Bob Wagner's Flooring America

Our carpets were put in by the builder.? It was through the builder but it was a $9000 upgrade that we paid for so I'm not sure what we would have been charged retail.? Well, if we would have gotten what we paid for.? Our carpets were done when we moved in.? They actually did come here and math.? I would absolutely not use their service again.? We had a need, and when we were meeting with them, when were choosing carpets for our new home, we explained that we wanted a tight woven Berber carpet because we had a dog and we didn't want her nails to pull it.? But we also didn't want to see tracks, hence the Berber, but it needed to be tight because of the dog.? So, the salesperson sold us a no-run Berber where if her nail would pull it would just be one loop and it could be cut, the loop that came out could be cut, and it would be no difference. You wouldn't see it so we chose that.? So there was an upgrade charge, it was not one of the basic carpet choices.? We chose our carpet.? We had it installed.? A couple months into living here, it already looked worn.? I don't know, it just looked old a couple months into living here.? The dog did pull it and several loops came. The vacuum cleaner got stuck on a loop.? It wasn't even part of the carpet, it was a piece of like the matting that the carpet is woven into.? ?A piece of that I guess was like sticking out and my vacuum cleaner grabbed it and a whole long roll got torn and had to be replaced. They came out and they replaced that patch with this little, tiny, ridiculous strip of carpet that stuck out like a sore thumb.? It just looked, it was a little tiny strip like slightly wider that what had been torn out.? He just kind-of shoved it in there.? So we had to complain about that and then he had to come and do that again.? And then we said, "hey, we paid all this money for a no-run Berber". Then they told us that there was no such thing and that was not what we had.? We said,? "that's what she sold us".? They said,? "we don't know who sold that, do you remember her name?" Well, no we do not remember the name of the lady we met with at the design center.? She was from the carpet company and not from the builder and we didn't remember her name.? They said, "well, we don't who told you that, but it's not true and we are not doing anything about your carpets".? We were so angry because I know that they know who sold us the carpet. We had stuff that she had us fill out so we were just very disappointed and very upset that we paid all this extra money for something that doesn't even exist.? See, they essentially conned us out of $9000 is how we feel about it.? They showed up here for a meeting with like, the owner and a manager and these people, and looking back, perhaps it was to intimidate us, I don't know.? They showed up with all those people just to tell us no and we had sample patched in the basement. They left us carpet patches.? We pull it right in front of them and we were like look, look at what happens.? They were like, well that is because no-run Berber does not exist, of course it's going to run.? OK then, why were we sold no-run Berber for $9000.? We learned about carpet.? It was a very bad experience. You hear all these horror stories about builders and stuff, and there were some hiccups and there were some things we were not trilled with, but for the most part we had a very nice experience building this house and then that happened.

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I went to the store and talked with a sales representative. She was very knowledgeable and was a great help when it came to explaining the different qualities and uses of each type of carpet and padding. We discussed which would be best suited for my situation and was extremely helpful. That day, I scheduled an estimate and measuring to be done. The estimate/measuring person came a couple days later and measured the areas that would be done. She was courteous and quite knowledgeable inner task. A couple days later, I got a phone call and an e-mail from the sales lady that explained the costs and exactly what would be done. I scheduled the install that day with her. The four person crew showed up on time, explained the work they were going to do in detail to me and got to work. They moved furniture, removed the old carpet and padding and installed the new carpet and padding. The worked fast and did a quality job. Once the carpeting was installed, they vacuumed the new carpet and cleaned up like they were never there at all. They explained the proper care and maintenance as well as they warranty information to me before they left as well. Excellent job, would definitely hire again.

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The store needs better  management .

Sale staff made too many promised that could not be kept  consequently delivered was delayed and lot of misunderstanding ensued

 For example .

The delivery never came because the truck broke down Store manager didn't know that fact.

We got home delivered the next morning

We were promised we could return  unopened boxes of tiles

Saleperson does not remember saying that ( how convenient)

We cannot return the unopened boxes .

 The saleperson claimed it is not her policy but the manufacture.

