MyNewFloor.com

TERRIBLE CUSTOMER SERVICE!!! The project was started on February 4, 2013. The work was completed and the floors and back splash are nice looking. However, right away we noticed that there were a few issues that needed to be corrected. It took some planning, but Carlo sent workers to fix some minor issues that included putting a wood filler between some boards that had larger gaps than they should, adding grout/caulk to an area on the top of the backsplash that had a gap,etc. There was one area on the vertical side of the tile backsplash that was just crooked. The worker who added the caulk said that Carlo himself would need to come and take a look to decide what would be done. I called the company and scheduled an appointment for Carlo to come and take a look. He came over around March 11 to add caulk to an area skipped previously. He also looked at the crooked tile and said that it needed to be fixed. He told me that it should not look like that. He even took photos with his phone of the area (the tile is out of line by almost ½ of an inch along this vertical area). I thanked him and told him to let me know when he could fix it. On May 28, 2013, I sent the following email to Carlo. Sent: Tuesday, May 28, 2013 2:12 PMTo: 'Carlo Garcia' Carlo, I hope you are doing well. When you were out to check my kitchen in March you said you would be calling to come back to fix the crooked tile in my kitchen. I am sure you have been extremely busy, but just don?t want to wait too long to remind you. Please let me know if you are available anytime soon. Thanks, Bonnie I did not hear back from Carlo or his assistant, Morgan. On June 6, 2013, I sent a follow up email asking if he had received the first one. Thu 6/6/2013 2:25 PM Carlo, Did you receive my email from last Tuesday (May 28)? I have not heard from you and want to follow up. Thanks, Bonnie At this point I was beginning to be disappointed. It seemed to me that once the job was complete and the workers gone, his customer service was not as important. Later that day the following string of emails started. Hi Bonnie, I talked with Daniel to see when he can do the repair, he has been really busy, he said he can do it probably at the end of next week Thursday or Friday, he said he will let me know tomorrow when for sure when he has his schedule in front of him. I will keep you posted! Sorry for the trouble, Morgan Charlotte Flooring and Design 2727 Interstate St Charlotte, NC 28208 (O) 704.391.9845| (F) 704.391.9846 [email protected] | http://www.charlottefloor.com/ On Thursday, June 06, 2013 3:55 PM, I replied with: Great. Thanks. The 13th will work or the 18th. Bonnie On Thu 6/6/2013 4:19 PM Morgan replied with: Ok, I will let you know tomorrow! Charlotte Flooring and Design 2727 Interstate St Charlotte, NC 28208 (O) 704.391.9845| (F) 704.391.9846 [email protected] | http://www.charlottefloor.com/ On Mon 6/17/2013 8:32 AM Morgan replied with: Hey bonnie, Sorry I went on vacation last week but before I left I sent Carlo a text about the days that would work for you, but I guess he didn?t read it or something, anyways, I called Daniel to double check for tomorrow, I am still waiting to hear back, as soon as I do I will let you know. Thanks and sorry again! Morgan Charlotte Flooring and Design 2727 Interstate St Charlotte, NC 28208 (O) 704.391.9845| (F) 704.391.9846 [email protected] | http://www.charlottefloor.com/ The last time they corresponded with me about fixing the crooked tile was on June 17, 2013. At this point, my family was well into summer and traveling, etc. I knew I had 12 months warranty and assumed someone would call me and set an appointment to come and fix it. Truly I was frustrated and disappointed at how I was being treated. In September (6 months after I asked for the tile to be fixed and Carlo agreed that it needed to be fixed), I sent an email to Carlo. I also sent him all of the emails from June when I was waiting for Morgan to send someone to my home. On Tue 9/3/2013 6:20 PM, I sent the following email to Carlo. Carlo, Here is a string of emails from the beginning of June. I am still waiting to hear back from Morgan. I am sure this is not the customer service you intend to offer, so please let me know what is going on. Thank you, Bonnie 704-5XX-XXXX Believe it or not, I never heard from him. Carlo has been non responsive! So in October, I called Morgan and she said that she had no idea what happened. I also told her that now I had a new problem. The new floors that were laid had begun to curve up at the edges just like my dining room floors that Carlo had pointed out. After one cancelled appointment, Carlo came to my house on October 22, 2013. He took one look at my floors and said there was a problem. He immediately went to my crawl space to take a look and came back telling me that it was not their fault, but the fault of who built the house and the fact that there was not enough plastic laying on the ground in my crawl space. He told me that he was not responsible and would not do anything about this (I have since examined my neighbor?s home who has the same crawl space which is lacking black plastic. Her hardwood floors are fine!) He told me that probably in a year it may flatten out! It seems to me that since he saw that a similar thing was happening in my dining room when he gave me the estimate, he should have gone to the crawl space, seen that there was not plastic covering the entire surface and declined my job if he could not stand behind his 1 year warranty! After all, this is his profession, not mine. I do not feel excess humidity is a problem with my crawl space. My crawl space is in excellent order, there is no water standing at all and it is very dry. Carlo actually measured the humidity in crawl space and it registered at 17%. This number is far below the suggested 55% humidity to not have moisture problems. It is known for a fact that the only way to prevent ANY moisture from the crawl space entering your home is that have it completely encapsulated. Not many homes in the Charlotte area have this because it is not a serious problem in this area. After he would not take any ownership for the floor problem, I pointed out the crooked tile and asked why no one followed through on this problem and all of my emails and calls. He said, ?Haven?t we been out here to fix things 3 or 4 times? Why did you not mention this?? That?s where I almost exploded! I told him that he was out in March to see it himself. I told him that he said it was crooked and must be fixed. I told him that he took photo of it with his phone! None of this he remembered nor did he acknowledge the numerous emails asking him to come back to fix the improperly installed tile. This is the proverbial ?straw that broke the camel?s back.? Carlo is a great salesman. If your job is totally completed and satisfactory to you once they leave, you will be fine. If you need him to come back for warranty work once you have paid, good luck! I would NOT recommend using Charlotte Flooring and Design or Carlo Garcia.

