Complete Flooring & Interiors

DO NOT USE COMPLETE FLOORING! If you do- document every conversation and do not pay until your project is 100% complete. I can't begin to describe my frustration with this company. We began working with Ryan and initially were very pleased. He was knowledgeable and responsive during the selection process. The moment we put our deposit down everything changed. The first of many problems began before demo. We confirmed everything multiple times prior to our start date, and Ryan did not order a portion of the material. There was zero communication between trades, so the sub contractors showed up and ripped up flooring that wasn't supposed to be removed. Ryan took zero responsibility for poor project management throughout the job resulting in countless issues. A layer of subfloor that had been nailed down was removed, and the nail holes were not filled before pouring leveling compound that leaked ALL OVER our unfinished basement. We didn't realize it right away, and by the time we noticed it was dried onto our furniture, clothes, and kids toys that were being stored in the basement. Ryan claimed to have never seen this in all the years he's been in flooring and even blamed our builder for leaving "gaps" allowing the leaks... We called our builder, who eventually diagnosed the issue correctly. The sub contractors were mostly professional, (aside from being obviously high when returning from breaks). Like an idiot, I paid in full when asked, and Ryan has since taken 4+ months to complete a number of small punch list items. Our project began in December 21, it's now July 22 and still incomplete. I am generally happy with the install of the flooring and carpet, but the finishes look cheap and messy (door and wall trim, edges, wall repair). I'm embarrassed with myself for paying in full, and now I can't really go back to request things be redone to our liking. We are reasonable people, and did our best to work through the countless issues with CFI, but I feel obligated to caution anyone who is taking on a flooring project not to use this company. Work with a builder, or do your research and get references before spending 30K plus only to be disappointed. We are now planning to spend an additional 10K with our builder to have all of the crappy finishes repaired. Should have done it right the first time. Hope this helps somebody!!

Worst experience ever! Ryan and his group remodeled our Ada bathroom and did a good job. We then hired them, after assurance that a Traverse project was "no problem, do them often". Ryan's group was literally a bunch of hacks. Some highlights of their lack of skill include the inability to miter a corner for trim pieces, simply attach trim to the wall, they had several pieces just press fitted in, they broke a bathroom towel rack and still installed it, we found that after the final payment. Examples of lack of professionalism are Ryan's group also removed an exterior door to the garage and left if sitting in the room, we heated the garage for 2 weeks. His crew smoked in our cottage, we had cigarette butts to prove it. Also, Ryan assured us the project would take 6 to 8 weeks and it took 6 months. This project was completed last year and we just wanted to forget about Complete Flooring and ever dealing with Ryan. The reason for this late review is when we opened the cottage this Memorial Day my husband almost fell down the stairs that Ryan's crew installed wood on. They neglected to tack in the metal stair cap, it was just jammed into the floor molding and finally worked itself free. Ryan is a good salesman, he seems like a nice guy, but my advice is do not trust him and most definitely do not hire him. UPDATE: 7/19/2017 1. No changes to the project were made except we changed out the fireplace unit, Ryan encouraged this saying the end product would be much nicer. This did add a few weeks to the project, and we were ok with that. The winter was one of the mildest one's we've had up here, so the allegations that further delays were due to the weather are not true. 2. The statement that we made several changes during the project is untrue. The fireplace was a very early change (and the only change was to not re-use the insert we had, but to replace it with a new fireplace insert) and the trim change was due to their poor job the first time. There were absolutely no additions by us to the project, other than to have them correct their extensive errors. 3. They replaced the trim, not because it was a late decision by us (as alleged in the reply), but because the trim they installed first was not mitered, had sizeable gaps in it and some was not even nailed in place (we have pictures - it was a joke how bad every single room looked with the trim - and Ryan acknowledged that in writing, and said it must have been done by one of their apprentices). To imply that we made a late addition to the scope of the project by adding trim is ridiculous. 4. Their reply implied that cigarettes found in our cottage were from our college age children. This is preposterous and downright rude. Our cottage was completely torn apart the entire winter and we never once made it up there other than quick day trips (without the kids) to check on the progress (or lack thereof). The cigarette butts we found were at several of the window sills, evidencing that the workers were inside by the windows and smoking (and they smoked a LOT). 5. The bathtub issue was not a "small leak". Ryan's crew mis-installed the tub insert and it leaked profusely. They tried to fix it twice, and failed, and finally had to tear out the insert and install tile walls. And even then they left the holes in the tub (where the insert attached), and those leaked, so yet another crew had to come out later and fix that! 6. Their reply also said that Ryan was the same person in charge during our first project with them. That is false. Kristy (who left Complete Flooring) was in charge of our first project and she did an outstanding job. Our biggest mistake was trusting Complete Flooring at the start, assuming that Ryan could do what Kristy did. We were wrong. 7. Their reply blamed some of the issues/delays on our house construction. The only issue encountered there was that Ryan's crew had trouble getting the linoleum off the kitchen floor so they proposed adding a new subfloor everywhere, which added a couple of days and which we paid for. Otherwise, the house construction was not an issue. The cabinets are standard cabinets and counter tops. 8. As for the garage door - it was damaged during the time that Ryan's crew were bringing in cabinets etc., yet he blamed the painter (because the painter was not part of his crew) and refused to pay the painter. When the painter called me about it, I discussed it with Ryan and I pointed out that CFI, as general contractor, should be responsible for these types of issues. Ryan's response was that, since we hired CFI, it was really our fault if anything goes wrong and therefore we should be responsible for it (and I still have that email). The painter ended up taking CFI to small claims court and won. 9. We had to finish much of the trim ourselves, including some areas found later that just were not done. There were several places where trim was removed to put in a counter top and then just not replaced, but we did not notice it until later and fixed it ourselves. 10. There are more complaints that we could discuss, including the gaps in the floor that I have had to caulk (as told to do by Ryan), and the heat registers were not even re-installed and it was because the holes in the new floor were not big enough and I had to cut them larger. 11. Finally, the statements made about making concessions to us are also false. No concessions were ever offered to us. We were left with the final bill, with no offer of reduction (even though Ryan himself admitted that there were a lot of problems with this project from the start - and I still have that email too). We just simply paid them about $1500 less for an invoice of around $90,000 (and since finding additional problems, we regret not holding back more). We would not contact them to fix the problems because, quite frankly, we do not want them in our house again.

