US Installation Group

It was a nightmare. The installers that tried to install the floor were incompetent. they damaged our furniture and had to send out another installer and the problem still didn't get fixed. We had to hire a new contractor to correct the work they did wrong.

The USIG manager called on installation day to cancel and reschedule for the following week. The manager's call was received after we had spent the whole prior day preparing the house for the work and after receiving a call on that prior day from USIG confirming the next-day appointment. Eventually, the manager did send one technician to install the carpet on the scheduled day. This was inadequate because we had contracted for USIG to move the heavy furniture, a task requiring at least two people. We ended up helping move the furniture ourselves. The USIG manager's attitude can be characterized as "blame the customer" and he did little to resolve the situation he created.

Work was not good. 1. Installed tile at 45 degree angle from walls. Every room had uneven tile. Never used straight edge to insure even flooring installation. 40% of the installation of uneven set tile, and installer blamed this on irregular tile thicknesses on the tile (go figure) 2. Grout lines were uneven and varied between 1/8" to 3/8". He tried to use group to smooth out the uneven set tile edges which caused grout to bleed over to low tile. 3. All cut pieces along the wall edge were not set with thinset evenly. You could tap the tile along the perimeter of the room and hear a hollow sound. 4. Project manager came out to inspect after we complained to Home Depot how poorly the work was done. The project manager immediately saw the uneven tile work, and said they would send someone out the next week to repair it. a. A week went by and we sent letter to project manager and Home Depot documenting the poor installation. Project manager never called back, and Home Depot finally setup call to force US Installation to address the problem. b. Project manager wanted us to pay for the material (thinset and tile) c. He wanted to send the same crew out who did the nasty work again d. Second crew came out and told Home Depot and the project manager that you can't randomly remove 40% of the tile and expect everything to be level. It required a new start 5. Second crew was great and very methodical. Only problem was this crew was the A-team and was being called off the project to fix the bad installs at other sites. We had to call Home Depot to force contractor to allow this team to stay on site to finish the work. 6. I hope this good crew gets hired away from this company. They deserve better management. Headquarters for this company is located in Florida. 7. Project finally finished 2 months after start, and living in the bedroom while work was being performed. Never again. Stay away from this company. Ask Home Depot before the work start who is going to do the install and ask for contractors license to do the proper background check.

Terrible experience. Would not recommend either US Installation Group or West Hills Home Depot