Tompkins Flooring

I just got Luxury Vinyl Flooring in my little condo here in San Juan, and I couldn't be happier. I walked into Tomkins on a whim (I've been wanting to do my floors for 13 years; just couldn't figure out how), where Gary was so wonderfully "Jersey" (?) and confident. He came out lugging a bunch of sample boards and let me keep them a few days and walk all over them. I picked the one I liked first off in the showroom! But it's nice to be sure. Then he did the measuring, got me a great quote, and it was easy. Victor & Alex came to install. They were efficient, tidy and easy to work with. I had a billion questions and kept calling Courtney. I'm afraid I was "THAT customer." But he was kind and patient and wonderful. And when I didn't like the way something looked... they came right out and fixed it. Their dime. Even when it was my change of mind. If you're like me, and have a hard time making up your mind, trusting people to do stuff right, and have loads of questions... Use Tomkins. They treated me and my little 1,000 square foot job like I had a McMansion. I can't recommend them highly enough. I love my floors, and the whole experience of getting them installed was far easier than I had anticipated!

It went very smooth and am completely happy. The works actually showed up early and work was completed in 3 hours. Everything was cleaned up nicely.

I recently concluded a challenging, and mostly negative experience with Tompkins Flooring. At the onset, I was looking forward to a professional flooring installation, and then writing a great review about this company. Then came integrity issues, numerous mistakes, work promised but not performed, reluctant workers cutting corners - you name it. They told me that after my job, they fired my carpet installer. I'm not sure they fired the right person(s), because what others did regarding the tile job was far more egregious. For example, I had several small rooms converted from carpet to tile. I specifically requested and added to the contract that baseboards be removed and replaced; baseboards were to sit on top of the tiles, not next to them. The evidence proves they failed to do so. As soon as I discovered their error, I brought the contract to their attention. A truly professional company with a passion for integrity, excellence, and customer satisfaction would have acknowledged their mistake and fixed it. Tompkins Flooring chose not to. They chose to defy the contract, as though contract language was irrelevant. They told me their tile people don't do baseboards - only their carpet people do them (actually, one of their tile workers did remove one baseboard - he promptly broke it in half). In their eyes, adding plenty of grout where the tile doesn't horizontally reach the baseboard looks fine. They're wrong. Their results look like the mediocre homeowner DIY (Do-It-Yourself) job I was paying to avoid. Then came the breakfast nook tile flooring that extended 2" into my den. Why? Was it laziness (fewer cuts) or mis-measurement? They argued with me, and said don't worry, once I put the furniture back, no one will notice it. Really? I had no idea Tompkins Flooring does such shoddy and unprofessional work. They offered to hand cut 2" off the 8 feet of tile that borders the carpet, but that would have left me with 16x18 tiles in an area that should be 18x18. And most likely would have created an uneven border. The correct way to fix their mistake would have involved pulling up all tiles in the kitchen and breakfast nook, and starting from the beginning by cutting 2" off the first row of tiles along an opposite wall. Almost every day, I was confronted with problems or issues that would likely have never occurred with seasoned professionals. For example, on Day One, I requested that the tile veins be laid parallel to one another. The very next day, I audited their work and discovered two tiles that were not. Polished tiles were to be installed in the entryway; non-polished everywhere else. Upon arrival on Day One, the crew didn't think to put tile types into separate stacks. Apparently the Day Two installer didn't know the difference in tiles (the same worker who broke the baseboard as noted above). He erroneously and randomly installed 7 polished tiles in my breakfast nook. So, due to a lack of training and simple procedures, the crew incurred significant rework on Day Three. And then there were the behavioral issues. For example, on the tile crew's final day, I was kind enough to let the crew borrow my shop vacuum (why did they come to my house so unprepared?). I even let the crew leader's wife use my restroom. Yet when it came time to seal the tiles, the crew leader vehemently complained that he did not want to move my desk, refrigerator, and washer/dryer to seal those tiles - he just wanted to seal the visible tiles. I spoke with my sales person, who then phoned the crew leader. By the time the crew leader was done yelling at my sales person over the phone, he could have been done. My philosophy is this: if you've decided you can't behave professionally, and can't do the job correctly without being constantly forced by adult supervision, then get out of my house. I have no use for you and your short-cuts, or your company. Let me call in a real professional to do the job. The carpeting job had