Floormax a Carpet 'N Things Co

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Floormax sold us laminate flooring, porcelain tile and underlayment products and installation services.  Floormax's salesman provided samples of the Armstrong laminate and represented that it would, with the Ditra underlayment Floormax would use, lay flat and not separate at the seams and peel at the edges.

 

The Armstrong flooring was installed through the entire first (ground) and second floors of our townhome excluding the bathrooms.  The installation was completed in October, 2014.  The defects in the laminate flooring and the unprofessional installation were evident at and shortly after installation.

We notified Floormax's representative by email and text that the flooring was separating and the laminate surface was peeling back.  The defects include, but are not limited to: unevenness among planks, gapping between the planks, peeling back and chipping off of the laminate layers on the edges of the ends of the planks, and peeling-curling back along the lengths of the planks.  We sent the representative pictures of some of the many defective areas in the flooring in early and mid December because he did not respond to our texts and earlier emails.

 

On January 16, 2015 a Floormax representative came to our home to inspect.  The Floormax representative confirmed verbally to my husband that both the installation and the laminate product were defective. The representative also said that Armstrong's representative would have to come out and inspect the floors to address the laminate warranty claim.

 

On February 13, 2015, Floormax's representative and Armstrong's representative, David Day of JJ Haines Co., inspected the laminate flooring and the installation.  Armstrong's representative first refused to identify himself, and said he did not have any business cards.  We showed the Floormax and Armstrong representatives the numerous areas where the flooring was separating, the laminated layers were peeling back and seams were separating further. On both the upper and ground floors, the Armstrong representative remarked to Floormax's representative that he could see where the laminate was buckling.  Armstrong's representative requested, and we provided an extra laminate plank so that warranty testing could be done.

 

On March 16, 2015, we received a written notice from the financing company's Customer Service department forwarding a letter from Joseph Jovinelli, VP of Floormax which stated that "we have taken every step possible to move this process forward and expedite this matter...".  He then states that Floormax is waiting for Armstrong's response.

On April 7, 2015, we received an email from Laura Rutherford, the Customer Service Manager at Floormax forwarding the Armstrong representative, forwarding a "Turn Down" letter from Armstrong on March 23, 2015.  The Armstrong letter stated that Armstrong concluded the defects were not a "warranted issue" and "site related concerns not covered under warranty".  Armstrong attributed the failure of their product to our alleged but unspecified misuse of their product.  Armstrong used boilerplate language stating that the failure was due to excessive subfloor moisture, pet accidents, spills, improper maintenance ? all of which is false:  we have no pets, don't wear outside shoes in the house, don't spill and had only dusted and spot cleaned the laminate in the 3+ months it had been installed.  And we were told by Floormax and in the Armstrong literature that there was a 20 year warranty on this product.  Also, we were never given a copy of the purported tests of the flooring, nor was the sample of the flooring returned to us.

 

To this day, Floormax has not offered to address either the product defects or their defective installation services.  

Additionally, Floormax also tried the bait-and-switch tactic with us on the porcelain tile.  We also contracted to have them provide and install porcelain tile in several bathrooms of our home.  In November, 2014, when Floormax prepared to come to our home and install the porcelain tile, I received a same day call from Floormax stating they did not have the specified porcelain tile in stock or available any more.  This was despite the sales agent's promise one month before that he would have the tile set aside for us.  When we were told the tile was unavailable on the day the install was scheduled, I was told the warehouse had some similar tile they could bring and install.  I told the dispatcher that we needed to compare the sample of the ordered porcelain to anything they brought to install.  I also told her that the proposed replacement had to be porcelain, that ceramic tile would not be acceptable.  She assured me that it was porcelain.

When the installers arrive at our home my husband asked to see the box of the proposed replacement tile.  The installer said it was porcelain.  My husband knew by the weight of the tile that it was not porcelain and so insisted that he be shown the box.  The box clearly stated that the tile was ceramic.  My husband sent the installers away.  And so we lost another day of work.  I then had to go back to Floormax to the Germantown location and select alternate porcelain tile which was finally installed 4-5 days later. 

