I'm extremely disappointed with the quality of the flooring work I received and with how the…read moresituation was handled afterward.
I hired this company to reinstall Lifeproof LVP flooring in a portion of my basement after a water leak required some of the existing flooring to be removed. I supplied the same flooring so the repaired area could be tied back into the existing floor.
I completely understood going into this that tying new flooring into an existing floating floor might be more difficult than starting from scratch. I also would have been understanding if there were a few small imperfections or minor gaps where the NEW flooring met the EXISTING flooring.
That is not what happened.
There are MASSIVE gaps throughout the newly installed flooring itself. In some places, the gaps are large enough that I can literally see the concrete underneath between the planks. These aren't simply small gaps where the repair meets the old floor--they are between pieces of brand-new flooring that were installed together during the same job.
What is especially frustrating is that the installer apparently encountered this problem during the installation and chose to proceed without contacting me. I was never shown the issue, asked whether I was comfortable with the result, or given the opportunity to discuss other options before the job was completed. Had I been told that the proposed finished product would have large visible gaps between the new planks, I absolutely would not have approved proceeding that way.
When I questioned the gaps after receiving pictures of the completed work, I was told that "minor gaps" are simply part of doing a partial flooring repair and that eliminating them would require taking up the entire floor and reinstalling it wall to wall.
I understand that tying into an existing floor can present challenges. What I do not understand is how that explains or excuses large gaps BETWEEN the brand-new pieces of flooring that were installed at the same time. Some of these planks simply are not properly joined together.
Beyond looking terrible, this is click-lock LVP flooring. The planks are designed to lock together. I don't consider flooring with visible gaps--some large enough to see the concrete below--to be an acceptable professional installation.
To make matters worse, after I communicated that I was not satisfied with the installation, my credit card was still charged for the FULL invoice amount.
To be completely fair, the contractor did offer a solution afterward: I could hire him to come back, take up the flooring, and redo the entire area. I want to include that because I think it's important to give the full story.
However, after seeing the quality of the initial installation, I simply was not comfortable paying this company additional money to redo the work. Taking up click-lock flooring also creates the possibility of damaging the locking edges, which could mean purchasing even more new flooring. After receiving an installation with gaps large enough to expose the concrete and then being charged the full amount despite immediately raising concerns, I had very little confidence in spending more money and risking more material to have the same installer try again.
I hired a professional because I wanted this flooring repaired correctly. If there was a point during the job where the installer determined that the repair could not be completed properly as planned, I would have expected a phone call BEFORE proceeding. Give me the options, explain the situation, and let me decide how I want to proceed. Instead, the decision was made for me, the installation was completed with significant visible gaps, and I only learned about the issue after the work was done.
I would have been completely reasonable about some minor imperfections where the old and new flooring met. What I cannot accept is brand-new flooring being installed with huge gaps between the new planks themselves and being presented as a completed professional installation.
I told Caleb, "If you're able to reuse what came up, that would be great. If not, it's all good. Like I said, the tabs/locking edges are kind of fragile, but I tried to be careful when pulling it up."
I guess maybe I should be more clear next time... "If you can use the old flooring and it locks together and doesn't just sit next to each other with large gaps, great. If you can't, please use the new stuff."
Code to get into the house is 7093. Let me know if you need anything.
Unfortunately, based on both the workmanship and how the situation was handled afterward, I cannot recommend this company.
**I am supplying additional info in photos as Caleb updated his response to my review claiming that he tried to reach out during the install. Please see screenshots of my phone bill. All communications we via text.**
