should not have due to the condition of the subfloor plywood. This time the home had experienced WATER DAMAGE DUE TO A FLOODING. We had successfully installed flooring in this home 2 times previously without any problems. This time the plywood was severely delaminating and float could not properly take care of the problem. We explained this and the need for replacing the sub floor. This is the only way the job can be done correctly. In fact we have offered FREE REPLACEMENT when they have the subfloor plywood replaced. Under the circumstances we should not be responsible to the problems since we explained this. The Henderson’s stated we should just float it to fix it. This is not the right way and problems will be experienced. The customer also states poor communication but we believe it is also a case of the customer not taking our professional word. We communicated throughout the job we just were not heard. Here is a time line after the Henderson’s agreed to purchase new flooring. 06.29.2016 – Original install of vinyl and carpet (third time after floods) 07.02.2016 – Customer called about “ripples” in vinyl 07.05.2016 – Set up appointment for installer to go back to inspect job. 07.12.2016 – Our installer inspected job and said subfloor is delaminated more severely. 07.19.2016 – Manager set up appointment with tenant to look at the delamination. 07.22.2016 – Manager inspected vinyl in bathroom and observed subfloor plywood delamination telegraphing through vinyl like ripples. Manager explained to customer the problem and they became very upset saying that the float they think we did not use should have solved any subfloor issues. 08.06.2016 – Installer went out to pull back vinyl to inspect subfloor - photos are available it needed. Explained to customer again that subfloor needed replacement and they said that if we had properly floated the first time there would not have been any problem. He originally agreed to replace damaged subfloor and we would replace the vinyl at no cost but he called back after a few minutes and demanded we install the new vinyl over the floated damaged subfloor. 08.08.2016 – Ordered new vinyl 08.16.2016 – Our installer tried to removed delaminated portions of subfloor then floated with latex additive and installed new vinyl. Photos are available if needed. We firmly believe and stand by our statement this is not the proper way to have a long lasting floor and problems will continue to return. No sheet vinyl manufacturer would recommend installing over plywood in such poor condition.