Custom Floors

My wife and I hired Custom Floor to complete a floor and countertop project in our newly purchased home. The scheduling and picking out of material went very well until it came time for install. The office staff did not communicate our requests to the installers at all. Throughout the project it was a disappointment. The install team was very nice and polite but were told very little of what they would be doing for us. So they came unprepared daily. At first they were told to go ahead and install our countertops without allowing my wife and I first to view the slabs (which should never happen). The salesman called back stating we should just "trust him" and have it installed anyway. We'll we didn't. Once we viewed the slab and OK'd it they installed and didn't round any corners. The installers then proceeded to argue with us, the customers, that no we never wanted them rounded from the beginning. Again, a breakdown in communication between those who took the order, and those doing the work. Next we called to follow up on when our backsplash was being installed and were told we never ordered one. My wife and I took pictures of the tile we wanted, countertops we wanted, AND backsplash we wanted all in the same day and submitted to the sales associate. WHO is standing in the very pictures from their store! You cannot say we never ordered backsplash when you are standing in the picture of the product I ordered. So, the backsplash install is pushed out due to this error. Next our floor for the upstairs was 'lost' and had to be special ordered and come in via train. Custom Floors stated they would install well before my movers were scheduled but they failed to follow up on when the install would happen until day of move. Mind you, the floor was supposed to be done by now and on the day when my movers are arriving we get a call that the floor would be installed that afternoon with no advance notice. Now that the work is done, we are unable to speak to any of the schedulers or sales associates as all internal associates on the project conveniently no longer work for Custom Floors anymore. The quality of the work the installers did was top notch, but these people need to get their act together in the office.

Everything was VERY professional. The crew was very well trained and right on time. They cleaned up and finished their work in 21/2 hours. They encountered 1 little problem (with the way our cabinets had been installed 27 yrs ago) They gave me two options and the one I chose worked out fine! I am so impressed by the whole process. The man who measured, the man who sent us pictures of how each cabinet top would look and the crew who did the installation.

I think their sales person could have been more knowledgeable. She struggled to get us the right product from the beginning and was incorrect on some of the pricing. 

They did a wonderful job with the work once they us got the correct product.

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Excellent results. Installers were very professional. Work was done when promised.

unknown

Installers did not follow recommended procedures for measuring the moisture content of the sub flooring, flooring and relative humidity in the house before installation of the flooring.  Standard procedures require 20 measurements for every 1000 SF of flooring and only 2 were taken, and measuring the relative humidity of the house before installation - this was not done.  Within 6 weeks the flooring was severely cupped due to excess moisture in the home which would have been determined if proper procedures had been followed.   It took 4 years to reach a settlement with the Custom Floors, the flooring distributor and manufacturer that the responsibility of measuring of the moisture content of the home environment was not the responsibility of the homeowner - but the responsibility of  the installers.   
Custom Floors was not responsive to requests from the homeowner and/or the builder for negotiating a settlement - it was not until the distributor and flooring manufacturer were involved that any progress was made.  
I would do not recommend that company for hardwood flooring installation.

unknown

Everything went well from start to finish!  Rodney was very patient with me and my slow decision-making as to which color I wanted to purchase.  He was a pleasure to work with!  The gentlemen who came out to do the template were very knowledgeable and professional, as were the installers.  I couldn't be more satisfied with my experience with Custom Floors through this granite process (fyi, I am very particular and have high expectations).  They exceeded my expectations!

The hard wood was completed first and had several issues/boards that needed replaced. Very hard to get this accomplished The first set of installers were taken off the job, they then came back into my house, when I asked them to leave they tried to fix their mistakes and refused to leave until I called the installation manager (Matt who was the only person at the company who was nice to work with); so I had two men  who had been told to not come back in my son's room refusing to leave. When all was said and done they did replace the boards that had been damaged due to poor installation, however I had to pay for those boards which were in excess of 20 boards. In addition even though they "don't use glue" on installation there was  a white film on a lot of the wood that the installation manager had to get on hands and knees with murphey oil soap and scrub (until his thumb/finger were raw) to get off).
 Jerry Hall came out to my house to observe the problems and walked in and preceded to walk right past me to shake my Husbands and Fathers hands..Made it apparent to all of us he did not respect or wish to do business with women. Even said to my husband when will you be back in town so I can just deal with you, my husband had to say "My wife is perfectly capable of handling this".  We asked if we could just get our carpet somewhere else due the poor work on hard wood issues, he stated that we signed a contract and would have to pay to get out of the contract. He(Jerry Hall) was extremely rude and VERY disrespectful to women!!  He initially refused the repairs, however did eventually agree to replace the boards that had been damaged due to poor installation. 
Custom floors has a year installation warranty.. We have found several holes/ areas where the carpet does not meet the wall on the steps, we waited until the 10-11 month mark to call to make sure that we did not have any other issues, after our experience we did not want to have to deal with them more than once. My husband called approx 1 month ago and left a message for Erin who was our sales representative. I am disappointed to say, but not surprised at all that they have not called back yet to come look at the carpet and repair the installation. 
We went with them because they were 200 dollars cheaper than their competitor who use their own installers(for the exact same hard wood and comparable carpet).. I 100 % would not do it again the disrespect, and poor work, and time spent trying to get the job done correctly was not worth the 200 dollars we will NEVER go with them again no matter what the savings is.

