Terrible experience with the entire company, especially Joann and David. We started a project during the final year of the pandemic, and did not love the selection of flooring options offered by my contractor. I asked about other options in the area and Bay Country Flooring was offered as an option. I later found out that the contractor had only done a small number of jobs with this company and the general manager for our contractor was not complimentary once the contract was signed and things were started. Nevertheless we persevered because we were in the thick of it, and it was the pandemic and we were giving grace to everyone. Customer service is NOT their business. Had multiple issues during the project requiring David, I believe the manager to come out, who made me feel as if I was wasting his time or being unreasonable. Issues including incorrect coloring of trim, breaking the installed trim, and continuing to install it, and acting as if it was not a problem. Overall, their quality is bad, and it is up to you as the consumer to demand a decent job, rather than doing what is right because of pride in your product and workmanship. Fast forward 6 to 9 months, project has been complete, and the floor started to separate. I understand that as things settle into place this happens, asked for the company to come out and assess as it was happening in multiple places. Essentially told I will have to deal with it, they placed wood glue to tack it down, but said basically deal. At that time, a missing piece of trim was mentioned to the installer, which was noticed later after project was complete, at that time installer said go back to your contractor. Almost 4 months later, after back and forth with the contractor and the flooring company, it was decided flooring company would install the missing piece. They continue to promise to fix, what is probably less than $1 worth of material and 2 mins of labor, and repeatedly break their promise to come. They say they have contacted us, and they have not. Their installer reportedly flakes or goes to other assignments. Long and short, their customer service is TERRIBLE, and I do not believe there is any intent to fix the issue. They obviously do not care about repeat customers or word of mouth recommendations. Don't be a fool like me and trust this local company, if you value customer service. I wish I could say the value was worth it, but it is not. Be forewarned, it will likely end in frustration, multiple phone calls, being yelled at by the employees, and regret. Because after all is said and done, I completely regret trusting them with my business, and will never use again. read more

I went in to purchase flooring, was greeted by the manager who was not very friendly, sold me an extra box of flooring I did not need, spoke to the owner who was just as rude as his manager!! Stay away read more

Crew did not speak any English. Tried to cut the carpet out in my driveway within the pathway of our horsetrailers and greese and oil. Had no supervision, could not understand me at all. Left a bumpy seam in a doorway and had to have them back to repair. Very frustrating experience. One I will not repeat read more

David was GREAT to work with! There was always an open line of communication. We had to delay installation a month. After tear out, the installers noticed some issues and we are very grateful they pointed this out and didn't just install the flooring without saying anything. Once the repairs were done, the installers came back, were friendly and did a great job. We could not be happier with the new floors and the service! read more

These guys stole from me and when I reached out to David who I assume is one of the supervisors. They denied any wrong doing and did nothing to try to rectify the situation. Which is what I expected. But I have the video evidence and it will be released to the public so that your future potential clients know what they are dealing with when you let this company into your home. read more

Excellent service, workmanship, and transparency! Louis was wonderful to work with and so responsive, knowledgeable, straightforward, flexible, and nice! The price was competitive; this company is totally transparent - no hidden surprises. The crew manager, Nixon, was very knowledgeable and greatly helped find a solution to fix our un-level & bumpy concrete basement floor, and his crew was awesome too; the prep work (we had quite a bit!), the installation (and cleanup!), and results were outstanding. They installed our entire church basement with LVT - 5 classrooms, hallways, huge fellowship hall, steps area, and closets. HIGHLY highly recommend - no question about it! read more

Hired these guys recently on the recommendation of a friend to install new flooring in our living room, and we couldn't be more pleased. Out of three estimates, theirs was the lowest by $200. The staff is professional and knowledgeable. They went out of their way to help us select the product that we needed and scheduled the installation around our schedule. The crew (3 workers) arrived when scheduled. I felt comfortable leaving them in my home for the day while I took the kids to my folks' house. The new floor was expertly installed, and they left no mess in our home. In all, a job well done! Would definitely use them again and highly recommend their services to anyone. read more

We have had a very pleasing experience with Bay County Floors.They came to the house made measurements and product samples to compare with our decor. They also provided a number of options and costs estimates to meet our budget. We were originally only going to have part of our 2nd floor carpet replaced with hardwood, however their price was very reasonable as compared to other major flooring companies, so we had the entire 2nd floor replaced with hardwood. . The floor is great, the product used is very durable, high quality and looks great. The installers were fast, professional and very helpful (awesome). I will gladly recommend this company and will be using them again. read more