Saleperson  didn't return phone calls

In a new constructed home,The carpet started buckeling after 6 months.  I called and someone came out to restretch the carpet.  When I called to set up an appointment, I asked about moving the large furniture and was told that they would do it--I removed little thing (lamps etc).  The did not remove furniture from rooms before stretching. When I asked they said it wasn't necessary.    Within 6 months, the carpet started to buckel again so I called and had someone come out to again restretch the carpet.  Within 6 months after, it happen again.  Now they are saying the carpet is out of wqrrenty and they will come out but it will cost me to have them restretch the carpet.  If it was done correctly the first time, it would not need to be done again for goodness sakes the home is only 3 years old.  They do not stand behind their workmenship.  Do not use this company even if they give you the carpet--not worth it.  I will need to have it restretched but you can be sure it will not be by Bob Wagner's flooring America.

-The flooring was installed. Even though the website says quarter rounds are included..they were not installed.  Still looks unfinished and they claimed that it was not part of the contract even though the website says it is standard.
-During installation, the crew's nails punctured a gas line in the home.  The gas leak was so severe that they could not do a pressure test until after it was fixed.  I am thankful to still have my home and my electrician as the electrician noticed a gas leak when he cam to install fixtures. 
- The floors are nice, but the overall experience was unpleasant and they still feel unfinished even after $16,000 and a gas leak.

They were okay. They did a great job. They did very good. They were timely. The overall result of the job is still great. They were a little pricey. I didn’t get a deal or anything; it was just myself. They were a little expensive at the time more than others, but they did a good job. Everything was great, but the price can come down. The price was a lot. It was satisfactory.  They were very professional. Maybe I would use them again in the future; I would probably shop around.

Great price for hard wood floor.  Installers were punctual and did a nice job.

Last week this company pulled up a tile floor and replaced it with oak slats.
The workers did not put any drop clothes on the floor or protective barriers in the surrounding rooms so now we have cement dust and chucks of cement throughout the downstairs.
They did not do anything to protect my lawn and walkway from the sawdust they created when they sawed the boards.
There are plywood shards and particles all over a section of my lawn where the workers stored the debris while they removed the tile floor.
They scratched a section of the original floor that they refinished a few years ago.  Their records say is "Special Walnut" but there is no can of Special Walnut stain.  So the tech had to try to blend it.
They broke a corner of my kitchen tile.  They put a transition strip over the broken section but that is not a long term solution.
They were very careless in arranging the various wood grains so as to create a haphazard design.
There are 3 boards with knot holes that should never have been used.  I had called to question the
knots and was told the "Installation Manager" was coming out to see the boards .  He never showed. 
Some of wood ends are not nailed and creak when walked on..
They bent the heat duct so I am having a problem replacing the heat register.
The only satisfactory part of the job was from the tech who did the refinishing. He did very good job and was very helpful in doing what he could to solve some of the problems.

Service at the store was good. Was able to schedule for install in a short amount of time. The installer was professional and arrived on time. After the grout dried we noticed quite a few air holes and one area that needed two small pieces of tile. We called the company and they sent someone out within a few days to look at the job. It then took over a month of calling back and forth to get someone out here to do the touch-ups. The tile now looks great and we have had no further problems.

Excellent company to work with.  The showrooms are conveniently located and showcase a lot of products for you to choose from.  They really have any material you could want, and then some.  Everyone is great to work with including, sales, guys who come out to measure and the installers.  Always come when they say they will and do a great job.

Showroom agent very helpful. Quality was very good. Some issues with promptness in terms of getting materials and scheduling floor installation. Floor installers had to return a few times to complete the job. Overall, good service.

It went very well. They were on time, fast and cleaned up. Result is very nice.

Job was well done. Installers turned off A/C on a very humid day so carpet would not ripple and stretch out properly. Not the most comfortable working conditions for them but made for a great trouble free install.

Other than confusion of details in dealing with the salesperson, it went fine.  I picked the grout color at the store and then received a phone call saying we had not picked out the grout.  I then used my credit card for a down payment.  I received a phone call a few days later saying the store needed my credit card information.  There seemed to be a lot of confusion of details between my self and the sales person.  I think they did do a good job with the installation.