We have been working with Custom Floors to update our home. Between February 2014 and May 2014 we spent $28K at Custom Floors. Our first couple of projects went smoothly: quality, professionalism, and responsiveness were as we would expect when spending such a large amount of money. On May 8th, 2014 we decided to hire Custom Floors once again to replace 1,269 square feet of flooring in our living room, dining room, playroom, hallway, and three bedrooms with Shaw 3/4and quot; solid oak wood floors from their showroom. On May 27th, 2014 the wood floors, 3/8and quot; underlayment, and moisture barrier were delivered to our home. We were then told install would begin the next day. We questioned the scheduler but she assured us the floors would be acclimated. We then called our salesperson, Jen Flegel, who told us that the floors would be acclimated and that moisture reading would be done. On May 28th, 2014 the floor installation began. We had some concerns about the moisture reading (whether they were even done, if they were within spec, etc.) - so we called Custom Floors. We were told that a Field Superintendent would be on site - she never showed. On May 29th, 2014 we were told the Field Superintendent would be on site to address our growing concerns - she never showed. On May 30th, the last day of install, a Field Superintendent, Matt Brown, did arrive on site and addressed our concerns. Matt reassured us that moisture readings had been done and that the floor was okay to install. There was also an underlayment board in the entry of the house that was bowing / arching. Matt actually wrote on the board and signed his name asking the installers to better secure the underlayment. We also told Matt that after the underlayment was laid and the installers had left on that first day of install that some of the nails and screws were actually popping out of the floor - which we fixed ourselves. This did not seem concerning to Matt. On the last day of install there was a shortage of underlayment because it had been unnecessarily / mistakenly installed in the sunk-in living room. The installers left and came back with more underlayment which they then installed with no acclimation time. Once the installation was complete on that Friday evening we noticed that the front door was dragging across the entryway floor when opening and closing. The bow that we had noticed with the underlayment at the front entry seemed to still be present. Additionally, we had been told by Jen that our wood floors would be at the same level as our tile floors (purchased and installed by Custom Floors). This was a big concern of ours and one we had paid extra for - we had decided to purchase solid floors and the additional underlayment to ensure the outcome. The final outcome was not so - there is a 1/8 - 1/4and quot; slope/ramp at each transition. We called Custom Floors on June 2nd, 2014 expressing our concerns and disappointment. Our concerns were not addressed. We called Custom Floors AGAIN on June 9th, 2014 expressing our concerns and disappointment. On June 11th, 2014 Jen and Jerry Hall (owner) came out to our house to address our concerns. Jerry told us that the transitions were within and quot;industry standardand quot; although we had been assured by Jen that the floors would be absolutely level and flush. Jerry agreed that the entryway flooring was bowed and said that he would either raise our door or try to fix the bow. Although disappointed by the quality and imperfections - we accepted this answer and looked forward to correcting the front entryway. Over the next 3 weeks our floors began dramatically warping. The floor boards gapped at the ends- up to 1/4and quot; (the tongue and moisture barrier visible in places), cupping throughout (imagine an ocean), splintering on the edges of the boards, peaking (two boards colliding and creating a peak) in several places, and at least one nail/screw popping out of the middle of a floor board (seemingly from the underlayment because of location). We called Jen and asked her to come out to our home again. On July 18th, 2014 Jen and Susan (Shaw Representative) came to our house, took pictures, and submitted a claim to Shaw. On July 29th, 2014 an independent wood floor inspector hired by Shaw came to our house to conduct an inspection. We were told that we would get a phone call from Custom Floors and a copy of the inspection within 30 days. That phone call never came. We went into Custom Floors to ask for the inspection and Jerry told us that the inspection says there is a moisture problem and Jerry speculated that our crawl space is the cause. We were not given a copy of the inspection. Septmeber 10th, 2014 we had a crawl space specialist inspect our crawl space. We were told that we do not have a wet crawl space, that the subfloor under our house is dry, that the moisture barrier should shield from any moisture, and that if the crawl space were wet enough to warp solid wood within a few weeks that the drywall in our home would be wet. The drywall is completely dry (we have no baseboards so the sheetrock at floor level is exposed). We called Custom Floors and spoke with Jerry again. We asked that he come out personally and look at the floors. We asked that he bring a copy of the inspection and the moisture readings taken the first day of installation. On September 25th, 2014 Jerry and Matt came to our house to inspected the floors and crawl space with the crawl space specialist. Moisture reading were taken. Our crawl space was dry. When exiting the crawl space we noted to Jerry that he was patting dirt off his pants and not wiping mud. Jerry stood by his opinion that our crawl space was moist and had caused the damage to the wood floors. He went on to say that any floor that we install in the house will become damaged from the moisture. However, we removed wood floors to install the new ones. The old wood floors were not warped, cupped, or damaged in anyway. They were only being replaced because we could not find a match when extending the flooring. Additionally, 650 square feet of our house has ceramic tile floors that Custom Floors installed several weeks before the wood. We have had no issues with the ceramic tile floors. The crawl space specialist ensured Jerry that there is no moisture problem. We asked for a copy of the inspection and the moisture readings from the first day of installation - Jerry had not brought them. Jerry said he would get those to us. Jerry then asked us to wait 30 days to see if our floors became flat or corrected themselves. As of today, October 18, 2014 our floors look the same way they did a few weeks after install: entryway floor is bowed, our door still drags across the floor when opening (this issue was never addressed), the floors throughout the install are cupped, gapping, peaking, splintering, and there is a nail sticking out of the middle of one board (in our playroom). The floors have not become more damaged nor have they corrected themselves since the damage was first noted. We do not have a copy of our floor inspection or of the moisture readings from the first day of install.

