First Floors Carpet One Floor & Home

Hard lessons learned! Who knew the insurance companies advised "preferred vendors" were considered the worst by those in the know? Turns out to be truer than true in the case of First Floors Carpet One (FFCO). Choosing the flooring was the easiest part in July 2017 but having FFCO abide by manufacturer guidelines for proper installment was another story...failure after failure after failure; never leveled flooring, never sealed off area to limit cement dust everywhere... 7 months later of failures and no floors, it was time to call it quits and stop the ineptness! Lessons learned= Owner and Management failed to accept responsibility & failed to properly educate their own workers, which set them up for all the failures or lack of product knowledge that perpetuated. If the job / service cannot be done; it’s usually one of three reasons: they're unwilling; they're uneducated or they're unable. In FFCO, they got the Hat Trick! Management was unwilling to accept accountability of repeated failures. Employees were uneducated in product requirements (another management fail); and lastly the company was unable to perform successfully!

The salesperson, and later the entire sales and customer service team, never returned our calls promptly once we gave the 50% deposit. It took 4 weeks just to get a date for the workers to come. Then the workers didnt' come on that day and there was much confusion as to why they didn't. They were able to do the vinyl flooring and that was excellent workmanship - just was two weeks later than scheduled. Then when the worker came for the outside patio, he declared that what was needed was a concrete repair. The sales person had come to the house for the estimate and did not understand that this was not the type of work her company did. That meant we had to start over and find new bids for the job. This was a major stressor. I was very disappointed with the Head of the Sales Department who was in the office when I dropped by to check in on things and to discuss scheduling. She refused to see me even though I could hear her talk to the reception. I dropped by in person because the salesperson never returned my calls. It was the most unprofessional experience I have had in a long while.

They did some things that we didn't want done and then they wouldn't go back and fix them.

This review is for the North Richland Hills location.  We contracted with them to install sheet vinyl in our rental house, and also asked if they could stretch and re-tack existing carpet in the house.  They said they could only stretch carpet that they had installed, so we contracted another company to provide that service.  They charged our credit card for the full amount on March 22, and installed the vinyl on March 28.  We do not live in the city where the rental house is located--the installer used a lockbox to enter the empty house.

Two overall problems:

1) This evening they called and said that they could send a carpet installer to re-tack the carpet at the point it meets the vinyl, and would charge us "only" the small labor fee of $150.  But this doesn't jibe with their statement that they won't do anything with carpet that they didn't sell.  And $150?  It would take an installer less than two minutes to secure that tiny strip of carpet.

2) During this evening's phone call, they also announced that the installer had to use "one bag of leveling cement" and so they needed to collect an additional $45 from us.  Multiple issues with this:  a) the floors already had vinyl, so they were clearly level; b) reputable contractors who run into additional problems always call and discuss the matter with us before proceeding--it is not acceptable to call later and say, "Hey, you owe us some more money," and c) you can buy a 25-pound bag of leveling cement for $13 retail.

I would have provided much higher reviews before the phone call this evening--I'm glad I hadn't posted yet.

They might be a bit expensive, but the service is great. Excellent service from sales rep Jamie. We went to the store first to pick a floor, but were only able to narrow it down to about 6. She came out to our house with those 6 samples to see what floor would look best with our kitchen cabinets. Installation was quick, three days only with a big team. The floor looked great!

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I am not happy with them. The service went very badly. It was poor quality in some places and they did not finish. There are some things that are still undone from a year ago. The professionalism varied.

unknown

At all costs, stay away from this lying, corrupt company. I hired them to install some flooring. After delays because they didn't bring the right materials they began-- and promptly busted a pipe, flooding the kitchen downstairs. The installer admitted his mistake. The customer service person, Melanie, admitted it was their mistake and said they would pay for it. I had the plumber out, who discovered that they had also destroyed part of the toilet when they took it up (he was appalled at the incompetence). Then, CSR calls again and suddenly denies any liability because it was unexpected. It was unexpected that there was a pipe under the toilet. Let's meditate on that. The plumber noted nothing unusual about the pipe, except that it wasn't deep, and said they had been absurdly wrong in failing to mark where the pipe was (not in a particularly unusual spot for a 1970s home). They think I'm out $250 for the plumber plus what it costs to fix the ceiling. Nonsense. I know where I stand legally. As for you-- run, run from a company that thieves and doesn't stand by its work.

