HATCHER'S FLOORS, INC.

Wonderful!

Great service.

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unknown

unknown

After all the work was done and our household goods were delivered we noticed some scratches on the finish and notified Dave immediately. He most kindly offered to repair the scratches at no cost. Since they were not really bad, we decided to wait until next summer to have these minor repairs done. His professionalism, and his customer service as well as his reasonable prices are why I am happy to submit this report. I will definitely be calling him again if I decide to do additional work in the future. The only thing I would like to suggest is that the person answering the phone works on his customer service skills specially the way he talks in front of/and to the customers. I was dismayed when he informed us plainly that they "did NOT work on Saturdays". At that moment Dave walked in and we explained to him that we had this deadline as our household goods were to be delivered on a certain date that could not be changed. Although he had plans to go away for that weekend, he immediately agreed to see us on Saturday which was a great relief for us. On another occasion I called to make a payment and asked for the person I was to make this payment to. He told me in a not very nice manner that "he wasn't there" and asked me "why I wanted to talk to him". As soon as I said that it was to make a payment he told me that he would get him for me and passed the phone to this person. He doesn't seem to care very much about the customers and the company. If he was asked not to pass any calls at least he should have done it in a more courteous manner. Otherwise,the work went very well, it was finished right on time, and my floors look great. I am also much appreciative of Dave's kindness and his professional, friendly manner.

Timely estimate. Furniture moving assistance provided at additional cost and included in price provided. Project accomplished in two phases. Phase 1 included family room and dining room. Good vapor / dust barrier installation. Start on Monday with sand and seal. Complete on Thursday with last finish coat. We waited a week for the furniture replacement. Our choice. Second phase followed similar routine. Kitchen, living room and entry hall completed during this phase. Project start 24 October with completion 18 November. Our choice for opting for one week drying time before furniture replacement. Excellent results. Floors first installed / refinished 11 years ago. Current effort by Hatchers resulted in exceptional finish looking much better than original installation. Very satisfied.

