ROGER'S FLOORING

Wasn’t my choice to hire this company. New build home and they were contracted by our builder. Flooring/carpet under warranty and they will go to any lengths to NOT honor the warranty. Bryan would never return calls. If you got lucky and he answered the phone he would do whatever it takes to “call back” and never do so. Also, schedule and cancel visits for inspection at last minute. Had no customer service skills or respect for the fact that time off work was taken to accommodate the visit. And without going into too much detail the issues we were having were minor and likely due to a poor install. Under $300 in labor cost. Material wasn’t an issue as we had extra from the build.

He did a good a job.  He was on time and answered all our questions.  He is trustworthy and cleaned up when he was done.

Laminate flooring  was installed, over cement, in a kitchen and dinette area. Samples were ordered from the

manufacturer. The cost estimate was accurate and competitive. The installation was timely and very well

done. Good detail work. But the time between down payment and installation was 4 weeks.

Our experience with Roger's started very well during the flooring and tile selection process.  While the Vice President of the store (VP) was a little hesitant to work with the budget provided by our contractor, in the end he was helpful with selecting quality materials to be used at just over our original budget.  So we were very pleased during the selection process.  One issue we discussed during the selection process was whether to put in a runner on the hardwood stairs since we have little children and cats.  VP suggested if we were not sure that we do not put the runner in because if we do it can never be removed due to irreparable damage done to the stairs.  So we argreed not to put a runner in on the stairs.

All was procedding well until about a week before closing when the carpet was being installed as one of the last construction steps.  We went out to review the flooring to unbelievable seeing the carpet from the bedrooms being used to create a runner for the stairs.  As is stated above, this was not what we wanted and VP agreed this was not what we wanted and recalled stating putting a runner in would cause irreparable damage. 

It was at this point the relationship with Roger's turned very negative.  When calling to try to work out with VP what was going to be done to fix the stair runner situation, VP kept telling us he would call us back (but would not).  It was not until we got our realtor and contractor involved were we able to get VP on the phone.  In the end, VP relunctantly fixed the stairs after trying to talk us into keeping the runner.  Very disappointing and the only snafu during our entire construction process.  We can still see where the staples were put in for the runner 3 years later.

Tiling has been the other issue.  About 6 months after moving in the grout in our master shower started to disintegrate.  After talking to VP at Roger's, he said this was normal excess grout coming out and nothing that needed to be addressed.  However, after a few more months the tiles inside and outside the shower started getting water under themand coming up.  Therefore, something had to be done.  At this point, we attempted to contact VP with the response he would call us right back.  However, again VP never called back until our contractor requested he call us back. 

At this point the shower tiles were replaced because VP said we had chosen too large a tile for a shower (even though he made all of the recommendations).  At this point the tiles were replaced and re-grouted for free by Roger's flooring.

The grout started coming out again in the master shower about 9 months later at which point we paid to have a 3rd party come in and inspect and re-tile the shower.  At this point we were hoping the issue was resolved by the 3rd party (at an expense of $2000) but again the issue happened 9 months later.

At this point Roger's agreed something in the base of the shower might be wrong but after inspection said nothing appeared to be wrong and they agreed to re-tile again if if we agreed to buy new tiles to put in.  Again, major communication issues and we had to get our contractor to call VP and ask him to call us.  The relationship was very sour at this point and while we didn't want to work with Roger's, we were foreced to.  The shower base was eventually re-built and the tiles replaced and re-grouted (at this point we had to buy new tiles and pay for the materials - not covered by insurance since this was due to poor craftmanship).  More money out of our pocket.

Fast forward another 9 months and low-and-behold the grout starts cracking again.  Since Roger's agreed to warranty the shower re-build for a year we called them with again responses of I'll call you back without a call back.  After pestering numerous times, they agreed to repair the crack.  However, after a few more weeks the grout was cracking again.  Again we called VP and the Service Coordinator (SC) with no call backs after the first few tries.  We then had an appointment with SC set-up for him to come out and take a look on a Thursday at 2:00.  Well, SC never showed up for the appointment and upon speaking to VP later that night (who said he was going to figure out what happened and call me back - again no call back - and VP was very apparantely annoyed with me over the phone even though I am still the customer), SC eventually called back and said he thought our appointment was on Friday.  Friday came and we got the excuse a truck broke down and someone was not feeling well so we re-scheduled for Monday.  Monday came around and SC was still sick so wanted to delay until Friday.

Eventually a few weeks ago the grout was repair with a silicone grout that is more flexible.  However, we have more cracking occuring today and have come to the conclusion we need to just put in a plastic base to resolve the issue as we no longer want to attempt to work with Roger's flooring.

Now I will say our carpet in the bedrooms is beautiful and very well done.  And the hardwood flooring is awesome and we have had no issues with it.  So these are the positives of what has been a very disappointing relationship with Roger's flooring.

We are currently working with our contractor to finish a 3rd floor on our house.  We have mandated the contractor find a different flooring company to use and I would consider anyone reading this review do so as well.

Rogers Flooring
27 W 743 St Charles Rd
West Chicago, IL 60185
Tel: 630-231-8500
Fax: 630-231-8563

Much of the carpet in our home has come from Roger's Flooring. Quality and service generally has been very good. The company slipped a bit this time, however. Salesman understood the type of carpeting we wanted, made suggestions and ordered carpeting for us. Because we were hoping to coordinate a new home computer network and new furniture with the carpeting, there was no rush on the order. However, when we failed to get any delivery updates from the salesman, I visited the store and asked for an update. Turns out production was scheduled for the next week. But after no updates on the order and, therefore, no installation scheduled, it took three or four more calls to have someone at Roger's look into the production schedule. Ultimately, the carpet was delivered and installed -- and looks fine. However, we had to put too much effort into seeking delivery information.

They were supposed to pull out a stove to put the wood floor underneath it. They did not do that. They weren't willing to help me out.