The floors themselves look beautiful, and I want to acknowledge that. Unfortunately, the finished…read moreproduct does not erase the way this project was handled when several problems arose afterward.
Before installation, we specifically discussed that the crew would move our treadmill, washing machine, and gas dryer so the flooring could be completed. They did exactly that.
During the project, the crew shut off the water to our entire house without notifying us, leaving us unable to use the sinks, showers, or toilets. I did not make an issue of it at the time because they texted me instructions and I restored the water myself the following morning.
They also propped our garage door open using a pin rather than simply stopping it with the opener. When I later removed the pin from outside, the garage door unexpectedly came down and nearly crushed my neck.
The crew also reconnected our gas dryer but left the gas shutoff valve closed, so the dryer ran without producing any heat. I asked the company to simply send someone back to restore the dryer to the working condition it was in before the project because I was not comfortable handling a gas connection myself.
Most importantly, our washing machine lid was in pristine condition immediately before this project and was cracked after the crew moved the appliance. It now requires significant force to close and operate.
What turned an otherwise fixable situation into an extremely negative experience was the response from ownership.
I initially approached the company politely, complimented the floors, explained the washer damage, and did not even begin by demanding reimbursement. Instead of investigating what happened, I was told there was "no proof" their crew caused the damage.
I was also specifically told that the crew moved the washing machine using a dolly, that they never needed to access or apply pressure to the lid, and that they therefore could not have caused the damage.
Unfortunately for the company, I have exterior security camera footage of the move.
After carefully reviewing that footage, it clearly shows members of the crew physically handling the upper portion of the washing machine in the exact area where the lid was subsequently damaged. In other words, the claim that the crew never touched or applied pressure near the top of the machine is directly contradicted by the video evidence.
I also have photographs taken immediately before the project showing the washing machine intact and properly aligned, along with photographs afterward documenting the damage.
Rather than acknowledge the possibility that something happened during the move, ownership became increasingly defensive. I was told they were "not movers," while in the very same conversation I was also told that moving washers and dryers is their "standard procedure" and something they "do regularly."
Those statements simply do not reconcile.
When I asked for the appliances to be returned to the working condition they were in before the project, the conversation escalated further. I was accused of effectively refusing payment and warned about the possibility of a mechanic's lien over a remaining $300 balance (lol) despite the fact that I had never stated I would not pay.
For context, I had already paid the $100 deposit and $2,000 toward the job. The remaining $300 could not be sent until the following day because Zelle imposed a transfer restriction on my first transaction with this company. Once the gas issue was corrected, I paid the remaining balance immediately as required by the contract.
The crew members themselves were friendly and helpful, and the flooring looks great. My criticism is specifically about how ownership responded when legitimate concerns were raised.
Mistakes can happen on any job. What matters is whether a business investigates them honestly, communicates professionally, and tries to make the customer whole.
In this case, I was first told there was "no proof," then given a specific explanation claiming the crew never handled the portion of the washing machine that was damaged. My security footage directly contradicts that explanation.
After I posted my Thumbtack review describing what happened, ownership contacted me again with an unsolicited message about the review. I was told that I had left a "bad review based on an assumption," that the company was "not interested in getting referrals" from me, and that despite everything they had supposedly done to help, "this is what we got from you."
At that point, the issue was no longer simply a disagreement about appliance damage. The tone had become personal and hostile because I chose to publicly describe my experience.
That, combined with the dismissive tone, the refusal to initially address the dryer connection, and the unnecessary threat of a mechanic's lien over a payment I had never refused to make, is why I cannot recommend this company.
