Bisbee's Flooring Center

We visited Bisbee Flooring to discuss options for a large remodel. We spoke with David (owner) and he was very nice and helpful. We decided on LVF wood planks, LVF tile for bathrooms, carpet for bedrooms and carpet for stairs. We were ready for install a few months later, but unfortunately when David’s flooring crew showed up, they had the wrong tile. This had to be reordered which delayed the install. We told David we wanted the tile to be installed in a diamond pattern. When the correct tile finally arrived, they installed one bathroom in a diamond pattern and the other in a square pattern. We decided to live with this mistake as to not delay the project further. A few weeks later they installed the carpet in the bedrooms. When we looked at the carpet it appeared much grayer than the carpet we choose in store. When we asked David about this, he suggested that it was probably just the paint color in the rooms. He then told me that 50% of men are color blind. I decided to take a sample back and as it turns out, I’m not color blind. The wrong carpet was installed. To David’s credit, when we told him the wrong carpet was installed he didn’t hesitate to say that he would replace it for us with the correct carpet. This caused another delay of 2 weeks, as they had to order the correct carpet, tear out the wrong carpet and install the new carpet. Lastly he said he would install the carpet for the stairs last week Wednesday/Thursday. By Thursday afternoon the carpet wasn’t installed. I called David and he promised it would be installed Friday. It was not installed Friday. I called him again and he vehemently promised it would be installed Monday without exception. Well it is Monday evening and no one has showed to install the carpet. I called David and he said he would call back - but that was hours ago and no call. I’m not sure how else to compel David to finish the project besides writing this review. The multiple delays and mistakes have cost us financially and delayed the project by almost a month. Throughout the process, I’ve had to repeatedly call David/Bisbee Flooring to ask them to finish the project. Their lack of communication has only made the problems more frustrating. Because of the delays, mistakes, lack of communication and general unprofessionalism, I would not recommend Bisbee Flooring in McFarland to anyone with flooring needs.

The carpeting install went great. Taila at the store was very helpful with selecting options. It was installed on time and correctly. The backsplash, however, turned into the project from **** and we regret using Bisbee’s for that work. Even according to David, Bisbee’s owner, the backsplash should have been a simple project. Unfortunately that wasn’t the case. First off, the installer showed up and was missing the adhesive & trim pieces and worse, had NO clue where the backsplash was going in the first place. As such, it was installed incorrectly and he ended up cutting the glass tile around a window opening so it looked very jagged. We were told by Bisbee’s that glass tile should only be cut as a last resort as it pulls off the colored backing on the tiles. The installer was also extremely unprofessional, requesting that my husband text him where the tile should be installed, complaining about how he was now delayed for other projects that day and giving unsolicited negative opinions on our tile and grout color choices. We knew the install wasn’t going as planned from the get-go and called our contact at the store several times that day to relay our concerns. I wish they would have sent someone out to double-check or told the installers to stop working instead of just reassuring us that it was being installed correctly. They could have saved themselves (and us) a lot of extra work had they listened to our concerns. David came out to look at the work and agreed it wasn’t done properly. He said he wanted to make it right so they’d have a different installer come out to tear out and reinstall the tile. Unfortunately, we had very different ideas on what “making it right” means. He said they would contact installers and be in touch. The next week I contacted the store to follow up and was told they still hadn’t heard back from installers, but they should know something in a few days. After those days passed, I called the store again and was told it would be a few more days before they knew. This went on a few more times. They never followed up with me. I was always the one calling for updates. Finally a whole MONTH after it was initially installed, they asked if the original installer could come back to fix the work. We agreed to that with the stipulation that David from Bisbee’s would be present while the re-work was being done. The morning of tear out/install came and David from Bisbee’s was nowhere to be found. I called the store when they opened and was told he was on his way. When I mentioned the installers had already been at our house for 1.5 hours, I was told they weren’t aware they were coming so early. Bisbee’s set up the install time and I have emails confirming that so I’m not sure why they were surprised that work was being done at that time. He finally arrived after all the tile was installed and, obviously, after we already had to explain how we wanted the work done. We aren’t tile experts (which is why we hired Bisbee’s in the first place) so David should have been there to manage the project like we agreed. Unfortunately, the lack of professionalism on the installers’ part continued and my husband overheard them talking behind my back and mocking me after I had instructed them on what needed to be corrected. We shouldn’t be disrespected like that in our own home and we shouldn't have had to deal with the installers in the first place. That's the whole reason David was supposed to oversee the tear out/re-install. They had to come back the following Monday to grout the tile (even though we were originally told it would be done later on the install day). They told us it would take 2 hours. Instead, they ended up running out of grout and were at our house for 4.5 hours (with 2 guys working). The backsplash does look great now but getting to that point was a painful process. Overall, customer service was AWFUL! I would not recommend them to anyone, which is unfortunate because we really liked working with them until it came to install time. They did end up giving us a credit (much less than what we requested) but that didn't even cover my husband's extra 1.5 days off work to stay home and babysit the installers, let alone compensate us for all the trouble. If anything goes wrong, it’s clear from our experience that Bisbee's lacks follow-through and will only reach a resolution on their own time. They certainly did not go out of their way to make it right.

