HATCHER'S FLOORS, INC.

I have very high expectations for quality and service and Hatchers exceeded them over and over again. First, Hatchers provided creative approaches for installing wood floors in our custom house that has non-standard room shapes with many cuts and angles. Hatchers artfully transitioned wood flooring across somewhat disjointed yet intersecting areas for a great finished look. Second, Hatchers maintained its commitment to quality despite issues with the wood that were well beyond its control. Hatchers proactively and repeatedly ripped-up and replaced large sections of flooring they'd just installed. This involved ordering new batches of wood which Hatchers did with no prompting. The wood manufacturer (whom Hatchers had recommended) was also very supportive and responsive in addressing its quality issues. Lastly, Hatchers met its deadline despite the delays resulting from quality issues with the wood. In fact, when a new batch of wood had been shipped within just enough time to sit for the requisite "curing" period, there were just days left to install it in time for Thanksgiving. Hatchers worked long hours to make sure it was installed before our guests arrived. Despite the fact that things did not go smoothly, we had a fantastic experience with Hatchers.

The quality of Hatcher's work is excellent. However, there was some miscommunication between the sales representative and the installers, who did not show up to begin work at the agreed upon time/date. Also, the work was not completed as per the schedule that was agreed upon. However, because of the quality of the work, I would use them again. I would simply adjust my expectations for timely completion of the project.

One of their staff traveled to my house on 3 different occasions to assess and advise me on 3 areas of our house in which the hardwood floors were all damaged by a small leak. I cannot say enough about their expertise and the honest advice they provided me - which meant I had no expense and they literally lost a job - for now that is! I will use them next summer when I need to recoat my floors because they have now won me over with their excellence service and honesty! Highly recommend this reputable experienced company.

Sale rep never provided an estimate and did not return phone call and answer an e-mail. If the company not interested in small job they should not schedule appointment and send their sale rep. I took time off work to meet him. They should the curtsey to return my phone call and reply to my e-mail.

SUMMARY: Horrible communication between the owner and his employees as well as unprofessional for miss-handling of my check which resulted in three months of unneeded delays. The only positive were the actual installers and the quality of the materials. DETAILS: I had a hot water heater bust this past Jan. After having the HWH replaced I contacted USAA about the laminate flooring which obviously had water damage. USAA recommened Hatchers Floors, INC. I called and setup an appointment to get an estimate the owner himself came out to perform the necessary estimate and measurements. A few weeks (early Feb.) later the installers come to install the laminate flooring. The installers (2 of them) were professional, experienced and did good work. Unfortunately the owner mis-calculated the amount of flooring needed by at least 3 boxes. The installers called the owner and advised him to order at least three more boxes. The next week I get the call that the boxes have come in and we set a date to complete the job. This time only one of the installers comes out and he was 45 mins. late. He also tells me that the owner only ordered one more box of laminate and it was obviously not enough. So he installs the one box and says he will have to go back to the owner to order at least two more. The next week we have two more boxes and finally the job gets completed. At this point it is now early March and I sent my deductible ($500) along with the necessary paperwork. A few weeks go by and the check still hasn't cleared so I call Mr. Hatcher and he tells me that they did receive the check and will be processing it soon. Two more weeks still the check has not cleared. I call again and speak with the person in accounts receivable whom tells me he deposited the check and will contact the bank to see what's going on and call me back. Another week goes by and still no response from him. I call again, this time he tells me that the bank lost my check and that I need to send another check. I advised him that my bank will charge me $20 to cancel the original check. He was at least kind enough to tell me to subtract $20 from the new check ($480). I sent the second check on May 29th nearly four months after the original installation date.

Excellent work with at an excellent price. They were helpful. The estimator was out the next day after our first call. She was very knowledgeable. The house was 34 years old.

We had our first level of our house completely stripped, and refinished. The two workers showed up on Monday and stripped the floors, and put the first layer of poly down. Tuesday and Wednesday they put additional layers down. The workers were polite. Their dust collection system worked fanatically. It worked much better than my imagination. Great experience.

They sent two teams to complete the work. The first team of two people took up old carpet and installed the new hardwood flooring. This took one day. The second day they sent a different team of two who sanded and stained the existing foyer floor and the new floors and railings. The third day the sand and stain team came back and applied an oil-based protective coating. This took a couple of hours. The sand and stain team came back on the fourth day and installed the stained shoe molding and railings. They also applied the second protective coating. The smell of the oil-based coats were very strong and we had to leave the house for several days. The team did come back a couple of times to replace the flexible molding around the starter step until we were happy with the color. There were just a couple other small fixes which they completed too. They did a great job matching our existing floor with the new floors. The two teams who worked at our home were very pleasant and professional.

Very nice job. On time. Clean. No dust. Delivered service as promised. Floors look great.

Well overall, nice initial presentation, inteligent carpet team who measured and did the majority of the instalation. Had a few questions that were answered durring instalation, had to bring back the team to adjust one area, this took some doing in coordinating a time.

