Utterly disappointed in our most recent Williams experience. Having a good experience with two prior flooring installations, we decided to use Williams again and expected the same level of service.
Unfortunately, it was not the case this time. Not only did we, the customers, have to contact the flooring manufacturer directly to verify our stairs were done improperly, but when we contacted Williams to resolve the issue, the staff argued with us and said they'd need contact the manufacturer. The stairs were redone. Williams staff should have ordered the correct materials from the beginning. Perhaps coincidentally, a new charge showed up on our invoice after the manager stated we would not be billed for the work to fix the problem.
After the stairs were redone, we quickly noted poor workmanship in the form of a stair nose coming off, after waiting the recommended curing time, and a large visible gap exposing the wooden stair riser underneath. After we were accused of causing the stair nose to come off, Williams finally agreed to fix the latest issue after a face-to-face request and multiple calls, during which on one call Williams hung up on us when we expressed our dissatisfaction.
When staff came to fix the remaining items, we inquired about the gap. The solution proposed for an incorrect cut was to fill it with generic caulking or a reinstall at a later date. We paid for quality work, not quick fixes, and we didn't want to kick the can down the road with this company anymore. In the end, it was agreed that we would fix it ourselves and the extra charge on the invoice would be removed. However, this agreement involved getting into an argument with the staff member which escalated in front our children to the point of asking him to leave our property. Very disturbing.
Throughout this entire 3 month experience, Williams staff have been unprofessional, unreliable, and argumentative. Not once have we received an apology, and we've been treated as an inconvenience the whole time. All we wanted was good work and customer service.
We are thoroughly saddened by this experience. We prefer to support local businesses, especially in a small town like ours, but this is a local business we can no longer support- by purchasing furniture or flooring- as we continue to remodel our home. read more