STROUP FLOORING AMERICA

This review is based on my experience with 1 of their sales representatives, not the overall business. The quality of their floor covering selection is exceptional and their pricing is very good for the quality of their product. They have done work for me before so I can say the workmanship is also excellent. However, the sales representative I encountered and worked with provided me with nothing short of a very bad experience. When I first visited the store and he approached me, he wasn't very congenial. My thought, "ok he's having a bad day". We all have them right. I was honest with him from the beginning. I advised that this would not be a big job, thus not a big sale. He assured me no matter, big or little all customers mattered. I was happy to hear that as I was worried a small job would get pushed to the bottom of the to-do list. I picked out several options, set up an appointment for him to come measure and took the samples home. He showed up promptly for the appointment, measured and advised that he would send me two estimates, one for vinyl and 1 for tile. I waited 2 weeks for the estimate and finally called to inquire about the status. I did not speak with him directly but with a co-worker. I received the estimate a couple of days later. I thought the estimate reasonable, decided on the tile and went to the store to make my final selection. Once again upon being greeted by him, I felt like I was a burden, not a valued customer. He did help me with some selection ideas, but I could feel his heart wasn't in it. I made my final selection and he said he would get me the final estimate out in a few days. That was almost 3 months ago and I haven't heard from him since. I have chosen a new business to work with and the experience there couldn't have been better.