They are fantastic.  They did it in two days, actually a day and a half.  They did the living room, family room, our bedroom and my wife's office.  Their professionalism, service and their cleanup was just great.  They did everything they said they would do.  They have an unlimited warrantee.  I can call them back anytime.  While putting in all those floors if they had cracked the wall or something like that they'd come back and fix it but I dint have that problem.  It's pretty extensive.  They put hardwood floors in those four rooms.  They did everything they said they were going to do. They came when they said they were going to come so they were fantastic.  The price was only six ninety nine a foot which was cool.  I was checking out their price and it was $2000 to $3000 less than anybody else.  They just happen to have in stock one the ones they were just carrying the same as I had.  Before they came in my floor was eight years old.  They came in and they matched it.  I can't tell where the old floor begins and it looks perfect.  No one can beat their price for hardwood.  Their quality was excellent.  They did a great job.  They cleaned up afterwards.  He asked me about the guys that were in here and I pointed it out that they already knew about it and they already fixed it.  They started at seven o'clock in the morning.  They did an excellent job.  I was really surprised how well they matched the floors.  There is no board or mark anywhere.  Everything just flows into the other.  The other three floors that I had, I don't know where it begins and ends.  That's a long time.  I want to get the steps to the second floor done but I didn't realize how much money or days it would take because every step has to be individually made so it's pretty expensive.

We were satisfied with them. They were very service oriented and we were very happy with them.

Not well, communication was terrible. The carpeting was promised before Thanksgiving ( I placed my order in September). When no one had contacted me by early November, I called and was told in a rather off hand manner that the family room rug had just been sent out to be bound and wouldn't be back for a couple of weeks. I selected a day in December for installation and was in a panic when no one had called to confirm the installation by the day before they were supposed to come. I left numerous messages on machines at the West Chester Pike location where I purchased my rungs and no one called me back. In desperation, I contacted another office where I was told the Holiday Party was that afternoon and everyone took off work early.
My rugs were installed the next day and they look fine. No one has called to follow up on the work although someone did call us to check on the job before it happened.
Because of the communication problems and delays I would not recommend this company. They are fully priced but their customer service was severely lacking.

We are very happy with their sales help in making selections. Their installation teams are efficient and do a high quality job.

They are wonderful. They were very prompt and accommodating. They are very clean. They are not the cheapest, but they definitely do quality work.

They were very good. They had really good customer service. The price is a little expensive.

They were fine. They came in, measured the floor, and gave me a quote, but the price was too high.

We have dealt with Bob Wagner's for over 20 years.  Last summer, we bought carpeting for our stairs and upstairs hall.  We wanted to get the same carpet that we'd put in our bedroom...but sadly, it had been discontinued.  Our salesperson worked with us to find a carpet that blended well with the bedroom and was the same feel at a good price.  We were very pleased and will continue to buy our flooring there.

Buyer Beware. Bob Wagner Flooring is not standing by their carpet installation. They now want to charge us, a second time (in two years), to restretch our carpets. I expected that a good customer would be treated fairly and that carpet restretching (for a second time) would be at no charge. What happened to their Lifetime Installation Guarantee?

In 2007, Bob Wagner Flooring installed carpet in 4 BRs and a family room in our newly constructed home. We had upgraded the carpet as well as the padding. Two years later, we saw that the carpet was "bunching up" in every room and needed to be restretched. Note that we do not have young children or pets nor do we move furniture around.
 
In 2010, we called Bob Wagner Flooring and after sending someone out to look at the issue they said they would do the job for $200. This surprised us because they have a Lifetime Installation Guarantee. But we did not argue (at that time) and paid the $200 to have the carpet restretched. Note that furniture was not moved.

Now in 2012 the carpet has the same problems and more "bunching up". We called Customer Service and were told that carpets are now made with a fiber called jute which causes the need to restretch. Again, someone came out to look at the carpet and said the only way to solve the problem was to remove all the furniture in each room and then restretch. Note that the first time they were out to restretch in 2010, no furniture had been moved. I felt that Bob Wagner Flooring should make good on its product and installation and restretch the carpet free of charge. Instead, we were once again quoted a "discounted" price of $200 but were told that it is normally a $400 - $500 job. When I asked about the Lifetime Installation Guarantee, I was told it was a carpet issue not an installation issue.

 I thought that asking us to pay again is highly unfair and not a good business practice. In essence they are asking us to pay three times for one job. They should have got it right the first time around.  I will still need to have my carpet restretched but NOT at Bob Wagner Flooring.

Customer Service is very slow to return a call and I can not wait any longer for someone at Bob Wagner Flooring to put the customer first. I cannot recommend Bob Wagner Flooring since, in our case, they do not stand behind their product or installation. I suggest that when buying a carpet, ask about restretching charges.