To understand some of my frustration, I need to start with why we had them out. Our AC unit had overflowed damaging our wall and carpeting. We had already been through the process of repairing our AC, having mitigation work performed to remove the water and a length of sheetrock cut out and replaced and finally the whole room repainted. The mitigation company was going to charge too much for the wall repair, painting and carpet replacement so my insurance company provided me with names of carpet replacement companies. I had the wall work done by a contractor friends trusted and had great results so was looking forward to the final stage of completion. I checked here and saw that Hatcher's had a very good rating, so I decided to have them provide an estimate which was performed very promptly and professionally. When he said he'd be there at X:00 he was there (left out the time as that was two weeks ago and I don't recall the exact time). The estimate was a good price so I went forward with requesting the work to be done once I'd confirmed pricing with my Insurance company. I then called them to let them know I'd like to pick out the carpet so that I could schedule its installation and pick the paint color to match for that piece of the process. They had someone out that night with samples for my wife and I to choose from that they left with us. So far everything was going as the best possible experience. I had a series of email/phone conversations with their office about the carpet style my wife and I wished to go with. When I informed them which it was I had assumed I was also letting them know that it was all a go. Two round trips with email were required to make it clear that it was actually a real "go" and not just setting stuff up. At that point the carpet was finally ordered, and took close to a week to arrive. Two nights before the installation I'd emptied all the furniture in order to be prepared to allow them to move it easily (it's a large basement finished as a single room, so it was good to get it done early in case it took longer than expected). As it a happened, the next morning (a day early) I get a call around 9-10am asking if they can start a day early as they had received a cancellation. I figure, OK, I can move up the time I'll work from home. They were supposed to arrive between Noon and 1pm. 1:15pm rolls around, and they aren't there. I decide to call the number I'd been contacted with to ask what's up. It rolls to voice-mail. I decided to call their main office. The gentleman I was used to answering the phone answered and had no idea my order had been moved up. While i was on the phone he ran into the same problem I did, he couldn't get through. He said he'd check into it and get back to me. He never called back. Two hours later just as I'm deciding to just head back to work I receive a call from the installer and he's telling me he was out of phone coverage and couldn't let me know he was late. I suggested we just re-schedule for the next day, he begs me on the phone to let him proceed as he'd had my carpet placed in his truck that morning and it would be better to just let them put it in my basement and do some cleanup work removing the old carpet, etc.. At this point, I haven't heard back from the main office and am feeling uncomfortable about the situation, so I call the main office again. They confirmed that they had been in contact with him and that he was indeed the person who was supposed to do the installation and backed him on not leaving the carpet in the truck. OK, that makes sense, but they could store it in their warehouse overnight as my basement, but I agreed. They arrived at the house finally about 30-45 minutes later and began the work - and asked if I could let them do as much as they could till about 6pm. I said OK. He noted that I'd had water damage (carpet was cut out) and I told him about just having had the walls rebuilt and repainted and this was the last step. He keeps saying thank you for doing him a favor but in this whole process I really felt I was being pushed to let this all happen. He has a helper along, looks like a nice young man, at one point I hear a lot of grunting and noise (it turns out they were carrying down the carpet). The young man is huffing and puffing and I actually asked if he was OK, which he said he was, but carrying the carpet had clearly been a strain on him. Once the day's work was done the main installer pushed me to let him get started as early the next day as possible, I told him that 8:30am was my earliest time, but he kept pushing. I finally had to push back and say that I might be back by 8:15 after dropping my kids off at school, but traffic was unpredictable, if he wanted to arrive at 8:15 and wait until I was back, that was fine, but I wasn't letting him in before I left and have him alone in the house while I took my kids to school. The next day he showed up right on time at 8:20 - good sign as I was worried about a repeat of the day before. He begins, the work is noisy (typical for stretching etc.) and is done in a reasonable amount of time. The carpet looks good, but in all this time he still hasn't told me WHY he had been late the day before, Just why he couldn't TELL me he was late. I finally ask him. He'd had an estimate to do in another city, the customer was late, then he hit traffic getting to me... 3 HOURS? Who waits 3 Hours for another customer to perform an estimate after asking someone to push their work ahead by a day and reschedule everything they are doing to accommodate them? Very unprofessional. Once the work is done, I immediatelly notice the pillar in the middle of the room has paint rubbed off at two points one about 5'-6' high (my eye height so easy to spot) and another lower. I comment on this - remember this is a BRAND NEW paint job - he shrugs it off - the carpet was 15' carpet, very hard to manage, should be easy to touch up. I agree, but his attitude about it was irksome. Later that next morning when the lighting is better I realize that there are fingerprints along the wall, and two smears - where carpet or padding had rubbed the walls. I haven't had a chance to see if this will wash off, but with a brand new $500 paint job, this has me upset. Clearly they couldn't handle the carpet rolls they were moving around. Finally when moving furniture to vacuum up the initial volume of fluff any new carpet has in it I ran accross a large gouge in the baseboard in the newly replaced section of wall. I saw what looked like a large electric stapeler used during the tacking process, I can only guess that this was the cause. No mention of this was made to me, but they clearly had to have known it happened. All the marks *I* had to notice, nothing was pointed out to me with an apology, anything. Bottom line, I'm split about the company. The office and the man who did our original estimate were generally very good, prompt except for not getting back to me once things started going oddly. But the final inability to get the work done without damaging my new walls, and then the dismissive attitude about it has me upset, especially once I found the additional damage. It's not the end of the world, just upsetting. Many of their installers might be great, but you might also end up with the man I got, and my documentation doesn't have his name listed, so I can't tell you which installer to avoid.

I only obtained an estimate from Hatcher's.

Hatcher was able to find us enough parquet tiles (that had been discontinued) and replace a large area where a convector had leaked and flooded the floor. They stained the whole living, dining room and hallway so that the color would match perfectly and sanded everything down. Our floor now looks brand new and really fabulous. They also were able to work with the existing floor molding so that no additional touch up would be necessary.

It went very well. They were prompt, professional and efficient, and my floors look so beautiful. The floors are over 60 years old, and had been covered with carpeting for many years, and they now look brand new. I had not expected them to come out so well, I am very happy.

