legacy flooring

I GREATLY REGRET MY DECISION TO GET INVOLVED WITH LEGACY FLOORING. The following is a summary of my horrible experience with Legacy Flooring. There are too many things that went wrong, but I tried my best to summarize them for anyone considering them for an install project. If you are, I recommend doing your research. In the end, the company admitted blame for the difficulties I experienced, but after promising compensation to “make things right”, I got no response to my follow up request. When all was said and done, this sub-par installation took a couple months to complete and unnecessarily cost me several days of vacation time that I never received compensation for. MAJOR ISSUES WITH LEGACY FLOORING: SCHEDULING ISSUE - They forced a two day install into only one day. Because of this, the job was rushed, improperly done, and unable to be completed on time. When they tried to schedule the final install, they were booked solid and had nobody available. INCONVENIENCE - To personally coordinate and address issues with my installation, I had to make more than 66 phone calls and spend more than 20 hours on the phone. - In order to manage and oversee this installation, I had to use 7 days of my vacation time. - After failing to complete the job on the first day, the installers were told to leave the carpet in my garage without even asking my permission to do so. The carpet and padding took up most of my garage, making it unusable for two weeks. - Despite my service contract, I had to personally move all my furniture since the only decent installer at Legacy worked alone. WORKMANSHIP - The carpet for one room was cut too short and installed anyway. - Multiple edges were sloppy and needed to be redone. - The transition to my master bathroom did not lay flat. - There was an obvious seam in the middle of my master bedroom. - The bedrooms were installed before the central hallway, which meant that the pattern on the seams would not line up. - Padding was not properly butted together and was not taped to prevent shifting - The installer for the second attempt admitted that the job could not be completed properly without ordering all new carpet and starting over. MANAGEMENT ISSUES - District Manager did not return calls or provide updates as promised on multiple occasions. - District Manager incapable of prioritizing work or directing action to resolve issues with an install that was spiraling out of control. - District Manager was not capable of managing the install project and lacked an understanding of problems as they arose. FLOORING COMPANY ISSUES - Legacy DOES NOT CARE about the inconvenience they place on the customer and are unwilling to communicate and work with customers. - Major issues with communication (both internal and external) - Needs to review and correct their planning/scheduling process - Needs to have more project oversight and awareness of install progress - Needs a training program to ensure installation by qualified personnel for all types of flooring - Should effectively manage their workforce and control daily operations. - Needs to change their hold music which only added to my level of stress (seriously) POLICY/PRACTICES - Installers showed up for the install without calling as promised - Legacy sent people to my house after hours during a time that their offices were closed and unavailable to answer calls or address any of my questions. - Installers showed up 6 hours late to START work after 6pm - I waited all day on Sunday (Memorial Day weekend) for installers that did not show up as scheduled. - Installers cut my new carpet in the middle of the street while walking on it with dirty shoes. - Despite forecasted rain, installers were unable to respond when it started raining. I had to get neighbors to help me move it off the street. - Installers were not informed that they would be moving furniture and refused to do so until we called to confirm our service contract.