Carlo came out to give us a quote. He looked very professional and overall very pleasant. We chose him over 5 other guys. His quote was very reasonable too. There were few bumps on the road but it happens and when it does , its how the owner handles it that matters, and Carlo was absolutely on top. We already gave their number to our friends. We are very pleased with the end result and will hire them for our tile project as well. I strongly recommend Carlo and his team.

We just moved from Columbus, Ohio to Charlotte, NC and had a very tight time frame from when we were closing on our new home until the time we were arriving with all of our things. Carlo was very flexible to meet with us during one of our trips to Charlotte to provide us an estimate. We found both their labor and material costs to be very reasonable. Carlo was beyond flexible with us as our closing date was up in the air and we had to change our installation date last minute. Carlo and his crew did the demo work on a Wednesday and ran into unforseen issues with the subloor not being level which made the floating floor feel like it was bouncing. The crew knew it couldn't be done this way and immediately stopped and got Carlo on site. Carlo recommeded trying a staple down floor, but that did not solve the problem. Needless to say, they had to tear out what they had done twice to determine that a glue down method would be best. This cost the crew a whole day of wasted labor and our price was only increased due to the added cost of the glue that had to be used. The crew came back a day later and finished the install and we are very pleased! Carlo was very accessible via cell, text and email which was crucial to us during this quick transition. We would highly recommend Charlotte Flooring & Design!

Carlo Garcia came out to our home himself to provide us with an estimate. He was very professional and was one of the only providers who brought samples with him. The final price was as quoted. No surprises when the job was over and he beat other provider's prices for the same job by thousands. The floors look great, and they've shown no signs of buckling or shifting. The installation was high quality, including a few very small pieces of shoe moulding that could easily have been ignored. There was a high level of attention to detail in the workmanship. Overall, very happy with Charlotte Floor and Design and will likely use them again in the future to finish the remainder of the flooring in our home.

Charlotte Flooring & Design provided outstanding service and excellent workmanship on our staircase. The staff was punctual, tidy, and very professional. The stairs are beautiful! Over the past 15 years we have had our hardwoods serviced by several other contractors and we are most pleased with the service Carlo Garcia provided. We will definitely contract with him again in the future and we highly recommend Charlotte Flooring & Design.

Crew was polite, work was done when promised to our satisfaction

They didn't do an excellent job the first time. Several areas were left unstained. We called and had them come back out. They never finished the stairs and I have yet to receive my refund. I am happy with the floor right, but am still waiting for my refund on the stairs.

The experience was good. They showed up on time. They were quick and professional.