Awesome work!!!! The installer was very meticulous and did an awesome job!!! The complete experience with Bisbee's was Great!!!! Customer Service was GREAT!!!!!!

They said they would re-stretch the carpet for free. When we called them, they said it would be at a cost. The quality of the installs was perfect. The workers were friendly. We had no problems with them. They should be more clear on their re-stretching policy.

They always do a good job. On this job they went above and beyond what they normally do. They arrived on time and finished quickly. We have been using them for at least ten years and we have always been pleased. They have reasonable prices and are always responsive.

I called to discuss my needs. The rep recommended I use a rubber pad, since it absorbs less water and I sometimes get some wetness in this location. He came and measured promptly. I then went to the showroom to select my carpet, and we again discussed options and costs for the pad. I said "I'll take the rubber pad," and he then wrote up a hand-written quote showing my carpet selection, the pad (rubber), and the cost. I called about a week later to schedule the work. On the installation day, they arrived about 2-1/2 hours late. I went to check on progress after a couple of hours, and noticed that they were busy spreading out the pad - the wrong pad. It was felt (the workers called it horsehair), not the rubber that was quoted. I told them to stop working while I called the office. When my rep was available, he called back and tried to tell me that the felt wouldn't absorb water either. I said that I wanted the rubber pad per the quote, and he agreed. The workers took out all the felt, and after another delay of about 90 minutes, returned and finished the job properly. Meanwhile, I grabbed a sample of the felt and of the rubber, weighed each one dry and then wet, and found that the felt holds 7 times its weight in water, while the rubber holds less than one times its weight. Was this an honest mistake, or an attempt to slide in a cheaper pad hoping I wouldn't notice. I'll never know for sure, but it was certainly very unprofessional to tell me that the felt wouldn't hold water.

This was the second time in 3 months that I have had Bisbee's install carpet in my home. The first time, there were problems with the lower level carpet install. Bisbee's owner David came out to my home and without any hesitation, agreed that the entire carpet needed to be replaced. When the replacement carpet came, it had a slight manufacture's flaw . David said that was unacceptable and would be sent back. I suspect other places would have told me to just live with it. I picked out a different carpet and like they say - third times the charm. That was installed perfectly and looks beautiful. I was so happy that I went to Bisbees. Teri was awesome helping me pick out the carpets for both my lower level and bedroom. It was very apparent that my satisfaction was important to both David the owner and Teri who is their designer and top notch sales person. I would highly recommend them to anyone looking for flooring of any kind. They have a great selection at very competitive prices and believe me, I looked all over Dane Co. Stay away from the big box stores, the mom and pops have the nicest selection, best prices, and personal service with genuine satisfaction guarantee.

Teri was very easy to work with and very flexible about installation time. The tiler, Steve Jackson did a great job getting the pattern perfect and the transition pieces to match. Love the tile and carpet.

I was very disappointed with the results of the installation. The seams were unacceptably visible in several places, clearly sticking up in the air. The promised installation date was delayed by about 10 days, waiting on the delivery of the carpet. I understand the delivery may have been outside of their control, but I was very clear in stating I needed the work done promptly. If they were unable to provide the type of carpet I wanted quickly, I wish they would have given me another option. I contacted them to make them aware of my dissatisfaction. One of the owners came out to offer a solution. Every suggestion he had would not have improved the seams and may have, in fact, made it look worse. I would not use them again.