Floors USA — Local services in Upper Merion Township

If I could give Floors USA 10 stars I would : ) So sit back, grab a drink and read this lengthy review. They did such a good job it deserves this review. My Wife and I had a wonderful experience working with Floors USA on our new hardwood floors. Natalie is so AMAZING! She has such a great attitude and sense of design. Not pushy at all, just helpful. Also, her communication is top-notch, responding to calls quickly. When our new wood arrived to acclimate we thought it was the wrong product (a lot of people do this, haha). So we called Natalie, sent her a picture of the product and she quickly confirmed it was correct. The real issue was we had the wood sitting in our dining room, which is blue. The bounce light from the blue walls made the wood look more ashy. We checked the wood in more "natural" light and it was perfect. Not enough good things can be said about Natalie, she's our go-to for floor design now. Lori is super helpful as well. Scheduling all the installations and communicating at each step. I always knew exactly when the guys would be here. Between Natalie and Lori you never feel forgotten. They always make you feel like a priority which is awesome. Mike and his team of installers are experts at what they do, its that simple. Tulio, Wes & Henna were very kind people who care about their work (hopefully I spelled their names correctly!). They arrived prepared and got straight to it. Wes did an amazing job of laying down the floor. All the lines and selections just look so clean. Wes would ask us periodically if we liked the pieces he was putting down to ensure we were happy, which was great. Tulio did all the baseboard cuts and transitions to perfection. Even transition/custom pieces for rooms that didn't get the new floor. No spot was missed or ignored which shows their attention to detail. Again, very respectful, hardworking and experts at what they do. They were here for 2 days and made sure to cleanup nicely before leaving, which I appreciate. We've got two young kids and two dogs so keeping the houseful "semi" functional was important. Please don't forget about Mike either. Such a nice guy with loads of experience. He has a great eye for spaces as well so his feedback is a great addition. As you can imagine my wife and I are ecstatic about the new floors and could not be happier with the final product! Their beautiful and quite the upgrade from our older laminate/vinyl flooring. We'd encourage anyone looking for new floors to visit Floors USA. In my opinion they are superior to the competition in every way. Personable, Not Pushy, Easy to work, Knowledgeable, Respectful and . . . Affordable (that's a big one). We have nothing negative to say about this entire experience....

Long story short: Sales team is great. But it cannot make up for the chaos and disfunction that is the installation side of the business. An awful experience. Details below, and attached photos.

First off, my wife arranged to work from home for the installation of tile in our small bathroom. They never showed up. The install team claims it is the sub-contractor's fault and they will not continue to work with them as a result. We call them and continued to speak back and forth on the phone to try and smooth everything out and she stated I would receive a phone call the next morning to make sure we were all on the same page. I never got a phone call, despite leaving a message, but they finally showed up around 10. We were surprised it was the same installers as the day before considering my conversation the day before.

We were very patient and flexible, and I honestly could have let this all go as these things happen, but after the first day of installation, I got home I noticed a few issues and things that had me concerned.

First of all, my neighbor is annoyed with me, as they left a pile of tile scraps in their front yard. In addition, I have bits of tile all throughout my front yard too. Just a big mess. (see photos)

As for the tile install:

There was plenty of lippage (tile sticking up) throughout the bathroom.

The grout is different colors throughout the floor. It looks as though the floor is then old or dirty. (see photos)

They used grout between the tub and the floor. This is not correct as it should be caulked to prevent water intrusion. (see photos)

-They installed the baseboard either poorly or in odd ways throughout the bathroom, and it looks terrible. (see photos)

One of their install people repeatedly apologized, came to my home and took a look at the install and agreed it was bad and that they'd be back to fix it. I was very calm and understanding at the time and simply asked that they send a new team and not the same guys to fix this job. They agreed to this.

When they come to fix the job, of course it is the same guys I asked not to do the fixing work. They tried re-grouting and still did not get it right. They did not caulk as they should of. And they left grout on my freshly painted walls somehow. When I called back this time I was furious. The assistant manager said they would call me back and provide a small refund to me. As you can guess, I never got a call. A 2 day job turned into a 3 week ordeal with back and forth phone calls. I unfortunately will never use this...

The man who was my contact did as good a job of educating me in making sure I was well informed as I have built much of my home myself but had never done a hardwood floor. I have learned over my 63 years few people in this time know much of anything when it comes to working on their own home. This is great if your a contractor and those that fit this have only themselves to blame. It's a generational thing. When I was a child we built treehouses and even once took a side shaft lawnmower engine and turned an old row boat into a motor boat to cruise about the lake. Most of the work I've done since buying this home I did myself. New casement windows, sidding, plumbing and electrical ect. I never did anything other than tile as for flooring. Jim did me the service of delivering the Teakwood too my home and after we unloaded he stayed and gave me all I needed to know about installing a hardwood floor. The sort of information you just dont find in a book or on line. Throughout my experance a couple questions did come up and although the "deal was done" Jim returned my call and rather than give the one size fits all answer first asked why I had the question or concern. Only then did he take the time to tell me what I needed to know in order to move forward in the best posible way insuring I did this job right. Truth is seldom do we find that willingness to go beyond the sale to help a customer. For this reason as well as price vs.qualty I intend to do more business with Floors USA. I would recomend anyone who is interested in doing flooring consider this company. You can be assured if needed you will not be left to figure things out for yourself. Although my experence is limited too the one individule I think I'm safe in saying if needed they will be there for you. The floors look great and soon I will begin the staircases. My only regret is not having done this sooner! The Teakwood looks fantastic and will be here always. Teak is the wood used on the deck of my fathers sailboat and stood up to sun and salt water for many years and is largely the reason I choose to install this in my...