On the recommendation of a family member, we hired Footprints Floors to refinish our hardwood and replace flooring with LVT in a kitchen, breakfast nook, laundry, and half bath. When we had them out for an estimate, they indicated that they also did bathroom remodeling, which we were also looking for a contractor for. In the end, we hired them for both jobs, which were estimated to take less than four weeks. Eight weeks later, they finally finished, but the finishing was awful. They were supposed to protect our floors, but we ended up having to put down ram board since they weren't even using drop cloths to protect the floors. The project manager was supposed to be supervising the work, but was not present most of the time. The list of errors include, breaking a windowsill, installing a vanity in one bathroom too close to the door so that the door casing had to be replaced. A bench and a niche in the shower they installed are not sloped to drain so water pools on them. One of the pieces of trim around the shower was damaged, but installed anyway. They also damaged the vanity. In the second bathroom, they used the wrong color grout despite our instructions on the day the tile was installed regarding the correct color. They installed a vanity top without securing the under-counter sinks and had to uninstall the vanity top, breaking the marble backsplash in the process. They were not able to find a replacement that matched, so we located a replacement ourselves, which turned out to be thicker than the original so the faucets are now too close to the backsplash. When they did install the sinks, they left one of the four brackets for one sink in the bottom of the vanity rather than installing it. They also damaged this second vanity, failed to install the pedestal feet that came with it. When they installed the lights, we told them the height they needed to be; they installed them much lower, which means that the mirror is lower than desired and the light globes sit right at the edge of the mirror. The LVT installers had much more waste than is customary according to the tile shop and even the contractor's estimate for how much to purchase. The hardwood refinish was decent, although the installers did not protect the LVT floor and they had to come back twice to remove the poly from the hardwood from the LVT where they tracked it. After weeks of demonstrating patience, we complained about some of the problems with the job and the long delays between their showing up for work. The project manager and owner both tried to make it sound like we were to blame in some way for their non-work. When the owner finally realized the extent of the problems, he stepped in and tried to make things right. Unfortunately, many of the problems cannot be corrected without a significant redo. He ended up giving us a small reduction off the final bill, which was better than having them do any more work for us. We also learned that the project manager was no longer employed by them. read more

Please - if you are going to ever read & abide by a Google review, please let it be mine. After doing thorough research of various flooring companies in Richmond, we decided to go with Footprints to refinish our staircase and upstairs in our new home based on the number of great reviews and pricing. It was such a mistake. They started on time, which was great. But then we would go to our house periodically throughout the week they allocated for doing the floors, and they often were not at the house. But I didn't think much of it - maybe I just happen to stop by every time when they aren't here. And I saw various signs that they had been at the house, mainly large pieces of sharp wood scattered in our yard, nails laying all over the floor, and trash from their lunches scattered in the home. Again, I wasn't too nervous - I figured it was part of the flooring process and it would all be cleaned up when they were done. Then, after not hearing from anyone on the team for days, I messaged the project lead (who I had not yet met or ever seen at the house) to ask about when the project might be done. (We were scheduled to move into our house one week later.) He responded: Oh, they are done! Walk on them as you wish! To say that I was shocked and disappointed is an understatement. The trash, nails, and sharp wood chips were still scattered throughout the home. At least 5 railings from our staircase were scattered around - they must have taken them off and never put them back on. We knew there was going to be sawdust all over the home, that's part of refinishing floors. But Scott had assured us they would try to get the big piles before leaving - that never happened. BUT WORST OF ALL WERE THE ACTUAL FLOORS. When we walked on them barefoot, we got splinters. Not only did they not apply any coating, but they also did not sand parts of the stairs that were difficult to get to, leaving the old stain on part of the risers. (JUST LOOK AT THE PHOTOS). I sent photos to 2 other flooring experts in Richmond. Both were shocked. One of them said he had never seen such a shoddy job in his 15 years of doing this work. I call Scott very upset. The project lead comes over to the house, and sees the job they have done (including some shoe molding installed in broken, sloppy ways) and he is shocked. The team left without finishing the job, he confirms. In fact, he tells me that he is dealing with the same issues at TWO OTHER HOUSES. They promise they will make it right. The following week, they come back to the house to actually do the job of refinishing the floors, putting poly on, and fixing the sloppy shoe molding. (Still without fixing all of the problems - like the old stain that they decided to just leave in hard to get to places. See photo!) It takes another week - a week that we were hoping to paint and clean our new home, which we weren't able to do - and they finish fixing their job 24 hours before the movers arrived with our furniture. When Scott comes to retrieve the 2nd half of his payment, I nicely ask if he thinks the job done here warrants a full payment. Before I can finish asking, he rudely cuts me off. "We finished the job, we get the full payment. I'm not taking anything off." I wasn't expecting that big of a discount. Maybe just a few hundred dollars off of a $5,000 bill to show some good faith and customer service - after all, they took an extra week because of THEIR ERRORS completely messing up our schedule. (Imagine if we still didn't have an apartment to live in at the time!) And they also permanently damaged our floors (I've since showed another flooring expert who said they over-sanded in some places so it would be impossible to refinish the floors again to fix their job, even if we had thousands of dollars lying around to do so.) Oh, and the trash, wood parts, and nails were still scattered throughout the home. They broke a piece of the stairs trying to put it back in, and did not tell us, only covered it up with masking tape. And the old stain is still on the floors in one room. (See pictures). Please, please. Hire anyone else. Let our mistake by your gain. read more

