ICC FLOORS

The installers were prompt, friendly and did a great job.

Deceitful company! My mother had hardwood floors installed last week. When our builder arrived that morning, there were five full sealed boxes of hardwood left and only one closet left to be completed. When I came by later that afternoon to check on the floors, there was only one box of hardwood left. I asked the installer where the rest of the wood was at. He said that they used it all and only had scraps left. When I walked out to my car, their van was running (even though they were inside working) and one of the back windows was busted out (which I noticed when I first pulled up). I didn't believe the installer that so much wood had been used on one small closet, so I looked inside of the van through the window area that was busted out. Sure enough there were two more additional full sealed boxes of hardwood in the van, two opened boxes with full pieces inside, and scraps. I went back inside and told the installers that I saw the wood in their van and that they needed to bring it back in. I also called the builder who came over and confirmed this and made sure that the installers brought back in our unused wood (which we had paid for). When my mom called the company, it took the manager 5 days to call her back and then had he audacity to accuse me of breaking the window. Luckily, I took photos of the wood in the van so that I could show the company photo proof that their installers were trying to steal from us. In the photos you can also see the glass everywhere and under their boxes and equipment, so while it wasn't my intention in taking the photos, I also have proof that I didn't bust the window as their equipment was on top of the glass. Regardless, who in the world would even accuse a customer of such! Their installers stole from us and instead of addressing that, they want to accuse a customer of such a thing? Absolutely disgusted with this "company" and their disgraceful way of treating their customers!

Employee showed up at my friends how to install / repair and smelled like marijuana.... was caught on his phone discussing buying Vicodin.... said he cant do this kind of work all day without some pain meds.... His name was Ryan..... Id never use this company and i dont believe my friend will ever use them again either. Very dangerous having employees high driving on out city streets reckless. Companies who supply vehicles for employees should drug test much more often.

It went so well!! We were so impressed with our salesman at ICC Floors. He helped us every step of the way, and kept us informed about when our materials would be in and setting up the installation. He was so responsive, even emailing/calling in the evenings and on weekends! Since our renovation of our house has gone in stages, we have needed ICC service techs to come back out and "tuck" carpet in transition areas once we have finished that part. Again, they have responded immediately. They set up the time to come back out and their service techs were professional and even went above and beyond what was asked (hanging a door that our painters had taken down). I have been so impressed with every aspect of working with ICC Floors and will most certainly use them in the future!!! I highly recommend them!!!!

Mark Thomas, the sales person, was quite helpful with the sales and purchase (selling and money collection) but dropped dead after that. Notice carpet purchase was March 23rd and installation was a full month after. Mark never called me when the carpet arrived at their warehouse to schedule the install. He cursory apologized but only after called out when I phoned him to inquire. No service recovery offered. Carpet was scheduled for install on April 10th. The installers arrived only to find that Mark Thomas, who measured and ordered the carpet didn't order enough. No service recovery call from Mark. I finally called Mark Thomas on April 14th to get an update and to see if he shared any concerns about the job and service. This time I requested specifically that he call me when the carpet comes in and schedule the install. He stated that the installers were to communicate with me. I stated that as a sales rep, it was his responsibility to provide customer service. Mark once again delivered a mechanical and curt apology and no service recovery was offered. Mark called me last Friday and again, curtly went through the logistics of the installation. He offered no apology or service recovery. The carpet has been well installed and will be enjoyed in that bedroom. Unfortunately, we have over ~1500 square feet of carpet to replace and we will not be using ICC. I will post an amendment to this if Mark does make follow up customer service call to ask about the installation or provide any service recovery. As this point, I think I'd rather hear from a manager because anything from Mark would potentially be forced.

The quality of the flooring and the installation was excellent. I give the communication a B. Definite room for improvement. I will, however, use them again.

Today I am going to list my house for sale. I came home and my dog chewed the carpet through the pad. I called ICC Floors. They came out and replaced the carpet within one hour. It is beautiful. I have used them many times in the past. The quality of work is excellent. The sales people are incredible, fair. Price is right. LOVE THEM. LOVE THEM!!!

He is a real nice independent worker, just a great guy. He came out and I just needed a little tiny piece of carpet re-stretched and he quoted me 75$ and when he got here he only charged 50$ and I gave him 60$. He was here five minutes and he did the job. He is just a good person.

