CUMBERLAND HARDWOOD FLOORS

These guys are so professional. They arrived on time, moved furniture that I couldn't and had their equipment unloaded and working right away. They did sample colors on my floor for me to decide which stain I wanted. Very happy with this company.

We hired Cumberland Floors to do our new build appx. 10 yrs ago.  The quality and professionalism at that time to install and finish our home with hickory was so good they were the only company we even considered having this time.  We worked with John, his brother, and their father.  When we made our first contact this time it was with John.  Then when we called back, we spoke with his son Jared.  Jared came out, was very polite and we thought he was going to BID the job for his father. He helped us pick out our wood but we were talked out of the wood we had originally wanted. at every turn he swayed us a different route.  We wanted wide plank antique looking floors.  That is certainly not what got. Anyway when it came time for the job Jared showed up with a crew of two.  We had NO CLUE it wasn't going to be John, his father.   We were expecting the same quality of work as we had previously had.  We spent 3 days in a hotel while they laid and finished the floor.  We were told it would be a 3 day job so this was to be expected.  On the 3rd day, the crew had to take off for a complaint on another job to come redo something.  We were told it shouldn't be too long. They didn't show back up until 3:30 that afternoon. We were told 2 of the guys would have to leave and no one was available to come back on Saturday to finish the job.  When we showed up at 7pm to check the progress 2 young boys were helping with the finish work.  Jared asked us to settle up the bill with him at that point.  Never would we have paid in full if we thought we were going to get such poor quality finish work.  The next day we were able to go back to the house to check the floors.  The floors were far from what I would call finished.  The shoe molding we were promised wasn't put on.  The floors were totally rough to to the touch.  There were rips in the wood.  Large indents and waves in the floor, which we later learned were drum marks from the equipment.  The stain was splashed onto the baseboards.  There were large scratched swirls marks through out the floors.  Some parts of the floors especially in the corners and along the baseboards were so rough they didn't feel sanded.  There was actual garbage underneath the finish. Jared hadn't ordered enough registers, or shoe molding to cover the gaps in the floor, so he was to be back in a few days.  When a week passed, and still no call from him, we decided to call him with our complaints.  He came out that same day and made every excuse there was for the reason why things were the way they were.  He said that he could buff out some of the rough spots, but as far as the drum marks, swirl scratches, large puddles of stains marks, ripped boards that they poorly tried to fix, gaps along the boards, he wasn't willing to do a thing but buff.  Not ONCE did he every say, "I'm so sorry your unhappy.  We want to make this better."  I had a light I used as it was dark to show the scratches and swirl marks though out the floor.  He told me that if you take a light...you'd always be able to see imperfections and scratches.  I told him I didn't pay $12,000  to have scratches put in the wood.  He told me that I chose a stain that was darker and stains would show.  So it was MY fault. He told me that  These were far from imperfections.  We asked to have his Dad come out and look at the floor.  I sent picture of all of our complaints so that John would be able to see.  They both arrived and John totally defended the work that was done.  Said that if he were to do the work it would look the same.  I asked him about the swirl marks that were around the edges.  He said its to be expected.  When I told him I did some brief research on the internet and its basic sanding 101 on how NOT to get swirl marks but sanding OUT the swirls,  he was totally offended that I would even question him. Again, no "I'm sorry, how can we make this right."  He said that we were too picky. We spent  $12,000 on wood floors that at the very least should be smooth to the touch! He' said  never had anyone complain in all of his 25 years. ( Even though his son had told us while he was working, that they were being sued by a couple but his Dad knew the prosecuting attorney. Also, they left to do a job in Birmingham because the customer wasn't satisfied) He told us that the baseboards weren't sloppy we just needed to paint them.  He refused to get down and feel the floor were the floor was totally rough ALL OVER! They felt like they were not even sanded!  We told  him that we had another company come out and look at the floor before to tell us if we were crazy, or if something really was wrong with this work.  They pointed out even more things that we hadn't even noticed.   When we told this to John he said "it figures".  I asked him to please get down and feel the floor and he said he didn't need too.  There was nothing wrong with it. We had marked the floor with pieces of blue painters tape to point out what was wrong but he didn't even look.  He said he had enough and he refused to stay and be "Berated".  I have never been so upset.  We now have to have the floors totally sanded back down to bare wood, re-stained, and refinished.   Something he refused to.  Now we are out more money, more time, and totally intend to sue him.  This was something we have saved for and it will never be the way I want now unless I rip it all out.  I want to add that he states he is a member of the National Wood Association.  After calling them today they told us he has not been a member since 2012. Maybe that is why they feel they don't need to  "as a member, have pledged to adhere to the highest standards of professionalism and workmanship in the industry" anymore.

***UPDATE***  We had THE WOOD FLOOR GUYS from Davison sand, repair, re-stain the floors, and refinish the floors.  I wish we would have gone with them in the first place. Our neighbors also used them and were really pleased with their work.  They were 2 of the nicest, honest, and professional men.  They charged $2,700 to fix the problem that CUMBERLAND caused.  They used an oil finish on the floors and they are beautiful.   Mr. VanWagoners response is a total lie.  Nothing he said was true.  It's a shame he would go to all that trouble writing a response but has never picked up the phone to solve the problem.  

It was a great expierence working with Cumberland wood floors. They were friendly, courteous and professional. No payment until the job was done.

The installers did a superior job installing the flooring. They were very careful about the mess and kept it confined to the work area. The finish used was a fast drying finish which is their specialty. We were very happy with the quality of workmanship and with the company policies and pricing.

John's experienced employees arrived promptly at 8:30 am (time promised). Began work promptly. The hallway was terrible, and they had to replace boards were a wall was removed. Left home until time to pick the stain color. John was very helpful in the final decision on the color. (I was stuck on picking between 2 colors). Left until about3:00 pm. The job was completed. We were amazed at how our floors looked! You could not tell we're he replaced the boards. The color was beautiful. They cleaned every thing so you wouldn't even know they were their. Also thank you Ken for being patient with us. We had the appraisal done 2years previous. The estimate hardly changed.

We are having our kithen remodeled and they will defiantly be doing the floors.