At first they were great. They installed carpet in 5 bedrooms and a runner on steps, and also…read moreinstalled hardwood, and sanded, stained, and finished the lower level hardwood. I had a big project. In fact, this project was $12,000. So you can imagine if you were in my shoes, when you pay $12,000 for something, you'd expect to get what you paid for.
They did the carpets first, then the hardwood. But while installing the primary suite closet, they discovered the carpet was cut wrong, and the "project manager" Corey said a seam down the middle of the closet would not look good, and he's re-ordering the right cut carpet so there would be no seam. Great! Exactly what a great company should do. That came, they installed, all was well.
They proceeded to the hardwood. Well, after they were "finished" we discovered stain splattered on the trim, two scratches in the newly stained and finished hardwood, and stain on part of the brand new carpet they just installed. They came back and cleaned up the trim. They ATTEMPTED to
clean the stain out of the carpet but as any smart person would suspect, that was a failure and left us not only w/a stained carpet, but they wore it down from trying to scrub it out.
As far as the scratched hardwood, they NEVER came back to finish. I paid for new hardwood, they've left me with scratched hardwood. But this isn't even where they are at their worst.
When discussing the stained carpet with "Corey the project manager", he said I "only have two choices" which was patch the stain, or remove a strip of the carpet, but I would have a seam. I told him we both know a third option is to replace the carpet and he repeated "you only have two choices". I told him how I didn't pay for a carpet with a steam down the middle of the room. And you know what he said? He said "that's how all carpets are cut and all have seams". Like I'm some type of idiot. I would LOVE for Eco Pioneer Flooring to explain to me how a seam down a primary suite closet was so unacceptable for Corey that a new carpet was re-ordered, and how they had no problem re-ordering a brand new carpet, but a seam down one of the bedrooms was somehow the only option. Absolutely ridiculous. Not once in all my experiences of getting new carpets for homes has a seam ever been acceptable down the middle of a room - something Corey himself admitted.
Corey said they would re-order a new piece of carpet that has a seam down the middle. As pathetic as that "resolution" was that he suggested, what really makes this company horrible is not only did they not fix any of their mistakes, but they completely stopped responding to me. I have texted and called, and they've chosen to not fix their mistakes.
What makes a company GREAT (not good, but great) is how they fix mistakes. People are human - things happen, mistakes happen, and people are imperfect. I know this as I have almost two decades worth of working w/contractors and doing numerous renovation projects. It happens. But it's how a company responds to this and fixes it so a customer gets what they paid for and is satisfied with what they paid for.
Eco Pioneer Flooring's website states:
"Cutting corners is not an option at our company." This is false advertisement as demonstrated by Corey trying to cut a corner by attempting to give me a "patch job" vs delivering the quality product I thought I was paying for.
"We do everything as thoroughly as we can, from the beginning to the end. No excuses and no shortcuts allowed." Clearly they are not thorough as I should have not had to point out scratches and splattered stains - THEY would have and fixed it proactively. As far as no short cuts, a patch job, and not fixing their mistakes, is trying to take a short cut. Also, as mentioned above, they did NO prep work to protect the work area. This is absolutely taking a short cut. Again, this is false advertising.
"We'll work our hardest so that we meet your most challenging goals". Not coming back and fixing their mistakes is absolutely in no way meeting challenging goals, or working their hardest. In fact, they don't work to meet the customers goal. That was my experience.
"We believe that buying flooring should be easy and fun! It should leave you happy and satisfied, with money in your pocket." I am completely an unhappy customer and Corey knew this the last time we talked. Again, another example of false advertising.
I could continue on. The gist of this is, this company got my project 95% right. The other 5% that THEY MESSED UP could have been easily fixed and they chose not to. In fact, they chose to not even communicate with their customer. There are FAR too many companies to choose from. This is not a GREAT company. Unfortunately, I can't even say a good company given what they have left me with.
Eco Pioneer Flooring should be ashamed of themselves for being careless and unresponsive.