Charlotte Flooring was fantastic! The owner, Carlo, came out to give the estimate and was always available if we needed him. His staff was professional and courteous. The work performed is excellent. Our floors look wonderful. They were quick and efficient and were able to start the job very quickly. We wouldn't use anyone else to work on our floors in the future.

His workers arrived as described per contract, replaced damaged plywood boards, screwed existing boards into the house framing for added strength, and were able to feather the new and existing floor without problems. During the finishing the upstairs was properly sealed to prevent dust from accumulating and entire first floor was refinished. To this day I get compliments on the wood and yet no one can't tell the main floor was literally split in two, old and new. The master bathroom turned out the best, with accent pieces on the shower, and a drop in tub the bathroom looks great and is enjoyed daily by my wife and myself.

Had scheduled appointment, worked my schedule to accomodate his and then at the last minute cancelled.

Everything went well, they were professional, and the owner was extremely quick about getting back to me whenever I called. They worked hard and I would highly recommend them!

Charlotte Flooring and Design did an amazing job again. This was the 3rd time I used them. The entire process went very smoothly. All the installers were very professional and neat.

I had Three quotes for this job and because of the Angie's list coupon Charlotte Flooring came in about $200 less than the closest quote. Based on my interaction with Carlo I would have felt I would have felt good about hiring them at full price so I felt like I was getting a super deal with the coupon. I scheduled a date about a week and half away for them to come do the floors, they never called me to verify that they were coming so I called them the day of and they said they would be coming out that day. Towards the end of the day I got a call that I had a piece of rotted wood that needed to be replaced and that it would be $200 to replace it since they would have to buy a bundle to get one piece and then sand it down to the same level as the rest of the floor. I agreed that they could do it if I got to keep the remainder of the bundle, they agreed to this. The next day when I went to let them in the house I was talking to the installer and I asked him where the bundle was, he informed me that he was only sent with one piece of wood and that maybe the stainers would come later with he bundle, he also informed me that he only had stainable moulding and not the painted moulding for the bedroom and hallway that I had been quoted. He said he could put the stainable moulding down and not stain it and I could paint it myself. At this point I just told him to put it down and stain it. I got an email that afternoon that said Carlo had found a piece of scrap wood and that I didn't need to buy a bundle and that it would only be $100 to fix it. I felt this was high to replace 1 piece of wood next to the wall, but since I had already agreed to let them replace it I decided to let it go. After inspection of the finished floors I found that the piece they replaced was much lower then the rest of the floor and you can see and feel it. I also found a place where they actually sanded/stained/finished another piece of rotted wood, this one wasn't as bad and could have probably been filled instead of replaced. When I asked about it they said they could come out and fix the low piece of wood and fix/fill the rotted piece but that it would cost me to fix the rotted piece. I have just decided to cut my losses and live with it at this point. I am not giving them a lower score because I feel the work that they did in the refinishing was good it's just the feeling of a bait and switch on the bundle and attention to detail that was sorely lacking.

The salesman Carlo Garcia, was very helpfull and knowledgeable about his products and settled a great price for my house project. The service was completed on time, the crew was very carefull and detail oriented. The company's performance was higher than my expectations. I will definetelly recommend this company to all my friends.

From the start to the end Charlotte Flooring and Design did a great job! The salesman Carlo Garcia was very kind and knowledgeable. The interior designer Pheadra was very helpful and she made it very easy to pick up the tiles. The tile installer was very detail oriented, showed up to work on time and left the job site very clean and organized. The refinish crew did an amazing job with my old hardwoods, they looked brand new after they were done!

We did not go with them because they were too expensive.

They gave us the lowest bid and it was obvious from the initial meeting that they knew more about the job than the other installers we received quotes from. They arrived punctually when they said they would, finished the job when they said they would and when we had a small issue with one board with a minor defect, they bent over backwards to fix it until we were completely satisfied.

Each project was completed in one day, a long 13 hrs day. I was impressed with his crew and how synchronized they were during the work. It was fast paced but not chaotic. The crew removed all the old carpet and old shoe-molding, assembled the laminate flooring and installed the new shoe-molding. In the end the house was a bit dusty, mostly due to the HVAC unit that I forgot to turn off

The whole experience was really good. Josh the estimator was very knowledgeable and the Crew was very detailed oriented. The floors turn out great! I would recommend this Company to everyone.

