The service went very well. I found a person that is more particular than I am which was great. He really took his time on both bathrooms and the work was beautiful. He was in good communication as he had other jobs as well. I trusted him enough to leave my home unlocked and he even let my puppy in and out to go to the bathroom. He checked in with me before doing any work at all.
Description of Work: They tore out existing tile in two showers and they put in new faucets, tile, and backerboard. They grouted everything and I had purchased the tile's already so this is for the labor only.
Rating Category
Rating out of 5
quality
5.0
value
5.0
professionalism
5.0
responsiveness
5.0
punctuality
5.0
Yes, I recommend this pro
$2,800
Mike D.
07/2013
1.0
hardwood floor
+ -1 more
Our experience with Aristocrat Flooring was both disappointing and appalling. We had a few bids done to get our floors installed and decided to stay local with Aristocrat. Within six months of installation there were several issues that we brought to Dan Hamilton?s attention. A step was uneven, there was a blemish and peeling in the finish near the step, the entire floor began to cup, and there was a seam that had begun to separate. When reviewing the issues with Mr. Hamilton he became defensive and suggested that we were to blame for all of the issues. We scheduled a time for him to come back and take a moisture reading. When this moisture reading came back within tolerance he continued to insist that it was water damage and declined to accept full responsibility. Feeling that there was not a more economical path to get the issues fixed I agreed to pay labor costs of $875 to have the floor completely refinished via Mr. Hamilton?s associates. Even when the floor was completed for the second time Mr. Hamilton still refused to accept responsibility and maintained his defensive and unprofessional posture. I would not recommend this business.
Description of Work: Hardwood Flooring Installation
Rating Category
Rating out of 5
quality
1.0
value
3.0
professionalism
1.0
responsiveness
2.0
punctuality
4.0
$8,000
Response from Aristocrat Flooring Co, Inc.
The facts of this matter have been misconstrued or simply misunderstood by "Client", hereafter referred to as Client. Aristocrat Flooring Inc. has always placed customer satisfaction and quality at the top of our priorities. Unfortunately this was a case of just not being able to make the customer happy, no matter how hard we tried. We have installed, sanded, stained and finished hardwoods (and tile) in 20 + homes in the Client's subdivision and surrounding area. The floors are beautiful and the other home-owners are still referring new clients to us. Client called back after receiving our bid and two others and asked us to match or beat another bid. Client said nothing about keeping it "local". I reworked my numbers and said ok. Client didn't tell me that one of the other bids he received was a family member in the business, which I found out later from other people. So it surprised us that Client didn't use the family member or an Angie’s List company? Normally we would remove and replace appliances (for a fee), so that the home-owner does not scratch the new floors putting the appliances back (we have an expensive air dolly that floats the fridge, stove etc on air). Client decided he would do it himself to save money. But then Client called the day before we started the job and advised that he had removed all appliances but wanted us to put them back before they got back into town for free. Which we did, to try to please our customer. Their floors were beautiful, absolutely gorgeous, when Client arrived home in January 2012. We received a call a few days after the floor was complete stating that there was a scuff on the top finish coat of the floor. So I went by the home and there was a couch on the floor by the scuff, no other furniture in the room. I explained that they had scuffed the finish and it would need to be re-coated to get it out and since they damaged it, it would be at their cost. Client said that they did not do it, that we (Aristocrat Flooring, Inc) scuffed the floor. Obviously, there is no way we could have done it! When we leave the job, the finish is wet and this was a scuff in dried finish. So it would have been impossible for Aristocrat Flooring to have done the damage. Again, we took care of a client who had been incredibly hard to deal with all along. We buffed and coated the floor to repair the damage, at no charge. Then a couple of months later (approximately March, 2012), we received a call from Client, stating “that there was a spot on the nosing it looked like something was spilled on the finish and was eating at it”. There was no cupping on the floor at this point. We explained, that it was a quick fix and that he had a one year warranty on the floor and we would take care of that along with any other warranty issues, at the one year time frame. Approximately December 2012, we received a call from Client that the one year was almost up and he had additional issues. So I went over to take a look at them. Issue 1- A spot that had raised a little bit on the other side of the nosing, which was no problem we were glad to fix that, we were going to be working on the spot on the nosing anyway. Issue 2- Was that the floor had opened up at the mud hallway doorway. I explained that could happen because there was a I-beam under the area that didn’t move and the rest of the house/floor did at this time of the year (this was in January, a year later from the original install date) in the dry season and hardwood flooring expands and contracts, so at this point it was in the “contracted” phase). I