First, let me talk about the positive aspects. The owner, Dustin is very knowledgeable in flooring…read moreHe helped us pick out the best floor for us. Also every person my husband and I came in contact with at Dreams 2 Reality was very nice. Even with those things said, the experience was awful. The end product turned out beautiful, but my husband I were so infuriated over everything we had to endure, we couldn't be happy about the floor. I can't even rate this as two stars. Basically, this company did not know how to effectively communicate with us, lied to us, and overcharged us for supplies. It has only been 5 days since the floor has been fully installed and it's already separating in our pantry area.
Our work was supposed to start on Friday, July 17, 2020. We never got even a general time from them as to when they were going to show up. Finally, at around 10:30AM, Dustin called and said his floor guy had just shown up at their supplier to get the supplies for our floor and he would be at our house within an hour. Three hours later, after no one showed up or called, my husband called Dustin back and had the phone on speaker. Dustin seemed very surprised that they guy wasn't at our house yet and he said he would call him right away. Bottom line, the guy showed up and said he was sick and would have to reschedule. He said he would be back the next day, Saturday between 9 and 10. But he did leave the flooring supplies with us. Okay, frustrating, but there are some things that can't be controlled.
Dustin never followed up with us. As the owner of the company, I expected him to be more communicative, offer an alternate solution if he had one, or at least explain why he wouldn't be able to get anyone else to help us on that day- just some sort of communication. At 4:00, my husband called him to make sure he knew what was going on and he said he did.
The next day, no one showed up. My husband tried calling Dustin two or three times and left at least one voicemail. He also called the floor guy directly, who said he was still sick. At this point, because we could not get ahold of the owner, we felt we were being avoided. So, my nephew, who was at our house that morning, called to see if he would pick up the phone. He didn't and my nephew didn't leave a message.
Dustin later said he was still sleeping. This is believable. However, if you are a business owner and you already have a customer whose commitment date and time has already been missed once, you should make sure you're in contact with them at the next proposed time. Just a follow up call at 10AM or before to make sure his guy showed up is all we were looking for here.
When he did wake up to return calls, he saw all of his missed calls and called our nephew back first. This is a number he didn't have and was just a missed call. It probably looked like prospective business. I was honestly offended that he would call prospective business first instead of an existing customer who had already been disappointed.
So, my husband raised "heck" and he said he would be by that day to get the floor done. Around 3PM he said he was on his way. Shortly after he arrived, another man showed up to help him. However, they were unable to finish the floor because they didn't have enough flooring. The floor supply place was already closed and they wouldn't reopen until Monday.
This is the explanation we received from Dustin. He bought 180 square feet of flooring, but since he didn't know we wanted the hallway near our pantry done, he didn't bring any more than 180 square feet. So, he needed another box to finish the job.
We told his floor guy we were doing the small hallway, but I guess the message somehow didn't get relayed. However, we also did the math. There were 6 boxes of flooring at 23.38 square feet marked clearly on the box. This is 140.28 square feet, not the 180 square feet he said he bought. Guess how much flooring we were charged for? Clearly on our quote: 200 square feet. So, he needed roughly 160 square feet to finish the job, but charged us for 200 square feet.
Dustin said they would be back Monday at 3PM to finish the floor. At 3:56PM on Monday, he called my husband and said he was on his way. So, the floor did get done that day and it looks great. But, it took four days for a half a day job. My appliances were out of my kitchen and my house was cramped and in disarray for four days instead of one. Unacceptable.
I also should add that they cleaned the new floor up really nicely and really took care to make sure they were leaving it clean. However, they left debris and gluey footprints on my sunroom carpet and old kitchen tiles and trash laying loosely on my side deck.
This was 100% a nightmarish experience from "Dreams" 2 Reality Carpentry. I do support small businesses and will continue to use small businesses for home improvements. But, I would not recommend this company to anyone.
