GREAT FLOORS

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This was the result of an insurance claim through safeco. They passed us off to tradepro who in turn passed us off to GreatFloors. The salesmen Steve B kept promising to get us a quote by end of day, and not calling me back. This went on every day of the week for almost two weeks. The salesmen asked if we could remove the furniture and appliances to speed up the install, so we did. For the install they scheduled us for a 1 day install on a Monday. They ended up calling saying they could not make it on Monday so they changed us to Tuesday. When the installer arrived, he indicated the work order had been to install tile on an already prepared floor, not to remove the existing floor and level it. So he spent his first day just removing the floor and leveling it. After three days the floor was installed. After the installer left I checked the instructions on the box for the tile and it indicated it required that you apply a sealant which had not been applied. The box also indicated that a 100 lb roller should be run over the tiles to ensure proper adhesion, this was not done. I ended up buying the sealant myself online and applied it myself. So far none of the tiles have lifted so at least they are holding.

This is the worst customer service I have ever experienced. Here are more details than you'd ever want. The short answer is STAY AWAY from this company. At the request of our cabinet maker, we asked Marc Taylor whether to put the cabinet bases in first or second. He said first, so we did so. The work was scheduled for 5/13. Like a fool, I gave Marc my credit card for the balance when he requested it, trusting the job would be done properly. Marc assured me several times that it was a 1-day job. But the floor wasn?t in until 5/15. This meant we lost our slots for stove installation and counter templating, meaning we were without a stove and counters for an extra week, a major inconvenience. When I called to complain, Marc said he had no idea why it took 3 days. The second day, Dave announced he'd been up all night working on another job and hadn't slept, which may have slowed him down. During the job, Dave insisted that the floor should have gone in first, and that the seams should be heat-sealed. Marc said the opposite. It left us feeling very confused because we have no idea who was right. We trust them to be the experts. 5/15, when the job was supposedly done, we came home to find the floor smeared with something I couldn't remove, a lump under the flooring near the dining room door, a saw mark in the cabinet, and several places where the seams were not level. Rick came out to inspect it on 5/18. Dave came back on 5/20. He cleaned the floor with undiluted Marmoleum cleaner which did take up the smears, though it left the floor very sticky and required several washings to remove. He rolled the seams and said they would fall into place. [Later Ryan said the opposite, that the material expands slightly. Who is right? Once again I have no idea.] He hammered on the lump, which did nothing but mar the surface slightly. I made him stop hammering. Then he lifted the edge and scraped it out. He said the floor would resettle. So I waited patiently for 3 weeks but if anything the bubble near the DR door was worse. I contacted Marc on about 6/11, and Rick and Paul came out on 6/15. They thought it could be fixed. I requested that they not send Dave since he'd had 2 chances, and I felt he was a little reckless with the hammer. Paul ( the manager) said someone would contact me. I contacted Paul on 6/18 because I'd heard nothing. He assured me I will hear from someone. On 6/23 I tell Paul I'm beginning to feel like a fool. He responded that he spoke to Larry on 6/22 and Larry will try to get someone this week. Paul said he will call me. 6/24 I emailed because he didn't call. 6/25 still no word; I emailed again. 6/26 Paul said Larry can't do it for 3 weeks so he was trying to get someone else. He said he was going to get Ryan out on 6/29 in the afternoon, and that Ryan will call me to let me know when. I was under the impression that Ryan was going to fix the problems, but no one told Ryan that. I said I could be home by 3, or anytime after 1:30 if I was given an hour notice at my cell phone number, which I supply. 6/29 I was home by 2:15 to find a message on my home phone from Ryan. By then Ryan was not willing to come back. Plus he said he was only going to assess if it can be fixed or we need to start over! And he talked about heat-sealing again. 7/1 Ryan came by and fixed all the bubbles (by now there were 3 areas) and evened up the edges a bit. He told us that he would speak to Paul about a product we might put on the floor to seal it and even out the edges further. I have emailed Paul 3 times since then, adding Marc to the last emails, and have gotten NO response. This is the worst customer service I have ever received. I believe I've been more than patient with this. It's been more than TWO MONTHS since this job was supposed to be finished.

