We hired Creek Stone Resurfacing (Ryan Van Horn) in July 2023 to install nearly 2,000 square feet of flooring throughout our home remodel. Less than two years later, large portions of the floor have failed and continue to do so, despite his assurance that it would stabilize.
The job was completed on July 31, 2023. We followed the move-in instructions we were given, including protecting the floor during furniture placement.
By early September 2023, we noticed bubbling and texted Ryan. He initially suggested the problem was "efflorescence" in the concrete, but no testing or documented technical evaluation was provided to us at that time.
From there, the situation worsened. We documented and reported:
* a large bubble in the guest bedroom
* a raised blister in another room that cracked
* cracks and flaking in the living room
* deterioration at expansion joints
* additional failures under area rugs
* new bubbling and spreading failure in other rooms over time
After many attempts to get a response, Ryan eventually came out months later, but again attributed the failure to underlying concrete conditions rather than taking responsibility for the installation itself.
What has been most frustrating is the pattern that followed. From the onset and over the past three years, any substantive response from Ryan came only after public reviews were posted, rather than through direct outreach alone.
In later written communications, Ryan continued to say he believed the failures were caused by moisture, efflorescence, or movement in the concrete substrate, with no substantiating proof. At the same time, he offered repairs only as a "gesture of good faith" or "courtesy," not as a warranty obligation. He also stated that:
- he wanted negative reviews removed as part of resolving the issue
- he expected us to be responsible for removing furniture and replacement of baseboards - costs that would be much higher than the initial contract cost
- the original warranty period would remain unchanged even after the repair (translation: he would not warranty his own repair!)
In a later repair email, he outlined a plan to repair but still said the work was only a courtesy and again tied scheduling to removal of negative reviews.
We remained open to a practical resolution and asked for a written evaluation and repair plan that addressed basic technical issues, including objective moisture testing, manufacturer-approved repair procedures, product confirmation, containment and dust-control planning, responsibility for moving furniture and replacing baseboards, temporary accommodations if needed, and whether any repaired work would carry a new written warranty. We have not received a sufficient response that gave us confidence the floor would be properly and durably fixed.
At this point, our experience has been a long pattern of floor failure, delay, blame-shifting, and conditional repair offers rather than accountability. Based on what we experienced, I would not hire this company again and recommend that homeowners use our experience as a cautionary tale. read more