We were referred to this company by family members who had a positive experience, but unfortunately…read moreour experience did not meet the same standard.
The initial estimate went well, and we were assured the job could be completed professionally, including installation of new baseboards (painting was not expected). The young lady in the store that helped me when looking at flooring was wonderful as well. However, issues arose during installation and after that highlighted gaps in communication, workmanship oversight, and customer follow-through.
On the day of installation, the crew arrived unprepared for furniture removal despite it being clearly listed on the invoice, which resulted in unnecessary confusion and my husband having to assist before returning to work. The crew's demeanor was noticeably standoffish, and there was a lack of clear communication throughout the process.
The flooring itself was installed, and to be fair, the quarter round was corrected and properly flushed to the door jambs after we raised the concern. However, additional finish issues remained. The door jambs had been cut too high, leaving visible gaps that were initially suggested to be addressed with caulking. A later attempt to correct this using wood filler was poorly executed, left residue on the flooring, and still did not bring the area to an acceptable finished standard.
The crew left the home without notifying us or completing a walkthrough, despite being asked to do so. Follow-up occurred only after my husband raised concerns. When the estimator later came out, there was no acknowledgment or apology for the issues, and responsibility for the workmanship was minimized rather than addressed. We also had to specifically request written confirmation of both the manufacturer warranty and the workmanship warranty, rather than this being provided proactively.
At this time, we are awaiting the written workmanship warranty and manufacturer warranty documentation and are monitoring how the remaining workmanship concerns will be addressed under that warranty. I will update this review if further contact is required or if these warranty matters are resolved appropriately.
While the job was completed, the lack of quality control, accountability, and customer care shown by Daryl and his employees makes it difficult to recommend this company based on our experience. I was really hoping that this transaction would have went differently because we do have plans to complete flooring in the rest of our home.
Update: Today, my husband went to the office to submit a cashier's check to pay the remaining balance on our account. Unfortunately, the interaction was met with deflection and a lack of professionalism from both Daryll and the front desk staff. This further highlighted an ongoing breakdown in communication and organization.
At this time, we still have no clear guidance regarding the Mohawk manufacturer warranty for the flooring, nor have we received a written explanation of what the workmanship warranty covers beyond the brief "2-year warranty" notation listed on the store receipt. As paying customers attempting to close out our account properly, we expected clearer documentation and more consistent communication, not a "Oh you don't need that we have been around forever," when asking for a warranty description in writing. Again, based on our experience, I will never recommend them.
