Updated: We are in the middle of a floor replacement and their is not a word in the english language to describe how bad this has gone. Although in an effort to get the word out, I will do my best.
We engaged Sonya at Peek's (Flower Mound) in May of 2019. After a pleasant initial experience we finally decided on a plan to replace the entire floor in our 3500 sq.ft home. A large ticket item as you might imagine. When the floor job began, it took a bit longer than expected and was not a completely pleasant experience. Although we understood that a venture like this was bound to be difficult. That's when things started to go badly.
Within a week after completion we noticed some obvious defects in the flooring. We invited Peek's to come over and offer a remedy. All the time having to impact our schedules to host different representatives. After weeks of going back and forth with Peek's we were told that the manufacturer would not support a replacement of the floor. This led to a further push from us until finally the manufacturer (Shaw) supported our contention and allowed Peek's to replace the floor.
Once the "second attempt" was scheduled - the nightmare reached another level. Both my wife and I are busy professionals, so managing our jobs as well as monitoring the job we paid for became increasingly stressful and tiresome. Peek's apparently does not assign "one project manager" to a job so that fell to the paying customer (us.) Since the job requires different teams for demolition, alternate break fix and then installation. They all seem to be under contract labor via Peek's, so if any issue occurs during one phase of the project - it falls to the paying customer to manage - because Peek's seems to wash their hands of the project after you pay.
To be clear, Sonya did her best to stay involved - but unless we were managing her to urgency - things stalled or didn't get done, or done correctly. This was a constant with every representative of Peeks we interacted with (Sonya, James and Richard)
We're now going on two weeks since the new job started.
The demolition job didn't go well. Specifically, the the demolition team the Peek's selected to remove the defective floor wasn't qualified nor prepared to do the job. When the removed the flooring they actually destroyed large portions of the sub-floor. When we noticed the literal holes in the sub-floor we once again had to compel Peek's to correct an issue they created. They then brought in a carpenter who had to lay plywood on top of our subfloor. During our inspection of the work (cause now we're managing a job we paid nearly $30,000.00 for) we noticed weak and bouncy spots in the plywood) we had to initiate another call with Peek's "quality control" manager -James to discuss the needed changes. We ended up paying a flooring inspector to verify that his method had integrity. Once that was finished we were ready to move forward with laying the wood on the second floor.
Unfortunately we ran into episode 5 of the saga when we were notified that they "didn't have enough of the needed wood" to finish the job and it was going to be another week before they could even start completing it.
My school age children are currently sleeping on mattresses on the floor in my office and my wife's as their rooms are under construction with no end in sight.
We begun work on January 6th to complete the floor and it was "completed" on February 6th. Due to all of their bad oversight and planning we had our house in turmoil for a month.
It is clear to me that Peek's has no interest in customer satisfaction and more interest in "passing the buck" when their customers are upset. I get that they leverage sub-contractors and manufacturers to deliver their customer solution - although when you pay a provider, you expect that they will take ownership of the solution to completion. They seem to be good at passing you along to someone else who didnt engage in the transaction with you.
I would research other providers before engaging with Peek's read more