Everything except the hardwood floors was okay. The hardwood floors were finished in place. The hardwood did not meet our expectations. It had numerous holes and knots. The prefinished sample they showed us was clear with no imperfections. The finished floor had numerous holes that were filled with filler that did not match. In some of the filled places the filler shrunk. The manager came out after we complained and said he thought the floor was beautiful.

The floors are beautiful. I absolutely love them. The experience was pretty awful. I expected it to be dusty and messy. What I didn't expect was my home to be treated like a construction site. I expected customer service and common courtesy. Here is a summary: 1. Very little communication: I paid a deposit of $10,000 and was told that I needed to paint the quarter round and someone would call me to schedule delivery. I was also told someone would call me to schedule delivery of the wood. The delivery of the quarter round was scheduled. I was sound asleep one morning when the wood arrived. No call. To add to the fun while the crew unloaded another individual walked me around my home and pointed out things I needed to do. "Here you come look at this, you need to unpack this and put it all away before Monday." My sales person told me they would arrive on day 1 around 9 am to get started. They arrived about 8:15 am. 2. Oops we forgot to protect your stuff. On day 1 they used plastic and tape to cover my kitchen appliances and cabinets. Then they began moving furniture and carrying stuff out. I left briefly to avoid the dust and pounding. When I returned they had begun tearing out ceramic tile and hadn't covered ANY of the furniture. Every stick of furniture was covered in layers of dust and dirt. My flat panel tv WAS covered. The bookshelves were not covered and were full of books and pictures, etc. I was told earlier that they would be covered and I wouldn't need to empty them because they were built ins. 3. Communication again: I was home for most of the installation, I worked in the master bedroom upstairs and left for short periods of time. The only interaction I had the entire time of the installation with ICC Floors was with the main installer who didn't speak a tremendous amount of english. Communication was very challenging. I was told my sales person stopped by a number of times but I never saw him and I was there. He also made NO effort to communicate with me during the install either. He later told me he was aware that they failed to cover my furniture but to do anything at the time would have just looked like he was trying to cover it up so he left it alone and decided to not contact me. 4. Oops we didn't follow instructions: The installation wasn't finished to the specification around the fireplace so the crew had to come back. Again, they just showed up. No call, just walked right in. I work at home I guess that means my time has no value since I was here. 5. The mess: It took 2 cleaning people 2, 8 hour days to wipe down all the furniture, bookshelves, picture frames, etc. ICC did reimburse me the cost of the cleaning people but I had to hire them. The best they would have been able to do was 5 days after the installation. I have a slip covered sofa in one room and upholstered furniture in another. I also have leather chairs that were blanketed in dirt. The dark brown leather club chair looked grey. The slipcovers were easily washed and the upholstered furniture had to be vacuumed extensively. I expected to clean the walls and the stair railings, etc. but plastic tarps go a long way when used correctly (or at all). 6. Careless damage: During the installation wires to my alarm system were cut. ADT had to install a new wireless system for the areas they damaged. It took them awhile to figure out what the installers had done and what they needed to do to correct it. Their appointments were delayed a week to 10 days and it took 3 different appointments to get the system finally repaired and working. 7. Free drinks: I had a case of water bottles sitting on a shelf in my garage. Each day at the end of the day I walked around and picked up all the half empty water bottles from my house. They drank the entire case. A case is only $5 at Sam's club but it makes me wonder if they ate the crackers from the pantry too. 8. Pay up: It took WEEKS for ADT to figure out what they did to my alarm system. Probably more of an ADT problem than an ICC one but I had to pay for the repairs and with held the final payment until it was finished. This is where their communication became stellar! I received letters, emails and phone calls (10 times more communication when it came time to collect than when they installed) asking for the balance due. They knew I was holding the payment to deduct the final bill from ADT. I finally just paid them to stop the calls. They didn't care one bit about anything more than cashing that check. My home to them was just another job which is why when I do installation of the tile in the master bath and new hardwoods at the top of the stairs I will use just another installer. So sad too because the floors are simply beautiful.

From start to finish the process was smooth and uncomplicated. We loved working with them. We had worked with a different flooring company prior to coming to ICC and it was a disaster. Selection was fantastic, service was great, workmanship was excellent. They even came out Christmas Eve to finish up the last details so that our floors would be complete for Christmas. Great, great people to work with. We are working with them again to remodel a bathroom.

