Floors USA

The hardwood flooring that they supplied was very nice. The color was what I expected and the sizes were consistant. The installation on the other hand was TERRIBLE. First of all none of the installers understood English. How do you tell someone what you want if they don't understand what you're saying? So they did whatever they wanted. The color variations in the floor should have been planned out but they just threw down whatever pieces they could fit in without looking at the asthetics. They badly scratched the floor in several places. They were generally careless. They put in baseboard all around the floor and towards the end when they were anxious to leave the pieces don't even fit together right. I called the store and they had the installation guy come out. He said that to change the pieces of wood that were scratched he would have to cut it out and he didn't recommend it because it is tongue and groove and then there wouldn't be any groves on those pieces of floor. So there you go. I have a scratched up brand new floor and there's nothing I can do about it. You have to be very careful who does the installation of your wood floor. These places just sub-contract it out and who knows if these guys ever installed a floor before.

Shopping, measuring and installation all went very smoothly. Everyone we worked with was very professional and timely with communication. End result fantastic and reasonably priced!

I changed the carpet of my hall house. Mike gave a good discount for my 3100 sf. Great communications in getting update. Installation was awesome, quick and efficient. The installation people are very polite and trustful. It came out very nicely, very satisfied. I will do my basement with them.

I had a very good experience with the people I met at the store, Floors USA. I worked with two Mikes. Mike in Sales: Knew his products very well and was able to help us find something that met our needs within our budget. He was very friendly, knowledgeable, and was not pushy. He understood what a big purchase we were making and didn't try to force us into making any decisions, which was great. I was able to reach him easily by phone, which was also a huge plus. He answered all of my many questions in a professional and courteous manner. I would definitely work with him again. Mike in Installation: Came to my house and took measurements, and made thoughtful suggestions, which I really appreciated. I felt like he knew what he was doing, and I appreciated his knowledge. So why doesn't Floors USA receive excellent ratings from me, and only Fair? Well, the people who actually installed the floors were not as great as either of the Mikes. Mike from installation did not oversee the project on site. I assumed that he would, but I did not ask, so that was my fault. However, if I hadn't been hovering over them, there would have been a number of (big!) mistakes. What was supposed to happen is that the installers were to remove carpet, lay down new plywood over asbestos tile (which was under the carpet) as to encapsulate it, and install molding. List of Wrongs: The first thing that went wrong was that nobody introduced themselves as the leader of the project, so I never knew who to talk to in regards to what was happening. Then they began taking up the tile as well as the carpet. I told the guys that they weren't supposed to do that, but they tried to tell me why they needed to. So I asked them to stop, and I was going to call Mike to find out. One of them also phoned Mike (got through to him before I did), and when I spoke with him, Mike told me that he told the guys to put the tile back and it was to be covered with plywood. Next thing that happened is that they were installing on a very rainy day and allowed the 1/4" plywood to get wet. I called Mike again to ask if this was ok. Such thin plywood is surely in danger of warping, right? He told me that it shouldn't be a problem, but he would make sure to tell the guys to bring all of the plywood inside so that it wouldn't be rained on, which he did. Next problem, they began laying the hardwood floor down in the wrong direction! They didn't bother to check the floor joists, they just assumed that it was to match the direction of the crappy laminate in the kitchen. Again, I made them stop, told them they were doing it wrong, insisted they look at the joists in the crawl space, which they did, and then they thanked me for noticing. By this point I was becoming really unnerved, because they were obviously making assumptions, and who knows what other shortcuts they were doing. So they ruined about half a box of hardwood. They had to rip it up, which was painful to watch! And then, they didn't take the time to measure the metal heater covers (I have built-in radiators, so they have covers that are screwed into the wall) before they took the covers off, so when it came time for them to put the baseboard trim on, they had to guess since I needed to have the covers cut after the new floor was put down (kind of like doors, the covers also needed to be trimmed because of the new floor height). They stayed until about 8pm, and my nerves were shot by that point, so I just wanted them gone, and took their word for what the moisture meter said. In retrospect, I wish I had made them show me what it read, because frankly I don't believe them. It was such a rainy day, and they put down damp plywood. And, needless to say, after I had the covers trimmed, they did not fit. So I had to call and ask them to come back to fix the baseboards. They did a mediocre job of this, and told me that it couldn't be perfect. However, if they had simply taken the time in the beginning to measure the covers before they took them off, this could have easily been avoided, and they wouldn't look so hacked at. They made a lot of really stupid mistakes that could have easily been avoided with care, and I'm still uneasy about the damp plywood. So would I use them again? Well, sort of. I would definitely go to their show room, and I would certainly work with Mike again, and I would probably buy their product, but I would NOT have them install it. I would hire someone else to do the installation. If I had not had them install anything, I would have given them Excellent ratings.

