Friends & Family Flooring

I contracted Friends and Family to do two floors of my house. Refinishing the hardwood on the first floor, installing and finishing stair treads, and carpet and LVP on the upper floor. Overall I was pretty happy with the outcome. However, I left them with many many linear feet of original wood floor from other parts of the house that I wanted to re-use for some repairs that were needed. They told me most of it was not useable and charged me for new boards that they filled in with. Those old boards have since been installed by another company in a friends house and are beautiful. But most offensively, and the reason I will never recommend this place is how disrespectful they have been about an issue that they created. The company was hired to install the treads and risers on a staircase then install LVP on the upper floor. Well, they lost the LVP stair nose so they glued down a mis-matched piece of transition while they waited for the replacement. FOUR MONTHS LATER after repeated calls to our rep Stuart, the missing part showed up on my porch with no note and no one to install it. Then after many more months of trying to get someone to come finish the work, I’ve been told by the office guy Jessie, who didn’t know how it was supposed to be installed, that the contractor put the riser in wrong and they can’t do anything about it. Welp, Friends and Family put the riser in and now they don’t seem to know how to fix it so they’re pawning it off on the contractor. So, now, a full 14 months after the job was supposed to be done, my stair transition looks like absolute garbage and I can’t do anything about it without buying new floor and hiring a new company to come fix this clowns shoddy work. I paid a lot of money for this job, now I’m angry every time I walk into my bedroom, don’t make the same mistake. (Two pictures of what it looks like now with the mismatched strip nailed back on, one of the stair nose piece not matching up to where they ended the flooring and me needing to replace those floor boards)

Overall, it was a good job. The installers were prompt and courteous and completed three bedrooms of flooring in one day. They consulted with me about the type of threshold needed for one of the room transitions. While it was a good job, what kept it from being a great job was cutting a few corners on the edges of the rooms (left gaps between the wall and the flooring that weren't covered by the edge molding) and carelessness by one of the installers, who made dents in the new floor when he dropped his installation tools on the new floor. This installer didn't always join the floorboards together well either, leaving some gaps and bumps in the finished floor. I would recommend them with the caveat that you need to supervise them and insist they consult you on their installation decisions.

BEWARE OF THIS COMPANY! This was one of the worst experiences I have ever had with a contractor. This company has been extremely rude and insulting to me because I have complained regarding their installation work and have questioned the quality of products that they used. I see they have another review section here which I will also post in so that customers will be warned of what happened to me. I am going to summarize what my experience has been but you can read all the details on the BBB website. Their sales person came to my home and recommended the flooring for my porch. When they came to install the flooring, it was raining and my concrete floor was wet from a bleach solution I used to kill the mold found under the old flooring. They tried drying the floor with a fan for two hours even though I asked them that it would be better for them to come back when the floor was completely dry. They sprayed glue on the concrete floor and started putting down cork sheets but did not tape them as I was told they would do. They laid the floor on top of that. I was not happy with how the floor looked as I was told it would look like marble but because they did not follow any pattern, so it looks like random Tile. Also they cut into one of the pieces of tile with one of their knives and I was not happy with the finished work and started noticing very soon that the floor was scratching and denting plus had an odor. I specifically asked for a non-fuming floor, as this area also serves as a play area for my grandchildren. I have repeatedly asked them for the USA contact information for the flooring company (product made in China and no paperwork was provided showing warranty info or anything else they claimed), information on the corking material or glue used, which they have refused to give me. They have been rude and insulting to me on numerous occasions, and I have found that their customer service skills are horrific. I am also going to file a complaint with the Maryland home improvement commission. They have been hounding me to pay the complete bill, but I told them with all the problems I am going to have to hire an independent flooring expert which is what I’ve been advised to do. I have consulted with other phone companies who not ever heard of the flooring material Company from China. One of the first things brought up to my attention was the fact that they failed to use a vapor barrier which is necessary if you have moisture issues which I have in that area. It was told me that the cork will get moldy and I will have to have the whole floor pulled up and replaced. Also I have been told that the glue will not hold the cork material not only because of the moisture but because of the temperature issues on the porch. They knew all of this and yet they failed to install this floor properly. I have sent them numerous emails requesting information which they have refused to provide. They insulted me numerous times trying to intimidate me to pay the bill in full. They have been anything but friendly or professional, and due to their rudeness I do not want them in my home ever again. I have also been told that they installed the wrong material for this area as there is a lot of movement from rocking chairs and rolling chairs and that it’s going to disengage the tile which clicks when something goes over it. Also it is scratching i’m not wearing well at all for Only being installed one month they said the floor has a 10 year warranty but what good is a warranty if the company is in China and doesn’t have a USA office. No other flooring company I have called has ever heard of this company or flooring product. I would recommend calling anyone else but not this company. Thank you

Friends & Family Flooring installed new wood flooring throughout our home. From start to finish, they were professional, reliable, and thorough. The finished product is just beautiful. We would highly recommend them!

We are very pleased with the job. We found the cost reasonable. Ronald was very accommodating and knowledgeable about the process. He and his two helpers worked efficiently and quickly with attention to details. They put dust covers on everything, so the dust residue was minimal.

Very professional and got the work done very quickly. The price was reasonable and competitive as well. They were able to match the flooring upstairs to that on the main floor (the person we bought the house from refinished those floors 1-2 years ago).

They were very respectful and responsible when it came to the rules my property manager enforced. The quality of the work was excellent. They were very prompt. I would and have recommend them to my friends.