requested that they wait on that part until summer to see that it was natural and the wood would expand back out as the weather warmed up. Client refused to wait. They wanted it fixed now. So I agreed that I would fix this area also. At this time when I came to the house I noticed water damage (large cupping) in front of the dishwasher. After looking at the damage it flowed under the kitchen cabinets into the breakfast area. The rest of the floor was flat except for a spot in the dining room of about 2-3 foot wide by 10 foot long. They agreed that the dishwasher had leaked from an install issue (we did not handle the install), but they had gotten it fixed. (This was not mentioned in Client's complaint about our work or issue of moisture in the floor-which according to Client's complaint was our "wood") We looked at the damage in the dining room, (there were no water supplies around) so I asked if Client or the kids could have spilled something in the area? Which upset Client, with me. I explained that the only thing that can cause cupping is moisture or water. Then Client proceeds to tell me that it’s my wood that I installed that was causing the moisture/water damage. I tried to explain to him that if it had been my wood the entire floor that we installed would have cupped within a few months of the install (and it wasn’t). Client never complained to me about water damage/cupping until almost exactly a year after the original install. By this point in the conversation Client was very upset. He did not want to hear that it could not be our wood that was the issue. I’ve been in the hardwood flooring business for over 25 years and I was only stating the facts and trying to help him understand. Again, I offered to help out the Client and explained that since we had the other repairs that we agreed to (nosing repair & the one gap in the doorway-that was normal expanding and contracting-not a problem) and they had water damage that I would discount the sand and finish (due to the water damage) at my cost, as a company (no profit). Again trying to help out Client with issues that we had nothing to do with! Client did not like my price. I said the only other option is for you to have someone else fix it. I can not continue to pay for items that are not in any way my issues or something that I have caused. I offered to let Client hire my employees and just pay them their wages directly. I would have nothing to do with it, it would not be thru Aristocrat Flooring (so he could get a much cheaper price). It would strictly be between the Client and the two professional flooring guys. Client chose to go that route instead of hiring someone else. The two flooring professionals finished the last coat on the Clients floor on Friday and on Friday before Client could even get in to see the floor I started getting multiple calls from the Client. I was out of town, with very few service areas and would not be back until Tuesday. I received a call from Client's Wife wanting me there Monday morning to do the walk thru. I said ok let me call the guys and I’ll have them there to meet you. Clients Wife said “No, you!” I explained to Client's Wife that I was out of town until Tues, if she wanted me there also. I reminded her that Client didn’t hire me, Client hired my employees on their time, not thru Aristocrat Flooring. Client's Wife didn’t seem to understand that Client didn’t hire Aristocrat Flooring for the sand & finish, he hired our employees on their own time. Client's Wife was not happy and hung up. Then Client calls back, screaming and yelling about me not showing up for the walk thru. I told Client that I had just told Client's Wife that I was willing to be there for the walk thru but I was out of town until Tuesday. Client just continued yelling at me and considering that Client hadn’t even seen the floor yet (which meant he didn’t even know if there was anything to fuss about) I said “Client, I will not be treated like this, its obvious to me that no one is ever going to make you happy. I’m sorry, I’ve tried and tried to resolve issues that you’ve created and blamed on us. I can not continue to fix your issues that are not our fault, for free. We are just going to have to part ways. We have done more than 20 homes in their subdivision and surrounding area and all except Client, give us wonderful references. Along with receiving additional work from the same home-owners/clients in their area. We’re extremely sorry that it turned out this way with this Client, but we simply can not continue to fix his issues for free. We have gone out of our way to try to make the Client happy by doing free or extremely discounted work for Client regarding issues that we were NOT and could NOT have been responsible for.
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Service Categories
Finished Carpentry and Woodworking,
Plumbing,
Hardwood Flooring Sales and Installation,
Ceramic Tile,
Decks and Porches
FAQ
Aristocrat Flooring Co, Inc. is currently rated 3 overall out of 5.
Sunday: Closed
Monday: 8:00 AM - 5:30 PM
Tuesday: 8:00 AM - 5:30 PM
Wednesday: 8:00 AM - 5:30 PM
Thursday: 8:00 AM - 5:30 PM
Friday: 8:00 AM - 5:30 PM
Saturday: Closed
Aristocrat Flooring Co, Inc. accepts the following forms of payment: Check,Discover,MasterCard,Visa
Yes, Aristocrat Flooring Co, Inc. offers free project estimates.
Yes, Aristocrat Flooring Co, Inc. offers eco-friendly accreditations.
No, Aristocrat Flooring Co, Inc. does not offer a senior discount.
No, Aristocrat Flooring Co, Inc. does not offer emergency services.
No, Aristocrat Flooring Co, Inc. does not offer warranties.
Aristocrat Flooring Co, Inc. offers the following services: Flooring.