I contracted Footprints to handle my bathroom floors a couple months ago. I emphasized zero grout line on the tile and was informed it was not a problem. The day of installation, my handyman showed the team lead an example of the zero grout that he did in the shower. The team lead took a look and walked away. They notified me when it was complete and when I came to look, I saw a 1/8" grout line. I also noticed that where they tiled part of our bookcase, it wasn't installed at a 90° angle and didn't tie into the bookcase. It was a huge gap between the tile and the actual bookcase. I was obviously not happy because it was far from the expectation. It was clear that the job had been rushed, so we discussed redoing the work. The owner wasn't happy about it, I was given an offer of a discount to accept it as is. I was also informed that zero grout wasn't feasible. However I did my research and found that 1/16" was, which I would've elected to go with had I've been given the option from the get-go. The owner ultimately did the right thing and approved redoing the job. He before the crew came back I noticed some of my Dewalt batteries missing. My handyman, who had been working with me for the past year, has kept his tools on site for the entire time, informed me that he had multiple things either used or missing, and he decided for the first time in a year to take his tools with him before the tile crew came back. During the time when these things went missing there were no other crews on site and the flooring company had direct access to the areas where these items were stored. I informed the project manager but there was really nothing that could be done without actual video evidence. We go a year without anything going missing then suddenly things go missing when this crew comes to the site. Anyhow, the crew comes back to do the job the second time, they were not happy about it at all. They were wanting me to go with some other option instead of redoing the job, which didn't seem like an equal solution. After redoing everything at 1/16", The job looked okay at first glance. It certainly looked better than it did the first time, but that's looking from a distance. As time has gone by, we have noticed other tools that they used or splatters on the freshly painted ceiling where they mixed grout. Worst of all, when installing the toilet in the master bathroom, we noticed the floor is completely not level by a mile. When they came back the second time, they decided to not remove all of the material from the first job and simply tile over the old grout. The entire room is completely unlevel and we're now struggling with installing the toilet and the doors. Additionally, the wall that was tiled in the living room was also not level. Our fireplace will not slide in properly be because the wall is not level. There's a 1" gap between the tile and the fireplace, it's terrible work. I don't even know what to say at this point. I do believe that the owner of the company is an honest businessman, I did get that sense from speaking with him. However it seems as though the installers that he contracts are problematic and don't necessarily take pride in the work. The jobs were rushed to get paid and that was it. I probably should've checked the floors more thoroughly but I trusted they did it right. The owner responded to my Google review with this: We always honor our warranty and would be glad to repair the tiles in question. My installer thought the handyman was the owner and swears that the handyman indicated to him that the 1/8" grout line was acceptable. Obviously he was not and so we, at our cost, did demo the work, buy new tile and install it. It's such a rare occurrence for us to have a job go sour like this. But if there is anything else we can do, just reach out to us and we'll be happy to discuss. RESPONSE TO OWNER RESPONSE BELOW: I reached out as the owner said to. Even though they are acutely aware that the tile is completely unlevel, they are not willing to fix it because it would need to be completely redone and that's not something they are willing to do. When the owner decides to honor the warranty, I will update my review. read more

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There was no tile floor under my gas stove and I needed to get an electric stove. I called around and no one was interested in the small job. Luckily I found Footprints Floors and they responded quickly, came over, sent a man who did a perfect job putting tile on the wall and floor to receive the new stove. It was quite a relief to get that done & so competently! Thank you Scot! read more

Scott came out in a timely manner to look at our floor, which had a soft spot and would need repair. He was professional, easy going, and not-at-all pushy. He gave us a great, fair price, and was able to come out the same week to take out our flooring, repair the subfloor, and install the new floor! The gentlemen installing did a great job and were professional. The project manager ran out (twice!) when I realized the quarter round molding I had didn't match well with my cabinets. He was extremely accommodating. The issue with the subfloor was very unusual, but they fixed it same day, no fuss. Amazing work, professional, and timely -- these are the people to hire! read more

Footprints Floors fixed the mess that Buff and Coat made of my floors, the best they could. I should have gone with them to begin with. Lesson learned!! read more

Footprints Floors of Richmond is a great company. Our agent was Scott and he was exceedingly professional, friendly, and knowledgeable. He listened to what we wanted and made many suggestions. He walked us through the process and explained our different options for flooring. We were having our second floor carpeting removed and luxury vinyl planking installed. Scott sent his proposal in a few days and even gave us an install date. We are having the upstairs bathroom renovated and another new bathroom installed. So Scott had his crew pull all carpeting upstairs, but left the stairs covered so workers for renov will not damage new stairs. Scott will return to put hardwood treads on our 15 stairs after renov done. Scott was able to start the job one day earlier and sent two crews so the job only took one day to complete. The crew members were friendly, respectful, and professional. They worked all day and even took rotating lunch breaks so there was work being done constantly. Never had a company do that before. The crew cleaned up along the way and went over the floors a second time with broom to make sure to get all nails, wood pieces, etc. Scott's price was not the least expensive, but after the work was done we realized we have gotten a high end job, so the pricing was so reasonable. My husband and I highly recommend Scott and Footprints Floors of Richmond. read more

Scott did a great job, both on communicating with us and also did a great job fixing damage to our floors from a window vendor's ladder. He made us feel comfortable. We can recommend his company without hesitation. He made the process quick and easy. Thank you Scott. Melodie R. read more