BRYAN'S FLOOR STORE LLC

I visited Bryan's Floor Store the middle of December 2011 to pick out bamboo flooring for my soon-to-be-born daughter's nursery. They were helpful in selecting the flooring. The first couple of interactions, which involved them coming and measuring the room and giving the official quote, went as well as possible. When I visited their store, I told them that I had the week after Christmas off and asked if it would be possible to have the installation done sometime during that week. After a representative from Bryan's measured the room the flooring was to be installed in, they told me that it wouldn't be a problem to complete the installation the week I requested. After setting an initial date (I can't remember if it was Tuesday or Wednesday the week after Christmas), my appointment was rescheduled at least once, if not twice, during that week. The installation crew finally made it out that week only to botch the installation. The crew was at least an hour late, began laying the floor upside down (I had to point that out to them), and finished by nailing the floor down and were unable to remove the gaps between the boards. The lead installer pointed this out and did say he would take care of it. The crew returned within a couple of days, late again, this time by a couple of hours, to rip up the floor they had installed earlier and start over. This time, the flooring had what looked like boot prints on it that would not come up and the crew cut a board short, leaving about a 1" hole in the floor. I contacted the Bryan's representative that I had been dealing with and he gave me some suggestions to clean the boot prints off the floor. After I was unable to remove them, he eventually came out and tried without success. At this same time, he also brought a guy who patched the floor. Although not completely satisfied that they were going to patch the hole instead of replacing the entire board, the guy who patched the hole was very professional and did an outstanding job. Finally, after several calls to Bryan's, the rep I was dealing with said he would come out with a rep from the company that manufactured the flooring and take a look at the marks on the floor. The manufacturer's rep agreed that the floor needed to be replaced and Bryan's should file a claim to get the replacement flooring. At this time, possibly a little before, Bryan's did give me a significant discount on the work to make up for the inconvenience. By the time Bryan's told me they would go ahead and get new flooring on order, It was sometime around the end of February/beginning of March and about a month and a half until the birth of my daughter. I asked if it would be possible to have the floor installed before she was born and was told that they would get it done. I also requested a different crew to do the installation since the previous crew had already messed up twice. From the beginning of March until the middle of April, when my daughter was born, I received excuse after excuse from Bryan's about why the installation hadn't been completed. After my daughter was born in mid April, I had more important matters to deal with, so I didn't even attempt to contact Bryan's for about a month. When I did get back in contact with the rep from Bryan's, we finally settled on a date in the middle of June. A different crew did the installation this time and they did an excellent job, not to mention they actually arrived when they were supposed to. While the end result is a floor that looks great at a fantastic price, thanks to the discount I received, my overall experience was unsatisfactory. I was given one excuse after another and told several times that this is not how they normally did business, by the guy I was dealing with and other employees of Bryan?s, but they did little to show me the better side of their business practices. Most of my calls were not returned within a 24 hour period, causing me to leave several messages before receiving a call from Bryan?s. When Bryan?s measured the room and gave me the official quote, I was told that the installation should take 3 hours. This entire process took 6 months. Granted, there was a period when my daughter was born where I didn?t want any work done, but, even taking that time out, this job stretched to 4.5 to 5 months. The only people who provided quality service during the installation are the guy who patched the hole in the floor and the second crew that finally installed the floor properly. Needless to say, any future flooring that I need installed at my house will be done by a different company.