 

To date, we have paid over $5700 of the total amount of over $7700 charged by Floormax, and have waited over 5 months to obtain resolution with our laminate dispute.  They have engaged in deceptive acts and practices, and to this date have not resolved our claims regarding their defective products and installation services. 

We would never use Floormax, nor purchase Armstrong laminate again.  Neither company stands behind their products or services.

This is the second time that we used FloorMax for a flooring project in our 15-year old home.  In September 2012, they removed vinyl flooring in our kitchen and morning room and installed new oak hardwood flooring.  They also sanded, stained and refinished oak hardwood flooring in our dining room, living room, foyer and study to match the new flooring.  The installation crew was very prompt and professional.  They did a nice job refinishing the existing hardwood floors, and did an okay job on the installation of the new flooring.  I say "okay" because it's been about 18 months since the new flooring was installed and there are several areas where the boards creak when you step on them.  We had them come back in March 2015 for an estimate to refinish hardwood floors on our second floor to match the work they had done in 2012.  We also requested an estimate for them to refinish the treads on our foyer stairs and the railings in our basement, foyer and back staircase.  We used their service for the 2nd floor hallway floors so that it would match the 1st floor.  We opted against having them do the 19 stair treads and 3 railings as their estimate to complete that work was nearly $5000 (quotes from other companies for the same work were ~$1500); the only response from the company was that it was a lot of work by hand.  We completed the stair treads and railings ourselves at a cost of <$200 for supplies and only took a couple days to complete (which included drying time for the stain and polyurethane).  We are so glad we did not spend $5000 to have that work done, and will not use FloorMax again in the future.

They did a great job.  The price was reasonable.  They were very flexible in terms of the time we were in the showroom for the carpets.  They did not push us on anything.  Then when they came out to get the carpet installed, it was done when they said it would be done.  They were very professional.  We chose them because they really have good reviews.  

The prices were fair.

We've used them twice so that means we really like them. They were neat and cleaned up after themselves. The salesperson was very professional and they were patient when we were trying to decide exactly what we wanted. I don't think they were the cheapest but they had the best products for us for the value of what we wanted.