Carpet installation itself was done very well, and we are pleased with the update to our den. What really impressed me was that they owned up to the issue and took care of it. I have electric baseboard heaters and the installer damaged the heater during the installation. Not only did they cover the cost of the replacement heater, they also took care of the installation and it is working great. We had a small job (one room) so this repair effort was likely a large chunk if not all of their profit. Yet, they did the right thing and that really means a lot. We will definitely be going back to them for some much larger jobs we are planning for our home. For reference, we used the Mount Airy, MD location. read more

I recently had Bay Country install some hardwood flooring on a 10-foot wide landing and steps to match the flooring in an adjoining room. Manager Dave came out and measured. Received a verbal estimate by phone next day instead of a formal written one since I knew the company from several years ago when they did the original flooring job. That job was done satisfactorily, but this time was much different. They used a nosing that was not an exact match of the wood on the steps themselves because they said it was the only way they would be able to get a piece of wood long enough to span the entire width of the steps. I agreed to this because I was assured that the nosing could be made to satisfactorily match the rest of the wood. The nosing ended up not matching the rest of the wood in height, giving the appearance that the original wood is sticking up at the seam between the two pieces. This seam also cuts into the ball of my foot as I walk on the stairs and is very uncomfortable. When I brought this concern up with the manager of the company he told me to "put some socks on". The installer they sent to my home to do the work was also very rude. As soon as he arrived he told me he was hungry. I figured he was in my home doing hard work so I ended up ordering a pizza for him to eat. He had to put a special finish on the nosing in order for it to match the finish on the main wood, but when the finish was dry it was very rough to the touch. When I complained about this I was told that *I* could use some sandpaper to fix it. The edge at the bottom of the stairs between the wood and the carpet was also left in a ragged condition, and the installer simply said "not my fault". I have had to wait days at a time for the company to return my calls, and they have never responded to any emails. The manager claims to have responded, but I have even checked my spam folder and they are not there. I tried to escalate the issue to the owner of the company, Chris, and the manager, Dave, told me Chris would contact me, but so far he has not. Dave told me that I will have to pay another $1000 to fix my complaints. I have already paid $2000 for the work and it should have been done right the first time. This job has been done unprofessionally from top to bottom. I will never use this company again, and I encourage all others to steer clear unless you really want to roll the dice. read more

We used Bay Country twice in the past about ten years ago for wood and ceramic tile flooring and they did an excellent job, with good materials and excellent workmanship. Unfortunately out most recent experience with getting tile floors installed in our family room was awful. The tiles were not installed as we had contracted for and the workmanship was very poor. As the crew was leaving, I caught a complete misalignment in a doorway that I had them correct before they left. Afterwards we found loose moldings. exposed nails, misaligned tiles, and other defects. The transitions used were cheap and not the correct ones for the heights. Almost every day I discover one or another additional spot of poor workmanship. The tile was expensive and we have a poor floor to show for it. I am considering having the floor ripped up and replaced by a reputable firm because looking at it every day is making me sick. That will be a loss of about $3,000. We will not use Bay Country again and recommend against anyone using them for anything. read more

Went to the Crofton location to order an entire floor worth of carpet and found the customer service to be deplorable. The gentleman wasn't interested in pricing an estimate and the saleswoman was too busy chatting on the phone to help him with the sale. I had measurements in hand and money to spend but I couldn't even give my business away. I ended up at Home Depot in Annapolis where the staff was more than happy to help me. read more

I was referred to these guys by my neighbor! What a nice experience, everyone was pleasant and helpful! Installers did a great job and the job was completed as described. Would definitely use them again! read more

We ordered hardwood flooring from David almost two months ago. He never hinted that it wasn't something he could handle. A couple of days before the installation was supposed to happen, he called to say they received wrong type of wood. We thought he would sort it out in a timely manner. At first, he blamed the distributor. Then, he told us the correct wood had shipped when it hadn't, then it was all new wood that had to be cut, so it would take longer, then it's a company he doesn't normally deal with, etc., etc. Each time we talk to him, he shares something new that he has not told us before. We understand people make mistakes. It's how they handle and fix those mistakes that matter. So far, we could not be less impressed. We took everything off of the walls and moved things out of the living room in preparation for the installation. That was over a month ago. We have asked David many times to be upfront with us. We are waiting on the flooring before we can move forward on painting the walls and ordering furniture so we can make sure the colors will work. We have had to readjust our schedule more than once because he is not forthcoming with any information or even a realistic timeline. We would have been fine if we knew it might take this long, but hanging on and continually rescheduling is a HUGE inconvenience to us. We keep telling him how frustrating this is, but he says nothing. Twice we have called the store during business hours to have no one answer and no way to leave a message. When David is off, he does not pass anything down to his co-workers, so we are stuck with this single point of failure. We still don't have the flooring and we have no idea when it will arrive, so we cannot comment on the quality of installation, but as a business, we are extremely disappointed. read more