SURPLUS FLOORS & CARPET

Counters were ok, but the installed sink has issues. However, the carpet was horrible. Terrible quality despite promises of strong durability, and bucking in every room. After just over a year, we are replacing the carpet once more...though with someone reputable this time!

A one week project required three weeks. The crews were non-responsive, late and never provided the appropriate supplies. We would wait at the house for work to begin and they would not show-up. It took them three attempts to get the shower floor to properly drain. They are a company of failed promises. The owner is a fraud that REFUSES to return emails or phone calls. I dont' believe that he is not even a real person. Their customer service is among the poorest of any company every experienced. The quality of their work is over-shadowed by their inability to meet commitments. The complete outline of issues is capture in BBB Case # BBB Complaint Case#91111188.

The results were absolutely beautiful. I had 3 quotes from other places including cc carpets and carpet one outlet. I didn't even consider home depot because of the price of flooring and installation and padding didn't come in the price. The places that I checked would have cost me about $5000 more than Surplus Floors and the quality of materials would have been subpar. They were trying to tell me that SFO could never offer everything for the price quoted but SFO came through and the price was what was expected. David Harvey of SFO came to my home, was very nice and professional. He helped us get a great deal and showed us everything that was deeply discounted that he could get for a good price. installation and installation materials were included in the price. Every time I had a question, even late at night or on the weekends, he was either availiable to answer them for me or would call me back within minutes. Even his manager called and spoke to me for a while to make sure I felt good about everything. We tried to coordinate several things the weekend of installation and that didn't work out. We had to be flexible with our schedule. Sometimes the installers arrived late and left the house late, but this was mostly due to getting materials or being tied up at the dump. The installers did a great job. They spoke little English, but enough to communicate and get by. Luckily, my wife speaks Spanish. This helped tremendously. They were all well kept and friendly. I didn't have a problem with them being in my house with my wife and kids while I was at work. They kept things as clean as they could as they went along. I must warn you that if you remove tile, expect a huge cloud of dust that takes days to settle. Cover everything! Installation took a day longer than expected and ran into my wife's birthday. Overall, it was a good experience. They even offered to reinstall all of the baseboards in the house. I declined because I expect to replace them with new ones. SFO's customer service called to make sure I was satisfied a few days later. And... They have a 50 year warranty. I really don't know why there's so much negative talk about SFO online. David Harvey seemed to think it's because they're taking so much business from other flooring companies and no one can compete so their sales people are posting all of the negative. I tend to agree. They're great! I will buy from them again. They also do marble counters.. Maybe this is my next project.

The installation went some what good they showed up late and I mean like 2hrs late they were suppose to arrive @ 9am and did not show till 11am. They did start right away. They did not sand blast or grind the floors which I had to pay extra for. They had a large crew show up and the floor and the title @ the same time and meet close to the kitchen. When they were almost done setting the title I asked them if they would get the grout done that same day, the installers said they did not have any grout said they were out of stock on what I ordered. I went to Lowes to buy some grout myself and was told that I would be reimbursed for doing so and the same for paying for the extra sand blast or grinding. Well to keep a long story short I?m still waiting to get my reimbursement or for someone to say they will be sending it.

We wanted everything done before we moved in. We had a strip of marble we wanted them to remove, pull out carpet in two rooms and replace the floor with hardwoods. When they tore the marble out they had to re-float the floor there. They did that but the same day the poured the concrete to re-float the floor, they installed the floor. They did this all in one day. The concrete was wet! The floor warped and they had to come back. This delayed our move. They came back, tore out the hardwoods and fixed the concrete floor. From the first installation there was a 30 day wait. Their customer service guy does not listen to you. He doesn't respond. They said they had to wait two weeks to see if the concrete was set up correctly. They came back to put the floor in and they guy said the slab was wet. This was part of the slab they did not touch. This is where they had ripped up carpet. He insisted on putting down plastic, waiting a few days to see if it collected moisture. When he came back there was none and we installed the floor again. In the meantime the supervisor brings his crew, directs them in Spanish and leaves. I can not communicate with these people because I do not speak Spanish. They are on their own doing what they think they should. They put the floor in again. This time it looked really nice except some of the planks were scratched, dented and their was glue spots all over the hardwood. I finally called them back after trying to remove the glue spots myself to no avail. I finally get Al out here and told him I was unhappy. I wanted to know what the 25 year warranty covers. He said he would get back with me. He called and said the rep for that particular product would be out on a specific day and they would come out and take a look. They came out and would not answer what was covered on the warranty. I told them they had sold me the most inferior product I could imagine. The layer of wood on the planks was tissue paper thin. They guy that sold us the floor said we could drag furniture across the floor without damaging it. He said he would send his guys back to get the glue out. They were using mineral spirits and they guy is rubbing on the floor. He looks up at me like I am supposed to say something. He stayed fifteen minutes and I just told them to get out. I never called them back. I was just done with them. From the first installation to the last time I delt with them it had been 6 months. I have been very dissatisfied with this company. I feel they misrepresented the product right up front and it has been downhill since. I should have searched Angies list first. I'll never make that mistake again!

See comments above.