UPDATE: Shaw contacted Custom Floors and asked that they supply us with a copy of the inspection. We received a copy of the inspection on October 21st, 2014. The inspection shows no defect in the manufacture of the Shaw finished wood floor. The inspection also states that moisture would have caused the finished floors to warp. The inspection goes on to say that there is no evidence of water or moisture in our crawl. The inspection concludes saying and quot;Before beginning the installation of any hard surface flooring product, it is the responsibility of the installer to determine that the environment of the job site and condition of the sub-floor involved is acceptable and meets all requirements stipulated in the product installation instructions.and quot; Per a conversation with Jen Flegel on October 23st, 2014 she revealed that there is no record of moisture reading being done in our crawl prior to installation nor to the new subfloor installed by Custom Floors (present underneath all

Custom Floors has a fantastic selection of materials at many price points. I can't complain about the quality of the product (though I do think it is expensive compared to some other providers). However, I will never again use Custom Floors and I can't in good faith recommend Custom Floors to other customers due to their lack of professionalism in the face of unfortunate circumstances.
My husband and I finalized our entire Custom Floors order and approved all related prices on January 8, 2014. I do not know when Custom Floors actually placed our hardwood floor order, but I was informed in early March that the shipment might not arrive in time for our mid-April close date. I went to the store on March 7 and picked out 4 alternate flooring options and sent those options to Custom Floors on March 10. At that time, Custom Floors estimated that our initial selection would be available on April 1 - which would give us just enough time to complete installation and move in to the house on time. My preference was to use our original selection, but I wanted to provide suitable alternatives to Custom Floors in the event necessary. On March 21 I was informed that our initial selection would not be available April 1.... now it was anticipated to arrive April 11 - which did not meet our timeline. By the time this information was passed along to me and my husband, we had just over one week to find a suitable hardwood flooring selection that was in stock and would be available by April 1. We ultimately did find an alternative that arrived on March 28 - however the cost was ~$1,500 more than the initial selection.
Custom Floors accepted ABSOLUTELY NO RESPONSIBILITY for the events that had unfolded, and would not agree to cover any portion of the additional cost. I am extremely disappointed with the service provided by Custom Floors - their lack of communication and the absence of any type of proactive problem solving or ownership of the process is inexcusable. I will never use Custom Floors again.

Had to make two trips with a week delay for carpet because they did not order the correct amount. Hardwood installation mediocre. Price was good but installation poor. Salesman did not follow up or ask if satisfactory--he was done with us when the sale was made.

Their showroom is something to see! Many great products and ideas for all areas of the home. Jen was an excellent designer to work with on the project. Owner, Jerry Hall, very professional and cares about this clients. Highly recommend!