*** I ADVISE TO ALL ANGIE'S LIST USER THAT DON'T USE SERVICE OF FLOORMAX FOR ANY KIND OF FLOORING NEED (CARPET OR HARDWOOD FLOORING) THEY ARE CHEATERS, DISHONEST AND COMPLETELY UNPROFESSIONAL. PAUL (GERMANTOWN FLOORMAX OFFICE HEAD), PAULA (SALES PERSON IN LAUREL OFFICE) AND SAFI ANSARI ( HEAD OF FLOORMAX OPERATION IN LAUREL OFFICE) ALL THREE ARE MOST DISHONEST PERSONS I HAVE EVER MET IN MY ENTIRE LIFE.***
(1) We had Yellow colored hardwood floor when we bought this house and but then we decide to convert into Mahogany red color.   After so much research in Angie's list, local advertisement and many website. We decide to choose floormax. We contact Paul (germantown floormax) and after his advise we decide to go with semigloss shade. After flooring finished we take a look and we saw that floor is not at all shining and we can clearly see so many dirty patches. We try using one of the best flooring liquid from market but its still showing so many patches and not shinning. I called Floormax head office in laurel and he sent flooring guy who did my hardwood flooring. A flooring guy who visited my house admit that that's his mistake. 
(2)  Second thing I would like to mention that Mahogany red color didn't penetrate enough through the wood. I can still see original wood color underneath the color. 
(3) Third thing I would like to mention that during color on flooring/railing, they spill colors all over the walls. I just paint whole house before flooring. When I ask floormax regarding this spill they said "You should think all this things before hiring us."
(4) We can clearly see some big holes in floor. We are expecting flooring guys to fix those hole before start flooring. Those holes are clearly visible from even 10 feet away.
(5) Floor is not as smooth as it was when we had yellow colored hardwood. I ask this question to flooring guy (who visited by home) and he advise me that he will fix that.
(6) We have so much furniture on the floor. Now if we decide to do flooring that we need to remove all those furniture to somewhere else ( either in basement or in bedroom). We try to find cheapest labor and it cost me around $200 for labor to move my furniture from one floor to another. Again we didn't expect this to be happen.
After explaining all above disaster to Laura(one of the dishonest sales person in Laurel office). she said that It will take $3000 to fix all those mistakes. Me and my wife was shocked that  even though after paying $15K without any loan floormax is aksing for $3000 more to fix those mistake that they did. I fought so hard with Laura and ask her to talk with her manager. She was keep saying that his manager is out of town or busy or sick. Its almost 4-5 weeks she didn't gave me clear answer. I called her everyday regarding fixing of all above issue. Then somehow I found his manager name (I called head office as new customer) Safi ansari. then I directly talked with him and explain my situation but he is most DISHONEST person I have ever deal with. He don't want to admit any of his crew members mistakes. Finally when I said that I am going to file complain against you guys in consumer court at that time Safi sent one of his guys to just fill out holes. I ask him above all other problem and he said that That is something you need to pay for. Then I decide to hire another contractor and fix those issue that was done by Floormax.
 I ADVISE TO ALL ANGIE'S LIST USER THAT DON'T USE SERVICE OF FLOORMAX FOR ANY KIND OF FLOORING NEED (CARPET OR HARDWOOD FLOORING) THEY ARE CHEATERS, DISHONEST AND COMPLETELY UNPROFESSIONAL. PAUL (GERMANTOWN FLOORMAX OFFICE HEAD), PAULA (SALES PERSON IN LAUREL OFFICE) AND SAFI ANSARI ( HEAD OF FLOORMAX OPERATION IN LAUREL OFFICE) ALL THREE ARE MOST DISHONEST PERSONS I HAVE EVER MET IN MY ENTIRE LIFE.

Everything went very well. Friends of ours who just had new carpeting and flooring installed highly recommended FloorMax. I took a look at our friends' floors first and was very impressed.
My husband and I went to FloorMax, spent a few hours at their showroom having options explained to us by a very helpful -- but totally non-pushy -- salesman.
We came in knowing basically what we wanted because we had done some research, and we were able to order the strand bamboo flooring, Congoleum and carpet the same day.
FloorMax called us about a week later to let us know the installation of the Congoleum would be done on Monday April 7 by one team of workers, and the flooring and carpeting would be done on the following two days by a different team.
The three-person team who did the Congoleum was meticulous and careful, cleaned up totally, worked efficiently and well. The flooring looks great.
The five-person team who installed the bamboo floors and the carpeting also were very meticulous and careful, very professional, cleaned up after themselves perfectly. They took photos of where all our furniture was positioned, so that when they finished installing the flooring and carpeting, they knew where to put everything back. The floors and carpet look just great -- it looks like a new house.
The salesman did a follow-up call about 10 days later to check on if we were happy with everything. My husband took the call, and he told the salesman we were very happy indeed.
We would highly recommend FloorMax. And the Angie's List discount we got was a very nice plus, also.

They helped move the furniture and everything. They were very hardworking and perfectionists. The overall work was absolutely wonderful. I would defiantly recommend them. We actually recommend a friend to use them.

Went well. They were punctual.

The only thing that I am not satisfied with are the holes they left on the wood close to the wall- they filled them but didn't do a good job. Can see those as marks.

I was very impressed with them. I really liked them a lot. The guy took him an entire day installing the floor. He did a fantastic job. They did nice little touches. I just thought that they did a really nice job with installing the floor.

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They indicated it would not be a problem to install solid wood on top of my concrete floors. The installation was an utter failure and after months of pleading, I received a full refund. There are too many problems to list here, but in essence the company failed to follow the instructions from the wood and glue manufacturer. They were dishonest with me and tried to blame me for all the problems that happened. This company was the subcontractor for Hann & Hann Inc. who behaved equally poorly throughout this whole ordeal. Other than promptly responding to my emails and committing to a short timeline, they didn't meet any of my expectations. I would recommend staying very far away from this company and Hann & Hann Inc.