July 2015: The install remains incomplete. * The Marmoleum product is great. LOVE the color and texture. * The installer didn't READ the instructions and laid kitchen and dining rooms in different directions. They butt-together! Nobody else seems to notice, but I spent weeks looking at flooring samples and I DO NOTICE. There is a DIRECTION, or grain, to the coloring. The store Manager came to view the installation and agreed that several aspects were unacceptable. We agreed to a partial fix, but they have yet to complete it. The partial fix was a custom trim strip. I had to go to the store 3 times to choose colors, then the Manager waited weeks to place the order. Each communication w/the store Manager may take weeks; he does not delegate, then says "he's been out". Emails and phone calls for assistance from Corporate offices go unanswered. I've called all the way down to someone in Marketing, trying to find SOMEONE who will help me.....no dice. FYI: when you buy flooring, ask questions! Read books! Watch YouTube How-To's! KNOW what to expect for your money. The store that sold the material may/may not employ the installers; they are often independent contractors, and may not subscribe to the store's policies. In this case, I thought I had preformed adequate diligence in asking questions about how the install would progress and what the finished product would look like: I was satisfied with the answers, but that is not what I got from the installer! I've installed sheet flooring before...I should have done this myself and saved the money and frustration. July 27, last-ditch effort to get completion!: 3 installers came out as a group, stood around for a bit, said "Uh, we've never seen this before...we're not quite sure what to do" and "No, I didn't bring the under-cut saw, didn't you?" I sent them away. I'll figrue-this-out myself. I just read someone else's review dated July 22: my experience with Paul has been the same as yours. Communication is slow, slow, SLOW. Paul would go weeks without responding, which is why this has taken 10 months....good luck! FYI: I made 24 calls all-together to people at Ggreat FLoors Corporate, too. They don't answer their own phones, do not return messages, or respond to email, so you won't get any help there.

We ordered the vinyl on 6/4. He said it would be in no later than 6/9. He called me just this morning to say it came in. Now we are looking at 5 more days to get it installed. This has been delayed twice so we have to wait an extra 8 days to get the vinyl.

It was very good. They provided a quick service with a good follow thru. I would recommend them.

The installer got grout on the walls, but when I contacted Great Floors, they paid to have the walls re-painted. The installer damaged a counter top, but when I contacted Great Floors, they replaced it. The product was flawed. There was a manufacture’s defect in the Mannington product. The product was replaced at the cost of Mannington and Great Floors. . Original date of install was 12/13/2013 and the replacement was finished February 24, 2014. Even though they stood behind the mistakes, I was hoping for a smooth transaction. A combination of the installer, and the product created a less than desirable experience. The floor is beautiful, the new installer re-moved and replaced and the job turned out just as it should. So, a happy ending. Great Floors did stand behind the product and the workmanship.

The salesman at the store was very helpful and no pressure. He had a lot of experience in the flooring industry and gave me lots of helpful information. The installers arrived on time, worked quickly and did an excellent job. I would not hesitate to use Great Floors again.

We visited a couple of flooring companies prior to going to Great Floors Kent showroom, but did not come away with the same comfort level. Rob Takehara sat dowm with us and UNDERSTOOD what we needed. The installation for all rooms was completed in one day the following week by Bob and MIke who were both proffesional and courteous. Bob and Mike were back the following week to repair a tear in the kitchen floor which was caused by the idiot owner. The repair was flawless.... This whole experience was a pleasure from start to finish.

After shopping around at several Carpet Stores for new carpeting in my recent condo purchase I settled upon Great Floors in Kent, Washington. Immediately upon entering the store I was greeted with a customer service team representative (Rob) who was very willing to help me with my carpet purchase. He did not pressure me to buy over my price limit and steered me toward quality carpet for my 850 sq ft condo. I needed something that was in stock and could be installed rather quickly as I had a short timeline. I picked carpet that was available and the CSR phone a service who would come out and measure for the carpet I was purchasing. He was very prompt to call me and set the appointment and showed up on time. After all the measures were taken he explained the layout and the linear square feet needed for my install. Call my rep at Great Floors and we ordered the carpet and I drove back down to pay and schedule installation. My CSR was again very helpful in scheduling a date around the holidays that worked for all parties involved. The installers arrived on time, performed a quality install job and I am very please with the outcome. I will continue to purchase flooring from Great Floors in the future.

They did a pretty good job. I was very pleased with what they did. They were on time and were ahead of schedule. It worked out well. There was a misunderstanding with the installation process but that was ironed out.

We just had our laminate, tile, and carpet installed by Great Floors of Kent Washington and I wanted to share how happy we are with it. I can't say enough good things about Great Floors. I loved that the person who did the measurements was the one who was going to do the installation because he was able to answer a lot of questions I had, and I liked knowing in advance who would be doing the installation. We have had many home services in the past and things never went smoothly. I was so afraid that the new floor installation was going to be a nightmare but was I pleasantly surprised. We chose Great Floors after getting an estimate from another company whose estimate was much higher and the product selection much more limited. From the very first email contact I made with Kristen Borgman till the very last detail of installation, I was highly impressed. I had been putting off having our floors done for two years because I was so overwhelmed with the whole process that I kept putting it off but everyone at Great Floors made the process so easy. Kristin was wonderful with her product knowledge, Rob was amazing when he took over for Kristin mid-way through our project, Peter and his crew were fantastic and quick with the carpet installation, and Alex and his crew were incredible with the laminate and tile installation. Everyone of them were so kind, thorough, and wonderful. Having workers in our house and our house torn apart for almost a week could have been very disrupting for us but Alex and Peter and their crew made the installation so easy. They never made us feel like we were in their way, they worked around us and our dogs, they showed up on time, and were very enjoyable to have in our home. I can honestly say that it was a pleasure working with them. Being a business owner I appreciate outstanding customer service and was highly impressed. We will be using their services again when we are ready to have our kitchen counters done. I highly recommend Great Floors!

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