Eric was the salesman we worked with. I very much enjoyed working with him. He was very patient and helpful in choosing the type of wood. He also took a lot of time to answer all my questions and make sure I was comfortable with my decision. Eric was a great communicator and kept me up to date on the status and follow up. It is beautiful engineered hand sculpted hickory flooring. The floors are absolutely beautiful. Jeff and Cleave were the installers, they were perfectionists and did an amazing job. They had to custom fit the wood around our fireplace. They floor curves perfectly around the fireplace. They gave the kitchen an extra professional touch by putting the actual wood underneath the cabinets between the floor instead of inexpensive trim.

Perfect; everyone was professional and did a great job.

After a visit to the show room Eric T. came to the house to measure and worked up a formal estimate for us. We scheduled the job around the Thanksgiving holiday which was a couple weeks from receiving the estimate (could have gotten it done sooner but didn't want to distrupt the holiday due to guests coming.) The crew arrived as planned and were very clean and respectful of our home. The job took a week. We are very happy with the work they performed and the floors look great. We were a little worried that the wood floor in the hall would not match the existing wood floor but they did an excellent job matching the pattern, color and finish of an existing floor. We will likely use Custom Floors again to do some tile work for us in the near future.

Fernando was out installer and he was fantastic. They were cost effective. We put in Shaw carpeting. If you take in a competitive bid, they will work with you to match it. We went with a top grade pad to protect against pet stains. They have many different options. Fernando was a one man show and ripped everything out, moved furniture, and left no damage at all. He was very efficient and did the entire house in one day. I was amazed at the quality, it was not a rushed job at all. He has been doing this for 20 years and definitely knows what he is doing.

They were awesome! Rodney came out the same day I called to measure and gave us a quote that was less than another contractor we were using for bathroom tile replacement. We paid the 50% down payment the following week and they were out a few days later to template the tops and make the kitchen countertop cuts. Crew was very professional, curteous and made sure they didn't leave a dusty mess!
It was a different crew that installed the bathroom tops but they still had the same level of professionalism. Put down tarps over carpet they would be walking on and communicated with me on what they would be doing and gave me options on how they would cut the holes for the faucets. They made their onsite cuts in a weeded area next to my driveway instead of on my driveway to keep the dust and debris to a minimum. Backsplash in the girls' bathroom was measured correctly during templating but I would guess that the saw operator back at the plant just cut it the same as the ones in the master bath. It didn't look right but the installer said they would change it out and left the smaller piece there so my daughters wouldn't get the back wall wet. They came out a week later and put in the new backsplashes that were the perfect height.
I would use them again because they seemed knowledgable, gave us options to choose from and were conscious about costs. They did what they said they would do and the quality of the materials as well as the installation were above average.

The people we worked with were very professional when we were at the store. However, our experience once we left the store was bad. They were very slow to return phone calls. I had to call 2-3 times to get a response. But we ended up ordering the tile through them anyway because, while we could have gotten a better price on the Internet, we wanted to use a local company we (thought) could trust in case anything went wrong.
I placed the order and was told they had confirmed the tile was in stock and would arrive in plenty of time for our contractors (who were already part way into our bathroom remodel job).
I called on the day the tile was due to arrive - and the four following days - and was given the same speech (and quot;It should be here any day nowand quot;, and quot;I'm sure there's no problem and we don't call the manufacturer until the shipment is several days overdue anyway.and quot; etc.)
I finally got a bit and quot;pushyand quot; and got my question elevated. That same day I received a somewhat curt call from the president of the company indicating that, in fact, my order had never been placed. I asked him to get the shipment overnighted (because we were now at the point that the bathroom remodel was on hold waiting for this tile). He refused, indicating he was not going to pay overnight shipping fees for such a small order. He agreed to get it shipped as quickly as possible.
The tile arrived ~3 days later and was hand-delivered to my house (which was a nice touch).
I have since asked Custom Floors to refund the shipping we paid (since the tile arrived so late and our order was never placed), but they have not responded to either of the letters I have sent to their offices.
We will not use this company again and do not recommend it to our friends.

The process went very smooth, from choosing the granite to the making of the template to the installation. Everyone was very professional and the quality of the work is excellent. We are very pleased with our countertops. The only complaint I have is the information we were given on the sink states that both sides of the sinks are 8" deep and , in fact, one side is 10" deep, which I am not crazy about, but we will live with it.

