Floor & Design

They installed a large area of tile for me - 732 square feet. While the salesman stated that they would stand behind their installation, the installers claimed installation is warrantied for 1 year - and they state that most problems occur in the first year. The salesman stated, as do all tile providers, that if the tile installation is really the problem, they would repair it even after the warranty. 13 months after installation the problems started. First there was a loose tile. I contacted Floor & Design installers and they came out to the house to look at the problem. They concluded that it was caused by the "foundation moving". After 18 months, a very large area of the tile in the center of the family room "tented" - became loose and "popped up". It actually sounded like a small explosion. I once again contacted Floor & Design and, once again, they insisted it was because of my foundation. Essentially they insisted that I prove that it wasn't the foundation before they would consider repairing it. So I called, and paid $300, for a flooring inspector to review the problem. He did not do repairs or installation - just inspection. He pulled up some of the tented tile and concluded that it was definitely not the result of a foundation problem but very poor installation. His report indicated that the thinset never adhered to the tile in most places (likely the thinset sat too long before the tile was put on), that the ridges were still very much visible so clearly the tile had not been placed onto it correctly, that the incorrect tools were used for the thinset (they used a 1/4 inch trowel rather then a 1/2 inch required for the 18 inch tile), that no expansion joints were used to allow for thermal expansion, and that the thinset was put down incorrectly - the thinset was troweled in a random pattern rather then straight lines across the mounting surface. In total over 50% of the tile that Floor & Design installed was affected by this installation problem and many more would likely "pop up" in the future. I sent this report to Floor & Design. They still insisted that the problem was with the slab. However they then said that they would repair the loose tiles even though it was "out of warranty". Toward that end, they sent 2 "installers" out to repair the loose tiles. Prior to the "installers" arriving, they called and told me they didn't have any tools but would talk to me at the house. When they arrived, they picked up one of the tiles removed by the inspector and stated that the problem was the foundation. There was absolutely no cracks or indication of any foundation movement under the tile.They then left and the "owner", Tarig Mohamed told me that, since I yelled at them, they would not come back. I will admit I was very disturbed that tile installers would not recognize when tile was so poorly installed. I have now contracted with a reputable installer, at significant expense, to get the problems repaired. He diagnosed what had happened - extremely poor installation procedures - over the phone when I told him about the "tenting" of the tile. Adding to the problem is that spare tiles are not available since the pattern was discontinued. I knew the pattern was being discontinued, though I was surprised that, contrary to what the salesman told me, there were no left over tiles to use for any repairs. Since it is likely that at least some tiles will break during the repair process, I have had to find a way to adapt some different tile pattern into the flooring. Had the tile been installed properly, spare tile would never have been an issue. Now it is a major problem costing me hundreds of additional dollars to address. Overall it is going to cost me about half of what the entire tile and installation cost originally.

The guy I spoke to was very nice. Seemed knowledgeable about his product. Was friendly, did what I asked, measured and gave me a quote. Two things made me uncomfortable: 1) he quoted me a price for carpet removal, which he said he had mentioned when I came in the store and I thought he had told me that the removal was included, so I was a little questioning about that. 2) He did give me a quote on the spot after he measured the house, but it was verbal. We asked for a written quote and he wrote the product number down and the cost on the back of a business card, but no details, no breakdown, no further information. Thought that was a little strange. I was considering using the company so I checked Angie's List and the BBB and neither said good things about this company, so I did not want to take a chance using them. When I went to other flooring companies, I selected a tile I was interested in, gave approx. measurements and they gave me a written quote. Would have felt more comfortable having the information all written down.

FloorN Design installed the flooring and also removed hardwood flooring and carpeting. within less than 2 months, 6 of the individual boards had blistering The general manager at first said he would send an installer and replace the boards, inferring there may be water damage without having seen the floor. We previously had hardwood floors that had been installed for 8 years with no water damage during that time After 3 noshows on scheduled times, an installer showed up and said there was water damage caused by our dog. Our dog does not have access to some of the area where boards blistered.The manager was contacted a week later and insisted that I show up at his office and pay for the replacement. I believe the 6 inch boards are defective and am left with no recourse but to file a complaint The sales rep had told me that the laminate was more waterproof than hardwood, yet the hardwood replaced had had no water damage inover 8 years

When we bought our home in August 2010, there was a built in desk in the kitchen. We didn't like how much counter that this took away from the kitchen and the old Formica or laminate was very dated. We decided that granite countertops would go very well with our refinished cabinets. We were very impressed with the overall price that Floor & Design gave us. One of the things that made Floor & Design stand out from other companies we got estimates from was the fact that they had their own employees doing the work as opposed to Lowes, for instance, that uses contractors. This is what the owner had told us. When the countertop guys came out to measure our counters, we were surprised that there was another name on the door of the truck and not Floor & Design. It looks like they use contractors after all! Before they took the measurements, we informed them of our plans for the desk area. I asked if they should wait to measure until after that area is renovated. The guy told us that they could take the measurements..... NO PROBLEM. In fact, they even made templates of our counter areas. When they came back a week late with the countertops, the countertop for the desk area was not cut properly and did not fit. If they moved it in one direction, it left a large gap on the back side. If they pushed it up against the wall, it did not cover our cabinets. The countertop guys tried to blame the mistake on us saying we did not do the desk area the way we said we were going to. Not true. There was only one way we could do it. Basically, the desk area was raised to meet the existing countertop and drawers were put in place. The two base cabinets at each end of this area never moved. They were in the exact same position as when the countertop guyes took the measurements. How could this be our fault? The owner of Floor & Design came to our home to see this mistake for himself. Even he tried to blame us. Luckily, my husband had saved the old countertop that had been in the area of their mistake. When this was put over their granite, it was plain to see that the mistake was theirs. Begrudgingly, the owner of Floor & Design agreed to take care of the problem by having another piece cut. I think it is also important to note that we had set our whole move up to happen after the counters were done. When they missed the first install date, we had to move in anyway because the movers could not hold our stuff on their truck. We had to go more than a week without a usable kitchen. I think that this put the installers in a position of "if you want it fast, it won't be our best work". Anyway, the counters did get done and we have learned to like them, but I think they could have done a better job on the rounded nose cut. Next, the backsplash needed to be done. The first thing that Floor & Design did was to try and refund the money we paid them for the backsplash. We said no and that our old backsplash had been torn out and we needed the job finished. Finally, they ordered the tile for the backsplash and GUESS WHAT?? Another contractor . This contractor got the job about half finished and left a worker that spoke absolutely NO English for over 3 hours. When he came back to pick up the worker and the job still was not finished, he told us that they needed to order more tile. This took almost two weeks. When he came back, we had had time to look over the work that had been done and were very unhappy that they had used a bunch of small tiles in place of larger tiles that they must have run out of that really did not look right. Also, some of the tiles were pushed in on the wall farther than others. It was obvious that they did not float or flatten out the wall before the tiles were installed. For this, he needed to order more tile and more time passed. We finally had him finish with the missing pieces and refused to pay the whole bill until the mistakes were taken care of. This is the way our kitchen still is 9 months later. At this point, we do not want Floor & Design or their contractors anywhere near our home. The owner of Floor & Design complained that he was already losing money because of the granite countertop mistake that THEY made. Our response was ... Why is the mistake of your contractor OUR problem?! We have owned businesses over the years and know all too well that when our employees or contractors made mistakes, we had to pay for them. This was not something we could pass along to our customers. Floor & Design has threatened to use us for the balance, but we have seen nothing in 9 months. We would be willing to share photos of their workmanship if anyone wants to see them.