It was fine, satisfactory. I just thought it was going to be a lot less expensive, at least they advertise wholesale price. I would tell friends to get at least three estimates and go from there.

I had a very personable salesperson (Jim, shout out to you!). He was very helpful explaining the process (e.g. how far out the material had to be ordered; how long the wood should acclimate, the different types of flooring). I was in an odd situation because I getting ready to buy a place, was leaving out of the state until right before the property closing, and wanted the floors in before I had to move my furniture in. They were great about working around both the current owner's and my schedules in arranging a guy to come do the measurements and give me the estimate. Since I didn't reside there (and didn't want to be sitting in my car waiting for them), the guy gave me a call when he left the store so I could meet him there. Jim called me when it was time to place the materials order and we did that long distance over the phone. The one hiccup was that Jim had accidentally ordered the wrong color of the hickory. But he -- and Floors USA -- were great there too. He immediately said my bad and reordered the right color and swapping out the wood. And they squeezed me in so that I could get the floors down still before the furniture and -- perhaps more important for me -- my pets arrived. Had they not, I would have had to board the pets for the day. The installers did a beautiful job and not only did I have some loose wood left, but one full box. The installers took that back and I received a refund on that wood no problem. Another review mentioned that they don't take AmEx. I did pay for my materials with AmEx but had to choose another payment option for the installation. I will say, they didn't mention to me that AmEx was not a possibility for paying for the installation (and they should have since I had paid for my materials that way) but luckily I had a check book on me.

I never received an estimate after many requests. I finally asked for the return of my pre-estimate money which was returned.

I initially spoke with a salesman more interested in telling me his political views than about flooring. Despite that, I saw a product I liked and took a sample home. When I returned a week later, no salesperson would speak with me and I just left the sample at the front desk without talking with anyone. I had decided that I did not like the sample and I looked at other options on my own. I found something that I lifed very much and talked with a scheduler about someone coming out to measure. When that person came out, he indicated that the salesperson I had originally spoken with was no longer with the company. He performed the measurement and left without answering my questions. Later that afternoon, I got a call from him in which he indicated that because of the product I decided to use, there would be a cost of at least $600 more installation. I spoke with another salesman later who told me the same thing and quoted a price more than $2500 over what I had calculated. He then became snippy when I asked questions and did not provide reasonable answers. After that, I did some of my own research and found that they were exaggerating what needed to be done to the floor and their estimate reflected that. At that point, I decided not to use them. I called and spoke with someone who didn't give me his name but told me in a rude manner that I would have to eat the $45 measurement fee. I have since found a flooring company with better customer service and much more reasonable pricing. I do not recommend Floors USA and feel that they were trying to gouge me because they thought I was a stupid woman unable to think.

The website is wrong. They do not take AMEX. Estimates are not free. They charge $45.00 to measure which you get back if you order.

TERRIBLE! First, they ran out of tiles for the kitchen. The salesman didn't order enough. We had to wait for weeks before more came in. They couldn't properly lay the tiles in the bathroom so they had to hire a plumber which family paid for. When work was completed they had to come back and take care of glue that was left on top of many tiles. The tile flooring is not evenly laid. There are cracks between the tiles that look as if glue is missing. Some tiles are not aligned properly. The wood trim was not cut properly and looks terrible. The carpet upstairs not secured properly and seems were cut in wrong places. Tried complaining to Janet the store manager and she felt the issues were due to our just not liking the floor. An independent adjuster said floor and carpet were poorly installed. Now trying to get company to reimburse the money and rip up all the flooring. Janet has been awful to work with - very confrontational. She doesn't follow up.

ARRIVED LATE AND LEFT EARLY THE FIRST DAY, BUT STAYED UNTIL THE JOB WAS FINISHED ON THE SECOND DAY. DID A GREAT JOB WITH WRAP AROUND ON STAIR EDGES. PROFESSIONAL INSTALLATION.