I pulled up a carpet and hired them to sand and refinish the hardwood floor. The Project Manager was very professional, answering all of my questions and providing advice. The crew was equally as professional, very punctual and early at times. They also worked very quickly. The cost was exactly as the estimate stated. This was the most pleasant and least stressful experience I've had with a contractor to date. I'd hire them again in a heartbeat!

The Floors look great, but the install went bad they knocked holes in the walls, left a patch of carpet, and threw stain everywhere, very sloppy unprofessional work. They did deduct from the cost to help with repairing their mess.

Scheduled appointment May 1 for estimate May 7, 9 am. Confirmed by phone afternoon of May 6. When estimator did not arrive, called at 9:30 for expected arrival time. Man answering phone said estimator had "just come in" and the appointment would "have to be" rescheduled. Explained I had one-time access from the owners of condo I'm purchasing to arrange for new floors. Asked whether the appointment could be scheduled later in the day and was again told it had to be "rescheduled". I asked whether I could speak to the man who was to have done the estimate who had just arrived at the office. A flat one-word answer "NO". Bad PR and insensitive company rep. Received no phone messages from Hatchers alerting me to no show. A later message acknowledged the missed appointment. Fortunately another Angies List provider made their scheduled appointment and provided seamless customer service and professionalism.

Came out on time, gave written estimate which I turned over to Landlord.

Everything was as professional and courteous as could be -- and they did a wonderful job. The floor looks beautiful. Ed and Shannon were knowledgable and helped us make some key decisions about the type of work we needed. Also, this was an insurance claim for water damage. They were helpful and responsive regarding submission of paperwork to our insurance company.

Great job. Dave Hatcher the owner oversaw the work and Jose and his crew did the work, including replacing warped boards around toilet and getting burn marks off around woodstove. The shoe molding replacement was stained prior to install and done perfectly as well.

Excellent. They replaced some very stained and warped wood in a way that you cannot even tell that new wood was inserted. They sanded everything smoothly and then did an excellent job finishing and sealing the wood. It looks beautiful. When we ran into some unexpected problems when the old wood was pulled up, they discussed any issues with me and went by the motto of "doing the job right," even if it cost them extra time and materials, just to make sure that I was happy with their work. I recommend Hatcher's highly and I plan on using them to do other rooms in my house early this next year. I would not think of using anyone else!

I searched the List and contacted four A rated companies and met their reps on site. Ed from Hatcher's Floors was easily the most engaged and knowledgeable of the lot, pointing out areas of particular concern. He guessed the job in place was done by the former homeowner himself or some bottom dollar hack that didn't know what he was doing. (later confirmed that was the case...) I hashed out the details and the scope of work with all four and chose Hatcher 's. While not the lowest bid, they were very competitive, essentially a toss up between them and one other. I'm a construction guy. The lowest price isn't necessarily the best price. (That would be the guy who planned on Home Depot as a supplier.) The lady of the house met with Ed on site, selected a finish from a variety of samples provided, authorized some physical repairs as recommended and left town for a week of touching base with distant friends and relatives. Upon her return she was delighted with the job, and she is one picky woman. If the results made my sister happy, that's high enough praise for me to recommend Hatcher's Floors for professionalism AND performance.

I paid more for the "extra" I didn't get. Hatcher's representative that came and did my estimate was very professional and had lots of good information. I was putting hardwood floor into a room that had carpet with some spots where a cat had urinated in the past. The Hatcher rep said they would apply a type of chemical sealant to the wood underneath before installing the hardwood. Because of this "extra", I paid more that the other estimates I received. But they didn't apply the sealant! Very disappointed.

I have been using them for 30 years now. The prices are competitive. They show up when they say they are going to. They are very knowledgeable and give great recommendations on their products. Their workman are very professional and they clean up well after themselves. I have never had any trouble with them.

Installers completed the job in one and a half days. They were polite, efficient, and took care to clean up their mess.

The man I dealt with was Dave and he was very professional and here on time. The two men who did the work were wonderful. They moved the furniture for me. They were just really, really good. They refinished the flooring in about 2-3 days. It took them a day to move the furniture and sand the floors down. The next days they stained it and let it dry. They also put the varnish on top.