It was a very difficult process, hard to get help, when I was helped, it seemed the person was very unorganized and things were missed.

Overall it went very well. The crew who did the work did an excellent job of getting everything done. They pulled the carpet and installed the flooring without any major issues. They cleaned and swept up after they were done. We moved the smaller items and the breakables before they came. They moved the furniture as needed and placed it back in place as they were done. Another individual was responsible for installing the wooden stairs as well as the molding. He did a very nice job. The price was excellent and much better than expected. The only issue and it was pretty minor were a couple of communication issues related to finishing up the job. The flooring crew needed to come back to remove the tape they put on the floor to keep the flooring from warping or coming up with the adhesive dried. There was some miscommunication on when they would return. We had a similar miscommunication related to installing the molding. Neither of these issues were major and overall we are very happy with both the work and the price for the flooring. We would definitely recommend them.

Our experience with them has been great.

The team did a good job. They arrived mid morning each day and stayed until late evening. It took two and a half days for about 1300 square foot. Excellent job. The floor looks great. They are very skilled and good at installing the flooring. They installed the flooring from the back of the house to the front including going around both sides of the kitchen. The flooring matched perfectly when the two sides came back together about 12 foot later on the other side of the kitchen. This takes skill!

carpet installation and quality very good to fine; hardwood floors took 45 days longer than promised because mismeasured the amount of baseboard needed and the subcontracted granite fireplace was too slow; no accommodation offered for the lenghty delay in finishing the job

We chose to purchase our tile at ICC Floors because we wanted help designing the tile layout for our master shower. Dave Little created the perfect design, and actually matched the price of another vendor that had cheaper prices! I highly recommend working with Dave. I'm an extremely detail-oriented person, which I know can be trying in these sorts of situations, but Dave was always patient and professional. He has a great eye for the big picture, and the shower turned out way prettier than I'd ever imagined. There's no way we would have come up with this layout without him. It would not have occurred to me to use such huge 20"x20" tiles, and it turns out they were just the thing. Also, I probably would have overdone the accent strip if Dave hadn't pointed out that we'd have plenty of color variation already in the tiles we chose -- keeping the accent simple was definitely the right choice. Check out the picture!

They were very nice; I spoke to Mark Thomas in the Sales Department there. Everybody there is very nice. They are very good people to work with.

We worked with Dave, the salesman, and he was very good. It went well! We checked 4 companies and this one was the least expensive. Their prices were surprising and they offered a discount for cash. The main thing was that they had the wood we wanted. The other companies did not have the wood we were looking for. It only took two days for them to complete the work. They installed about 800-900 square feet of floor. They were very good after they were finished, as we found a mark on the wood and pointed it out to them and they replaced it for us.

The laminate flooring furnished by ICC proved to be defective. Despite assurances from Mike Dugan and Steve Clark that the problem would be resolved it has not been resolved. ICC has sent out people to evaluate the problem and assured us that it is an issue that the manufacturer has acknowledged. They have also sent out at people to measure the floors in order to order replacement materials a number of times. We were assured that the work will be done "soon" and when that didn't happen we were assured that someone will call us. There have been no such calls. Based on our most recent conversation with Mike Dugan (4/17/2014) it appears that a Nate Robert is now responsible for resolving our issue. We have yet to hear from Mr. Roberts. This problem has now dragged on for months. I would characterize ICC floors as an organization that is unable to resolve problems and doesn't keep its promises.

I went to ICC and was quickly approached by Dan. After speaking to him about our needs and budget he directed me to some floor samples. I quickly found a flooring choice I loved and set up an appointment to measure our first floor for the next day. Once measured, he called me that day with the cost plus installation. I took my husband in to view the flooring choice over the weekend and set everything up for installation. Installation was set up quickly. The demo is a loud and dirty job (as expected) but they were very quick and most of the installation was completed day 1. The second day involved a small amount of flooring to finish and all the molding. We love the final product and will use them again when it is time to finish the second floor!

They did an excellent job relaying carpet after a poor installation

It was awesome. They were very quick and professional. I decided to go with them because they had a floor that worked for me and their price was average with another company. The distance was not a good thing because they were on the far side of town so that was a pain but I had already committed to them. I would definitely use them again in the future if I need to.

I would look else ware or have flooring done.

It went excellent. The installers were on time, did excellent work, and cleaned up afterwards. The salesperson also did an excellent job.