We had a very frustrating experience with Complete Flooring & Interiors. We ordered over 1000 sq ft of hardwood flooring from them. They made 2 assertions to us during the sale process that affected us negatively. The first was when we ordered the product, our salesperson told us it would be 2 weeks for the product to come in....since this wasn't a special order, it would be pretty straight-forward, we were just ordering wood off the shelf. After we put down our non-refundable 50% deposit, we were told it would be 5 weeks. We would not have placed the order had we known that since we had a specific time-frame to complete the project. We specifically didn't order special order wood to get the 2 week delivery timing, but they waited until after the order was placed to communicate to us. The second was when we placed the order, our salesperson told us we had to have a minimum of 5 boxes to do a return, so if we were close on the square footage, to order a bit more to allow for a return. We did just that, and finished the project with 6 boxes. It wasn't until we came back with our return that we were told the return had to be approved and accepted by the mill....which it wasn't. Even our receipt from Complete Flooring & Interiors stated returns just needed to be made within 30 days. Had it at all been communicated to us that returns were not assured, we wouldn't have taken the risk. We would've ordered what we needed and then ordered more if the project had gone over estimate. Communication was lacking. We should have been informed of the correct delivery time frame BEFORE we put our deposit down, and we should have been informed of the actual return policies BEFORE they told us to order extra wood. We would have been better off ordering from an online source. I have emailed the company this feedback, and let them know that I am willing to change my review if we ever get a response from them with an attempt to make this right.

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Excuses/Not accepting responsibility/Not apologizing/Not offering to fix the damage/Deflecting blame

We had been looking all over for flooring that didn't look like fake stone or fake wood, and finally found what we wanted at Complete Flooring. Kyle was very helpful picking out flooring, and he came out to the house himself to measure. Flooring came in quickly, and is being installed today. My only frustration is I would've liked to know about the little costs of the installation before the quote came in. When I asked how much the flooring itself was, it would've been nice to be given a rough estimate of the install costs. I was surprised, but in shopping around, this is not "out of the ballpark" for cost, and I'm sure that in the industry that people are aware of it, but I would suggest that when someone is shopping for flooring that they are told, "the flooring costs $___, and installation for that size area usually runs around $____". All in all, I would absolutely recommend Complete Flooring for their selection, professionalism and service. Not the cheapest in town, but certainly the most helpful and they have the best showroom.

REPAIRED AND INSTALLED FLOORS WHEN OTHER CONTRACTORS SAID IT COULD NOT BE DONE . COMPLETE FLOORING SOLVED FLOORING ISSUES AND DID A GREAT INSTALLATION. WOULD HIGHLY RECOMMEND THEM TO ANYONE WHO HAS CONCERNS ABOUT THEIR FLOORING INSTALLATION. VERY KNOWLEDGEABLE AND VISITED JOB SITE OFTEN DURING INSTALLATION. VERY COURTEOUS AND PROFFESIONAL

Don, the owner, was on the job site regularly. They started and finished as promised. We are thrilled with our new floors!

They did an excellent job. We had problems with the grout for the tile, it was a manufacturing problem, a bad batch of grout was supplied. They worked to resolve the problem, which took about 6 weeks. We were very impressed with Complete Flooring because the bathroom was finished and they never once asked about additional payments. We plan to use them for our remodeling job in Traverse City at our cottage. They were excellent to work with, very professional and the contractors were equally professional.

We looked at ten or more stores when searching for ceramic tile and backsplash for our kitchen, mudrooms and bathrooms. Most were very helpful, but many places just didn’t have anything in our price range that thrilled us. I was very surprised at the wide range of prices, and some of the bizarre recommendations we had about installation. When we came to Complete Flooring, I was a little skeptical, as the website is not particularly good, and the location was odd. By the end of the process, really by the end of our first meeting, I was completely won over. First of all, their designer, Kristie, just had a great eye for finding tiles that would work well with our existing kitchen elements. I would never have thought to choose the tile she recommended on my own, but when we brought it home it was absolutely perfect for us, and a very good value. Kristie and Ryan also came out to measure the house and had excellent installation recommendations for our specific concerns. I would say without a doubt that they were the most knowledgeable people that we talked to about installation methods and products. We bought all of our supplies from them, from the tile and grout to subfloor and mastic. They helped us all along the way with our many questions, including follow up afterward. I’m very happy that we chose to purchase from them, and will definitely use them in the future for all of our flooring needs.