Flooring America in Jacksonville, FL Closed now

Reviews about Flooring America

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  August 03, 2020, by Emily Doidge
  I hired Flooring America in November 2016 to install tile and carpet in a condo that I had just purchased. I had a very tight timeline to get the job done before I had to move in my furniture and they were the only company I spoke to that could complete the job in time. The salesman I worked with was challenging, and that’s being generous. My mother spoke with him first while I was at work, to establish that they could complete the job within my timeline. From then on, she was the only person he would speak to. If something came up, he called her instead of his paying customer. When I expressed a concern, instead of answering my questions he told me “Don’t worry, your mom and I talked about it.” I was never once treated like the customer, despite the fact that it was my money and my project. He was incredibly condescending throughout the experience. Due to the HOA rules in my building, upstairs units are required to lay ¼ inch of soundproofing beneath tile. I understand that it may be an unusual request, but as an HOA requirement there was no way around it. Kevin was combative and incredibly difficult to talk to about the situation, insisting that they shouldn’t need to do it, that they would just lay down what looked like a thin layer of plastic that was nowhere near ¼ inch. It wasn’t until I told him it was a deal breaker and he would lose my business without the ¼ in underlayment that he relented. I believed I had found the correct product to use, and he ordered it without further question. When the underlayment arrived I realized that it was not the required ¼ in thick and needed to be replaced with cork. It was my error, however, I can’t help but believe that if Kevin had listened to the needs of his customer and worked with me instead of against me that the situation could have been avoided from the start. He assured me that the product could be returned and that I would receive a refund in about a month. It has been 6 months and I have STILL not seen a penny of the $1000+ I paid for the underlayment. Each time I call he assures me that he is working on it and will follow up with me in a couple of weeks. He never has. I am now out both the product and the cash. No follow up when messages are left for the store manager, either. Additionally, I am still not convinced that the carpet edge that was laid against the tile is correct – there are gaps between the carpet and the tile, large enough to stub a toe on. The contractor they sent out after I called about the problem stated that it was because the tile was ¼ inch higher due to the underlayment, but I have a very difficult time believing there is absolutely nothing they could do to raise the edge of the carpet ¼ inch and create a smooth transition. They have been unwilling to work with me to repair that issue as well, simply stating that they did what they were supposed to. The only positive thing I can say for this company is that the contractor they hired to lay the tile worked tirelessly to get the job done on time, and did a beautiful job with the tile floors. Next time, I will go straight to this contractor and skip the middle man. Very frustrating company to work with.