Highlights: In November 2010, we selected vinyl, carpet and tile and provided down payments to provide vinyl for my kitchen, tile in front of two fireplaces, and carpet in most of the remaining floors of the house (everything except the bathrooms). Our sales representative assured us that knowledgeable and experienced people work at Stroup flooring and that our choices of carpet and vinyl were not out of their work experience. Stroup sent and left unsupervised, a problem employee to install the vinyl. Three months later Stroup had yet to finish my floor after being allowed so much access to my home. I no longer trust that Stroup has knowledgeable and experienced people at their store for vinyl related work. There were three opportunities for Stroup to identify the carpet that was installed as defective from the manufacturer: when the store accepted delivery from the manufacturer; when it was measured, cut, re-rolled, and labeled at their store for installation; and finally when it was installed. I no longer trust that Stroup has knowledgeable and experienced people at their store for carpet related work. This being the case, I asked for much of my money to be returned to me. The money was paid to Stroup in good faith for their knowledgeable and experienced people. This service was not provided. Bottom Line: I want my money back and they can have the products back. My credit card company helped me resolve the dispute, which resulted in the return of 47% of our money six months after the ordeal and we got to keep the faulty products. Now in 2013, we are ready to start replacing everything by the tile. Tile Installation Although the tile installation took significantly longer (three months from contract signing) than the vendor indicated during the sale, I am not disputing the final product. They installed the tile on 12/20/2010 and were two tiles (18? by 18?) short because of two broken tiles and no spares. They did not re-order more tiles because of their corporate policy on shipping charges, so the final installation did not take place until 2/5/2011. Vinyl Floor Installation The vinyl floor was installed on 12/16/2010 and I immediately noticed a bubble in the floor near the major seam. I also noted that the seam running the entire width of the kitchen had a glue trail smeared over the finish with some particulate matter. I told the salesman about this on 12/20/2010, when he and his floor/tile crew were physically here installing the tile and they verified the problem. Stroup made five attempts to repair the fault installation on 1/5/2011, 1/11/2011, and 1/19/2011, when the General Manager came out to see the problems with the vinyl floor and the carpet. The fourth attempt to fix the vinyl floor was on 2/10/2011. The general manager stated that if he could not clean the particulate matter out of the finish, then he would need to replace the entire floor as it was on both sides of the seam. The fifth attempt to fix the vinyl floor was on 2/21/2011, the general manager, attempted to clean the seams using three or four different cleaners/ formulas. When he was finished, he applied a seam sealer. He told us to evaluate the repairs when the lighting is better in the kitchen. On 2/22/2011, I noticed that the white particulate matter has reappeared and also that he made three long cuts at the seam that now show the middle white part of the vinyl (i.e., he cut the top colored portion off). The seam is now more noticeable than before. At this point, I am decided to ask for my money back. I do not have confidence in the installer or the store to re-install all this vinyl. Further, I do not have another day or two of time to take off so they can perform this service. I am a consultant, so I do not get paid when I do not work. Carpet Installation The salesman stated it would take two days to install the carpet. The actual installation started on 12/22/2010 (9am to 10pm), continued on 12/23/2010 (9am to 10pm), and completed in a hurry on 12/24/2010 (9am to 4pm). They had to return on 12/27/2010 to remove excess glue on the wood used between the carpet and vinyl and carpet and existing stone flooring in the foyer. They also attempted to repair a seam in the master bedroom, which was not lying correctly. The installer stated that the carpet was cut a 1/2 inch too small in that room and they had to stretch it to make it fit. On 12/27/2010, I noted several pulls in the carpet pile and reported it to Stroup. On 1/19/2011, the General Manager (GM) inspected the carpet and found that the colors were not consistent from one seam of carpet to another. He also noted that many loops in the pile were missing (e.g., holes in the carpet) and that it was pulling and wearing. The GM contacted the manufacturer for an independent inspection. During several conversations with Stroup staff, it was clear to us that they knew the carpet was defective and installed it anyway. During the month since the carpet was installed, numerous pulls and snags have started showing up all over the house as well as problems with the seams throughout. On 2/3/2011, an independent inspector came to take pictures, review the carpet manufacturing defects, and take a sample of the carpet for testing. Since the carpet inspector was here, the carpet continues to wear and the number of pulls and snags are increasing significantly. On 2/19/2011, the GM called mentioned that a carpet determination was made by the manufacturer, but he hasn't had time to call them yet and they are closed today. On 2/21/11, the GM mentioned that the manufacturer (Dixie) approved the complete replacement of all the carpet and they recommended I select a different carpet. The GM never heard them recommend that someone select a different carpet and they normally don?t approve a claim right away. The GM normally has to fight for the replacement and then they usually don?t allow a change in the carpet style. The GM said that he would get more information and let us know what my options include. At this point, I asked for my money back and offered to return the faulty products. The manufacturer does not recommend replacing the carpet with the same product. I do not have confidence in the manufacturer, the installer, or the store to re-install all this carpet correctly. Further, I do not have another week of time to take off so they can perform this service. I am a consultant, so I do not get paid when I do not work. Final Thought: Stroup Flooring has failed at three installation jobs. The first ended satisfactorily, but took three months to complete. The carpet and vinyl are not satisfactory, as they have installed defective products. I do not have faith that allowing them two more opportunities to install products will result in a favorable outcome. I do not trust the vendor or the manufacturer; they have had five attempts to resolve the vinyl installation. They installed the carpet even though they noticed it was defective at their store. The installers clearly had to know the carpet was defective when it was harder to install than normal. They had to raise the heat in our house to compensate for the defective carpet. They do not have my best interest in mind and I do not trust them to perform any more work in my house. They had the opportunity to return the defective carpet before wasting my time and they had five attempts to fix the vinyl. Installing carpet through out an entire house requires the homeowner to pack up all breakables, computer equipment, and electronics. In addition, I personally moved all the antique and heirloom furniture in the house and they did not guarantee against breakage. This took several weeks? preparation before the installers came to install the defective carpet. I do not have the energy or patients to spend these weeks again in anticipation of another attempt to install carpet from a vendor that is dis-honest (in my opinion) and from a manufacturer that does not even recommend we use the same product that they sold us. The Vinyl took 8 hours to install and the carpet took 36 hours to install. They have had five attempts to fix the vinyl problems, which resulted in an additional 8 hours of my time. The carpet reviews and inspections add 2 hours. The total time that I lost work amounts to 54 hours. I do not get paid when I am not working. This does not cover the time mentioned above to pack up and move breakables (which took several weeks), only the time to be here to provide access to the home so they could perform the installation. Bottom Line: I want my money back and they can have the products back. My credit card company helped me resolve the dispute, which resulted in the return of about half our money and we got to keep the faulty products. Now at the end of 2013, we are ready to start replacing everything but the tile. UPDATE: Since the vendor agrees that the carpet was defective, it probably wan't the dog that caused the snags. We did NOT want you back in our house because you were disrespectful and we had no confidence in your "replacement" products OR service. From the overall rating you have of an "F", others must agree also. Clearly you are not flooring professionals if you cannot determine defective materials while you are installing them. Too bad we were not members of Angie's List before we selected you. Hopefully others will see this review before they do business with Stroup. UPDATE: This is my yearly update to ensure the review stays current. Happy New Year, 2016 - the carpet and vinyl still remaining here still sucks. I can't wait to replace it all. I find it funny you don't have any recent reviews.

IT WAS A NEW PRODUCT THAT THEY OBVIOUSLY WERE NOT FAMILIAR WITH. THEY KEPT HAVING TO COME BACK BECAUSE THE FLOOR KEPT COMING UP. I HAVE TO SAY THEY DID KEEP AT IT UNTIL IT WAS RIGHT BUT THEY HAD TO KEEP CALLING THE MANUFACTURER.

THE STAFF IN THE SHOWROOM WERE WONDERFUL TO DEAL WITH. THE SALES REP DID A QUICK MEASUREMENT OF MY HOME, FREE OF CHARGE. THEY OFFERED US UPGRADE PADDING AT A GREAT PRICE. THE INSTALLERS WERE A BIT CARELESS WITH MY HOME WHEN THEY INSTALLED THE FLOORING, BUT OVERALL, THEY DID A DECENT JOB. I STILL HAVE A FEW REPAIRS TO MAKE TO MY WALL.