Floors Unlimited

On 9-2-11 my husband and I, received an estimate from Floors Umlimited for Craft Mark Phoenix 992 floor covering to be installed at our home. On 10-28-11 we ordered the Flexitec Wondertile Flooring #882 to be installed in our home. The invoice was paid in full prior to installation. Although the estimate included moving furniture and removing the old flooring, we chose to have a contractor remove the old flooring and install a new subfloor. Therefore, the furniture had already been moved prior to installation. The installation occurred during the week of November 7-11, 2011. There were numerous issues with the installation including mis-matched seams, failure of the flooring to adhere adequately, torn flooring that was NOT repaired properly. As a result, the kitchen flooring had to be replaced due to a badly cut corner. Ultimately the first installation was unacceptable and Floors Unlimited made the decision to replace the entire flooring. During the week of November 28th, a second installation was made. Floors Unlimited chose to lay the second floor over the first floor, indicating that this would be an acceptable option. We accepted their decision, with some reservations. We insisted that the previous installers NOT be allowed back on our property due to faulty installation and failure to adequately address our concerns. At one point the foreman stated: "When the blinds are closed you won't notice that the seam is not clean." There were several issues with the second installation: failure of the floor seam to adequately seal, leaving a visible line which was supposed to disappear over time; bubbles continuing to appear throughout the area that will not stay down; their attempts to inject glue into the bubbles resulted in hard lumps in the floor and glue spots on the top of the flooring. Despite continued attempts to resolve these issues, they continue to exist. We gave the flooring adequate time to seal and adhere without result. Therefore we sought remediation of this situation by sending Floors Unlimited a certified letter seeking remediation in one of the following manners: 1. Both floor coverings shall be removed and replaced with new flooring of our choosing that is commensurate with the original flooring. This will be done at no cost to us. This will include removal and replacement of new baseboards, moving and replacement of furniture and appliances and installation of new metal transition strips. 2. In lieu of replacing the flooring, we will accept full compensation of our original investment of $4,097.75 and will find another company to install new flooring.

I declined his services because of the ridiculously high quote. He came across as untrustworthy and I will never use their services. This is my opinion, not a condemnation of any actual work this provider might have done anywhere else. I do not recommend them to price-conscious consumers. The quote-giver never showed up first appointment and did not call me. He claimed to have left a message, but there was not one on my phone. I gave him the benefit of the doubt and had him come over on a different day. I asked for a quote to redo the entire very small bathroom without replacing the sink or the toilet. He provided a $10k price quote. I turned him down because I do not want to spend that much and asked how much to just redo the shower. He then quoted $3k and asked me to pick out the tile. I chose 12-inch tiles for the 3x3 walls to ensure the quote would not be too high. On his advice, I chose 6 inch tile for the 9 square foot shower floor. I did not choose high end tile. He called me two days later with an "updated" quote for $3700. I turned him down and I will likely do the work myself for about $800. I am all for capitalism, but I am averse to what I consider to be unreasonable profit. I don't claim any expertise or knowledge of standard pricing. I just know what I am willing to pay for a job this size.

The overall experience was unsatisfactory. The contractor was late by 1.5 hours on the first day. The contractor was also working on another project. An attempt was made to cover the two remaining pieces of furniture left in the house, sofa and wall mounted television, and kitchen counter tops with low grade plastic sheeting that was not secured. Initially, removed carpet and and padding was deposited on front lawn. When trailer showed up, it was parked in a fashion that made access to driveway difficult. Most of existing tile was porcelain not ceramic making removal difficult. Debris was everywhere. The removal tool leaked oil that was deposited on walls, counters and baseboard and until requested by owners, was not cleaned up. Workers utilized by contractor were part time at best, took many breaks, and appeared disinterested. As work progressed, questions by owners on how tile was being cut and set on baseboard edges were answered with the grout will hide imperfections. When the final piece was done, the second bathroom, owners called contractor to tell him that 4 dogeared tiles were placed in bathroom. They were grouted in anyway. Upon further inspection, a tile under toilet was fractured. When owner of Floors Unlimited was contacted, he and his contractor came out to inspect. We were told that the tiles would be replaced or a molding would be installed to cover the flaws. We mentioned inconsistencies in edges on baseboards and a quarter inch line in pantry and master bath. An attempt was made to fix the line in the pantry and the baseboards were removed and damaged. They were replaced with the damage not repaired. I called the contractor and told him not to try and fix the master bath for fear of more damage. When tiles were replaced in second bathroom, it was discovered that the toilet had been damaged and an attempt was made to glue broken piece back. The contractor did not inform us the toilet had been damaged. We further inspected the tile work and have found uneven tiles, uneven grout lines, inconsistent grout colors, and grout used as a fail safe to cover flaws. When Floors Unlimited contacted, we were told that the toilet would be replaced. We picked out a toilet, but to this date, it has not been replaced. We have called but our calls are not returned. Cell phones have full message boxes so no messages can be added. We have spent the last month with our furniture in the garage, sleeping with a mattress on the floor, and cancelled Thanksgiving plans because of the work not completed.