In a nutshell, poor customer service; lack of management oversight; shortcuts in work product. The supervisor, Ed, gave us a sheet with stain color swatches. We eventually opted for a whitish stain. He told us no customers had requested that in years and that it was difficulty to apply properly, so he was assigning his "best man" for the job. I suppose he warned us... When they put down the true sample, it was nothing like the swatch at all.we discussed using bleach as well to get a white look. A large bleach sample in the entryway was left for us to see and it didn't help, so we resigned ourselves to the fact that they could not deliver what they offered, but it was closer to our choice than the other stains. After sanding/staining, they were set to put the 1st of 3 coats of sealant on but our other contractor was there, unbeknowst to us, working in the living room. Ed called, saying it was probably ruined but they would try to fix it. Not sure what they did, but the sealant went on and the footprints and the bleached sample area remained. The solution would have been to resand and restain the living room and make up for time by putting a coat of sealant in the morning and evening (invoice stated a 3 hour dry time) to get back on schedule prior to our moving day, but Ed said "company policy" was 1 coat a day. They also left very sloppy work around the bathroom fixtures. Knowing the crew was coming back to do the stairs, I appealed to Ed to redo the living room. He wanted to charge full price. I argued that it was partially his fault and mentioned Angie's List, which perhaps got him to agree to a reduced price. They came back in a few weeks to do the stairs and that went well. Later, when a different crew came to sand/stain the stairs and living room again, we were told they could not do the half bath rework - the original guy had to come back! I contracted with Hatcher's, not an individual employee. and they wanted ME to call back later that week to reschedule him. When redoing the living room, they took shortcuts of not removing the shoe molding and in doing two coats of sealent in two hours (less than minimum 3 hours and much less than "company policy"). We were not home, so they thought they could get away with it, but our security system logs date/time of all entry/exit. With reduced price comes reduced effort. Ed also told us that only a trained eye would notice the difference between the reworked living room and the floor continuation into the dining room. But thanks to the different crew (not the "best man" from the first time), it now looked distinctly lighter and better, if still not whitewashed, and the difference with the dining room was jarring. But no one from management came to review, and the workers didn't care. We got an invoice for the balance and that was that. We promptly sent a letter to Hatcher's with photos of the living room/dining room and the still uncompleted bathroom. I now regret offering a bit more money to have them redo the dining room as well, but I wanted to incentivize them. they agreed to do do the dining room and living room (again) and fix the bathroom. But it still took scheduling delays and several weeks to arrange. This time, I was there to oversee the first day of work and ensure shoe molding came off and the bathroom was taken care of. When I asked them to resand the new wood on the stairs landing with some odd visual defects, the worker said it could not be sanded out and that the plank should not have been used in the first place! He asked if I wanted it removed and replaced, but that would force them to stop everything (leaving sanded but unstained floors for who knows how long). I said, no - just finish the job. It was over two months since this odyssey had begun and enough is enough. So they put 2 coats of sealant in two days and put the shoe molding back on. I reminded Ed that I third coat was required and left a reminder that the now running joke of this whole thing - the half bath - needed at least one coat of sealant on the details that had been restained. The crew came back to do the 3rd coat but somehow forgot again to do it. So they had to make one more trip to tend to that last stupid detail. To recap, there was poor project oversight and poor communication between management and workers at the site, as well as attempts to cut corners (authorized by management, one presumes) and a terrible lack of customer service, especially when we wanted inferior work redone. To their credit, they did rework things and the workers did work hard, but only a letter with photos brought any true resolution. Our comments and compaints were an annoyance to them and aspects of their business model that should be transparent to customers seemed designed to wear us down. Most importantly, if you offer a product, don't make the customer later feel bad for the choice - stand behind it or don't offer it. They have good reviews, so if your job is less complicated or they are not so busy, you might be fine. If you have a room with semi-permanent fixtures, ask how they will handle it. Update: I sent a letter to Dave Hatcher (my 2nd to the company) and that, coupled with his receipt of this review, prompted him to call with apologies and offer of a refund of most of the additional amount I paid. He listened to my list of complaints and seemed genuinely concerned about actions taken by his employees, stating that it is not how he does business.

Hatcher's was recommended by another tradesman so I had high hopes. They arrived on time for the appointment to give a quote. I work full time and had taken a day off to have several things handled for my home (delivery of new items, quotes for the various work I was having done); so there were deliveries being made, the phone was ringing, lots happening. Hatcher's came into my 1870's rowhouse with 80+ year old floors that I was asking to have repaired and restored. They obviously did not want the job because the only option they gave me was to take it all out and put down new. They said they would send a quote for an entire new floor - to this date I have heard nothing. I found a wonderful tradesman that is doing excellent work and looked at my floor with a smile and said he would love to bring the floor back to it's glory. Hatcher's and I just did not have the same vision for what to do with a historic floor and home. Obviously I did not and will not use Hatcher's. I am disappointed that their goal was to sell new flooring instead of try and save a piece of history. If you want new, Hatcher's may be for you but it definitely was not for me or my home.

Our estimator 'Ed' provided us with plenty of options with pros/cons for each option. All questions were answered in great detail. We never felt rushed or pushed. Two other quotes from different vendors said we needed another 8 boards replaced but Ed said it would sand out nicely. He was right. He also estimated a 4-5 day job. Day 1, Carlos and crew arrived early and pulled quarter round, sealed off doors and sanded 3 bedrooms including closets. Day 2, they finished the remaining floors and cleaned up to prepare for stain. Day 3, Stain went on and the floors looked beautiful. All odor was contained in the sealed area witch was great since I stayed on site for the duration. Day 4, 1st coat of poly in the AM and 2nd coat in the PM. Day 5, Clean up all sealed doorways. Last coat in the AM. About 3 days later, Ed came back to check on us and make sure we were satisfied. He looked proud of the work and we were very pleased. He also gave us tips on maintenance. We would recommend Hatchers with complete confidence.