Contracts were signed for Tile backsplash and Granite countertop on September 28, 2011, with a deposit of approximately 50% of total project cost which was $6,135. Here is the detail on the two contracts: Custom Floors Contract # JE015179-001 in the amount of $2,245.00 which included the cost and installation (including supplies) of Red Rock tile backsplash and accent tiles and mini Pencil liner; and, Custom Stone Contract # CS003098-001 in the amount of $3,890.00 which included the cost of exotic collection granite and installation. A deposit of $1200.00 to Custom Floors and $1900.00 was paid to Custom Stone via credit card. The selected tile for the backsplash was originally scheduled to arrive within 4-6 weeks. I was later advised that, due to the relocation of the tile company, there would be longer delivery time required. The granite was selected from current inventory of the company. It was a single piece and was an excellent complement to the selected color of the backsplash accent tile and pencil liner. I ordered a new Kohler sink and delivered it to Custom Flooring/Stone which they continue to have in their possession. In anticipation of a projected adjusted delivery date of the tile, a project installation schedule was established. Template for granite cut on November 18th; Template placement on November 21st; Granite installation on December 2nd; and, Backsplash installation on December 5th. Upon arriving at the offices of Custom Flooring/Stone on the morning of November 21st to place the template on the granite, I was told that they could not find the previously selected piece of granite. I was told it was still showing in inventory and they had searched but could not find it. I was advised to pick another piece. Upon looking through the racks, my decorator and I decided nothing was acceptable with the backsplash. Further, I was told that a granite selection had to be made in order to keep with the installation schedule. An offer was made to send some faxed pictures of other granite that might be shipped in by the installation date, but my decorator and I did not believe picking granite via picture was advisable. We then noticed a granite slab propped against a wall and thought it had some characteristics similar to the selected piece. There was some confusion among two company employees about the availability of that piece of granite. But, in the end, I was told that it could be used on my project. In the interest of keeping to an already delayed time table for installation, I signed the papers and placed the template. Just two days later, November 23rd, I received a call from the scheduler who reported that the backsplash tile had not arrived thus there would be another delay in completing the project. At that point, I proposed cancelling the entire project, given loss of my original granite and the lengthy delay in the backsplash tile delivery. Within a few hours, I received a call from the owner of the company who disclosed during that conversation that there had been an earlier accident in the warehouse which resulted in several slabs of granite being broken. That was the first time I knew about this and asked if my original selection might have been one of the destroyed slabs. He said that he didn't know. He made it clear to me that he would not refund my deposit and that I had signed and accepted the new piece of granite and authorized the template placement. I indicated that I wanted to explore my options and would wait until the backsplash arrived. In mid-December the backsplash tile arrived and I again visited the company to see it. At that point, I learned the granite had been cut and that the pencil tile was not the color that was ordered. The field tiles were acceptable as were the 3X3 accent tiles. However, the pencil liner which was an integral piece of the backsplash style was to match the accent tile which was a deep crimson red (known as orchard on the sample) but it turned out to be a faded color pink. At that point, I said the pencil liner was not acceptable thus I would not proceed with the project. The company agreed to contact the tile manufacturer to see if they could remake the pencil in order to deliver on the expected color as was seen on the sample boards used to make the decision about the backsplash. On January 11, I received an email which transmitted a message from the tile manufacturer along with pictures of the remade pencil tile. The email indicated that they had tried numerous times but were unable to deliver on the desired color but would be willing to ship the ones as shown in the picture. After seeing the pictures and noting the unevenness of the color and the paleness of it, I advised Custom Flooring/Stone that it was not acceptable and should not be shipped. In further conversations and communications with the owner of Custom Flooring/Stone, we have been unable to reach a satisfactory resolution of this unfortunate and frustrating situation. The company has offered to move the backsplash deposit to the remaining charge on the granite but will hold me responsible for the full cost of the granite and installation project. This was a single project with backsplash and granite selected together. Neither has been delivered. In order to resolve the matter, I counter offered to proceed with the substitute granite, agreed to move the deposit on the backsplash to the granite, but requested an 15% discount on the granite project cost. The company owner rejected this counteroffer. Failing at a good faith effort to agree on a compromised settlement, my desired resolution of this matter is a full refund of my $3100.00 deposit.

Rodney Johnson was our sales person. He was very helpful. I did try to get him to come down $100 to meet a competitor's price, but he was not willing to do so. We ended up paying an extra $100 because we liked Custom Floors granite selections better than the competition. They have more selections at the lower end price granites. Our primary installer was Alex. Very good job overall. Due to the shape of our main counter, we did end up with a seam in a location that is not ideal. Alex did warn us we would be getting a seam there and indicated that we had no other option. But again, I think Alex did a great job and I would definitely recommend him to anyone else that is doing a counter top project.

Excellent. We hesitated hiring anyone after a nightmare experience with another contractor to finish our basement but felt the service and professionalism at Custom Floors was beyond our expectations. The men installing were extremely professional as well and our floors, carpet and countertop are beautiful. We would recommend Custom Floors to anyone and would confidently hire them again.