its own issues. For example, the sales person promised that the carpet installer would fix squeaky floors upstairs. I was elated. But less than an hour into the job, the carpet installer defiantly said no, he does not do that. I called the sale rep, who then called the installer, and now the installer agreed to fix squeaks. However, he now said he didn't have any screws. OK, I called his bluff. I went out to my garage, and got him a box of drywall screws. I later discovered he had his own screws all along. And yes, there were more surprises and issues from him. How can a homeowner possibly trust and respect a company like this? When you visit Tompkins Flooring, look at the layer of shielding on the pink, upgraded padding sample (if it's still there), and listen to them convince you that you are getting that same, exact padding to put under your carpet. Then compare it with the actual padding they install in your home. The shield layer is completely different (almost non-existent). The store sample is a complete misrepresentation. I had a similar issue with the color of floor tiles. Yes, we all know tile colors vary from lot to lot, but my photographs confirm that their store sample wasn't even close to what they actually installed. If they had been attentive, they would have caught this and brought it to my attention prior to installation. It's clear to me that they really didn't care. One of their competitors informed me that they pull samples from the lot to be installed, and have the customer confirm the tile choice prior to sending it out with a crew to install it. This mitigates surprises, and is a great way to build customer satisfaction. The pattern that emerged portrays a culture of mediocrity and lack of professionalism. As I brought issues to their attention, the sales group made excuses and claimed that this is not who they really are. They're wrong. Their behaviors and work output reveal exactly who they are. Fortunately it's not all negative. The carpet job looks very good. I would categorize a number of their employees as solid professionals who excel at what they're doing, and care about customer satisfaction. And near the end of the process, they did make a few token gestures to try and appease me. But they fell way short. My baseboard areas are still all wrong (except for one), and every day that's all I see. Along with an extra 2" of tile extending into my den. And the left edge tile step rise that now doesn't match the right edge ... Dealing with mistakes and immature behaviors was one thing. But I cannot accept their deliberate defiance of our contract - specifically, the failure to R&R baseboards as specified in the contract. I trusted Tompkins Flooring. When a company fails to honor its contract - especially after being advised of its error - it exposes flaws in its core value system. Customers suffer, employees suffer. It's a lose/lose situation. Why choose to create such a disgraceful environment? I was told that the group handling my project is relatively new to the company. They are in need of training and development to become true professionals. If words like integrity, excellence, and customer satisfaction mean anything to you, I encourage you to shop elsewhere for your flooring needs. Don't let them fool you (like they did me) into thinking they will honor your contract. This review is a consequence of their decisions. The professional outcome I was promised failed to materialize, and has left me extremely angry and disappointed. Visitors to my home are now receiving a lesson in tile floors and baseboards, and how to distinguish mediocre from professional results. The lesson also includes tips on strategically placing furniture, to hide those flooring short-cuts Tompkins Flooring hopes you don't catch. So, can anyone recommend an honest, responsible, and professional flooring company who will install flooring as the customer and contract specify? A company that successfully drives customer satisfaction by achieving the professional results the customer requested and paid for?

unknown

My husband and I went into the showroom and Frank was very helpful and knowledge. We picked our flooring and had an appointment scheduled right away. Frank also allowed us to take home large samples so we could compare how the different flooring looked in our home. The installers were 30 minutes late on the first day, but they finished the work on time.We had to have them come back to fix one of the steps and that was completed promptly. I was very satisfied with the finished product and would recommend this company to anyone looking for a fair price and an honest company.

unknown

Tompkins is great to work with!

Ultimately, I did not choose Tompkins.  I went with another local flooring company solely based on a personal reference, but that was the only deciding factor.  Jim provided a very competitive price and I would certainly recommend this company to anyone pursuing new flooring installation for consideration.  Additionally, even though I went with another provider, Jim still sent me a thank you note in the mail for considering his business - true client service!

Carisa is very knowledgeable, professional and patient. She measured our space, made suggestions and spent time with us at the showroom. The installation is flawless as well.