 The owner person Damon Dobson is excellent.
 I am a real estate property manager and have used him on several jobs .His crews are excellent and they arrive on time and do a superior job.
This job is very typical for our firm. We count on our venders to be on time and follow our procedures. They are an important part of our success.
There are a lot of companies that provide this service there is a reason we depend on them! 
 Consistent results speak for themselves.

Their salesperson Roger was excellent.  But, our experience with the installation, appearance and fit was horrible.  There remain several areas that creak and boards that are loose and these issue were immediately brought to the attention of First Floors.  They came out and told us that this goes away, but it has not.  They also informed us, after the fact, that their "love it or replace it" warranty did not apply to our purchase.  We were given different explanations of how to clean our floors and why the floors had streaks and scuffs within the first few weeks  The company seemed more interested in closing the book on us rather than ensuring that we had a good experience.
I will never use or recommend this company again.  We do not feel like they provided us with a quality product or experience.  We felt extremely slighted and made numerous phone calls to the company for assistance.  Their follow up seemed terrible.  Once the floors were in, the company seemed happy to have the project over, leaving us with what feels like an inferior product.  I regret ever agreeing to use this company.

They were very unremarkable. I had a little bit of a problem with them but not much. They straightened it up.

They were professional. They were excellent. They job was beautifully done. I have already referred them to other friends.

Called to get a piece of carpet replaced. We were given a number to call. After weeks of trying to get ahold of the person, we called the company back and were told we should not have been given that number. After that all went well. They found a remenant to repair our carpet with and they came out on time. Repaired the carpet section and did a good job. I would recommend them as long as you are talking to The Company.

We had our wood flooring removed and replaced by 1st Floors Carpet One. The whole project was a failure due to a very poorly informed sales lady that sold us a wood floor that was not meant for our family and pets. We specifically asked Kay Chance if the flooring was appropriate for a large dog because it seemed soft to us in the showroom. She assured us it was indeed meant for such a use and that we would have no problems. Needless to say, we have been shocked at the wear of the floor and have requested that that come out and look at it. They sent out a "third party" independent reviewer that basically said it was installed properly and we were out of luck. I wouldn't be upset if they had led us to a proper product but I would expect they know the materials much better than us. Now we are stuck with it and just hired another company to install that far surpassed this superficial organization....

After removing the old flooring they found that the subfloor was not up to par. After a call to the salesman, they installed a layer of plywood/hardboard under the new floor at a significant reduction in regular price. The floor has been in for about six months now and I couldn't be happier. It is a resilient vinyl floor that most people think is stone until they walk on it. But is it much easier on my feet, much warmer, and MUCH more forgiving of anything I drop on it. Also, it's warranted against rips and tears. I love it.

Richard Green came out, gave me the estimate and explained the warranty. The vinyl that I chose is a non-rip, non-tear type that looks like stone but is much warmer and forgiving than ceramic or stone. They moved my appliances off the floor and then returned them when finished. They do not, however, reconnect the appliances when they put them back.

They came to install and discovered irregularities with the concrete flooring along the back wall of house that was created when the builder put in a brick ledge when we hadn't ordered brick for back of house. They assured us that they would fill the void with greenboard - double layer- they didn't. They filled it with any spare wood they had on hand only the section they left open to show us had greenboard. Anyway the floor edge was uneven in height and had a variety of gaps with nothing there. After consulting with us, the installer and ourselves determined that the best recourse was to fill the void with the cement they use to level the slab before laying the floor. He warned us that with the irregular height that the flooring in the spot near the wall may give sllightly. He was very professional and did an excellent job with his crew. They were able to finish the next day. His team of three worked together seamlessly and were always very considerate of us. We would definitely recommend them to anyone. We love our floor. We are going after the builder with the pictures we took before we closed the baseboard back up. The builder is Ryland Homes and this house was built in 1998.