Floormax, a Carpet 'N Things Co. were expert and professional in every possible way. They were good on price. They had fantastic follow-through on a smaller area that needed to be done. They even fixed a copy of squeaks in the floor. I'm very happy with the job they did.

I thought the prices at Floormax, a Carpet 'N Things were competitive. My experience with them was positive. The manager, Paul, was very attentive and pleasant to work with. He responded to any of my questions very quickly. If I called and left a message he got back to me quickly. I had them come back to fix some little things and they came quickly. I would definitely recommend them and I have.

Rafie, the owner, went to great lengths to ensure that we were getting what we wanted.  He visited the house multiple times to measure the rooms and show us samples of the carpeting.  He also arranged for his local store (Germantown) to show us additional options when we changed our mind about the type of carpeting we wanted.  His visits were on time and well communicated, and he his staff worked diligently with us throughout the process.  His prices were not the least expensive, but were justified and his professionalism made it worth a few dollars more, especially because we were asking for the sub-flooring to be repaired in a number of rooms.  He let us know exactly what to expect throughout the selection, ordering, and installation.
On installation day, his crews were right on time and performed according to plan.  The end result exceeded our expectations.  We are very pleased with the performance of his employees.  They were prompt, courteous, and professional, and completely cleaned the work areas before they left.  We were happy with the entire experience.

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They were very good. We would use them again.

I spoke to Jerry several times before I actually ordered.  I went into the sales showroom in Laurel and also Jerry brought some  carpet samples to my home so I could look at them in the natural light of my home.  He also did a measure of my spaces.  There was no hard pressure to purchase at any time which I very much appreciated.  When the installers came they were extremely professional. 
They moved all the furniture around and swept up under where the old carpet was. They took my old carpet away.  They were very respectful of our family and our property and they were very clean.  They were on time and everything went fine.  I would highly recommend Floor Max in Laurel.

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Salesman (Joseph Jovinelli) was very helpful,  with a wide variety of carpets to choose from, including colors, thickness, quality, and needs for all areas of a home and what works best. He was also very knowledgeable of all the carpet and padding from the chepest to the most elite.  Whoever knew there was so much to be known about replacing home carpet. Very impressed with the installers the three men arrived on time, introduced theirselves,asked for any special instructions, put down covering on wood floors so as not to scratch any area going in and out or cause any mess to our floors as they were removing old carpet. They were constantly cleaning up behind themselves they removed old carpet and vacumned concrete floor before putting down padding over all employees were friendly helpful  knowledgable and above all professionals. Every individual we came in contact with from the showroom to the
of the job was our pleasure. Furthermore to make a good situtation even better out salesperson came buy to check the installationand make certian we were completly happy with the experience from beginning to end; "That was super amazing".

My wife and I went to there showroom in Laurel, Maryland. We worked with Joe who showed us several carpets in the types and styles we were looking at having installed. He gave us the features and benefits of several and we narrowed it down to the perfect one. We needed a quick install so Joe got on the phone with the installer and had it shipped out right away. 4 days later, were walking on the ner floor. The installers were great. They went right to work and cleaned the floor before putting the new carpet down. VERY professional installation. I couldn't be happier.

All the ground level flooring in our 60-year-old house, built on a concrete slab, was damaged because of a leaking water pipe.   Carpet 'N Things had been recommended by our insurance company; we overlooked their dopey name and accepted their estimate.  The workers were prompt and courteous, and they worked quickly and efficiently

The salesman was also the estimator, and when he arrived at my home told us that the sub-floor needed to be removed. Then he  told me the original estimate, given at the store using my estimate of footage, would go DOWN in price, even with removing the sub-floor! The installation crew was excellent' efficient, clean and very careful to get it right. I was very pleased with the product, the service and the installation. I plan to use them again to refinish all my hard wood floors.