We hired McQuaid Flooring to install flooring on our entire home - a large project. Although they charge premium prices, about 50% than other flooring companies, we felt they would offer a high quality control and provide premium installation.
But our experience with them was terrible, both in terms of craftmanship and business practices.
We started seeing issues with floor installation early on, with quality not being premium. The first team that came to do one room was fine, but soon, we started to see different teams coming to our home. The quality of installation was between ok and poor. There were large spacing between planks that went far beyond what one would expect and could not be fixed. Sean put some 'filler' liquid but this is not ideal, as the filler will become dirty (gray) over multiple years and installation should have consistent spaces.
A variety of other issues started accumulating. I had instructed him to be mindful of the floor plug that had been installed prior to the floors, but his team splashed leveling liquid all over it. we had to bring back the electrician to fix this. I had asked them to remove certain planks that had large black spots (very easy to spot), but they were installed nevertheless. More generally any instruction I gave him was ignored by the work team.
I soon realized that I got their main team once, but then there were many other teams coming along. Based on my observation of seeing many different teams rotate and conversations with workers, it looks like some were temporary workers or subcontractors that did not have the experience for premium installation. One employee was rude when I pointed out a gap between boards and told me he did not usually work for McQuaid. This was very misleading because the first team was clearly their main team, but then it was quickly switched over. In fact, it looks like the company reserves its best team to work with general contractors, presumably because the contractors check every detail but individual persons get very different teams.
Sean comes to make the sale and do minor inspections but he never does any work himself or lead the teams while they are doing the work. Based on months of contacts with him, I am still not sure whether he had a lot of prior experience or is working as primarily a salesperson.
But worse was still to come. A few months after installation, we realized that some boards were actually 'coming out,' likely because they had not been properly glued. We called Sean again, and he said that it was not his fault and was a board defect. He told us that he wouldn't anything about it and we should just call the manufacturer. Of course, we were never told about these defects when they installed them - further, these are high-quality boards, the manufacturer is not aware of such defects and a board coming out is a problem of installation.
Then, seeing that we did want to be fixed, Sean started saying, months after we made all payments, that we still owed him a small balance. Perhaps we may forget about it if we don't call him about the issues. We were surprised because we had carefully paid all the invoices, so we totalled how much we paid versus the contract. We discovered that McQuaid simply billed us for $700+ extra relative to the terms of the contract, without any explanation or record. There was no explanation as to why or how it could have happened that we were sent invoices above what we had agreed to and I thought we had a trustworthy company that would not require us to reconcile all payments. We also pointed this out and they never replied or refunded the over-payment. I was very shocked by both the process of sending invoices without agreement from us, and then refusing to follow-up.
We also started seeing many planks that were starting to rip, because the team had been too violent in hammering them together. Again, no response from McQuaid flooring: no explanation or even work to reinstall it. All the damage when installing is being blamed on the manufacturer - but why would they install planks that were had broken part and why did they not say anything about this?
In summary, I was very disappointed by the experience with McQuaid. I hoped to have a simple process in which the floor would be well-installed, and would not have to spend hours verifying quality and asking for repairs, or checking whether they invoice what we agreed. If you have any questions, feel free to contact me, and I'll be happy to share more information.
PS: I am including pictures below, various planks that were damaged during instllation or coming out. read more