I went to First Floors because they did all the carpeting, wood floors and vinyl flooring for my parents house, and they had been very happy with their service by a rep named Merlyn. I only need my kitchen done, and it's about 10 x 13, not huge. First Floors rep Richard Greene worked with me at their showroom on Estate Lane, pulling samples in my price range: $2 per sq ft and under. He did the hard sell on a more expensive line called "Earthscapes," which costs more but was going to be on a 1/2 price sale the following week. I took all of the samples home to look at on my kitchen floor. He came out that week and measured my kitchen, and estimated: with a minimum installation charge because my kitchen was so small, plus a $2 or below per-sq-ft of my chosen samples, the job would be right around $400. That sounded great to me. The only thing left was for me to choose a style and call it in to him so he could order flooring and schedule installation. I called 3 days later with my choice. The rest of the job was a complete disaster. I called a week later to get the status, and not only had he NOT ordered the flooring, he didn't remember me calling to make my choice and the conversation we had as a result. He was vague about what happened and when I reminded him of my choice, he told me it was twice what he had quoted. I was upset but just wanted to get it back on track to get the floor done so I could move in on time. I went through the samples, made another choice, called it in to him, and he said he’d put a quote together and fax it to me – for me to sign and fax back so he could order the product. I stayed late at work waiting for a fax, but he never sent it. He said he’d work late to get it done if need be, because the next day was his day off – it never arrived then or the next day. I was really frustrated and decided to call back and start over with the rep my parents had worked with – Merlyn. He came out that next day to measure my floors and give me an estimate based on my new, under $2-per-sq-ft choice of pattern. His estimate contained several items that Richard’s had not – removal, subflooring prep, glue, quarter-round replacement – and the resulting $970 quote seemed crazy to me. Either just plain too expensive or a tactic to just get rid of me as a customer – I don’t know him well enough to tell. These guys are either really not smart, or just plain rude and don’t care. Again, I can’t tell.

Everything went very well. I bought carpet from them and spent about $4,000, and when they brought it out, it was higher grade than I bought. I got more than what I paid for, and I was happy with them.

The wood flooring guy was really, really good; I was so impressed with him and his crew. The other workers were good as well, but he was exceptional. He made the finished product look very nice.

The job they did looks really nice. There was a problem with them trying to remove the old floor as it was really hard to get up and it took a little longer. The crew was great and they worked long hard hours to get done when they were supposed to. The floor looks nice and they were a pleasure to deal with. I am very impressed with the dedication of the crew.

I had some problems with the sales representative. I had to wait a month on him before he brought the floor sample. They did a very good job with removing the carpet but not as with cleanliness. The vacuuming was not where it needed to be, I was disappointed.

They were punctual and professional. Good quality and very satisfied. The only problem is that they are a little expensive.

INITIALLY, I WAS IMPRESSED WITH THE SALESPERSON. HOWEVER, ONCE THE INSTALLERS CAME OUT, IT TURNS OUT THAT THE SALESPERSON WHO CAME OUT TO GIVE ME THE ESTIMATE MEASURED WRONG. WHEN I CALLED TO COMPLAIN ON THE DAY OF INSTALLATION, THEY WERE VERY UNPROFESSIONAL, AND UN-APOLOGETIC. THE MOST I GOT WAS "WELL, I DIDN'T MEASURE WRONG ON PURPOSE". THE WOMAN WHO MEASURED WAS OFF BY ALMOST 2 FEET, AND THE SECTION THAT THEY DID NOT HAVE ENOUGH CARPET WAS WHERE I HAD A 25 GALLON AQUARIUM. UNFORTUNATELY, I HAD ALREADY DRAINED MOST OF THE WATER OUT OF THE AQUARIUM TO PREPARE FOR THE INSTALLATION, ONLY TO FIND OUT THAT I DIDN'T HAVE TO GO TO SO MUCH TROUBLE AFTER ALL SINCE THEY DIDN'T HAVE ENOUGH CARPET TO PLACE THERE IN THE FIRST PLACE. THEY DIDN'T SEEM TO CARE AT ALL THAT THEY HAD TO INCONVENIENCE ME BY ORDERING SOME MORE CARPET, AND HAVING SOMEONE COME OUT TO INSTALL THE OTHER SECTION ON ANOTHER DAY. I HAD NO PROBLEM WITH THE INSTALLERS, EXCEPT THAT THEY COULD BARELY SPEAK ENGLISH.