They came out and gave an estimate based on the "special" price that they offered on Angie's list. However after we decided to use them they would not respond for several days to setup a date to do the job. There was a time when I thought that they were never going to respond. But they finally did. They came out on 11/19 and I met them at the house (It's currently empty as its a rental) and let them in the house to begin work. I asked the worker to call me when they were done so I could lock up. He did. When I went and locked the house up I walked around in the house and thought they did a great job. But that's when I noticed a key to the back door missing. But I thought it may be that my wife or son had taken it. Day two they called for me to meet them early to open the house, I did. They stained the floors on 11/20. He called about mid day for me to come and lock up. By this time I have asked everyone about the key and neither my wife not son had taken it. So I am assuming that the workers have taken the key now without my permission and could nto figure out why they were still calling for me to let them in. But I did not want to accuse anyone or make assumptions. On Wednesday (11/21/12) they were supposed to come back and begin sealing the floor. But he called and stated that they were working another job and would not make it. He stated that he would be there Thursday. We did not hear anything on Thursday but it was Thanksgiving so we assumed that was why. We did not hear anything on Friday and I tried to contact their office but got no response. OnSaturday my wife went by the house while she was out and they were there working. She asked how they got in the house and they told her that they had taken the key. She called me and I left to go to talk to them about it and she told them I was coming but by the time I got there they had left. It was a very suspicious situation. Not sure why they hid the fact that they had a the key. It was dishonest and due to all of the sneaking and not communicating with me I felt that it was in my best interest to change the locks on the house. I provided a receipt for Carlo and deducted the cost for the locks from their final payment. I will say that the work that they did was good. Not perfect. But for the price, it was good. I still do not think that they put the two coats of polyurethane on the floors. But I wanted to be done with them and move on. If this was the house that I lived in I would not have paid them until they came back and coated the floors again and fixed a couple of small issues that are normal, but needed fixing. My complaint to Carlo caused him to go on a serious defensive speech that showed his professionalism is lacking. Overall I would rate them with a "C" because the quality was good, but the professionalism and trustworthyness is lacking. I think Carlo would be much better (and his company) if he would communicate with people better. The key being taken was the kicker for me. Once that happened and they did not communicate and tried to play it as if I had done something wrong they lost me. I immediately assumed that they took the key and went and made a copy so they could come back anytime and walk right in the door and rob the place. It has caused me to add a new security system and change locks. I wish Carlo and Charlotte Floor and Design the best. I had every intention of using them in more of my houses, but once you lose my trust you lose my business. And it could have all been avoided if Carlo had apologized for his employees' mistake. Owned up to it and tried to make it right with his customer. But he choose another path and that is his right. Never using his company again and writing this review is my right.

I called this company for an estimate. We scheduled an appointment for 12:30 on a weekday. Carlos called me at 12:45 to tell me he had to reschedule because he got behind on another estimate. While I understood the need to reschedule, the call should have come in advance and not after he was already late. This lack of professionalism not only showed no respect for my time, but it also demonstrated they have trouble managing their workload and time.

They did a great job. Carlo advised me on what type of floors to use and they look fantastic. They were very professional and worked very fast. They made sure I was satisfied with everything and if I had any concern they addressed it promtly. They painted and stained my staircase and it turned out great!!...Would recommend them to everyone!!

The floors looked really good when they were done. I came home and the job was done. They did it last minute. They were quick and efficient. They offered us a better quality wood at a lower cost compared to a competitor.

These guys were great! The estimator that first came to my house was very knowledgeable and professional. He had no problem staying around a little longer than he is probably used to in order to answer my plethora of questions. He made the whole ordeal so easy for us and walked us through any of the grey areas we were unsure about. There was clear communication throughout the entire process which made planning around our work schedules easy. The crew that actually performed the demo and installation were professional and tidy. They were very punctual with their arrival time and took only one small break while they were their. There was a few pieces of furniture that my wife and I couldn't handle moving. The installers didn't hesitate taking the initiative to move the remaining heavy pieces into our garage for us. Any valuable items that could not be moved like our cabinets and our wall-mounted television were delicately covered with plastic to stop any dust damage. All of the air ventilation vents were covered as well. They were taking precocious measure's I was unaware were even necessary. Down to every little fine detail, they were professional, very friendly, quick to respond, and did one heck of a job. I would recommend this company to any of my friend's or family.