I thought that Hatcher's did a great job. My old beat-up floors look brand new. Having your floors refinished is a time consuming and dusty endeavor. Moving all my furniture off the wood floors and vacating the house for a couple days was worth the inconvenience once I saw the results. I called for an estimate and Ed showed up on time as we scheduled. Ed was very knowledgeable and explained all the different types of finishes available. I had a couple other estimates and then decided to go with Hatcher's based on some personal recommendations and Angie's list. The floor repair job was scheduled for one day and the refinishing job scheduled to start the day after. My bowed sub-floor was straightened and new hardwood was blended into the existing hardwood floor. After the refinishing was completed I can't even see a difference between the new wood floor and the stuff that's 40 years old. The refinishing crew showed up early Monday morning and showed me samples of different stain colors on a sanded area of my floor. I picked a stain and left. I checked in on the progress Tuesday night and the floors were looking really nice. All rooms that weren't being refinished were protected with hung plastic. Smoke detectors had plastic covering them. Thursday morning I received a call that everything was finished. I was really surprised by the lack of dirt/stain/dust after the job was completed. They must have made a real effort to cleanup. The only thing that I'll need to do is some touch up painting which I was already planning anyway.

The flooring arrived on time, as did the installers, who worked ferociously until they were finished.

The first day they installed the floors in the living room, dining room, and foyer. The stairs were installed four days later because some risers were missing from the warehouse. They did an excellent job and were very responsive to my questions.

Job was paid for by insurance company due to water damage from an appliance. It's the best finish on any wood floor I have ever seen or felt. Cleans amazingly well. Dust was well controlled. No damage to house except minimal scrapping along baseboards in some rooms. They came out 5-7 times and it was worth the wait.

We selected Hatcher Floors because they got good reviews online at the Washington Post. Unfortunately the sales person was not very involved. He acted as if he was doing us a favor; I guess the job was not big enough. The work ran two days longer than it was supposed to which wouldn't have been too bad but we had moved everything out of the house so it was an inconvenience. My biggest issue with Hatcher Floors is that no one every came out to do a quality control inspection while the work was being performed. The crew spilled stain on the front porch, that I just had rebuilt, and stain was spilled on my kitchen counter and sink (both of which they covered with plastic). They did come out and spot sand the stains on the front porch and tried to match the rest of the floor but it doesn't look very good. I will say that the floors inside look great, the service was just mediocre.

Refinshing is messy! They did a good job, but understand that there will be sawdust on all baseboards, window sills, etc., and that there will be marks and drips on baseboards and walls.

See above. Very responsive, but we chose another provider based on price.

Hatchers did an excellent job. Their estimate was very reasonable compared to others we secured, and we had seen the quality of their work in another home. Everyone from Hatchers was polite, on-time and efficient. They cleaned up after their work and were very good about letting us know when they would arrive each day. Our floors look terrific!

We highly recommend Hatcher's for several reasons. The price was great -- we had received three different quotes, and their level of professionalism is outstanding. The guys were always on time and were very patient with all of our questions! They let me try several different colors of stain on the floor --which was great. I felt very comfortable having them work in my home and the results were terrific -- our floors look brand new. Ed is great to work with, very knowledgable and has a terrific crew.

It went exactly as Ed (our estimator) said it would. When he gave us the estimate, he informed us as to the process and the length of time. It went exactly as he said it would. The work men were punctual and they came and went leaving everything very tidy and orderly at the end of each day.

They were very professional and there work quality was very good. They made a small mistake, they put on the wrong finish, but they fixed it. They were very good with being on time and were very clean. They did really good work.

I was referred to Tom at Floor-U and I could not be any happier. His crew removed the existing floor and replaced the floor in a day and a half. I received other bids and Tom's bid came in very competitive. The quality of the install is great, his crew was quick and clean. I would use Floor-U again with the knowledge that the job would be done right! One measure I use to determine measure of how good a company is occurs when things go wrong. Let's just say my sub floors are far from perfect and there was a potential problem with a door if the sub floor was not corrected before the floor was installed. Well, Tom's crew notified me of the issue, what needed to be done and provided a efficient resolution and what I think is the best resolution. I would not be surprised if a lesser crew would have just installed the floor and let the door stick.

Hatcher's gave a very competitive estimate, sanded and varnished floors over a 4 day period (faster than expected) using an environmentally friendly water-based urethane. The floors look gorgeous, I couldn't be more pleased.

The project went smoothly from estimate to completion. Tom was very professional and willing to work around our closing and moving dates. The team removed all the old carpet and tack strips, refinished the floors and installed new trim and transition molding - the floors are beautiful.