We initially called Tompkins and spoke to Rick Imler who was extremely helpful, friendly, and professional.  He accommodated and coordinated with our busy schedules to come out to our home to assess the situation after we had a flood from suddenly broken plumbing upstairs.  Rick's years of experience are evident by his sharing of knowledge around all the various products available, and pros and cons of each which is very helpful in making a decision on what to choose (since there are endless choices out there that can cause more confusion if left on your own) much easier than we expected, and provided samples to take home to check out with our decor.  Once we decided what we wanted to go with he scheduled time for Marco and his crew to come out when we requested, and they did an awesome job spending the whole day here until the job was done.  We had movers move most of the furniture to the garage except for the beds and some other odds and ends which the crew was very helpful with breaking down and putting back after the carpet was installed.  So far we have found no problems with the job, and it looks beautiful.  We are going to have to cut an 1/8th to 1/4" off the bottom of most of the doors, but we kind of expected that would happen anyway.  We would hire Tompkins again in a heartbeat, and would recommend them to friends and family.

I had very good results with them. I would highly recommend them because they were trustworthy and very professional. I used Jim, he got Tom, the contractor, we had water damage on the slab and they just took care of it. They're not supposed to but they did. I feel they have a very fair price. I would definitely use them again. They took it all out and they had a mess to clean up after. The other company ripped me off so that's why I would just go with a company that's been around for a long time and Tompkins are one of them. It could have been a little cheaper but it isn't and I wasn't going to look around because I was afraid to go a little place around here. I wouldn't use anybody again but Tompkins because they do know what they are doing. They did a professional job in installing it, taking the old floor out and clean up. They were really good and I was really happy with them.

 Tompkins sales rep (Carisa) assisted me choosing carpet color and weave, measured the house and scheduled the installation date.
On the date scheduled she, with her installation crew went over the details as what was to happen with the installation. The crew moved the furniture, removed the old carpet (Prior to the installation date I moved the small, lite items), installed the new carpet, cleaned up, and replaced all the furniture. All went according to the schedule with excellent results.  I highly recommend Tompkins..

I liked the woman that I dealt with in their store and that came out to give me advice about what tile to use and all of that. She was very good. I would consider hiring them again in the future.

I asked him to give me an estimate for my home.  He came and measured and asked me to come to the store to get the pricing, which I did, twice, and each time I asked that he give a price for my entire home.  He never contacted me again.  I then went to another company and had a great experience in professionalism and price, saving myself quite a bit.  He did me a favor by not contacting me and I will never call Tompkins flooring again, but I will call Direct Carpet in Mission Viejo.  Ask for Joe.

I was pleased with them. They were professional and didn't really try to hoodwink me. A lot of people come and promise the world and all that and then they fall flat on their nose. But they were more upfront. They were very punctual.

They called me from Tompkins Flooring and told me they had the wood for me. Two guys showed up Monday, 11/11/2013 9:00 morning and by 2:00pm the floor was installed and it's beautiful and I am very happy with it.

The girl who helped me was very knowledgeable, positive, took my order, and let me take some samples home. They came on time and finished the installation in a timely manner.

Jim did a great job explaining our options in terms of carpet types and grades.  They offer a huge selection.  Price was good, and the installers did a great job.  They were very careful moving our furniture.  They even took apart and reassembled our 4 post bed!
The new carpet looks and feels great.

Excellent experience at the store and the carpet selection process. They allowed us to take many samples home before making a decision.
Salesperson was very professional, wasn't high pressure and very helpful. Install was scheduled and installers were on time. The install met our expectations. The installers could have done a better job in replacing the furniture and network/alarm cables, thus the B in quality.
Overall a great experience. Their professionalism was several notches above any of the other companies we contacted..

David Werner was very professional, courteous and thorough.

Our sales woman was great. Took the time over several days of decision making with wife and I both individually and together to select product.  Work performed on schedule when promised.  Installers moved all furniture without problems.
Do shop here if you want a company that adheres to contractors laws regarding down payments and installment payments.  other stores wanted payment in advance to measure house, then required 50% down payment!